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Customer Experience Summit - 2018

CIO and Technology Leadership Strategies for Creating Great Customer Experiences

  • Leadership
  • Development
  • Technology
  • Data

According to Gartner, 89% of marketers expect customer experience to be their primary differentiator.  Companies looking to drive growth are already learning how to create better customer journeys and enhance the relationship with their customers.

In this summit, we'll explore the four pillars that progressive CIOs, Chief Innovation & Digital Officer, and Senior Technology Executives are using help drive great customer experiences:

  • Pillar One - Leadership: Partnering with the CMO and Senior Marketing Executives to help the Company Understanding Customer Needs, and Roadmapping a Great & Unique Customer Experience

  • Pillar Two - Responsive Development: Dev Ops, Human Centered Design, Agile, and Rapid Experimentation combined to empower the company to create great customer experiences.

  • Pillar Three - Technology: Using your technology infrastructure, network, platforms and "mesh" to create the responsive path and connections necessary to drive the experience.

  • Pillar Four - Data: Building, Managing & accessing your data layer for predictive, responsive and intelligent use

 


Faculty & Agenda:
Check back for new Faculty and Sessions as they are added.

Kelly L. Coomer, Vice President – Divisional CIO Consumer Technology, Allstate Insurance Company

 
Gary C. Sarkesian, SVP, Customer Experience and Professional Service, Pearson
 
Qasim Khan, Head of Technology, Investment Services, U.S. Bank
 
Jennifer Faris Severns Chief Experience Officer American Marketing Association
 

Neil Goodrich, CIO, M. Holland Company

 

 

Alex Welch, Director Business Analytics, E*Trade

 

Ryan Duritsa, Group Creative Director, Digital, Walgreen Co.
 

Maureen Durack, Director Operations, Vedder Price

 

Anoop Verma, Director, Tech Products & Innovation/IT Applications, The Joint Commission

 

Adam Bowen, Strategic Advisor, Office of CTO, Delphix

 
Alois Reitbauer VP, Chief Technology Strategist, Dynatrace
 
Steve Rotter, CMO, OutSystems
 
Philene Molz, Strategist Principal, Solstice
   

Event Agenda

Welcome and Introduction

Session I. Stuck in the Mud? 5 Ways IT Struggles with Great Customer Experiences and Digital Transformation ... and What You Can Do About It.

    Steve Rotter, CMO, OutSystems

    Author, blogger, and evangelist, Steve Rotter has been focused on helping IT and business leaders create great customer experiences for over 20 years. At OutSystems, Steve leads the CX initiatives for one of the fastest growing B2B software companies in the world. Most recently, he was CMO of artificial intelligence software company Acrolinx and was co-founder of Q-Link Technologies, a BPM platform acquired by Adobe in 2004. Steve received his MBA from Northwestern University’s Kellogg Graduate School of Management and has volunteered on advisory boards for several non-profit organizations including World Vision and A Child’s Right.

Session II: Keynote Panel: CIO and Technology Leadership Strategies for Customer Experience

    Kelly L. Coomer, Vice President – Divisional CIO Consumer Technology, Allstate Insurance Company

    Kelly Coomer is vice president and divisional CIO of Consumer Technology where she is responsible for the engineering of mobile, iOT and web software products used by Allstate customers.  Kelly also manages the software utilized in producing the insurance policy documents and leads the Online Analytics and Search Engine Optimization team which leverages insights from digital activity to improve the capabilities and discoverability of Allstate-wide digital assets.

       

    Maureen Durack, Director Operations, Vedder Price

    Maureen is Director of Operations for Vedder Price P. C. Vedder Price is a 300 attorney law firm with 5 domestic and 2 international offices. Maureen received her Accountancy degree from the University of Illinois and is a Certified Public Accountant. Maureen’s career began as an auditor with Ernst & Young evolving into full-time consulting position in Information Systems. Maureen has worked with Vedder Price for over 22 years starting as the Director of Management Information Services then promoted to Director of Operations in 2013 serving as a key member of the functional transition committee for the growing firm. Responsibilities include all aspects of General Office Management, eDiscovery, Strategic Projects, Facilities, Library and management of outsourced services.

       

    Gary C. Sarkesian, SVP, Customer Experience and Professional Service, Pearson

    Gary is currently serving as the Senior Vice President, Customer Experience and Professional Services at Pearson. In this role his teams are responsible/accountable for the successful outcomes of their customers, ensuring adoption of the Pearson Platform, operationalizing the digital pedagogy, bringing efficacy into our programs and managing how customers interact across all Pearson channels and their experiences. Additionally, my teams are driving transformation in the Education Industry from print to digital leveraging the Pearson Customer Success Value Chain (from Vision, to Metrics, to Adoption, through Technology and Architecture). Prior to Pearson he served as the VP, Worldwide Account Management for Cvent, Inc. Before Cvent, Inc., he served as Vice President, Customers For Life at Salesforce.com. Prior to Salesforce.com, he was the Vice President of Technology Services at CA Technologies. Gary has over 35 years of progressive experience in information technology and management, and over 12 years of military background. He recently self-published a book “Ghost Of Honor”, a murder mystery novel, based in 1980s Chicago. Gary holds a B.S. in Business Administration from The Citadel, The Military College of South Carolina, and serves on the Board Of Directors of the Military Officers Association Of America.

       

    Anoop Verma, Director, Tech Products & Innovation/IT Applications, The Joint Commission

    Anoop Verma leads Technical Product Management and Enterprise Applications for a not for profit global leader in healthcare dedicated to patient safety and healthcare quality. Prior to this, he led strategy, planning, architecture and delivery function in companies ranging from startups to Fortune 100 companies. He has led as well as advised on major organizational transformations from Waterfall to Agile project portfolio delivery, from cost center to change catalyst, and tactical service provider to innovation partner. With over 20 years of technology and business leadership, Mr. Anoop Verma has the unique experience and practical insights on Organizational Agility and how a structured approach to customer experience is critical in achieving this. With Project Management, Lean, Six Sigma and Change Management experience, he has led organizations convert disruptions into opportunities to deliver sustainable value, in both large firms as well as high growth mid-size organizations. An inspirational leader, Mr. Verma graduated from Indian Institute of Technology (earlier called University of Roorkee), India before getting his Master’s degree from Wayne State University, Detroit and M.B.A. from Kellogg School of Management at Northwestern University. He has spoken at university and conference sharing his insights on the strategic integration of strategy, planning and execution functions to achieve higher business value in a sustainable manner.

       

    Moderator: Steve Rotter, CMO, OutSystems

    Author, blogger, and evangelist, Steve Rotter has been focused on helping IT and business leaders create great customer experiences for over 20 years. At OutSystems, Steve leads the CX initiatives for one of the fastest growing B2B software companies in the world. Most recently, he was CMO of artificial intelligence software company Acrolinx and was co-founder of Q-Link Technologies, a BPM platform acquired by Adobe in 2004. Steve received his MBA from Northwestern University’s Kellogg Graduate School of Management and has volunteered on advisory boards for several non-profit organizations including World Vision and A Child’s Right.

       

Session III. The Role of Your Customer is Changing How You Lead, Manage, and Execute Your Business.

Philene, Digital Strategist at Solstice, will be share insight on how organizations should be addressing the changing role of the customer - including best practices, typical challenges, and lessons learned.

    Philene Molz, Strategist Principal, Solstice

    Philene Molz is a Strategist Principal at Solstice and has 15 years of experience in consulting. She has worked with more than 500 organizations, including Fortune 500 clients, on various business challenges including business transformation, product implementation, and executive alignment. Her passion is helping teams and organizations gain stronger alignment in order to achieve transformational change. In her free time, Philene enjoys traveling and attending football games at her alma mater, Texas Christian University

Session IV. Presentation: BizDevOps or why Digital Transformation is a multi-disciplinary effort

Digital Transformation is on top of your agenda. All of your teams are ensuring they do the best job possible and still it feels like you are moving not fast enough or even in the wrong direction. Learn how digital experience management gets all your stakeholders – business, technology and marketing speak the same language and achieve more. See state-of-the art user experience management in practice and learn how to manage the happiness of your users in hard numbers and find the spots where to tweak it. Also get your to-do list to learn where you are on your digital experience management journey.

    Alois Reitbauer VP, Chief Technology Strategist, Dynatrace

    Creativity and love of adventure are hallmarks of Dynatrace leadership and Alois is no exception. Whether bringing to market three of our market-leading performance solutions, participating in a cattle drive in Argentina or travelling the world in search of the perfect sushi, Alois is fearless and passionate. He’s a tireless creative force and evangelist for Dynatrace technology, services and solutions. With Masters Degrees in both software and information engineering, he’s equally at home addressing major international conferences or strategizing with Dynatrace architects, engineers and customers. Not surprisingly, his automobiles of choice are Porsche sports cars—always red and preferably convertible.

Session V. Presentation: Data Friction - What's killing your internal and external experience

Data Friction is the resistance encountered when constraints on data prevent people from meeting the ever-growing demands of the business. In this presentation, Adam will share customer experiences to explain the new concept of data friction, how to identify it, and how to start eliminating it from your organizations.

    Adam Bowen, Strategic Advisor, Office of CTO, Delphix

    Adam is a technology leader with over 15 years of experience in technical, sales, and senior leadership roles. As the senior member of the Office of the CTO, Adam works with other thought leaders executives of the Global F100 to eliminate key business constraints through innovative new processes, offerings, and technologies. Adam serves as an evangelist on behalf of Delphix communicate our vision, values, and ideas with our customers.Adam's background is in DevOps, TDM, Cloud, Security, and Migration for the US Gov't and global financial powers.

Session VI:Presentation: Case Study/ Blueprint - Customer Experience in light of disruptive innovations

Today’s evolving and fast paced digital economies and expectations of immediacy are driving and shaping the future of investment fabric across industries. Artificial intelligence, machine learning, block chain, power of data, Fintechs and diversity of consumers are all dots that connects and influence future of customer experience. I am thrilled and look forward to sharing my thoughts and learnings around maximizing strategic investments with customer centric roadmaps.

    Qasim Khan, Head of Technology, Investment Services, U.S. Bank

    Qasim Khan heads global technology delivery teams supporting multiple products across Investment Services at U.S. bank. Thought leader and a futurist, who is responsible to drive technology strategy to enable product growth, champion innovation and drive efficiencies. Over the years, he has been in strategic and operational roles supporting delivery of new products, mergers and acquisitions, development and architecture. Prior to joining U.S. Bank, he has been in various roles with Bank of America and LaSalle Bank. He received a Bachelor of Science in Mathematical Computer Science from University of Illinois at Chicago and his Master of Business Administration from DePaul University. Besides professional engagements, he is passionate about making a difference by helping others; he is a cricket enthusiast and loves to travel.

Session VII. Keynote Panel:  Case Studies and lessons learned from Human Centered Design, Rapid Experimentation & Agile

    Jennifer Faris Severns Chief Experience Officer American Marketing Association

    As the Chief Experience Officer for the American Marketing Association, Jennifer is shaping the way marketers interact with the largest marketing association in the world. Under her leadership, design of the organization’s customer experience is continually optimized, delivering value to marketers in search of concrete insight, career advice and a supportive community. Previously, Jennifer led creative strategy for large-scale experiences serving Fortune 500 brands such as Allstate, Mondelēz International, 20th Century, Fidelity Investments, Dell and Cisco. She built and led the creative and digital team for Omnicom’s social media agency, Zócalo Group, and she spent nine years directing design strategy for Oprah.

       

    Neil Goodrich, CIO, M. Holland Company

    As the technology leader at the M. Holland Company, Neil is responsible for not only setting the IT strategy but driving change within the organization. His multi-disciplinary background includes previous lives in accounting, project management, and investigation while his recent work has focused on building IT teams around cultures of creativity. He received his undergraduate degree in Criminal Justice from the University of Illinois at Chicago, and later returned there to earn his Masters in Business Administration.

       

    Alex Welch, Director Business Analytics, E*Trade

    Alex Welch is the Directory of Business Analytics at E*TRADE with 8 years of experience in analytics and data. His organization is responsible for almost the entire ‘data’ spectrum, ranging from reporting, architecture design, advanced analytics, and innovation. Having worked at both Fortune 500 and mid/early stage companies, Alex has successfully built teams and programs which have elevated the organization. He was part of the core team which drove the 2016 $725M acquisition of OptionsHouse by E*Trade. He also works closely with university data science programs to help them develop relevant curriculums and position their students for successful careers.

       

    Ryan Duritsa, Group Creative Director, Digital, Walgreen Co.

    Ryan Duritsa is a digital Creative Director and design thinker who lives to solve the sticky problems where business, technology, and design meet. Spanning two decades, Ryan’s career has covered client work from Rock n’ Roll to retail both on the agency side and in-house. Ryan has spent the past 8 years in-house at Walgreens growing a digital design group from 6 to 60+, leading design and creative work across digital marketing, online features and functionality, digital/video content, and mobile. Ryan believes the power of collaboration, culture, and setting the bar high is the key to great leadership, and marrying great design and technology with brand is where the most successful customer experiences are found.

       

    Moderator: Philene Molz, Strategist Principal, Solstice

    Philene Molz is a Strategist Principal at Solstice and has 15 years of experience in consulting. She has worked with more than 500 organizations, including Fortune 500 clients, on various business challenges including business transformation, product implementation, and executive alignment. Her passion is helping teams and organizations gain stronger alignment in order to achieve transformational change. In her free time, Philene enjoys traveling and attending football games at her alma mater, Texas Christian University

* YOU MUST QUALIFY TO ATTEND THIS EXCLUSIVE EVENT *

Questions whether you qualify? Please contact Maria Tuthill at (847) 837-3900 x1

Who Should Attend:

  • CIOs
  • CxOs
  • Chief Innovation Officers
  • Chief Technology Officers
  • Chief Marketing Officers
  • Digital Officers
  • VPs & Directors responsible for driving change

 

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Questions? Call Maria Tuthill 847-837-3900 x 1

 

What Participants Say About Our Summits

"Amazing how Tec pulls in such high quality presenters and panels.  Great job Alex & Maria!"

"I was so engrossed and interested in the program I didn't check my phone or email all day."  

"The depth and breadth of information shared is priceless"

"Mind and career expanding, thank you!" “Very informative"

"Informative and inspiring!"  "Excellent!"  

"Strong content, topics, participants"  "Great education"

"Great, thought provoking session”    "Fantastic leadership insights "

"Good insights and examples of management approaches"

"Good event!  Thought provoking.  I'll attend the next one."

"Outstanding examples and use cases to clarify points" 

 

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Questions? Contact Alex Jarett at 847-837-3900 x 2 for information

 

Hotel Accommodations

Hilton Garden Inn Lake Forest Mettawa
26225 Riverwoods Blvd, Mettawa, IL 60045
(847) 735-8374


Holiday Inn Express-Vernon Hills
975 Lakeview Pkwy, Vernon Hills, IL 60061
(847) 367-8031


Hotel Indigo Chicago-Vernon Hills
450 N Milwaukee Ave, Vernon Hills, IL 60061
(847) 918-1400

 

 



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