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Digital Pulse Summit 2013: Highlights

Digital ClarAttendeesity Group hosted the first-ever Digital Pulse Summit in Boston on October 16 – 17. Business leaders, digital marketers, customer experience champions, content marketing strategists, IT professionals, and marketing technologists came together for two days of workshops, inspirational keynotes, focused sessions and networking. Conference attendees sought a greater knowledge and understanding of the digital disruption that’s changing everything about attracting, engaging, and satisfying customers.

DCG’s team of analysts took the stage to discuss the Customer Experience Management (CEM) imperative, putting big data to work by thinking small, and the acceleration of consumer gratification (or was that zombification?).

Other highlights include:

  • Ray Velez, CTO of Razorfish discussed strategies for addressing the friction that naturally occurs when marketing, technology, and business converge.
  • Author Andrew Davis (Brandscaping: Unleashing the Power of Partnerships) described four stages of customer engagement using Domino’s Pizza as a case study.
  • In his special-guest appearance, movie director Lee Daniels threw away his presentation script and spoke warmly and movingly about storytelling and media.

Key takeaways for attendees included:

  • Effective CEM is a challenging, but worthwhile goal for today’s business leaders. It’s easy to become overwhelmed by the variety of tools and technologies that allow for greater insight into customers’ demographics, preferences and activities. But as many of the conference speakers noted, striving towards the “ultimate” customer experience will lead to increased loyalty, better service and a more engaged customer base.
  • The role of today’s customer experience professionals is being redefined by technology. As Jason Stewart of ANNUITAS pointed out, the CMO will spend more on IT than the CIO by 2017. Also, Mike Lundgren of VML noted that the next 2 billion people online will be mobile and that more people have access to smartphones than toothbrushes or toilets. These trends are giving birth to a new breed of customer experience professionals: the marketing technologist.

A special thanks to all speakers who joined us for this event and the great presentations they delivered (listed below):

  • Marketing is Commerce, Commerce is Marketing
    Ray Velez, Global Chief Technology Officer, Razorfish
  • Who’s Afraid of CEM? — A Panel Discussion
    Cathy McKnight, Partner and Principal Analyst, Digital Clarity Group; Navin Nagiah, CEO, DNN, Martin Coady, Managing Director Technology, VML
  • Why CEM Makes Governance Even More Important
    Lisa Welchman, Founding Partner, Welchman Pierpoint
  • How Top Brands Use Transmedia to Design Great Consumer Experiences — A 1-on-1 Conversation
    Loie Maxwell, Former VP Global Creative, Starbucks and Allen Bonde, Digital Clarity Group
  • COPEing Mechanisms: The Promise and Peril of “Create Once Publish Everywhere” in Practice
    Deane Barker, Business Development Director, Blend Interactive
  • Generation Game: CIO and CMO Have to Get Their Act Together
    Sonja Wraith, VP Marketing, Hippo

Special thanks also to platinum sponsor OpenText, our gold sponsors and exhibitors, and media partners for their support.

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