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Tuesday
03:00 PM - 06:30 PM | |
Tuesday
03:30 PM - 03:50 PM | |
| Who will carry the CRM torch in your enterprise? Can you focus on something called the “Customer Relationship” in a world of Big Data, Social Media, Mobile Computing/Tablets, Cloud Computing and the Internet of Things? Tying the big themes back to what really matters: building profitable relationships with customers – the essence of CRM – back into focus under the theme “CRM” will be a key challenge. If the enterprise misses the forest (CRM) from the trees (current hype), customers will walk away. We look at who should care, and whose jobs will be at risk, on the CRM journey. |
Tuesday
03:50 PM - 04:10 PM | |
| This short presentation will introduce the framework of The Eight Building Blocks of CRM, the renowned Gartner framework for managing your CRM initiatives. Gartner research a decade ago found that those organizations who have a strong grip on all Eight Building Blocks are substantially more successful than those with only a partial view. This session explains why. |
Tuesday
04:10 PM - 04:30 PM | |
| CRM itself is an acronym with many different meanings. Terms and acronyms are abundant for CRM initiatives often leading to market confusion. In this presentation, we define CRM and the plethora of terms and acronyms representing CRM across sales, marketing, customer service and customer experience management. |
Tuesday
04:45 PM - 05:05 PM | |
| Uncertainty in the economy has many organizations pondering about investing in CRM. This session will give a quick look at what organizations planned for 2012 and what they are planning for CRM in 2013 and beyond. |
Tuesday
05:05 PM - 05:25 PM | |
| CRM is always changing. Today's hot area is quickly replaced by the next area, and strategies require constant adjusting. We will look at some of the hot trends that you will need to be looking at in order to keep your CRM strategy up to date. |
Tuesday
05:25 PM - 05:45 PM | |
| A reasonable question for a CRM project leader is if, “There is a CRM Market, Why isn’t there a CRM Magic Quadrant?” In this session, we will layout the reasons a CRM market quadrant does not exist, and provide further guidance on understanding best practices for using Gartner’s CRM related magic quadrants. |
Wednesday
07:00 AM - 06:00 PM | |
Wednesday
07:15 AM - 08:15 AM | |
| The fastest way to discover what CRM solutions and services you can explore at Customer 360. Brief 60 second overviews from each of our sponsors - providing just enough information to help you net out who you should meet with first. |
Wednesday
08:30 AM - 09:30 AM | |
| Empowered customers with elevated expectations are stimulating new ways for organizations to compete and build lasting profitable relationships. Organizations want to know how to capitalize on this shift while still leveraging past customer relationship management investments. This keynote will discuss how to build customer relationships that last and create value for the customer and the organization, how to use a growing supply of data to understand customers better, how to better engage customers at the right time and with the right messages, and how to pull it all together to deliver great customer experiences that benefit the customer and the organization.
Then join Gartner and 1to1 Media as we recognize and celebrate the winners of the 2013 CRM Excellence Awards. Don't miss this opportunity to meet these award-winning organizations and learn what makes their CRM programs successful.
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Wednesday
09:30 AM - 09:45 AM | |
| Gartner and 1to1 Media will recognize and celebrate the winners of the 2013 CRM Excellence Awards. Don't miss this opportunity to meet these award-winning organizations and learn what makes their CRM programs successful. |
Wednesday
10:15 AM - 11:00 AM | |
| At leading enterprises, a relentless focus on the customer and delivery of satisfying customer experiences is generating remarkable customer loyalty, revenue growth and increased valuations. Deriving these benefits requires a customer-centric, outside-in approach throughout the enterprise that focuses on a customer experience (CX) value chain. This session provides key guidelines and prescriptions to achieving this CX-centricity.
-What is a customer experience, and how is its improvement measured?
-Which projects will deliver the most positive customer experiences?
-Which technologies and vendors are best for helping to improve the customer experience?
-How will customer experience management evolve through 2020?
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Wednesday
10:15 AM - 11:00 AM | |
| IT and customer service leaders are rethinking the role of customer service in response to CEO directives and new customer expectations that trace back to social media adoption and an increasingly mobile customer. This session looks at transformational customer support processes, with consistent customer treatment across departments. We present and prioritize the top CRM customer support applications for the customer-centric enterprise, and how to measure the success of a cross-channel support team.
-What key social and technology trends will disrupt the way your business delivers customer service and support?
-How will customer service organizations prioritize CRM projects among competing demands from marketing, the mobile and social customer, and the expectation of a consistent customer experience?
-Which cloud-based technologies and vendors will drive best-in-class customer service?
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Wednesday
10:15 AM - 11:00 AM | |
| The marketing mix continues to expand, but marketing budgets remain tight. High-performance B2B and B2C focused marketing organizations will have to decrease marketing costs while driving top-line growth. This presentation provides guidance on how to increase return on marketing investment (ROMI).
-How do you improve the top line and drive increased revenue from marketing?
-How do you manage the bottom line for marketing and decrease marketing program costs?
-How do you manage marketing performance and calculate ROMI?
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Wednesday
10:15 AM - 11:00 AM | |
| Sales organizations are facing a number of simultaneous disruptive forces threatening to make current deployments of limited use. This presentation will explore the combined impact of mobile, social, cloud, and big data on SFA applications and vendors.
-How will Mobile, Social, Cloud, and Big data invalidate your current sales strategies through 2016?
-How will sales organizations adapt their applications strategy to leverage disruptive technology forces?
-How will CRM Sales vendors evolve to support -Mobile, Social, Cloud, and Big Data?
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Wednesday
10:15 AM - 11:00 AM | |
| A lot is changing in the world of CRM, all at the same time. Social media, mobile, big data — it all seems to be coming at a faster and faster rate. The problem for many firms is that they have just started to adapt to one when a new trend hits. It’s better to step back and start to envision a future state for your firm, and then figure out how you will get to it. In this session, we talk about what your firm might look like seven years from now, and how that will help you navigate all the simultaneous changes.
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Wednesday
11:30 AM - 12:30 PM | |
| As the business landscape changes, leaders must foster a steady stream of disruptive strategies and unexpected solutions to stay ahead. To thrive, executives and entrepreneurs need to rethink the habits that have made them successful, and challenge the conventional wisdom and industry models that have defined their world. Through this entertaining keynote, we uncover new ways to make your organization more creative, innovative and profitable. But, more so, we help your employees to see the need to become better storytellers within and outside your organization.
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Wednesday
12:30 PM - 02:30 PM | |
| Get to know your fellow attendees, including the winners of the 2013 Gartner and 1to1 Media CRM Excellence Awards, over lunch before you visit the Showcase. Attendees are invited to join informal discussion, networking and best practice sharing with peers. Award winners and corresponding table numbers will be posted at the entrance to lunch. Networking at tables grouped by industry is also available at this function. Select a table and join the conversation. |
Wednesday
12:30 PM - 01:15 PM | |
| Given all that we know about our customers, it is important to get closer to them more than ever before, analyzing every interaction, transaction and channel to build a detailed picture. Only when you’re this close to your customers can you predict, understand and adapt to their needs in real time, creating tailored personal experiences beyond their expectation. Come learn how to build closer relationships with people who matter most to your business. |
Wednesday
12:45 PM - 01:05 PM | |
Wednesday
01:10 PM - 01:30 PM | |
| Join this session to learn how TELUS, a Canadian wireless service provider, delivers increased customer satisfaction and profitability with their Achieving Call Excellence (ACE) program. The ACE program is an offer management tool, powered by Infor Epiphany Interaction Advisor, which provides existing customers with the most appropriate targeted offers by using qualification rules and real-time dataminer intelligence. |
Wednesday
01:35 PM - 01:55 PM | |
| NICE offers a powerful solution that not only allows you to understand what’s happening with every interaction, but also gives you an incredible understanding of the voice of the customer. Using this information, will not only allow you to better understand your business, but also empower you to immediately improve interactions with your customers while they’re happening. |
Wednesday
02:00 PM - 02:20 PM | |
| Join us to learn how you can make customer service cool for both your customers and your customer service representatives. In this presentation we will discuss how you can deliver customer service that is:
• Convenient, accessible and proactive for your customers
• Easy for your CSR’s to deliver
• Aligned with management’s goals
PS. Come for the candy, stay for the presentation! |
Wednesday
02:15 PM - 03:45 PM | |
| This workshop will provide attendees with the opportunity to participate in a walk-through of the process of defining the customer analytic strategy for their organization. |
Wednesday
02:15 PM - 03:45 PM | |
| Industry leaders are integrating price optimization and CPQ technologies with CRM and sales force automation applications to increase revenue and margin. Attendees will bring back a portfolio of tools and ideas to use within their own organizations. Participants will need to be prepared to actively contribute and work with other attendees. |
Wednesday
02:30 PM - 03:30 PM | |
| This presentation discusses the strategy, organization and key skills needed to achieve CX excellence. Key among these are the skills needed to define and deploy a customer experience value chain to replace the traditional Michael Porter-defined “functional value chain” that most enterprises have today.
-How are organizations creating a strategy for improving the customer experience?
-Who leads a customer experience initiative?
-What does the organizational structure look like?
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Wednesday
02:30 PM - 03:30 PM | |
| With technology permeating almost every aspect of marketing, the relationship between IT and marketing is becoming increasingly critical to success — and it is one of the least-developed relationships in a company. In this roundtable, participants will discuss what keeps marketing and IT separate in their organizations, and their experiences with overcoming those barriers to bridge the gap between these two important functions. |
Wednesday
02:30 PM - 03:30 PM | |
| Getting beyond the hype, we will share insights on the practical steps to use big data and social media to improve customer service, and how to measure results. |
Wednesday
02:30 PM - 03:30 PM | |
| Is anyone else sick of hearing the word "social?" We take the fluff out of social by moving from the identification of business objectives to the creation of tactics and best practices we've seen in social customer service that are intimate, efficient and realistically scalable.
-What makes social customer service unique?
-What business objectives are actually being met through social customer service?
-How can we practically achieve social customer service objectives?
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Wednesday
02:30 PM - 03:30 PM | |
| CMOs must drive competitive differentiation and innovation, while CIOs are focused on standards and functional integration. There are various applications that support different types of marketing processes. This presentation explores how pace layers can be used by CMOs and CIOs as a framework to balance the marketing applications portfolio.
-What challenges do CMOs and marketing organizations face today?
-What is the pace layer framework, and how do you apply it to managing marketing applications?
-How do I select technologies and vendors for integrated marketing management?
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Wednesday
02:30 PM - 03:30 PM | |
| You are well on your way with CRM; now look closer at what sales performance management (SPM) can do to help in exceeding revenue and profitability goals. Executing on an SPM strategy involves difficult changes to company culture and the sales organization along with the technology IT deploys. This session is a must if your company has the sincere desire to increase revenue and improve the sales organization once and for all.
-What business and technology drivers will push sales organizations to execute on an SPM strategy?
-How do sales organizations align operational and analytical sales processes to measure sales performance?
-What functional considerations or best practices should be used during the selection and use of an SPM solution?
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Wednesday
02:30 PM - 03:30 PM | |
| The first two buildings blocks of the Gartner Eight Building Blocks of CRM are vision and strategy. Sounds nice, but most firms don't really know what that means. In this session, we look at what a vision and strategy for being customer-centric really means, and how to go about setting both in place to guide your CRM decision making.
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Wednesday
03:40 PM - 04:40 PM | |
| Companies today seek to understand how customers perceive their brands, products and services across the moments in time when they make a purchase, contact customer care or otherwise engage. At Microsoft Dynamics, we think understanding this experience is critical, especially focusing on the relationship you have with your customers across this journey. A CRM system should enable your success and help you differentiate your business from your competitors. |
Wednesday
03:40 PM - 04:40 PM | |
| Customer companies listen to every customer, engage on every channel and deliver great customer service everywhere. They sell as a team, create communities, connect products to the network and deliver apps on any device. By connecting everything—customers, employees, partners and products—customer companies revolutionize the way they sell, service, market and innovate. Join salesforce and Hewlett-Packard to learn how you can form deeper connections with your customers and transform your business into a customer company. |
Wednesday
03:40 PM - 04:40 PM | |
| Marketers today are re-thinking customer engagement, re-defining the customer experience and in the process re-discovering the customer relationship. Attend this session and learn how omni-channel real-time interaction management - combined with data-visualization and predictive analytics - are the foundation of turning today’s customers into tomorrow’s fans. Case examples of how brands like Virgin America, The North Face, Pharmaca and US Cellular increase understanding, engagement - and sales - will also be discussed.
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Wednesday
03:40 PM - 04:40 PM | |
| What is the state of the art in customer experience strategy & innovation? How do world-class companies like HP engineer the next generation customer experience? How do IT executives and business teams who are responsible for approving investments make their decisions on funding projects? How do they view the role of SMAC (Social, Mobility, Analytics/Big Data, and Cloud) in Customer Experience strategy and funding decisions? Join, HP CRM Executive, Dennis DeGregor to share thoughts on funding decisions during this open roundtable. |
Wednesday
04:50 PM - 05:50 PM | |
| The use of social media to improve the customer experience has evolved rapidly over the last four years. Some organizations are treating social media as a channel; others as a completely new business model. Many are experiencing failures, but the lessons learned from the real successes can be leveraged by those attend this session.
-What did the social media space look like in 2007 and what will it look like in 2017?
-Who has made a serious investment in using social media to improve the customer experience?
-What technologies can help support the social component of your customer experience strategy?
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Wednesday
04:50 PM - 05:50 PM | |
| For many organizations, success or failure lies in the hands of their least-motivated, lowest-paid and most-likely-to-defect segment of employees — the agent. By optimizing the agent life cycle — recruitment, scheduling, evaluation and training — service organizations can improve their performance and elevate the customer experience.
-What is contact center WFO and why is it important?
-How can best practices be applied to the agent life cycle — recruit, schedule, evaluate, train?
-Which vendors can help, and how do they align to CRM?
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Wednesday
04:50 PM - 05:50 PM | |
| Marketers are shifting traditional marketing strategies around campaigns and moving toward digital marketing, a two-way approach that acts as a decision tool involving and anticipating both B2B and B2C customers’ wants and needs. This presentation focuses on a digital approach, including social, mobile and the emerging Internet of Things using campaign management to orchestrate the complexity of customer interactions.
-What are the drivers fueling campaign management?
-How will digital marketing reinforce campaign management?
-How will vendors evolve to support online/offline campaign management orchestration?
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Wednesday
04:50 PM - 05:50 PM | |
| Smartphones and tablet-powered processes will have the most significant impact on a salesperson’s productivity and effectiveness since the introduction of the cell phone. Laptops are quickly becoming dinosaurs, and tablets are now seen as a staple for every mobile-based salesperson. The challenge is how does a sales organization move from a rigid, low-battery-life, heavy laptop-based world to a world of endless mobile opportunity? Our presentation analyzes how sales organizations can better mobilize their salesforce.
-How will the adoption of mobile-based platforms evolve for sales organizations through 2016?
-How will mobility impact CRM sales application strategy?
-What are the technology, architectural and vendor considerations when developing a mobile-based sales strategy?
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Wednesday
04:50 PM - 05:50 PM | |
| Companies have more customer data, both structured and unstructured, than ever before. Big data presents both challenges and opportunities to customer-centric strategies. This presentation describes how companies can not only manage customer-related big data but also leverage customer analytics to identify customer patterns insights and develop actionable customer opportunities.
-What challenges and opportunities are created by the collision of big data and CRM ?
-How will you acquire and manage big data to support customer-centric strategies?
-How will you leverage analytics to create actionable customer insights and opportunities?
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Wednesday
05:50 PM - 07:50 PM | |
Wednesday
06:00 PM - 06:20 PM | |
| Gartner’s Magic Quadrant for Integrated Marketing Management evaluates vendors who focus on integrating people and processes in marketing across executional, operational and analytical processes. These vendors provide functionality to support multichannel campaign management, marketing resource management and marketing performance management. This session will provide attendees with insight into inclusion and evaluation criteria and discuss the major vendors in this market. |
Wednesday
06:25 PM - 06:45 PM | |
| In this presentation, ClickSquared will share top best practices to advance cross-channel marketing profitability. The latest trends are based on a recent executive research study conducted in March 2013 and will provide insight on the latest developments in cross-channel marketing and tactics to improve relevance and engagement. |
Wednesday
06:50 PM - 07:10 PM | |
| Hear the compelling story behind Cox Communications’ web self-service strategy evolution from Senior Analyst of Online Content, Katie Grist. Hear best practices behind the company’s exceptional customer experience that spans multiple self-service channels and embraces social media, knowledge management and the web. Learn how Cox developed its path for success with dynamic reporting to drive continuous improvements and reduce operational costs.
Katie Grist, Senior Analyst, Online Content at Cox Communications
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Wednesday
07:15 PM - 07:35 PM | |
| Come get insight into the Sales Force Automation Magic Quadrant, including evaluation criteria, vendor analysis and some key developments since it was published in 2012. |
Thursday
07:00 AM - 08:00 AM | |
| Join us for breakfast with a Gartner analyst. Follow up on a conversation from yesterday, or ask that question you wanted to pose during the last session. Analyst names and corresponding table numbers will be posted at the entrance to breakfast. Select a table and join the conversation. |
Thursday
07:00 AM - 06:00 PM | |
Thursday
08:00 AM - 09:30 AM | |
| This workshop will, through peer collaboration, focus on discovering best practices for devising a vision for a customer experience initiative. Participants will need to be prepared to contribute and work with other attendees. |