2014 Customer Engagement Summit - An Executive Exchange Event

Version 3

    Wednesday – March 5

    Mid-day arrivals

    Afternoon networking program - Golf or Go-Cart experience

    6:30 p.m. Dinner


    Thursday – March 6

    7:00 a.m. - 8:00 a.m.      Registration & breakfast

    8:00 a.m. - 8:15 a.m.      Opening remarks

    8:15 a.m. - 9:15 a.m.      SAP Visionary Session with Paul Young, VP, Strategy, SAP

    9:15 a.m. - 10:15 a.m.    CIO/CMO Panel Discussion

    10:15 a.m. – 10:30 a.m.  Break

    10:30 a.m. – 12:00 p.m.  Advanced Analytics Session

    12:00 p.m. – 1: 00 p.m.   Lunch

    1:00 p.m. – 2:30 p.m.     Mobility Influence Session

    2:30 p.m. – 2:45 p.m.     Break   

    2:45 p.m. – 4:15 p.m.     CRM Session

    4:15 p.m. - 4:30 p.m.      Wrap-Up & Adjourn


    SAP Visionary Session

    With data doubling every 18 months and more than 15 billion web-enabled devices in use, social media and mobility are revolutionizing the conversation. The key to growth in the future is to harness this explosion of data and use analytics to understand consumer behavior, now.


    In his keynote, Paul Young, Global VP, SAP Platform Solutions, will share insights on how companies are embracing the latest in SAP technology and uncovering the needs of customers. Through customer examples, you will see how the power of real-time decision-making, predictive insight, and adaptive response will transform your business, increase customer engagement, and make you run better.


    Paul Young, Global VP, SAP Platform Solutions

    Bridging the Gap in the CIO & CMO Relationship (60 min panel session)


    When it comes to getting closer to your customer, listening is key. But in today’s customer-centric marketplace, its more than just listening to your customers, its about listening to your executive peers.


    The lines between the traditional roles of a Chief Information Officer (CIO) and Chief Marketing Officer (CMO) are blurring as digital marketing demands increase. Technology is the keystone that connects CIOs and CMOs and it has quickly become the catalyst for designing a new playbook in the game of customer engagement.


    New customer insights and intelligence combined with a better understanding of market trends and operational efficiencies, brought about through big data, make the struggle to partner on projects even more critical. According to a 2013 CMO Council* study, “marketing and IT believe that customer centricity must start with a corporate culture that focuses all strategies and programs around the needs of the customer.”

    This panel session will deliver real experiences of CIO/CMO collaborations, including why functional silos don't work, how big data is bridging the gap in the relationship, and the importance corporate culture plays in a customer-centric workplace.



    • Anthony Bosco, CIO, Day & Zimmermann
    • Mike O’Dell, CIO, Raley’s Family of Fine Stores
    • David Palmer, CMO, Raley’s, Raley’s Family of Fine Stores
    • Ven Bontha, VP, Customer Experience, CEMEX, Inc.
    • Moderator: Johann Wrede, Director, Solution Marketing, SAP

    Is Your Operational Model Prepared for Advanced Analytics? (90 mins.)

    This session is less about the technology of analytics, and more about the impact analytics has to your organization and its quest to get closer to your customers. Companies that take the time to develop an enterprise-wide analytics strategy, with a supporting operational model, will prove to be more agile in their efforts to leverage the insights garnered from advanced analytics projects.

    A company’s lack of capability may lead to extra costs outside the organization. Companies looking to reap the benefits of advanced analytics insights should consider its operational model before taking the leap into a significant project. Critical questions to consider include: Will your company have an internal service team to support your needs? What is the role of your IT department in executing your analytics strategy? Should your CMO have its own IT department?

    This session will leverage a case study from PepsiCo to facilitate the discussion of how organizations operationalize use of advanced analytics to get closer to their customers.


    Volker Schulmeyer, Vice President, SAP Value Engineering, PepsiCo.


    Making Mobility Work (90 mins. influence session)

    Customers are demanding to work in a mobile environment, and as a customer-centric organization, you decide to take the plunge into the “Mobile” pool.  Sooner, rather than later, you find yourself drowning in the abyss of challenges and questions, including: What apps do we deploy first? Do we have a mobile strategy? Do we need a mobile app. platform?It’s evidently clear that ‘Going Mobile’ is often easier said than done.

    In a recent ASUG Research Services Mobility study respondents expressed challenges understanding SAP’s mobile strategy and a majority say they have a lack of understanding of SAP’s mobility roadmap.This two-part session will provide attendees with the opportunity to discuss and strategize on the most pressing questions customers face in deploying mobile strategies, providing feedback directly to SAP executives.

    In part-two of this session, SAP will show the future direction of SAP Mobile to help you understand SAP's approach to mobile and collect your feedback on the SAP Mobile Secure roadmap. SAP® Mobile Secure, is a comprehensive mobile management and security portfolio, it embraces mobile device diversity while safeguarding corporate information. It approaches security from multiple angels and combines the different hardware, applications, and content approaches that are now available. IT no longer needs to integrate multiple point solutions.


    • Tom Wailgum, ASUG
    • Courtney Bjorlin, ASUG
    • Senthil Krishnapillai, Head of Mobile Secure, SAP

    The Future of Customer Engagement with CRM (90 mins session)

    Ever wondered who should own CRM, Marketing or Sales? Could you use CRM for customer engagement? Customer relationship management is shifting significantly. In this session, Jeff Moses, SAP’s Head of CRM for Americas, will discuss today’s challenges and where SAP CRM is headed. He will showcase how SAP is leveraging CRM internally to get closer to their customers.

    This interactive session will give you the chance to not only learn SAP’s future direction in the cloud and on premise but also give you the unique opportunity to Influence SAP’s future strategy.Part two of this session will include an overview of SAP’s Customer Validation and SAP Ramp-up programs. SAP has tailored those Customer Engagement opportunities to allow you to keep your SAP solution portfolio on the edge.

    In this session, Stefan Kneis, Vice President Solution Market Introduction Americas will discuss with you how you can become an early adopter in order to take full advantage of your ongoing SAP investments. This session will provide you with an opportunity to provide your feedback regarding those program offerings.


    • Jeff Moses, Head of CRM, SAP Americas
    • Stefan Kneis, Vice President Solution Market Introduction, SAP