Total Customer Experience 2013 is a two-day, two-track, learning, networking summit focused on customer management, experience, product management and design. At Total Customer Experience 2013, attendees are given an unrivaled opportunity to learn from keynotes, case studies, strategy, best-practice and interactive sessions, presented by some of the most innovative practitioners, thought leaders and methodologists working in customer management today. This integrated program provides the most comprehensive customer experience curriculum on the market today. This is a vendor/software-neutral event, instead focusing on innovative takeaways and proven best-practice strategies. Attendees from a wide range of industry and functional backgrounds make it a goal to attend Total Customer Experience 2013. This broad makeup provides exceptional Networking Opportunities to enhance attendees experience at the event, as well as build lasting relationships for continued learning well into the future. For more info or to reserve your seat today visit: www.Altamont-Group.com or call us at 510-984-2949

1. 2013Customer Experience
Total
September, 9th
& 10th
2013 ▪ San Francisco, CA
Customer Experience Planning
Aligning CX, UX and Product Management
Customer Journey Mapping
Multi-Channel and Touchpoint Identification
Customer Relationship Measurement
Collaborative Experience Design
Loyalty Marketing and Customer Advocacy
ROI and Performance Management

2. Monday. September 9th
8:00 am Registration and Breakfast
8:30 am
Keynote:
Collaborative Experience Design
An organizational collaboration approach to designing experiences that delight users
9:45 am
Keynote:
A Day in the Life of Your Customer
Knowing customer behaviors and motivations to win and keep business
11:00 am
Keynote:
Driving An Experience-Based Culture
Reinforce products and brands through strong experiences
12:00 pm Lunch
Total Customer Experience Experience Design
1:00 pm
Customer Experience Journey Mapping
Develop useful diagrams that map step-by-step
customer touch points
Voice of Customer Excellence
Create deep insights through information
optimization and utilization
2:15 pm
Customer Relationship Measuring &
Monitoring
Evaluate channel and engagement strategies
through effective customer performance
management
Customer Experience Journey Mapping
Develop useful diagrams that map step-by-step
customer touch points
3:30 pm
Maximize your Return on Customer
Experience
Creating the behaviors that you need and want
from your customers
Test & Learn
Use test and learn analytics to gain insights into
customer and product needs
4:30 pm Networking Reception
Tuesday. September 10th
8:30 am
Keynote:
Designing Great Products
Promoting a strategic approach to UX leadership resulting in products that make sense to users
9:45 am
Keynote:
Integrated Customer Experience
Leverage customer insights, user research and analytics to gain a full understanding of the customer
11:00 am
WOM-Driven Customer Loyalty
Understanding the reach and power of digital
media to create optimal customer engagement
Mobile Design Strategy
Optimizing the mobile user experience
12:00 pm Lunch
1:00 pm
B2B Customer Engagement Marketing
Framework and strategies for managing the B2B
customer and improving lifetime value
Simplified Product Portfolio Management
Develop a simplified product development and
portfolio management framework
2:15 pm
Keynote
Customer Experience Journey
A multi-industry look into managing the customer experience
3:15 pm Adjourn

3. 2013Customer Experience
Presenters Include:
Total
Tracie Scott
Director, CXIA Architecture
and Analytics
Symantec
Reginald Chatman
Director, Customer
Advocacy/Experience
SanDisk
Roy Barnes
Customer Experience Expert
Blue Space Consulting
Formerly head of SVP
Marriott Vacation Club
Dann Allen
Head of Experience
Design and
Improvement
AAA
Karen Pascoe, Senior Director UX Design, PayPal
Dennis Reno, Vice President, Customer Experience, Oracle
….and more, contact Jason Evans at jevans@altamont-group.com or 510-984-2961 for most
up to date presenting roster
Susanne Scher
SVP User Experience Design
Director, Online/Mobile
Solutions
Bank of America
Lisa Pressler Nakano
Director Global Customer
Experience
Equinix
Kelly Braun
Sr. Director, User Insights &
Analytics
Walmart Global eCommerce
Michael Kanazawa
Managing Director
Bedrock Consultants

4. TotalCustomerExperience2013
Business Forecasting 2011 is a two-day, three-track,
learning, networking summit focused on business
planning by way of superior prediction capabilities.
This comprehensive program explores a breadth of
organizational forecasting challenges in the areas of
finance, market, economic, supply, demand and
sales elements. Attendees are given an unrivaled
opportunity to learn from case studies, hands-on
workshops, and technology round tables, presented
by some of the most innovative practitioners,
thought leaders and methodologists working in
forecasting today.
Business Forecasting 2011 is comprised of three
unique tracks; Financial Forecasting, Competitive
Intelligence and Demand Planning & Forecasting.
Additionally, there is a fourth track included, which
focuses on building capabilities in statistical
forecasting and leveraging forecasting tools.
Attendees from a wide range of industry and
functional backgrounds make it a goal to attend
Business Forecasting 2011. This broad makeup
provides exceptional Networking Opportunities to
enhance attendees’ experience at the event, as
well as build lasting relationships for continued
learning well into the future.
The attendee profile at Total Customer
Experience 2013 represents a breadth of titles
& backgrounds, who rely on using data,
insights and technology to understand and
communicate with their customers.
Who Should Attend?
Customer Experience and Intelligence Executives
User Experience Professionals
Product Managers
CRM Managers, Directors, VPs & Analysts
Chief Marketing Officers
Chief Sales & Business Development Officers
Customer Service and Support Professionals
Customer Solutions and Technology Heads
Customer Loyalty and Operations Officers
Marketing Managers, VPs, Directors & Analysts
Relationship Managers, VPs, Directors & Analysts
Communication Managers, VPs, Directors & Analysts
Sales and Business Development Managers, VPs,
Directors & Analysts
PR & Community Outreach Professionals
CIOs, IT Systems and Data Managers
Business Analysts, Project/Program Managers
Research Analysts and Managers
Quality Analysts and Managers
Strategic Planners
CEOs & Corporate Strategy Executives
Anyone with responsibilities for external
customer/client management.
Creating optimal experiences promotes loyalty and builds
brand value. The challenge for today’s marketers,
developers and product managers is providing the right
experiences through the right channels at the right time.
Solving these challenges begins with the user - the
customer – and what we understand about their wants
and needs.
Total Customer Experience 2013 is a two-day, two-
track, learning, networking summit focused on customer
management, experience, product management and
design.
At Total Customer Experience 2013, attendees are
given an unrivaled opportunity to learn from keynotes,
case studies, strategy, best-practice and interactive
sessions, presented by some of the most innovative
practitioners, thought leaders and methodologists working
in customer management today. This integrated program
provides the most comprehensive customer experience
curriculum on the market today. This is a
vendor/software-neutral event, instead focusing on
innovative takeaways and proven best-practice
strategies.
Attendees from a wide range of industry and functional
backgrounds make it a goal to attend Total Customer
Experience 2013. This broad makeup provides
exceptional Networking Opportunities to enhance
attendees’ experience at the event, as well as build
lasting relationships for continued learning well into the
future.
www.altamont-group.com  510-984-2961

5. 8:30am - Opening Address
Collaborative Experience Design
An organizational collaboration approach to designing experiences that
delight users
9:45am - Keynote
A Day in the Life of Your Customer
Knowing customer behaviors and motivations to win and keep business
11:00am - Keynote
Driving an Experience-Based Culture
Reinforce products and brands through strong experiences
 Customer lifecycle mapping to visualize value-adding opportunities
 Utilize a methodology that focuses on relevancy, consistency, frequency, value,
recognition and interactivity to win and keep business
 Focus on emerging media is the customer engagement game changer
 Develop an engagement strategy using multiple channels and touch points
 Utilize a new capability model to optimize marketing spend
Presenter: Roy Barnes, Customer Experience Expert, Blue Space Consulting
Day One, Monday, September 9th
Opening Address & Keynotes
 Bring UX, CX and product managers into a collaborative and cross-functional, high-
performance organization
 Create a customer-centered experience that leverages design, product and
technology excellence
 Leverage the value found in voice-of-customer and test and learn methodologies
 Migrate to an Agile work environment that thrives on group creativity and remaining
nimble to make rapid changes based on customer feedback and needs
 Develop a lean process from design to enterprise rollout to customer
Presenter: Karen Pascoe Senior Director, User Experience Design, PayPal
 Develop a roadmap for transforming people, process and technology elements of
your customer management infrastructure
 Create a personalized approach to customer engagement through deeper customer
understanding
 Harness customer intelligence to predict lifetime value and retention capabilities
 Gain a more comprehensive understanding of customer wants and needs for
enhanced strategic and tactical planning capabilities
Presenter: Michael Kanazawa, Managing Director at Bedrock Consultants

6. 1:00pm
Customer Value Chain Mapping
Pinpoint engagement opportunities that enhance
customer value
 Break down each step or deliverable that adds value to
your customers
 Grow the overall value proposition by exploiting the most
valuable attributes of your product or service
 Gain insight into value-to-customer to enhance product
innovation
 Enhance customer segmentation capabilities through
better understanding of customer interests
Presenter: Reginald Chatman, Director, Customer
Advocacy/Experience at SanDisk
2:15pm
Customer Relationship Measuring & Monitoring
Evaluate channel and engagement strategies through
effective customer performance management
 Create brand loyalty through customer insights
 Techniques for combining customer data to create full
views of customers and customer segments
 Strategies for the most effective engagement medium
and messaging
 Leveraging Social Media for Customer Insights
Presenter: Lisa Pressler Nakano, Director, Global
Customer Experience, Equinix
3:30pm
Maximize your Return on Customer Experience
Creating the behaviors that you need and want from
your customers
 Mapping the “real” customer experience”
 Understanding and “Valuing” your customer touchpoints
 Design customer experiences proactively
 Segment customer experiences by varying needs
 Ensure executives and employees live your customer’s
experience
 Enable the experience component by carefully balancing
technology and touch
Presenter: Roy Barnes, Customer Experience Expert, Blue
Space Consulting
Total Customer Experience Experience Design
1:00pm
Voice of Customer Excellence
Create deep product insights that drive optimization and
enhance experience
 Effective methodology used to capture Voice of
Customer
 Using customer analytics to promote customer-driven
innovation
 Product lifecycle analysis and linking VoC to product
lifecycle stages
 Develop a growth strategy based on VoC that is rooted
in lifecycle analysis
Presenter: Dann Allen, Head of Experience Design and
Improvement at AAA
2:15pm
Customer Experience Journey Mapping
Develop useful diagrams that map step-by-step
customer touch points
 Understanding the components of an “ideal” customer
journey and transition from conversion funnel
 Streamline the customer experience by simplifying the
purchase process
 Analyze the barriers, motivations, actions and possible
questions to find duplication and missing links
 Optimize and support the customer’s “out-of-box”
experience
Presenter: Traci e Scott, Director, CXIA Architecture and
Analytics at Symantec
3:30pm
Test & Learn Optimization
Use test and learn analytics to optimizing features
through real-world testing
 Bring product features to market more successfully
through better understanding of what features work
 Small-scale user testing methodology
 Large scale A/B testing tools and multivariate testing
 Encourage test and learn evangelism throughout the
product organization
 Hands on examples of how test and learn works in
different product environments
Day One, Monday, September 9th
Breakout Sessions

7. 8:30am - Opening Address
Designing Great Products
Promoting a strategic approach to UX leadership resulting in products that make
sense to users
9:45am - Keynote
Integrated Customer Experience
Leverage customer insights, user research and analytics to gain a full
understanding of the customer
 Why we do what we do: The importance for leaders to plan tactics but lead with strategy
for inspired results
 What's changed? Why User Experience is more important now than just a few years ago
 Building blocks: The importance of starting with a sound web strategy and how that
translates to the epic and story levels
 Balancing act: Balancing business goals with user goals for true customer experience
 What's the big idea? Customer input combined with fresh creative ideas drives innovation
 When is enough enough? The benefits of enough testing, when it's important and keeping
it relevant
 Looking for clicks in all the right places: Aligning brand with user expectations
 Finding the sweet-spot: Working with Agile philosophy, methodology and process
 Build it and they will come: But will users find what they need and know how to use it?
 The new kid: The role Content Strategy plays in the total mix of UX disciplines
 Why should they care? Promoting the importance and value of UX in a development
centric organization
Presenter: Susanne Scher, SVP User Experience Design Director, Online/Mobile
Solutions at Bank of America
Day Two, Tuesday, September 10th
Opening Address & Keynotes
 Create and use a multi-channel and cross channel engagement strategy that
maximizes touchpoints
 Utilize both activity-based and value-based marketing to measure both quantitative
and qualitative results of engagement
 Ensure consistency and uniformity of the voice speaking to customer across different
engagement touchpoints
 Leverage customer data and analytics to know their DNA as they experience various
channels and user platforms
Presenter: Kelly Braun, Sr. Director, User Insights & Analytics at Walmart Global
eCommerce

8. 11:00am
WOM-Driven Customer Loyalty
Understanding the reach and power of digital media to
create optimal customer engagement
 Harness the power of user-generated content to
increase brand value and develop competitive
advantage
 The importance of customer voice and understanding
the risks and rewards associated with customer
evangelism
 Evaluate the costs and ROI associated with WOM and
customer evangelism
 Methodology in how to effectively leverage customer
evangelism to increase sales and build brand and
reputation
 Ethical considerations and WOM governance
1:00pm
B2B Customer Engagement Marketing
Framework and strategies for managing the B2B
customer and improving lifetime value
 Strategies and tactics for accelerating “sales ready”
leads
 Research and segmentation techniques to identify
customers with the most value and growth potential
 Critical metrics and indicators to ensure B2B customer
management success and improve customer lifetime
value
 Acquiring and managing B2B feedback to improve
products and services
11:00am
Mobile Design Strategy
Optimizing the mobile user experience
 Harness the tremendous potential of smartphones,
tablets and social networks to improve customer
engagement and build loyalty
 Promoting brand awareness via value adding
applications
 Designing a mobile user experience around needs and
ease of use
 Usability testing on mobile devices
 Understanding the ever-evolving mobile customer trends
to stay one-step ahead
1:00pm
Simplified Product Portfolio Management
Develop a simplified product development and portfolio
management framework
 Strategic framework to assist with simple and effective
prioritization decisions
 Just-in-time tools to help with real-world portfolio
management challenges
 Three phase approach to defining and evaluating
products and portfolios for optimal resource allocation
 Methodology to extrapolate information and score
innovation for prioritization
Total Customer Experience Experience Design
Day Two, Tuesday, September 10th
Breakout Sessions
2:15pm - Closing Address
Customer Experience Journey
A multi-industry look into managing the customer experience
 Lessons learned through a customer experience executives’ s eye’s at Pacific Bell,
Continental Airlines, Microsoft, Plumtree & Oracle
 Empowering employees to be customer focused
 Walking in the customer’s shoes
 “Owning” the customer
Presenter: Dennis Reno, Vice President of Customer Experience, Oracle

9. Reservations: 1-888-627-8404
Mention the Altamont Group Room Block to the customer service agent to receive this
exclusive reduced rate.
Online Reservations:
https://www.starwoodmeeting.com/StarGroupsWeb/res?id
=1307084438&key=A9D55
Total Customer Experience 2013
Area, Venue
& Travel
Information Area – San Francisco International Airport
Located near San Francisco International Airport, our venue provides excellent
access to Bay Area transportation as well as all the city has to offer. Altamont
Group has on-the-ground knowledge of the area’s best restaurants, hotels
and shows to maximize your experience outside the Summit.
Hotel and Accommodation Facilities
Our venue’s excellent location offers easy access to the entire San Francisco
Bay Area. We have scouted locations throughout the region and find that the
Westin San Francisco Airport offers excellent accommodations, an unrivaled
meeting environment and tremendous value.
Travel
This event is best accessed by-way-of San Francisco International Airport. A
complimentary hotel shuttle leaves every 20 minutes from SFO, directly to the
event location. Oakland International Airport offers another convenient
traveling option for our non-local guests and can be accessed by BART trains
or taxi cabs.
Venue – Westin SFO
The Westin San Francisco Airport
1 Old Bayshore Highway
Millbrae, CA 94030
Altamont Group Inc. is registered with the National
Association of State Boards of Accountancy (NASBA) as a
sponsor of continuing professional education on the
National Registry of CPE Sponsors. State boards of
accountancy have final authority on the acceptance of
individual courses for CPE credit. Complaints regarding
registered sponsors may be addressed to the National
Registry of CPE Sponsors, 150 Fourth Avenue North, Suite
700, Nashville, TN, 37219-2417. Web site:
www.nasba.org.
Program Level: Basic
Delivery Method: Group-Live
Prerequisites: None
Advanced Preparation: None
Earn CPEs
CPE Credits: 13
Negotiated Room Rate
$ 159 / night

10. REGISTRATION
Total Customer Experience 2013
 Early Registration
** Early registration is available until: July 15
th
, 2013
$ 1,599
 Standard Registration $ 1,799
 Additional Attendee $ 1,299
 Three Attendee Rate $ 3,999
For current discount and group rates, please contact Thomas Johnson at:
tjohnson@altamont-group.com or 510-984-2961
Attendee Information
Attendee Name
Title Organization
Email Phone
Additional Attendee Name
Title Email
Additional Attendee Name
Title Email
Payment Information
 Check/Purchase Order  Credit Card
Name on Card
Card Number
Expiration Date CV2 (card verification number)
Billing Address
City/State/Zip
Pay By Check:
Checks should be made payable to Altamont Group Inc. The mailing address for checks and tax
forms is 205 N. 2nd
Avenue, Oakdale, CA 95361
Cancellation/Rescheduling Policy:
All cancellations made four weeks or longer from the summit’s start date will be provided a full refund or credit
toward current or future Altamont Group programs. Any cancellations made within four weeks of the programs
start date will be provided with credit toward current or future Altamont Group programs.
Registration Information
P: 510-984-2961
F: 510-380-7377
For questions regarding
group discounts,
accommodations or
speaker information,
contact Thomas Johnson
at:
tjohnson@altamont-
group.com
All mailed registration and
inquiries to:
Altamont Group Inc.
205 N. 2nd Avenue
Oakdale, CA 95361
www.altamont-group.com  510-984-2961