September 26 - 28, 2018
Omni Rancho Las Palmas, Rancho Mirage, CA
Day Three September 28th 2018: Retaining Customers and the Mobile Forecast for 2025
Customers are rewarding (and staying loyal to) companies that are anticipating their personal needs and wants. This is only possible if you know who your customer is, how they want to interact with you and when. Stay on top of the latest mobile engagement techniques that are working today. In addition, you’ll learn about the technologies that are shaping the future of mobile!
8:20 am - 9:00 am Continental Breakfast
9:10 am - 9:20 am Chairperson’s Opening Address
Chairperson to be named, Cutting Edge Solution Provider
9:20 am - 9:45 am Keynote: Making the Case For Sustaining and Further Investing in Your Mobile AppHaden Kirkpatrick - Head of Strategy & Innovation Esurance
Developing a mobile app is no small undertaking. It’s can be expensive, time consuming and in the end, is it always worth it? Before setting out on this journey, many questions need to be answered. This opening keynote presentation will tackle your toughest questions:
•Finding out whether or not you need a mobile app by asking who your customer is and if an app would be useful for them
•Getting buy in for developing a mobile app
•Knowing who within your organization you need to get onboard to make this a reality
•Looking at the long term benefits of having a mobile app
oMatching business priorities such as user engagement and retention to these benefits
oPrioritizing creating unique mobile experiences that would be easier for consumers to use
•Securing the resources (money, developers, app team) from senior leaders in order to make this happen
Haden KirkpatrickHead of Strategy & Innovation
9:45 am - 10:10 am Fireside Chat: Keep it Sticky: Retaining App Users To Keep Customers LoyalClaus Enevoldson - VP of Growth Flipboard
•Identifying the aspects of your app that are causing people to abandon it
oDid you make it easy for your customers to onboard?
oIs your app too complicated to use? Or too specialized?
•Using push notifications to keep app users engaged
•Personalizing your app to your user’s experience
oAre they being provided with relevant content and offers when they log in?
•Incentivizing customers to use your app
oDo you have a loyalty program or mobile specific rewards?
oUpdating your app with new features and customer recommendation changes
Claus EnevoldsonVP of Growth
10:10 am - 10:50 am PANEL REMIX: You Need Data to Succeed at Mobile: Becoming a Data Driven OrganizationTati Santos - Sr. Director, Mobile Development Evite Mike Schouder - Director of Digital Innovation Cracker Barrel David Baldie - Global Director, Mobile Engineering Anheuser-Busch Jim Carter - Co-Founder & VP of Engineering GivingAssistant
A seamless customer experience across multiple channels will only be possible if brands can create a single view of the individual customer. But data points can be gathered from highly disparate systems. Often time, these systems aren’t connected and the departments in charge of the data aren’t communicating efficiently. While the data has been saved, it’s rendered almost useless unless these systems can merge and a holistic view of the customer and their touch points with your company can be created. You’ll not only get solutions to your mobile data questions, but you’ll be able to learn from other brands who are facing similar challenges during this keynote panel.
•What customer data are you measuring and why?
•Is your company aligned on what the metrics are that you should be measuring?
•Does everyone within your organization have access to the data they need?
oHow can you provide them with this access?
oWhat barriers are blocking you from getting to data transparency?
•Are you gleaning insights from the data you gather or is it just sitting somewhere?
oHow are you turning data into insights?
oHow are these insights filtered to the departments that need them?
•Data driven companies can shape a really great mobile experience that drives customers to convert
Tati SantosSr. Director, Mobile Development
Mike SchouderDirector of Digital Innovation
David BaldieGlobal Director, Mobile Engineering
Jim CarterCo-Founder & VP of Engineering
10:50 am - 11:25 am Morning Refreshment & Networking Break
11:25 am - 11:45 am KEYNOTE: Expanding Your Offerings- A Look at Hopper’s Move for Hotel BookingsJosh Cornelius - Mobile Product Manager Hopper
While usually known for their flight booking application, join this keynote session to hear how Hopper went through the process of adding a hotel booking feature to their platform. The Product Management aspect of this launch was key. They had to rethink the whole user experience in the app, make it consistent with how their users have been using it for flights while also taking into account hotel shopping specifications. The result was and is a unique mobile shopping experience for hotels that allows users to browse content that has been completely adapted for mobile. Learn from Josh Cornelius, who lead the charge on this project, as he talks us through building this new feature from the ground up.
Josh CorneliusMobile Product Manager
11:45 am - 12:15 pm Stay Relevant - Keep Ahead of Mobile TrendsLaura Granka - UX Director Google
If one thing is certain about the mobile landscape, is that it’s always evolving. With constant updates in device technology and apps, we are seeing an increased availability of emerging smart technologies, including AI and voice interaction. These changes create fundamental shifts in how our customers — especially new internet users and those in emerging markets — experience the internet, and the expectations they have for products and services. In this talk, Laura will highlight global trends in mobile behavior, give examples of how Google has adapted its approach, and discuss how Google continues to forecast the next generation of mobile experiences.
Laura GrankaUX Director
12:15 pm - 12:45 pm Case Study: Moving Beyond Voice Assistants: Mobile and Voice Working Together For the Future of Connected CommerceHarish Goli - Senior Product Manager Pandora
There is huge untapped potential in the use of voice technology. Major brands are racing to figure out how it will impact their digital strategy and many have yet to understand how transformative it be for the future of mobile experiences. Are you going to be able to keep up with the voice revolution? Join this session to hear answers to questions like:
•Is voice the future of mobile?
•What role will they have in your omnichannel strategy?
oHow can you start to make sure the two are complimenting one another?
•What are some of the other use cases of voice and how do those fit in with your mobile strategy?
oHave you thought about voice payments?
oHave you thought about push notifications through voice?
oHave you heard about mobile ordering through voice?
Harish GoliSenior Product Manager