Luxury Interactive 2017

October 16-October 18, 2017

Convene Conference Center, 32 Old Slip, New York, NY

1-888-482-6012

Luxury Omni-Business Strategies

08:10 AM - 08:50 AM Continental Breakfast & Registration For All Attendees In The Solutions Lounge

08:50 AM - 09:00 AM Welcome Remarks

09:00 AM - 09:10 AM Chairperson’s Opening Address

Executive Presenter, Dealmoon

09:10 AM - 09:30 AM Becoming A Data-Centric Business To Drive A Better Customer Experience

Martin Gilliard, CIO and SVP, Barneys New York
Barneys New York has historically been a service-driven company. But with the new retail landscape, Barneys has adopted a data-driven mindset. Martin Gilliard, CIO and Senior EVP presents insights on how data can defuse the changing environment and keep companies focused on delivering quality service both on and offline. To be discussed:
• The role of data in the digital transformation of the retail customer experience
• Utilizing data to create a seamless experience for the luxury customer both in-store and online
• Innovating new ways to reach customers – how, when and where they want

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Martin Gilliard

CIO and SVP
Barneys New York

09:30 AM - 09:50 AM Customer Experience Mapping: Touch-Points For Success

Suzanne Hader, CMO, Halston
• Setting up your team for success: who within marketing owns and is accountable for online CX strategy
• Measuring CX: assessing which customer segments you are targeting are successful
• Analyzing how many segments and pathways to purchase should be designed—what are the emotional key points in the journey?
• Keeping CX fresh: how new CX strategy needs to be designed each season

Suzanne Hader

CMO
Halston

09:50 AM - 10:20 AM C-LEVEL PANEL DISCUSSION: Overcoming The Overwhelming World Of Omni

Antonio Carriero, Global Director Digital, Richemont David Olsen, CEO, Cos Bar Danny Govberg, President and Owner, Govberg Watches
For luxury brand to thrive, they must have unified commerce. Luxury brands have achieved so much in the past few years for selling channels and reporting lines to be omni; it’s more the breaking down silos, it’s breaking down all business strategies. The accomplished executives on this panel give their most practical advice to overcome the overwhelming world of omni:
• Looking at omni-channel reporting structures for cultural transformation and implementing nimble discipline across departments
• Keeping up with and mapping technical changes for the very short term, short term, and long term
• Realistic goals and sales milestones: growing the business and ensuring scalability for success
• Developing an overall data-centric picture of your customer as the foundation for your business strategies

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Antonio Carriero

Global Director Digital
Richemont
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David Olsen

CEO
Cos Bar
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Danny Govberg

President and Owner
Govberg Watches

10:20 AM - 11:00 AM Bloody Mary And Bites Break In The Solutions Lounge

11:00 AM - 11:40 AM Case Study Collective: The Re-Design And Re-Launch Of RitzCarlton.com

Sarah Lukas, Corporate Director, RitzCarlton.com, The Ritz-Carlton Hotel Company LLC
The Ritz-Carlton found itself at a crossroads with its digital presence - a functional need to upgrade to a more modern digital platform and CMS, an increasing share of traffic coming from mobile devices and at the introduction of a newly refined brand voice. Since there was a pressing desire to address all of these opportunities as quickly as possible, they were combined into a complete reimaging of RitzCarlton.com. This comprehensive overhaul of the site redesigned, redeveloped and re-launched a 30,000 page, 18,000 image website in 8 languages. The result is an elegant, technically rich, visually immersive new home for one of the most beloved, iconic luxury brands that will inspire life's most meaningful journeys for a new generation of global travelers. Hear Sarah’s story as she presents:
• The project as the ultimate balancing act needing to seamlessly bridge two worlds – truly the intersection of high tech and high touch
• Building constant and refined curation matched with an unwavering commitment to the luxury guest has helped guide The Ritz-Carlton to own luxury hospitality in the digital space
• The complexity of this work that is not to be underestimated - guiding one of the most iconic and storied brands through the ever changing and sometimes uncertain tides of digital innovation.

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Sarah Lukas

Corporate Director, RitzCarlton.com
The Ritz-Carlton Hotel Company LLC

11:40 AM - 12:20 PM Case Study Collective: Preserving The Luxury Experience In A Digital Environment – Steps To Creating Immersive Storytelling Online And With Mobile

Christopher Barefoot, VP, Communications & Guest Relations, Opus One
Explore how to improve your story telling on-line in such a way that customers legitimately feel why they should choose your product. Move beyond a pure product catalogue focus to creating a luxury shopping experience. Use what you already know about your customer to make visiting your site more relevant to your customer.
• Translating the physical experience and delivering the brand promise digitally
• Focusing on emotion and “the why?” to connect with the customer as they engage with the brand story
• Leveraging CRM to personalize and customize the luxury shopping experience, including upselling

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Christopher Barefoot

VP, Communications & Guest Relations
Opus One

For All Attendees

12:20 PM - 1:20 PM Lunch For All Attendees

Invitation only

12:20 PM - 1:20 PM Think Tank Private Lunch

To host a private lunch and lead a tactical conversation with top executives, contact Harvey.Golub@wbresearch.com or call him at 646-200-7527.

Track A: Experiential eCommerce

1:20 PM - 1:30 PM Chairperson’s Afternoon Address

Track B: Connecting Through CRM

1:20 PM - 1:30 PM Chairperson’s Afternoon Address

Track A: Experiential eCommerce

1:30 PM - 1:40 PM Open Mic: What Do You Want To Learn?

Lead by the Chair, this is an open mic about challenges attendees want to address in the themed track. Be sure to meet-up after with someone in the room who has an idea to solve it!

Track B: Connecting Through CRM

1:30 PM - 1:40 PM Open Mic: What Do You Want To Learn?

Lead by the Chair, this is an open mic about challenges attendees want to address in the themed track. Be sure to meet-up after with someone in the room who has an idea to solve it!

Track A: Experiential eCommerce

1:40 PM - 2:00 PM Spot The Fake: Analyzing Who The Real Online Luxury Buyer Is

Kristen Stewart, Head of eCommerce & Digital Marketing, Cushnie et Ochs
• Targeting high-net worth and ultra-high net worth consumers based on web behavior
• Analyzing CRM: what is the most relevant and actionable data to develop and elevate customer interaction
• Segmenting digital messages to target real, buying customers
• Fraud prevention for domestic and global eCommerce operations

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Kristen Stewart

Head of eCommerce & Digital Marketing
Cushnie et Ochs

Track B: Connecting Through CRM

1:40 PM - 2:00 PM Do You Know Who Your Customer Is?

Oscar C. Guerrero, Manager, Brand and Consumer Insights, Crystal Cruises
• Measuring repeat customer rate and working towards regular engagement
• Building customer lifetime growth—turning powerful data into action
• Understanding where the customer is—where in the purchase funnel to push accurate content


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Oscar C. Guerrero

Manager, Brand and Consumer Insights
Crystal Cruises

Track A: Experiential eCommerce

2:00 PM - 2:20 PM Solution Provider Presentation

To present a cutting edge technology to the Luxury Interactive audience, contact Harvey.Golub@wbresearch.com or call him at 646-200-7527.

Track B: Connecting Through CRM

2:00 PM - 2:20 PM Solution Provider Presentation

To present a cutting edge technology to the Luxury Interactive audience, contact Harvey.Golub@wbresearch.com or call him at 646-200-7527.

Track A: Experiential eCommerce

2:20 PM - 2:50 PM PANEL DISCUSSION: A/B Critical: Taking Tests To Results

Jessica Rotnicki, VP, Mobile and eCommerce, Estee Lauder Companies , , Noah Goldberg, Director, eCommerce, Mackage
A/B testing allows you to gain insight to your customers and what they want from your online experience. Not all tests will be winners and they may not have as big of an impact as you hoped. Not all of your winning features may win when they’re put all together, but A/B testing is critical to maximize the potential of the experience your site delivers to customers and its return back to you. Executives discuss:
• Putting yourself in the customers’ shoes: testing one feature at a time to improve the buying journey
• Playing with variations based on traffic your site receives
• Running the tests for a week and analyzing different traffic patterns, and ensuring bounce rates are low
• Focusing on micro-conversions to achieve macro-goals: small wins that pay big dividends


Jessica Rotnicki

VP, Mobile and eCommerce
Estee Lauder Companies
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Noah Goldberg

Director, eCommerce
Mackage
Social platforms are more than likes—they are the go-to vehicle for targeted advertisements. How are you ensuring you are connecting with the customer and not being scrolled by? How can you make your social initiatives seem authentic and not advertisements? The thought leaders on this panel showcase how to socialize with the customer and get them to buy:
• Pushing relevant ads to customers, and being where the customer is
• Which platforms your customer is most engaged
• Driving channel efficiency with customer behavior
• Accurately counting impressions: ensuring the ad is seen and interacted with
• Building people based measurements versus proxy based
• Using geotags and beacons on social platforms to capture customer behavior

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Justin Sellman

VP, eCommerce and Digital Strategy
GHRUKA
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Misaa Becker

Director of Digital Marketing and Media
Cle de Peau Beaute
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Debbie Johnsen

Digital Marketing Director
The Watergate Hotel

2:50 PM - 3:20 PM Artisanal Coffee And Networking Break In The Solutions Lounge

3:20 PM - 3:40 PM C-Level Chat: Becoming Best Friends With Your Customer

Andrew Berg, President, Robert Graham
Join this interactive conversation with Andrew as he discusses Robert Graham's success of:
• Celebrating customers’ enthusiasm for your products by integrating UGC
• Curating customers’ content: selecting which UGC is appropriate to use for public marketing
• Getting permissions from customers to use their stories and pictures
• Building an internal process to ensure departments are not crossing any privacy matters

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Andrew Berg

President
Robert Graham

3:40 PM - 4:20 PM GUEST SPEAKER! Bringing Luxury To Speed Of Feed

Bora Park Chow, Luxury Partnerships, Facebook – Instagram – Messenger

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Bora Park Chow

Luxury Partnerships
Facebook – Instagram – Messenger

4:20 PM - 11:59 PM End Of Day Two