Building A World-Class Multichannel Customer Experience |
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September 21-23, 2003 New York, N.Y.
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Agenda & Speakers
September 21
September 22
September 23
8:00-9:00 a.m.
Registration/Continental Breakfast/Technology Showcase
9:00-9:20 a.m.
Forum Welcome And Setting The Stage
9:20-10:00 a.m.
Creating A World-Class Consumer Experience
- How will media and commerce merge in a digital world?
- Who is best positioned to serve digital consumers: media firms, retailers, manufacturers, or others?
- What are the best practices in contextual selling -- the blending of media commerce?
- How will consumers purchase music and entertainment in the future?
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Barry Diller |
10:00-10:45 a.m.
Understanding The Multichannel Consumer
- What is most important to the multichannel consumer? What doesn't matter?
- What does Forrester's Ultimate Consumer Panel (UCP) data reveal about consumers' purchase behaviors?
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James L. McQuivey |
10:45-11:15 a.m.
Morning Break/Technology Showcase
11:15-11:55 a.m.
Design As A Competitive Advantage
- What is the impact of technology on product and experience and design?
- When should cross-channel consumer behavior drive new product creation?
- How does virtual product design differ from physical product design?
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Tim Brown |
11:55 a.m.-12:35 p.m.
Building A Cross-Channel Brand
- What brand values should be consistent across channels? What should be different?
- How do you track customer behavior and loyalty across channels?
- What will distinguish the best brands as interactive television takes hold?
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Artie Bulgrin |
12:35-1:30 p.m.
Lunch/Sponsor Presentation by Cysive
The 5 Building Blocks for a Great Multichannel Experience
- Choice
- Consistency
- Continuity
- Coordination
- Control
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Nelson Carbonell |
1:30-2:00 p.m.
Dessert/Technology Showcase
2:00-2:40 p.m.
Investing In The Right Customer Experience
- What is necessary to create great cross-channel experiences?
- How do you create these experiences without breaking the bank?
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Paul Sonderegger |
2:40-3:20 p.m.
Monetizing The Content Experience
- How should content companies integrate on- and offline content delivery?
- What are the best ways to migrate consumers from free to paid consumers?
- When does advertising interrupt -- or enhance -- the user experience?
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L. Gordon Crovitz |
3:20-4:00 p.m.
What's Next For Amazon?
- What can consumer brands learn from Amazon.com's customer experience success?
- What online best practices can be applied to offline selling and merchandising?
- How does Amazon.com work with retail partners to ensure cross-channel success?
- What technologies and processes support a world-class customer experience?
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Mark V. Stabingas |
4:00-4:20 p.m.
Afternoon Break/Technology Showcase
4:20-5:00 p.m.
The Power Of Products
- What are the advantages of controlling product and distribution? How do these advantages lead to better customer experiences?
- What is unique about selling impulse products across channels?
- What are the best practices for developing deep customer relationships?
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Lynne Greene |
5:00-5:40 p.m.
The New Advertising Reality
- How will ad-skipping and ad-blocking technologies change advertising?
- How will consumer brands change in an age of digital media?
- What is the agency's role in creating a great customer experience?
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Keith Reinhard |
5:40-5:45 p.m.
Day One Wrap-Up
6:00-8:00 p.m.
Special Event
All attendees, speakers, and sponsors are invited to join us for dinner and cocktails at the Grand Hyatt's Manhattan Ballroom overlooking 42nd Street.
