2017 Summit on Customer Engagement

Redwood City CA

Mar 6 - 8, 2017

The Summit on Customer Engagement is the longest-running, most respected educational conference in the world on customer advocacy and engagement programs. We’re about learning. We’re vendor neutral.

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Bev Barnett

Senior Customer Marketing Manager, Centrify Corporation

Bio: Strategic marketing professional, currently building customer marketing at Centrify Corp. I work with great customers every day, telling the stories of how they protect their organizations against cyber threats. Highlights • 20+ years in high tech marketing, communications, public relations and customer marketing • Focused on the enterprise networking and security markets • Social media early adopter with a firm understanding of the new paradigm • Customer marketing and reference management professional with proven track record of building customer advocacy and servicing internal marketing, PR and sales needs with relevant content I’ve successfully balanced my high tech marketing life with a creative career as a singer-songwriter, with three CDs available on iTunes. I co-founded and run a music nonprofit that presents concerts in San Jose, California and in my spare time I sculpt, and make bracelets out of recycled guitar strings. Strengths • Listening – I listen critically to uncover and apply messaging opportunities • Collaboration – I do my best work in a team of like-minded professionals • Dedication – I don’t drop the ball • Excellence – I have to be proud of the work I produce

Bill Lee

Founder, Center for Customer Engagement

Bio: I help companies create successful, emotionally engaged customers who are eager to tell their stories to your market in a way that attracts buyers and dramatically increases revenue. My organization, The Center for Customer Engagement, has more research, case studies and client experience on customer advocacy and engagement than anyone in the world. My annual Summit on Customer Engagement, held yearly in Silicon Valley, is the longest running and most respected conference on customer advocacy and engagement in the world. I have spoken to audiences ranging from the International Advertising Association, the Business Marketing Association, the American Marketing Association, Forrester Research, the Net Promoter Annual Conference, the Veritas Presidents’ Forum, the Marketing Executives Networking Group (MENG), the Social Media Club and others. I have built a community of top-tier corporations around these concepts such as Microsoft, Amazon Web Services, Salesforce.com, CA Technologies, Citrix, 3M, LinkedIn, and HubSpot to name a few. Get insight that will help you keep your customers and use their stories to grow your business: http://centerforcustomerengagement.com/blog-2/blog/ Want to connect further? Follow me on Twitter: http://www.twitter.com/bill_lee

Brian Vail

Vice President of Marketing, RO Innovation

Bio: Understanding what resonates with customers is the cornerstone of effective marketing. As a marketing leader, I have integrated this value proposition successfully into clearly defined B2B marketing and communication strategies on a global level. I believe in order to drive sales revenue, measuring results alone is not enough. Unveiling exactly what these results mean and leveraging this knowledge to reposition an aligned message, across multi-channels is key. The implementation of my marketing vision and strategies have consistently increased revenues for corporations, customers and product lines. Prior to my current role as EVP, Marketing at Miller Heiman, an MHI Global company, I spent over 10 years in the office products industry building marketing strategies for mid to large enterprises. My career began on the agency side working with brands such as Coors, Bolle, AT&T, Charter Communications and Dean Foods. I have developed, planned and directed strategic functions in both marketing and sales environments, product launch campaigns, product development, marketing research, and thanks to my tenure working with telecommunications brands, I was able to, early on, see the value of the digital landscape--a value I use executing practically all digital strategies. Baseball can be attributed to my development as a team player. My love for the game continued through high school and college where I was a member of the University of Denver and now I participate on a national men’s adult baseball league. I have been active with my alma mater hosting potential University of Denver students for tours of the campus. Spending as much time with my wife and two children as possible is always on the agenda, skiing, mountain biking and hiking. Happily, the kids all love baseball.

Cesar Castro

Community Cloud Sr. Director of Adoption & Engagement, Salesforce

Bio: I'm part of the Salesforce Community Cloud Team where I work on Best Practices for Communities, outreach to Community Management organizations, developing our Community Cloud Accelerators, and sales support. Prior to joining Salesforce I worked at Lithium Technologies. In addition, I have worked in Silicon Valley and Boston in the internet and software space, having spent 5 years at InnoCentive (2001-2006) and 7 years in business and strategy consulting (2006-2013). I have also organized several TEDx events and am an adjunct professor at the University of San Francisco Business School, where I lecture on crowdsourcing and innovation strategies for product and process innovation.

Cindy Valladares

Director, Corporate Communications, Tripwire, Inc.

Bio: A passionate marketing professional and a strong advocate of connecting marketing strategies to business goals. I am a strategic leader with a deep understanding of marketing. I set high standards for myself and my team and are comfortable working with all levels in an organization. My innate genuine curiosity and constant desire to learn has allowed me to demonstrate in-depth understand of the logic behind an organization's strategies and the implications for various business units, in particularly marketing. I am a visionary as well as a pragmatic leader who is able to identify clear and effective plans with appropriate, specific and well-sequenced action steps that are required to accomplish team goals in support of business mission. Throughout my career I have also built support for ideas and programs that have turned into unique differentiators with strategic impact for the organization. I excel at both written and oral communications and promote my positions with a logical and integrated fashion with confidence, poised and insightful manner. I'm also a contributing author at The State of Security http://www.tripwire.com/state-of-security/contributors/cindy-valladares/ Specialties: Product Marketing, Corporate Communications, Marketing Communications, Brand Awareness, Messaging/Positioning, Content Marketing, Social Media, Analyst Relations, Product Launch, Go to Market Strategies, Planning and Execution, Global Perspective

Craig Legrande

Co-Founder, Mainstay Company

Bio: As the founder and managing director of Mainstay, I have successfully built a multi-million dollar SaaS and management consulting firm. Creating a great team, our company has developed a unique capability to help our clients generate customer success. We support 9 of the top 10 high tech companies in their efforts to prove the value of their solutions, develop solid CxO relationships and ensure ROI to their customers. Having spent over 20 years in the high tech industry with industry leaders such as IBM, Accenture, and Cisco Systems, I have been fortunate to learn from leading executives driving sales, marketing and product development at these great companies. After receiving an MBA from the Tuck School of Management my career focused on supporting corporate strategy efforts for large companies, quantifying the business impact of capital investments for Board/CxO review, allowing them to make timely and knowledgeable decisions. My experiences in the strategy group at Accenture and the IBSG group at Cisco provided tremendous opportunities to evaluate the strategic and financial impact for many well known global enterprises. These learnings and relationships have been essential to building a successful business at Mainstay. I hope to continue to build my reputation as a valued resource to our client and deliver leading ideas to the best management teams. Specialties: IT Strategy; Evidence Marketing Solutions; Sales Enablement; Corporate Strategy & Planning

Donna Danis

Vice President, Strategy Consulting, Demand Spring

Bio: I am a senior demand generation strategist and practitioner with more than 20 years of experience in B2B marketing on both the client and consulting side. I am currently thrilled to be a part of Demand Spring, a demand generation consultancy that helps marketing organizations improve their ability to build and progress sales pipeline. Demand Spring helps B2B organizations build and execute strategic demand generation plans and develop great content marketing assets, such as guides, whitepapers, demos, and videos. I have held marketing leadership roles at IBM, Cognos, and Avid Technology, the pioneer in digital audio and video production. As the owner of Just In Time Marketing, I consulted with a broad range of companies, from start-ups to larger high-tech organizations, in the Boston area providing both individual program management and complete go-to-marketing planning. Specialties: Demand Generation, Marketing Strategy, Multi-Channel Marketing,Content Creation

Eileen Dippolito

Director, Community & Customer Marketing, Citrix

Bio: Manage global team and coordinated initiatives for sales and marketing references, strategic customer programs, and development and leverage of customer content. Recruit a strong base of customer advocates that amplify efforts to market and sell Citrix solutions, with the goal of increased customer engagement to build mutually-beneficial relationships. Develop strategies & programs to meet global business requirements, define metrics, and work cross-functionally across various internal teams to standardize and streamline customer engagement and leverage, including Product Marketing; GEO Sales and Marketing; Public & Analyst Relations; Sales & Services and the Citrix Executive Team. Interacts with customers, channel and business partners, analysts and media, and various contractors and vendors.

Erin Stites

Consumer Market Research Manager, LinkedIn

Bio: Passionate about uncovering insights and providing strategic, actionable solutions to help companies/brands achieve their business goals and objectives.

Genevieve Guerette

Director Customer Marketing, App Annie

Bio: • Possess the management skills to effectively and consistently lead and motivate staff, while successfully completing over 1,000 qualitative and quantitative market research projects • Eloquent and professional communication skills developed from years of building solid client and vendor relationships keeping a positive morale and outlook during even the most turbulent situations • Expertise in presenting research and data results to executive staff and providing clear, concise reporting to support those findings • Detail-oriented with strong analytical skills and adapts quickly to any given working environment • Ability to take on many tasks at once and can overcome the pressures of deadlines through strict time management and organization Specialties: Expert in: Microsoft Windows & Office (Word, Excel, Powerpoint, Outlook & Access), Mac OS X, iOS, database maintenance (ACT!, Temps+, 4D), Survey Monkey, WebEx, Google Docs & Google Calendar

Helen Feber

Managing Partner, Referential, Inc

Bio: My company, Referential, Inc., has offered a full-service portfolio of customer advocacy and reference-related services to the high-tech industry for over 20+ profitable years. We manage programs, and program components, for companies that want to identify and leverage their own most outspoken and favorable clients. We assist in creating a motivated group of accounts that are enthusiastic to help in any situation where the voice of an objective third-party can make a powerful difference, such as taking calls from prospective clients, talking with press or industry analysts, speaking at trade shows, or providing input to product management teams. We design, implement, manage and staff reference programs, as well as provide a full suite of additional reference-related offerings, such as writing case studies, success stories, and white-papers. We provide clients with video production capabilities, and have a great reputation for our metrics and data manipulation services.

Ian Levine

Chief Sales Officer, RO Innovation

Bio: Currently focused on helping companies better execute growth strategies by incorporating the Voice of the Customer (VOC) into their Content, Sales Enablement,and Customer Success strategies. Enabling a Peer to Peer (P2P) Selling approach increases sales funnel opportunity, velocity & close rates. 2016 Purchasing-studies by Gartner, Hubspot, IDC and Sirius validate the growing importance of this approach. Companies need to align their G2M strategies with this significant buying process shift. P2P Selling processes and technology activates your Customers to drive Sales. I have presented on a variety of Sales & Marketing topics for numerous organizations including: Sales Management Assoc. ◘ The Conference Board ◘ IDC Sales & Marketing ◘ Financial Executive Institute ◘ Strategic Account Management Assoc. ◘ APMP ◘ NIRI ◘ Sales Leadership Council ◘ Customer Marketing Radio ◘ Sand Hill Named in 2016 Chief Sales Officer Insights Sales Management Optimization study as an early visionary and champion of "Sales Effectiveness". Extensive experience building, leading and transforming all aspects of teams focused on growth. Results have included 3x,10x and even 35x sales growth. Also have led transformation initiatives that increased market share and dramatically improved booking to expense ratios. Team size has varied widely, from small & focused units to larger teams with over 500 people. The first 50 Quarters of my career were direct quota carrying sales. Sales is my passion, but experiences also include running Marketing, Sales Ops, Product Development, Customer Service and Account Management. My teams have received recognition and awards for applying technology or innovating new approaches to drive revenue. This includes, multiple times, voted a Top 10 best company to sell for in North America. Love helping companies think through their Go-to-Market Strategy or Sales and Marketing Technology Stacks.

Irwin Hipsman

Director, Customer Advocacy, Crimson Hexagon

Bio: The future belongs to companies that cultivate, mobilize and recognize their advocates. My mission is to create advocacy programs that enhance a customers use of the platform and helps individuals raise their internal and external profile.

Lauren Locke-Paddon

Director of Customer Success, SurveyMonkey

Bio: Talented executive with a proven record of building business processes and scaling teams at high-growth organizations. Focused on execution, building strong relationships with customers and colleagues, and creative marketing and communications. Lauren really enjoys problem-solving and finding creative, actionable solutions with customers and partners. Approaches life professionally and otherwise with a spirit of adventure and fun, whether it solving new challenges for a growing business or learning how to whitewater kayak. Specialties: B2B Marketing, Demand Generation Programs, Leadership, Account Management

Lisa Hanna

Group Manager, Customer Programs, Adobe

Bio: Seasoned customer marketing professional with the ability to deliver customer - facing programs that drive customer loyalty, revenue, retention and lasting relationships. ♣ Skilled customer relationship and cross-functional program strategist ♣ High emotional quotient that positively contributes to deep and loyal relationships with colleagues and customers alike ♣ Proven ability to develop net new and completely reimagine existing programs ♣ Consensus builder capable of working across diverse teams and geographies with success ♣ Dynamic leader with the vision to affect change at all levels ♣ Seasoned and effective business communicator in all mediums, particularly presentations Specialties: strategic customer facing program creation and delivery, customer relationship development, project and budget management, environmental branding, public relations, communications, staffing, presentation delivery, metrics, and cross team / department collaboration. Qualities: Genuine, Articulate, Results-oriented, Optimistic, Thorough, Collaborative, Self-starter, Positive

Maria Jiang

Head of Customer Programs, Zendesk

Bio: As a high-tech marketer, I've helped companies differentiate themselves against competition, win in the market, and create sticky customers. My recent projects include driving strategic visioning and planning for marketing executives; developing competitive analysis and delivering customer and market insights; and launching innovative marketing programs to drive awareness, trial, and long-term customer retention. I'm experienced in leading cross functional teams, delivering executive-level presentations to senior leaders, and simplifying complex concepts. My specialties include: customer experience, customer advocacy/reference management, customer segmentation, product marketing, competitive analysis, market analysis, customer insights, growth marketing, marketing strategy, corporate strategy and development, sales enablement.

Martin Haering

Chief Marketing Officer (CMO), Misys

Bio: Marketing and Channel Sales Executive with extensive international business experience in EMEA, APAC and US, working for more than 20 years in people management positions and 16 years in executive leadership roles for international Hi-Tech companies and market leaders in their respective areas. Link to the Misys whitepaper "Beyond NPS - The Future of B2B Customer Engagement and Loyalty" on the Misys website: http://www.misys.com/fintech-insights/white-papers/beyond-nps-the-future-of-b2b-customer-engagement-and-loyalty/

Mary Brigden

VP of Sales, Verizon-Telogis

Bio: At Telogis I am leading our sales organization to show companies how they can manage and transform their business through optimizing their mobile workforce. We are building a team here that is driving our market through innovation and transparency leveraging location intelligence. Come join us - we are fast paced and we love helping our customer's to become leaders in their space through better data from their mobile assets and operations.

Mary-Leslie Davis

Director of Customer Engagement and Loyalty, Staples Business Advantage

Bio: EXECUTING INTEGRATED MARKETING CAMPAIGNS THAT DRIVE PROFITABLE RESULTS As a forward-thinking Marketing Executive and Customer Engagement Strategist, I am known for innovating and implementing best-in-class B2B marketing strategies, spanning traditional, digital and social channels that maximize revenue and market share. Rely heavily on customer journey research, data, latest marketing technologies and automation tools to create high impact demand generation programs that upsell existing customers and attract new ones. My background includes leadership roles, aligning marketing and sales, ensuring message consistency around all lead generation/retention efforts. I’ve leveraged this experience with a strategic, focused leadership style that inspires teams and colleagues to buck the status quo for exceptional results. I’ve optimized results by… ♦ Boosting sales through integrated, multichannel customer-engagement initiatives. ♦ Launching persona-based Customer Advocacy program that was a Finalist for 2 industry BAMMIE awards. ♦ Generating sales lift by creating personalized customer engagement efforts, tailoring campaigns for persona-based prospects and customers based on unique customer needs and lifecycle stage. ♦ Providing team leadership, increasing approval rating in annual employee engagement survey measuring employees’ satisfaction with their immediate manager. Additional Competencies: ♦ Executive Leadership ♦ Strategic Planning | Implementation ♦ Integrated Multichannel Marketing | B2B ♦ Customer Engagement Strategies ♦ Demand Generation | Lead Nurturing ♦ Advocacy Marketing Programs ♦ Account-Based Marketing | Lifecycle Marketing ♦ Social Selling | Sales Enablement ♦ CRM | Salesforce ♦ Marketing and Sales Alignment ♦ Marketing Automation | Marketo ♦ Budget Management ♦ Team Building | Cross-Functional Leadership

Michelle Avery

Enterprise business analyst, Navis

Bio: Over fifteen years experience providing world class customer service to internal and external customers. Experience working with global operations within cross functional teams. Five years as Salesforce administrator for customer support. VOIP administrator for Altigen phone system.

Misia Tramp

VP Customer Experience Strategy and Insight, Metia

Bio: 20 year veteran of using data to drive strategy and innovation across different contexts. Successful entrepreneur, team builder and inventor of metrics. I am a firm believer that you get the behavior you measure, and love helping organizations to become data driven as a tool to drive success. Specialties:. Customer experience strategy and design. Innovation and new product development. Quantitative research design and analysis. Qualitative design, moderation and analysis. Traditional and virtual ethnography. Board-level facilitation. Conference presentations. Thought leadership. Change management.

Nick Mehta

Chief Executive Officer, Gainsight

Bio: Wanna'-be Pittsburgh Steelers football player who plays day-job as a leader of technology companies. Specialties: * Team: Authentic culture, recruiting, alignment, leadership * Product Management: Strategy, user experience, launches * Technology: Data center operations, agile/scrum development, technical strategy * Sales: Inside sales, enterprise sales, funnel management * Marketing: PR, analyst relations, online marketing / lead gen * Finance: VC fundraising, debt, cash management, budgeting, board management * Domains: SaaS, Customer Success, customer retention, churn, big data, analytics, cloud

Rhett Livengood

Director, Digital Business Enablement, Intel

Bio: CAREER ACCOMPLISHMENTS • Senior Sales and Marketing Executive with strong people management and strategic business development experience. Success has been based on providing decisive, energetic leadership to develop global teams that increase sales by focusing on meeting customer needs. Strengths include international business knowledge, new business creation, contract negotiating, sales pipeline development, strategic planning, field training, and building alliances. • Start-up IT Services group inside Intel Corporation (0 to millions revenue worldwide). • Start-up Intel Flash, mobile processor, semiconductor telesales business (0 to millions revenue worldwide). • Managing large sales, marketing, consultant teams in Intel’s Americas IT Services Division. • Chief Reference Officer managing worldwide reference program focused on Global 2000 enterprises. • Managing diverse, multi-country marketing and business development teams. • Closing multi-year reciprocal IT service and alliance agreements with Fortune 500 enterprises. Specialties: MANAGEMENT COMPETENCIES: • Extensive Management and Leadership skills focused on highly matrixed, cross country/geography teams. • Management trainer and mentor to new managers. • Diversity Hiring, new hire integration and ramp, management by objectives, training/development planning. • Managing new business start-ups and shutdowns in a large enterprise.

Richard Millington

Founder & Managing Director, FeverBee Limited

Bio: Richard Millington is the founder of FeverBee, author of Buzzing Communities, and a frequent speaker at online community events around the world. FeverBee uses proven social science to develop successful online and offline communities of customers, fans, and members. Richard is the sole author of the world's most popular online communities blog and the highly rated book, Buzzing Communities, widely cited as introducing best practice into developing successful online communities. Richard's unique focus in on cracking the 'social code' behind successful social groups. FeverBee's approaches combines cutting edge social psychology with advanced data insights and a library of repeatable case studies. Over the past 13 years, Richard has helped to develop over 150+ successful communities, including those for Google, The World Bank, Oracle, Amazon, Autodesk, Lego, The United Nations, Novartis, and many more. Richard has delivered keynote talks in the USA, Canada, UK, France, Belgium, Spain, Italy, Australia, Turkey, Switzerland, Romania, Lithuania, and several others.

Robin Hamilton

Managing Director, inEvidence

Bio: A self-confessed customer reference geek that finds joy in making unexpected connections to create the new, the next. My focus is to help drive advocate marketing forward as a profession.

Russell Rothstein

Founder & CEO, IT Central Station

Bio: I am passionate about the enterprise technology space and believe it is about to undergo dramatic changes as a result of cloud, social, and mobile. I am founder and CEO of IT Central Station. We are disrupting the $3 trillion market for enterprise tech through the power of crowdsourcing, product reviews, and the social web. Previously: ► VP Product Marketing at Nolio (acquired by CA) ► AVP Product Marketing at OPNET Technologies (acquired by Riverbed) ► Co-founder and CEO at Zettapoint (acquired by EMC): http://www.globes.co.il/en/article-1000687021 ► Co-founder of Open Sesame (acquired by Bowne/RR Donnelley): http://bit.ly/1hZZoTO ► Started my career working at Oracle ► Overeducated in Cambridge I am active on Twitter: twitter.com/RussRothsteinIT

Steve Gershik

CEO & Co-Founder, Koyne

Bio: With over 20 years of experience in customer marketing, product marketing, demand generation and brand building, Steve Gershik is an expert in what B2B companies need to do to survive and thrive in competitive environments today. Steve is an experienced Chief Marketing Officer for early and growth stage technology companies and has been a roll-up-your-sleeves working manager in each of his roles. He's spoken at SXSW Interactive, DMA, AMA, BMA, DemandCon, SiriusDecisions Summit, AdTech, Eloqua Experience. He's consulted for technology startup companies, growth stage firms that need help building a revenue process and publicly traded companies that are looking to build a team of modern marketers. Highlights include: * VP of Marketing Innovation at Eloqua, which grew from $3MM to $35MM (on the way to a successful IPO and acquisition by Oracle) during his tenure. * Creator of the Eloqua Experience and Eloqua Markie awards * First VP of Marketing for SiriusDecisions, a leading advisory firm for B2B sales and marketing executives * Co-founded the world's first demand generation-focused conference called DemandCon. You can read his old blog at http://www.theinnovativemarketer.com or follow his Tweets at @sgersh During his career, he has consulted for Cloud Computing companies, medical device, software and services firms, and taught business writing and online communication at Stanford University, Claris, Hewlett-Packard and AMD. He was recently named one of the Top 50 Most Influential Leaders in Sales Lead Management by the SLMA. Steve stays active in the community, chairing the technology advisory committee of the local school district, serving as an advisor to the Webby award-winning Palo Alto High School Voice, and as Board President of Camp Tawonga. Specialties: VP of Marketing, CMO, Branding and corporate identity, demand generation, web and e-mail marketing, marketing automation, vendor management and negotiation, product marketing and e-commerce.

Tony Banham

Vice President (Marketing), Oracle

Bio: Currently I am responsible for managing, directing, and planning Oracle's Customer Reference Program globally. For ten years following receiving my first degree (Computer Science, Hons.) I followed a path of pure IT R&D, primarily in the fields of energy and aerospace. After then moving to the software vendor environment, I 'discovered' both marketing and the broader area of communication as a whole. Becoming fascinated by the subject of communication, both theory and practice, written and oral, I dedicated time to its study and began teaching communication skills in my spare time. Allied to a developing interest in writing (my publishers are Hong Kong University and the University of British Columbia). The melding of these two skillsets now dominates my focus for future employment opportunities. Specialties: The combination of a degree in Computer Science, a PhD in History, and a deep interest in all fields of communication, enable me to effectively bridge the gaps between technological and non-technological lines of business. Whether within a single organisation (for example, a CEO to his or her IT department), or between organisations (vendors and their customers), the ability to facilitate clear understanding gives refreshing insight to both sides and uncovers areas of mutually beneficial development.

Victoria Aviles

Customer Reference and Advocacy Marketing Manager, HubSpot

Bio: Accomplished senior marketing and sales professional with comprehensive experience building global customer reference and customer advocacy programs at HubSpot. As a sales enablement professional, I support our global sales team through reference marketing, customer advocacy, customer storytelling, case study development, business development, sales and territory management, sales training and recruiting, account based selling, and event planning. Since launching in 2015, I've scaled our global customer advocacy program (HubStars) to represent over 2,700 advocates across all major market segments. Through our program, our customer advocates have built the foundation of social selling at HubSpot. In 2015, our program contributed to 1.5MM in ARR through customer reference calls and recently closed out 2016 hitting 2.3MM. Our customer advocacy program has received recognition as a leading program in the industry by being named a finalist for the Advocate Marketing Program of the Year (2016) and Best Product Review Campaign Award (2015) by Influitive.

Daniel Brooks

Regional Vice President, Metia

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