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Tuesday
04:00 PM to 06:30 PM | |
Tuesday
04:30 PM to 06:00 PM | |
| Understand the key challenges and benefits of integrating Social CRM into your CRM strategy, and discover how best-in-class organizations are leveraging Social CRM to drive customer satisfaction, retention and advocacy.
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Wednesday
07:00 AM to 07:00 PM | |
Wednesday
07:30 AM to 08:15 AM | |
Wednesday
07:30 AM to 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.
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Wednesday
08:30 AM to 09:45 AM | |
| What are the top trends that will impact sales, marketing, customer service, customer management and CRM professionals over the next eight years? In this opening keynote, Gartner analysts Gene Alvarez and Ed Thompson examine the impacts of the economy, management approaches, new technologies and societal developments, highlighting what is already predictable and what might be done to address the trends. Then join Gartner and 1to1 Media as we celebrate our 2012 CRM Excellence Award winners. Don't miss this opportunity to meet these award-winning organizations and learn what makes their CRM programs successful.
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Wednesday
10:00 AM to 11:00 AM | |
| Using real-world examples from extremely successful companies, Seth Godin reveals the creative thinking necessary to create a “purple cow” — an offering that stands out and causes customers to take notice. He explores how ideas spread, why the stories companies tell matter, why treating customers with respect pays off, and how these and other business decisions determine whether your business will become invisible — or remarkable.
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Wednesday
11:15 AM to 12:15 PM | |
| This presentation looks at the many ways that corporate marketing is, and will, leverage customer support interactions to gain insight, generate brand awareness and increase loyalty.
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Wednesday
11:15 AM to 12:15 PM | |
| Web 2.0 is just a stop along the road, with semantic Web, HTML5 and cloud computing driving a new era of Web innovation. Is your enterprise prepared for this future?
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Wednesday
11:15 AM to 12:15 PM | |
| CMOs today face an interesting paradox. They must drive growth while simultaneously improving accountability. To be successful, CMOs will need to innovate new strategies and leverage emerging technologies for competitive advantage. At the same time, they will need to integrate people, processes and technologies to become more efficient. This presentation details how CMOs can work with their marketing operations directors and CIOs to successfully balance new innovation with integration.
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Wednesday
11:15 AM to 12:15 PM | |
| Sales will help companies accelerate growth strategies and recover from the global economic slowdown. It will be imperative for sales organizations to carefully map technology to sales processes for productivity gains and competitive advantages. Attend this session to (a) evaluate the key elements of managing sales effectiveness and performance, (b) learn best practices for leveraging technologies to maximize sales output and (c) understand the changing sales vendor landscape to support sales effectiveness and performance management.
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Wednesday
11:15 AM to 12:15 PM | |
| No social media initiative is complete without analytics. It adds new perspectives to the voice of customers and helps target messages more effectively. This presentation examines social analytics and provides advice on how to make it work in your organization.
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Wednesday
12:15 PM to 02:15 PM | |
Wednesday
12:30 PM to 01:00 PM | |
| In this session you’ll glean new insights from customer interactions that create meaningful, personal, specific and detailed attributes that drive customer behavior and ultimately drive your corporate objectives. |
Wednesday
01:00 PM to 01:20 PM | |
| In this presentation you will hear the multiple ways in which your customers have measurable interactions and the impact that those interactions have on business. |
Wednesday
01:25 PM to 01:45 PM | |
| Today’s leading contact centers utilize the full range of predictable analytics and CRM data to provide personalized experiences for inbound callers and website visitors transiting to the contact center. Tailoring the experience offers customers the choice in how they prefer to interact and to receive service specific to their needs. The results are an improved customer experience with enhanced loyalty. Learn how leading companies are applying CRM data to create uniquely personalized customer experiences. |
Wednesday
01:50 PM to 02:10 PM | |
| Sword Ciboodle: Which channels are companies deploying? How long have they been using them? Are social channels meeting expectations? Who gives input into which channels are deployed? We will explore these topics and more, based on survey data conducted end-of-year 2011 of 400 practitioners in the customer service space. With a broad spectrum from different industries and both UK and North American data we will begin to answer where we are and where we need to be going – please join us! |
Wednesday
02:15 PM to 03:00 PM | |
| The virtual assistant does not take lunch breaks, never gets sick, doesn’t belong to any unions, is trained in an instant and is busy taking over from human customer service representatives all over the world, working 24/7 at a very low cost. This presentation introduces you to the new face in customer service, not only on the Web but also on mobile devices.
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Wednesday
02:15 PM to 03:00 PM | |
| The customer experience is one of the few differentiators that are still hard to imitate. Increasing numbers of executives 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 to tell as many friends or colleagues as they can. This presentation examines the theory, importance and future of customer experience management, while outlining the many possible project types.
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Wednesday
02:15 PM to 03:00 PM | |
| Marketers will need to utilize campaign management as a way to orchestrate the complexity of a complete marketing strategy, and must continue to incorporate an evolving customer-focused digital marketing approach such as social and mobile marketing.
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Wednesday
02:15 PM to 03:00 PM | |
| Although decreasing sales cycle times, administrative work and process errors represent leading near-term objectives, enterprises are increasingly exploring integrated configure, price and quote (CPQ) applications to improve how sales channels manage opportunity qualification, quoting or bidding, and pre-close processes to increase win rates and the profitability of transactions. Learn about best practices in lead CPQ to identify the major obstacles to success, and to map your own organization’s maturity model against best-in-industry leaders.
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Wednesday
02:15 PM to 03:00 PM | |
| Understanding their customers is a requirement for any organization, but the complexity of today's business environment requires more-advanced analytic techniques than ever before. This session outlines current best practices and emerging areas of opportunity for analytic differentiation.
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Wednesday
02:15 PM to 02:35 PM | |
| The Customer Service Contact Center is beginning to take its place as an arm of corporate sales and marketing. As it absorbs tools to engage customers on social media, and treat customers on an individual basis, challenges arise on process design, KPIs and technology. Our MQ session looks at the leading vendors helping address this issue.
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Wednesday
02:40 PM to 03:00 PM | |
| SFA has seen a bit of revitalization with B2B selling organizations, and Gartner has seen a 50% increase in vendor evaluations year over year. The focus of SFA deployments continues to be on core functional capabilities for accounts, contacts, opportunities, selling processes and sales operations. We present the state of vendors in the SFA market with our Magic Quadrant for Sales Force Automation.
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Wednesday
03:00 PM to 04:00 PM | |
| No social media initiative is complete unless there are benchmarks, goals and performance metrics to drive activity and investment decisions. In this roundtable, participants will discuss the value, techniques and challenges in analyzing social media.
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Wednesday
03:00 PM to 04:00 PM | |
| Organizations are seeking to grow their sales via the web and e-commerce plays a key role in meeting this objective. However, e-commerce is no longer a silo limited to a laptops browser. Organizations interested in discussing how social and mobile trends are changing their customers’ expectations for their organization should attend this session.
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Wednesday
03:00 PM to 04:30 PM | |
| One of the best ways to inform the product road map while enabling sales is through an effective win/loss program. However, win/loss is typically conducted without much rigor and against a few select deals that focus mostly on losses. But why we win reveals intelligence that is just as actionable. This presentation shows CMOs how to augment their competitive intelligence (CI) with win/loss data through a program that delivers insight for both sales and marketing.
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Wednesday
03:00 PM to 04:30 PM | |
| Over 70% of the global Internet population is on social networks, a number unable to be ignored but unable to serve as the sole basis for investing in social CRM. In this workshop, we assist attendees in building a business case for social CRM by identifying areas of business value specific to your organization, proposed tactics for your approach to social CRM and how to tangibly demonstrate return on investment.
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Wednesday
03:15 PM to 04:15 PM | |
| Customer service organizations struggle with the transition to self service and customer peer-to-peer communities. This session addresses how they can meet the demands of the social customer while controlling costs. We show the key performance indicators and processes to improve customer service, as well as the innovative technologies that will drive best-in-class customer service.
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Wednesday
03:15 PM to 04:15 PM | |
| The customer voice takes many forms, from the completion of a formal corporate survey to a throw-away comment on 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.
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Wednesday
03:15 PM to 04:15 PM | |
| With technology permeating almost every aspect of marketing, the relationship between IT and marketing is becoming increasingly critical to success — and is one of the least developed relationships in a company. In this session, we discuss what keeps marketing and IT separate in most organizations, concrete steps you can take to bridge the gap, and best practices we have uncovered to show that this is possible.
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Wednesday
03:15 PM to 04:15 PM | |
| Smartphones and media tablets are changing your customers’ expectations and reshaping the work life of your sales and service teams. This session looks at the balance IT must strike in adapting to bring-your-own device, meeting the demand for devices such as iPads, and integrating mobile access and applications with CRM systems.
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Wednesday
03:15 PM to 04:15 PM | |
| Everyone talks about the single view of the customer, but the organizational reality is that there are multiple, inconsistent silos. To create a unified, trusted view you need information governance and master data management (MDM). Leading organizations are leveraging MDM to improve their business processes, customer experience, customer insight and decision making. Attend this presentation to learn more about MDM and how it can help your CRM strategy.
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Wednesday
04:30 PM to 05:30 PM | |
| Committed to the highest levels of customer satisfaction, Canon U.S.A. provides 100% U.S.-based consumer service and support. Ashu Roy, eGain CEO, will discuss how a multichannel platform with rich sales and service apps helps businesses deliver experiences that customers want. Joseph Warren, General Manager of Customer Support Operations, Canon U.S.A., will discuss how Canon rapidly delivers memorable experiences across customer touch points using the innovative, knowledge-powered eGain suite. |
Wednesday
04:30 PM to 05:30 PM | |
| Marketers are in an arms race to collect data about customers, yet feel no closer to understanding or connecting with them effectively. Big Data is moving from pure structured databases to strategies that incorporate Human Information— tweets, blogs, phone calls, videos, etc.
Innovative companies have seized the advantage by using Human Information to predict where customers are going next, how to attract them and what message to deliver when they get there. Companies that do this successfully can increase revenue, customer satisfaction, and ultimately loyalty. |
Wednesday
05:45 PM to 06:30 PM | |
| Web Customer Service (WCS) is a great concept: It enables organizations to move interactions to more- cost-effective channels and gain efficiencies through a reduced workload while empowering customers to solve their own issues. But where is WCS heading given the arrival of many new channels? This presentation explores how to assimilate WCS and prepare yourself for the next wave of mobile and video customer service.
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Wednesday
05:45 PM to 06:30 PM | |
| This session explores the new business opportunities that will emerge as today's mobile apps and websites evolve into advanced contextual interactions involving multiple devices, new visualizations such as augmented reality, and new technologies such as near field communication and indoor locations.
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Wednesday
05:45 PM to 06:30 PM | |
| Achieving revenue numbers is at the top of every executive’s list, and lead management is an integral part of achieving revenue. Attend this session to learn about best practices in lead management, identify the major obstacles to success and map your organization’s maturity model against best-in-industry leaders.
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Wednesday
05:45 PM to 06:30 PM | |
| SaaS accounts for just under 44% of overall global sales subsegment revenue in the CRM market. Yet many selling organizations lack an understanding of the limitations of cloud computing or SaaS, or have an overall strategy to best leverage the delivery model. Attend this session to understand the direction of cloud computing, the impact of cloud computing on sales applications and vendors, and best practices for using cloud computing for selling organizations.
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Wednesday
05:45 PM to 06:30 PM | |
| Organizations will increasingly use analytics to improve the customer experience. This presentations walks through a five-stage maturity model for how to deliver customer-facing analytics in a way that is strategic to your business.
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Wednesday
06:30 PM to 08:30 PM | |
Wednesday
06:40 PM to 07:00 PM | |
| Next Principles, a new Silicon Valley start-up will help you answer these questions and learn: It's not just what is being said. Or who is saying it. It’s who is saying what, and when that matters. And the where could be anywhere.
This session is of benefit to marketing, sales and customer support professionals – all of whom need to better understand how to integrate their social media activities and business impacts into one “uber profile”. |
Wednesday
07:05 PM to 07:25 PM | |
| Service center implementations of CRM solutions often focus on providing the efficient tools for agents and detailed reporting for managers. But while a traditional take on service center solutions can help achieve top down goals around agent efficiency they may not solve the biggest issues in the service center of improved agent retention and increased customer satisfaction.
This session will show how Avanade is taking some radical ideas around gaming in the enterprise and developing pragmatic service center solutions on top of Microsoft Dynamics CRM which can result in more engaged employees and more delighted customers. |
Wednesday
07:30 PM to 07:50 PM | |
| Featured in Wednesday’s session, “The Future of Customer Analytics is Already Here”, uplift analysis is now a must-consider concept for every organization with significant campaign management activities. Different from propensity modeling, uplift analysis is the only way to predict your marketing’s ability to change future customer behavior.
Learn how uplift modeling can help your organization:
• Improve campaign results by 30-300% versus traditional analytic methods
• Slash campaign spend by as much as 40%
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Wednesday
07:55 PM to 08:15 PM | |
| Hype around social has exploded yet actual use cases are still diverse, narrow in scope and unevenly diffused across companies. Most vendors remain relatively small and unprofitable. However, successful social CRM vendors will provide clear benefits for companies and communities, with multiple use cases for sales, marketing and customer service processes. This session outlines the current Social CRM Magic Quadrant and discusses where the Social CRM market is heading.
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Thursday
07:00 AM to 06:00 PM | |
Thursday
07:15 AM to 08:00 AM |
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Speakers: Gene Alvarez, Tiffani Bova, Brian Burke, William Clark, Kimberly Collins, Jim Davies, Robert P. Desisto, Chris Fletcher, Richard Fouts, Gareth Herschel, Johan Jacobs, Venecia K Liu, Carol Rozwell
Session Type: Breakfast
| Location: Florida F |
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Thursday
08:00 AM to 09:00 AM | |
| Join this interactive discussion and share experiences about mobile applications, how effective they are, what techniques can be used to get consumers engaged and more.
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Thursday
08:00 AM to 09:00 AM | |
| Your customers expect you to support them on the channel of their choice,which increasingly includes Twitter, Facebook, online communities and forums. This creates new opportunities to improve the customer experience, but it also creates challenges in training and measuring Customer Service representatives and providing appropriate service levels. We will lead participants through a discussion of the issues and best practices for contact centers in a world of Social Media.
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