CX in the Age of Choice

Notice: This event has been postponed until this Spring. New information coming soon.
Special Partner Event, 11:00 AM – 2:00 PM, January 24, 2019
Detati Digital Marketing, 265 Caspian Drive, Sunnyvale, CA 94087

Michael Ruby, Flexport
Ted Kohnen, Retina
William Furlong, B2B Marketing
Detati Digital Marketing

Customer Experience is one of the most significant, success-defining efforts in marketing today. The stats say it all:

  • 80% of business buyers expect companies to respond and interact with them in real time (eConsultancy)
  • 86% of those who received a great customer experience were likely to repurchase from the same company. This is compared to just 13% of those who received a poor CX. (Tempkin Group)
  • CX leaders delivered compound annual revenue growth rates (CAGR) of 17% compared to just 3% for CX laggards (Forester)

It’s also one of the more volatile aspects that business marketers are confronted with. There are a variety of channels, decision makers and their subsequent customer journeys that require more analysis and design action in the Age of Choice.

This unique event brings leaders in CX together to address how business marketers can not only keep up with the variety of content, channels and digital interactions but how they can learn from and tap into the vast amount of choice audiences have to engage with a brand. From dynamic persona development, to differentiated experiences, to cross-channel orchestration, you’ll be sure to leave this event with actionable insights. Hear from marketing executives and leading CX architects about how companies of all sizes are engaged in this necessary commitment.

Speaker-led Discussion with:

Michael Ruby, Creative Director (Creative and Content Studio) at Flexport. As creative director, Michael is helping to tell the amazing and important story of Flexport, the San Francisco-based hyper-growth company that’s transforming the modern freight forwarding experience through a unique integration of advanced technology and analytics, shipping infrastructure and human expertise. A member of the 2018 DMN 40under40 and a veteran B2B marketer, Michael oversees Flexport Studios, Flexport’s in-house agency focused on branding, content creation and breakthrough campaigns. Michael also serves on the ANA Business Marketing Association NorCal Board of Directors.

Ted Kohnen, President of digital marketing agency, Retina. A native Manhattanite turned hoodie-wearing San Franciscan, Ted is the President of the award winning digital marketing agency, Retina (a Transiris company). As President, Ted works closely with CEOs, CMOs and other organizational decision makers on business, product and marketing strategies. He is charged with the integration of award winning marketing strategy, creative and go-to-market solutions with a world-class technology offering that includes AI, marketing automation, CRM and business intelligence solutions. Over his career, Ted has led key account wins and assignments such as Boeing, Western Union, Weight Watchers, Oracle, NCR, HP Enterprise and the US Government.

William Furlong, Advisor and Board Member at B2B Marketing. Bill is a Digital Media and Data Inspired Startup Veteran with equal parts traditional big media company, and early stage digital startup experience. He is a seasoned Founder of several successful companies as well as a key management executive of others. Recently, Bill was part of the founding team at Bizo, where he served in a variety of senior executive roles. Bizo was acquired by LinkedIn in August 2014 for $175 million.

Especially skilled in building a business, recruiting talent and nurturing client relationships, Bill sports a broad experience in all aspects in business building and is well connected to valuable agency, media and investment constituencies. He has fund raising and M&A experience in digital media segment, and serves on a handful of company boards. Bill works with select start ups on go to market, productization, and monetization strategies, introducing firms to key market stakeholders that will drive success.