Cocktail Reception &Early Registration- 207, Hard Rock Hotel Lobby For those of you arriving the day prior to the Summit, be sure to join us in Hard Rock Hotel's 207 Lounge to pick up your badge early - and then pick up some appetizers and drinks on us! Unwind after your travel day and get a jump-start on the great networking you're about to enjoy.
Opening Keynote - Legends Ballroom Service That Rocks
This keynote session is geared toward highlighting best practices to revolutionize a company's service approach. It's going to be high-energy and chock-a-block full of ideas, stories and examples, all while immersed in the spirit of rock 'n roll.
Jim Knight (bio) Former Training & Development Executive
Hard Rock International
General Session - Legends Ballroom Bringing the AT&T Brand to Life
In 2011, AT&T opened the doors to its first and only brand flagship store. This space is designed to showcase the best of the brand through interactive and hands on customer experiences. During this presentation, AT&T executives will provide behind-the-scenes insight into the concept, design and execution of this unique location. They will also share their learnings around consumer behavior as it relates to merchandising, events and the overall customer experience.
Lindsay Wadelton (bio) Flagship Customer Experience Manager - Community AT&T
Networking Break - Abbey Road
General Session - Legends Ballroom Retail Around the World
Dr. Chris Petersen had a rare opportunity in 2012 to travel around the world working with a wide variety of technology retailers and vendors. His session will provide a comparative overview of retailing best practices from a variety of countries and continents, including Africa, Asia, Australia, India, Middle East, South America and Europe. The session will employ a diverse collection of store photos to illustrate the retail trends, challenges and retailer dynamics on each continent.
Chris H. Petersen, PhD. (bio) Founding Senior Partner/CEO
IMS Results Count
General Session - Legends Ballroom High-Tech, High-Touch Customer Service In this presentation based on his latest bestseller, Micah Solomon explains how to build customers for life in this age of social media, self-service, global competition, and endless distractions. Includes hands-on experience, best practices, and culture-building insight from Apple, Google, The Ritz-Carlton, Zappos, Four Seasons, and more.
Micah Solomon (bio) Author High-Tech, High-Touch Customer Service
Networking Break - Abbey Road
General Session - Legends Ballroom SoMoLoMe and The Incredible Dissolving Store
The increasing influence of social, local, mobile and me-marketing channels is revealing a world in which retailers have vastly more information at their disposal, but dramatically less control. SoMoLoMe introduces Big Data to the equation, and retailers are challenged to respond. For the first time, what shoppers do outside the physical or virtual store matters as much as what they do while actually shopping. This new reality is already changing the way we merchandise, price, promote and measure success in The Incredible Dissolving Store.
Kacy Cole (bio) Director of Consumer Marketing
Asif Khan (bio) President
Location Based Marketing Association
General Session - Legends Ballroom Showrooming: Don't Fight It, Leverage It!
Showrooming is on the minds of every retailer today, and most of those thoughts are of fear and panic. But in this positive and practical panel discussion, you'll hear what retailers are doing to turn the always-connected, mobile-toting populace into a boon for their business.
Megan Farrell Ragsdale (bio) Director of Customer Experience
Shelly Spritzer (bio) Marketing Manager, Emerging and Wholesale Solutions
WEDNESDAY, AUGUST 14
The Brain Exchange
One of the highlights of the Summit is this deeply interactive session, where you'll work with others at your table on a specific topic, hashing out best practices and things you've learned. At the end of the Exchange, leaders from each table will share their take-aways with the entire room. Come prepared to learn and to share!
Customer service training
New merchandising strategies
Mobile payments and mobile POS
Digital signage and in-store media
Brand execution and compliance
Retailing to Millennials
Closing Keynote - Legends Ballroom Getting Clued In to Experience Management
Based on his best-selling book, Clued In – How to Keep Customers Coming Back Again and Again, Lou Carbone’s presentation is filled with examples of companies who have leveraged experience management and succeeded, and companies who have failed to embrace customer experience and all but disappeared. He unravels the riddle that is human experience and shows us how to tap into its power to create stronger relationships and more loyal customers. Your customer cannot “NOT” have an experience, so learn how to make it a memorable one.
Lou Carbone (bio) Founder & Chief Experience Officer Experience Engineering, Inc. "The father of Customer Experience"
Agenda subject to change.
Former Training & Development Executive | Hard Rock International
A training and development veteran for 35-plus years, Jim Knight cut his teeth in the training field through the hospitality industry. He eventually became the head of the School of Hard Rocks, running point on all global training and development functions for Hard Rock International, where he was recognized by Training Magazine as representing one of the Top 125 training companies in the world. Jim’s role at Hard Rock involved many facets of organizational training, including creating/managing all staff and management training materials and programs, facilitating its corporate university, overseeing management training locations, producing training DVDs, directing company e-learning initiatives, facilitating leadership transitions and traveling to property locations to deliver on-site classes and measure standards.
"I am thrilled to be returning to the Retail Customer Experience Executive Summit, this time as a keynote speaker,” he said. “Between being in one of my all-time favorite cities and at my old brand stomping grounds, this event is going to rock! My specific session, ‘Service That Rocks,’ is geared toward highlighting best practices to revolutionize a company's service approach. It's going to be high-energy and chock-a-block full of ideas, stories and examples, all while immersed in the spirit of rock 'n roll. I can't wait to be together and I hope you come hear what all the noise is about."
Flagship Customer Experience Manager - Events | AT&T
Amanda Collins is a Customer Experience Manager overseeing Events at the AT&T Flagship store. She joined the company in 2010 through the Retail Leadership Development Program. In her current role at the Flagship location, Amanda piloted a brand events program which has been successful in showcasing the AT&T brand to customers in an interactive way.
Lou Carbone The Father of Customer Experience
Carbone isn't just a thought leader, but a thought provoker. Hailed as being a one-of-a kind intellectual practitioner, his ability to blend the worlds of academia and 21st century business strategy keeps him on the cutting edge of customer experience management. As the pioneer widely credited with launching the customer experience management and employee experience movement, he will teach your organization how to leverage the science of total experience management to deliver world class customer and employee experiences that create engaged and loyal customers and employees.
Carbone is the author of Clued In: How to Keep Customers Coming Back Again and Again, a 2004 best seller and recipient of the Fast Company Reader’s Choice Award. Now in its seventh printing, Clued In is considered a must read for anyone hoping to understand the discipline of experience management.
"I first met Lou Carbone 20 years ago and have seen his Experience Engineering concepts grow and develop. His ideas are so good that in every discussion and presentation I have heard on the topic, people walk away in amazement as to the simplicity yet power of his approach." - Al Dyon, former President, Allstate Motor Club
"This is truly revenue producing strategy. Carbone's experience management disciplines move brand positioning to a new level because brand is so much more than just the metal that sits on the showroom floor. When the customer experience is carefully designed and consistently delivered, that customer will repeat and refer. And that's revenue." - Larry Hice, National Sales and Service Manager, Buick Motor Division of General Motors
"Lou Carbone and his company awakened us to the experiential voice of the customer that we'd never considered before. Their work with us was pivotal to our #1 brand recognition today, and has been the catalyst for change and knowledge transfer at Avis." - Ronald Masini, former EVP Product Development Avis Rent-A-Car
Flagship Customer Experience Manager - Community | AT&T
Lindsay Wadelton is a Customer Experience Manager at the AT&T Flagship Store. She is responsible for managing strategic community relationships and the store’s overall customer experience. Prior to this role, Lindsay led the company’s innovation lab store and served as project manager, helping bring the current best-of the brand experience to life.
Chris H. Petersen, PhD.
Founding Senior Partner/CEO | IMS Results Count
Petersen has three decades of experience as a strategic retail consultant who has built a legacy of facilitating performance improvement for both retailers and Fortune 500 consumer products companies. He is the founder of IMS Retail University, a series of strategic workshops focusing on the critical elements of competing profitably in the increasingly complex retail marketplace for both manufacturers and retailers. Over 15,000 "graduates" from 37 countries have now attended an IMS Retail University workshop. Chris holds a Ph.D. in Educational Psychology and Measurement.
Petersen had a rare opportunity in 2012 to travel around the world working with a wide variety of technology retailers and vendors. His session will provide a comparative overview of retailing best practices from a variety of countries and continents, including Africa, Asia, Australia, India, Middle East, South America and Europe. The session will employ a diverse collection of store photos to illustrate the retail trends, challenges and retailer dynamics on each continent.
“I’m extremely excited to be a speaker at my first Retail Customer Experience Executive Summit. I’m looking forward to sharing first-hand retail experiences from around the world. No boring theories. Come find out what rocks customer experience from Seoul, Singapore, Sydney … to San Paulo. You won’t want to miss this photographic expose of the smallest retail shops to the biggest stores on the planet. We’ll discuss both challenges and success factors across the diverse world of retailing.”
Author & Consultant
Best-selling author Micah Solomon is known for his ability to transform business results and build true customer engagement and loyalty. Micah has been named by The Financial Post "The New Guru of Customer Service Excellence."
"Micah Solomon conveys an up-to-the-minute and deeply practical take on customer service, business success, and the twin importance of people and technology." - Steve Wozniak, Apple co-founder
"Micah is engaging and entertaining while providing specifics on what a client experiences when organizations implement strict rules and policies without a customer-first approach. You will leave with very practical ideas on how to improve your company's client experience." - Michele Livingston, Senior Vice President and Regional Retail Manager, Umpqua Bank
Solomon's presentation will be based on his latest book, High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce, which explains how to build customers for life in this age of social media, self-service, global competition, and endless distractions. It includes hands-on experiences, best practices, and culture-building insights from Apple, Google, The Ritz-Carlton, Zappos, Four Seasons, and more. Solomon is legendary for engaging his audiences through his sincerity, his genuine passion for his clients’ success, and his unique visual presentation style -- no stock photos here, just real life examples.
Director, Consumer Marketing | Tommy Bahama
Kacy Cole is a creative and award-winning international marketing executive with a proven track record in strategic leadership and executional excellence. Cole is experienced in developing and growing businesses globally through integrated marketing, product management and brand engagement. She has led Marketing functions at organizations including Getty Images and Corbis, owned by Bill Gates. Cole has also served as a consultant to Fortune 1000 companies in the areas of international, marketing and e-commerce. She is currently Director of Consumer Marketing at Tommy Bahama, championing an integrated customer strategy across the organization. Cole holds an MBA from Thunderbird (The American Graduate School of International Management) and BA from The American University of Paris.
Principal | VSN Strategies
Tenser is an author and consultant specializing in shopper-centric business strategy, research and analysis for the retail, services and consumer goods sector. Since 1996 he has maintained a particular focus on Shopper Media, Category Management, In-Store Implementation, service practices, multichannel retailing, and related technology, and he has authored two books in the field. He is director of the In-Store Implementation Network, and the author of its 2008 working paper. His blog, TensersTirades.blogspot.com, grew out of a distinguished 20-year career as an editor, analyst and commentator covering consumer goods retailing and marketing. He has developed numerous white papers on in-store media, retail price strategy, promotion and category management for retail technology clients.
Tenser is considered an authority on retailing, brand marketing, consumer trends and Internet strategy. He is frequently quoted in national and international media and trade publications and he contributes to periodicals such as Advertising Age, RetailWire, CPGmatters.com, Progressive Grocer, Supermarket News, Marketing@Retail, Brand Marketing and Chain Store Age.
Executive Vice President | Barkley
Jeff is an executive at Barkley, an ad agency whose clientele includes Big Lots, Casey's General Stores, Helzberg Diamonds and Payless Shoesource. He has 25 years experience leading brand work including Hallmark, CITGO and Build-A-Bear Workshop.
Jeff led the millennials research partnership between Barkley, The Boston Consulting Group and Service Management Group. Jeff is the founder of Barkley's Millennial Marketing Conference, www.sharelikebuy.com, the lead editor of their millennial trends blog, www.millennialmarketing.com and co-author of Marketing to Millennials: Reach The Largest and Most Influential Generation of Consumers Ever.
Megan Farrell Ragsdale
Director of Customer Experience | Sony
Megan joined Sony Electronics to build the company’s first sustainable innovation program and later was tapped to lead the customer experience transformation of the Sony Direct retail channel. In this role, Megan leads a team of innovative, creative guest experience professionals that focus on the Concierge personal shopper experience, the in-store guest experience, marketing and events, business transformation though sales and leadership development and all voice of customer activities. Megan’s team works across functions and business units, and centers all of its work on delivering an easy and enjoyable experience that exceeds the expectations of Sony Store Guests.
Asif Khan President|The Location Based Marketing Association Asif, a proud Canadian, is a veteran tech start-up, business-development and marketing entrepreneur with nearly 15 years experience. He is currently focused on working as a consultant, speaker and venture capitalist to the location-based marketing services community. In support of this, Asif recently formed the Location Based Marketing Association - an international group dedicated to research and education in the space.
Prior to launching The LBMA, Asif has worked with companies as diverse as Limited Brands, IBM, Baxter Pharmaceuticals, Molson-Coors, Communispace, BestBuy, American Airlines, Cineplex Entertainment, ING Bank and Sears. You can catch Asif’s weekly video podcast - This Week In Location-Based Marketing every Monday.
Marketing Manager, Emerging and Wholesale Solutions | Sprint
Shelly Spritzer's organization works with various industries to create mobile experiences that transform the way we work and live. Approaching mobile in this perspective allows industries to unleash the power of the most important screens in history which drives revenues streams, increase shopper loyalty and builds brand integration in the mobile experience.