Agenda & Speakers

Eric Bruce, Head of Visitor Experience, Minneapolis Institute of Art

Eric Bruce leads the Minneapolis Institute of Art's (Mia) Visitor Experience initiatives and the museum’s cross-functional “My Mia” project, focused on building brand loyalty through programming, onsite CX design, ticketing & CRM system development, and communications strategy. Eric has worked in the field of Arts and Entertainment for 15 years. He holds a B.A. in Music, an M.A. in Arts and Cultural Management and is a Fellow at the Getty Leadership Institute.
 
Over the last 10 years attendance at Mia has doubled, and Mia’s new “pay-what-you-can” experience-centered membership strategy has increased member conversion (at a museum with free admission) from 3% to 11%, with an average gift of $98 and a member NPS of 89. 

Esi Davis, Senior Brand Manager, Nestlé Skin Health

Esi Glakpe Davis is an experienced product innovator, passionate about consumers and connecting them to products designed to meet their needs. In her role as Senior Brand Manager for Nestlé Skin Health, she directs marketing and sales strategies for the Aesthetic & Corrective Business Unit, overseeing the growing ASPIRE consumer rewards & loyalty program, consumer and field marketing activities and digital presence. 

Before joining Nestlé Skin Health in 2015, Esi spent 10 years at Procter & Gamble in Research & Development Family Care and Marketing & Brand Management in the Hair Care & Color division.

Esi holds a Master of Business Administration from University of Chicago Booth School of Business and Bachelor of Science in Chemical & Biomolecular Engineering from the Georgia Institute of Technology.

Esi currently resides in Fort Worth, Texas with her husband. She loves to travel and watch movies.

Yelena Ovando, Marketing Advisor, FedEx Services

Matt Stewart, Director of Wine Club Marketing, Cooper's Hawk Winery and Restaurants

Passionate about leveraging data to provide an enhanced customer experience and increased engagement with the brand, Matt Stewart is currently the Director of Wine Club Marketing for Cooper’s Hawk Winery and Restaurants. In this position, Matt oversees all marketing strategy, operations and analysis for the largest Wine Club in the country. Leveraging over ten years of strategic management experience in loyalty programs, marketing analytics, and CRM in both the hospitality and retail sector, Matt is consistently using best practices to increase engagement from Wine Club Members. Prior to joining Cooper’s Hawk, Matt held leadership positions at Sears, Caesars Entertainment and MGM Resorts. He earned an MBA from the University of Pittsburgh, and a Bachelor of Arts degree from the University of Northern Colorado.

Michelle Proctor, Director of Marketing, FedEx Services

In Michelle’s 23 years at FedEx, she’s been the lead in building successful teams responsible for developing market development strategies for many areas within FedEx to include: Catalog, Market Segmentation, Automated Solutions, www.fedex.com and most recently Innovation. As the Director of Innovation, Michelle has been instrumental in the creation of the SenseAware® platform including product development, sales, alliance program, customer experience management, research, branding and software interface. She has been the lead on the co-creation effort and the SenseAware® Customer Councils. Michelle is a people focused leader and is passionate about people development. So much so, that she was selected to lead the FedEx People First initiative aimed at creating programs targeted towards employee development and leadership.

Prior to FedEx, Michelle worked at Smith & Nephew in the International Marketing Department developing their international marketing campaigns and go to market activities. Michelle holds a B.A. and Executive M.B.A. from the University of Memphis. She is the recipient of numerous awards including having the distinction of being a two time winner of FedEx’s most prestigious honor- the Five Star award. She serves on the FedEx Women’s Network and is the Executive Chair of The Conference Board’s Council of Innovation, an Advisor to the 3M Master Innovation Class and serves as an industry thought leader as part of the Mack Institute for Innovation Management's exclusive research network. Michelle is also extremely active in the local Memphis community and provides leadership for initiatives designed to improve the city’s development and prosperity.