Wednesday, June 11th (1:30-2:15)
What Are Your Customers Telling You About Your Business Today, To Better Manage Tomorrow

• The process of "live-time" guest loyalty data gathering and analysis
• Managing business performance on a daily basis
• Best practices in reaching out to individual guests and problem resolution
• Planning the future with information gathered today

Michael Colbourn
Vice President Marketing, Sales and Communications
STOWE MOUNTAIN RESORT

Wednesday, June 11th (2:15-3:00)
Learning to See and Finding Our Voice: Creating a Customer-Centric Product Development Process at Hyundai America

This presentation will provide an overview of Hyundai’s growing US voice, in a company that plays globally. The audience will learn how Hyundai maintains a customer-centric perspective at all points in the product development process by continuing to become more proactive via work stemming from cross functional humility (via core and virtual/revolving teams), planting a US presence at Seoul HQ during the 3 month concept initiation phases, working in an off-site creative environment (a base camp or creative lab, if you will) where our target lives and plays, and allowing ourselves the overall freedom to take risk and fail.

• Learn how existing and virtual/revolving cross-functional teams work together to develop one U.S. consumer-focused voice
• Witness how executive involvement in concept development and consumer research activities can speed the development process and make our voice stronger
• Understand the critical role that a creative environment and freedom to fail can play in developing breakthrough products

Heather Kluter
Company Champion, Consumer Insights and Futuring
HYUNDAI MOTOR AMERICA