|Date & Time||Session||Presenter(s)|
|Sep 12, 2018 09:00 - 18:00|
Workshops take place at the Willard InterContinental Washington, D.C., just across from the Summit venue.
|Sep 12, 2018 09:00 - 18:00|
September 12, 2018
|Sep 12, 2018 12:30 - 18:00||Registration Opens|
|Sep 12, 2018 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.
|Sep 12, 2018 13:00 - 16:30||Reprogramming your research mindset |
Explore ways to future-proof your role in research and adapt your skills to the needs of organizations today. Through individual activities, peer-to-peer discussions and presentations from Vision Critical experts, you will discover how to transform the way you gather and deliver customer intelligence.
|Sep 12, 2018 13:00 - 16:30||Maximizing the value of Sparq |
A hands-on product session for current Sparq users. Work with Vision Critical experts to explore specific product features that will help you maximize the value of Sparq. Uncover innovative ways of learning about the attitudes, actions and intent of your customers, and sharing that insight to both your stakeholders and community members.
|Sep 12, 2018 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 a customer who recently completed their first year with Vision Critical about their lessons learned, tips for success, and how to achieve early wins.
|Sep 12, 2018 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.
|Sep 12, 2018 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.
|Sep 12, 2018 09:00 - 18:00||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.
|Sep 13, 2018 09:00 - 18:00||Yoga|
Start off the day with a complimentary yoga class. Space is limited. Registration will open in August via the event app.
|Sep 13, 2018 07:00 - 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.
|Sep 13, 2018 07:00 - 18:00||Registration opens|
|Sep 13, 2018 08:00 - 09:00||Birds of a feather industry networking breakfast|
|Sep 13, 2018 09:00 - 09:20||Opening keynote||Scott Miller|
|Sep 13, 2018 09:20 - 10:00||Product keynote||Alan Price|
|Sep 13, 2018 10:00 - 10:10||Spotlight on Visionary Award winners for Product Innovation and Customer Experience|
|Sep 13, 2018 10:10 - 11:00||Networking break|
|Sep 13, 2018 11:00 - 11:40||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.
|Sep 13, 2018 11:40 - 11:50||Spotlight on Visionary Award winners for Business Transformation, Marketing and Product Innovation|
|Sep 13, 2018 12:00 - 12:45||Product Track: Inspiring transformation by delivering insight to the edges of your organization|
Building an insight-driven organization requires empathy for the customer—who they are, what they care about and how to best serve them. Customer intelligence can help create this empathy and build a customer-centric culture. In this session, you will learn how to use Stakeholder Hubs to extend the reach and influence of customer intelligence and transform research into a driver of corporate strategy.
|Sep 13, 2018 12:00 - 12:45||Lessons Learned Track: Delivering insight in every step of product development|
VMware, a leader in cloud and business mobility and pioneer of virtualization technology, uses a B2B insight community to engage with customers and partners to improve loyalty, NPS and advocacy. VMware used the community to develop its Skyline product, incorporating customer feedback from initial research through product development, implementation and ongoing innovation.
Join Product Innovation Visionary Award winner VMware in this interactive session to learn how to:
|Sep 13, 2018 12:00 - 12:45||Advanced Track: TBD|
|Sep 13, 2018 12:45 - 14:15||Birds of a feather industry networking lunch|
|Sep 13, 2018 14:15 - 15:00||Product Track: Maximizing the business value of your Relationship Memory|
The Sparq platform allows brands to ask, collect and discover the most important information about every customer. It aggregates this data into unified profiles, Relationship Memory, that can be leveraged by decision makers and applications across the enterprise. In this session, you will learn how to operationalize, aggregate and integrate Relationship Memory across your organization and unlock the full potential of the Sparq platform.
|Sep 13, 2018 14:15 - 15:00||Lessons Learned Track: 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.
Cleveland ClinicPatrick Violette
|Sep 13, 2018 14:15 - 15:00||Advanced Track: Selling your value to the business: Tips on effective pitching from a sales master|
Adopting strategies from sales professionals can help you better communicate the value of customer intelligence to your business leaders.
Vision CriticalKaren Eisen
|Sep 13, 2018 15:05 - 15:50||Product Track: Leveraging new Sparq innovations to boost member engagement |
Your insight community becomes more valuable as community members become more engaged and active in community activities. This session will explore best practices and new tips on boosting engagement, including a deep dive into the recently released Member Hubs.
|Sep 13, 2018 15:05 - 15:50||Lessons Learned Track: 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.
|Sep 13, 2018 15:05 - 15:50||Advanced Track: Presented by Maru/Matchbox|
Gold sponsors, Maru/Matchbox, will be holding an advance session. More details to come.
|Sep 13, 2018 15:50 - 16:20||Networking break|
|Sep 13, 2018 16:20 - 16:30||Spotlight on Visionary Award winners for APAC and recognizing 10+ year customers|
|Sep 13, 2018 16:30 - 16:45||Wrap up|
|Sep 13, 2018 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.
|Sep 14, 2018 07:00 - 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.
|Sep 14, 2018 08:00 - 09:00||Meet the Speakers breakfast|
|Sep 14, 2018 09:00 - 09:10||Spotlight on Visionary Award winners for New Community and Customer Experience|
|Sep 14, 2018 09:10 - 10:10||Special Presentation|
|Sep 14, 2018 10:10 - 10:40||Networking break|
|Sep 14, 2018 10:40 - 11:25||Product Track: Unlocking the strategic value of open-ended feedback |
Customer intelligence isn’t just about collecting data points—it’s about hearing and embracing the authentic voice of the customer. This session will demonstrate how you can use the Sparq platform to turn open-ended feedback into richer insight you can use to improve the customer experience and make smarter business decisions.
|Sep 14, 2018 10:40 - 11:25||Lessons Learned Track: Using customer intelligence to give your marketing team strategic “wings”|
Red Bull invented the Energy Drink Category 30 years ago and is a global beverage, media, marketing and sports powerhouse known for its slogan “Red Bull give you wings.” The company’s North American division uses an insight community to deliver insight to stakeholders, better understand the competitive landscape, and shape various aspects of its retail marketing strategy. Today, retail marketing initiatives created by Red Bull North America are shaped by the voice of the customer, pinpointing strengths that the brand should capitalize on and helping drive sales in the region. Marketing teams are now more aware of the competitive landscape and are armed with insights to use in the marketplace, and the community has opened communication to previously siloed areas of the organization.
Red BullSarah Shain
|Sep 14, 2018 10:40 - 11:25||Advanced Track: Tools of the trade from customer success professionals|
Explore new ways of maximizing the strategic value of your insight communities with members of the Vision Critical customer success team. This is a collaborative session—we invite you to bring your ideas to share with other attendees.
Vision CriticalSpencer Dear
Vision CriticalVictoria Rybalka
Vision CriticalAraceli Mallen
|Sep 14, 2018 11:30 - 12:15||Product Track: AI now--using machine learning to improve your customer intelligence |
The age of machine learning and artificial intelligence is here. Join this session with our data science experts to learn how AI will transform the future of the intelligence-gathering process, how the latest Customer Relationship Intelligence Science (CRIS) innovations can accelerate your insight practice and what we are planning for the future.
|Sep 14, 2018 11:30 - 12:15||Lessons Learned Track: Maximizing your new community’s impact in 12 months or less|
A global leader in mobile entertainment, Jam City is the creative powerhouse behind some of the highest grossing social gaming franchises, including Cookie Jam (Facebook “Game of the Year” winner) and Harry Potter: Hogwarts Mystery. In 2017, the company launched an insight community to better understand the attributes, behaviors and preferences of its players. In less than a year, the community has yielded a tremendous amount of data, influencing decisions around game development, new product lines and in-game events.
Jam CityKaren Thomas
|Sep 14, 2018 11:30 - 12:15||Advanced Track: How Australia’s leading TV and radio distributor 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.
Southern Cross AustereoJasmine Beech
Southern Cross Austereo
|Sep 14, 2018 12:15 - 12:45||Networking break|
|Sep 14, 2018 12:45 - 13:30||Seth Godin closing keynote|
Dancing on the edge of a revolution
|Sep 14, 2018 13:30 - 13:35||Summit closing and recap|
|Sep 14, 2018 13:35 - 15:00||Lunch and Meet & Greet with Seth Godin||Seth Godin|