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INSIGHT 2018

INSIGHT 2018 AGENDA

Agenda session topics are subject to change slightly.

April 18th 2018

Check-in
Check-in
4:30 pm - 6:30 pm
Flagship Reception
Flagship Reception
6:00 pm - 8:00 pm - Veranda C

April 19th 2018

Breakfast
Breakfast
08:00 am - 9:00 am - Veranda
Opening Remarks
9:00 am - 9:10 am - Veranda DE
If the Customer’s the Copilot, You’re in the Wrong Seat
If the Customer’s the Copilot, You’re in the Wrong Seat
9:10 am - 10:00 am - Veranda DE
Brian Dennis, Customer Experience Expert
Keynote Session
Session Abstract

If the Customer’s the Copilot, You’re in the Wrong Seat

9:10 am - 10:00 am - Veranda DE
Brian Dennis, Customer Experience Expert

Do you wonder why some companies provide good customer service while others fail? As a leader, are you passionate about your customers and want to engage them in new and innovative ways? Learn what’s new and what’s next, so you can elevate Customer Experience today ─ and be poised to deliver exceptional customer service in the future.

An internationally recognized Customer Experience innovator and trend forecaster, Brian Dennis shares ideas you can implement immediately to improve Customer Experience. Plus, you gain insights to anticipate your customers’ future needs.

Join Brian Dennis, former VP of Customer Experience at Kohl's, to learn:

  • Innovative ideas you can implement immediately to improve the customer service experience.
  • How to create a service culture throughout the organization ─ both internally and externally – with a team that is engaged, energized, and passionate about the customer experience.
  • Strategies that will guide your internal team to deliver exceptional support to their external customers.
  • Proven tactics from companies that successfully deliver elevated levels of customer service.
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Mid-Morning Break
10:00 am - 10:20 am
Creating a Treasure Hunt Experience: Drive More Sales by Attracting Bargain Lovers and Encouraging Impulse Buys
Creating a Treasure Hunt Experience: Drive More Sales by Attracting Bargain Lovers and Encouraging Impulse Buys
10:20 am - 11:00 am - Canyon View A
Kevin Kotche, President, Footprint Retail Services
Breakout Session - Store Experience and Sales
Session Abstract

Creating a Treasure Hunt Experience: Drive More Sales by Attracting Bargain Lovers and Encouraging Impulse Buys

10:20 am - 11:00 am - Canyon View A
Kevin Kotche, President, Footprint Retail Services

With some of the most significant numbers of store openings in 2017, there is no denying that discount stores are thriving. While they might not top of mind when thinking of customer experience, these stores are carefully crafting enticing experiences for specific customer needs.

In this session, you will learn:

  • How to use merchandising to create a “treasure hunt” experience for bargain lovers
  • How to attract foot traffic
  • How to encourage impulse buys
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Leveraging external real-time data through Connected Data
Leveraging external real-time data through Connected Data
10:20 - 11:00 am - Canyon View B
Rick Sterett, VP Operations, Natural Insight
Breakout Session - Training
Session Abstract

Leveraging external real-time data through Connected Data

10:20 - 11:00 am - Canyon View B
Rick Sterett, VP Operations, Natural Insight
With Connected Data, Natural Insight offers a wide range of new ways to improve in-store execution, avoid unnecessary re-visits, empower sales and field reps with relevant data points to improve performance, better serve your partners and customerscapture critical real-time insight to understand store conditions better.
 
In this session, Rick Sterret, VP of Operations at Natural Insight, will present potential ways to use Connected Data to:
  • Improve Inventory Management
  • Enhance data collection through 3rd party public data and previously collected data
  • Improve field reps performance
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Tactics for Better In-Store Experience through Improved Retail Execution
Tactics for Better In-Store Experience through Improved Retail Execution
11:10 am - 12:00 pm - Canyon View A
Marc Baum, Merchandise Presentation Supervisor at Kinney Drugs; Bill Sherman, Sr. Director of Workforce Management, Lawrence Merchandising Services
Breakout Session - Store Sales and Experience
Session Abstract

Tactics for Better In-Store Experience through Improved Retail Execution

11:10 am - 12:00 pm - Canyon View A
Marc Baum, Merchandise Presentation Supervisor at Kinney Drugs; Bill Sherman, Sr. Director of Workforce Management, Lawrence Merchandising Services

This panel discussion will focus on some of the tactics that a retailer, brand, or staffing company can use to improve the in-store experience for its customers.  The discussion will center around:

  1. Ways to ensure compliance with projects, reset, or continuity kinds of activities
  2. Best practices around what information is needed in hand at the store level to ensure the most effective execution
  3. How best to empower the worker in the retail aisle
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Save Time and Money with Route Optimization
Save Time and Money with Route Optimization
11:10 am - 12:00 pm - Canyon View B
David Jones, Field Force Planning Director, Geographic Software, Field Force Planning, CACI Ltd.
Breakout Session - Training
Session Abstract

Save Time and Money with Route Optimization

11:10 am - 12:00 pm - Canyon View B
David Jones, Field Force Planning Director, Geographic Software, Field Force Planning, CACI Ltd.
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Lunch
Lunch
12:00 pm - 1:00 pm - Veranda
Natural Insight Product Roadmap
Natural Insight Product Roadmap
1:00 pm - 2:00 pm - Veranda DE
Stefan Midford, President and CEO, Natural Insight
General Session
Session Abstract

Natural Insight Product Roadmap

1:00 pm - 2:00 pm - Veranda DE
Stefan Midford, President and CEO, Natural Insight
What has Natural Insight done for you lately? What is there to look forward to in the upcoming year? Please join Natural Insight CEO Stefan Midford and Product Manager Jane Hill for a year-in-review of major features delivered in 2017 and a sneak peak of Natural Insight’s roadmap for 2018.
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How Does Your Business Compete in the Digital Era?
How Does Your Business Compete in the Digital Era?
2:10 pm - 3:00 pm - Canyon View A
Brian Dennis, Customer Experience Expert; Bill Brenner, President, Market Connect Group; Jerry O'Brien, Executive Director of the Kohl’s Center for Retailing in the School of Human Ecology
Breakout Session - Store Experience and Sales
Session Abstract

How Does Your Business Compete in the Digital Era?

2:10 pm - 3:00 pm - Canyon View A
Brian Dennis, Customer Experience Expert; Bill Brenner, President, Market Connect Group; Jerry O'Brien, Executive Director of the Kohl’s Center for Retailing in the School of Human Ecology

When competing with "e-tailers," retailers, brands, and retail service providers need to create a compelling and unique experience at the retail location so that they provide value for customers that they cannot find online.

In this session, you will learn:

  • The importance of expanding your organization's capabilities and skill sets to stay ahead of new retail trends and cater to the consumer’s in-store experience.
  • How some of the big players are shifting their operations to include specialized skills that range from demonstrations to brand ambassadors to assisted sales.
  • Different ways to improve customer experience through better in-store interactions
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Natural Insight Tips and Tricks
Natural Insight Tips and Tricks
2:10 pm - 3:00 pm - Canyon View B
Mike Pollock, Account Manager, Natural Insight; Georgia Starkey, Account Manager, Natural Insight; Nina Harris, Account Manager, Natural Insight
Breakout Session - Training
Session Abstract

Natural Insight Tips and Tricks

2:10 pm - 3:00 pm - Canyon View B
Mike Pollock, Account Manager, Natural Insight; Georgia Starkey, Account Manager, Natural Insight; Nina Harris, Account Manager, Natural Insight

Knowledge is Power, and we can learn from one another how to best utilize the Natural Insight platform, resulting in better business practices and better time management. Please join Natural Insight Account Managers Mike Pollock, Georgia Starkey, and Nina Harris as they demonstrate quick tips and tricks for Natural Insight.

In this session, you will learn

  • How to harness the power of Natural Insight
  • An overview of the latest enhancements
  • Tips and tricks within Natural Insight
  • Best business practices for using Natural Insight
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Mid-Afternoon Break
3:00 pm - 3:20 pm
Authentic Purpose is the Key to Surviving Retail Today
Authentic Purpose is the Key to Surviving Retail Today
3:20 pm - 4:10 pm - Canyon View A
Jerry O'Brien, Executive Director of the Kohl’s Center for Retailing in the School of Human Ecology at the University of Wisconsin-Madison
Breakout Session - Store Experience and Sales
Session Abstract

Authentic Purpose is the Key to Surviving Retail Today

3:20 pm - 4:10 pm - Canyon View A
Jerry O'Brien, Executive Director of the Kohl’s Center for Retailing in the School of Human Ecology at the University of Wisconsin-Madison

The ways retailers/brands communicate has evolved from talking at consumers to working to be invited into the consumer conversation.

In this session, we will review this evolution and discuss how to thrive in the new reality, with a focus on the importance of the employee in conveying authenticity and enthusiasm.

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Choose Your Own Adventure: Creating A First-Rate Call Report Experience For Your Field
Choose Your Own Adventure: Creating A First-Rate Call Report Experience For Your Field
3:20 pm - 4:10 pm - Canyon View B
Jon Herbert, Senior Account Manager, Natural Insight
Breakout Session - Training
Session Abstract

Choose Your Own Adventure: Creating A First-Rate Call Report Experience For Your Field

3:20 pm - 4:10 pm - Canyon View B
Jon Herbert, Senior Account Manager, Natural Insight

Your data is only as good as the people that collect it, and your technology is only as good as it’s operation by the user. Expending the energy to create an efficient and enjoyable work experience through an easy to use and guided survey will contribute to a happier workforce, and better results in the field. The perfect survey can be the it factor that transforms your team from an employee to someone who is proud to represent your brand.

In this session, you will learn how to build and format your call reports for maximized efficiency and clarity, guiding the rep towards better information and a more pleasant work experience. Jon will discuss:

· Using survey builder to create a visually appealing and streamlined survey

· Planning your survey output towards more meaningful data

· Tackling real-life examples of common complex data capture scenarios

· Expanding survey use past field data for a more centralized data repository

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Visual Intelligence Executive Workshop
Visual Intelligence Executive Workshop
4:20 pm - 5:00 pm - Canyon View A
Stefan Midford, President and CEO, Natural Insight
Breakout Session - Store Experience and Sales
Session Abstract

Visual Intelligence Executive Workshop

4:20 pm - 5:00 pm - Canyon View A
Stefan Midford, President and CEO, Natural Insight
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Uncover Business Insights with Reveal Analytics
Uncover Business Insights with Reveal Analytics
4:20 pm - 5:00 pm - Canyon View B
Jake Jacobson, Training and Implementations Manager, Natural Insight
Breakout Session - Training
Session Abstract

Uncover Business Insights with Reveal Analytics

4:20 pm - 5:00 pm - Canyon View B
Jake Jacobson, Training and Implementations Manager, Natural Insight

Reveal Analytics is Natural Insight's business intelligence solution for uncovering, revealing, and sharing business insights from the data stored in your Natural Insight platform. This session will cover instruction as well as recommendations for using Reveal Analytics, Operations Insight, and Staff Insight to bring your organization, as well as your clients and partners, the most value from the intelligence gathered in the field.

In this session, we will talk briefly about the pre-built reports Operations Insight and Staff Insight, and the majority of this session will cover recommendations for Reveal Analytics.

You will learn:

  • How to best utilize Reveal Analytics for great insights into your field execution
  • Using Libraries to organize and/or enable non-licensed users' access to Reveal Analytics reports
  • What the future has in store
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Dinner
Dinner
6:00 pm - 8:00 pm - Veranda

April 20th 2018

Breakfast
Breakfast
08:00 am - 09:00 am - Veranda
Recruiting In Retail Reimagined
Recruiting In Retail Reimagined
09:00 am - 09:40 am - Veranda DE
General Session
Session Abstract

Recruiting In Retail Reimagined

09:00 am - 09:40 am - Veranda DE
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Managing Your Mobile Workforce's Health in Today's Environment
Managing Your Mobile Workforce's Health in Today's Environment
09:50 am - 10:30 am - Canyon View A
Ron Apel, Driver and CEO, Ex-Sell Sales and Merchandising
Breakout Session - Store Sales and Experience
Session Abstract

Managing Your Mobile Workforce's Health in Today's Environment

09:50 am - 10:30 am - Canyon View A
Ron Apel, Driver and CEO, Ex-Sell Sales and Merchandising

Do you know who your best employees are? Can you objectively rank your employees based on quantitative measures? Whether you manage full-time or part-time people, regardless of whether they are contractors or employees, if your workforce is mobile and work independently, you have a challenge knowing the overall health of your workforce.

In this presentation, we will discuss some of the techniques he uses to overcome the challenges listed above, including:

  • Objective measures that can be applied mobile independent workers (regardless of status or type).
  • The role of feedback in the mobile staff management process
  • Features of Natural Insight that are available to assist in this process
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Data: It's What's for Dinner!
Data: It's What's for Dinner!
9:50 am - 10:30 am - Canyon View B
Eric Pfleckl, Vice President of Engineering, Natural Insight; Colleen Johnson, Director of Professional Services, Natural Insight
Breakout Session - Training
Session Abstract

Data: It's What's for Dinner!

9:50 am - 10:30 am - Canyon View B
Eric Pfleckl, Vice President of Engineering, Natural Insight; Colleen Johnson, Director of Professional Services, Natural Insight

Please join Natural Insight's Eric Pfleckl, Vice President of Engineering, and Colleen Johnson, Director of Professional Services, for an in-depth discussion and Q&A session surrounding the "ins and outs" of Natural Insight's data integrations.

In this session, you will learn: 

  • The difference between REST and SOAP
  • About the Natural Insight platform APIs surrounding Visits, Projects, Locations, and Staff
  • About our newConnected Data feature in Capture
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Mid-Morning Break
10:30 am - 10:50 am
The New Role of Merchandising in the Brand Experience: How Nintendo will Transform the Aisles
The New Role of Merchandising in the Brand Experience: How Nintendo will Transform the Aisles
10:50 am - 11:40 am - VERANDA DE
Christina Janowski, Director of Sales and Merchandising, Nintendo of America
General Session - Store Experience and Sales
Session Abstract

The New Role of Merchandising in the Brand Experience: How Nintendo will Transform the Aisles

10:50 am - 11:40 am - VERANDA DE
Christina Janowski, Director of Sales and Merchandising, Nintendo of America

With today’s technology, possibilities to deliver superior branded experiences are endless. But experience in the store doesn’t always match other online and offline touchpoints. With this in mind,  Nintendo is setting out to transform the aisles into one of the most sought-out brand experience moments.

During this session, Christina Janowski will talk about how Nintendo plans to transform their in-store strategy, including:

  • Improving the customer journey by making it easier to find and access the right product at the right time
  • Improving the look and feel of merchandising displays to deliver an immersive experience
  • Leveraging new technology to create customer delight in the aisles
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Closing Remarks
Closing Remarks
11:40 am - 12:00 pm - Veranda DE
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