Customer Experience Summit Featured Speakers

 

Wednesday, October 3

12:30 p.m. – 2:30 p.m.

The Experience Imperative

What makes a great experience? And why should you, as a business, care? This general session sets the stage by helping define the experience imperative. In the session, Oracle thought leaders in customer experience present demonstrations and insights into what it takes to deliver on your brand promise and why it matters.

Mark Hurd

Mark Hurd, President, Oracle Read Full Bio

Mark Hurd is President of Oracle Corporation and a member of the company's Board of Directors. He joined Oracle in 2010, bringing more than 30 years of technology industry leadership, computer hardware expertise, and executive management experience to his role with the company. As President, Mr. Hurd oversees the corporate direction and strategy for Oracle's global field operations, including marketing, sales, consulting, alliances and channels, and support. He focuses on strategy, leadership, innovation, and customers. Says Mr. Hurd, "It's our job as a company to help our customers save money and innovate." MarkHurd/Oracle/President

Before joining Oracle, Mr. Hurd served as Chairman of the Board, Chief Executive Officer, and President of HP, where his focus on customers, innovation, improved operational efficiency and execution led to significant company growth. Prior to that, he spent 25 years at NCR Corporation, where he held a variety of management, operations, sales, and marketing roles, ultimately serving as the company's Chief Executive Officer and President and leading a successful effort to improve operational efficiency, strengthen the product line, and drive growth.

Mr. Hurd was listed as one of Forbes' Market's Best Managers for 2009. In 2007, Mr. Hurd was named one of Fortune Magazine's 25 Most Powerful People in Business. He was recognized multiple times by Business 2.0 magazine as one of the 50 Who Matter Now and by Barron's in its Best CEOs lists. The San Francisco Chronicle honored him as the 2008 CEO of the Year. He appeared on CRN's 25 Most Influential Executives list in three separate years and was twice one of their Top 25 Executives.

Mr. Hurd earned a bachelor's degree in business administration in 1979 from Baylor University, in Waco, Texas, which he attended on a tennis scholarship. He continues to show his passion for tennis, supporting Baylor's national championship tennis program through philanthropic donations to upgrade and renovate facilities in the Hurd Tennis Building, which is part of the Hurd Tennis Center. He also supports the Baylor Bear Foundation and the Men's Tennis Excellence Fund.

Since joining Oracle, Mr. Hurd has worked to share Oracle's strategy and vision with customers, partners, shareholders, and investors. "Our strategy is complete stack, open, best-of-breed at every single layer of the architecture," he says. "We vertically integrate those best-of-breed pieces for extreme performance and total-cost-of-ownership benefit to give you differentiation. Our products are designed to be the best technology at every single layer of the stack, and then be vertically integrated. We want to give customers choices for how they access that technology—on premises, building a private cloud, using a public cloud, or a hybrid cloud combination. It's your choice how you get access to all of this technology."

As one of the world's largest enterprise technology companies, Oracle has more than 380,000 customers in 145 countries and annual revenues of $35.6 billion. The company engineers hardware and software to work together in the cloud and in customer data centers—from servers and storage, to database and middleware, through applications. Oracle is the only vendor able to offer a complete technology stack in which every layer is engineered to work together as a single system. Oracle's industry-leading on-premises and cloud-based solutions give customers complete deployment flexibility and unmatched benefits, including unbreakable security, high availability, scalability, energy efficiency, powerful performance, and low total cost of ownership. The company has an active mergers and acquisitions program, with more than 80 in the past six years, including the industry-transforming acquisition of Sun Microsystems.

Mr. Hurd's leadership in managing past acquisition integrations has enabled him to take a significant role in Oracle's acquisition strategy. He is also responsible for Oracle's global business units for industries, which build products for specific industries such as telecommunications, financial services, health sciences, retail, utilities, and public sector enterprises. Says Mr. Hurd, "This industry focus is an important strategy for us. We get deeper into these industry verticals because they solve our customers' most difficult problems, which are very industry- and business-specific."

Anthony Lye

Anthony Lye, Senior Vice President, Oracle Cloud Applications Strategy, Oracle Read Full Bio

Anthony Lye is senior vice president, Oracle Cloud Applications Strategy, at Oracle. He is responsible for Oracle’s strategy for Oracle Cloud, Oracle cloud applications, and Oracle customer experience (CX). Previously, Lye was senior vice president of Customer Relationship Management (CRM) at Oracle, responsible for Oracle Fusion Customer Relationship Management; Oracle's Siebel Customer Relationship Management; Oracle Knowledge (formerly InQuira), Oracle ATG, and Oracle RightNow applications; and Oracle CRM On Demand. During his tenure at Oracle, Lye has been responsible for CRM on-demand operations, Oracle’s own deployment of CRM, and CRM IT and was also the group vice president of CRM products, responsible for Oracle’s CRM product strategy and for CRM product management in the applications development organization. Lye holds an honors degree in engineering from the University of Bath in England.

David Vap

David Vap, Global Vice President, Product Development, Oracle Read Full Bio

David Vap joined Oracle in March of 2012, as GVP of Product Management through the acquisition of RightNow Technologies where he worked in a similar capacity for six years as Chief Product Officer. At Oracle he is responsible for the Oracle RightNow and Oracle Knowledge products lines and is focused on global solution strategy and product management. In addition, David is responsible for the broader strategy for bringing together the key Oracle Sales, Marketing, Commerce, and Support Oracle products that facilitate the full customer experience lifecycle. He brings 20 years of technology experience to Oracle, most recently as vice president of sales and marketing at Software AG, where he helped to define, market, and sell Software AG’s leading business process centric SOA suite. David also served as vice president of products at Artesia Technologies, a content management vendor. Prior to joining Artesia, David founded and ultimately sold a professional services company focused on building large scale transactional systems primarily for the financial industry. David built his career on solid fundamentals learned at Price Waterhouse in Washington, DC and he received a B.S from Carnegie Mellon University.

Robin Huisking – Director, Global CRM, Styker Corp.

 

Mike Svatek, Chief Strategy Officer, Bazaarvoice

 

Jeffrey Lawson, CEO, Twilio Inc.

 

Paul Beck, Global Head of Audiences & Engagement, LBi

 

3:45 p.m.–4:45 p.m.
Westin St. Francis, Grand Ballroom

Leading the Experience Revolution

Rapidly accelerating change and adoption are driving new behaviors and higher expectations in a massively disruptive transformation in which the customer now holds the power. But why? Why now? What caused it? Is it really just about mobile technology? Or social collaboration? This presentation is an in-depth exploration of this always-connected, always-sharing experience revolution we are witnessing.

Seth Godin

Seth Godin, Best-Selling Author, Founder of Squidoo.com Read Full Bio

American Way magazine calls Seth Godin “America's Greatest Marketer.” Godin has written 14 best-selling books that have been translated into more than 30 languages, and his marketing blog (sethgodin.typepad.com) claims to be perhaps the most popular in the world written by a single individual. Godin writes about the post-industrial revolution, the way ideas spread, marketing, quitting, leadership, and most of all, changing everything. As an entrepreneur, he has founded dozens of companies. Yoyodyne, his first internet company, was funded by Flatiron and Softbank and acquired by Yahoo! in 1998. It pioneered the use of ethical direct mail online, something Godin calls permission marketing. His latest company, Squidoo.com, is ranked among the top 125 sites in the U.S. (by traffic) by Quantcast. Described as “an open, free platform that gives people a simple way to organize their interests online,” Squidoo.com also raises money for charity and pays royalties to its more than 1 million members.


Thursday, October 4

9:00 a.m.–10:00 a.m.

Building a Customer-Centric Culture

Sapient
What would it take to transform your organization into a customer-centric culture? Where do you start? Whom does it involve? What are some of the pitfalls to avoid? Come to this session to hear for yourself from an expert in integrated marketing, commerce, and technology services and a customer like you who has taken on the customer experience transformational challenge and is seeing the results you desire.

Guy Gould-Davies, Director of Marketing & Digital Strategy, SapientNitro

 

Stacey Pool, Director, Online Experiences, Vail Resorts

 

11:15 a.m.–12:15 p.m.

Knowing How to Engage as the Chief Experience Officer

Paul Hagen

Paul Hagen, Principal Analyst Servicing Customer Experience Professionals, Forrester Research, Inc.Read Full Bio

Paul Hagen is a member of Forrester Research, Inc.’s Customer Experience practice and works with leaders of Global 2000 companies seeking to differentiate on customer experience. He leads Forrester’s research on customer experience strategy and organizational culture change. His work on the emerging “chief customer officer” or “chief experience officer” position has captured attention in media such as Forbes and Harvard Business Review. Hagen previously ran his own technology and business strategy consultancy and has held strategy, marketing, and business development positions at Accenture, BBN Technologies, and Teach For America. He holds a master's degree in educational technology from Harvard and an undergraduate degree in political science from Stanford.

1:30 p.m.–2:30 p.m.

Understanding Customer Insights and Experiences

George Kembel

George Kembel, Executive Director and Cofounder, Stanford d.school
Read Full Bio

George Kembel is an entrepreneur and investor turned educator. He cofounded and now leads the d.school at Stanford University. Passionate about nurturing the creative potential of others, Kembel spends his time working with students, teachers, leaders, and investors to unlock the latent innovative capacity of their teams and organizations. Under his leadership, the d.school has grown from a few projects and a classroom of students to hundreds of projects, thousands of students, and a cutting-edge facility at the center of campus. From a napkin manifesto to a widely recognized leader in innovation and education, the d.school has helped usher in a larger global design thinking movement. Schools and universities around the world are starting d.school-like programs, and the startup companies and projects that have spun out of the d.school have already had an impact on millions of lives. Kembel’s personal missions include fundamentally transforming how we educate our children, how we lead our organizations, and how we tackle some of the most significant challenges of our time.

Increasing Conversion Rates Through Cross-Channel Experiences

Gene Alvarez

Gene Alvarez, Research Vice President, Gartner, Inc. Read Full Bio

Gene Alvarez is an international expert on sell-side strategies and technologies including e-commerce and m-commerce sales applications, CRM, context-aware computing, channel/partner relationship management, catalog/content management, catalog/configuration management and presentation, commerce/merchant applications and services, Web content management, personalization, and consumer portals. A recognized authority on retail and consumer packaged goods industry applications and practices, Alvarez has spoken at many industry-related conferences worldwide and has been published, referenced, and featured in various media and trade publications. The Hispanic IT Executive Council named Alvarez among the HITEC 100 Most Influential Hispanics in IT in 2011 and 2010, and in 2011 Hispanic Engineer & Information Technology (HE&IT) magazine named him as one of the Top 200 Most Influential Hispanics in Technology.

2:45 p.m.–3:45 p.m.

Designing and Innovating Customer-Centered Experiences

Kerry Bodine

Kerry Bodine, Vice President, Principal Analyst Serving Customer Experience Professionals, Forrester Research, Inc. Read Full Bio

As Vice President, Principal Analyst Serving Customer Experience Professionals, Kerry Bodine leads Forrester Research, Inc.’s research on experience design, tapping into her past work as both a design practitioner and leader to help Forrester clients envision and define broad, end-to-end customer experiences. Bodine is also the author of the Forrester Big Idea report, “The Customer Experience Ecosystem,” a concept she developed to help companies identify the set of complex interdependencies that shape all of their interactions with customers. She started her tenure with Forrester in 2004 and was instrumental in the development of many of Forrester’s evaluation methodologies, including the Website Review, Kiosk Review, Blog Review, and Persona Review.

4:15 p.m.–5:15 p.m.

Testing and Executing Experiences for Success

John Kembel, Vice President, Product Strategy, Oracle

5:30 p.m.–6:30 p.m.

Surviving a Customer Experience Transformation

Bruce Temkin

Bruce Temkin, Customer Experience Transformist and Managing Partner, The Temkin Group Read Full Bio

Bruce Temkin is widely viewed as a leading expert in customer experience. He has worked with hundreds of large organizations on defining and accelerating their customer experience journeys. His company, the Temkin Group, is a customer experience research and consulting company that helps organizations become more customer-centric. He is also the chair and cofounder of the Customer Experience Professionals Association (CXPA.org), a global nonprofit organization. Temkin is the author of Customer Experience Matters, one of the most popular blogs on customer experience. He regularly posts insights on topics such as customer experience, branding, and leadership. Prior to founding the Temkin Group, Temkin spent 12 years with Forrester Research, Inc., during which time he led the company’s financial services, e-business, and customer experience practices and was the most-read analyst for 13 consecutive quarters. He has spoken at hundreds of industry and corporate events and is known for delivering business content with a highly engaging, entertaining style.