ALTAMONTA GROUP

TotalCustomer ExperienceNovember 6th & 7th 2013 • San Diego, CA

Customer Experience Planning

Aligning CX, UX and Product Management

Customer Journey Mapping

Multi-Channel and Touchpoint Identification

Customer Relationship Measurement

Collaborative Experience Design

Loyalty Marketing and Customer Advocacy

ROI and Performance Management

Agenda

8:00 am Registration and Breakfast

Day OneWednesday, November 6th

8:30 am

Opening Address - Andaz Studio:A Day in the Life of Your CustomerKnowing customer behaviors and motivations to win and keep business

Presenter - Roy Barnes, Customer Experience Expert at Blue Space Consulting

9:45am

Keynote - Andaz Studio:Collaborative Experience RedesignAn organizational collaboration approach to designing experiences that delight users

Presenter - Daniel Romano, Head of User Experience & Design at Disney Interactive Entertainment

CX Keynote - Andaz Studio:The Experience MakersLessons about being different and more valuable from

11 :00 am The Best in Customer Experience

Presenter - Jeofrey Bean, Principal at Del MarResearch & Consulting, LLC, Co-Author of TheCustomer Experience Revolution

12:00 pm

Track ATotal Customer Experience

Andaz Studio

1:00 pm

Customer Experience JourneyMappingThe road to exceptional customerexperiences

Presenter: Carol BuehrensI Customer Experience Strategist,ICWGroup

WOM-Driven Customer LoyaltyPractical examples and guidance onusing WOM & digital media to createoptimal customer engagement

2:15 pm -Presenter: Lisa F. Chen, Digital Mediaand Commerce Consultant, formerlyHead and Director of See's digitalbusiness

Maximizing your Return onCustomer ExperienceCreating the behaviors that you need andwant from your customers

Presenter: Roy Barnes, CustomerExperience Expert, Blue SpaceConsulting

UX Keynote - Studio- West:Storyboarding Mobile ExperiencesEnsure maximum return on experience in an increasinglycompetitive user experience environment

Presenter - Chad Q. Martin, Senior Mobile Designer atHewlett-Packard

Lunch - Andaz Rooftop

Track BExperience DesignExecutive Studio

Voice of Customer ExcellenceDeveloping and utilizing customerinsights and preferences to create animproved and optimal user e-commerceexperience

Presenter: Sharon Carmichael Manager,User Experience, Sony Electronics

Ethnographic Research & DesignUnderstanding and utilizing ethnographyas a social design tool

Presenter: Tressa Daniels, Manager,User Experience Design, CareFusic:m

'Test & LearnUse test and learn analytics to gaininsights into customer and product needs

Presenter: Sharon Torres, Director, UserExperience and Global Design,, Greenwave

Track CTotal User Experience

Studio- West

Agile UX TransformationAddress the gaps between the agiledevelopment model and user experiencedesign

Presenter: Adam Korman, Director, UserExperience, ReachLocal

Digital Touchpoints AlignmentThinking beyond the device

Presenter: Alberta Soranzo, Manager,User Experience & Strategy, UCLACenter for Health Policy Research

Using UX Methodologies to Createa Culture of InnovationCreating loyal UX advocates andpartners for change

Presenters: Teena Singh, PrincipalProduct Manager & Aylin Uysal, Director,Oracle Applications User ExperienceTeam, Oracle

Closing Keynote - Anaez Studio:Designing Great ProductsGetting the Skinny on MVPs, Minimum Viable Products before building the final "fat" product

Presenters - Aliza Carpio, PD lead and Social Media Manger, IntuitJoy Caro, Social Product Catalyst, Consumer Tax Group, IntuitCarolyn Spencer, Social Media co-op, Consumer Tax Group, Intuit

Networking Reception - Andaz Rooftop

Agenda Day TwoThursday, November 7th

8:00 am Registration and Breakfast

8:30 am

Opening Address - Andaz Studio:

Product Planning & Value CreationDefining and communicating business value throughout the development process

Presenter - Fabien Reil/e, Strategic Advisor, Former VP, Product Management at JD Power & Associates

9:30 am

Keynote - Andaz Studio:Cross Channel Experience DesignCraft a uniform experience across sales channels and touchpoints

Presenter - Sean Van Tyne, User Experience Director at Fair Isaac, Co-Author of The Customer ExperienceRevolution

Track ATotal Customer Expenence

Andaz Studio

Track CTotal User Experience

Studio- West

Operationalizing the Customer ExperienceA practical roadmap for action across your organization

Experiment Loop OptimizationGoing deeper on the Experiment Loop to test and validateyour product vision

11:00 amPresenter: Sean Patrick, Principal, Promise Advisors,Former VP of CX at Life Sciences Corp

Presenters: Aliza Carpio, PD lead and Social Media Manger,Intuit & Joy Caro, Social Product Catalyst, Consumer TaxGroup, Intuit & Carolyn Spencer, Social Media co-op,Consumer Tax Group, Intuit

12:00 pm Lunch - Andaz Rooftop

1:00 pm

Customer Relationship Measuring & MonitoringFramework & strategies for evaluating and monitoringcustomer relationships

Scenario-Driven DesignExplore design possibilities through creating multiplescenarios that visualize a user's experience based on primaryaudience needs, goals and behaviors

Presenter: Kathrina Bidwell, Director, Contact Center,AltaMed Presenter: JonDelina Buckley, User Experience Research

Manager, Kelly Blue Book

2:15 pm

Closing Keynote - Andaz Studio:Driving An Experience-Based CultureReinforce products and brands through strong experiences

Presenter - Rob Maigret, Entertainment Technologist, Founder at Pico Experience Studios, Former SVP ofGlobal Creative The Walt Disney Company

3:15 pm Adjourn

ALTAMONTAGROUP GA•....