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.

 

 

First Speakers Announced!

 
  • Sharen Jester Turney

    Advisor to Global Retail and Technology Brands and Former CEO, Victoria’s Secret
     
    Aligning Purpose and Performance

    Building a brand, growing a business and delivering consistently great results has never been more challenging than it is today. Additionally, as companies look to deliver extraordinary customer experiences they rely on their people to delight customers at every touchpoint, both physical and digital. With over 30 years’ industry experience, 16 years leading and building Victoria’s Secret into a globally...

    Read more >
     
  • John S. Phillips

    SVP 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

    CTO, 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 >
     
  • Sameer Afsar

    Vice President of Enterprise Applications, Old World Industries
     
    How Customer Insights Helped Drive Down Inventory Costs by Up to 50%

    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 >
     
  • 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 and CEO, 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
     
  •  
    /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
     

Aligning Purpose and Performance

Building a brand, growing a business and delivering consistently great results has never been more challenging than it is today. Additionally, as companies look to deliver extraordinary customer experiences they rely on their people to delight customers at every touchpoint, both physical and digital. With over 30 years’ industry experience, 16 years leading and building Victoria’s Secret into a globally iconic brand, and more recently as a Board Member for a number of retail and technology companies, Sharen will share her insights into the role purpose plays in driving performance. Brands thrive when inspired and talented people align around a higher purpose and have the opportunity to give back to their communities. This is a unique opportunity to tap into the experience and perspectives of the one of industries true leaders.

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.

How Customer Insights Helped Drive Down Inventory Costs by Up to 50%

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 Sameer 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.

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.