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.

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

Session Topic – Coming Soon!

Speaker:
• Sarah Beddoe | Chief Brand Officer | Main Event

KEYNOTE SPEAKER 

Sarah Beddoe
Chief Brand Officer
Main Event

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.

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

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

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

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

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

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:
• Steve Leasure | Director of Franchise Operations | BurgerFi International

Moderator:
• Ben Stormer | SVP, Technology | 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:
• 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.

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:
• 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.

10:30 AM | REFRESHMENT BREAK

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

Agenda and speakers are subject to change.

View agenda from ICX Summit & CONNECT Summit 2019