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AGENDA

TUESDAY // JUNE 4, 2019

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.

Stay tuned for tour stops to be announced.

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

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5:00 PM | OPENING KEYNOTE

Keynote Session

Speaker and topic to be announced soon!

  • Sponsored by Reflect Systems
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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.

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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.

  • Sponsored by Reflect Systems
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WEDNESDAY // JUNE 5, 2019

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

Keynote Session

Speaker and topic to be announced soon!

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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
Director of DTC Retail Marketing, Brand House & Factory House
Under Armour

Brad Gubser
VP, Store Planning & Development
Shoe Carnival

Parminder Mann
VP, Digital Hospitality & Strategic Partnerships
Compass Group

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

  • Sponsored by NEC

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
SapientRazorfish

Moderator:
Christie Rice
Worldwide Digital Signage Segment Manager
Intel

  • Sponsored by 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

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.

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

Charles Larkin
Senior Director, GameStop Technology Institute
GameStop

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

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.

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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.

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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

Matt Olsen
Director of Digital Guest Experience
Firehouse Subs

  • Sponsored by Betson Enterprises

2:30 PM | BREAKOUT 2 (ICX)

Augmented, Virtual and Mixed Reality in The Real World

In this session, we’ll discuss AR, VR, and MR — the differences between each and the use cases, which include training, entertainment, shopping, education and more.

We’ll discuss everything from VR headsets and controllers (such as Oculus Rift and Magic Leap) to simply using consumers’ own smartphones and tablets as well as when it makes sense to implement.

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

Dylan Schmer
Digital Marketing Manager
Duffy’s Sports Grill

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

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

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 offers upscale, state-of-the-art bowling lanes as well as 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.

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

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THURSDAY // JUNE 6, 2019

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

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:
Liz Bazner
Digital Manager
A&W Restaurants

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?

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.

10:30 AM | REFRESHMENT BREAK

11:00 AM | CLOSING KEYNOTE

Keynote Session

Speaker and topic to be announced soon!

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Agenda and speakers are subject to change.

Creating Synergy Between the Online and Offline World

For all the talk of omnichannel — with some people despising the word — we still have a long way to go. What customers do online (whether desktop or mobile) doesn’t always translate to the offline (in-store) world.

“Seamless” is the magic word to describe an experience where a customer can interact with a brand whenever, and wherever, they want and the brand can easily interact with the customer on its journey. What’s needed to create this synergy?

Panelists:
Shannan Coghill
Global Experience Director
Michael Kors

Ignaz Gorischek
VP of Architecture
CallisonRTKL

Jennifer Moretti
Senior Manager, Marketing Research
Rent-A-Center

Moderator:
Jonathan Rosen
SVP, Content, Strategy & Creative Services
PRN, a STRATACACHE company

  • Sponsored by Scala

Creating Synergy Between the Online and Offline World

For all the talk of omnichannel — with some people despising the word — we still have a long way to go. What customers do online (whether desktop or mobile) doesn’t always translate to the offline (in-store) world.

“Seamless” is the magic word to describe an experience where a customer can interact with a brand whenever, and wherever, they want and the brand can easily interact with the customer on its journey. What’s needed to create this synergy?

Panelists:
Shannan Coghill
Global Experience Director
Michael Kors

Ignaz Gorischek
VP of Architecture
CallisonRTKL

Jennifer Moretti
Senior Manager, Marketing Research
Rent-A-Center

Moderator:
Jonathan Rosen
SVP, Content, Strategy & Creative Services
PRN, a STRATACACHE company

  • Sponsored by Scala

Creating Synergy Between the Online and Offline World

For all the talk of omnichannel — with some people despising the word — we still have a long way to go. What customers do online (whether desktop or mobile) doesn’t always translate to the offline (in-store) world.

“Seamless” is the magic word to describe an experience where a customer can interact with a brand whenever, and wherever, they want and the brand can easily interact with the customer on its journey. What’s needed to create this synergy?

Panelists:
Shannan Coghill
Global Experience Director
Michael Kors

Ignaz Gorischek
VP of Architecture
CallisonRTKL

Jennifer Moretti
Senior Manager, Marketing Research
Rent-A-Center

Moderator:
Jonathan Rosen
SVP, Content, Strategy & Creative Services
PRN, a STRATACACHE company

  • Sponsored by Scala