September 23 - 25, 2018
Wyndham Grand Chicago Riverfront, Chicago, IL

Day 2: Monday, Sept. 24, 2018

8:00 am - 8:30 am Networking Breakfast

8:30 am - 8:35 am Chairperson Opening Remarks

Event Chairperson Scott East, CEO & Co-Founder,MSIGHTS

Event Chairperson Scott East

CEO & Co-Founder

8:35 am - 9:20 am Generational Insights: Capturing the Minds & Hearts of Millennials & Gen Z

Generational learning is only powerful when it moves beyond traditional stereotypes to uncover actionable opportunities for brands to create meaningful connections with its consumer. We will explore approaches to client engagement that starts with generational insights into two of the most critical generations in the current marketplace – Millennials and Gen Z – both very powerful demographics, but with very different motivations.
During this panel, we’ll explore various ways to tap into the mindsets of both Millennial and Gen Z demographics. We’ll talk about understanding what young people care most about when they make brand choices and purchasing decisions, including:

·         Using generational insights that move beyond intent and appeal
·         Understanding what young people care about when they make brand choices and purchasing decisions
·         Tapping into surveys that will yield better, richer data

Themes: Generational Insights, Millennials, Gen Z, Youth Demographic

9:25 am - 9:55 am Mobile Loyalty: Best Practices for Mobilizing Brand Loyalty

To get the customer-first experience right, brand marketers must get the loyalty program right by focusing on increasing customer lifetime value and revenue. Today’s brand marketers must take steps to mobilize loyalty programs to create the best possible brand experience. During this MasterClass, we’ll explore best practices for mobilizing your brand loyalty programs, including:

·         Aligning in-store and digital shopping experiences
·         Incentivizing and acquiring customers to grow your mobile database
·         Leveraging cutting-edge mobile technologies for the best possible brand experience
Themes: CX, Loyalty Programs, Mobile Experience, Mobile Tech, Mobile Loyalty

10:00 am - 10:30 am Business Meetings

10:35 am - 11:05 am Business Meetings

11:10 am - 11:40 am Make them Feel Something: Creating Emotional Connections through Digital Experiences

To remain competitive in a disrupted marketplace, today’s brands must create meaningful emotional connections with consumers through emotion-driven brand experiences. During this session, we will discuss best practices for creating and cultivating connected experiences to build and deepen relationships with the increasingly demanding customer.
During this session, we will explore the power of the emotional connection through digital experiences. We’ll talk about ways to create emotional connections and influence consumer behavior through emotion-driven brand experiences. Join this plenary session as we explore:
·         To create a meaningful relationship with the customer, businesses must create an emotion-driven brand experience
·         How to build trust with digital transparency
·         How emotion drives human connections, and ultimately, sales
Themes: Branding, Intelligent Branding, Emotion, Brand Trust, Transparency

MasterClass B

11:45 am - 12:30 pm Leveraging Location Data to Create Customer Value
In an environment where businesses seem to be competing less on product and price and more on the customer value they can provide, location data & analysis can provide an important way to differentiate and establish a competitive advantage. Location data is fueling innovation in services that are particularly location-aware, as with companies like Uber and Waze. But what about traditional retailers? During this case study, we will explore the power of location data to fuel customer-centric innovation, including:
·         Understanding smartphone penetration rates – and why they are (still) on the rise
·         Tapping into location infrastructure – RFID, beacons, GPS
·         Leveraging insights that get reflected in the bottom line
·         The impact of 5G on location-based data

Themes: Location Intelligence, Location-Based Data, Customer-Centric Innovation

BrainWeave B

11:45 am - 12:30 pm Reach or Relevance? Achieving the Right Balance of Mass Reach & Targeting
Brands must strike a delicate balance between mass reach and personalized targeting to be successful in social and digital channels. Today, though, many fail to strike that critical balance, instead focusing on one over the other. During this BrainWeave, we’ll focus on targeting and segmentation in tandem. Join us as we explore a number of ways to achieve a healthy balance between mass reach and targeting. We’ll explore both long- and short-term successes that require strategies for both: 

·         Reasons brands shouldn’t prioritize targeting as a strategy over reach
·         Finding the right balance; not choosing one strategy over the other
·         Empowering individuals while creating value for the community
Themes: Targeting & Segmentation

12:30 pm - 1:30 pm Networking Lunch

1:30 pm - 2:15 pm Turning Customer Complaints Into Profitable Opportunities

1:30 pm - 2:15 pm Data-Driven Trends Shaping the Future of Digital Marketing

1:30 pm - 2:15 pm Best Practices for Customer-Centric Innovation

2:20 pm - 2:50 pm Business Meetings

2:55 pm - 3:25 pm Business Meetings

3:30 pm - 4:00 pm Business Meetings

1:35 pm - 1:55 pm Networking Break

3:55 pm - 4:25 pm Insights for CX Innovation: Turning Customer Needs Into Business Value

4:30 pm - 5:00 pm Enhancing Consumer Perceptions through Digital Rewards Programs

Today’s customers are in the driver’s seat of the consumer/brand experience. They want to be heard and they want to feel like they matter. But more than anything, they want to find value in the product or service experience. One of the best ways to drive consumer perception is through a rewards program than genuinely rewards the customer.
During this session, we will explore the power of eCommerce in today’s marketplace. We’ll talk about ways to create seamless, impactful eCommerce experiences and how it impacts the customer journey. Join this plenary session as we explore:
·         A focus on not just how much customer spends, but how often they spend
·         Developing a digitally led, apps-based approach to loyalty rewards
·         Who is getting loyalty right – and why
·         Tracking the ROI of your digital loyalty programs
Themes: CX, Digital Rewards Programs, Consumer Perceptions, Customer Loyalty

5:00 pm - 5:45 pm The Future of Shopping: Transforming Challenges Into Opportunities

By getting to know your customers more deeply and engaging them with valuable, human experiences, there is great opportunity for retail brands to stand apart from competition and secure a place in the new digital world. But taking advantage of this opportunity will require a lot of new thinking, and retailers that want to succeed in the face of endless store closings need to be willing to explore beyond the traditional stores and shopping carts.
During this panel, we’ll explore the various challenges facing the retail industry. We’ll talk about the future of brick and mortar stores and how retail brands should be creating seamless, valuable customer experiences, including:

·         Integrating digital into the physical experience
·         Building retail brands and the role of digital and content marketing
·         How and why retailers can get to know their customers better
Themes: Retail, Omnichannel, Brick and Mortar

5:45 pm - 6:15 pm Networking Cocktail Reception – Sponsored

6:15 pm - 8:15 pm Themed Networking Dinner – Sponsored