Enriching the Customer Experience

Technology, Innovation, and the Future of Business

March 4 - 5, 2015 | Fluno Center | Madison, WI

This agenda is as of 03/03/15- times and sessions are subject to change.

Tuesday, March 3, 2015 ~ PreConference Advisory Board Dinner

5:00 - 8:00 pm

Advisory Board Reception/Dinner (invite only)  - 8th floor Fluno - Reception at 5 pm and Dinner at 6 pm

Wednesday, March 4, 2015

7:00 am

Registration opens and continental breakfast

8:00 - 8:05 am

Strategic Briefing Introductions

8:05 - 8:45 am

  • The Reinvention of IT – Service Creation and Empowerment as an Enterprise Game Changer  ~ Room 221

    Moderator ~ Guy Ringle, SVP Director of Bank Operations, Associated Bank

    Bob Osborn, CTO, ServiceNow

    As traditional IT duties are replaced by outsourcing, automation and cloud, the role of IT becomes less clear. At the same time, the service model defined by IT is becoming a game changer for enterprise effectiveness, agility and responsiveness. Join Bob Osborn of ServiceNow in an interactive discussion on how IT can reinvent its role and revolutionize its value. Using expertise in process standardization, IT can drive service transformation throughout the enterprise to change the way work is done. During this thought-provoking session, you will get first hand understanding on how expanding service management into an enterprise discipline can enable IT to become heroes of innovation and drivers of the service-oriented enterprise.

9:00 - 9:40 am

  • Ubiquitous Access - Enabling the Future of Connected "World Class" Business ~ Room 221

    Session donated by CDW

    Moderator ~ Don Nelson, Chief of Staff, Office of the CIO, UW Madison

    Phil Montgomery, Chairman, Wisconsin Public Service Commission

    David Cagigal, CIO, State of Wisconsin

    Bruce Maas, CIO, UW - Madison

    PDF of Presentation

    The future of  business involves many aspects, from technology to innovation. But what about the people?  None of this can be fully leveraged without an adaptive  21st century workforce that has access to digital education, infrastructure and resources to compete on a global scale. There is a huge digital divide in Wisconsin between the metropolitan areas and the rural parts of the state. Failure to expand access to high-speed bandwidth and increased capabilities of the next generation internet will negatively impact business, education, healthcare delivery and economic development. These are significant challenges for the future of your business and personal success. The solution requires a public-private commitment.

    David Cagigal, Wisconsin’s State CIO, and Bruce Maas, CIO, UW - Madison and Phil Montgomery, Chairman, Wisconsin Public Service Commission will share what is being done today to make the future a reality. Please join this  critical discussion on how you and your business must work collectively in a "Win-Win Scenario,” with all stakeholders, to ensure the prosperity of your business and all citizens in the State.

9:40 - 10:00 am

Open meeting time and networking

10:00 - 10:40 am

  • Driving Innovation Through Enterprise Service Management ~ Room 219

    Moderator ~ Paul Kronberger, CIO, City of Madison

    Joe Jogmen, Principal Consultant, AHEAD

    Eric Kaplan, CTO, AHEAD

    Enterprise Service Management has the potential to transform and optimize nearly every part of your business while rapidly changing the way IT interacts with the broader organization. At the same time, today's technology landscape requires IT to further mature it's own service delivery capabilities in order to compete with external providers. How do you find the right balance between transforming IT service delivery and enabling the broader enterprise? Join AHEAD’s Practice Manager Joe Jogmen as he discusses how to create an effective Enterprise Service Management strategy and reviews how several organizations have successfully employed this strategy within their enterprise.

10:55 - 11:35 am

  • Does Enterprise Architecture Matter Anymore? ~ Room 201

    Sponsored by American Digital

    Moderator ~ Kerra Guffey, CIO, WPS Health Insurance

    Carl Thomas, President 5Wyre LLC

    Over the past decade and a half lots of people have tried to define, implement, utilize, sell and be effective with Enterprise Architecture.  This session will rip the band aid off of all that time and effort and finally answer the question of whether Enterprise Architecture should matter to you and your organization.

11:35 - 12:25 pm


12:30 - 12:35 pm

Opening Remarks and Keynote Introductions ~ Auditorium

12:35 - 1:25 pm

  • No Excuses. No Regrets. Be Courageous.

    Moderators ~ Steve Mueller, CIO, WI Dept of Workforce Development

                         Guy Ringle, SVP Dir of Bank Ops, Associated Bank

    Dan Adamany, Founder and CEO, AHEAD

    It is time to innovate, and innovation does not happen by doing the same things you have always done.  We have to think differently, act differently, and most importantly execute differently.  Hear from AHEAD's CEO & Founder, Dan Adamany, on how they have grown a $250M business in eight years by focusing on culture and helping traditional enterprise companies innovate.

1:30 - 2:20 pm

  • Disruption: Business Drivers, Information Technology, People ~
    A Chairmen’s Perspective on the Future of Business

    Moderator ~ Mike Klein, CEO and Editorial Director, WTN Media

    John Byrnes, Executive Chairman of the Board and President, Mason Wells

    PDF of Presentation

    Look around you. The businesses you see, the information technology you use, and the work that you do has become increasingly chaotic.  Disruptions within the systems you once considered stable are transforming your organization in ways you never imagined, and raising the stakes!  Adapting to technological change, being agile in the face of a new business landscape, will be the difference between survival and extinction.  In this session, John Byrnes, Chairman and CEO of Mason Wells, a leading Midwest private equity investor, will provide a framework for interpreting the forces that are driving markets in IT, healthcare and other service sectors, discuss the emergence of public/private partnerships, and explore possible future business models that are being considered by industry leaders.  Mr Byrnes invests in information technology, healthcare, outsourced business services, engineered industrial products, packaged consumer goods, and packaging.  Mr. Byrnes is currently a member of the Board of Directors of  Dedicated Computing LLC, Paragon Development Systems, Inc., and The Oilgear Company., Medical College of Wisconsin, and The Milwaukee Institute.


    Join  the discussion

    • Learn about operating leverage and accelerating gains.

    • Review the landscape that is taking shape around infotech.

    • Explore how to thrive as your job responsibilities change.

    • Examine the business opportunities these changes afford.

2:20 - 2:40 pm

Networking Break

2:45 - 3:35 pm

  • Predictive Analytics - A Real World Project

    Sponsored by IBM

    Moderators ~ Bentley Curran, VP of Digital Business and CIO, Brady Corporation

                        Jack Johnson, Sr. Client Representative, IBM

    Mark Shaver, CIO, Joy Global

    Joy Global has embarked on a project that combines analytics with one of the most extreme work environments possible - heavy equipment operating in mines around the world.  By capturing, integrating and analyzing sensor data, maintenance data and diagnostic data in near real time Joy Global has the capability to save their customers millions of dollars while driving high levels of customer satisfaction.   Mark Shaver will discuss the business objectives of the smarter services project, challenges faced and lessons learned from implementing real time analytics in a SaaS model.

3:40 - 4:30 pm

  • Fund IT like a Start-Up to Drive Innovation and Transformation

    Moderators ~ David Cagigal, CIO, State of Wisconsin & Bill Caraher, CIO, von Briesen & Roper, s.c.

    Barb Gomolski, Managing Vice President of our IT Finance & Workforce Management Group, Gartner

    PDF of presentation

    Transforming an enterprise into a digital business is an “opportunity moment” for CIOs and IT organizations, but executives are not exactly throwing money at CIOs to fund innovation. Meanwhile, your competitors are well funded, agile and have little to no legacy systems.

     Join Barb Gomolski, Gartner managing Vice of IT Finance and Workforce Management as she leads us through an exploration of how CIOs and IT organizations can exploit some of the marketing techniques used by startup organizations to gain funding. She’ll discuss practical, actionable ideas you can use.

4:35 - 5:25 pm

  • Fusion Trumps Confusion: Making the Most of Tomorrow

    Moderator ~ Tom Koulopoulos, Chairman, Delphi Group

    Peter Coffee, VP for Strategic Research, Salesforce

    PDF of Presentation

    "Chaos" is often a negative term for a state of total disorder, but it's also the term for a state of pre-Creation: whatever it was that existed before the universe was born. We're arguably in that state right now, in terms of being in the Big Bang of tera-scale connection and collaboration: a world of billions of connected people, tens of billions of connected devices, and trillions of potentially value-creating interactions.

    Technology is both the driver of that change, and the tool for mastering the opportunities it's already creating. Connected communities of customers will challenge you to meet their expectations, but they can also be cultivated into networks of advisors who will help you deal with disruption -- rather than merely leave you as soon as something slightly cheaper, or incrementally better, comes along. Connected teams, not silos of separate function, are essential to future success.

    Peter Coffee, VP for Strategic Research at Salesforce, returns to this year's Fusion with some "what to do right now" recommendations for engaging with these new realities of data, insight, and action -- to make technology's figure of merit an ROI to be maximized, not a cost to be contained.

5:30 - 7:15 pm

Reception and Dinner ~ Atrium and Main Dining Room

7:15 - 8:15 pm

Greg Schwem ~ Comedy with a Byte ~ Auditorium - See more info here

8:15 - 10:30 pm

Networking ~ Study Pub on 8th Floor ~ Pool, Darts, Cocktails

Thursday, March 5, 2015

7:00 am

Registration opens and continental breakfast

8:00 - 8:10 am

Opening Remarks

8:10 - 9:10 am

  • The Gen Z Effect - The Future of How We Will Live, Work, and Play

    Moderator ~ Dr. Barry Chaiken, CMIO, Infor

    Tom Koulopoulos, Chairman, Delphi Group

    Join the discussion with renowned author, consultant, and public speaker Tom Koulopoulos, as he describes the  Gen Z Effect. Tom will provide a mind-bending view of why we will need to embrace Gen Z as the last, best hope for taking on the world's biggest challenges and opportunities, and how you can prepare yourself and your business for the greatest era of disruption, prosperity, and progress the world has ever experienced.

9:15 - 10:05 am

  • Getting Closer to Your Customer with Human-Centered Design

    Moderator ~ Steve Mueller, CIO, WI Dept of Workforce Development

    J Schwan, Founder & CEO, Solstice Mobile

    PDF of Presentation

    As Digital Disruption continues its relentless expansion into every industry, enterprises need meaningful ways to isolate and capitalize on the opportunities at hand.  This presentation will highlight how the user-centric Service Design methodology and the capabilities of Contextual Computing can combine to reimagine the customer, employee and partner experience. Attendees will walk away with actionable takeaways they can use to begin their own journey toward utilizing personalized technologies to reengineer existing processes.

10:05 - 10:30 am

Networking Break

10:35- 11:25 pm

  • A Roadmap and a Business Case are Not Enough for Digital Transformation

    Moderator ~ Chris Murphy, Editor, InformationWeek

    Mark McDonald, Managing Director, Accenture

    The digital analogy is “give me a roadmap, a business case and a company to digitize.”  Executives believe these make sense at the start of a digital transformation initiative. They are right in wanting to know where you are, where you are going and the resources you have to get there. These are important issues for transformation, but they do not equate to a strategy and without a strategy it is easy for your digital ship to flounder. Digital transformation is anything but business as usual. Getting to the innovative and unusual requires more than a roadmap and business case

    Join the discussion at Fusion as Mark McDonald will explore with you how a roadmap and business case combination implies but does not constitute a transformational strategy. Relying on these two deliverables alone easily grounds the case for transformation in familiar terms that limit rather than unleash digital’s potential.

11:30 - 12:25 pm


12:30 - 1:20 pm

  • Digital Marketing: Dynamic, Data-Driven and Deadly Serious

    Moderators ~ Steve Cretney, CIO, Colony Brands

                         Mark Baker, CIO, Wipfli LLP

    Neal Campbell, SVP and Chief Marketing Officer, CDW

    PDF of Presentation

    The world has gone digital and marketers want to be part of the show. But taking today’s stars – mobility, measurement, security and content – and creating a box office blow out requires putting digital to work in new and exciting ways.

    Join CDW’s Chief Marketing Officer for a candid discussion of what’s working and what’s not. This session explores how to find, attract and retain customers using digital campaigns and data-driven marketing.  Neal will discuss how CDW is using Marketing Sciences to develop propensity models that predict next purchase, provide real-time feedback, and enable a better customer experience.  Gain insights into what the IT industry to doing and what challenges remain to implementation and success.

1:25 - 2:15 pm

  • “Time to Weed the Garden” – How CIOs Can Improve Customer Experience

    Moderator ~ Steve Mueller, CIO, WI Dept of Workforce Development

    Rick Davidson, President & CEO, Cimphoni (Interim CIO AAA Mid-Atlantic)

    Chris Murphy, Editor, InformationWeek

    Are we making it difficult for our customers to use our products or consume the services we offer? Have we put business rules in place over time that now serve as barriers to delivering great customer experiences? Hint: If instructions are required, the product or service is already broken. It’s time to “weed the garden” and get rid of processes and rules that confuse and antagonize customers.

    Rick Davidson, Interim CIO of AAA and CEO of Cimphoni, will be interviewed by Chris Murphy, Editor, of InformationWeek on simple, smart and fast ways to enrich the customer experience.

2:15 - 2:45 pm

Networking Break

2:45 - 3:35 pm

  • How to Control Risk without Impeding Innovation

    Moderator ~ Bentley Curran, VP Digital Business and CIO, Brady Corporation

    Mark Foley, Shareholder, von Briesen & Roper, s.c.

    Sherilyn Whitmoyer, Assistant General Counsel Global M&A, IT and Corporate Structure, Brady Corporation

    Ryan Olson, VP Assistant General Counsel, Corporate Legal, QBE North America

    CIO’s often see the legal review and contracting processes as impediments to innovation because they take too long and increase costs.  How do you minimize risk while achieving your innovation goals?  Join legal and business leaders for an interactive discussion on how to:

    • Identify and control the risks that will matter to your technical and economic success

    • Earn and keep customer trust by early design choices that protect data privacy and security

    • Accelerate your pace: Achieve optimum contracts in minimum time

3:40 - 4:30 pm

  • The Differentiation and Personalization Imperatives: Lessons Learned for Enriching  the Customer Experience

    Moderator ~ Kay Plantes, Principal, Plantes Company, LLC

    Sandra Bradley, Researcher, UW E-Business Consortium

    Greg Pfluger, Vice President of IS, American Family

    Michele Bedard, Vice President Marketing, Sub-Zero Wolf Inc.

    Neal Campbell, SVP and Chief Marketing Officer, CDW

    The forces of commoditization have never been stronger, placing many businesses in a chase to the bottom where price is all that matters. Here, only the lowest cost competitors succeed unless they can successfully differentiate their brand. At the same time, technology is enabling new business opportunities and unprecedented personalization, not just of communications but also the offering itself. Caught in the middle are leaders who must motivate internal partners to innovate, differentiate and personalize to protect and grow their market positions. Our panel will explore how leaders are responding to these challenges and key lessons they take away from their experience.

4:30 - 5:30 pm

Closing Reception

Contact Details:

Fluno Center:

(877) 773-5866

601 University Ave, Madison, WI 53715

PO Box 930188

Verona, WI 53593

Contact: Deb Klein,

Executive Producer

(608) 438-1006


Contact sales@wtnmedia.com for sponsorship info.


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