Bloomberg Growth Summit

9:00 AM EDT – Welcome and Opening Remarks

• Carol Massar, Anchor, Bloomberg Businessweek TV & Radio

9:05 AM EDT – In Conversation With: Scott Mills, President & CEO, BET

Scott M. Mills is the President and CEO of BET, the nation’s leading provider of quality content from Black creators. Since his appointment in 2018, Scott has sparked invaluable change that structured and positioned the legacy brand for future success in a rapidly evolving media landscape.  Scott will share how he expanded the BET brand well beyond the framework of a traditional cable network, into the multi-platform media powerhouse that it is today.

• Scott Mills, President & CEO, BET
• Carol Massar, Anchor, Bloomberg Businessweek TV & Radio

9:30 AM EDT – Workforce Transformation: Creating a Customer-Centric Culture

Companies have many concerns – profit, safety, regulations, competition.  The customer can sometimes drop out of view.  Centering the customer throughout the business doesn’t happen automatically.  These panelists will share their journeys in creating a customer-centric workforce, including strategies, best practices, and outcomes.

• Tiffani Bova, Global Customer Growth & Innovation Evangelist, Salesforce
• Derek Gordon, Chief DE&I Officer, Colgate-Palmolive
• Bunita Sawhney, Executive Vice President, US Financial Institutions, Mastercard
• Moderator: Janet Wu, Anchor & Reporter, Bloomberg

9:55 AM EDT – JobsOhio Sponsor Spotlight: Model for Growth – Ohio’s Competitive Advantage

• Andrew Deye, Vice President, Strategy, JobsOhio

10:00 AM EDT – The Art of Anticipation

The most successful companies know their customers well enough to not only meet their needs but anticipate them. This includes how and when to deliver a product or service as well as what is needed. These panelists will share how they know when to reach out to a customer, how they know what’s needed, and how they determine the mode of interaction.

• Nick Caton, Chief B2B Officer, AB InBev
• Mark McCombe, Senior Managing Director, Chief Client Officer, BlackRock
• Naz Vahid, Managing Director & Global Head, Citi Global Wealth at Work
• Moderator: Katie Greifeld, Anchor & Reporter, Bloomberg

10:25 AM EDT – Morning Break

10:45 AM EDT – Customer Service as a Driver of Growth – Leisure

High-touch customer service can be very expensive, but it’s not as expensive as getting new customers. A loyal customer base is the foundation for a long-term growth strategy. Innovative approaches to customer service are the differentiator between a thriving company and a mediocre company.  These panelists will share processes and techniques for ensuring a delighted customer base.

• Camilo Durana, Executive Vice President, Club Services and Fan Development, Major League Soccer (MLS)
• Haris Khan, Vice President of Operations Services, Chipotle Mexican Grill
• Moderator: Taylor Riggs, Anchor, Bloomberg Television

11:10 AM EDT – Customer Service as a Driver of Growth – Business

High-touch customer service can be very expensive, but it’s not as expensive as getting new customers. A loyal customer base is the foundation for a long-term growth strategy. Innovative approaches to customer service are the differentiator between a thriving company and a mediocre company.  These panelists will share processes and techniques for ensuring a delighted customer base.

• Holly O’Neill, President, Retail Banking, Bank of America
• Kristine Poznanski, Executive Vice President, Head of Global Business Solutions, MetLife
• Moderator: Caroline Hyde, Anchor, Bloomberg TV

11:35 AM EDT – The Development Process: Partnering with the Customer – Services

Services can feel very personal, whether it is a shopping experience, banking or a form of recreation.  The point of any service is to enhance people’s lives by providing them with convenience, saving them time and/or money, or providing an enjoyable business or leisure experience.  These panelists will share how they stay in touch with their customers as they develop new services to make sure that technical innovation results in a great experience.

• Arpan Podduturi, Vice President of Product, Shopify
• Samantha Ryan, Senior Vice President & Group General Manager, Electronic Arts
• Lili Tomovich, Chief Marketing Officer, Barclays US Consumer Bank
• Moderator: Anurag Rana, Technology Analyst, Bloomberg Intelligence

12:00 PM EDT – The Development Process: Partnering with the Customer – Products

The typical order of events is to develop a product and then market it to potential customers.  Some companies are  upending tradition by bringing customers into the development process, and often in the very beginning.  These panelists will share how partnering  with customers throughout the product development process helps to grow the customer base and ensure customer satisfaction.

• Sokwoo Rhee, Corporate Senior Vice President for Innovation, LG Electronics, Head of LG NOVA
• Tom Rivers, Vice President of Global Marketing, Automotive, HARMAN
• Lisa Abramowicz, Co-Host, Bloomberg Surveillance

12:25 PM EDT – Lunch

Click here for real-time transcription of this session.  Please excuse any typos.  The final transcription will be available in this page after the event concludes.

1:45 PM EDT – Customer Growth: The Ethical Approach

There has been heavy scrutiny lately of the ways in which companies collect and use customer data and the role of artificial intelligence.  Certainly, customer data is vital.  The questions are in regard to transparency on what is collected,  the customer’s ability to control what information to share and for what purposes, and how to ensure that there are no harmful biases inherent to the collection and interpretation of customer information.  These panelists will share their approaches to ensuring an ethical use of customer data and why that is important to growing the customer base.

• Siobhan Fitzpatrick, Chief Digital & Marketing Officer, Virgin Atlantic
• Mihir Shah, Head of Enterprise Data,Fidelity Investments
• Moderator: Tim Stenovec, Anchor, Bloomberg Quicktake & Bloomberg Radio

2:10 PM EDT – Sustainability as a Growth Strategy

Customers are increasingly expressing concern about the sustainability practices of the companies with which they do business.  It is now a matter of customer satisfaction and competitive differentiation.  All things being equal, sustainability can determine which company a customer will choose.  These companies will share how sustainability and lower carbon solutions are integrated into their business processes and how this is communicated to customers.

• Niki King, Head of Sustainability, Unilever, North America
• Manish Misra, Vice President, Strategy & Integration, New Energies, Chevron
• Jonah Smith, Global Head of Environmental Social Governance & President of the Kraft Heinz Foundation, The Kraft Heinz Company
• Moderator: Scarlet Fu, Anchor, Bloomberg TV

2:35 PM EDT – In Conversation With: Anton Vincent, President, Mars Wrigley North America

Founded in 1911, Mars, Incorporated is one of the largest food companies in the world, with 72,0000 people in over 70 countries.  Anton Vincent serves as President, Mars Wrigley North America, the largest subsidiary of Mars Inc. Anton is accountable for all aspects of the multi-billion dollar treats and snacks manufacturer which includes Chocolate, Gum, Mints, Fruity Confections, Salty Snacks, Ice Cream, licensing, all related channels, businesses and manufacturing supply for 21 affiliate countries. Iconic brands managed by Anton include Snickers, Twix, M&M’s, Skittles, Orbit Gum, Dove, Starburst, Combos and Milky Way. Anton will share some history and his strategies for fostering growth for a mature company in an inflationary economy.

• Anton Vincent, President, Mars Wrigley North America
• Moderator: Carol Massar, Anchor, Bloomberg Businessweek TV & Radio

3:00 PM EDT – Afternoon Break

3:20 PM EDT – Making it Possible: Technology

In the past couple years, there have been technological advancements to facilitate every aspect of business from product development to marketing and customer service.  There are new ways to apply the latest advancements in artificial intelligence, sensing technology, and automation for every sector.  Customer service is one of the fastest growing applications of advanced technology.  Companies have learned that the better you service your customers the faster your company can grow, and are investing in technology at record rates.  These panelists will share how they leverage technology to provide an optimal customer experience.

• Nicole Rafferty, Senior Vice President, Customer Care, AT&T Services
• Sriram Raghavan, Head of AI Research, IBM
• Sami Siddiqui, President, Popeyes Louisiana Kitchen
• Moderator: Brody Ford, Reporter, Bloomberg

3:45 PM EDT – In Conversation With: Tony Vinciquerra, Chairman & CEO, Sony Pictures Entertainment

Sony’s Motion Picture Group comprises Columbia Pictures, Screen Gems, Tristar Pictures, 3000 Pictures, Sony Pictures Classics, Stage & Films, AFFIRM Films, and Sony Pictures Animation. Films produced by the studio include the Spider-Man franchise, American Hustle and The Social Network.

Sony Pictures Television is one of the industry’s leading content providers and produces and distributes programming in every genre, around the world for a multitude of platforms. Tony will discuss the changes in the entertainment industry over the past few years, Sony Pictures Entertainment’s successful growth strategy, and what he sees as the path forward for continued growth.

• Tony Vinciquerra, Chairman & CEO, Sony Pictures Entertainment
• Moderator: Carol Massar, Anchor, Bloomberg Businessweek TV & Radio

4:10 PM EDT – In Depth with Lucas Shaw: The Future of the Entertainment Economy

After a period of explosive, disruptive growth, entertainment and technology companies are in a pitched battle with one another to develop direct relationships with customers, setting off a new wave of transformation in the entertainment industry. What’s next in the battle for attention, eyeballs and dollars? Who wins and who loses?

• Lucas Shaw, Head of Media and Entertainment Coverage, Bloomberg
• Moderator: Mark Miller, Global Editor, Bloomberg Live

4:20 PM EDT – Closing Remarks

• Carol Massar, Anchor, Bloomberg Businessweek TV & Radio

Click here for real-time transcription of this session. Please excuse any typos. The final transcription will be available in this page after the event concludes.