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Monday
08:00 to 08:00 | |
Monday
08:00 to 08:00 | |
Monday
08:00 to 08:45 | |
| Aimed at both business and IT users, this tutorial explains the most commonly used Gartner frameworks such as Magic Quadrants and Hype Cycles that the analysts will present throughout the summit. |
Monday
09:00 to 09:15 | |
Monday
09:15 to 10:15 | |
| Got your iPad presence nailed yet? Another day, another electronic channel. As they proliferate, the risk is that your messages only add to the incessant roaring digital background noise your customers are tuning out every day…. and to the petabytes of customer data you’ll have to pay to store and sift. But Moore’s law is barely half done and there’s a LOT more technology coming! Some of it will add important new opportunity but yet more complexity. Let’s try to make some sense out of the confusion, blow away the froth and uncover the critical points of focus that will maintain real customer relationship integrity. |
Monday
10:15 to 10:45 | |
| In this wide-ranging discussion, we’ll ask some of the leading providers for their perspective on a broad range of topics spanning from current day best practices to futuristic scenarios that could dramatically impact customer relationships and experiences in years to come. Designed to be entertaining but at the same time informative, a series of thought provoking questions related to the four track themes will be put to each panel member and their views contrasted against those of the Gartner’s CRM analyst community and the audience. |
Monday
10:45 to 11:15 | |
Monday
11:15 to 12:15 | |
| Presentations from the three finalists of the Gartner European CRM Excellence Award competition. The finalists have been selected by a panel of Gartner analysts and the CRM summit attendees will vote for the winning organization. |
Monday
12:15 to 13:00 | |
| Former stockbroker turned author and communication expert, Mark Jeffries has a simple, yet vital message — communication excellence leads to increased connections, elevated success and higher profits. Mark presents an innovative “toolbox” packed with instantly useable techniques, ideas and methods designed to give you a smart, proven, communication-based approach to the challenges and opportunities you face every day — with your clients and within your teams. From networking to negotiation, from the power of words to the behaviors of the “trusted advisor” and team leader. |
Monday
13:00 to 14:00 | |
Monday
13:10 to 13:30 | |
| CDC Software will introduce how Pivotal CRM can help you leverage social media networks for your business. Whether its Facebook, Twitter or LinkedIn, see how Pivotal CRM is able to navigate your relationships and help you understand how social media networks influence your customers and drive your business.
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Monday
13:30 to 13:45 | |
Monday
13:45 to 14:00 | |
Monday
14:00 to 14:50 | |
| Moving into the realm of social CRM is more than just creating a Facebook page. It involves a balance of strategy and technology, of organizational issues with customer expectations. In this session, we will look at some of the components that firms need to include to be successful in social CRM, whether they are new to the space or have been doing it for years. |
Monday
14:00 to 14:50 | |
| E-commerce investments are on the rise again. Organizations are seeking new ways to engage customers, drive new sales and increase customer satisfaction by providing a useful and engaging customer experience via digital channels. This session addresses three key issues: |
Monday
14:00 to 14:50 | |
| The customer experience is one of few differentiators that are still hard to copy from a competitor. Increasing numbers of directors see it as a critical competitive battleground. Meanwhile, customers have never been so willing to drop a supplier on the basis of one poor experience, and then tell as many people as they can. This presentation examines the theory, importance and future of customer experience management, while outlining possible project types. |
Monday
14:00 to 14:50 | |
| You are doing some analysis of the customer, like the idea, have some BI tools, have got good ROI, but have the nagging feeling that you can be doing more. This session will outline the steps and best practices that will take your customer insight activities from ad hoc, to streamlined and focused on delivering value to the business. |
Monday
14:00 to 15:30 | |
| This workshop focuses on how to create a single source of truth for customer data within the organization, using master data management disciplines and technologies. This “single view of the customer” will enable more joined up business processes, better customer experiences and better customer analytics. Key issues for discussion.
Please note that this session is available to end-users only and that pre-registration is required. Limited to 30 people |
Monday
15:00 to 15:30 | |
Monday
15:00 to 15:30 | |
| With customers re-defining the success of companies more rapidly today, how can organizations quickly identify more business opportunities, drive revenues, and de-position competitors? How can they foster more collaboration among employees, and provide a consistent commerce experience across multiple customer-facing channels? Listen to Anthony Lye, Oracle Sr VP, CRM, highlight the most significant CRM innovations required to effectively compete today |
Monday
15:00 to 15:30 | |
| A leading European travel operator, Eurostar’s brand is built on innovation, excellence and delivering a superior customer service. The key is in understanding what its customers think across all channels – web, social and call centre. Learn how Eurostar uses Autonomy solutions to understand customer interactions and react upon this information in real-time to deliver quality multichannel customer experiences. |
Monday
15:00 to 15:30 | |
| Hillarys Blinds is a retail and manufacturing business of blinds and window coverings. Julian Bond, Head of ICT for Hillarys Blinds, guides you through the critical success factors in a customer service improvement programme (including stakeholder engagement, business strategy, technology, working with partners) and highlights pitfalls to avoid |
Monday
15:00 to 15:30 | |
| In this session, you will hear from Northcliffe Media directly on how they are providing impactful and meaningful customer experiences in ways that really matter to the customers. Learn how to effectively develop and implement customer experience best practices across your organisation to ensure your people can engage in consistent, insightful, and relevant conversations with your customers. |
Monday
15:30 to 16:00 | |
Monday
16:00 to 16:45 | |
| Saxo Bank faced a transition from in-house developed CRM and case management, to an “off the shelf” global solution for all business and support units. A very aggressive implementation approach was chosen, from decision to live in less than six months. This demanded heavy end-user involvement, strong top management support and an agile project approach. This session will discuss: |
Monday
16:00 to 16:45 | |
| De Bijenkorf has started with a real CRM approach to all known customers, using all channels in a co-ordinated way. Until recently, de Bijenkorf sent campaigns to it's customers using a one size fits all approach, paper based. We have now established a multi channel approach, using DM, EM, call center, webshop and new media (social, apps, etc) to target our customers. In this approach, we apply customer & product segmentation models, allowing us to increase ROI and gain substantial growth. We will show how we rolled out the program and what we learned. |
Monday
16:00 to 16:45 | |
| giffgaff entered the highly competitive UK mobile market in June 2010 after a 6 month beta period. By removing many of the pillars of a traditional mobile network, such as big budget advertising and large call centres, giffgaff quickly established a devoted following of highly engaged customers. giffgaff’s community based model, which provides a mutually beneficial customer experience proves the power of crowdsourcing business functions like customer service, marketing and R&D. This session covers: |
Monday
16:00 to 16:45 | |
| UPC, a pan-European provider of HDTV, Broadband and Telephone packages, wanted an agile solution, that could be self maintained, to increase up/cross sales in their inbound call centres and points of sale, while improving agent efficiency and productivity by implementing a solution on top of their existing agent desktop environment. The solution was to be implemented across different UPC operations across the continent. This session will discuss:
• What were the initial decisions on how to tackle implementing such a tool in a pan-European operation.
• Lessons learned - best practices to overcome the challenges.
• Results, feedback from users, and future plans
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Monday
16:00 to 17:30 | |
| In the growing social media space where there are more people on Facebook than live in the UK, there is no denying that a new opportunity exists for customer engagement. However, there is much anxiety around how to approach, engage and create business value from social media. Join other attendees in this interactive workshop session as we share experiences, insights, and best practices on how to get management buy-in and execute against a social CRM strategy, discuss techniques and tools for social CRM, and determine what to do next upon returning from this conference.
Please note that this session is available to end-users only and that pre-registration is required. Limited to 30 people. |
Monday
17:00 to 17:50 | |
| Most of the challenges in creating multi-channel, cross-technology, customer-centric customer relationships are found at the intersection of people, processes, and change. Attend this session to learn how to maximize the positive impact of new CRM processes while keeping organizational resistance and time to productivity to a minimum. |
Monday
17:00 to 17:50 | |
| Many organizations spend significant resources on building and operating a Web site, only to see those efforts go unseen due to absence of search-engine optimization. Others undertake SEO, but use keywords and follow user scenarios that are off-target. Finally, those who were successful in the past have recently seen erosion of good results in face of changes, new competition and other ways in which users find information on the Web. |
Monday
17:00 to 17:50 | |
| Many marketing practitioners make decisions based on desktop analysis tools or cloud analytic applications, outside the view and disciplines of the IT focused center of excellence. This presentation discusses the value of linking to business intelligence and data quality initiatives that are likely already in place. |
Monday
17:00 to 17:50 | |
| Many marketing practitioners make decisions based on desktop analysis tools or cloud analytic applications, outside the view and disciplines of the IT focused center of excellence. This presentation discusses the value of linking to business intelligence and data quality initiatives that are likely already in place. |
Monday
17:50 to 20:00 | |
Tuesday
08:15 to 09:05 | |
| These are the voyages for MCCM. Its next five year mission: to explore strange new online destinations, communities and devices. To seek out new prospects and to engage customers online. This presentation will take you boldly where no traditional campaign management projects have gone before. |
Tuesday
08:15 to 09:05 | |
| This session examines how efficiency metrics can be met whilst selecting the leading technologies and processes to create outstanding customer experiences in the customer service contact center. Fads and trends such as social collaboration, cloud computing, pervasive mobility (always connected customers) and software as a service are colliding in the contact center with the basic need to control costs. |
Tuesday
08:15 to 09:05 | |
| If you think predictive analytics is incredibly important but aren't sure you are doing it right, wish that every time you asked someone to build a model you weren't told that it can be ready in six months and are confused by the number of vendors who suddenly seem to offer predictive analytics solutions, then come to this session. |
Tuesday
08:15 to 09:05 | |
| CRM is more than software. It is more than IT programs. It is about becoming customer centric. And that does not happen accidently. It takes a vision and a strategy to make it happen. In this session, we examine what a CRM vision and strategy really is, why it is necessary, and how it will create a win/win for your firm and your customer. |
Tuesday
08:15 to 09:45 | |
| The myriad of digital marketing technologies now available should be creatively invigorating, but in reality they are a source of expense, complexity, risk and frustration for CMOs. What do CMOs really need next from technology-based marketing tools and from those who provide them? What are the biggest barriers to progress? What tricks have you learned to get the right people delivering the good stuff for you? This will be a moderated peer discussion, exclusive to chief marketing officers and senior marketing professionals. Together, we will develop the outline of a manifesto for change in the way technologists and marketers collaborate.
Please note that this session is available to end users only and is suitable for senior level marketing managers. Pre-registration is required. Limited to 30 people. |
Tuesday
09:15 to 09:45 | |
Tuesday
09:15 to 09:45 | |
| Performance, productivity, QOS and employee/customer satisfaction are some of the factors impacted by an improved experience. By empowering employees with an enhanced workspace such as -Search, Process Management and Real-time collaboration –not only can efficiency be achieved but overall customer satisfaction. Learn how organisations across Europe are benefiting from the use of RIAs in delivering enhanced business value. |
Tuesday
09:15 to 09:45 | |
| At the core of every interaction is intent – meaningful, personal, specific and detailed attributes that drive customer behavior and ultimately drive corporate objectives. In this session you’ll hear how the fundamentals of human communication are propelling organizations to meet customer intent and make a true impact on each and every interaction. |
Tuesday
09:15 to 09:45 | |
| CRM provides the means to manage relationships with individuals and organizations, needing at its heart an integrated view of trusted information. Challenges include multi-channel data being held in various applications. Cognizant shows how effective Data Governance and a Master Data Management process are central to gaining this integrated view and critical to a CRM strategy. |
Tuesday
09:45 to 10:15 | |
Tuesday
10:15 to 11:05 | |
| Customer initiatives continue to evolve as new CRM technology platforms, architectures, and delivery methods enter the market. Social CRM, Mobile, Customer Business Analytics, SOA, and SaaS and Cloud provision are all impacting existing CRM applications and systems. This session explores those changes and gives guidance on how to meet these market challenges and opportunities. |
Tuesday
10:15 to 11:05 | |
| Lead management in B2B and B2B2C companies is challenging: multi-channel, always on, and the customer is in control. Attend this session to understand when and how to use E-Commerce, Web, social, e-mail, and mobile channels to create high yield, high value, engaging selling opportunities. |
Tuesday
10:15 to 11:05 | |
| The customer voice takes many forms; from the completion of a formal corporate survey to a throw away comment in Facebook. Each has merit. The ability to collect, analyze and act upon these diverse feedback channels in a holistic way is a key challenge for organizations. In this session we categorise these feedback channels, highlighting: |
Tuesday
10:15 to 11:05 | |
| Organizations are struggling to optimize marketing, shift support from call center to Web and maintain a view of customer activity across on and offline channels. Until now, SaaS solutions have met many needs, but problems with cross-channel integration, data modelling, metrics definitions, data quality and interpretation of analysis is limiting what could be done. This presentation explains how to find and apply skills and governance to a critical channel. |
Tuesday
10:15 to 11:45 | |
| This workshop will, through peer collaboration, focus on discovering the secret best practices used by the customer experience leaders in each industry. It will examine as many different ways possible to create great customer experiences and focus on what works best in specific industries. Participants will need to be prepared to contribute and work with other attendees to help answer the question: “Which company in your industry provides the best customer experience and what one thing do they do better than others?”
Please note that this session is available to end-users only and that pre-registration is required. Limited to 30 people. |
