What to expect at the Summit

Over three days of workshops, sessions and keynotes, you'll discover
how the world's leading brands build deeper relationships
with their customers to make better decisions.

Workshops take place at the Willard InterContinental Washington, D.C., just across from the Summit venue.

 

September 12, 2018
The Willard InterContinental Washington
1401 Pennsylvania Ave NW,
Washington, D.C. 20004
Room information will be sent to registered workshop attendees via email

 

12:15

Registration Opens

 

13:00 - 16:30

Uncovering solutions and new opportunities for your insight community

Get ideas on how to solve your own challenges on building and managing an insight community. Through a speed consulting format, you will collaborate with peers and Vision Critical experts, leaving with an action plan to take your insight community to the next level.

A boxed lunch and mid-afternoon snack break will be included.

 

13:00 - 16:30

Reprogramming your research mindset

(WORKSHOP IS FULL)
Explore ways to future-proof your role in research and adapt your skills to the needs of organizations today. Expect individual activities, peer-to-peer discussions and presentations from Vision Critical experts. You will discover how to champion change for your industry and organization and transform the way you gather and deliver customer intelligence.

A boxed lunch and mid-afternoon snack break will be included.

 

13:00 - 16:30

Hands on with the Sparq Product Management Team

(WORKSHOP IS FULL)
Join members of the Vision Critical product management team as we do hands on demos of the key new features we released last year, talk about what we have planned for the remainder of 2018 and listen to your feedback on how to make the product better.

A boxed lunch and mid-afternoon snack break will be included.

 

13:00 - 16:30

Accelerating time to value (exclusively for people considering Vision Critical)

This interactive session will help you accelerate the time to value, help you hit the ground running at kickoff, and get your community set up for success. We'll coach you through the key elements of community onboarding, building a success plan, measuring ROI, and provide ideas on how to liaise with your legal, security and procurement teams. You'll also hear from Smithsonian Media – they recently completed their first year with Vision Critical and will share lessons learned, tips for success, and how to achieve early wins.


Speakers:

  • Linda Lawrence, Research Manager, Smithsonian Media
  • Christy Ransom, Vice President Customer Experience and Enablement, Vision Critical
  • Jenna Dorman, Vice President Sales, Vision Critical
  • Ellie Hutton, Senior Director Customer Connect, Vision Critical

A boxed lunch and mid-afternoon snack break will be included.

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Linda Lawrence

Smithsonian Media

Christy Ransom

Vision Critical

Jenna Dorman

Vision Critical

Ellie Hutton

Vision Critical

 

17:30-19:00

Happy Hour

Join your fellow attendees and VC staff at the JW Marriott hotel in the Penn Ave Terrace (lobby level) for a casual happy hour of drinks and appetizers.

 

19:15 - 21:15

Walking Tour: The White House at Night


Explore Washington, DC with a walking tour in the summer evening. Space is limited. Registration will open in August via the event app.

 

Avoid disappointment—register early

The first step is to secure your ticket for the Customer Intelligence Summit. When you register for Summit, you'll have the opportunity to reserve a seat for one of our workshops.

 

06:45 - 07:30

Yoga

Start off the day with a complimentary yoga class. Space is limited. Registration will open in August via the event app.

 

06:45 - 07:30

Run Club

Calling all runners. We will have an optional group run for those seeking some cardio to kick off the Summit while still taking in a scenic view. No registration required - the more the merrier. Summit Run Club will meet in the lobby of the JW Marriott.

 

07:00

Registration opens

 

08:00 - 09:00

Breakfast

 

09:00 - 09:30

Opening keynote

Scott Miller

Vision Critical

 

09:30 - 10:10

Product keynote

Alan Price

Vision Critical

 

10:10 - 10:40

Networking break

 

10:40 - 11:20

Keynote: Unlocking the power of strategic storytelling

Award-winning columnist, author and national champion storyteller Kindra Hall reveals effective and proven ways of making your stories more strategic and impactful. Kindra’s keynote will provide concrete ideas on maximizing storytelling techniques to ensure that the customer intelligence you get from your insight community makes a bigger impact as you share it with your stakeholders and decision-makers.

Kindra Hall

 

11:20-13:00

Lunch

 

13:00 - 13:45

Using Text Analytics to harness the customer voice

Customer intelligence isn’t just about collecting data points—it’s about hearing and embracing the authentic voice of the customer. This session will provide practical examples of how you can use new text and sentiment analysis features of the Sparq platform to turn open-ended feedback into richer insight to help improve the customer experience and make smarter business decisions.


Speakers:

  • Cassie Mally, Director UX Research, GoDaddy
  • Erin Avery, Director UX Research, Vision Critical
  • Nick Simon, Product Manager, Vision Critical

Cassie Mally

GoDaddy

Erin Avery

Vision Critical

Nick Simon

Vision Critical

 

13:45 - 14:30

Elevating customer experience as a strategic priority

Cleveland Clinic is not only a pioneer in medical advancements but also in customer experience. Over 10 years ago, to support the organization-wide mandate of “Putting Patients First,” Cleveland Clinic was the first healthcare organization to hire a Chief Experience Officer, develop an Office of Patient Experience, and launch an insight community. Today, over 70 departments use the community to improve the end-to-end patient and caregiver experience. This interactive session is for all companies that use customer intelligence to improve the experience of their customers.

Join CX Visionary Award winner Cleveland Clinic for an engaging discussion on improving every aspect of the customer journey and to learn how to:

  • Use community feedback to shape both strategic and tactical elements of the customer experience
  • Expand your community’s impact and deliver more value to the business
  • Activate internal stakeholders to drive the business towards customer-centricity

Speakers:

  • Michelle Gandolf, BBA, MA, Director, Market Research & Insights, Cleveland Clinic
  • Misti Allison, Product Marketing Manager, Vision Critical

Michelle Gandolf

Cleveland Clinic

Misti Allison

Vision Critical

 

14:30 - 15:15

Driving business transformation and monetizing your community

As the world’s leading social video service and community for gamers and an array of emerging content surfaced by its users, Twitch is a leader in making business decisions rooted in user feedback. Through its award-winning insight community, the company has access to an audience that is typically hard to reach and engage with--predominantly male gamers under the age of 34--proving community feedback not only strengthens audience relationships, but also helps deliver more value to partners and drives bigger deals.

Business Transformation Visionary Award winner Twitch will share in this interactive session how to:

  • Engage Generation Z and Millennials effectively and at scale
  • Integrate various research data sources to get a clearer picture of customers
  • Create a new revenue stream by monetizing communities

Speaker:

  • Colan Neese, Senior Manager Audience Insights, Twitch

Colan Neese

Twitch

 

15:15-15:45

Networking break

 

15:45-16:15

Keynote: The data code: What insight professionals know (and need to share with the world)

In the wake of the Cambridge Analytica scandal and in the face of Europe’s new privacy policy directive, executives, reporters and social media users are realizing what insight and market research professionals have long known: The most valuable consumer insights come from data that’s collected with meaningful consent. Now that the rest of the world is tuning into to the powers and perils of customer data, it’s time for insight professionals to assume a leadership role in mapping out how to collect and use that data, so that we not only retain access to our customers’ data, but retain their trust. In this talk, Alexandra Samuel shares the key lessons and practices that insight professionals can offer the larger business world — and offers a roadmap for how we can turn our longstanding experience with ethical data collection into a resource for the entire enterprise.

Alexandra Samuel

 

16:15 - 17:00

The 360 view. Engaging with multiple audiences to get a more complete picture.

o get deeper insight, the Sacramento Municipal Utility District (SMUD) is listening to the perspective of their unique audiences. They will tell the story of their community journey, impact of hearing from multiple publics, and lessons learned about collaborating with stakeholders and engaging different groups. SMUD uses their online communities to hear from their B2B and B2C customers, as well as their employees, in the development of new products and services from idea generation, concept refinement, testing and product expansion, including the SMUD Energy Store.


Join SMUD to learn how to:

  • Create a process for improving customer experience and product innovation with a 360 view of multiple audiences
  • Establish internal processes to improve stakeholder collaboration and manage communities effectively regardless of research experience
  • Understand the nuances of engaging with different audiences including B2B and employees

Speakers

  • Susan Corbelli, Market Research Supervisor, SMUD

Susan Corbelli

SMUD

 

17:00 - 17:30

Spotlight on Visionary Award Winners

 

18:00 - 23:00

Dinner Under the Stars

Join your fellow attendees in the event's evening gala. No registration required - just wear your badge to gain entry. More details to come.

 

06:45 - 07:30

Run Club

Burn off the calories from the night before. We will have an optional group run for those seeking some cardio. No registration required - the more the merrier. Summit Run Club will meet in the lobby of the JW Marriott.

 

08:00 - 09:00

Breakfast

 

09:00 - 10:00

Keynote: Get Your CX Transformation Right The First Time

Real customer experience (CX) transformations don’t happen by accident. They take a systematic, enterprise-wide approach that avoids seductive shortcuts and hidden pitfalls. As a result, few companies succeed.


During this keynote presentation, guest speaker Forrester Principal Customer Experience (CX) Analyst Rick Parrish will discuss:

  • The languishing state of CX across industries. For the third year in a row, CX quality is weak and stagnant. What’s worse, there are no true CX leaders – brands that have risen to the top and continued to improve. As a result, companies that break away with successful CX transformations will have a wide-open playing field for customer-centric differentiation.
  • How to avoid the seven top CX transformation mistakes. Many companies think they’re far down the path to CX transformation. They’re fooling themselves. Firms often fall prey to ideas that seem good, but that actually lead CX efforts far astray. Luckily, sidestepping these problems is easy if you know what to look for.
  • Three things to do now to get your CX efforts back on track. No matter where you sit in your organization, you can start improving its CX transformation efforts immediately. These three tips will help you point your business in the right direction.

Rick Parrish

Forrester

 

10:00 - 10:45

Red Bull earns the right to lead the business by engaging stakeholders and millennials

Reporting directly to sales, the Shopper Insights team at Red Bull has transformed the company’s understanding of who the Red Bull customer truly is. They’ve elevated both the business and the Shopper Insights team with their proactive approach to managing stakeholders across the business. Their ability to engage millennial consumers and consistently deliver actionable insights to Red Bull’s leadership team has impacted the company’s sales/marketing strategies and retail partnerships. Mastering engagement and delivering game-changing insights in real time is due in large part to carefully constructed activities and authentic communication.


Join Marketing Visionary Award winner Red Bull North America in this interactive session to learn how to:

  • Combine your understanding of customer attitudes and opinions with transactional data to make better sales, marketing and retail decisions.
  • Position your team to take the lead and proactively collaborate with sales and marketing leaders to guide strategy.
  • Engage millennials, without alienating others, by revamping your communication style and research process.

Speakers:

  • Laura-Lynn Freck, Director, Shopper Insights, Red Bull
  • Sarah Shain, Shopper Insights Analyst, Red Bull

Laura-Lynn Freck

Red Bull

Sarah Shain

Red Bull

 

10:45-11:15

Networking break

 

11:15 - 12:00

How Australia’s leading TV and radio distributor monetizes, drives growth and elevates the role of insight

Reaching 95% of the Australian population each week, Southern Cross Austereo (SCA) is the leading radio and TV distributor in Australia. Through five insight communities, SCA measures brand awareness and shifts in perception while getting insight on improving partnerships with third-party advertisers. In 2017 alone, SCA generated over $15 million in additional revenue by monetizing its communities. Today, more than 12 internal teams leverage the company's communities.

Join the APAC Business Transformation Visionary Award Winner to learn how to:

  • Elevate the role of insight within your organization
  • Create unparalleled ties between research and revenue by monetizing your community
  • Democratize insight across the business

Speakers:

  • John Musgrove, Head of Research, Southern Cross Austereo
  • Jasmine Beech, National Sales Research Manager, Southern Cross Austereo

John Musgrove

Southern Cross Austereo

Jasmine Beech

Southern Cross Austereo

 

12:00 - 12:10

Special presentation from Rival Technologies

 

12:10 - 13:10

Seth Godin closing keynote

Dancing on the edge of a revolution
The author of 18 international bestsellers and one of the finest minds in modern marketing, Seth will share lessons from over 30 years of connecting with customers and challenging the status quo. Join us to hear his thoughts on being remarkable, raising the bar and doing work that matters. After his session, Seth will be available to answer questions.

Seth Godin

 

13:10 - 15:00

Lunch and Meet & Greet with Seth Godin

Seth Godin

 

Legend

Product Track Lessons Learned Track Advanced Track

Wednesday, September 12

13:00 - 16:30
Uncovering solutions and new opportunities for you...Uncovering solutions and new opportunities for your insight community
Reprogramming your research mindset Reprogramming your research mindset
Hands on with the Sparq Product Management Team...Hands on with the Sparq Product Management Team
Accelerating time to value (exclusively for people...Accelerating time to value (exclusively for people considering Vision Critical)
17:30-19:00
Happy Hour
19:15 - 21:15
Walking Tour: The White House at Night

Thursday, September 13

6:45 - 07:30
YogaYoga
06:45 - 07:30
Run ClubRun Club
08:00 - 09:00
Birds of a feather industry breakfast
09:00 - 09:30
Opening Keynote
09:30 - 10:10
Product Keynote
10:10 - 10:40
Networking break
10:40 - 11:00
Spotlight on Visionary Award winners for Product Innovation, Customer Experience and Business Transformation
11:00 - 12:00
Kindra Hall Keynote: Unlocking the power of strategic storytelling
12:00 - 13:30
Birds of a feather industry lunch
13:30 - 14:15
Using Stakeholder Hubs to deliver insight througho...Using Stakeholder Hubs to deliver insight throughout your organization
Delivering insight in every step of product develo...Delivering insight in every step of product development
The 360 view. Engaging with multiple audiences to ...The 360 view. Engaging with multiple audiences to get a more complete picture.
14:30 - 15:15
Amplifying the Value of Relationship MemoryAmplifying the Value of Relationship Memory
Elevating customer experience as a strategic prior...Elevating customer experience as a strategic priority
Talking ROI: Selling your value to the C-Suite...Talking ROI: Selling your value to the C-Suite
15:15-15:45
Networking break
15:45 - 16:30
Boost member engagement using Member HubsBoost member engagement using Member Hubs
Driving business transformation and monetizing you...Driving business transformation and monetizing your community
The Power of PartnershipThe Power of Partnership
16:45 - 17:00
Spotlight on Visionary Award winners for APAC
17:00 - 17:30
Alexandra Samuel Keynote: The data code: What insight professionals know (and need to share with the world)
18:00 - 23:00
Dinner Under the Stars

Friday, September 14

06:45 - 07:30
Run Club
08:00 - 09:00
Meet the Speakers breakfast
09:00 - 09:10
Spotlight on Visionary Award winners for New Community and Marketing
09:10 - 10:10
Rick Parrish Keynote: Get Your CX Transformation Right The First Time
10:20 - 11:05
Using Text Analytics to harness the customer voice...Using Text Analytics to harness the customer voice
Red Bull earns the right to lead the business by e...Red Bull earns the right to lead the business by engaging stakeholders and millennials
Tools of the trade from customer success professio...Tools of the trade from customer success professionals
11:05-11:30
Networking break
11:30 - 12:15
AI now: Using machine learning to improve your cus...AI now: Using machine learning to improve your customer intelligence
Maximizing your new community’s impact in 12 mon...Maximizing your new community’s impact in 12 months or less
How Australia’s leading TV and radio distributor...How Australia’s leading TV and radio distributor monetizes, drives growth and elevates the role of insight
12:20 - 13:20
Seth Godin Closing Keynote
13:20 - 13:30
Summit closing and recap
13:30 - 15:00
Lunch and Meet & Greet with Seth Godin

Secure your spot today

Best value  

Group ticket

(2+ people)

$499


 

Single ticket


$999


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