Welcome and Opening Address

Host: J.J. McCorvey, Senior Associate Editor, Fast Company

Transforming Around your Customer

Justin Reilly, Head of Customer Experience Innovation, Verizon Fios

It’s easy to get lost when transforming your organization in the digital age. Whether the transformation is from retail to e-commerce or an overhaul of the way you have traditionally done business, your customers’ behavior will be the key driver towards an effective continuous digital journey. The coolest app, marketing campaign, or even new product is irrelevant to your organization if it does not resonate with your customer first and foremost. Therefore, when working towards lasting meaningful transformation grow with customer experience at the center of the puzzle.

Actionable Takeaways:

• Think like the customer, build for the customer
• Simplifying solutions while providing more choice
• Building an organizational culture that fosters open innovation

Socially Driven Rapid Responsiveness

When done well Social Customer Service goes well beyond resolving issues to making every process customer responsive from marketing to product design.

Actionable Takeaways:

• Selling the business value of Social Customer Service & securing executive support
• Implementing Social Customer Service structurally and culturally
• Learning from your customers the type of service they find most valuable

Using Data to Develop Team Excellence

Ashley Goodall, SVP Leadership & Team Intelligence, Cisco Systems, Inc.

Successful business transformation relies on excellent teams and their leaders who drive agility and engagement. In order to develop and maintain your talent you need to consistently analyze the elements of success and provide customized insight for continued empowerment.
Actionable Takeaways:

• Cisco’s “Best Teams Study” provides the foundation to define, develop and optimize the performance of “teams”
• Skills for engaging with teams and delivering HR support
• Using real time data to sense events in the life of a team

Break

A Live Conversation with The Pivot Advisors
Several Pivot Advisors will take center stage to answer your questions about the specifics of how they address the challenges of digital transformation.

Luis Spencer Freitas, Digital Marketing Director, Pernod Ricard
Angela Tribelli, Chief Marketing Officer, HarperCollins Publishers
Andy Jankowski, North American Managing Partner, Social Consulting, IBM
Shivika Sinha, Director, Digital Marketing, Alex & Ani
Jason Cohen, Global Technical Lead, Google
Moderated by Mike Edelhart, Managing Partner, Social Starts

Winning Buy-In for Digital Investments
Alan Wallace, Director, Corporate Communications, Afillias

As a digital leader on the frontlines of new opportunities to advance brand discovery, security and engagement it falls to you to evaluate these opportunities and sell the right ones to your senior leadership. Using the example of branded top level domains learn strategies for effectively pitching necessary transformative tactics to internal stakeholders.
Actionable Takeaways:

• Establishing the key benefits offered by a specific new approach.
• Providing a risk/benefit analysis for adopting or bypassing new technologies
• Moving from the executive yes to actually rolling out a given change.

Transforming on Purpose
By fostering a sense of purpose in your teams and individuals you build a sound foundation on which to build transformative digital initiatives.
Actionable Takeaways:

• Six-step methodology for increasing your sense of purpose
• Accessible skills for decision making and culture change
• Assessment strategies for determining future projects

Closing Remarks
Host: J.J. McCorvey, Senior Associate Editor, Fast Company