The Best of Innovation – Transform Your Brand Through the Binoculars of Customer Experience
Click below to view the photos from the May 28th event at Telus World of Science!
Want to elevate your brand’s consumer engagement? Then look no further. Join us on May 28 at Science World at TELUS World of Science. You’ll have the chance to interact with top agencies and innovative brands as they engage you with exciting, unique and memorable experiences.
Listen as our guest speakers share the latest in experiential innovations and advances in technology that are sure to enhance your brand’s consumer engagement.
Find out how you can better understand customer behaviour and apply it to increased profitability, how to delve deeper into customer experience and leverage it to define your brand more effectively, and the best way to create a holistic customer experience at all touchpoints of your business.
Introducing our experiential experts:
Paul Conder, Principal at Lenati LLC
Paul is a Principal at Lenati LLC, where he leads the Customer Experience Practice. He has a 20 year track record leading multidisciplinary teams, bridging the fields of experience design, interior design, product design and retail strategy. Paul has led research and design projects for many leading global brands, including Starbucks, Starwood Capital Group, Canyon Ranch, Lululemon, Telus, East West Partners, Philips Design Silicon Valley, Microsoft and Vitamin Water / 2010 Olympic Games, helping clients develop brand-driven interior architecture, products and customer experiences. Paul has been featured extensively in the international media, including Interior Design magazine, the Chicago Tribune, FOX News, CBS, TF1 (France), The Globe and Mail and CNN.
XM Topic: How Starbucks builds a better customer experience – in the cafe, on your phone, and in your car.
Summary: Paul Conder will discuss how to create a holistic customer experience in all aspects of your business; connecting creative, customer insights, analytics, measurement and testing with sales results. In an interactive and visually dynamic seminar, Paul will draw on learnings from four years of joint Starbucks/Lenati projects. He will pull back the curtain on how Starbucks approaches Customer Experience, and share actionable tactics you can employ today to build a better connection with your customers.
- How to use big data visualization techniques to find customer patterns,
- How to combine customer insights with sales and performance data to guide the design of an improved customer journey,
- Cost-effective methods of prototyping customer experience concepts,
- Predicting financial impact of a customer experience initiative.
Jen Riley, VP Marketing at YYoga
Jen has legacy creating meaningful relationships between brands and consumers. She spent eight years at EA SPORTS as a Communications Director where she managed the global communications strategy for the world’s most liked sports brand with a combined 25M+ followers across franchises like FIFA, NHL and NBA. Jen and her team were among the first to integrate communication touch points across channels and prioritize the importance of the direct-to-consumer relationship. Today, Jen is a senior executive of a YYoga – a young, vibrant company on an aggressive growth trajectory. As the VP of Marketing, Jen leads marketing efforts crossing web, customer experience, community, brand, partnerships, creative, media, digital, communications, pricing and promotions.
XM Topic: From Acquisition to Connection: Lessons Learned from the Business of Yoga.
Summary: We are in the age of engagement marketing. Brands that are successful today are the ones that are trying to deepen relationships vs acquire consumers. Offering function over fluff, and rewarding loyalty are two key ways that we can connect to our customers, incentivize desired behaviour, and enhance the bottom line.
What experiences can you add that connect your customers to you? What can you create that takes a simple transaction to something more? How can you breed loyalty and attract customers to you without forcing them?
Using YYoga as a case study, this presentation is designed to help you redefine the role of a marketer along the customer journey, and offer suggestions to help reach the destination of true loyalty.
- Strategies to create relationships vs acquiring consumers.
- Importance of function over form.
- A new way to look at the role of marketing in business today.
David Nichols, Co-founder and Executive VP of Inventa
David Nichols is a Co-founder and Executive VP of Inventa, with almost 25 years of bring brands to life for clients like; Coca-Cola, Bell, CIBC, Nintendo, Kellogg’s, Nestle, and the BC Government just to name a few. David also was the lead on Inventa’s Olympic programs from 2004 to 2010, bringing sponsorship activation to a new level never seen before in Canada.
David has been the recipient of Business in Vancouver’s Top 40 under 40 award; BDC’s BC Young Entrepreneur of the Year; and a 3 time finalist for Ernst &Young’s Entrepreneur of the Year. When David is not leading Inventa he also leads charitable initiatives as the Volunteer Chair and Co-Founder of KidSport Vancouver.
David is also an active father of two boys and somehow finds time to coach baseball, ski and cycle whenever he can.
XM Topic: The evolution of XM: from consumer package goods & services to the public sector
Summary: XM has been a key part of marketing mix for over 20 years in consumer products and services but the idea of bringing Brands to Life is now expanding with rapid speed to public sector and government organizations. There has been an obvious shift from “traditional advertising” away from Print, TV and Billboard advertising to on-line and social media but the public sector industry and NON-Consumer good companies are realizing that having an meaningful and fun interaction with the public “face to face” can help them achieve their objectives in ways they had not seen before.
David will talk about the shift of major advertising spends away from traditional advertising campaigns to more focused and intimate XM initiatives built to share a message and an experience in ways only consumer products had used in the past.
Matt Lewis, Managing Director at GMR Marketing
Motivating and inspiring people to create and deliver big ideas that impact consumers in memorable ways is Matt’s mission and promise to clients. As a lifelong student of human behaviour, he believes that positive engagements between a brand and consumer can influence a lifetime of affinity, loyalty and advocacy. Matt joined GMR in 2006 and has led some of the largest consumer engagement programs in Canada.
XM Topic: The experiential mindset
Stephanie Koonar, Assistant Chair, External Relations at the Langara School of Management, Langara College, will moderate the panel and be the event’s MC. MORE
Stephanie Koonar, Langara College
Stephanie began her career as a Product Manager in Toronto at Diageo, an international wine and spirit brand company with brands such as Baileys, Jose Cuervo tequila and Smirnoff vodka eventually moving to Vancouver as the Western Market Manager.
Stephanie then joined Lang and Associates, an experiential marketing agency as Business Development Manager working with such great clients as TELUS, Coca-Cola, Canadian Tire, BC Ferries, Science World and others to develop and execute sponsorship events.
Moving back over to “client side, Stephanie joined TELUS, as Advertising Manager and eventually moved into the role of Strategic Planner for the Residential Customer Market, with over 1.9 million customers generating over $900 million in revenue.
Stephanie left TELUS to join Farrell Market Research as Vice President and teach part-time. Currently, Stephanie is the Assistant Chair of External Relations for the Langara School of Management connecting the students to industry. As a marketing instructor she teaches: Experiential Marketing, Public Relations, Integrated Marketing Communications, Market Research, Database Marketing and others and has a keen interest in Career and Success Coaching.
A life-long AMA member and past Co-Director of Sponsorship for the BC Chapter, Stephanie is currently co-authoring an introductory Public Relations and Communications Management textbook.
Thursday, May 28, 2015
Science World at TELUS World of Science
Free For All Marketing
ACTIVATING SPONSORS (Exhibitors & Products provider)
Diageo – Smirnoff
Evo car Share
KIS consulting (Kalala Organic Wine)
Natural Cheese Pastures
New Amsterdam Vodka
Original Prema Chai Inc.