CMO Summit New York | June 20, 2017 | Convene (730 Third Avenue) - New York, NY, USA

↓ Agenda Key

Keynote Presentation

Visionary speaker presents to entire audience on key issues, challenges and business opportunities

Keynote Presentations give attending delegates the opportunity to hear from leading voices in the industry. These presentations feature relevant topics and issues aligned with the speaker's experience and expertise, selected by the speaker in concert with the summit's Content Committee." title="Keynote Presentations give attending delegates the opportunity to hear from leading voices in the industry. These presentations feature relevant topics and issues aligned with the speaker's experience and expertise, selected by the speaker in concert with the summit's Content Committee.

Executive Visions

Panel moderated by Master of Ceremonies and headed by four executives discussing critical business topics

Executive Visions sessions are panel discussions that enable in-depth exchanges on critical business topics. Led by a moderator, these sessions encourage attending executives to address industry challenges and gain insight through interaction with expert panel members." title="Executive Visions sessions are panel discussions that enable in-depth exchanges on critical business topics. Led by a moderator, these sessions encourage attending executives to address industry challenges and gain insight through interaction with expert panel members.

Thought Leadership

Solution provider-led session giving high-level overview of opportunities

Led by an executive from the vendor community, Thought Leadership sessions provide comprehensive overviews of current business concerns, offering strategies and solutions for success. This is a unique opportunity to access the perspective of a leading member of the vendor community." title="Led by an executive from the vendor community, Thought Leadership sessions provide comprehensive overviews of current business concerns, offering strategies and solutions for success. This is a unique opportunity to access the perspective of a leading member of the vendor community.

Think Tank

End user-led session in boardroom style, focusing on best practices

Think Tanks are interactive sessions that place delegates in lively discussion and debate. Sessions admit only 15-20 participants at a time to ensure an intimate environment in which delegates can engage each other and have their voices heard." title="Think Tanks are interactive sessions that place delegates in lively discussion and debate. Sessions admit only 15-20 participants at a time to ensure an intimate environment in which delegates can engage each other and have their voices heard.

Roundtable

Interactive session led by a moderator, focused on industry issue

Led by an industry analyst, expert or a member of the vendor community, Roundtables are open-forum sessions with strategic guidance. Attending delegates gather to collaborate on common issues and challenges within a format that allows them to get things done." title="Led by an industry analyst, expert or a member of the vendor community, Roundtables are open-forum sessions with strategic guidance. Attending delegates gather to collaborate on common issues and challenges within a format that allows them to get things done.

Case Study

Overview of recent project successes and failures

Case Studies allow attending executives to hear compelling stories about implementations and projects, emphasizing best practices and lessons learned. Presentations are immediately followed by Q&A sessions." title="Case Studies allow attending executives to hear compelling stories about implementations and projects, emphasizing best practices and lessons learned. Presentations are immediately followed by Q&A sessions.

Focus Group

Discussion of business drivers within a particular industry area

Focus Groups allow executives to discuss business drivers within particular industry areas. These sessions allow attendees to isolate specific issues and work through them. Presentations last 15-20 minutes and are followed by Q&A sessions." title="Focus Groups allow executives to discuss business drivers within particular industry areas. These sessions allow attendees to isolate specific issues and work through them. Presentations last 15-20 minutes and are followed by Q&A sessions.

Analyst Q&A Session

Moderator-led coverage of the latest industry research

Q&A sessions cover the latest industry research, allowing attendees to gain insight on topics of interest through questions directed to a leading industry analyst." title="Q&A sessions cover the latest industry research, allowing attendees to gain insight on topics of interest through questions directed to a leading industry analyst.

Vendor Showcase

Several brief, pointed overviews of the newest solutions and services

Taking the form of three 10-minute elevator pitches by attending vendors, these sessions provide a concise and pointed overview of the latest solutions and services aligned with attendee needs and preferences." title="Taking the form of three 10-minute elevator pitches by attending vendors, these sessions provide a concise and pointed overview of the latest solutions and services aligned with attendee needs and preferences.

Executive Exchange

Pre-determined, one-on-one interaction revolving around solutions of interest

Executive Exchanges offer one-on-one interaction between executives and vendors. This is an opportunity for both parties to make key business contacts, ask direct questions and get the answers they need. Session content is prearranged and based on mutual interest." title="Executive Exchanges offer one-on-one interaction between executives and vendors. This is an opportunity for both parties to make key business contacts, ask direct questions and get the answers they need. Session content is prearranged and based on mutual interest.

Open Forum Luncheon

Informal discussions on pre-determined topics

Led by a moderator, Open Forum Luncheons offer attendees informal, yet focused discussions on current industry topics and trends over lunch." title="Led by a moderator, Open Forum Luncheons offer attendees informal, yet focused discussions on current industry topics and trends over lunch.

Networking Session

Unique activities at once relaxing, enjoyable and productive

Networking opportunities take various unique forms, merging enjoyable and relaxing activities with an environment conducive to in-depth conversation. These gatherings allow attendees to wind down between sessions and one-on-one meetings, while still furthering discussions and being productive." title="Networking opportunities take various unique forms, merging enjoyable and relaxing activities with an environment conducive to in-depth conversation. These gatherings allow attendees to wind down between sessions and one-on-one meetings, while still furthering discussions and being productive.

 

Tuesday, June 20, 2017 - CMO Summit New York

7:30 am - 8:15 am

Registration & Networking Breakfast

 

8:20 am - 8:30 am

Welcome Address & Opening Remarks

 

8:30 am - 9:00 am

Share:

Keynote Presentation

Experience First: The Digital Transformation Journey Towards Distributed Experience

Today's consumers have more power, choice, information and influence than ever before. Marketing to this generation of customers isn't just about media, branding, campaigns, or activations. It's about creating memorable moments, cross-channel that compete with our customer's last best experience. Experiences that are persistent, orchestrated, and improving constantly. As we move through our digital transformation journey, we are building teams, processes and platforms for the future that enable us to build products that are worth talking about and coming back to.

Presented by:

Miguel Quiroga, VP, Head of Digital, Verizon Fios View details

 
 
 

9:05 am - 9:35 am

Share:

Keynote Presentation

Artificial Intelligence - Why CMO's Who Don't Understand AI Should be Losing Sleep

While many waste time arguing about the definition of AI, and if it exists, the astute are applying it in high impact areas, improving customer engagements, and getting massive value. If you aren't, you're falling behind in a big way, and you should be tossing & turning at night.  

In this session, we'll provide a primer on AI use cases avant-garde brands are employing to gain strategic advantage - delighting customers. We'll also touch on how to build AI on a sustainable, agile, future proof platform. 

Then, we'll explore some of the typical roadblocks hampering success, examples of brands working around them, and showcases of their outcomes. 

Takeaways:  

  • Key AI uses cases for improving customer experience and engagement 
  • How to spot a sustainable AI platform for your marketing function
  • Challenges you'll face and how to overcome them

Sponsored by:

Pegasystems View details

 
 
 

9:45 am - 10:10 am

Executive Exchange

 

Share:

Thought Leadership

Aligned to Achieve: How to Unite Your Sales & Marketing Teams into a Single Force for Growth

Marketing and sales leaders are frustrated with each other. Alignment is an age-old problem, and it's high time we got our collective act together. It's the only way to survive and thrive against today's changing buyer dynamic. This session is based on original research, content, and contributions included in "Aligned to Achieve". 

The authors will discuss highlights of the book and give tips on how and why to get aligned. Want to know what misalignment is really costing you? Need practical advice on how to go after the problem? We'll discuss real-world actions for improving your culture, processes, and technology, and you'll learn the financial and strategic impact of getting alignment right.

Sponsored by:

InsideView View details

 
 
 

10:15 am - 10:40 am

Executive Exchange

 

Think Tank

The NBA: Courting Fans in a New Era

The NBA is a global brand with an ever-expanding audience. How does the NBA reach our global fans when the vast majority of them will never have the opportunity to attend a game? The NBA has a wealth of tools that make the brand unique; players, teams, and the voices on which the brand is built. You will learn how the NBA uses its voice across its global platforms to bring fans across world courtside.

Presented by:

Jene Elzie, Vice President, International Marketing, National Basketball Association (NBA) View details

 
 
 

10:45 am - 10:55 am

Morning Networking Coffee Break

 

11:00 am - 11:25 am

Executive Exchange

 

Vendor Showcase

 

11:30 am - 11:55 am

Executive Exchange

 

Share:

Executive Boardroom

Keeping It Real: How A.I.-Enabled Real-Time Analytics Boost Your Reach

With so many brands competing for attention, consumers are inundated with content, and it's increasingly difficult to stand out. By coupling live streaming technology with artificial intelligence, brands can - in real-time - identify relevant audiences through social media and analyze consumer reactions to announcements, helping them inform product development. 

Join Nieka Mamczak of IBM Cloud Video to get the scoop on how marketers can leverage AI to identify potential customers and expand their brand's reach.

Sponsored by:

IBM Cloud Video View details

 
 
 

12:00 pm - 12:25 pm

Executive Exchange

 

Vendor Showcase

 

12:30 pm - 1:05 pm

Networking Luncheon

 

1:10 pm - 1:35 pm

Executive Exchange

 

Share:

Thought Leadership

Bridging the Gap Between Marketing Art and Science with AI

As a marketer, your weapons are data insights on the one hand, and marketing content on the other. How can you optimize the correspondence between the two? How can you make sure that every customer segment and sub-segment receives the optimal offer? How can you use your marketing content to start a conversation with the right segments? Learn how machine learning algorithms are transforming the methods by which marketers communicate with customers, and how AI is bridging the gap between marketing art and science. 

Takeaways: 

  • Marketers seat at the intersection between data science and marketing art. 
  • Technology is still lacking the ability to bridge the gap between predictors and conversation starters.
  • Machine learning algorithms are key for optimizing this process.

Presented by:

Yoav Susz, Director of Business Development, Optimove View details

 
 
 

1:40 pm - 2:05 pm

Executive Exchange

 

Share:

Think Tank

The Power of Hello

In this day of technology, overbooked schedules and multi-tasking, we too often forget the basic common courtesies of human interaction that could lead to an exceptional customer service experience. In the luxury automotive industry, this was ever present at the end of 2015 and it became my mission to create and educate our partners around the Power of Hello.This presentation will encourage each participant to examine who they are and how they want to be perceived. In this interactive session, we discuss reasons why Hello' has become secondary and how to reframe our perspective to reengage our family, our colleagues and ultimately our customers. What seems to be a very simple concept has the power to challenge the audience around their human interactions and their desire to deliver the ultimate experience to their customers. After the session, each participant will better understand: 1. How they want to be perceived as a human being vs. what is happening with the other person. 2. How The Power of Hello is about possibility and opportunity vs. just a pleasantry. 3. How Hello will create higher customer satisfaction and loyalty resulting in increased revenue and less employee turnover. The Power of Hello is relatable, thought provoking and a change agent. I will share our journey that started as a conversation and through a dose of inspiration and passion has become a movement inside our organization. The Power of Hello will inspire your participants into action by breathing life into simple acts of kindness.

Presented by:

Jacqueline Jasionowski, Founder & President, Luxtrinsic View details

 
 
 

2:10 pm - 2:35 pm

Executive Exchange

 

Share:

Executive Boardroom

Want to Drive Growth from Digital Transformation? Focus on Innovation to Serve Your Customers

Many CDOs, CIOs and other leaders are driving digital change by devising new strategies, investing in new technology, and hiring new people with new skills. Yet in this transition, many organizations risk getting lost in the weeds and losing sight of the one thing that determines whether all this work pays off: the customer. This session will describe how C-level execs can advance their digital transformation leadership beyond paying lip service to new strategies, investing in new technologies, and re-aligning people and processes. There's a bigger idea here: grab onto the opportunity to innovate for the customer to drive business growth. 

Takeaways:  

  • Why you need to first ask "why" a customer wants to engage with your business or brand, and how to use that to set a "North Star" for transformation
  • How to make a focus on the customer a basis for business innovation and get the entire company to rally behind it 
  • How to think about "digital" not just as a side project of your business strategy, but an integrated element of your complete business strategy
  • How to frame new technology as an enabler to the enterprise goals, not the silver bullet for digital change 
  • Examples from companies like Lyft, Capital One, CVS, and Nestle who are putting the customer first, by using technology to back it up with innovation

Sponsored by:

Acquia View details

 
 
 

2:40 pm - 3:05 pm

Executive Exchange

 

Share:

Think Tank

Experiential Marketing, What is it Good For?

The premise is to create a closer bond between the consumer and the brand by immersing them in a fun and memorable experience. 

If a brand event stirs genuine positive emotions within people then they are more likely to associate those emotions with that brand, which is more effective than just showing them a Facebook ad or something.

Occasionally the line blurs between experiential marketing and a straightforward PR stunt, but we aren't here to waste time quibbling over definitions.

Presented by:

Lloyd Balman, Head of Experiential Marketing for Retail, TD Bank View details

 
 
 

3:10 pm - 3:35 pm

Executive Exchange

 

Share:

Keynote Think Tank

A Customer Experience Strategy for Transformation

Today's Digital Marketing and CX officers needs multiple levers at his or her disposal to be the transformation function legacy corporations need to compete and thrive. It's no longer enough for the CX team to simply own the theory of better customer experience - NPS, measurement, voice-of-customer reports, etc. - and try to communicate that to a separate, siloed Design team. It's time to marry the two practices and strengthen the CX function by bestowing it with the design remit and tools necessary to enact more immediate and effective change, such as brand design, control of digital channels, and global UX strategies, etc.

Presented by:

Howard Pyle, SVP, Customer Experience & Design, Metlife View details

 
 
 

3:40 pm - 4:05 pm

Executive Exchange

 

Share:

Think Tank

Cracking the Code on a Customer Centric Culture

Have you struggled to get employees to think more about the customer in their jobs? Do they say they're customer centric but don't walk the talk? Do they regularly consider customers in their decisions? Do your systems and processes still incent your employees on traditional business metrics? If so, this Think Tank session may help you crack the code on the barriers in your business. This session will focus on reviewing several CX disciplines, and on learning from peers on the challenges and lessons learned in shifting the culture from business/product focused to customer focused.

Key take-aways:

  • CX disciplines all work together to change the culture.
  • Your customer-centric strategy will depend on where you are in your customer experience journey, and your existing corporate culture.
  • No matter where you are in the journey you can only make progress if you start doing something now!

Presented by:

Phil Wright, Director, World-Wide Customer Experience, Lenovo View details

 
 
 

4:10 pm - 4:50 pm

Share:

Executive Visions

Facilitating Marketing Goals with Innovative Technology

The days of "first touch" attribution are long gone. Today there is an intense focus for predictable revenue results, to know customer acquisition costs (CAC) and to understand the Customer Journey. Because of the Internet, the balance of power has shifted from Brands to customers with customers able to search myriad sources of information about a company and their products before ever engaging them with a phone call or a webform. This has led to the ongoing need to follow the Customer through multiple paths including SEM, SEO, Social, Display and more. Marketers and Customer Experience professionals are working side by side with IT professionals to move from Multi-Channel marketing to Cross-Channel Marketing to now Omni-Channel Marketing. This panel of experts will discuss how critical it is for Marketers, Customer Experience and Information Technology to work closely together to ensure the production of accurate data on the Customer Journey.

Moderated by:

Fred Thiel, Chairman and Chief Adviser, Thiel Advisors, Inc.

 

Panelists:

Howard Pyle, SVP, Customer Experience & Design, Metlife View details

 
 

Pradeep Wahi, Chairman, ARA Inc. View details

 
 

Julia Anderson, Global CIO, Smithfield Foods View details

 
 
 

4:55 pm - 5:00 pm

Thank You Address and Closing Remarks

 

5:00 pm - 7:00 pm

Cocktails & Networking