AGENDA
WEDNESDAY // JUNE 2, 2021
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 Columbus 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.
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 & Medical City Frisco
• Reflect Digital Innovation Lab
• The Star – Dallas Cowboys World Headquarters
Tours are open to all attendees, but space may be limited. Sign up early to ensure your participation.
5:00 PM | WELCOME REMARKS
Welcome to Columbus
• David Drain | Senior VP of Events | Networld Media Group
• John Lowe | CEO | Jeni’s Splendid Ice Creams
5:20 PM | OPENING KEYNOTE
Speaker:
• Sarah Beddoe | Chief Brand Officer | Main Event
- Sponsored by Loop Media
KEYNOTE SPEAKER
Sarah Beddoe
Chief Brand Officer
Main Event
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
- Sponsored by Reflect Systems
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
After a full day of informative and inspiring sessions, interact with speakers, sponsors and fellow attendees to discuss the day’s session and make new contacts.
- Sponsored by Loop Media
THURSDAY // JUNE 3, 2021
7:00 AM | REGISTRATION & BREAKFAST
Breakfast 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
KEYNOTE SPEAKERS
The Right Mix: How BofA’s High-Tech/High-Touch Strategy Is Improving Satisfaction and Driving Growth
Bank of America is committed to responsible growth. A core component of this strategy is its approach to client care. Over the past five years, BofA has transformed to include a world-class client feedback program that enables the organization to understand their clients’ needs and expectations as they evolve. BofA is making strides to deepen relationships, grow balances and decrease attrition by exceeding client expectations.
During this keynote presentation, attendees will gain insights into:
• BofA’s client feedback program – transforming feedback into actionable insights
• High-touch and high-tech tactics
• Evolving client expectations and implications to tools and workforce
Keynote Speakers:
• Ashley Ross | Consumer & Small Business Client Care Executive | Bank of America
• Brent Reston | Client Service Transformation & Platform Executive | Bank of America
Ashley Ross
Bank of America
Brent Reston
Bank of America
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
Ryan Craver
CEO
Commerce Canal
9:00 AM | REFRESHMENT BREAK
9:30 AM | BREAKOUT SESSION
Intelligence & Insights: Using Data to Increase Engagements and Deliver Results
When it comes to data, there is the data you have and the data you wish you had. And then once you have that mountain of data, how do you determine what’s important? In this session, we’ll discuss dashboards and KPIs as well as generating relevant content and offers that ultimately lead to engagement and results. And through it all, the panel will share how to protect your consumers’ privacy so a high level of trust can be maintained.
Panelists:
• Vishal Bhalla | Chief Experience Officer & VP, Operations | Parkland Hospital
• Curt Johnson | Consultant to IHG & AT&T | BlueFire Marketing
• Jacqueline O’Reilly | VP Marketing | la Madeleine
- Sponsored by NEC Display Solutions of America
9:30 AM | BREAKOUT SESSION
Digital Transformation Strategy: Where to Begin?
Have you been asked to lead your organization in a digital transformation? Perhaps your organization has a lot of legacy issues and your job is to bring your customer experience to the 21st century. This session will help you identify the steps to take to successfully digitize your customer experience and integrate digital into your company culture.
Panelists:
• Michael Chachula | Executive Director, Head of IT IHOP and International | Dine Brands Global
• Kathleen Chugh | Chief Information Technology Officer | Nando’s PERi-PERi USA
• Brad Wilson | Global Director, Digital Experience | Össur
Moderator:
• Christie Rice | Director, Visual Retail | Intel Corporation
- Sponsored by Intel
10:30 AM | REFRESHMENT BREAK
11:00 AM | BREAKOUT SESSION
AI and Machine Learning: Where Are We Now?
Advancements in artificial intelligence are moving at a rapid pace and we are discovering more use cases all the time. AI can help you personalize your message and increase sales across channels. We’ll talk about where AI is now and where it’s going.
Panelists:
• Susan Carroll-Boser | VP of Technology | White Castle
• Paula Couselo-Findikoglu | Senior Statewide Program Manager, Language Access Services | New Mexico Administrative Office of the Courts
11:00 AM | BREAKOUT SESSION
Everything You Need to Know About Using Third-Party Delivery
Third-party delivery services have disrupted the industry by making products available for delivery not previously available through that channel. Delivery is not without its challenges, whether it’s meeting customer expectations, delivering on the brand promise, delivering in a timely manner, and providing an accurate and seamless ordering experience. Learn how to reach new customers and protect your profits.
Panelists:
• Prakash Karamchandani | Co-Founder | Balance Pan-Asian Grille
• Jason Profitt | Director of Technology | Piada Italian Street Food
- Sponsored by ShiftPixy
12:00 PM | LUNCH & LEARN
Your Digital Transformation Journey
Presenter:
• Christie Rice | Director, Retail Ecosystem Development, Internet of Things Group | Intel
PRESENTER
Christie Rice
Director, Retail Ecosystem Development, Internet of Things Group
Intel
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 SESSION
The Struggle is Real: Managing Channels Across In-Person and Digital Touchpoints
Customers may not think in terms of channels but they rely on you to provide a seamless and consistent experience no matter how they choose to engage. With an omnichannel experience being imperative, how do you manage against the various in-person activations vs. online vs. in apps, not to mention working with integrators/3rd party platforms?
Panelists:
• Jon Asher | Director of Digital Marketing | Nekter Juice Bar
• Steve Leasure | Former Director of Franchise Operations | BurgerFi International
Moderator:
• Ben Stormer | SVP, Technology | g2o
- Sponsored by g2o
2:30 PM | BREAKOUT SESSION
Removing Friction From the Customer Journey
Today’s time-pressed consumer values ease and convenience. If you have a product they want, it’s your job to make the purchase process as smooth and uncomplicated as possible. To do this, one must first map out the customer’s journey and determine how to create the best user experience. Amazon and Uber are two examples of organizations that have removed a lot of friction from the buying process. We’ll learn from those who are implementing this philosophy.
Panelists:
• Brian Anderson | Director of Technology | Modern Restaurant Concepts
• Tara Banks | Vice President, Emerging Technologies & Innovation | Hilton Grand Vacations
• John Moffatt | Senior Director, Retail Systems | Sodexo
3:30 PM | REFRESHMENT BREAK
4:00 PM | BREAKOUT SESSION
Brands That Entertain: If You Build It, They Will Come
One of the biggest challenges organizations face today is driving traffic and attention for the brand. If you can tell a creative and compelling story, in a physical or digital form — or a merger of the two — you will delight and engage your customers. We’ll hear from panelists whose brands built experiences that entertained as well as moved the needle.
Panelists:
• Christiana DiMattesa | Director of In-store & Experiential Marketing, North America | Under Armour
• Chris Grap | Lead Storyteller & Experience Designer | Mall of America
4:00 PM | BREAKOUT SESSION
Placing Your Bets on Current and Future Technology
“Money doesn’t grow on trees,” goes the old saying. With finite resources and so many interesting and promising technologies, how do you know which ones are going to pay off? This session will discuss investment allocation across current and future platforms, giving you a framework and an edge in your strategies and decision making.
Panelists:
• Rishi Gupta | Director, Digital Innovation | Taco Bell
5:00 PM – 7:00 PM | NETWORKING EVENT
Evening Reception
After a full day of informative and inspiring sessions, interact with speakers, sponsors and fellow attendees to discuss the day’s session and make new contacts.
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.
- Sponsored by Hypersign
FRIDAY // JUNE 4, 2021
7:30 AM | BREAKFAST
Breakfast is open to all Summit participants.
8:00 AM | BREAKOUT SESSION
Build It or Buy It? What You Should Consider First
When going down the path to implementing interactive technology, organizations must ask themselves: does it make more sense for us to buy it or build it ourselves? Off-the-shelf software, for example, is generally a one-size-fits-all proposition, with some customization possible. Building your own app, for example, means it can have all the customized features you want, but building it out may be a long and expensive proposition. Some find that the answer may be a hybrid of the two approaches.
Panelists:
• Laura Rea Dickey | CEO | Dickey’s Barbecue Restaurants
• Christopher Gumprecht | VP, Guest Technology | Lettuce Entertain You Restaurants
8:00 AM | BREAKOUT SESSION
Flagship Stores: Are They Worth the Investment?
Nothing quite generates excitement and media buzz like a flagship store. These stores receive all the attention and all the investment with the latest products and technology. But is it worth it? Are there learnings from big city flagship stores that can translate to other stores in the field?
Panelists:
• Sandi McKibbon | Sr. Director, Retail Strategy & Design | Rogers Communications
9:00 AM | REFRESHMENT BREAK
9:30 AM | BREAKOUT SESSION
Growing in the Face of Declining Traffic
It’s a tough fact that traffic is declining among many retail and restaurant locations. So, how do you grow? This session will stimulate your thinking into new ways to attract customers as well as to new opportunities with the ones you already have.
Panelists:
• David Coulson | Head of Innovation | Tandem Theory
• Rachel Layton | VP of Marketing + Growth | Taziki’s Mediterranean Cafe
9:30 AM | BREAKOUT SESSION
ROI of Digital Accessibility: Build Better and More Inclusive Experiences for Everyone
In 2018 and 2019, web accessibility-related lawsuits skyrocketed, forcing thousands of retailers and restaurants to react and work toward reaching accessibility compliance in the most expensive and inefficient way possible. Furthermore, the Domino’s decision confirmed, once again, that organizations are required to provide an accessible experience to customers with disabilities under the ADA.
In this panel session, we’ll discuss how your company can prevent the risk of an accessibility lawsuit, while also considering the value and ROI accessibility brings by expanding your market share and decreasing omnichannel costs.
- Sponsored by Deque Systems
10:30 AM | REFRESHMENT BREAK
11:00 AM | CLOSING KEYNOTE
11:00 AM | CLOSING KEYNOTE
Removing the Fear Factor: Involving Customers in Your Business Transformation
Words like transformation and innovation aren’t typically used when you’re thinking about a company like Safelite. This session will share how moving from a traditional approach to one that’s more agile drove superior customer engagement, satisfaction, and memorable service. Key takeaways include how to avoid the fear of moving away from traditional organization charts, tips on how to be innovative in meeting customer needs, insight on the best ways to listen and involve your customers.
Speaker:
• Renee Cacchillo | EVP, Customer Experience Officer | Safelite AutoGlass
KEYNOTE SPEAKER
Renee Cacchillo
EVP, Customer Experience Officer
Safelite AutoGlass
12:00 PM | SUMMIT ADJOURNS
