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Friday, November 16, 2018 
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Customer Experience Summit - 2018

CIO and Technology Leadership Strategies for
Creating Great Customer Experience

Online Training Modules

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


 

   
 

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