Download may 16, 2017 | new york, ny new for 2017

WHERE CUSTOMER EXPERIENCE, ANALYTICS AND ENGAGEMENT MEET
NEW FOR 2017: COMPLIMENTARY REGISTRATION
FOR QUALIFIED BRANDS
HIGH-VELOCITY GROWTH SERIES
The CPG and Retail Executive Summit
MAY 16, 2017 | NEW YORK, NY
CHAIR:
Swan Sit
Global VP of Digital
Revlon
FEATURING THOUGHT LEADERSHIP FROM:
“The High-Velocity Growth’ series provides executives like me with deep industry insights
and access to knowledge from the world’s leading business school, Wharton.”
— Kara Goldin, Founder & CEO, hint Inc.
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THE RETAIL
INDUSTRY HAS
BEEN DISRUPTED
Consumers are more educated than ever on the purchases they make
and expect retailers to know what they want, when they want it. Customer
experience no longer balances on return policies and call centers but instead
requires intuitive mobile applications, a dynamic social presence and an
interactive in-store setting. Nevertheless, while certain retailers have benefited
from successfully navigating the intersection of customer experience, analytics and engagement,
others still struggle to remain competitive in today’s evolving retail marketplace. Join today’s leading
retail and CPG experts as they explore the latest trends, tools and technology taking the industry
by storm.
SAY HELLO TO OUR 2017 ADVISORY BOARD
CHAIR:
Swan Sit
Global VP of Digital
Revlon
Noor Abdel-Samed
VP, Omni-Channel
BJ’s Wholesale Club
Richard Armour
Senior Director
Omni-Channel, GameStop
Amine Ayad
Head of Workforce
Management
Bed, Bath & Beyond
Jennie Baik
CEO & CO-Founder
Orchard Mile
Mark Baxendale
SVP, Planning & Allocation
Lululemon
Michelle Cordeiro Grant
CEO & Co-Founder
Lively
Emily Culp
Chief Marketing Officer
Keds
Tammy Eckenswiller
VP, Brand Creative
Rebecca Minkoff
Dominique Essig
Chief Experience Officer
Bonobos
Cy Fenton
President, Digital Business & CIO
Books-A-Million
Jordan French
CMO
BeeHex
Becky Gebhardt
EVP and CMO
Lands’ End
Nilou Ghazizadeh
Product Manager, Engagement
Westfield Labs
Joe Guith
President
Cinnabon
Kecia Hielscher
VP, Home
Haute Look, Nordstrom
Justin Honaman
EVP, Sales, Marketing & BD
Cotender Brands
Cathy Hotka
Principal
Cathy Hotka & Associates
Nadine Kahane
Founder & CEO
Strand & Stone
David McKillips
SVP, Retail & Culinary Services
Six Flags Entertainment
Patrick Nava
Director, Corporate Strategy
& Innovation
Gap
Minesh Shah
VP, Customer Experience
& Engagement
Uniqlo
Kathleen Weng
VP, Merchandising
ThredUp
Miriam Williams
Director, Operations
L’Occitane en Provence
Alison Worthington
CMO
Method Products
“This is a conference that really makes sense of everything that’s happening in retail today. I went home
with a lot of interesting perspectives, new ideas… and a ton of excitement about the work we do.”
— Kristi Argyilan, SVP Media & Guest Engagement, Target
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WHO YOU
WILL MEET
“We had people from all areas of retail - online,
offline, product, service, fashion- it was exciting
to see the parallel learning around how to
create the best customer experience, tap into
data and innovate. I left energized and inspired.”
— Alison Worthington
Chief Marketing Officer
Method Products
Follow Us
on Twitter:
@WhartonAsks
@momentumeventco
#RetailEast
Follow Us
on Facebook:
/knowledgeatwharton
/momentumeventco
PAST
ATTENDEES
INCLUDE
LEADERS
FROM:
Join
High-Velocity Growth
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AGENDA-AT-A-GLANCE | DAY 1, TUESDAY, MAY 16, 2017
8:00am Registration & Breakfast
9:00am CHAIR’S WELCOME AND OPENING REMARKS
Swan Sit
Global VP of Digital
Revlon
9:05am OPENING REMARKS
Barbara Kahn
Patty and Jay H. Baker Professor of Marketing
The Wharton School
9:10am EXECUTIVES IN DIALOGUE: THE FUTURE OF RETAIL
In the past 10 years, the retail industry has dramatically transformed. Join leading executives as they share
their insights into what the landscape may look like in 2027 and how best to prepare for it.
Carrie Ask
Executive Vice President
and President, Global Retail
Levi Straus
10:00am Shyam Gidumal
Leader, Consumer Products
& Retail Market Segment
EY
Sapna Shah Parikh
Director, Representative
Digital Experience
& Engagement
Avon
AI FIRST IN RETAIL
Today’s highly competitive retail environment requires rapid, data-driven decision making in order for your
brand to rise above the rest. Automating insights into customer behaviors and market conditions can greatly
improve your pricing and merchandising strategies. Implementing an effective AI tool that you trust can ensure
your brand grows fast instead of dying slowly.
Guru Hariharan
CEO
Boomerang Commerce
10:25am
Break
10:40am CONVERTING CUSTOMER ENGAGEMENT INTO SALES: CREATING A VALUABLE, UNIFIED EXPERIENCE
Navigating the path to purchase in the digital, social, mobile and live environment has become increasingly
complex. Understanding why and how customer decisions are made can make the difference between a
one-time buyer, a repeat buyer, a loyal buyer or a non-buyer. Including discussion on key strategies and
techniques employed for aligning the cross-channel experiences, as well as practical takeaways and
real-world insight for motivating and optimizing customer activity across mobile, online, in-store and social
channels, for stronger, more relevant customer interactions.
Eoghan Geoghegan
VP, Business Development
Momentfeed
Denise Incandela
CEO
Aerosoles
Jonathan Luster
VP, Market & Concept Development
Lowes
Bridget Russo
Chief Marketing Officer
Shinola
11:30am TAKING A BYTE OUT OF THE BIG DATA CHALLENGE: ACTIONABLE INSIGHTS THAT PROVIDE
PRECISE SOLUTIONS
As a society, we are more connected than ever, yet the disconnect between consumers and brands seems to
widen every day. Is the data just too big and complex to truly take advantage of? Perhaps. In this session learn
how The Weather Company, an IBM Business embraces the challenge of big data – processing more locationand weather-based information than any other company to uncover actionable insights that drive strategy and
better business decisions. We’ll also touch on how as part of Watson we are now able to harness AI to uncover
even deeper and more actionable insights.
D.J. Reali
SVP, National Advertising Sales
The Weather Company, an IBM Business
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AGENDA-AT-A-GLANCE | DAY 1, TUESDAY, MAY 16, 2017
11:55am KEEPING CONSCIOUSNESS IN CAPITALISM: ALIGNING GOALS, ROLES, VALUES AND ATTITUDES
This year’s Superbowl ads said it all: today’s consumers want to buy products and engage with companies that
align with their social values. Today’s retail and CPG brands need to incorporate everything from environmental
impact to employee engagement to corporate giving into their messaging and practices. When your mission
is about more than making money you often stand to make more and secure incredibly loyal customers along
the way.
• Sincere messaging about conscious practices
• Engaging employees as product and message ambassadors
• Creating a community mission shared by customers and employees
Judd Harner
CMO
S’well Bottle
12:35am Moderator:
Shivika Sinha
Founder & CEO
The Veneka group
Michael Lastoria
CEO & Co-Founder
&pizza
THE ENDLESS AISLE: EXTENDING BRAND INTERACTIONS FROM THE COUCH TO THE STORE
AND EVERYWHERE IN-BETWEEN
Consumers seamlessly traverse channels in their shopping journey, demanding highly personalized, mobileenabled, and frictionless shopping experiences. But in delivering this new Endless Aisle, retailers get tripped up
attributing the impact of digital marketing strategies on physical shopping experiences. The ability to measure
not just store visits, but also sales and incrementality will unlock the potential of location-based marketing and
drive growth for brick and mortar retail.
Mariam Dombrovskaja
VP, Retail
Shopkick
Chuck Yu
VP
Visa
1:00pm Lunch
1:45pm RESEARCH PRESENTATION: CURING THE ADDICTION TO GROWTH
Companies in all industries eventually see their revenue growth slow. Retailing is no exception. Fickle consumers, intense competition, changing markets, and the rapid growth of online retailing all combine to exert
pressure on the top line. The retail graveyard is filled with that companies that grew rapidly and then, faced
with declining growth, couldn’t find ways to respond. What should a retailer do when growth slows? Learn
some answers to this question based on a joint research project between Wharton, Cornell and NYU.
Marshall Fisher
UPS Professor, Operations, Information and Decisions Department
The Wharton School
2:15pm WHAT CAN WE LEARN ABOUT MARKETING FROM DOCTORS?
How do you know that your marketing is working? This question has been plaguing marketers for years, forcing
them to rely on proxies and second rate metrics to determine the success of their campaigns. Open rates, Click
Through Rates and Direct Revenue reigned supreme. Yet these were only telling us half of the story, eschewing
the challenge of understanding how your campaigns are actually influencing behavior. Are they making your
customers spend more with you or are you really just moving around dollars from one revenue source to the
other? Is your marketing working, or are your measurements skewed by the Placebo effect? Just like in medicine,
marketing needs to rely on built in scientific testing in order to correlate between assumptions and results.
Continuous scientific testing reveals the true impact of each marketing action you take across all of your
business KPIs. And with self-optimizing campaigns, these actions change and evolve as your customers do so
that you don’t have to pay the price of generalization, making sure that there is never a stale journey to be had.
Pini Yakuel
Founder & CEO
Optimove
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AGENDA-AT-A-GLANCE | DAY 1, TUESDAY, MAY 16, 2017
2:40pm THE NEW BRICK-AND-MORTAR: REVOLUTIONIZING THE CUSTOMER EXPERIENCE WITH
DISRUPTIVE TECHNOLOGY
In a multichannel world, today’s retailers must become more than just a place to sell goods. The last 10 years
have seen a dramatic evolution for the retail industry. Technological advances and a hyper-connected world have
resulted in new customer behaviors and expectations. In a world where blockchain, VAR, IoT and AI promise to
revolutionize business and customers engage through a variety of technologies both in store and out, it takes a
clear mission and new understanding of ROI to ensure that you invest in the right technologies to enhance the
customer experience.
Actionable Takeaways:
• A customer-first approach to new technologies
• Cost/benefit analysis of various approaches
• Using live experiences to increase physical and digital sales
Amine Ayad
Head of Workforce
Management
Bed, Bath & Beyond
3:25pm
Mike Festa
Head of Research
and Development
Wayfair
Joshua Rockoff
Head of Omnichannel
Sears Holding Corporation
Break
3:40pm FIRESIDE CHAT: CUSTOMER SERVICE FOR EVERY TOUCH POINT
Today’s customer demands an integrated multi-channel experience not only for shopping, but also when they
need support. Sit down with Zendesk and New Balance as they lead you through a discussion of how New
Balances has navigated various support channels to maximize customer satisfaction and keep customer
experience top of mind.
Andrew Anton
Senior Solutions Consultant
Zendesk
4:05pm Kyle Largent
Fraud Prevention Supervisor
New Balance
PRIVACY IN THE DIGITAL AGE – AVOIDING CONSUMER BACKLASH: SMART MARKETING
PRACTICES FOR COLLECTING CUSTOMER DATA WHILE IMPROVING PERSONALIZATION,
TRUST AND TRANSPARENCY
The Digital Age has transformed everything we do, from streamlining operations and communicating with our
counterparts to collecting data and interacting directly with customers- technology has and continues to drastically
alter the way we conduct business. However underneath the outstanding progress and exciting innovations exist
new risks and dilemmas that center on privacy control. Join panelists as they explore:
• Various data collection practices that are being embraced and rejected by customers
• The personalization conundrum: how to avoid crossing the line from “personalized” marketing to
“creepy” marketing
• Creating transparency- identifying to the customer who will be collecting data, for what purposes and by
what means
• Building trust- ensuring that the customer’s privacy preferences are met and that data collection remains
well within the constraints of any legal or social contract
Lauren Shy
Senior Legal Director, Global eCommerce
and Chief Privacy Officer
PepsiCo
Mike Scafidi
Director, Marketing Technology & Digital Operations
Pepsico
Jeff Bruneteau
Regional VP
Duane Reed, Walgreens
Doug Norton-Bilsby
Global Vice President - Retail and Consumer Products
ForgeRock
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AGENDA-AT-A-GLANCE | DAY 1, TUESDAY, MAY 16, 2017
4:40pm WHEN CRM MEETS PROGRAMMATIC: AN INNOVATIVE STRATEGY FOR CUSTOMER REACTIVATION
Retaining existing customers is supposed to be cheaper than acquiring new ones. In the digital space however,
reactivation is often a very challenging strategy.
Using Adore Me, one of the fastest growing retailers in the US, as an example, we will address several key issues:
• How to leverage CRM assets in digital media
• How to measure the true ROI of Digital and optimize on real incrementality
• How to maximize Customer Lifetime Value across multiple online channels/platforms
Romain Liot
COO
Adore Me
5:05pm Thibaut Munier
Co-Founder & COO
Numberly
INTERACTIVE WORKSHOP: PUBLIC/PRIVATE PARTNERSHIPS TO DRIVE RETAIL’S FUTURE
Everything is getting smarter, including our cities. Today’s climate of constant change poses major challenges
and opportunities for both the public and private sectors. Retailers will benefit from collaborative relationships
with forward thinking public officials and therefore now is the time to develop a concept for how improved
infrastructure and smart technologies can benefit both retailers and consumers.
“KNOWLEDGE@WHARTON” Logo Treatment on White/Gray/Black/Blue backgrounds:
During this session:
• Mayoral candidate Mike Tolkin will share a vision for an upgraded NYC.
• Work in small groups with fellow attendees to discuss what you need from the government to grow
your business.
• Share your vision for the ideal public/private partnerships
Mike Tolkin
Candidate for Mayor of New York
5:35pm CLOSING COMMENTS
Swan Sit
Global VP of Digital
Revlon
To register:
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5:40pm Reception
REGISTRATION INFORMATION
COMPLIMENTARY & ONLY OPEN TO INDIVIDUALS WHO:
• Work for a Retail or Consumer Goods/Services brand (brick and mortar or online)
• Hold the title of: CXO, President, SVP, Director, VP or Manager (with budget and/or human capital responsibilities)
• Have responsibilities for: strategy, finance, branding, marketing, merchandising, digital, analytics, e-commerce,
customer experience, big data, customer service, business development, international and/or omni-channel
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Register today by clicking below, emailing [email protected] or calling 646.807.8555.
If you do not fall into our attendee category, please contact Ben Greenzweig, Co-Founder and
Co-CEO, at [email protected] to see how you can you get involved.
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