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ALTAMONTA GROUP
TotalCustomer ExperienceNovember 6th & 7th 2013 • San Diego, CA
Customer Experience Planning
Aligning CX, UX and Product Management
Customer Journey Mapping
Multi-Channel and Touchpoint Identification
Customer Relationship Measurement
Collaborative Experience Design
Loyalty Marketing and Customer Advocacy
ROI and Performance Management
Agenda
8:00 am Registration and Breakfast
Day OneWednesday, November 6th
8:30 am
Opening Address - Andaz Studio:A Day in the Life of Your CustomerKnowing customer behaviors and motivations to win and keep business
Presenter - Roy Barnes, Customer Experience Expert at Blue Space Consulting
9:45am
Keynote - Andaz Studio:Collaborative Experience RedesignAn organizational collaboration approach to designing experiences that delight users
Presenter - Daniel Romano, Head of User Experience & Design at Disney Interactive Entertainment
CX Keynote - Andaz Studio:The Experience MakersLessons about being different and more valuable from
11 :00 am The Best in Customer Experience
Presenter - Jeofrey Bean, Principal at Del MarResearch & Consulting, LLC, Co-Author of TheCustomer Experience Revolution
12:00 pm
Track ATotal Customer Experience
Andaz Studio
1:00 pm
Customer Experience JourneyMappingThe road to exceptional customerexperiences
Presenter: Carol BuehrensI Customer Experience Strategist,ICWGroup
WOM-Driven Customer LoyaltyPractical examples and guidance onusing WOM & digital media to createoptimal customer engagement
2:15 pm -Presenter: Lisa F. Chen, Digital Mediaand Commerce Consultant, formerlyHead and Director of See's digitalbusiness
Maximizing your Return onCustomer ExperienceCreating the behaviors that you need andwant from your customers
Presenter: Roy Barnes, CustomerExperience Expert, Blue SpaceConsulting
UX Keynote - Studio- West:Storyboarding Mobile ExperiencesEnsure maximum return on experience in an increasinglycompetitive user experience environment
Presenter - Chad Q. Martin, Senior Mobile Designer atHewlett-Packard
Lunch - Andaz Rooftop
Track BExperience DesignExecutive Studio
Voice of Customer ExcellenceDeveloping and utilizing customerinsights and preferences to create animproved and optimal user e-commerceexperience
Presenter: Sharon Carmichael Manager,User Experience, Sony Electronics
Ethnographic Research & DesignUnderstanding and utilizing ethnographyas a social design tool
Presenter: Tressa Daniels, Manager,User Experience Design, CareFusic:m
'Test & LearnUse test and learn analytics to gaininsights into customer and product needs
Presenter: Sharon Torres, Director, UserExperience and Global Design,, Greenwave
Track CTotal User Experience
Studio- West
Agile UX TransformationAddress the gaps between the agiledevelopment model and user experiencedesign
Presenter: Adam Korman, Director, UserExperience, ReachLocal
Digital Touchpoints AlignmentThinking beyond the device
Presenter: Alberta Soranzo, Manager,User Experience & Strategy, UCLACenter for Health Policy Research
Using UX Methodologies to Createa Culture of InnovationCreating loyal UX advocates andpartners for change
Presenters: Teena Singh, PrincipalProduct Manager & Aylin Uysal, Director,Oracle Applications User ExperienceTeam, Oracle
Closing Keynote - Anaez Studio:Designing Great ProductsGetting the Skinny on MVPs, Minimum Viable Products before building the final "fat" product
Presenters - Aliza Carpio, PD lead and Social Media Manger, IntuitJoy Caro, Social Product Catalyst, Consumer Tax Group, IntuitCarolyn Spencer, Social Media co-op, Consumer Tax Group, Intuit
Networking Reception - Andaz Rooftop
Agenda Day TwoThursday, November 7th
8:00 am Registration and Breakfast
8:30 am
Opening Address - Andaz Studio:
Product Planning & Value CreationDefining and communicating business value throughout the development process
Presenter - Fabien Reil/e, Strategic Advisor, Former VP, Product Management at JD Power & Associates
9:30 am
Keynote - Andaz Studio:Cross Channel Experience DesignCraft a uniform experience across sales channels and touchpoints
Presenter - Sean Van Tyne, User Experience Director at Fair Isaac, Co-Author of The Customer ExperienceRevolution
Track ATotal Customer Expenence
Andaz Studio
Track CTotal User Experience
Studio- West
Operationalizing the Customer ExperienceA practical roadmap for action across your organization
Experiment Loop OptimizationGoing deeper on the Experiment Loop to test and validateyour product vision
11:00 amPresenter: Sean Patrick, Principal, Promise Advisors,Former VP of CX at Life Sciences Corp
Presenters: Aliza Carpio, PD lead and Social Media Manger,Intuit & Joy Caro, Social Product Catalyst, Consumer TaxGroup, Intuit & Carolyn Spencer, Social Media co-op,Consumer Tax Group, Intuit
12:00 pm Lunch - Andaz Rooftop
1:00 pm
Customer Relationship Measuring & MonitoringFramework & strategies for evaluating and monitoringcustomer relationships
Scenario-Driven DesignExplore design possibilities through creating multiplescenarios that visualize a user's experience based on primaryaudience needs, goals and behaviors
Presenter: Kathrina Bidwell, Director, Contact Center,AltaMed Presenter: JonDelina Buckley, User Experience Research
Manager, Kelly Blue Book
2:15 pm
Closing Keynote - Andaz Studio:Driving An Experience-Based CultureReinforce products and brands through strong experiences
Presenter - Rob Maigret, Entertainment Technologist, Founder at Pico Experience Studios, Former SVP ofGlobal Creative The Walt Disney Company
3:15 pm Adjourn
ALTAMONTAGROUP GA•....