Beyond Channels: Chasing Retail Customer Loyalty
January 7, 2014
Hosted by Bonnie D. Graham
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The buzz: Wake-up, retailers! Today’s shoppers are not loyal to any one channel. They expect to browse, price, purchase, and even return items across multiple platforms and devices. Are you ready? The experts speak: Brian Kilcourse, Retail Systems Research: “The retail industry is at a true ‘reset’ moment, triggered by the rapid adoption of consumer technologies around the globe. It’s no longer about what retailers want to sell, but what consumers want to buy.” Christine B. Whittemore, Simple Marketing Now: “The biggest challenge in retail today is figuring out how to be human across all channels and expressing that in a convincing manner to customers.” Russ Hill, Jr., SAP: “Uncovering customer buying behavior is a matter of survival and a necessary ingredient that is radically changing the way business processes are orchestrated in the retail enterprise. No longer open heart surgery, but a heart transplant.” Join us for more insights on Beyond Channels: Chasing Retail Customer Loyalty.
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Game-changing technology strategies are transformational, exciting and disruptive for a reason. They shake up your status quo. They get you thinking about new ways to scale, compete and grow. They move you in amazing new directions.
Join host Bonnie D. Graham as she invites you to take an additional coffee break with game-changers for our special series on today’s business and industry trends, on Biz Buzz with Game Changers.
Learn how you can become the savvy technology innovator who takes your company across the finish line as you look ahead to the next business and industry strategy.
Bonnie D. Graham
Bonnie D. Graham has been producing and hosting live talk radio since 1998. She is the creator, producer and host of more than 25 weekly business thought leadership talk series presented by SAP under the banner of Coffee Break with Game-Changers Radio, which debuted in 2011. In a uniquely lively, unscripted roundtable discussion format, Game-Changers offers a broad range of expert business and technology insights to a global business audience.
SAP helps companies of all sizes and industries run better. From back office to boardroom, warehouse to storefront, desktop to mobile device, SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. We do this by extending the availability of software across on-premise installations, on-demand deployments, and mobile devices.
Madhur Aggarwal, VP Strategy, leads the worldwide marketing strategy within SAP’s Office of CMO. His team is chartered to champion “Voice of the Market”, help improve SAP’s competitive position in the marketplace and drive the transformation of SAP Marketing to a “best-run business”. Madhur is responsible for injecting outside-in audience perspective, defining the strategic framework for SAP’s activities from brand to demand and crystallizing the worldwide marketing priorities across 100+ countries, 25 industries, 11 lines of business and 5 product categories. He is a frequent speaker at international conferences on the Art & Science of Marketing and was recently inducted into the 40 under 40 by Brand Innovators at their Twitter Summit. His previous roles include management consulting at Booz & Company, business development at Oracle, and sales at HCL. Madhur earned an MBA from Wharton, a Master’s in Information Management and an undergraduate degree in Engineering. View Guest page
Becky Carroll is a Director in PwC’s Customer Impact Consulting group and leads the social media consulting practice in Southern California, as well as the firm’s Social Care practice. Becky helps clients define and implement strategies to drive digital customer engagement and improved customer experiences resulting in business impact throughout the social enterprise. She is the author of The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers (Wiley, 2011) on the topic of customer experience and loyalty; her book has been used as a textbook at Johns Hopkins University. She was the Social Media Contributor for the NBC TV Morning Show in San Diego and taught social media marketing at University of California in San Diego for the past five years. Becky is a recognized international speaker on the topics of social media, customer strategy, and customer service, and frequently contributes to industry thought leadership in these areas. View Guest page
Marc Cecere, VP, Principal Analyst at Forrester Research, serves CIOs. He is a leading expert in the design of IT organizations, focusing on their structures, processes, governance, and culture. Marc has helped redesign more than 120 IT shops. In addition, he tracks how services firms help transform IT organizations. Marc is formerly the CIO at Giga. View Guest page
Mike D’Urso is currently leading the Technology Integration Service Area at Deloitte in Italy, including Development Services and Platform Architecture and Infrastructure. He is the Deloitte EMEA Lead for the SAP HANA Initiative and has recently been selected to lead Deloitte “One Delivery Network” globally. Mike has more than 20 years of IT experience, including software engineering and development, SAP ERP systems, program leadership, application management services and IT outsourcing. His professional interests include mobile devices and technology. Prior to joining Deloitte in 1999, he operated in an SAP European Competence Center for an international systems integration firm. His first work experience was at a university-based research consortium, participating on what was labeled as “very large database systems” (sounds like “Big Data” ante-litteram)! View Guest page
Kris Dunn is a partner at Kinetix, but remains a VP of the HR-type who has led HR practices in Fortune 500 companies and venture capital-held startups. Kris believes the key to great talent management business results is to get great people, then do cool stuff to maximize their motivation, performance, and effectiveness once you have them in the door. He also believes all forms of HR administration should be squeezed down to the smallest amount of time possible, giving you more time to do what matters and doesn’t bore you. Professionally, he has made 3,000+ hires and 1,000+ fires, before he owned part of a recruiting firm. Kris cares so much about the art of HR that he's started two blogs with the goal of building a community he could learn from: www.hrcapitalist.com and www.fistfuloftalent.com. He's been putting his thoughts down every business day at these blogs for over six years. View Guest page
Timo Elliott is an SAP Innovation Evangelist and an international conference speaker who has presented to business and IT audiences in over forty countries around the world. A 22-year veteran of SAP BusinessObjects, Timo works closely with SAP development and innovation centers around the world on new technology directions. His popular Business Analytics blog at timoelliott.com tracks innovation in analytics and social media, including topics such as Big Data, collaborative decision-making, and social analytics. Prior to Business Objects, Timo was a computer consultant in Hong Kong and led analytics projects for Shell in New Zealand. He holds a first-class honors degree in Economics with Statistics from Bristol University, England. View Guest page
Simon Ellis leads the Supply Chain Strategies practice at Manufacturing Insights, one of IDC’s industry research companies that addresses the current market gap by providing fact based research and analysis on best practices and the use of information technology to assist clients in improving their capabilities in key process areas. Simon specializes in advising clients on supply chain network design, global sourcing (Profitable Proximity and Low-Cost Sourcing), transportation and logistics, Lean, Six Sigma and more. Prior to IDC, Simon was the Supply Chain Strategy Director for Unilever North America, the maker of such well-known products as Dove, Suave, Wisk, all, Q-tips and Vaseline. He was responsible for leading the implementation of key new technologies that impacted the future of the Unilever Supply Chain. Simon has a BA degree from Cornell University and an MBA from Columbia University. View Guest page
Dr. Volker G. Hildebrand
Dr. Volker G. Hildebrand is Global Vice President of Product Management for Customer Engagement Solutions at SAP. In his fifteen years at SAP, he has built momentum and market leadership in CRM and e-commerce in various roles and executive leadership positions in sales, product marketing, product management, business development, and product strategy. Prior to SAP, Volker was an assistant professor teaching Marketing and pioneering research in CRM. As an independent business consultant, he helped many companies drive successful CRM initiatives. He has written more than 100 articles and several books, including “The Customer Experience Edge” (McGraw Hill, 2011). Recent blogs/articles: How to Engage the Digital Customer In 2014 on forbes.com. Big Data Is Irrelevant on TheCustomerEdge. Firing On All Cylinders to Redefine CRM in SAPinsider 01/2014. View Guest page
Russ Hill, Jr.
Russ Hill, Jr., is Senior Director, SAP Global Retail Industry Marketing for Advanced Analytics. Russ has more than 30 years of experience in the retail, wholesale distribution, and data warehousing industry. With a wide variety of retail expertise in merchandising, procurement, marketing, sales, and distribution, Russ has effectively led a cross-functional team that developed a retail program of analytical and operational applications at Teradata and now at SAP. He focuses on advanced analytics for the retail and wholesale distribution industries, has written numerous articles, is a faculty member of the International Institute for Analytics (IIA), and interacts with many multinational retailers. View Guest page
Dave Holloman, IBM’s North American Value Realization Leader in the SAP Transformation Center of Expertise. brings over 20 years of leadership experience at the intersection of strategy, operations, and technology. He works with IBM clients to maximize the value of their SAP investments. His experience includes leading large, global account teams, large scale transformation programs, and bringing new innovative technologies to market. Dave is also the author of China Catalyst: Powering Global Growth By Reaching The Fastest Growing Consumer Market In The World (John Wiley & Sons, June 2013). The book is a current, comprehensive view on China’s consumer market, and provides insight into how companies can drive the next wave of global growth. View Guest page
Richard Howells has been working in the supply chain management and manufacturing space for over 20 years and is responsible for driving the market direction and positioning of SAP’s SCM solution set. Prior to joining SAP in 2004, Richard spent 15 years with Marcam Solutions where he was VP of Marketing for the companies Process ERP solutions. Richard has also implemented ERP and SCM systems at companies such as Nestle, Gillette, Colgate Palmolive, Rohm & Haas, Wyeth, Royal Worcester Spode and Dairy Crest. Richard is a regular contributor to www.forbes.com. Read his blogs at blogs.forbes.com/people/richardhowells. View Guest page
Jeff Jackson, a Director at Deloitte Consulting LLP, leads Deloitte’s Technology practice at the Cleveland office. He has more than 22 years of industry and consulting experience in IT Enabled Transformation and Supply Chain management, supporting global clients in Manufacturing, High Tech, Retail and Financial Services. His recent focus is on the development and deployment of the SAP Service Parts Management solution including Service Parts Planning and Extended Warehouse Management applications. Jeff led the development of the overall implementation strategy, deployment plan, definition and development of the global common processes, and initial implementations for the global deployment of the solution. He has led multiple large-scale SAP Transformation programs domestically and globally. Jeff’s expertise is developing implementation roadmaps to support business transformation and enabling transformation through the successful implementation of SAP technology. View Guest page
Kees Jacobs is Digital Propositions Lead for Capgemini’s global Digital Customer Experience initiative and the firm’s Global Lead toward The Consumer Goods Forum. He has a long track record of working on digital initiatives in both B2C and B2B domains with leading retailers and manufacturers around the world, such as Ahold, Carrefour, Tesco, Unilever, and Philips. He is co-author of many industry reports that relate to retailer and manufacturer collaboration and eBusiness. Since 2006, Kees has led the Future Value Chain program of The Consumer Goods Forum, a global industry platform driven by the top-50 CEOs in the consumer goods and retail industry, bringing a collective vision that ensures the CP&R industry continues to meet the needs of shoppers and consumers in a changing world. Currently, Kees leads the Consumer Engagement Principles program of TCGF, involving executives of most leading consumer goods and retail companies. View Guest page
Dave Jordan is Vice President of the Transformation Practice, Enterprise Solutions at Tata Consultancy Services (TCS). Dave has more than 25 years of experience helping market-leading companies get breakthrough, game-changing results through SAP initiatives. In his current role, he leads a team of seasoned consultants that partner with clients to help them transform their businesses by delivering strategic, end-to-end business consulting combined with unparalleled technology excellence. Prior to his time at TCS, Dave served as a Lead Partner in SAP Services for other consulting leaders like IBM/PwC and Accenture. Dave regularly presents at the world’s largest conferences and leads discussions around transformation engagements with TCS’ global alliance partners like SAP View Guest page
Adel Khan is a Principal at the SAP Center of Excellence in Fujitsu America. He works with customers to help them adopt appropriate technologies to make their vision a reality. Adel contributes to Fujitsu's thought leadership in the Manufacturing space. A former Solution Principal at the Manufacturing Center of Excellence of SAP North America, Adel spent over seven years in various capacities including the Solution Management of a Lean Scheduling & Kanban Planning application. He has more than 20 years of experience in IT enablement, Supply Chain and Manufacturing process optimization. View Guest page
Paul Khanna, Deloitte’s Solution and Innovations practice global lead for SAP/SuccessFactors, was “born a business consultant.” Starting an IT consulting business at age 16, he helped companies improve IT operations by optimizing how people interacted with technology. Fast forward 25 years, he’s built an international career at Deloitte doing just that for the Fortune 100 and those just looking to break even. As a Principal in Deloitte’s Human Capital practice, Paul focuses on broad HR Technology integration. He was one of the first consultants to look at HR technology from an end-to-end perspective – beyond just “hire-to-retire”, but “customer-to-advocate”, and developed the HR FastForward methodology at Deloitte to bring business-led transformation perspectives to HR systems implementations. In his current role, Paul identifies the technology opportunities clients should take advantage of and how they will continue to evolve and shape an organization’s capability. View Guest page
Brian Kilcourse is the co-founder and managing partner of Retail Systems Research LLC (RSR), focused on delivering research, strategies, and knowledge for the extended retail industry. RSR has advisory relationships with best-known technology companies, including Cisco Systems, SAP, IBM, Toshiba, SAS, Manhattan, and JDA. In addition to authoring research reports on omni-channel retailing, supply chain, customer data security, business intelligence and analytics, mobility, IT governance, workforce management, services-oriented architectures, and software as a service (SaaS), Brian has led training seminars on selling technology value to retailers. Before RSR, Brian was CEO of Retail Systems Alert Group, a Boston-based research and events company, and advised technology companies on go-to-market strategies. He served as SVP and CIO at Longs Drug Stores (1993-2002) and Applications Director (1983-2002), during which time Longs was selected as InformationWeek’s #1 retail IT shop. View Guest page
Mike Kosonog is a Detroit-based partner in Deloitte’s Audit and Enterprise Risk Services practice with more than 18 years of internal controls, security, and compliance experience in a variety of sectors and, in particular, energy and resources, and consumer and industrial products. Mike has a broad base of experience from serving clients in external audit, internal audit, and consulting/advisory roles for clients. His area of specialization revolves around risk control and compliance. He has deep experience in assessing and reviewing control environments, addressing critical client remediation needs, providing recommendations, and supporting numerous compliance initiatives. Mike is currently serving as Deloitte’s National Alliance Leader for SAP Governance, Risk, and Compliance (GRC). View Guest page
Dan Lahl, Vice President of Product Marketing at SAP, has been in high tech for over 30 years, with extensive experience in data management, data warehousing, and analytics. While at SAP Dan has led emerging technology initiatives, including Data Integration, Data Grid, Cloud Computing, and Mobile BI. Dan is currently focused on growing SAP’s in-memory and extreme transaction data management business. He has degrees from the Haas School of Business at U.C. Berkeley and Trinity Evangelical Divinity School. View Guest page
Anthony Leaper is responsible for business development of SAP’s Social Collaboration product, specializing in how it relates to the customer experience space. A software, marketing and sales enthusiast, Anthony has “a personal, almost manic, bias to exceed customer’s expectation”, matured from nearly 30 years of experience in developing systems for improving customer relationships. Previously, Anthony was responsible for SAP’s CRM Solution Management, pushing innovation to deliver vision and capabilities focused on helping businesses improve their customer’s experiences. A founding member of Siebel Systems from 1997, Anthony became universally recognized as a leading authority on CRM technology and architectures, and developed his passion for “aligning the art of how people want to interact with people, to the science of technically what’s possible.” View Guest page
Alan Lepofsky is Vice President and Principal Analyst at Constellation Research. With almost two decades of experience in the software industry, Alan helps organizations understand how to develop, purchase, and implement collaboration solutions. Rather than evangelizing how social software can change the way people work, Alan instead focuses on how organizations can improve their existing business processes by providing access to the colleagues, content and communities that can help people get their work done more effectively. View Guest page
Matthew Littlefield, co-founder, President and Principal Analyst for LNS Research, has spent his career focused on helping manufacturing executives improve their operations through better leadership, business process, and technology capabilities. At LNS, Matthew oversees the overall research agenda and works with many of the world’s leading manufacturers, including Whirlpool, Newell-Rubbermaid, Harley Davidson, Alcoa, Starbucks, to move their manufacturing and quality operations forward. Prior to LNS, Matthew led the Aberdeen Group’s manufacturing research practice for five years, benchmarking hundreds of companies’ manufacturing operations and making actionable recommendations to improve. He began his career on the plant floor working for global manufacturing companies like Unilever and Hood’s Dairy, and developing his passion for manufacturing and continuous improvement. He holds a Masters degree in Industrial Engineering from the University of Massachusetts. View Guest page
Michael Lortz leads SAP’s Global Governance, Risk, and Compliance Product Marketing team. His team is responsible for crafting and delivering the positioning and messaging; collateral and sales tools; and thought leadership and demand generation marketing programs for SAP’s GRC portfolio. Having been in the GRC field since 1998, Michael has worked with customers on a broad range of risk, compliance, control, and security projects. An expert and a patent holder in the field of continuous monitoring for fraud and misuse, Michael has over 24 years of enterprise software experience. He has worked for enterprise software companies during his entire career. View Guest page
Craig Macdonald is a Managing Director with Accenture Interactive’s Marketing Data Management and Data Monetization Practice. Craig has extensive experience working with the world’s largest advertisers, helping them build next generation infrastructure for the management of their global marketing and media programs given the challenges of the 21st century. His work encompasses helping marketers build measurement, analytics, and process frameworks to better manage marketing and media data through dashboard and reporting systems, attribution and ROI modelling, and driving robust, data-driven customer engagement models to improve sales results for marketers across all customer touch points. Before joining Accenture, Craig was Senior Director of Marketing for Microsoft’s Bing Ads search platform. Prior to that, he worked at Google, Covario, Hewlett Packard, Fair Isaac, and Gartner Group. Craig holds an MBA from New York University and a BS in Engineering from University of Pennsylvania. View Guest page
Dr. Paul Marsden
Dr. Paul Marsden is a consumer psychologist who helps brands better understand consumers and their emotional needs. Using online psychological techniques developed for his PhD, Paul co-founded Brainjuicer, now a leading international brand communications research agency. A popular speaker, Paul is the author of the Connected Marketing and The Social Commerce Handbook. He is also a fanatical follower of the Miami Heat. View Guest page
Michael Miscisin is a leader in Ernst & Young’s Social Media and Customer Analytics practice. He has nearly 20 years of experience delivering social media, digital strategy, customer analytics, multichannel self-service and marketing, and customer insight projects to increase customer reach and profitability while reducing cost-to-serve and risk in a wide range of industries. Michael has spoken at the Internet Marketing Association Conference, ISAACA and CAE Roundtables, and at SAS Global Forum conferences. View Guest page
Holger Mueller is a Vice President and Principal Analyst at Constellation Research Group for the fundamental enablers of the cloud, IaaS, PaaS, with forays up the tech stack into BigData and analytics, and sometimes SaaS. He provides strategy and counsel to Chief Information Officers, Chief Technology Officers, Chief Product Officers, investment analysts, venture capitalists, sell-side firms and technology buyers. Prior to Constellation, Holger was VP of Products for NorthgateArinso, a KKR company; Chief Application Architect with SAP; VP of Products for FICO; and worked for Oracle in various management functions. Earlier in his career, he worked for SAP, starting the products suite that is currently SAP CRM, and worked in the Office of the Chairman for Hasso Plattner. Holger started his career with Kiefer & Veittinger, which he helped grow from a startup to Europe’s largest CRM vendor from 1995 onwards. As a native European, he speaks six languages. View Guest page
Frank Niemann, Principal Consultant, Software Markets, PAC (Pierre Audoin Consultants) Germany, has been working in the SITS industry for 15 years and joined the PAC team in January 2010. Frank leads PAC’s SITSI® software research for Germany, Austria and Switzerland. Previously, he was Managing Editor at IT magazine Computerwoche with a specialization in business applications. His areas of expertise are application software; infrastructure software and tools: BI, CRM, ERP, SCM; service-oriented architecture (SOA); enterprise content management/DMS portals; and software solutions for the SMB sector. Previously, Frank served as Managing Editor at Computerwoche (IDG Business Media), specializing in business applications, content management, and BI in Munich, Germany; and as Editor at Gateway magazine (Heise Verlag), specializing in network operating systems and network management in Munich. View Guest page
Bob Parker is a group vice president at IDC, responsible for the research direction at IDC Manufacturing Insights and IDC Retail Insights. These industry business units provide global, fact-based research and analysis on best practices and the use of information technology that helps clients improve their capabilities in key process areas. Bob blogs regularly in the IDC Insights Community (http://idc-insights-community.com). Before IDC, he served as a research vice president at AMR Research, launching the most successful new program in the company's history - e-commerce research. Previously, Bob was Managing Director at TDI, a technology-based company that included distribution, systems integration, and Internet Service Provider (ISP) business units. He was also corporate CIO at Eastern Technologies, a manufacturer serving the defense and commercial vehicle industries, and division CIO at the Acoustic Research business unit of International Jensen. View Guest page
Chuck Pharris, Director, Manufacturing Solutions Marketing at SAP, has over 15 years of experience in manufacturing industries, driving sales and marketing at a large controls systems company, overseeing corporate-wide refinery automation and supply chain management at large integrated national petroleum company, and conducting research for the US Department of Energy. He has worked in all areas of petroleum supply chain including risk management and trading analysis, crude supply, product distribution, logistics, and refinery processing and automation. Chuck communicates manufacturing and economics news on twitter @chuckpharris. View Guest page
Frank Platt is a Senior Director for SAP in the solutions area, Line of Business–Manufacturing. He joined SAP in 2005 as a part of the acquisition of Lighthammer, now known as SAP MII, where he served as VP of Sales and Marketing from its inception. Prior to Lighthammer, Frank served in sales, marketing and management roles for a number of leading plant automation solution providers, including ABB, Bailey Controls, and Leeds and Northrup. Frank has a deep background in sensors, controls, process automation, and enterprise software. His current activities support the SAP Idea to Performance strategy, leveraging the integrated SAP approach to design, engineering, manufacturing, and operational excellence. View Guest page
Prakash Santhana, Director, Deloitte Financial Advisory Services LLP, leads the fraud management practice for payments, banking, and securities. He has worked in the fraud/risk management groups of large credit card issuers and payment startups for over 20 years. Prakash has extensive experience in the types of fraud committed and the analytics required to detect fraud at the point of sale, including credit and debit card fraud, ACH fraud, check fraud, online fraud, and online application fraud. Previously, he managed global fraud reporting and analytics for one of the largest global credit card networks and was responsible for issuer fraud mitigation, acquirer compliance, and account compromise detection. View Guest page
Penny Silvia, SAP HANA & Analytics Leader, Global CoC at IBM, is acknowledged a leader in the SAP Business Intelligence space. With her technical abilities and business acumen, she is able to help C-level through to developers and business users to understand the challenges of the others – and work together to build solutions all sides can agree upon and view as a success. Penny has held multiple leadership positions at organizations large and small, acquiring more than 15 years of SAP systems design and implementation experience. Beginning her SAP career on the client side–and dealing with a large, complex and intimidating implementation–allows Penny a perspective few can deliver: understanding the challenges to the user, IT, and management. She has always held client-facing positions ranging from business development and pre-sales support, solution development, on-site consulting, and training / knowledge transfer to team members and client personnel. View Guest page
Todd R. Smith
Todd R. Smith is a director in PwC’s SAP Applications group, with over 20 years of industry experience and expertise in strategy, planning, rationalization, and implementation of programs that support strategic business transformation. He has a deep functional and process knowledge of supply chain operations, sales processes, and service processes, including S&OP, procurement, configure/price/quote, sales, professional services, installed base management, warehouse management, logistics, international trade compliance, return & repair processing. His experience includes both domestic and international projects. Todd has worked in industries including high tech, high tech manufacturing, medical device, and healthcare providers. He is skilled in program operations/governance and has completed multiple full life-cycle implementations of SAP, completing net-new and upgrade projects with SAP. View Guest page
Will Staney, Director of Recruiting and Strategic Programs at SuccessFactors, an SAP company, leads the development of SuccessFactors’ overall online recruiting marketing strategies, employer branding, and strategic talent acquisition programs. An influential voice in the HR and recruiting space, Will regularly speaks on new media marketing, recruiting strategies, and employer branding. Prior to SuccessFactors, he served as talent acquisition web strategy manager at VMware, responsible for building and implementing the corporate Employment Web Marketing and Social Recruiting Strategy. He led the program that trained the entire global staffing team and implemented social media strategy and adoption throughout the organization, dramatically changing how VMware finds top talent and spreads awareness of their employer brand online. His speaking appearances include Linkedin Talent Connect, HR Technology Conference Europe, Bersin IMPACT, and TalentNet Social Recruiting Conference View Guest page
Vincent Walden is a Partner with Ernst & Young’s Fraud Investigative and Dispute Services practice and is based in New York. His focus area is in forensic technology, investigations, eDiscovery, and anti-fraud analytics, where he leads a national team of skilled forensic technology professionals. Vincent has over 17 years of experience handling the information management, forensic analysis and electronic discovery needs for large scale, complex litigations, investigations, and proactive anti-fraud and compliance programs where he integrates big data concepts utilizing both structured and unstructured data sources. A CPA and a Certified Fraud Examiner, Vincent has written several publications featured in ABC News Online, The Economist, FRAUD Magazine, Internal Auditor Magazine, and Compliance Week, among others. He is teaching a half-day course on anti-fraud analytics at this year’s Association of Certified Fraud Examiner’s Global Annual Conference. View Guest page
Christine B. Whittemore
Christine B. Whittemore is Chief Simplifier of Simple Marketing Now LLC, an inbound marketing strategy consultancy helping organizations get found online using social media and content marketing. An active social media enthusiast, in 2006 Christine established her marketing blog, Flooring The Consumer, about the retail experience and marketing to women. It is listed in the AdAge Power 150 and the BuyerZone Top 20 Business Marketing Blogs. She also publishes the Content Talks Business Blog, offering online marketing advice and best practices. Christine writes about the customer retail experience as a columnist for Floor Covering Weekly, a Hearst publication, and contributes to MarketingProfs and the Content Marketing Institute. She serves as co-president on the Columbia Business School’s Alumni Club of New York Board of Directors and is a member of the Surfaces Education Advisory Council. View Guest page
Svend Wittern is Head of Operations for SAP Business Suite on HANA Go-to-Market and drives the introduction of new solutions into the market. Until last year Svend was Vice President in the Corporate Strategy Group of SAP with focus on driving SAP strategic steering model and identification of new market segments. Before that he was responsible for the worldwide marketing of SAP Consulting (now SAP Services). He joined SAP in 1999 through the acquisition of Kiefer & Veittinger a CRM Software company. View Guest page
Mike Yost is President of MESA International, a global, not-for-profit industry association. He brings over 25 years of industrial, commercial, and management experience to this role. Mike has held various leadership roles in automation and industrial software businesses, including Manufacturing Solutions Leader for GE-Intelligent Platforms’ Production Management Software business, and commercial positions with Activplant Corporation and Rockwell Automation. He has specialized in the Manufacturing Execution (MES), Manufacturing Intelligence (EMI) and Operations Management software arenas since 1999. For the past two years, Mike has led MESA International to improve its ability to help manufacturers make sense out of the role of modern information technologies in their manufacturing operations. He holds a B.S. degree in Industrial Engineering from Pennsylvania State University. His affiliations include MESA International and the Smart Manufacturing Leadership Coalition. View Guest page