Sessions

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70 Sessions

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Monday

Monday
14:30-15:20

Tutorial A: The 8 Building Blocks of CRM

Speaker: Ed Thompson
Session Type: Pre-Conference Tutorial

Location: Lancaster London - Beech Suite, Level 1
ID: TutorialA

crm9i_tutoriala.ppt

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Monday
15:30-16:20

Tutorial B: Lessons and Case Studies From the Past Five Years of CRM Excellence Awards

Speaker: Gene Alvarez
Session Type: Pre-Conference Tutorial

Location: Lancaster London - Beech Suite, Level 1
ID: TutorialB

crm9i_tutorialb.pdf

crm9i_tutorialb.ppt

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Monday
16:20-16:40

Refreshment Break

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Monday
16:40-17:30

Tutorial C: CRM Project Implementation Best Practices

Speaker: Isher Kaila
Session Type: Pre-Conference Tutorial

Location: Lancaster London - Beech Suite, Level 1
ID: TutorialC

crm9i_tutorialc.pdf

crm9i_tutorialc.ppt

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Monday
17:30-18:00

Tutorial D: Q&A Panel

Speakers: Gene Alvarez, Jim Davies, Isher Kaila, Ed Thompson
Session Type: Pre-Conference Tutorial

Location: Lancaster London - Beech Suite, Level 1
ID: TutorialD

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Tuesday

Tuesday
08:30-08:45

Conference Chair Welcome

Speakers: Jim Davies, Ed Thompson
Session Type: Keynote Session

Location: Lancaster London - Westbourne 2, Level -1
ID: P1

crm9i_P1.pdf

crm9i_P1.ppt

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Tuesday
08:45-09:30

Gartner Keynote: Marketing Innovation — Making Sense of Technology Overdrive

Speaker: Mark Raskino
Session Type: Keynote Session

Location: Lancaster London - Westbourne 2, Level -1
ID: P2

crm9i_p2.pdf

crm9i_p2.ppt

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Tuesday
09:30-10:25

European CRM Excellence Awards Finalist Presentation

Speakers: Arjan Burgers, Giorgio Cavalieri, Rolf Eichweber
Moderator: Jim Davies
Session Type: Keynote Session

Location: Lancaster London - Westbourne 2, Level -1
ID: P3

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Tuesday
10:25-10:55

Refreshment Break in the Solution Showcase (Tuesday morning)

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Tuesday
10:55-11:35

Panel: From Solid Foundations to Cool Innovations

Speakers: Vinay Iyer, Steven Thurlow, Brad Wilson.
Moderators: Alexander Drobik, Isher Kaila
Session Type: Premier Sponsor Presentation

Location: Lancaster London - Westbourne 2, Level -1
ID: P4

crm9i_P4.pdf

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Tuesday
11:35-12:25

Guru Keynote: Excellence or Innovation? Pick One

Speaker: Don Peppers
Session Type: Keynote Session

ID: P5

crm9i_P5.pdf

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Tuesday
12:25-13:30

Lunch and Demonstration Forum — Roundtables for Country and Industry Peer Groups (Tuesday)

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Tuesday
12:35-12:55

Minority Report comes to life

Speakers: Malcolm Duckett, Brian Holyer
Session Type: Demo Theater

Location: Lancaster London - Nine Kings Foyer, Level 0

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Tuesday
13:05-13:25

Infor CRM Epiphany Inbound Marketing

Speaker: Raj Gupta
Session Type: Demo Theater

Location: Lancaster London - Nine Kings Suite, Level 0

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Tuesday
13:30-14:15

Engagement Loyalty – Keeping Customers Interested in an Increasingly Fragmented Market

Speaker: Luc Bondar
Session Type: Executive Session

Location: Lancaster London - Beech Suite, Level 1
ID: E1
Track: Executive

crm9i_E1.pdf

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Tuesday
13:30-14:20

Improving the Customer Experience: Satisfaction, Loyalty and Branding

Speaker: Ed Thompson
Session Type: Track Session

Location: Lancaster London - Westbourne 2, Level -1
ID: G1
Track: Track1

crm9i_g1.pdf

crm9i_g1.ppt

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Tuesday
13:30-14:20

1000 CRM Projects Can't Be Wrong! Lessons From Those Who Have Gone Before

Speaker: Matthew Goldman
Session Type: Track Session

Location: Lancaster London - Westbourne 3, Level -1
ID: G2
Track: Track2

crm9i_g2.pdf

crm9i_g2.ppt

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Tuesday
13:30-14:20

Customer Analytics: Radical Innovation or Better Reporting?

Speaker: Gareth Herschel
Session Type: Track Session

Location: Lancaster London - Westbourne 1, Level -1
ID: G3
Track: Track3

crm9i_g3.pdf

crm9i_g3.ppt

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Tuesday
14:15-14:55

Made to Measure Marketing

Speaker: Mark Sage
Session Type: Executive Session

Location: Lancaster London - Beech Suite, Level 1
ID: E2
Track: Executive

crm9i_E2.pdf

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Tuesday
14:30-15:10

End-User Case Study: easyJet - Delivering a Consistent and Heightened Customer Experience in a Multi Channel Environment

Speaker: Paul Hopkins
Session Type: End-User Case Study Session

Location: Lancaster London - Westbourne 3, Level -1
ID: U1

crm9i_U1.pdf

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Tuesday
14:30-15:10

End-User Case Study: Kone Corporation - Implementing CRM to Enhance Global Sales Efficiency

Speaker: Ulla Hiekkanen
Session Type: End-User Case Study Session

Location: Lancaster London - Westbourne 2, Level -1
ID: U2

crm9i_U2.pdf

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Tuesday
14:30-15:10

End-User Case Study: Bank Zachodni WBK — A Journey From Customer Oriented Strategy To Real CRM Solution

Speaker: Dariusz Żurakowski
Session Type: End-User Case Study Session

Location: Lancaster London - Westbourne 1, Level -1
ID: U3

crm9i_U3.pdf

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Tuesday
15:20-15:50

Multichannel 2.0: Retention Through Relevance

Speaker: Hugh Wilson
Session Type: Executive Session

Location: Lancaster London - Beech Suite, Level 1
ID: E3
Track: Executive

crm9i_E3.pdf

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Tuesday
15:20-15:50

Improving Customer Experience one Interaction at the Time

Speaker: Simon Griggs
Session Type: Solution Provider Session

Location: Lancaster London - Westbourne 1, Level -1
ID: V1

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Tuesday
15:20-15:50

Increasing business profitability by sharing data and enhancing consumer experience

Speaker: Koos Berkhout
Session Type: Solution Provider Session

Location: Lancaster London - Westbourne 3, Level -1
ID: V2

crm9i_V2.pdf

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Tuesday
15:20-15:50

Past, Present and Future CRM strategy at NAB Group Europe

Speaker: Martin Allton
Session Type: Solution Provider Session

Location: Lancaster London - Westbourne 2, Level -1
ID: V3

crm9i_v3.pdf

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Tuesday
15:50-16:20

Refreshment Break in the Solution Showcase

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Tuesday
16:20-17:20

Company Panel: Social Networking

Speaker: Don Peppers
Session Type: Executive Session

Location: Lancaster London - Beech Suite, Level 1
ID: E4
Track: Executive

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Tuesday
16:20-17:10

Engaging External Providers To Improve Your Customer Experience: Who Can Help?

Speaker: Matthew Goldman
Session Type: Track Session

Location: Lancaster London - Westbourne 3, Level -1
ID: G4
Track: Track1

crm9i_g4.pdf

crm9i_g4.ppt

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Tuesday
16:20-17:10

How To Successfully Manage Your Outsourcing, Managed Service, OnDemand and Inhouse Strategies

Speaker: Johan Jacobs
Session Type: Track Session

Location: Lancaster London - Westbourne 2, Level -1
ID: G5
Track: Track2

crm9i_g5.pdf

crm9i_g5.ppt

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Tuesday
16:20-17:10

Adding Intelligence to Contact Center Workforce Optimization

Speaker: Jim Davies
Session Type: Track Session

Location: Lancaster London - Westbourne 1, Level -1
ID: G6
Track: Track3

crm9i_g6.pdf

crm9i_g6.ppt

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Tuesday
17:20-18:10

Guest Presentation: How Your Organization's Empathy Rating Drives Profitability (presentation slides)

Speakers: Yuksel Ekinci, Jamie Lywood
Session Type: Guest Speaker Session

Location: Lancaster London - Westbourne 2, Level -1
ID: G7

crm9i_g7.pdf

crm9i_g7.ppt

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Tuesday
17:20-18:10

Implementing the Single Customer View — Part of your Master Data Management Vision

Speaker: John Radcliffe
Session Type: Track Session

Location: Lancaster London - Westbourne 3, Level -1
ID: G8
Track: Track2

crm9i_g8.pdf

crm9i_g8.ppt

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Tuesday
17:20-18:10

Sales Analytics: Turning Insight into Opportunity

Speaker: Michael Dunne
Session Type: Track Session

Location: Lancaster London - Westbourne 1, Level -1
ID: G9
Track: Track3

crm9i_g9.pdf

crm9i_g9.ppt

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Tuesday
17:25-18:10

Roundtable Discussions

Speaker: Don Peppers
Session Type: Executive Session

Location: Lancaster London - Beech Suite, Level 1
ID: E5
Track: Executive

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Tuesday
18:10-20:10

Networking Drinks Reception

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Wednesday

Wednesday
08:00-08:50

Technologies That Can Be Used to Improve the Customer Experience

Speaker: Jim Davies
Session Type: Track Session

Location: Lancaster London - Westbourne 3, Level -1
ID: G10
Track: Track1

crm9i_g10.pdf

crm9i_g10.ppt

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Wednesday
08:00-08:50

CRM Architectures and Technology Platforms: Evolving Toward SOA

Speaker: John Radcliffe

Location: Lancaster London - Westbourne 1, Level -1
ID: G11
Track: Track2

crm9i_g11.pdf

crm9i_g11.ppt

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Wednesday
08:00-08:50

Using Metrics to Build Strong, Profitable Customer Relationships

Speaker: Isher Kaila
Session Type: Track Session

Location: Lancaster London - Westbourne 2, Level -1
ID: G12
Track: Track3

crm9i_g12.pdf

crm9i_g12.ppt

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Wednesday
09:00-09:30

Microsoft CRM - Delivering Automated Business Processes

Speaker: Brad Wilson
Session Type: Solution Provider Session

Location: Lancaster London - Westbourne 3, Level -1
ID: V4

crm9i_V4.pdf

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Wednesday
09:00-09:30

Personalisation vs. Simplification

Speaker: Steve Pollock
Session Type: Solution Provider Session

Location: Lancaster London - Westbourne 2, Level -1
ID: V5

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Wednesday
09:30-10:00

Refreshment Break in the Solution Showcase

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Wednesday
10:00-10:40

End-User Case Study: Creating a Customer Experience at Folksam: One-to-One Marketing Based on Life-Events and Individual Needs

Speaker: Peter Mattes
Session Type: End-User Case Study Session

Location: Lancaster London - Westbourne 3, Level -1
ID: U4

crm9i_U4.pdf

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Wednesday
10:00-10:40

End-User Case Study: Hungarian Telekom (T-Mobile Hungary): Creating a Unified Customer Experience in a Wireline-Mobile Telco Corporate Merger

Speakers: Erzsébet Erdélyi, Beata Kovacs
Session Type: End-User Case Study Session

Location: Lancaster London - Westbourne 2, Level -1
ID: U5

crm9i_U5.pdf

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Wednesday
10:00-10:40

End-User Case Study: Garlands Call Centres - Establishing the Business Case for Speech Analytics

Speakers: Chris Colyer, David Grant
Session Type: End-User Case Study Session

Location: Lancaster London - Westbourne 1, Level -1
ID: U6

crm9i_U6.pdf

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Wednesday
10:50-11:35

Analyst/User Roundtable: Internet Selling in the Web 2.0 World (this sessions requires pre-booking)

Speaker: Gene Alvarez
Session Type: Analyst/User Roundtable

Location: Lancaster London - Oak 1
ID: AUR2

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Wednesday
10:50-11:40

The Role of the Contact Center in Customer Experience Management

Speaker: Johan Jacobs
Session Type: Track Session

Location: Lancaster London - Westbourne 1, Level -1
ID: G13
Track: Track1

crm9i_g13.pdf

crm9i_g13.ppt

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Wednesday
10:50-11:40

Guest Presentation: Tapping Into The Power of Distributed Co-Creation: Implementing a New Source of Competitive Advantage

Speaker: Dr. Jacques Bughin
Session Type: Guest Speaker Session

Location: Lancaster London - Westbourne 2, Level -1
ID: G14
Track: Track2

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Wednesday
10:50-11:40

Improving Marketing Performance Through Analytics

Speaker: Adam Sarner
Session Type: Track Session

Location: Lancaster London - Westbourne 3, Level -1
ID: G15
Track: Track3

crm9i_g15.pdf

crm9i_g15.ppt

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Wednesday
11:50-12:20

Using CEM to take advantage of the downturn

Speaker: Frank Kirwan
Session Type: Solution Provider Session

Location: Lancaster London - Westbourne 3, Level -1
ID: V7

crm9I_V7.pdf

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