Tickets for the 2018 event on July 18 are now on sale! Learn more.
The Customer Love Summit is a one-day, action-packed summit for leaders in mobile customer experience who care about voice of the customer and want to learn how the best of the best leverage customer insights throughout their organization.
Buffalo Wild Wings has always used in-restaurant experience as one of our main tools to drive satisfaction and loyalty. If something isn’t perfect, we fix it on the spot. The B-Dubs digital teams are bringing that same philosophy to our digital guest experiences, driving a new kind of restaurant experience in the digital world. This presentation will share some of the experiences we are focusing on and the tools that are helping us turn customer’s passion into meaningful change.
Brooks Goldade, VP of Digital Experience & Innovation at Buffalo Wild Wings
The mobile channel is a brand's biggest asset in understanding and delivering the personalized experiences today’s consumers have come to expect. Using real-life examples, Terri Monroe-Gordillo will share how G6 Hospitality uses mobile to build unique guest profiles to provide ultra-personalized experiences and earn customer loyalty. She’ll teach you how to do the same at your company by walking you through the 5W’s of building customer profiles, how to identify where your gaps are, and how to fill them to up-level your entire customer experience.
Terri Monroe-Gordillo, Director of Quality & Brand Experience at G6 Hospitality
Marketing an app is a complex task; you must acquire customers, keep them engaged, understand their lifecycles, maintain healthy retention rates, measure the success of your app, and more. Luckily, there are a ton of tools and resources available to optimize your efforts. But how do you know which tools to use? In her talk, Nikisha Reyes-Grange will share how to create the ideal marketing tool mix to track, measure, and interact with customers at every stage in their journey with your app. She’ll also cover the essential tools app marketers and product managers can use to drive the success of their app.
Nikisha Reyes-Grange, Principal Strategist at akaNRG
Nordstrom and Starbucks are the gold standard for building exceptional customer experiences that transcend digital and in-store. We sit down with their Directors of Engineering to get the inside scoop on how they decide what to build next to stay cutting edge, how they successfully roll out new features globally, how they provide their world-famous customer service across channels, and how they use mobile to foster customer loyalty. They’ll wrap up by sharing advice to companies who are early in their mobile innovation journey on how to do things right the first time.
Ryan Bruels, Director of Engineering at Starbucks
Jeff Raffo, Director of Engineering at Nordstrom
Emily Carrion, Head of Marketing at Apptentive (Moderator)
Great customer experience starts with great frontline employees. At times those great experiences happen in spite of the tools available to employees, not because of the tools available to them. Enterprise products are often lacking in quality, satisfaction, and ease of use compared to consumer facing apps. In this talk Francis Brown explores the question: Why is it so hard to have good internal products? He'll explain how Alaska Airlines is using design-thinking, agile development, and open dialogue between users and product people to create apps that employees love.
Francis Brown, Product Development Manager at Alaska Airlines
It’s one thing when you have a product that’s inherently “delightful”, and you have the luxury of prioritizing user experience over all else, but what do you do when you have a product that is so burdened with user-antagonistic requirements that it’s downright unloveable? Is there any hope? Tony Zito from Freeform (Disney ABC Television Group) will describe the challenges they have faced as a TV network app in a Netflix world, and the steps they have taken to mitigate those issues and earn their customer’s love, against all odds.
Tony Zito, VP of Digital Product & Programming at The Walt Disney Company
Following the final talk at the Customer Love Summit, we’re throwing our biggest Appy Hour of the year. Unwind after a fulfilling day of knowledge-sharing by hanging out with the Apptentive crew, the speakers, and your peers surrounded by one of the best views in the city from The Columbia Tower Club. There will be plenty of beer and wine, delicious food, fun swag, conversation, laughs, and a few surprises!
All tickets are transferrable. Email customer-summit@apptentive.com to transfer your ticket to a colleague. Full refunds are offered through June 9th, whereafter no refunds will be offered.
