Customer Experience Innovation Forum

A memorable customer experience is more than a marketing process. Winning companies understand that the customer experience starts long before the manufacturing of a product begins, and doesn’t end with a purchase. It’s a dynamic journey that requires the integration of people with end-to-end processes and systems. Employing the right technology throughout this journey will mean the difference between an exceptional or disappointing customer experience.

The Customer Experience Innovation Forum will bring together SAP customers from retail, consumer products, and wholesale distribution companies to learn from one another and share practical solutions and best practices around solving complex demand-to-fulfillment challenges.

Keep up-to-date on conference content by following @cxiforum on Twitter and @EventfulConferences on Instagram.

 

 

Keynote Speakers Announced!

 
  • Beth Pritchard

    Advisor to Global Retail Brands including Board Member for Loblaw Companies and e.l.f. Cosmetics, Former Chief Executive Officer of Bath and Body Works, White Barn Candle Company and Victoria's Secret Beauty
     
    Driving Creativity and Innovation for Long-Term Success

    Providing an impactful customer experience should be at the heart of everything you do in order to drive success. With over 11 years’ experience taking Bath & Body Works, The White Barn Candle Company and Victoria’s Secret Beauty from small startups to multibillion-dollar brands we kept three points in constant focus. 1 – Deliver an intimate customer experience, 2 –...

    Read more >
     
  • John S. Phillips

    Senior Vice President Customer Supply Chain & Global Go-To-Market, PepsiCo
     
    Bits & Bytes That WILL Disrupt Your Supply Chain

    Every week we read news articles, tweets or blogs about new technologies that have the potential to disrupt our business and personal lives in profound ways. Many of these new technologies are impacting the CPG industry and dramatically changing the way consumers research and shop for products. These changes are also impacting CPG supply chains and the methods in which...

    Read more >
     
  • Lori Mitchell-Keller

    Co-President, Industries, SAP
     
    From Digital Transformation to the Rise of the Intelligent Enterprise

    Change is rocking your world. In the enterprise, the shift to the cloud is accelerating. Intelligent technologies and services are creating unprecedented opportunities in every industry. Your customers are expecting much more of you and the financial markets are ready to punish any shortfalls. Even competitors aren’t standing still, they’re swooping in from familiar and unanticipated places. All the while,...

    Read more >
     
  • John Douglas

    Chief Technology Officer, Tory Burch
     
    Delighting Our Customers by Standardizing Our Core

    Recently, Tory Burch embarked on an ambitious journey to unify their customer experience and provide an integrated omni-channel foundation, moving away from a siloed and fragmented ecosystem. To gain speed, efficiencies, and integrity in data, the team focused on standardizing the Retail Back Office processes and simplifying POS processes through a set of pre-configured templates. Hear how John lead this...

    Read more >
     
  • Andrea Weiss

    Chief Executive Officer, The O Alliance
     
    Accelerating the Customer Experience by Thinking Differently

    As human beings, we have a unique ability to compartmentalize. Whether it’s our family, colleagues, departments, or organizations, we always separate them because we think they are different. For us, and the consumers we serve, the value of time is changing dramatically and the expectation for instant gratification is the new consumption model. Consumers have access to information like never...

    Read more >
     
  • Kevin Reilly

    Chief Information Officer, Old World Industries
     
    How Customer Insights Helped Drive Down Inventory Costs

    Over the course of 45 years, Old World Industries has transformed from a small chemical trading company into a multi-billion dollar global powerhouse for the automotive, chemical, and agricultural industries. Today the company manages over a dozen leading consumer and commercial brands across 60 countries. With a desire to continue driving strong growth while operating in a world where technology...

    Read more >
     
  • Stephen Bronson

    Sr. Director Strategic Enterprise Capabilities Technology, Nike
     
    Revolutionizing the Standard: How Nike is Co-Innovating Industry First Capabilities

    NIKE, Inc., is the world’s leading designer, marketer and distributor of authentic athletic footwear, apparel, equipment and accessories. The Brand’s mission is to bring inspiration and innovation to every athlete* in the world (*if you have a body, you are an athlete). This mission is what drives them to do everything possible to expand human potential. Come hear how Nike...

    Read more >
     
  • Jill Standish

    Managing Director, Global Retail Industry, Accenture
     
    Retail with Purpose: Creating Moments That Matter Through Technology

    After a wave of unprecedented disruption, many retailers and consumer companies have been rethinking how they can succeed and asking themselves fundamental questions to define what purpose they serve in customers’ lives today. A clearly defined purpose can differentiate a company and help them better connect with their customers. It can also guide companies on how to organize and operate differently...

    Read more >
     
  • Joe Burton

    Founder & Chief Executive Officer, Whil Concepts
     
    Performing in a Stressed-Out World

    Coping in today’s world of increasing customer expectations and technology-led disruption is one thing. Embracing all of this change and optimizing your professional performance is another. Join Joe Burton, author of the bestselling book, Creating Mindful Leaders, and founder of Whil for a fun, inspiring and interactive session on managing stress, disruption and change. Learn how to overcome the natural...

    Read more >
     

View All
 
  • "The Customer Experience Innovation Forum is all about helping our customers deliver distinct and memorable experiences to their customers, profitably and at scale."

    Matt Laukaitis - Senior Vice President and General Manager, NA Consumer Industries, SAP
     
  • "I love the conference, the ability to network with industry peers and speak one to one with SAP experts. The interaction is amazing."

    Audra Knight - Vice President - Technology, Macy's
     
  • "There is no better forum to share industry specific successes and challenges, and connect into the broader community for solutions."

    Steve Hatcher - President, Retail and Wholesale, /N SPRO
     
  • "The Eventful Conferences experience is highly personalized and drives value for everyone in attendance."

    Ambrosia Vertesi - Vice President People, Duo Security
     
 
 

Thanks to Our Sponsors

 
  •  
    Accenture
     
    Diamond Sponsor
     
  •  
    Google Cloud
     
    Cloud Sponsor
     
  •  
    /NSPRO
     
    Platinum Sponsor
     
  •  
    EY
     
    Platinum Sponsor
     
  •  
    IBM
     
    Platinum Sponsor
     
  •  
    SAP
     
    Produced by / A Collaboration Between
     
  •  
    Eventful Conferences
     
    Produced by / A Collaboration Between
     
  •  
    ASUG
     
    Produced by / A Collaboration Between
     

Driving Creativity and Innovation for Long-Term Success

Providing an impactful customer experience should be at the heart of everything you do in order to drive success. With over 11 years’ experience taking Bath & Body Works, The White Barn Candle Company and Victoria’s Secret Beauty from small startups to multibillion-dollar brands we kept three points in constant focus. 1 – Deliver an intimate customer experience, 2 – Innovate constantly and ensure the newness translates into meaningful work meeting the customers needs today and tomorrow 3 – let mistakes lead you to the next big idea. In this keynote, Beth will share over 28 years of successful leadership views that tests the norm of dealing with mistakes, prioritizing innovation and delivering a new offering that delights your customers. It's time to break the rules around everything you’ve been taught and learn to innovate without constraint.

Bits & Bytes That WILL Disrupt Your Supply Chain

Every week we read news articles, tweets or blogs about new technologies that have the potential to disrupt our business and personal lives in profound ways. Many of these new technologies are impacting the CPG industry and dramatically changing the way consumers research and shop for products. These changes are also impacting CPG supply chains and the methods in which manufacturers and retailers get their goods to market. The digital revolution before us presents enormous opportunities and challenges across the end-to-end consumer value chain. John S. Phillips, SVP of Customer Supply Chain & Global Go-To-Market for PepsiCo, will share his perspective and insights on some of the technologies that have the greatest potential to drive dramatic change across the CPG consumer value chain. These technologies include augmented reality, smart shelves, autonomous in-store robots, wearables, image recognition, self-driving vehicles, IoT devices, drones and many others. Please join John for an exciting and thought-provoking session exploring how industry leaders can leverage these technologies to be at the forefront of driving transformational change in their organizations.

From Digital Transformation to the Rise of the Intelligent Enterprise

Change is rocking your world. In the enterprise, the shift to the cloud is accelerating. Intelligent technologies and services are creating unprecedented opportunities in every industry. Your customers are expecting much more of you and the financial markets are ready to punish any shortfalls. Even competitors aren’t standing still, they’re swooping in from familiar and unanticipated places. All the while, you’re asked to pursue innovation and efficiency; to protect the core yet explore next generation processes; to seek fresh and contextually relevant insights without drowning in data. Actually, these swirling pressures represent a generational opportunity in disguise. In this keynote, find out how SAP’s Intelligent Enterprise supports new growth models efficiently by maximizing the value of your data assets and insights while connecting the business end-to-end.  Discover the reality and potential of the Intelligent Enterprise as it empowers your employees, delights customers, and helps you operate with greater agility and visibility.

Delighting Our Customers by Standardizing Our Core

Recently, Tory Burch embarked on an ambitious journey to unify their customer experience and provide an integrated omni-channel foundation, moving away from a siloed and fragmented ecosystem. To gain speed, efficiencies, and integrity in data, the team focused on standardizing the Retail Back Office processes and simplifying POS processes through a set of pre-configured templates. Hear how John lead this project, how he resisted the usual temptation to customize business processes, and how he was able to implement SAP S/4 HANA Retail in just 16 weeks using SAP Activate methodology to deliver key business outcomes. Their new S/4 platform ensures customers can get the right product in the right place at the right time. It ensures inventory transparency, accuracy, optimization, and cost reductions. Most importantly, it’s a foundation that’s allowing Tory Burch to focus on unifying and simplifying the customer interface, both online and offline, differentiating their brand further.

Accelerating the Customer Experience by Thinking Differently

As human beings, we have a unique ability to compartmentalize. Whether it’s our family, colleagues, departments, or organizations, we always separate them because we think they are different. For us, and the consumers we serve, the value of time is changing dramatically and the expectation for instant gratification is the new consumption model. Consumers have access to information like never before and act based on convenience.  To compete and win the consumers business and loyalty, we need to embrace a new vision of personalization, we need decompartmentalize ourselves and understand that by unpacking our common points and vast differences, we can operate at peak performance.

 

In this keynote, Andrea Weiss will share her years of experience working with organizations who understood the impact that technology would play on their business and, by understanding the rule that 50 percent of revenue would one day come from non-traditional avenues, have been able to transform to compete in the new complex world.

How Customer Insights Helped Drive Down Inventory Costs

Over the course of 45 years, Old World Industries has transformed from a small chemical trading company into a multi-billion dollar global powerhouse for the automotive, chemical, and agricultural industries. Today the company manages over a dozen leading consumer and commercial brands across 60 countries. With a desire to continue driving strong growth while operating in a world where technology is reinventing customer expectations, Old World Industries had to make some defining decisions. They either hired more staff or invested in technology to drive customer insights and efficiencies in critical business areas like planning, inventory management and integrated supply chain management. Hear how Old World Industries harnessed technologies that allowed them to better anticipate customer needs and reduce inventory costs by up 50%. Also hear about the insights Kevin and the Old World Industries team gained around changing the hearts and minds of their staff and getting them to embrace the new normal in a highly competitive industry.

Revolutionizing the Standard: How Nike is Co-Innovating Industry First Capabilities

NIKE, Inc., is the world’s leading designer, marketer and distributor of authentic athletic footwear, apparel, equipment and accessories. The Brand’s mission is to bring inspiration and innovation to every athlete* in the world (*if you have a body, you are an athlete). This mission is what drives them to do everything possible to expand human potential. Come hear how Nike is delivering innovative capabilities through co-innovation with SAP. By enabling new business models and “out of the box” configuration, they are redefining footwear and apparel supply chain operations and laying the foundation for the future of the industry.

Retail with Purpose: Creating Moments That Matter Through Technology

After a wave of unprecedented disruption, many retailers and consumer companies have been rethinking how they can succeed and asking themselves fundamental questions to define what purpose they serve in customers’ lives today. A clearly defined purpose can differentiate a company and help them better connect with their customers. It can also guide companies on how to organize and operate differently to positively impact the bottom line. Technology gives all companies in consumer industries a new opportunity to shape offerings that connect with customers in more meaningful, relevant ways. Companies with a clearly defined purpose will use innovation to reimagine offerings and create an integrated web of services that gives consumers the products and experiences they want, when they want them.  Accenture’s Global Retail Industry Managing Director Jill Standish explores how companies can redefine their purpose and use technology to better connect with customers and realign their business.

Performing in a Stressed-Out World

Coping in today’s world of increasing customer expectations and technology-led disruption is one thing. Embracing all of this change and optimizing your professional performance is another. Join Joe Burton, author of the bestselling book, Creating Mindful Leaders, and founder of Whil for a fun, inspiring and interactive session on managing stress, disruption and change. Learn how to overcome the natural deficiencies of the brain and takeaway easy, repeatable emotional intelligence and mindfulness techniques to reduce stress and build resilience for high performance. Attendees will receive a copy off Joe’s new book.