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  Sunday, December 17, 2017 
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Customer Experience Summit - 2017

CIO and Technology Leadership Strategies for Creating Great Customer Experience

Online Training Modules

Strategically Adapting your Operations: Prepare for Accelerating Mobile Disruption

Most technology executive tend to be about 10% vision, 90% operations in their orientation by nature. This necessitates projects that address problems of the past and the challenges of the present, with an eye towards the horizon. However, there is a disruption just beyond the line of sight. It encompasses all three pillars of customer experience: voice, web, and mobile application. Insight into the challenge of this near term technical shift, and practical measures to address will be the focus of this discussion.

 

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Presentor:

David Chavez, Vice President, CTO Architecture & Business Evolution, Avaya

David Chavez, Vice President, CTO Architecture & Business Evolution, Avaya

David Chavez is a Vice President in the Office of Avaya’s Chief Technical Officer, a 49 year-old Systems Architect with 26 years of professional experience. He credits his exceptional track record of innovation to “creativity and enthusiasm in my approach to solving problems.” His contribution has been recognized by 79 US patent awards, with many more pending. David was responsible for Avaya’s award winning and market leading IP Communications architecture, and the creator of Avaya’s Next Generation Aura™ architecture launched in 2009. David has received numerous professional awards including the Avaya Leadership Award, Avaya’s “Leading Edge Innovators” Award, AT&T’s Partner of Choice Award, the Lucent International President’s Award, and the Lucent GROWs Award for his commitment to personal development and the development of others. The products he developed have won many awards, including “Product of the Year” from Network Magazine and “best new business phone system” from Communications Convergence.


Keynote Panel: CIO and Technology Leadership Strategies for Customer Experience

Learn from CIOs, CTOs, CMOs and other Senior Technology Executives their successful strategies for both driving customer experiences AND responding to the business as they bring customer experience projects to IT.

 

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Panelists:

James Marks, Director of Information Technology. Magellan Corporation

James Marks, Director of Information Technology. Magellan Corporation

Jim directs the Information Technology group at Magellan Corporation, a worldwide distributor of Specialty Steel Products.  With more than 30 years of experience managing data and developing software for dozens of companies, Jim has addressed a broad range of user experiences in mid-cap and Fortune 500 companies. 

 

Elizabeth Romero, Ph.D., Director, Learning Technology Solutions, University of Illinois at Chicago

Elizabeth Romero, Ph.D., Director, Learning Technology Solutions, University of Illinois at Chicago

Elizabeth has a Ph.D. in Educational Leadership and Organizational Development. She is the director of the Learning Technology Solutions team, a group of the University of Illinois at Chicago (UIC)  Academic Computing and Communications Center (ACCC). She is responsible for the central implementation and integration of learning technology systems, outreach, faculty development and technical support for the use of UIC s teaching and learning environments and tools.

 

Sonesh Shah, Director of Digital Marketing eCommerce & IoT, Robert Bosch Tool Corp

Experienced digital leader - currently leading all digital marketing, eCommerce and connected products for Bosch Tool Corporation in the US and Canada. Responsible for setting our digital strategy across our brands and supporting digital transformation efforts in both B2B and B2C. Passionate about the change that digital can bring to the brand - user relationship and growing brands in the digital age. all

 

Abdur Sulaiman Director of IT: Digital Transformation Omnichannel Store Systems Transformation Strategy and Architecture, Crate and Barrel

Abdur Sulaiman Director of IT: Digital Transformation Omnichannel Store Systems Transformation Strategy and Architecture, Crate and Barrel

Abdur Sulaiman has been with Crate and Barrel for the past 17 years. He started at Crate in the Product Information and Merchandising systems and delivering an API based approach for the merchandising systems. He moved to the supply chain and wareshousing management systems, leading many highly visible implementations including the Foreign trade zone project.


Moderator: Grant Smith, Director, Tools and Solutions, Americas, LANSA

Grant has over 20 years of experience in the technology marketplace both here in the US and abroad − working with hundreds of companies to assist them in gaining real business value from their software investments.  Grant has spoken at numerous industry events such as COMMON, COMMON Europe, DevCon, and other user groups across the country.




Presentation: Using Rapid Experimentation to Deliver Remarkable Customer Experiences

Will this new feature or channel pay off and where should we place our next technology bet? Faced with an onslaught of new channels and possibilities, Jared Johnson from Solstice will discuss how companies are leveraging experiment-based product development strategies to not only meet but consistently exceed heightened customer expectations. Over the last seven years, Jared's been focused on helping the world's biggest brands connect with their customers and employees through digital innovation. He joined Solstice with a background in digital consulting and delivery and jumps at any opportunity to ideate over the creation of customer experiences worth talking about.

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Presentor:

Jared Johnson, Sr. Digital Strategist , Solstice Mobile

-Jared Johnson, Principal Digital Strategist, Solstice

Jared Johnson is a Principal Digital Strategist at Solstice. Over the last six years, Jared has been focused on helping the world's biggest brands connect with their customers and employees through digital. At Solstice, Jared is passionate about helping clients win with emerging technology, and delivering never-been-done-before digital experiences. Joining Solstice with a background in digital consulting and delivery, Jared thrives on ideating digital experiences that people love, all while helping brands' bottom line.


Case Study - Emerson

DigitasLBi will discuss the challenges of steering Emerson Electric, a multi-national conglomerate through a period of replatforming their technology stack and redefining their customer experience.   We will share our experience of guiding and working with a global team of marketers, IT teams, and partners through a complex web of B2B and B2C commerce and customer experience requirements using an agile methodology. The speakers will address how they overcame architectural, organizational, operational, and integration challenges to deliver a beautiful brand experience.


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Presentors:

Doug Wagner, Program Manager, Emerson’s Corporate Digital Experience Team

Doug Wagner, Program Manager, Emerson’s Corporate Digital Experience Team


Doug has nearly 20 years of experience with multi-billion dollar B2B organizations managing internet content systems and teams including: Product Information Management, Digital Asset Management, Web Content Management and search technologies. He manages a portfolio of products and services surrounding the company’s web site support strategy.


Christopher Ina, Associate Director, Experience Design, DigitasLBi

Christopher Ina, Associate Director, Experience Design, DigitasLBi

Chris Ina leads the Interaction Design and eCommerce practice for the Experience Design department in DigitasLBi’s Chicago office. With a degree in Human Computer Interaction from DePaul University, Chris brings a passionate approach to advocating for the customer during the research, design, and implementation phases of digital design projects. Chris most recently led a website re-design for Fortune 150 company Emerson Electric, and has designed digital experiences for clients such as Big Lots, Cardinal Health, and Empire Carpets.

 

Matt Saip, Vice President Technology Strategy, DigitasLBi

Matt Saip, VP/Director, Technology, DigitasLBi

Matt Saip leads Technology Strategy in the DigitasLBi Chicago office. He runs large, enterprise-scale development projects, gathering business/functional requirements and bringing together designers and developers to deliver innovative technology solutions for major brands such as Emerson Electric, MillerCoors, and BP. Matt drives business and technology strategy as he partners with creative teams, front-end and back-end developers and client IT departments in order to realize the clients goals.

 


5 Hard Truths About Customer-Centricity

Building a customer-centric organization is critical to long-term success in our technology driven world. Organizations that truly focus on customers consistently out perform their peers. But, becoming customer-centric requires organizational changes that can be challenging to implement. And, there are many pitfalls and false-assumptions along the way. In this talk we’ll explore some of the hard truths that an organization must come to terms with in order to become truly customer-centric. We’ll learn by example from case studies of companies that have done it well, and some that have missed the mark. Attendees will take away a better understanding of what it means to be focused on customers and hopefully some tools and ideas for how to make it happen for their organizations.

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Presentor:

JC Grubbs, CEO & Founder, DevMynd

JC is the founder and CEO of DevMynd, a digital product studio in Chicago and San Francisco. He has dedicated most of his working career to the pursuit of bringing together great designers, strategists, and technologists and unleashing them on challenging problems - the recipe for truly innovative solutions. He has done this at several firms in the past and now again at DevMynd where he serves not only as the CEO but lead facilitator for workshops utilizing the firm's Shift methodology, a problem solving and innovation framework.

In 2012, JC was honored to be listed in Crain's Chicago magazine as one of their Tech 50 for his contributions to the Chicago technology community. In 2015, DevMynd was named #481 on Inc. Magazine's list of the 500 fastest growing privately held companies in America. And, in 2016, DevMynd entered into a strategic partnership with Motorola Solutions to help bring a design thinking and customer-driven approach to product development in public safety.


Delivering a High Performing Customer Experience .  

Case Study of health system transformation to deliver highly improved customer experience. Revealed findings about customer differentiation techniques, how to evaluate customer expectations and how to derive relevant comparisons to other industry benchmarks. Summary of techniques to set quantitative KPIs that reveal the improvement initiative outcomes and affect.

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Presentor:

John Squeo, Chief Innovation & Strategy Officer, Thorek Community Hospital


John leads the Office of Innovation and is responsible for Business Intelligence, Risk Analytics, IT, Quality Analytics, Digital & Marketing and growth strategies. Previous to Thorek, John has held positions in healthcare consulting as the CTO and SVP for Allied Telesis where he led the global healthcare professional services division, and as a healthcare system administrator for Vanguard Health Systems, a 26 hospital system where he worked extensively on population health initiatives including the a Medicare Pioneer ACO and 4 Medicare Shared Savings ACOs. In 2012, his teams were awarded the designation of Most Wired Hospital by Hospital & Health Networks.


Panel Discussion #2: Case Studies and lessons learned when shifting to the modern Agile/Dev Ops IT.  

Join a panel of CIOs and Senior Risk Management as they discuss how their overall risk management framework is adjusted due to the shift to the digital enterprise

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Panelists:

Paul Haisman, CTO American Joint Replacement Registry

Paul Haisman, CTO American Joint Replacement Registry

Paul is Chief Technology Officer for the American Joint Replacement Registry (AJRR) based in Rosemont, IL. AJRR is a nationally qualified clinical data registry using data and analytics to enhance orthopaedic quality of care, improve patient outcomes, reduce costs, and advance orthopaedic science and bioengineering. Responsibilities include enterprise architecture, solution design, performance, reporting, and analytics. He also serves as Information Security Officer to ensure HIPAA and HITECH compliance.


Van Richardson, Director of Technical Operations, Grubhub

Van is Director of Technology for Grubhub based in Chicago, Illinois.  With over 20 years experience in various areas he brings a wealth of knowledge from traditional IT through its evolution into the DevOps space as well as leading technology services for large organization.  Van is responsible for ensuring availability of the company’s services, as well as leading its corporate technology strategies.  You can find him flying his drone on the weekend all around Chicagoland. 

 

Gustav Toppenberg,Ph.D Senior Director - IT | Global Head of Enterprise Architecture & Service Management Aon

Gustav Toppenberg,Ph.D, Senior Director - IT & Global Head of Enterprise Architecture & Service Management, Aon


Gustav Toppenberg (PhD) joined Aon Plc in 2016 as a Senior Director of IT and is responsible for the transformation to an ‘architecturally-driven and services-led’ IT organization as Global Head of Enterprise Architecture & Service Management. Previously, he served as Head of Enterprise Architecture and Portfolio Planning at Cisco Systems.



Bruce Schinelli,VP of IT and CIO, TTX Company

Since joining TTX as the VP IT and CIO in late 2006, Bruce led TTX through a six-year program to reengineer and refresh all aspects of Information Technology serving our business and its customers, while changing the culture and perception of IT.  Leveraging this transformation, Bruce has continued to lead TTX through technology and business transformation; introducing mobile business services and analytics in both operational systems and systems of innovation that directly drive TTX’s strategic value to the rail industry. 

 

Moderator: Christine Watts, Chief Enterprise Architect, The University of Chicago Medicine

Christine is a 29 year IT professional with experience in many industries, most recently as a Chief Enterprise Architect at the University of Chicago Medicine, responsible for governing IT architecture including principles, strategy & roadmaps, and alignment of IT spending with business strategy, goals & objectives.

 


 

   
 

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