12:30 PM | REGISTRATION DESK OPEN

All attendees, sponsors and speakers must check in at the registration desk and pick up a name badge. Please wear your badge at all times during the Summit.

1:30 PM – 4:00 PM | NETWORKING EVENT

ICX Tours

The DFW area is home to many exciting venues with engaging interactive technology. The ICX Tours are a great way to see this technology in action and to get to know many of your fellow attendees.

Attendees will be able to choose one of the following venues:

• Legacy West – Neighborhood Goods & Spence Diamonds
• National Videogame Museum
• Reflect Digital Innovation Lab
• The Star – Dallas Cowboys World Headquarters

Tours are open to all qualified attendees, but space may be limited. Sign up early to ensure your participation.

5:00 PM | OPENING KEYNOTE

Disruption: How Speed & Innovation Can Change an Industry

When it comes to innovation, speed is the name of the game. Companies that can scale at lightspeed while disrupting the guest experience are transforming their industries. Michael Browning, founder and CEO of Urban Air Adventure Parks, will shed light on how igniting insanely fast growth can lead to increased market share, big profit margins, and a distinct competitive advantage.

Speaker:
• Michael O. Browning Jr. | CEO | Urban Air Adventure Park

KEYNOTE SPEAKER 

Michael O. Browning Jr.
CEO
Urban Air Adventure Park

6:00 PM | ICX ASSOCIATION

Elevate Awards Presentation

The ICX Association Elevate Awards honor the individuals and organizations that are pacesetters in using technology to elevate the customer experience.

Click here to learn more about the Elevate Awards.

6:30 PM – 8:30 PM | NETWORKING EVENT

Welcome Reception

Join us in the ICX Discovery Zone on opening night for cocktails and hors d’oeuvres. This is a great opportunity to meet some of our speakers, sponsors and your fellow attendees.

7:00 AM | BREAKFAST & REGISTRATION

Breakfast buffet is open to all Summit participants. Be sure to check in at the registration desk and pick up your name badge if you haven’t already.

8:00 AM | KEYNOTE SESSION

Defining Today’s Customer

Ryan will dive into and define today’s retail customer ranging from the mercurial Gen Z to the dependable Baby Boomer. How is today’s customer spending the money in their purse and wallet? Where is that customer spending their time? What tactics can be used to intrigue those customers? Take a journey through today’s ever changing customer in a world filled with direct to consumer brands, ecommerce and the Google/Facebook duopoly.

Speaker:
• Ryan Craver | CEO | Commerce Canal

KEYNOTE SPEAKER 

Ryan Craver
CEO
Commerce Canal

9:00 AM | REFRESHMENT BREAK

9:30 AM | BREAKOUT 1 (ICX)

Building Experiences to Drive Stronger Engagements

Many factors go into building an experience (strategic planning, memorable content, engaging design, environmental design, desirable product, etc.), but ultimately, people want experiences; it gives the things they buy more value.

We’ll look at how experiences are built, how they are measured, and how organizations engage with the audience. We’ll discuss how the latest tech can drive stronger engagements, make a lasting impression and have them coming back for more.

Panelists:
Christiana DiMattesa
Instore & Experiential Marketing Director, North America
Under Armour

Len Dudis
CIO
Grupo Vidanta

Lisa Huertas
Chief Experience Officer
Texas Tech FCU

Moderator:
Richard Ventura
VP of Strategic Management
NEC Display Solutions of America

9:30 AM | BREAKOUT 2 (ICX)

The Future is Now

When we look at what’s next, we realize that many things we didn’t think were possible even five years ago are happening now: robotics, autonomous vehicles, drones, artificial intelligence, automated stores, emotion detection, smart assistants and more.

We’ll examine the world of what is possible through the lens of machine learning and AI-infused experiences.

Panelists:
Bernie Gessner
VP, Global Customer Experience
Fossil Group

David Hewitt
Group Vice President
Publicis.Sapient

Moderator:
Christie Rice
Worldwide Digital Signage Segment Manager
Intel

9:30 AM | BREAKOUT 3 (CONNECT)

Chat, Chatbots and Conversational Commerce

According to the Pew Research Center, 89% of Americans aged 18-49 own a smartphone. Text has surpassed calling and now consumers expect to be able to use chat to conduct business.

Well executed chat and chatbot experiences can help resolve customer service issues and questions quickly and effectively. Conversely, poor chat and chatbot experiences can frustrate customers.

With Amazon Echo, Google Home, Facebook Messenger, etc., more questions and transactions are taking place on smart home devices and chat platforms. Learn how to take advantage of these platforms.

Panelists:
Brenda Barré
Manager, Mobile and Digital Innovation
Caesars Entertainment

Zachary Fleming
GM Digital Health
Baylor, Scott & White Health

Tod Szewczyk
VP, Director Emerging Technology & Innovation
Leo Burnett

Moderator:
Judy Mottl
Editor
Retail Customer Experience

10:30 AM | REFRESHMENT BREAK

11:00 AM | BREAKOUT 1 (ICX)

Is a Cashier Necessary in the Future of Retail?

Amazon Go has captured our imaginations by illustrating what shopping would look like without cashiers. Amazon calls it “just walk out shopping.”

Is this practical or scalable in a store with 10x the SKUs? Are customers willing to change habits and embrace new ways to check out? In this session, we’ll discuss and debate the implications.

Panelists:
Brian Anderson
Director of Technology
Modern Restaurant Concepts

Ruth Crowley
Former VP, Customer Experience Design
Lowe’s

Briton Smetzer
Former VP of IT Operations
Fuzzy’s Taco Shop

Moderator:
Elliot Maras
Editor
Kiosk Marketplace & Food Truck Operator

11:00 AM | BREAKOUT 2 (ICX)

Equipping Your Employees with Tech Tools to Deliver a Great CX

A great customer experience starts with your employees. You invest in your employees through training, but are you giving them the technology they need to deliver great experiences or giving them technology from 1998?

Are you as obsessed about your employee’s journey, pain points and motivations as you are your customers? The right tools can enable new employees to help customers from day one.

Panelists:
Timothy Embretson
Senior Director, Retail & Services UX, Activation & Selling Tools
Best Buy

Robert Hill
Director of Software
Galaxy Theatres

Moderator:
Doug Moss
CTO
ShiftPixy

11:00 AM | BREAKOUT 3 (CONNECT)

Is Your Loyalty Program Working for You?

Mobile loyalty programs, while not new, continue to be launched and refined. Once you have your rewards program launched, how do you track its success?

This session will discuss what metrics brands are using to know if it’s working and how to integrate loyalty with various systems. We’ll also share successful campaigns that drive incremental sales.

Panelists:

Will Hanrahan
Digital Marketing Manager
Fazoli’s

Rachel Layton
VP of Marketing + Growth
Taziki’s Mediterranean Cafe

Monica Minford
Senior Director of Digital Marketing
HuHot Mongolian Grill

Chris Roution
Director of Partnerships
T-Mobile

12:00 PM | LUNCH & LEARN

Lunch & Learn

Join us for lunch in the main ballroom while listening to an informative talk from an industry leader.

1:00 PM | EXHIBITS

ICX Discovery Zone

The Discovery Zone will be open throughout the Summit for attendees to get hands-on demonstrations of the innovative customer engagement technology developed by Summit sponsors. But to make sure you have enough time to visit all the booths, we’re setting aside this time on the agenda so you can explore the Discovery Zone without missing any sessions.

2:30 PM | BREAKOUT 1 (ICX)

Owning the Digital Guest Experience

Who in your organization owns the digital guest experience?

Focusing on holistic and consistent evidence-based UX/GX, as well as having a “don’t be evil” czar can help make sure digital interaction initiatives aren’t just based solely on what will squeeze the most money out of the user.

Brands’ marketing and advertising reach so many people and we have such a powerful ability to influence behavior. We should also use that responsibility, well, responsibly.

Panelists:
Lisa Ajdini
Sr. Director, Global Digital Marketing Strategy
Caesars Entertainment

Michelle Bossemeyer
Product Manager
Great Wolf Lodge

Jessie Kreke
Senior Marketing Manager
Culver Franchising System

Matt Olsen
Director of Digital Guest Experience
Firehouse Subs

Moderator:
Robert Abou Jaoude
Sales Executive
Betson Enterprises

2:30 PM | BREAKOUT 2 (ICX)

Give Your Brand a Boost with Pop-Up Shops

One of the hot trends in retail for the last few years has been temporary installations in the form of pop-up shops, mobile retail and “stores within a store.” Pop-up retail has given e-commerce only brands an opportunity to offer a physical experience and brick & mortar brands the chance to test new markets, products and formats.

The scarcity and limited-time nature of pop-up outlets can drive demand. Restaurants are getting in the act too with food trucks. Many use digital technologies for branding, expediting the sale or extending the selection. This session will offer examples and advice on how to do it right.

Moderators:
Dan South
President
Walls+Forms

Dennis Torres
General Manager
Walls+Forms

2:30 PM | BREAKOUT 3 (CONNECT)

The Latest in Social and Influencer Marketing

In an era of constant change and evolution, adapting and trying new things is important to stay relevant, present, and keep your team on its toes with “what’s next?”

Discover the latest in social marketing and what the future has in store. Topics include paid social, social community management, and using influencers to actually influence. In the end, you’ll have a better idea where you should be spending your time and money.

Panelists:
Jordan Campbell
VP of Marketing
Mooala Brands

Krista McLay
Senior Marketing Manager
Nando’s Canada

Tom Meiron
CEO
BurgerIM

Moderator:
Christopher Hall
Managing Director
ICX Association

3:30 PM | REFRESHMENT BREAK

4:00 PM | BREAKOUT 1 (ICX)

Emphasis on Experimentation

“You aren’t always going to get it right, but you’ve got to be out there trying things and really have a mindset of experimentation,” says Kohl’s CEO Michelle Gass.

This panel will share lessons learned from their experiments and how they instill an innovation philosophy in their organizations.

Panelists:
Dave Markey
Associate Creative Director
Cedar Fair Entertainment

Keri Voke
Group Product Manager, In-Club Digital Experiences
Walmart eCommerce

Moderator:
Christopher Hall
Managing Director
ICX Association

4:00 PM | BREAKOUT 2 (ICX)

How to Work With (And Stand out On) Third-Party Ordering & Delivery Platforms

Customers have embraced delivery due to its convenience and the desire to take the stress of driving and shopping out of their lives.

And while initially concerning due to the fees, some restaurants have likened third-party ordering platforms to being part of a ‘digital food court’ and say it introduces their brand to customers who wouldn’t normally dine there.

Working with these third-party providers can bring challenges, such delegating brand representation to delivery drivers and integration with ordering systems. As the trend appears here to stay, learn how to embrace the movement and form partnerships for the last-mile delivery with a crowdsourced workforce.

Panelists:
Geovannie Concepcion
Chief Operating Officer
Famous Dave’s Bar-B-Que

4:00 PM | BREAKOUT 3 (CONNECT)

How to Succeed with Mobile Ordering

The use of mobile order-and-pay is increasing and the best mobile ordering apps balance simplicity with the ability to customize, all the while making payment quick and painless.

To encourage its use, some brands offer incentives and rewards. Done right, mobile ordering not only results in increased sales but creates an opportunity to get to know your customers and personalize their experience.

Panelists:
Michelle Adams
Director, Marketing
Freshii

Daniel McCone
Senior Manager, Digital Innovation
Dunkin’ Brands

Christine O’Brien
Design Leader, Design Innovation
Chick-fil-A

6:00 PM – 9:00 PM | NETWORKING EVENT

Dinner Party at PINSTACK

After a full day of informative and inspiring sessions, get ready for an evening of food and fun at PINSTACK, DFW’s premier entertainment destination!

PINSTACK serves up chef-inspired mouthwatering menu items, cool craft cocktails, and endless entertainment options. While bowling is the main attraction with 28 state-of-the-art lanes, PINSTACK also offers a two-level laser tag arena, a rock climbing wall, bumper cars, and a high-ropes course suspended 20 feet above 100 of the newest video games and simulator technology. With 50,000 square feet of playground for everyone, PINSTACK is equipped for fun!

This private dinner party is included with your Summit registration at no additional cost. Transportation will be provided.

7:30 AM | BREAKFAST

Breakfast buffet is open to all Summit participants.

8:00 AM | BREAKOUT 1 (ICX)

Best Practices for Self-Service Kiosks

There are many reasons why the foodservice and entertainment industries have embraced self-service kiosks, whether they be tablets, countertop kiosks or free-standing units: shorter wait times, improved order accuracy, consumer preference, upselling and the list goes on.

In this session, you’ll hear from those who have done it — what worked, what didn’t and how they made adjustments.

Panelists:
Mark Garcia
Director, Operations Systems
AMC Theatres

Moderator:
Elliot Maras
Editor
Kiosk Marketplace & Food Truck Operator

8:00 AM | BREAKOUT 2 (CONNECT)

Making Reviews Work for You Rather Than Against You

Consumers are looking to reviews before they make a decision on what to buy, where to eat and where to stay. Nearly 95% of shoppers read online reviews before making a purchase (Spiegel Research Center, 2017) and 93% of local consumers use reviews to determine if a local business is good or bad (BrightLocal, 2017).

Rather than lamenting reviews as a losing battle, we’ll show you how you can manage your reputation proactively and use reviews to capture sales.

Panelists:
Samantha Henderson
Marketing Manager
Caliber Collision

Natalie Ikemeier
Director, Digital & Social Media Marketing
Corner Bakery Cafe

Desereé Lopez
Sr. Digital Marketing Manager
la Madeleine

CJ Ramirez
Director of Marketing
Dog Haus

Moderator:
Lee Auerbach
SVP of Sales
Chatmeter

9:00 AM | REFRESHMENT BREAK

9:30 AM | BREAKOUT 1 (ICX)

Turning Data into Dollars Through Personalization

While 86% of consumers like to exercise data protection rights, more than half (56%) value personalized offers in the retail shopping experience, according to recent Oracle Retail research.

Therein lies the rub: how do we give customers control over their data while working to earn their trust so that we can provide them with personalized offers? And how do we translate what we know about a customer online to the offline world?

Panelists:
Amit Bhardwaj
VP, Customer Experience
Fred’s

Adam Pierno
AVP Marketing Strategy
Arizona State University

9:30 AM | BREAKOUT 2 (CONNECT)

Tips and Tricks for Buy Online, Pickup In-Store

Your customers want to skip the line and save time. BOPIS, click-and-collect, order ahead…whatever you call it, the process requires special attention and adjustments in operations to make it all work. You might have the ordering process down, but when the customer arrives on site, things can get messy.

Our experts will share how to smooth out the bumps and share opportunities to convert pickup into additional purchases through special offers and rewards.

Panelists:
Dennis Schleicher
Senior Manager, Customer Experience
Kohl’s

Eric Schongalla
IT Applications Manager
Pet Supplies Plus

Moderator:
Judy Mottl
Editor
Retail Customer Experience

10:30 AM | REFRESHMENT BREAK

11:00 AM | CLOSING KEYNOTE

Personalizing the Customer Experience Utilizing AI

This talk will explore the various opportunities for brands to connect with their customers in a one-to-one relationship through enhanced AI and machine learning capabilities. Sherif will also discuss the ability to utilize these new technologies to create personalization at scale, the business case for adoption and key lessons learned along the way.

Speaker:
• Sherif Mityas | Chief Experience Officer | TGI Fridays

KEYNOTE SPEAKER 

Sherif Mityas
Chief Experience Officer
TGI Fridays

Agenda and speakers are subject to change.

View agenda from ICX Summit 2018
View agenda from CONNECT 2018