AGENDA
WEDNESDAY // JUNE 3, 2020
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
• David Drain | Senior VP of Events | Networld Media Group
5:10 PM | OPENING KEYNOTE
5:10 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
- 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
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 fellow attendees.
THURSDAY // JUNE 4, 2020
7:00 AM | REGISTRATION & BREAKFAST
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
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 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
Moderator:
• Richard Ventura | SVP, Strategy and Solutions Development | NEC Display Solutions of America
- 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
• Michelle Stauffer | Product Manager | User Experience Manager | Great Wolf Resorts
• 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.
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
12:00 PM | LUNCH & LEARN
Session Topic – Coming Soon!
Join us for lunch while listening to an informative talk from an industry leader.
12:00 PM | LUNCH & LEARN
Session Topic – Coming Soon!
Presenter:
• Christie Rice | Worldwide Digital Signage Segment Manager | Intel
PRESENTER
Christie Rice
Worldwide Digital Signage Segment Manager
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-Store 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-store activations vs. online vs. in apps, not to mention working with integrators/3rd party platforms?
Panelists:
• Steve Leasure | Director of Franchise Operations | BurgerFi International
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
• Rafik Hanna | Senior Director, IT | Taco Bell
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:
• Brenda Barré | Director, Mobile & Digital Innovation | Caesars Entertainment
• Alana Galardo | Director of Customer Engagement | Pacers Sports & Entertainment
6:00 PM – 9:00 PM | NETWORKING EVENT
Dinner Party
After a full day of informative and inspiring sessions, get ready for an evening of food and fun!
This private dinner party is included with your Summit registration at no additional cost. Transportation will be provided.
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 5, 2020
7:30 AM | BREAKFAST
Breakfast buffet 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:
• Terry Chi | Director, Mobile and Digital Innovation | Caesars Entertainment
• 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?
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
10:30 AM | REFRESHMENT BREAK
11:00 AM | CLOSING KEYNOTE
11:00 AM | CLOSING KEYNOTE
Personalizing the Customer Experience Utilizing AI
In this talk, Sherif Mityas of TGI Fridays 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. He 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
- Sponsored by Hypersign
KEYNOTE SPEAKER
Sherif Mityas
Chief Experience Officer
TGI Fridays
12:00 PM | SUMMIT ADJOURNS
