Customer Conference

 Inspiration Exploration Innovation
 October 19-20, 2017 - Boston, MA


Thursday, October 19, 2017
7:30 AM - 8:30 AM EDT

Networking Breakfast for Training Attendees

8:30 AM - 12:00 PM EDT

SOLD OUT - Pre Conference Training: Optimize Your RedPoint Data Management Proficiency: Do More with RPDM

Attend this RedPoint Data Management training program to learn about data quality: how to normalize, standardize, and validate your data. We will also cover data profiling; understand why profiling your data is important. Additionally, we will review web services integrations as well as best practices for matching customer records and automating your business. Presenters: Todd Hinton and Kris Tomes.

Show details Hide details

SOLD OUT - Pre-Conference Training: Optimize Your RedPoint Interaction Proficiency: Do More with RPI

Attend this RedPoint Interaction training program to learn about: Advanced Audiences, deduping vs. suppression levels, and how all the little options work within a block. Also, we will take a look into Webforms, Queue Listener and Dynamic Offers. Presenters: Bonnie Bradford and David Kessler.

Show details Hide details
10:00 AM - 5:30 PM EDT

Sponsor Showcase and Technical Pavilion Open

An opportunity to visit with our sponsors and have 1-to-1 meetings with RedPoint developers and subject matter experts

Show details Hide details
12:00 PM - 1:00 PM EDT
1:00 PM - 1:10 PM EDT

Welcome and Opening Remarks

1:10 PM - 1:40 PM EDT

Winning Through Superior Customer Experiences (RedPoint Global)

With the disruption being brought on by digital transformation, companies must compete by providing superior customer experiences. Learn how some marketers have turned digital disruption into business opportunities. This session will also cover key market drivers, the opportunity for brands that get it right by engaging customers in highly personalized and relevant ways, and the capabilities that are critical to competitive advantage.

Show details Hide details
1:40 PM - 2:10 PM EDT

Keynote Address: 5 Disruptions Reshaping Marketing As We Know It (Chiefmartec.com)

In the whirlwind of constant change that is modern marketing, it's easy to get overwhelmed — death by a thousand innovations. How do you develop a strategy and structure to adapt to this chaotic environment and turn it to your advantage?

This keynote presentation will distill the 5 big themes underlying many of the disruptions buffeting marketing and business to offer some strategic clarity:
1. Digital transformation redefines “marketing” beyond the marketing department.
2. Microservices & APIs form the fabric of flexible marketing infrastructure.
3. AR, MR, VR, IoT, wearables, conversational interfaces, etc. give us "digital everything" — an incredible new array of customer touchpoints.
4. Vertical competition presents a greater strategic threat than horizontal competition.
5. Artificial intelligence dramatically changes the dynamics of marketing and customer interactions — but it's ultimately all about the data.

Combined, they present you an amazing opportunity to reshape marketing — writ large — for our digital world.

Show details Hide details
2:10 PM - 2:40 PM EDT

Panel: Open Garden: Innovating Customer Engagement

Scott Brinker hosts representatives from RedPoint (Dale Renner) Keurig (Ryan Scott) and Acxiom (Dennis Self)

Show details Hide details
2:40 PM - 3:10 PM EDT

Break (Sponsor Showcase and Technical Pavilion)

3:10 PM - 3:40 PM EDT

Session I1: Customer Engagement Hub Best Practices in Achieving Results (RedPoint Global)

John Nash Inspiration

Optimizing Customer Engagement requires a number of best practices to work in concert, and in ways that reduce the friction and fragmentation associated with customer experiences. Learn how leaders are applying RedPoint solutions to gain a deeper understanding of their customers, and leveraging that understanding to orchestrate engagement across the enterprise. This session will cover a number of best practices including identity resolution, dynamic customer journeys, advanced analytics to automate recommendations, real-time decisions, optimization, and cross-channel orchestration.

Show details Hide details

Session E1: Monro’s Customer Journey improves with RPI and Data Automation

Scott Singer Exploration

Understanding customer experience and the customer journey over time is more important today than ever. Customers now interact with firms through myriad touch points in multiple channels and media like never before, and customer experiences are much more demanding. These changes require companies to integrate multiple business functions in creating and delivering positive customer experiences through Data Automation. In this session, the direction is to develop a stronger understanding of customer experience and the customer journey in this era of increasingly complex customer behavior using the RedPoint Interaction and RedPoint Data Management platform. To achieve this goal, we will share how Monro leverages RedPoint software to consume our customer data from our retail locations and performs matching, integration, and master key management. The RedPoint platform then gives us the ability to implement our segmentation strategy along with third-party data to enhance marketing campaigns and deliver better communication across all marketing channels. Finally, we leverage technology infrastructure that we have developed and integrated with RedPoint in order to share data in near-real time between our environments. This allows our company to deliver a more 1-to-1 relevant message and right timing promise to the consumer.

Show details Hide details
3:45 PM - 4:15 PM EDT

Session I2:  Build Customer Conversations (NOT Impressions): A Keurig Green Mountain Digital Success Story (Keurig)

Ryan Scott Inspiration

In this session, Ryan discusses customer engagement from pre- to post-purchase, using contextual email and real-time engagement on Keurig Green Mountain's website and beyond.
You will learn:
• the keys to success: connecting data, leveraging analytics to generate insights and orchestrating channels and offers to maximize brand experiences.
• three pillars of real-time marketing opportunities.
• how Keurig Green Mountain addresses real-time marketing challenges with the help of modern marketing technology from a variety of vendors.

Show details Hide details

Session E2: RedPoint Real-Time Decisions: The Art of the Possible (RedPoint Global)

Vin DelGuercio Exploration

Looking to integrate your outbound and inbound communications? Want to make the most of customer-initiated touchpoints? RedPoint Real-Time can help. This session will cover:
• What is real-time decisioning?
• How can real-time decisioning be used to support web personalization, call center interactions and other synchronous communications
• Real-time decision tracking and reporting
• Integration with the rest of the RedPoint platform and external systems
• How to get started with real-time decisioning

Show details Hide details
4:20 PM - 4:50 PM EDT

Session I3: Intelligent Orchestration (RedPoint Global)

Buck Webb Inspiration

Session E3: In-line Analytics and Machine Learning (RedPoint Global)

Bill Porto Exploration

Thinking about what machine learning and how it can improve your predictive capabilities? In this session you will learn how to actually apply RedPoint’s machine learning tools to predict, segment, and generate product recommendations for your customer base. Learn what works, data requirements, basic “do’s and don’ts”, and how you can make machine learning work for you. A (post-session) breakout meeting will provide more time for hands-on demos and Q/A with machine learning experts.

Show details Hide details
4:50 PM - 5:30 PM EDT

Sponsor Showcase and Tech Pavilion

6:00 PM - 10:00 PM EDT

Conference Networking Reception

Join conference attendees and your RedPoint team for a special evening event.

Show details Hide details
Friday, October 20, 2017
8:00 AM - 9:00 AM EDT

Breakfast (Sponsor Roundtables)

9:00 AM - 9:05 AM EDT
9:05 AM - 10:15 AM EDT

RedPoint Roadmap: What's New and What's Coming Soon (RedPoint Global)

RedPoint is constantly evolving to anticipate our customers’ needs. The RedPoint Customer Engagement Hub combines the power of connected data, in-line analytics, and intelligent orchestration to optimize customer engagement. Join us to discover the latest and greatest product innovations from RedPoint and learn about:
• Key trends in customer engagement and data management that inspired innovations
• Recently added features and capabilities
• Future innovative use cases and integrations

Show details Hide details
10:15 AM - 12:15 PM EDT

Sponsor Showcase and Technical Pavilion Open

An opportunity to visit with our sponsors and have 1-to-1 meetings with RedPoint developers and subject matter experts

Show details Hide details
10:25 AM - 10:55 AM EDT

Session I4: Sponsor session: Maximizing Big Data ROI: Winning Big by Thinking Small (PossibleNow)

Eric V. Holtzclaw Inspiration

For many companies, Big Data is the driving force in an attempt to create a personalized experience for their customers. They use the information collected via websites, surveys and third party sources to drive the content suggested in advertising, displayed in digital experiences and to inform e-mail marketing campaigns.

But the true ROI for Big Data is to think small.

Instead of focusing on collecting everything about customers, successful companies have learned how to think about the individual and give them a voice in the experience. Providing customers the opportunity to share their preferences not only eliminates guess work, but also helps you maintain the legal right to contact them.

Show details Hide details

Session E4:  Digital Transformation: Hyper-personalization...are you ready? (RedPoint Global)

Dennis DeGregor Exploration

Consumers are now in control - in control of the relationship with your Brand. The explosion of mobile devices, social networks and Big Data represents the largest opportunity in history for direct-to-consumer marketers, but the hype surrounding Big Data has outpaced marketing's ability to harness the power of this unprecedented tidal wave. To monetize the promise of Big Data, your customer data must be organized, analyzed and leveraged at the customer touchpoints to enable new, ever-evolving and innovative business models that differentiate you from your competitors. Hyper-personalized content is at the core of the customer journey expected by Millenials and Generation X in today's world, where time is the new currency.

This session is a dynamic, fast-paced look at how the world's leading brands are distancing themselves from competitors by leveraging their most valuable corporate asset...customer data.

Show details Hide details
10:55 AM - 11:15 AM EDT

Break (Sponsor Showcase and Technical Pavilion)

11:15 AM - 11:45 AM EDT

Session I5: Driving results from your Data Warehouse (WGBH)

Pam Driscoll Tim McCleary Inspiration

WGBH uses RedPoint as our central platform to support our multi-channel marketing efforts and to convert/integrated new clients into our public media fundraising platform. In today’s session, we will cover our data architecture with our operational systems, how we have adopted RedPoint as our ETL platform and provides examples of how we leverage RedPoint to automate our gift processing from our fundraising partners.

Key take-aways – Apply RedPoint features to validate and standardize our data hygiene, identity matching of new gifts to preexisting accounts and leveraging automation to increase operational efficiency.

Show details Hide details

Session E5: What is CDP and CDP-as-a-Service  (RedPoint Global)

Buck Webb Exploration

The Customer Data Platform (CDP) is now widely discussed as a marketing must-have, finally. In this session, we’ll discuss the RedPoint CDP and how we continue to lead the market with CDP technology that is key to personalizing customer engagement, driving dynamic and real-time customer journeys, and powering advanced analytics and machine learning. We’ll also give you a preview of functionality and enhancements that deliver rapid time to value for marketing teams.

Show details Hide details
11:50 AM - 12:20 PM EDT

Session I6: Trigger Concepts, Know your Guest and Your Own Expectations (Xanterra Parks and Resorts)

Michael Johnston Inspiration

In this presentation we take a step back from the nuts and bolts of creating triggers in RedPoint Integration and conceptualize different events in a customer’s interaction with your Brand. The alignment of operations and marketing to a centralized message will allow for automation and customer satisfaction. After building and rebuilding triggers time and time again for the hospitality industry, it is the initial planning that will make something last.

Show details Hide details

Session E6: RedPoint MDM: What You Need to Know (RedPoint Global)

Todd Hinton Steve Zisk Exploration

RedPoint has added Master Data Management capabilities to work in concert with RedPoint Data Management. In this session, you will learn about RedPoint MDM, including:
• What’s the role of MDM in a Customer Data Platform?
• What are the components of RedPoint MDM?
• How does RedPoint MDM work with RedPoint Data Management and with RedPoint Interactions?
• What are the roles, use cases, and workflows in RedPoint MDM?
• How is RedPoint MDM different from other MDM software?

Show details Hide details
12:20 PM - 1:15 PM EDT

Lunch (Birds of a feather roundtable)

1:15 PM - 2:15 PM EDT

Closing Keynote:  RedPoint Overall Technology Vision and Roadmap  (RedPoint Global)

7:30 AM - 8:30 AM EDT

Networking Breakfast for Training Attendees

8:30 AM - 12:00 PM EDT

SOLD OUT - Pre Conference Training: Optimize Your RedPoint Data Management Proficiency: Do More with RPDM

Attend this RedPoint Data Management training program to learn about data quality: how to normalize, standardize, and validate your data. We will also cover data profiling; understand why profiling your data is important. Additionally, we will review web services integrations as well as best practices for matching customer records and automating your business. Presenters: Todd Hinton and Kris Tomes.

Show details Hide details

SOLD OUT - Pre-Conference Training: Optimize Your RedPoint Interaction Proficiency: Do More with RPI

Attend this RedPoint Interaction training program to learn about: Advanced Audiences, deduping vs. suppression levels, and how all the little options work within a block. Also, we will take a look into Webforms, Queue Listener and Dynamic Offers. Presenters: Bonnie Bradford and David Kessler.

Show details Hide details
10:00 AM - 5:30 PM EDT

Sponsor Showcase and Technical Pavilion Open

An opportunity to visit with our sponsors and have 1-to-1 meetings with RedPoint developers and subject matter experts

Show details Hide details
12:00 PM - 1:00 PM EDT
1:00 PM - 1:10 PM EDT

Welcome and Opening Remarks

1:10 PM - 1:40 PM EDT

Winning Through Superior Customer Experiences (RedPoint Global)

With the disruption being brought on by digital transformation, companies must compete by providing superior customer experiences. Learn how some marketers have turned digital disruption into business opportunities. This session will also cover key market drivers, the opportunity for brands that get it right by engaging customers in highly personalized and relevant ways, and the capabilities that are critical to competitive advantage.

Show details Hide details
1:40 PM - 2:10 PM EDT

Keynote Address: 5 Disruptions Reshaping Marketing As We Know It (Chiefmartec.com)

In the whirlwind of constant change that is modern marketing, it's easy to get overwhelmed — death by a thousand innovations. How do you develop a strategy and structure to adapt to this chaotic environment and turn it to your advantage?

This keynote presentation will distill the 5 big themes underlying many of the disruptions buffeting marketing and business to offer some strategic clarity:
1. Digital transformation redefines “marketing” beyond the marketing department.
2. Microservices & APIs form the fabric of flexible marketing infrastructure.
3. AR, MR, VR, IoT, wearables, conversational interfaces, etc. give us "digital everything" — an incredible new array of customer touchpoints.
4. Vertical competition presents a greater strategic threat than horizontal competition.
5. Artificial intelligence dramatically changes the dynamics of marketing and customer interactions — but it's ultimately all about the data.

Combined, they present you an amazing opportunity to reshape marketing — writ large — for our digital world.

Show details Hide details
2:10 PM - 2:40 PM EDT

Panel: Open Garden: Innovating Customer Engagement

Scott Brinker hosts representatives from RedPoint (Dale Renner) Keurig (Ryan Scott) and Acxiom (Dennis Self)

Show details Hide details
2:40 PM - 3:10 PM EDT

Break (Sponsor Showcase and Technical Pavilion)

3:10 PM - 3:40 PM EDT

Session I1: Customer Engagement Hub Best Practices in Achieving Results (RedPoint Global)

John Nash Inspiration

Optimizing Customer Engagement requires a number of best practices to work in concert, and in ways that reduce the friction and fragmentation associated with customer experiences. Learn how leaders are applying RedPoint solutions to gain a deeper understanding of their customers, and leveraging that understanding to orchestrate engagement across the enterprise. This session will cover a number of best practices including identity resolution, dynamic customer journeys, advanced analytics to automate recommendations, real-time decisions, optimization, and cross-channel orchestration.

Show details Hide details

Session E1: Monro’s Customer Journey improves with RPI and Data Automation

Scott Singer Exploration

Understanding customer experience and the customer journey over time is more important today than ever. Customers now interact with firms through myriad touch points in multiple channels and media like never before, and customer experiences are much more demanding. These changes require companies to integrate multiple business functions in creating and delivering positive customer experiences through Data Automation. In this session, the direction is to develop a stronger understanding of customer experience and the customer journey in this era of increasingly complex customer behavior using the RedPoint Interaction and RedPoint Data Management platform. To achieve this goal, we will share how Monro leverages RedPoint software to consume our customer data from our retail locations and performs matching, integration, and master key management. The RedPoint platform then gives us the ability to implement our segmentation strategy along with third-party data to enhance marketing campaigns and deliver better communication across all marketing channels. Finally, we leverage technology infrastructure that we have developed and integrated with RedPoint in order to share data in near-real time between our environments. This allows our company to deliver a more 1-to-1 relevant message and right timing promise to the consumer.

Show details Hide details
3:45 PM - 4:15 PM EDT

Session I2:  Build Customer Conversations (NOT Impressions): A Keurig Green Mountain Digital Success Story (Keurig)

Ryan Scott Inspiration

In this session, Ryan discusses customer engagement from pre- to post-purchase, using contextual email and real-time engagement on Keurig Green Mountain's website and beyond.
You will learn:
• the keys to success: connecting data, leveraging analytics to generate insights and orchestrating channels and offers to maximize brand experiences.
• three pillars of real-time marketing opportunities.
• how Keurig Green Mountain addresses real-time marketing challenges with the help of modern marketing technology from a variety of vendors.

Show details Hide details

Session E2: RedPoint Real-Time Decisions: The Art of the Possible (RedPoint Global)

Vin DelGuercio Exploration

Looking to integrate your outbound and inbound communications? Want to make the most of customer-initiated touchpoints? RedPoint Real-Time can help. This session will cover:
• What is real-time decisioning?
• How can real-time decisioning be used to support web personalization, call center interactions and other synchronous communications
• Real-time decision tracking and reporting
• Integration with the rest of the RedPoint platform and external systems
• How to get started with real-time decisioning

Show details Hide details
4:20 PM - 4:50 PM EDT

Session I3: Intelligent Orchestration (RedPoint Global)

Buck Webb Inspiration

Session E3: In-line Analytics and Machine Learning (RedPoint Global)

Bill Porto Exploration

Thinking about what machine learning and how it can improve your predictive capabilities? In this session you will learn how to actually apply RedPoint’s machine learning tools to predict, segment, and generate product recommendations for your customer base. Learn what works, data requirements, basic “do’s and don’ts”, and how you can make machine learning work for you. A (post-session) breakout meeting will provide more time for hands-on demos and Q/A with machine learning experts.

Show details Hide details
4:50 PM - 5:30 PM EDT

Sponsor Showcase and Tech Pavilion

6:00 PM - 10:00 PM EDT

Conference Networking Reception

Join conference attendees and your RedPoint team for a special evening event.

Show details Hide details
8:00 AM - 9:00 AM EDT

Breakfast (Sponsor Roundtables)

9:00 AM - 9:05 AM EDT
9:05 AM - 10:15 AM EDT

RedPoint Roadmap: What's New and What's Coming Soon (RedPoint Global)

RedPoint is constantly evolving to anticipate our customers’ needs. The RedPoint Customer Engagement Hub combines the power of connected data, in-line analytics, and intelligent orchestration to optimize customer engagement. Join us to discover the latest and greatest product innovations from RedPoint and learn about:
• Key trends in customer engagement and data management that inspired innovations
• Recently added features and capabilities
• Future innovative use cases and integrations

Show details Hide details
10:15 AM - 12:15 PM EDT

Sponsor Showcase and Technical Pavilion Open

An opportunity to visit with our sponsors and have 1-to-1 meetings with RedPoint developers and subject matter experts

Show details Hide details
10:25 AM - 10:55 AM EDT

Session I4: Sponsor session: Maximizing Big Data ROI: Winning Big by Thinking Small (PossibleNow)

Eric V. Holtzclaw Inspiration

For many companies, Big Data is the driving force in an attempt to create a personalized experience for their customers. They use the information collected via websites, surveys and third party sources to drive the content suggested in advertising, displayed in digital experiences and to inform e-mail marketing campaigns.

But the true ROI for Big Data is to think small.

Instead of focusing on collecting everything about customers, successful companies have learned how to think about the individual and give them a voice in the experience. Providing customers the opportunity to share their preferences not only eliminates guess work, but also helps you maintain the legal right to contact them.

Show details Hide details

Session E4:  Digital Transformation: Hyper-personalization...are you ready? (RedPoint Global)

Dennis DeGregor Exploration

Consumers are now in control - in control of the relationship with your Brand. The explosion of mobile devices, social networks and Big Data represents the largest opportunity in history for direct-to-consumer marketers, but the hype surrounding Big Data has outpaced marketing's ability to harness the power of this unprecedented tidal wave. To monetize the promise of Big Data, your customer data must be organized, analyzed and leveraged at the customer touchpoints to enable new, ever-evolving and innovative business models that differentiate you from your competitors. Hyper-personalized content is at the core of the customer journey expected by Millenials and Generation X in today's world, where time is the new currency.

This session is a dynamic, fast-paced look at how the world's leading brands are distancing themselves from competitors by leveraging their most valuable corporate asset...customer data.

Show details Hide details
10:55 AM - 11:15 AM EDT

Break (Sponsor Showcase and Technical Pavilion)

11:15 AM - 11:45 AM EDT

Session I5: Driving results from your Data Warehouse (WGBH)

Pam Driscoll Tim McCleary Inspiration

WGBH uses RedPoint as our central platform to support our multi-channel marketing efforts and to convert/integrated new clients into our public media fundraising platform. In today’s session, we will cover our data architecture with our operational systems, how we have adopted RedPoint as our ETL platform and provides examples of how we leverage RedPoint to automate our gift processing from our fundraising partners.

Key take-aways – Apply RedPoint features to validate and standardize our data hygiene, identity matching of new gifts to preexisting accounts and leveraging automation to increase operational efficiency.

Show details Hide details

Session E5: What is CDP and CDP-as-a-Service  (RedPoint Global)

Buck Webb Exploration

The Customer Data Platform (CDP) is now widely discussed as a marketing must-have, finally. In this session, we’ll discuss the RedPoint CDP and how we continue to lead the market with CDP technology that is key to personalizing customer engagement, driving dynamic and real-time customer journeys, and powering advanced analytics and machine learning. We’ll also give you a preview of functionality and enhancements that deliver rapid time to value for marketing teams.

Show details Hide details
11:50 AM - 12:20 PM EDT

Session I6: Trigger Concepts, Know your Guest and Your Own Expectations (Xanterra Parks and Resorts)

Michael Johnston Inspiration

In this presentation we take a step back from the nuts and bolts of creating triggers in RedPoint Integration and conceptualize different events in a customer’s interaction with your Brand. The alignment of operations and marketing to a centralized message will allow for automation and customer satisfaction. After building and rebuilding triggers time and time again for the hospitality industry, it is the initial planning that will make something last.

Show details Hide details

Session E6: RedPoint MDM: What You Need to Know (RedPoint Global)

Todd Hinton Steve Zisk Exploration

RedPoint has added Master Data Management capabilities to work in concert with RedPoint Data Management. In this session, you will learn about RedPoint MDM, including:
• What’s the role of MDM in a Customer Data Platform?
• What are the components of RedPoint MDM?
• How does RedPoint MDM work with RedPoint Data Management and with RedPoint Interactions?
• What are the roles, use cases, and workflows in RedPoint MDM?
• How is RedPoint MDM different from other MDM software?

Show details Hide details
12:20 PM - 1:15 PM EDT

Lunch (Birds of a feather roundtable)

1:15 PM - 2:15 PM EDT

Closing Keynote:  RedPoint Overall Technology Vision and Roadmap  (RedPoint Global)