Sessions

SESSIONSLATEST RESEARCH

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80 Sessions

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Sunday

Sunday
03:00 PM-06:30 PM

Pre-Conference Registration

Location: Westin Kierland - Kierland Ballroom Foyer

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Sunday
05:00 PM-06:30 PM

Meet & Greet

Location: Westin Kierland - Vista Morada

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Monday

Monday
07:00 AM-08:00 AM

Attendee Breakfast

Location: Westin Kierland - Culturekeepers Hall South

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Monday
07:00 AM-05:15 PM

Registration

Location: Westin Kierland - Kierland Ballroom Foyer

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Monday
07:15 AM-07:45 AM

"Getting" Gartner: How to Understand What We Are Talking About

Speaker: Sharon A. Mertz
Session Type: Pre-Conference Tutorial

Location: Westin Kierland - Kierland Ballroom 1
ID: T1
Tracks: 1, 2

CRF11_T1.pdf

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Monday
07:15 AM-07:45 AM

Getting "Gartnered": How Vendors Can Work Well With Analysts

Speaker: Matthew Goldman
Session Type: Pre-Conference Tutorial

Location: Westin Kierland - Rainmakers Ballroom
ID: T2

CRF11_T2.pdf

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Monday
07:15 AM-07:45 AM

TechnoBabble 101: The Most Important Acronyms in CRM

Speaker: David Mitchell Smith
Session Type: Pre-Conference Tutorial

Location: Westin Kierland - Kierland Ballroom 4
ID: T3

CRF11_T3.pdf

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Monday
08:00 AM-08:15 AM

The Urgency of Now

Keynote Speakers: Gareth Herschel, Adam Sarner
Session Type: Keynote Session

Location: Westin Kierland - Kierland Ballroom 2 & 3
ID: K1a

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Monday
08:15 AM-09:15 AM

The New Deal: The Advent of the Web Centric Customer Relationship

Keynote Speaker: Michael Maoz
Session Type: Keynote Session

Location: Westin Kierland - Kierland Ballroom 2 & 3
ID: K1b

CRF11_K1b.pdf

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Monday
09:30 AM-10:30 AM

The Importance of the Customer Experience in a Recession

Speaker: Ed Thompson
Session Type: Track Session

Location: Westin Kierland - Kierland Ballroom 2 & 3
ID: G1
Track: 1

CRF11_G1.pdf

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Monday
09:30 AM-10:30 AM

The Role of Technology in Improving the Customer Experience

Speaker: Jim Davies
Session Type: Track Session

Location: Westin Kierland - Kierland Ballroom 1
ID: G2
Tracks: 2, 3, 5

CRF11_G2.pdf

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Monday
09:30 AM-10:30 AM

Optimizing the Web Site User Experience

Speaker: Gene Phifer
Session Type: Track Session

Location: Westin Kierland - Kierland Ballroom 4
ID: G3
Track: 3

CRF11_G3.pdf

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Monday
09:30 AM-10:30 AM

Cut Waste, Not Marketing Programs With Marketing Resource Management (MRM)

Speaker: Kimberly Collins
Session Type: Track Session

Location: Westin Kierland - Rainmakers Ballroom
ID: G4
Tracks: 7, 4, 6

CRF11_G4.pdf

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Monday
10:45 AM-11:45 AM

Top Investments in Multichannel Campaign Management

Speaker: Adam Sarner
Session Type: Track Session

Location: Westin Kierland - Rainmakers Ballroom
ID: G5
Tracks: 4, 6

CRF11_G5.pdf

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Monday
10:45 AM-11:45 AM

Organizational Change Management Techniques for CRM Success

Speaker: Matthew Goldman
Session Type: Track Session

Location: Westin Kierland - Kierland Ballroom 4
ID: G6
Tracks: 1, 7

CRF11_G6.pdf

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Monday
10:45 AM-11:45 AM

Multichannel Mecca: Where Do You Start?

Speaker: Johan Jacobs
Session Type: Track Session

Location: Westin Kierland - Kierland Ballroom 2 & 3
ID: G7
Track: 5

CRF11_G7.pdf

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Monday
10:45 AM-11:15 AM

Web 2.0 + mobile + e-commerce = eCRM2

Speaker: Gene Alvarez
Session Type: Track Session

Location: Westin Kierland - Kierland Ballroom 1
ID: G8
Tracks: 2, 3

CRF11_G8.pdf

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Monday
11:45 AM-01:45 PM

Attendee Lunch and Solution Showcase Dessert Reception

Location: Westin Kierland - Trailblazers
ID: AL1

CRF11_AL1.pdf

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Monday
12:00 PM-12:20 PM

Magic Quadrant: Service (Contact Center)

Speaker: Michael Maoz
Session Type: Summit Magic Quandrant Session

Location: Westin Kierland - Trailblazers
ID: MQS1

CRF11_MQS1.pdf

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Monday
12:00 PM-12:30 PM

Autonomy: Generate Meaning from Customer Information with Autonomy’s Meaning Based Marketing

Session Type: Sponsor Lunch Address

Location: Westin Kierland - Kierland Ballroom 1
ID: SLA

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Monday
12:35 PM-12:55 PM

Magic Quadrant: Marketing

Speaker: Kimberly Collins
Session Type: Summit Magic Quandrant Session

Location: Westin Kierland - Trailblazers
ID: MQS2

CRF11_MQS2.pdf

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Monday
01:45 PM-02:45 PM

Enterprise Feedback Management: The Who, When, Why, Where and What of Surveying

Speaker: Jim Davies
Session Type: Track Session

Location: Westin Kierland - Kierland Ballroom 1
ID: G10
Tracks: 1, 5, 6

CRF11_G10.pdf

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Monday
01:45 PM-02:45 PM

The Top 10 Technology Trends to Disrupt CRM Architectures and Technology

Speaker: Ed Thompson
Session Type: Track Session

Location: Westin Kierland - Kierland Ballroom 2 & 3
ID: G11
Track: 2

CRF11_G11.pdf

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Monday
01:45 PM-02:45 PM

Improving the Effectiveness of Lead Management

Speaker: Michael Dunne
Session Type: Track Session

Location: Westin Kierland - Rainmakers Ballroom
ID: G12
Tracks: 4, 7

CRF11_G12.pdf

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Monday
01:45 PM-02:45 PM

How Generation Virtual Will Change CRM

Speaker: Adam Sarner
Session Type: Track Session

Location: Westin Kierland - Kierland Ballroom 4
ID: G9
Tracks: 1, 3, 4

CRF11_G9.pdf

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Monday
01:45 PM-03:00 PM

Workshop: Getting the Most out of Your Marketing Dollars - Seats Still Available. Stop by the Information Desk to Sign Up.

Moderator: Kimberly Collins
Session Type: Workshop

Location: Westin Kierland - Powell A
ID: W1
Tracks: 1, 4, 7

CRF11_W1.pdf

Monday
01:45 PM-03:00 PM

Workshop: How to Leverage Social Media Within Your CRM Strategy - Seats Still Available. Stop by the Information Desk to Sign Up.

Moderator: Scott D. Nelson
Session Type: Workshop

Location: Westin Kierland - Powell B
ID: W2
Tracks: 1, 3

Monday
03:00 PM-04:00 PM

Oracle: Is your CRM Complete?

Speaker: Anthony Lye
Session Type: Solution Provider Session

Location: Westin Kierland - Kierland Ballroom 1
ID: SPS1

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Monday
04:15 PM-05:15 PM

Gartner Keynote: Analytics-to-Action: Key Analyses for Customer Centric Decisions

Speaker: Gareth Herschel
Session Type: Keynote Session

Location: Westin Kierland - Kierland Ballroom 2 & 3
ID: K2

CRF11_K2.pdf

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Monday
05:15 PM-07:15 PM

Solution Showcase Reception

Location: Westin Kierland - Trailblazers
ID: SSR

CRF11_SSR.pdf

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Monday
05:30 PM-05:50 PM

Magic Quadrant: E-Commerce

Speaker: Gene Alvarez
Session Type: Summit Magic Quandrant Session

Location: Westin Kierland - Trailblazers
ID: MQS3

CRF11_MQS3.pdf

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Monday
06:05 PM-06:25 PM

Magic Quadrant: CRM Service Providers (North America)

Speaker: Matthew Goldman
Session Type: Summit Magic Quandrant Session

Location: Westin Kierland - Trailblazers
ID: MQS4

CRF11_MQS4.pdf

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Tuesday

Tuesday
07:00 AM-08:00 AM

Attendee Breakfast

Location: Westin Kierland - Culturekeepers Hall South

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Tuesday
07:00 AM-05:15 PM

Registration

Location: Westin Kierland - Kierland Ballroom Foyer

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Tuesday
07:15 AM-07:45 AM

Radical Thoughts @ Breakfast: Attack of the Personabots: All Your Customer Base Belongs to Us

Speaker: Adam Sarner
Session Type: Power Breakfast

Location: Westin Kierland - Kierland Ballroom 1
ID: PB1

CRF11_PB1.pdf

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Tuesday
08:00 AM-09:00 AM

Why Companies are Moving Towards E-commerce and Growing Sales in a Down Economy

Speaker: Gene Alvarez
Session Type: Keynote Session

Location: Westin Kierland - Kierland Ballroom 3
ID: K5

CRF11_K5.pdf

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Tuesday
09:15 AM-10:15 AM

Sales Force Automation: Deploying What Sales People Want

Speaker: Michael Dunne
Session Type: Track Session

Location: Westin Kierland - Rainmakers Ballroom
ID: G13
Tracks: 4, 7

CRF11_G13.pdf

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Tuesday
09:15 AM-10:15 AM

How Twitter and Social Media Will Disrupt Your Customer Service Processes

Speaker: Michael Maoz
Session Type: Track Session

Location: Westin Kierland - Kierland Ballroom 2 & 3
ID: G14
Tracks: 1, 3, 5

CRF11_G14.pdf

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Tuesday
09:15 AM-10:15 AM

Best Practices for Customer Data Quality Improvement: Delivering Data You Can Trust

Speaker: John Radcliffe
Session Type: Track Session

Location: Westin Kierland - Kierland Ballroom 4
ID: G15
Tracks: 2, 6

CRF11_G15.pdf

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Tuesday
09:15 AM-10:15 AM

CRM Contracts and Negotiation: Capture More Value From Products and Services

Speaker: Jane B. Disbrow
Session Type: Track Session

Location: Westin Kierland - Kierland Ballroom 1
ID: G16
Track: 7

CRF11_G16.pdf

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Tuesday
09:15 AM-10:30 AM

Workshop: Customer Experience - Seats Still Available. Stop by the Information Desk to Sign Up.

Moderator: Ed Thompson
Session Type: Workshop

Location: Westin Kierland - Powell A
ID: W3
Track: 1

CRF11_W3.pdf

Tuesday
09:15 AM-10:30 AM

Workshop: Web Analytics Best Practices - Seats Still Available. Stop by the Information Desk to Sign Up.

Moderator: Bill Gassman
Session Type: Workshop

Location: Westin Kierland - Powell B
ID: W4
Tracks: 3, 6

CRF11_W4.pdf

Tuesday
10:30 AM-11:30 AM

Autonomy: Using Autonomy’s Multichannel Optimization to Drive Meaningful Customer Experiences

Session Type: Solution Provider Session

Location: Westin Kierland - Kierland Ballroom 1
ID: SPS2

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Tuesday
10:30 AM-11:30 AM

Microsoft Dynamics CRM: How to Determine the Best CRM Solution for Your Business

Speaker: Brad Wilson
Session Type: Solution Provider Session

Location: Westin Kierland - Kierland Ballroom 4
ID: SPS3

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Tuesday
11:30 AM-01:30 PM

Attendee Lunch & Solution Showcase Dessert Reception

Location: Westin Kierland - Trailblazers

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Tuesday
11:45 AM-12:05 PM

Magic Quadrant: Service (eService)

Speaker: Johan Jacobs
Session Type: Summit Magic Quandrant Session

Location: Westin Kierland - Trailblazers
ID: MQS5

CRF11_MQS5.pdf

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Tuesday
12:20 PM-12:40 PM

Magic Quadrant: Sales Force Automation

Speaker: Michael Dunne
Session Type: Summit Magic Quandrant Session

Location: Westin Kierland - Trailblazers
ID: MQS6

CRF11_MQS6.pdf

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Tuesday
01:30 PM-02:45 PM

Keynote: Gartner and 1to1 Media Customer Awards and Customer Experience Excellence Awards Winners Panel

Speakers: Maryellen Abreu, Ginger Conlon, Johan Jacobs, Ingrid Lindberg, Martha Rogers, PH.D., Sam Taylor
Session Type: Keynote Session

Location: Westin Kierland - Kierland Ballroom 2 & 3
ID: K4

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Tuesday
03:00 PM-04:00 PM

Continental Airlines: Analytics - The Key Ingredient to CRM Success

Speaker: Benjamin Becker
Session Type: Solution Provider Session

Location: Westin Kierland - Kierland Ballroom 1
ID: SPS4

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Tuesday
03:00 PM-04:00 PM

What Award-Winning Customer Experience Looks Like

Speaker: Jason Mittelstaedt
Session Type: Solution Provider Session

Location: Westin Kierland - Kierland Ballroom 4
ID: SPS6

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