2014 Summit on Customer Engagement
February 25-26, Redwood City, CA


Bill Lee
Advisory Board
Hall of Fame

Our Sponsors

  • What Happened at the 2014 Summit

    Theme: The Other 90%
    Like our smart phones and laptops, companies use only 10 percent of the immense capabilities of their customer references and advocates. The 2014 Summit was about tapping all their capabilities.


    Customer Advocacy’s Future: Competitive Advantage or Missed Opportunity?
    by Megan Heuer, Vice President and Group Director, Sirius Decisions

    The Community Effect: Activating Customer Engagement and Advocacy
    by Wendy Lea, CEO, Get Satisfaction

    Who Loves Ya? From Stranger to BFF in Nine Easy Steps
    by Kirby Wadsworth, CMO and Jason Thibeault, Sr. Director, Marketing Strategy, Limelight Networks, authors, Recommend This!: Delivering Digital Experiences that People Want to Share (Wiley, 2014)

    Who Attended

    Customer advocacy and engagement professionals from top firms around the world—large and small—attended the 2014 Summit, including GE Health Care, Siemens, Box, Amazon Web Services, 3M Health Information Systems, Plantronics, Ariba, Intel, Landesk, VCE, Cisco, NetApp, SAP, EMC, Alcatel-Lucent, JDA Software, Oracle, Epicor, Dell, Ceridian, Neustar, Ariba and many others.

    Winners: President’s Award

    Best Presentation: General Session
    Customer Advocacy’s Future: Competitive Advantage or Missed Opportunity?
    by Megan Heuer, Vice President and Group Director, Sirius Decisions

    Best Presentation: Breakout Session

    How to Engage with Marquee Brand Customers
    by Pascale Royal, Senior Program Manager, Strategic Customers, Citrix

    Best Workshop

    Workshop: How to Talk to a CXO
    by Bill Lee, Author of The Hidden Wealth of Customers, and President, Summit on Customer Engagement

    Winners: World’s Best Customer Video Contest

    Charity Water Responsys
    Category: Budget $10,000 or less

    Miami Children’s Hospital Citrix
    Category: Budget greater than $10,000

    See winning videos in right margin.

    Our judges included the following members of our Advisory Board:
    Abby Atkinson
    Charlotte Lilley
    Pascale Royal
    Rhett Livengood
    Michael Stephenson
    Scott Acheson


    Mouse over quotes to pause.

    "This was my second year participating in this event and I really appreciated everyone’s willingness to share their experiences and lessons learned. I truly appreciate the connections I have had the opportunity to make at this conference! "
    Valerie J. Vold, RHIA
    Reference Program Manager, 3M Health Information Systems

    "It is just great to hear about different perspectives, approaches and best practices and know that you aren’t alone out there!"
    Kathy Mims
    Senior Consultant, Marketing,
    Global Customer Advocacy Program
    Verizon Business

    The Summit on Customer Engagement gave me the tools and inspiration I needed to build a customer advocacy program. I came away from the conference armed with insight, confidence, and great contacts in the industry.
    Davin Wilfrid, Marketing Manager, Intuit QuickBase

    "This is the first event in my 15 years of customer marketing that really hit the nail on the head in terms of applicable content to me in my role."

    Natalie Salser Marketing Manager, Customer Engagement, Neustar

    "This was my first Summit and delivered great value for the time I spent—and the 22 hours’ flying time from the UK. I am having trouble prioritizing which of the many great ideas I am going to implement in my program."
    Barbara Jenkins,

    "Great collaboration and sharing best practices, etc. really helps me to step back a take a look at our program, what′s working, what′s not. Things we have not thought of to date."

    Coleen Borstad, Manager, Customer References, Saba

    "The Summit on Customer Engagement gave me the tools and inspiration I needed to build a customer advocacy program. I came away from the conference armed with insight, confidence, and great contacts in the industry."

    Davin Wilfrid, Marketing Manager, Intuit QuickBase

    "The Customer Engagement Summit is THE event to attend. This was the first time I attended and was extremely impressed with the knowledge and excitement all of the presenters had around customer engagement and customer advocacy - I walked away from the event with a plethora of best practices, processes and ideas that I could easily implement and immediately act on at my organization. The best part of the event is being able to network with other professionals in the same field and continue conversations past Summit."
    Jennifer Keenan Marketing Manager SAVO Group

    "I always walk away with nuggets of wisdom and best practices. I love to share my successes with other practitioners."

    Ignacio Lalana Customer Reference Manager, EMC Corporation

    "Coming from the point of view at a startup where everything is moving so quickly and you get burnt out, it was great to take a minute to stop and think about the program. I can actually say the Summit on Customer Engagement has made it possible for me to create a reference program."
    Charlotte Lilley,
    Customer Programs Manager,
    Box (formerly Box.net)

    "It was great to have a combination of both success stories as well as philosophies & frameworks on advocacy programs. There was a mix of just starting, building, and developed advocacy programs, and everyone was extremely willing to share their experiences and follow up after the conference."

    Zack Ellis Community & CRP Manager, Apigee

    "This is a very worthwhile conference and I have always recommended it. It is well organized, informative, and attendees are all friendly and willing to share. There are no competitors, only peers looking to be better at what we do."
    Ignacio Lalana,
    Reference Program Manager,

    "I want my team to join me next year!"

    Hannah Shain Customer Programs Manager, Rally Software

    "Very worth the investment in time and budget. I always come away from the event with a new motivation level, new ideas, and an invigorated passion for my profession and a heightened respect for those of us in this field."
    Jeanne Talbot,
    Senior Customer Communications Manager,
    Lexmark International, Inc.

    "Excellent few days. Really glad I attended. Looking forward to seeing the presentations online and getting more involved with the group."
    Kelly Moran,
    Business Development & Relationship Manager,
    Fieldglass, Inc.

    "I learned a lot, was inspired, and came back with information about additional tools and options. Well organized."
    Mary Colliard,
    Corporate Marketing Manager,
    Epicor Software

    "Anyone involved with customer references would benefit from this Summit."
    Steve Kirtley,
    Customer Reference Program Manager,
    Software AG

    "I say this every time—it’s the networking! It’s great to be able to meet with peers and colleagues and exchange ideas."
    Tami Andrews
    Voice of the Customer Reference Manager, Dell, Inc.

    "The ability to network with peers was as important (maybe even a little more) as the presentations."
    Heidi Gilmore
    Customer Reference Manager, MathWorks

    "The value was unbelievable. If we’d had this knowledge when we first started, we’d be in a better place today."
    Vicki Cooney
    VP Market Development,

    "As a first-time attendee, the conference was very helpful. My colleague and I made several contacts that will help us and we look forward to implementing a few ideas we picked up!"
    Kristen Martin
    Manager, Marketing Programs,
    Blackbaud, Inc.

    "It was a terrific conference! I look forward to attending it again."
    Mary Olian
    Customer Marketing Manager,
    IBM Information Management
    Information Platform Solutions

    "Think this year was the best, really enjoyed the format and best practices shared, great networking as well."
    Lara McGurk
    Program Manager,
    Sun Microsystems

    "The interaction and enthusiasm was contagious. Everyone was very open and willing to help each other and share knowledge."
    Elana Price
    Reference Program Manager,

    "Everyone had such a great attitude of sharing and not competitive."
    Becky Roberts
    Senior Customer Reference Manager,

    "As usual, fantastic event. The growth in attendees is a testament to the value of this event for reference professionals, with great networking and open exchange throughout the conference. Thanks!"
    Kristin Hofstede
    Manager, Customer Marketing Programs,

    Charity: water: Responsys New School Marketing Spotlight

    Secure Mobility: Miami Children's Hospital Citrix