The Customer Love Summit 2017 Agenda Has Arrived

Today, we’re excited to unveil the Customer Love Summit agenda!

Our Customer Love Summit is a one-day, action-packed summit for leaders in mobile customer experience who care about the voice of the customer and want to learn how the best of the best leverage customer insights throughout their organization. If you’re a mobile product manager, mobile marketer, or customer experience leader, you don’t want to miss it.

If you haven’t reserved your spot yet, grab your ticket now!

If you’re still on the fence about attending, check out the five reasons you can’t miss the show, tips to convince your boss to let you attend, and a full list of conference activities (along with events going on in Seattle that week).

Here’s a high-level look at the conference agenda:

8:00 – 9:00 > Breakfast
9:00 – 10:30 > Session 1
10:30 – 11:00 > Networking Break: Industry Focus
11:00 – 12:30 > Session 2
12:30 – 1:30 > Lunch + Networking: Job Function Focus
1:30 – 3:00 > Session 3
3:00 – 3:30 > Networking Break: Tools/SDKs Focus
3:30 – 5:00 > Session 4
5:00 – 7:00 > Appy Hour

Now, here’s a breakdown of speaker sessions, topics, and more. Get excited!

Customer Love Summit 2017 Speaker Sessions

We’re thrilled to host world-class speakers at this year’s Summit. Check out the lineup and descriptions of their talks are below.

SESSION 1

KEYNOTE: Putting the Customer (Experience) at the Heart of Your Business

Nicholas Drake, SVP of Digital at T-Mobile

In this new era of experience business, the single biggest challenge facing companies is how to harness vast amounts of data and content to personalize customer experiences at scale. Making experience your business requires more than incremental change; it takes a fundamental rethink of your entire approach, both organizationally and technologically. Join Nick Drake, Senior Vice President, Digital at T-Mobile for a discussion about how his team is changing wireless for good by delivering experiences consumers not only expect—but demand.

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PANEL: What’s Love Got to Do with It? Why Customer Love is Key in Driving Conversion

Andrew Wang, Sr. Manager, Product Management at The Gap
Sophia Huang, Sr. Product Manager at Gilt.com
Laura Poatsy, Mobile Experience Supervisor at Lilly Pulitzer
Dina Chaiffetz, Director of Product Strategy at Prolific Interactive (Moderator)

How can companies bridge the gap between impersonal mobile engagement and soaring customer expectations? By investing in customer love. During this panel, experts from Gap, Lilly Pulitzer, and Saks Fifth Avenue will share how they earn customer love through mobile innovation, and how that drives tangible business results by increasing conversion, retention, loyalty, and ultimately, revenue. The panelists will also share actionable advice on how to measure the success of mobile innovation and the ROI of customer love, and how to create a seamless omnichannel experience.

SESSION 2

SPOTLIGHT: The Consumer is The North Star; Zillow’s Focus on User Experience

Sara Buzak, Sr. Product Marketer at Zillow

Zillow’s core value of “consumers first” ripples through every technology decision they make. They’re always asking themselves “Does this solve a problem our customers are having?” During her talk, Sara will talk about how Zillow stays up-to-date on the latest technologies, how they determine what will improve their CX, and how they choose what technologies to invest in.

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PANEL: Connecting the Dots: How to Gather Customer Insights on a Global Scale

Mike Vance, Sr. Director of Product Management at RealNetworks
James Meeks, Head of Product – Mobile Apps at JCPenney
Courtney Steffy, UX Analyst at Concur
Moderator

What if you could easily identify your most valuable customers? Now imagine you have; what would you ask them? Our panelists will share how they gather customer feedback and insights—on a global scale—using mobile. They’ll also share how they utilize customer insights to redefine focus groups, validate business decisions, and give customers a voice. They’ll wrap up by providing actionable insights into how listening to customers through mobile increases customer loyalty, LTV, revenue, and retention.

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KEYNOTE: Act of Love: How Apptentive is Building Customer Love + What’s Next

Robi Ganguly, CEO + Co-Founder, Apptentive

At Apptentive, we talk about customer love so much we even have a hashtag for it: #customerlove. Customer Love is the key to our approach to our customers, our business and our team. It’s something we strive for every day, because we view love as an act. In his talk, Robi will share why customer love is at the heart of Apptentive’s strategy and how we’ve built a product that delivers customer love to millions of people around the world. He’ll wrap up by giving the audience a sneak-peak into the exciting new feature innovations coming to Apptentive customers soon.

SESSION 3

PANEL: Dumb Things Smart PMs Do: Stories from the Trenches

Erika Englesby, Sr. Product Manager at Providence Health & Services
Francis Brown, Product Development Manager at Alaska Airlines
Vasantha Kostojohn, Sr. Director of Product Management at Allrecipes
Josh Lipe, Head of Mobile Product Development at Smartsheet
Darren Austin, Partner Director of Product Management at Microsoft (Moderator)

Mobile product managers have one of the toughest jobs in any organization. As with any tough job, mistakes are made and valuable lessons are learned along the way. Our panel of veteran PMs will share what they’ve learned throughout their careers, including how to manage up, what to do when your team makes drastic decisions without customer input, how to get buy-in across the organization, and the advice they’d give their younger selves.

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SPOTLIGHT: 10 Tools Every App Needs

Nikisha Reyes-Grange, Principal Strategist at akaNRG

Talk description coming soon.

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SPOTLIGHT: Ask. Listen. Iterate: Turning Guests’ Passion in the Moment into Meaningful Change (Lasting LOVE)

Brooks Goldade, VP of Digital Experience & Innovation at Buffalo Wild Wings

Buffalo Wild Wings has always used in-restaurant experience as one of our main tools to drive satisfaction and loyalty. If something isn’t perfect, we fix it on the spot. The B-Dubs digital teams are bringing that same philosophy to our digital guest experiences, driving a new kind of restaurant experience in the digital world. This presentation will share some of the experiences we are focusing on and the tools that are helping us turn customer’s passion into meaningful change.

SESSION 4

PANEL: Nordstrom & Starbucks: The Tech Behind Two of the Most Customer-Centric Brands in the World

Ryan Bruels, Director of Engineering at Starbucks
Jeff Raffo, Director of Engineering at Nordstrom
Emily Carrion, Head of Marketing at Apptentive (Moderator)

Nordstrom and Starbucks are the gold standard for building exceptional customer experiences that transcend digital and in-store. We sit down with their Directors of Engineering to get the inside scoop on how they decide what to build next to stay cutting edge, how they successfully roll out new features globally, how they provide their world-famous customer service across channels, and how they use mobile to foster customer loyalty. They’ll wrap up by sharing advice to companies who are early in their mobile innovation journey on how to do things right the first time.

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SPOTLIGHT: Getting Personal: Using Mobile to Create Customer Profiles to Reshape Your CX

Terri Monroe-Gordillo, Director of Quality & Brand Experience at G6 Hospitality

The mobile channel is a brand’s biggest asset in understanding and delivering the personalized experiences today’s consumers have come to expect. Using real-life examples, Terri Monroe-Gordillo will share how G6 Hospitality uses mobile to build unique guest profiles to provide ultra-personalized experiences and earn customer loyalty. She’ll teach you how to do the same at your company by walking you through the 5W’s of building customer profiles, how to identify where your gaps are, and how to fill them to up-level your entire customer experience.

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KEYNOTE: Unloveable: a Customer Love Story

Tony Zito, VP of Digital Product & Programming at The Walt Disney Company

It’s one thing when you have a product that’s inherently “delightful”, and you have the luxury of prioritizing user experience over all else, but what do you do when you have a product that is so burdened with user-antagonistic requirements that it’s downright unloveable? Is there any hope? Tony Zito from Freeform (Disney ABC Television Group) will describe the challenges they have faced as a TV network app in a Netflix world, and the steps they have taken to mitigate those issues and earn their customer’s love, against all odds.

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Ready for the Customer Love Summit? Buy your ticket now!

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