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Customer Experience

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Summit - 2018

CIO and Technology Leadership Strategies for
Creating Great Customer Experiences

Stuck in the Mud? 5 Ways IT Struggles with Great Customer Experiences and Digital Transformation ... and What You Can Do About It.

 

 

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Presentor:

Steve Rotter, CMO, OutSystems

Author, blogger, and evangelist, Steve Rotter has been focused on helping IT and business leaders create great customer experiences for over 20 years. At OutSystems, Steve leads the CX initiatives for one of the fastest growing B2B software companies in the world. Most recently, he was CMO of artificial intelligence software company Acrolinx and was co-founder of Q-Link Technologies, a BPM platform acquired by Adobe in 2004. Steve received his MBA from Northwestern University’s Kellogg Graduate School of Management and has volunteered on advisory boards for several non-profit organizations including World Vision and A Child’s Right.


Keynote Panel: CIO and Technology Leadership Strategies for Customer Experience

Learn from CIOs, CTOs, CMOs and other Senior Technology Executives their successful strategies for both driving customer experiences AND responding to the business as they bring customer experience projects to IT.

 

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Panelists:

Kelly L. Coomer, Vice President – Divisional CIO Consumer Technology, Allstate Insurance Company

Kelly Coomer is vice president and divisional CIO of Consumer Technology where she is responsible for the engineering of mobile, iOT and web software products used by Allstate customers.  Kelly also manages the software utilized in producing the insurance policy documents and leads the Online Analytics and Search Engine Optimization team which leverages insights from digital activity to improve the capabilities and discoverability of Allstate-wide digital assets.

   

Maureen Durack, Director Operations, Vedder Price

Maureen is Director of Operations for Vedder Price P. C. Vedder Price is a 300 attorney law firm with 5 domestic and 2 international offices. Maureen received her Accountancy degree from the University of Illinois and is a Certified Public Accountant. Maureen’s career began as an auditor with Ernst & Young evolving into full-time consulting position in Information Systems. Maureen has worked with Vedder Price for over 22 years starting as the Director of Management Information Services then promoted to Director of Operations in 2013 serving as a key member of the functional transition committee for the growing firm.

   

Gary C. Sarkesian, SVP, Customer Experience and Professional Service, Pearson

Gary is currently serving as the Senior Vice President, Customer Experience and Professional Services at Pearson. In this role his teams are responsible/accountable for the successful outcomes of their customers, ensuring adoption of the Pearson Platform, operationalizing the digital pedagogy, bringing efficacy into our programs and managing how customers interact across all Pearson channels and their experiences.

   

Anoop Verma, Director, Tech Products & Innovation/IT Applications, The Joint Commission

Anoop Verma leads Technical Product Management and Enterprise Applications for a not for profit global leader in healthcare dedicated to patient safety and healthcare quality. Prior to this, he led strategy, planning, architecture and delivery function in companies ranging from startups to Fortune 100 companies. He has led as well as advised on major organizational transformations from Waterfall to Agile project portfolio delivery, from cost center to change catalyst, and tactical service provider to innovation partner.

   

Moderator: Steve Rotter, CMO, OutSystems

Author, blogger, and evangelist, Steve Rotter has been focused on helping IT and business leaders create great customer experiences for over 20 years. At OutSystems, Steve leads the CX initiatives for one of the fastest growing B2B software companies in the world. Most recently, he was CMO of artificial intelligence software company Acrolinx and was co-founder of Q-Link Technologies, a BPM platform acquired by Adobe in 2004.

   

Presentation: The Role of Your Customer is Changing How You Lead, Manage, and Execute Your Business.

Philene, Digital Strategist at Solstice, will be share insight on how organizations should be addressing the changing role of the customer - including best practices, typical challenges, and lessons learned.

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Presentor:

Philene Molz, Strategist Principal, Solstice

Philene Molz is a Strategist Principal at Solstice and has 15 years of experience in consulting. She has worked with more than 500 organizations, including Fortune 500 clients, on various business challenges including business transformation, product implementation, and executive alignment. Her passion is helping teams and organizations gain stronger alignment in order to achieve transformational change. In her free time, Philene enjoys traveling and attending football games at her alma mater, Texas Christian University


BizDevOps or Why Digital Transformation is a multi-disciplinary effort

Digital Transformation is on top of your agenda.All of your teams are ensuring they do the best job possible and still it feels like you are moving not fast enough or even in the wrong direction. Learn how digital experience management gets all your stakeholders – business, technology and marketing speak the same language and achieve more. See state-of-the art user experience management in practice and learn how to manage the happiness of your users in hard numbers and find the spots where to tweak it. Also get your to-do list to learn where you are on your digital experience management jour

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Presentors:

Alois Reitbauer VP, Chief Technology Strategist, Dynatrace

Creativity and love of adventure are hallmarks of Dynatrace leadership and Alois is no exception. Whether bringing to market three of our market-leading performance solutions, participating in a cattle drive in Argentina or travelling the world in search of the perfect sushi, Alois is fearless and passionate. He’s a tireless creative force and evangelist for Dynatrace technology, services and solutions. With Masters Degrees in both software and information engineering, he’s equally at home addressing major international conferences or strategizing with Dynatrace architects, engineers and customers. Not surprisingly, his automobiles of choice are Porsche sports cars—always red and preferably convertible.


Data Friction - What's killing your internal and external experience

Data Friction is the resistance encountered when constraints on data prevent people from meeting the ever-growing demands of the business. In this presentation, Adam will share customer experiences to explain the new concept of data friction, how to identify it, and how to start eliminating it from your organizations.

 

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Presentor:

Adam Bowen, Strategic Advisor, Office of CTO, Delphix

Adam is a technology leader with over 15 years of experience in technical, sales, and senior leadership roles. As the senior member of the Office of the CTO, Adam works with other thought leaders executives of the Global F100 to eliminate key business constraints through innovative new processes, offerings, and technologies. Adam serves as an evangelist on behalf of Delphix communicate our vision, values, and ideas with our customers.Adam's background is in DevOps, TDM, Cloud, Security, and Migration for the US Gov't and global financial powers.


Case Study/ Blueprint - Customer Experience in light of disruptive innovations

Today’s evolving and fast paced digital economies and expectations of immediacy are driving and shaping the future of investment fabric across industries. Artificial intelligence, machine learning, block chain, power of data, Fintechs and diversity of consumers are all dots that connects and influence future of customer experience. I am thrilled and look forward to sharing my thoughts and learnings around maximizing strategic investments with customer centric roadmaps. 

 

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Presentor:


Qasim Khan, Head of Technology, Investment Services, U.S. Bank

Qasim Khan heads global technology delivery teams supporting multiple products across Investment Services at U.S. bank. Thought leader and a futurist, who is responsible to drive technology strategy to enable product growth, champion innovation and drive efficiencies. Over the years, he has been in strategic and operational roles supporting delivery of new products, mergers and acquisitions, development and architecture. Prior to joining U.S. Bank, he has been in various roles with Bank of America and LaSalle Bank. He received a Bachelor of Science in Mathematical Computer Science from University of Illinois at Chicago and his Master of Business Administration from DePaul University. Besides professional engagements, he is passionate about making a difference by helping others; he is a cricket enthusiast and loves to travel.


Panel Discussion #2: Case Studies and Lessons Learned from Human Centered Design, Rapid Experimentation & Agile

Learn how companies that shifted to the modern Agile/Dev Ops environment made them more responsive to the business and enabled them to create better customer experiences.  Panelists include:  CIOs, CTOs, Chief Innovation Officer, VP of Development

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Panelists:


Jennifer Faris Severns Chief Experience Officer American Marketing Association

As the Chief Experience Officer for the American Marketing Association, Jennifer is shaping the way marketers interact with the largest marketing association in the world. Under her leadership, design of the organization’s customer experience is continually optimized, delivering value to marketers in search of concrete insight, career advice and a supportive community. Previously, Jennifer led creative strategy for large-scale experiences serving Fortune 500 brands such as Allstate, Mondelēz International, 20th Century, Fidelity Investments, Dell and Cisco. She built and led the creative and digital team for Omnicom’s social media agency, Zócalo Group, and she spent nine years directing design strategy for Oprah.

   

Neil Goodrich, CIO, M. Holland Company

As the technology leader at the M. Holland Company, Neil is responsible for not only setting the IT strategy but driving change within the organization. His multi-disciplinary background includes previous lives in accounting, project management, and investigation while his recent work has focused on building IT teams around cultures of creativity. He received his undergraduate degree in Criminal Justice from the University of Illinois at Chicago, and later returned there to earn his Masters in Business Administration.

   

Alex Welch, Director Business Analytics, E*Trade

Alex Welch is the Directory of Business Analytics at E*TRADE with 8 years of experience in analytics and data. His organization is responsible for almost the entire ‘data’ spectrum, ranging from reporting, architecture design, advanced analytics, and innovation. Having worked at both Fortune 500 and mid/early stage companies, Alex has successfully built teams and programs which have elevated the organization. He was part of the core team which drove the 2016 $725M acquisition of OptionsHouse by E*Trade. He also works closely with university data science programs to help them develop relevant curriculums and position their students for successful careers.

   

Ryan Duritsa, Group Creative Director, Digital, Walgreen Co.

Ryan Duritsa is a digital Creative Director and design thinker who lives to solve the sticky problems where business, technology, and design meet. Spanning two decades, Ryan’s career has covered client work from Rock n’ Roll to retail both on the agency side and in-house. Ryan has spent the past 8 years in-house at Walgreens growing a digital design group from 6 to 60+, leading design and creative work across digital marketing, online features and functionality, digital/video content, and mobile. Ryan believes the power of collaboration, culture, and setting the bar high is the key to great leadership, and marrying great design and technology with brand is where the most successful customer experiences are found.

   

Moderator: Philene Molz, Strategist Principal, Solstice

Philene Molz is a Strategist Principal at Solstice and has 15 years of experience in consulting. She has worked with more than 500 organizations, including Fortune 500 clients, on various business challenges including business transformation, product implementation, and executive alignment. Her passion is helping teams and organizations gain stronger alignment in order to achieve transformational change. In her free time, Philene enjoys traveling and attending football games at her alma mater, Texas Christian University


Summit - 2017

CIO and Technology Leadership Strategies for
Creating Great Customer Experience

Strategically Adapting your Operations: Prepare for Accelerating Mobile Disruption

Most technology executive tend to be about 10% vision, 90% operations in their orientation by nature. This necessitates projects that address problems of the past and the challenges of the present, with an eye towards the horizon. However, there is a disruption just beyond the line of sight. It encompasses all three pillars of customer experience: voice, web, and mobile application. Insight into the challenge of this near term technical shift, and practical measures to address will be the focus of this discussion.

 

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Presentor:

David Chavez, Vice President, CTO Architecture & Business Evolution, Avaya

David Chavez, Vice President, CTO Architecture & Business Evolution, Avaya

David Chavez is a Vice President in the Office of Avaya’s Chief Technical Officer, a 49 year-old Systems Architect with 26 years of professional experience. He credits his exceptional track record of innovation to “creativity and enthusiasm in my approach to solving problems.” His contribution has been recognized by 79 US patent awards, with many more pending. David was responsible for Avaya’s award winning and market leading IP Communications architecture, and the creator of Avaya’s Next Generation Aura™ architecture launched in 2009. David has received numerous professional awards including the Avaya Leadership Award, Avaya’s “Leading Edge Innovators” Award, AT&T’s Partner of Choice Award, the Lucent International President’s Award, and the Lucent GROWs Award for his commitment to personal development and the development of others. The products he developed have won many awards, including “Product of the Year” from Network Magazine and “best new business phone system” from Communications Convergence.


Keynote Panel: CIO and Technology Leadership Strategies for Customer Experience

Learn from CIOs, CTOs, CMOs and other Senior Technology Executives their successful strategies for both driving customer experiences AND responding to the business as they bring customer experience projects to IT.

 

View webcast
Panelists:

James Marks, Director of Information Technology. Magellan Corporation

James Marks, Director of Information Technology. Magellan Corporation

Jim directs the Information Technology group at Magellan Corporation, a worldwide distributor of Specialty Steel Products.  With more than 30 years of experience managing data and developing software for dozens of companies, Jim has addressed a broad range of user experiences in mid-cap and Fortune 500 companies. 

 

Elizabeth Romero, Ph.D., Director, Learning Technology Solutions, University of Illinois at Chicago

Elizabeth Romero, Ph.D., Director, Learning Technology Solutions, University of Illinois at Chicago

Elizabeth has a Ph.D. in Educational Leadership and Organizational Development. She is the director of the Learning Technology Solutions team, a group of the University of Illinois at Chicago (UIC)  Academic Computing and Communications Center (ACCC). She is responsible for the central implementation and integration of learning technology systems, outreach, faculty development and technical support for the use of UIC s teaching and learning environments and tools.

 

Sonesh Shah, Director of Digital Marketing eCommerce & IoT, Robert Bosch Tool Corp

Experienced digital leader - currently leading all digital marketing, eCommerce and connected products for Bosch Tool Corporation in the US and Canada. Responsible for setting our digital strategy across our brands and supporting digital transformation efforts in both B2B and B2C. Passionate about the change that digital can bring to the brand - user relationship and growing brands in the digital age. all

 

Abdur Sulaiman Director of IT: Digital Transformation Omnichannel Store Systems Transformation Strategy and Architecture, Crate and Barrel

Abdur Sulaiman Director of IT: Digital Transformation Omnichannel Store Systems Transformation Strategy and Architecture, Crate and Barrel

Abdur Sulaiman has been with Crate and Barrel for the past 17 years. He started at Crate in the Product Information and Merchandising systems and delivering an API based approach for the merchandising systems. He moved to the supply chain and wareshousing management systems, leading many highly visible implementations including the Foreign trade zone project.


Moderator: Grant Smith, Director, Tools and Solutions, Americas, LANSA

Grant has over 20 years of experience in the technology marketplace both here in the US and abroad − working with hundreds of companies to assist them in gaining real business value from their software investments.  Grant has spoken at numerous industry events such as COMMON, COMMON Europe, DevCon, and other user groups across the country.




Presentation: Using Rapid Experimentation to Deliver Remarkable Customer Experiences

Will this new feature or channel pay off and where should we place our next technology bet? Faced with an onslaught of new channels and possibilities, Jared Johnson from Solstice will discuss how companies are leveraging experiment-based product development strategies to not only meet but consistently exceed heightened customer expectations. Over the last seven years, Jared's been focused on helping the world's biggest brands connect with their customers and employees through digital innovation. He joined Solstice with a background in digital consulting and delivery and jumps at any opportunity to ideate over the creation of customer experiences worth talking about.

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Presentor:

Jared Johnson, Sr. Digital Strategist , Solstice Mobile

-Jared Johnson, Principal Digital Strategist, Solstice

Jared Johnson is a Principal Digital Strategist at Solstice. Over the last six years, Jared has been focused on helping the world's biggest brands connect with their customers and employees through digital. At Solstice, Jared is passionate about helping clients win with emerging technology, and delivering never-been-done-before digital experiences. Joining Solstice with a background in digital consulting and delivery, Jared thrives on ideating digital experiences that people love, all while helping brands' bottom line.


Case Study - Emerson

DigitasLBi will discuss the challenges of steering Emerson Electric, a multi-national conglomerate through a period of replatforming their technology stack and redefining their customer experience.   We will share our experience of guiding and working with a global team of marketers, IT teams, and partners through a complex web of B2B and B2C commerce and customer experience requirements using an agile methodology. The speakers will address how they overcame architectural, organizational, operational, and integration challenges to deliver a beautiful brand experience.


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Presentors:

Doug Wagner, Program Manager, Emerson’s Corporate Digital Experience Team

Doug Wagner, Program Manager, Emerson’s Corporate Digital Experience Team


Doug has nearly 20 years of experience with multi-billion dollar B2B organizations managing internet content systems and teams including: Product Information Management, Digital Asset Management, Web Content Management and search technologies. He manages a portfolio of products and services surrounding the company’s web site support strategy.


Christopher Ina, Associate Director, Experience Design, DigitasLBi

Christopher Ina, Associate Director, Experience Design, DigitasLBi

Chris Ina leads the Interaction Design and eCommerce practice for the Experience Design department in DigitasLBi’s Chicago office. With a degree in Human Computer Interaction from DePaul University, Chris brings a passionate approach to advocating for the customer during the research, design, and implementation phases of digital design projects. Chris most recently led a website re-design for Fortune 150 company Emerson Electric, and has designed digital experiences for clients such as Big Lots, Cardinal Health, and Empire Carpets.

 

Matt Saip, Vice President Technology Strategy, DigitasLBi

Matt Saip, VP/Director, Technology, DigitasLBi

Matt Saip leads Technology Strategy in the DigitasLBi Chicago office. He runs large, enterprise-scale development projects, gathering business/functional requirements and bringing together designers and developers to deliver innovative technology solutions for major brands such as Emerson Electric, MillerCoors, and BP. Matt drives business and technology strategy as he partners with creative teams, front-end and back-end developers and client IT departments in order to realize the clients goals.

 


5 Hard Truths About Customer-Centricity

Building a customer-centric organization is critical to long-term success in our technology driven world. Organizations that truly focus on customers consistently out perform their peers. But, becoming customer-centric requires organizational changes that can be challenging to implement. And, there are many pitfalls and false-assumptions along the way. In this talk we’ll explore some of the hard truths that an organization must come to terms with in order to become truly customer-centric. We’ll learn by example from case studies of companies that have done it well, and some that have missed the mark. Attendees will take away a better understanding of what it means to be focused on customers and hopefully some tools and ideas for how to make it happen for their organizations.

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Presentor:

JC Grubbs, CEO & Founder, DevMynd

JC is the founder and CEO of DevMynd, a digital product studio in Chicago and San Francisco. He has dedicated most of his working career to the pursuit of bringing together great designers, strategists, and technologists and unleashing them on challenging problems - the recipe for truly innovative solutions. He has done this at several firms in the past and now again at DevMynd where he serves not only as the CEO but lead facilitator for workshops utilizing the firm's Shift methodology, a problem solving and innovation framework.


Delivering a High Performing Customer Experience .  

Case Study of health system transformation to deliver highly improved customer experience. Revealed findings about customer differentiation techniques, how to evaluate customer expectations and how to derive relevant comparisons to other industry benchmarks. Summary of techniques to set quantitative KPIs that reveal the improvement initiative outcomes and affect.

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Presentor:

John Squeo, Chief Innovation & Strategy Officer, Thorek Community Hospital


John leads the Office of Innovation and is responsible for Business Intelligence, Risk Analytics, IT, Quality Analytics, Digital & Marketing and growth strategies. Previous to Thorek, John has held positions in healthcare consulting as the CTO and SVP for Allied Telesis where he led the global healthcare professional services division, and as a healthcare system administrator for Vanguard Health Systems, a 26 hospital system where he worked extensively on population health initiatives including the a Medicare Pioneer ACO and 4 Medicare Shared Savings ACOs. In 2012, his teams were awarded the designation of Most Wired Hospital by Hospital & Health Networks.


Panel Discussion #2: Case Studies and lessons learned when shifting to the modern Agile/Dev Ops IT.  

Learn how companies that shifted to the modern Agile/Dev Ops environment made them more responsive to the business and enabled them to create better customer experiences.  Panelists include:  CIOs, CTOs, Chief Innovation Officer, VP of Development

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Panelists:

Paul Haisman, CTO American Joint Replacement Registry

Paul Haisman, CTO American Joint Replacement Registry

Paul is Chief Technology Officer for the American Joint Replacement Registry (AJRR) based in Rosemont, IL. AJRR is a nationally qualified clinical data registry using data and analytics to enhance orthopaedic quality of care, improve patient outcomes, reduce costs, and advance orthopaedic science and bioengineering. Responsibilities include enterprise architecture, solution design, performance, reporting, and analytics. He also serves as Information Security Officer to ensure HIPAA and HITECH compliance.


Van Richardson, Director of Technical Operations, Grubhub

Van is Director of Technology for Grubhub based in Chicago, Illinois.  With over 20 years experience in various areas he brings a wealth of knowledge from traditional IT through its evolution into the DevOps space as well as leading technology services for large organization.  Van is responsible for ensuring availability of the company’s services, as well as leading its corporate technology strategies.  You can find him flying his drone on the weekend all around Chicagoland. 

 

Gustav Toppenberg,Ph.D Senior Director - IT | Global Head of Enterprise Architecture & Service Management Aon

Gustav Toppenberg,Ph.D, Senior Director - IT & Global Head of Enterprise Architecture & Service Management, Aon


Gustav Toppenberg (PhD) joined Aon Plc in 2016 as a Senior Director of IT and is responsible for the transformation to an ‘architecturally-driven and services-led’ IT organization as Global Head of Enterprise Architecture & Service Management. Previously, he served as Head of Enterprise Architecture and Portfolio Planning at Cisco Systems.



Bruce Schinelli,VP of IT and CIO, TTX Company

Since joining TTX as the VP IT and CIO in late 2006, Bruce led TTX through a six-year program to reengineer and refresh all aspects of Information Technology serving our business and its customers, while changing the culture and perception of IT.  Leveraging this transformation, Bruce has continued to lead TTX through technology and business transformation; introducing mobile business services and analytics in both operational systems and systems of innovation that directly drive TTX’s strategic value to the rail industry. 

 

Moderator: Christine Watts, Chief Enterprise Architect, The University of Chicago Medicine

Christine is a 29 year IT professional with experience in many industries, most recently as a Chief Enterprise Architect at the University of Chicago Medicine, responsible for governing IT architecture including principles, strategy & roadmaps, and alignment of IT spending with business strategy, goals & objectives.

 


 

 
 

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