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CRM Evolution 2015 Final Program

Join us at the Marriott Marquis as we continue to explore the many ways CRM can improve the way you do business.

Monday, August 17, 2015
WELCOME & OPENING KEYNOTE
9:00 a.m. - 10:00 a.m.

How did Jimmy Fallon get his big break onSNLas an unknown kid from Upstate New York? How did change makers turn Finland’s school system around? How did YouTube tycoon Michelle Phan, the fastest-rising U.S. presidents, and the second African American shoe designer in history all climb to the top and achieve incredible things faster than expected? In this high-energy session, award-winning journalist and entrepreneur Shane Snow brings research and stories to life, showing attendees a framework for finding smarter paths to big goals and breakthroughs and how to beat the plateau and generate momentum in work and life.

track A - Sales Strategies
10:15 a.m. - 11:00 a.m.
Jim Dickie, Research Fellow, MHI Global - CSO Insights

Each year billions of dollars are spent on technology, training, process, sales intelligence services, sales analytics, etc., in the hope of increasing sales effectiveness. Yet, only 30.4% of all sales transformation projects achieve the majority of their goals. This session focuses on the five key mistakes that many companies are making. It also shows how some companies are overcoming these challenges and achieving massive returns on their investment. Session attendees receive CSO Insights’ ebook, A CSO’s Guide to Transforming Sales, which offers a road map for continuous sales performance improvement through the effective use of people, process, technology, and knowledge.

11:15 a.m. - 12:00 p.m.
V Balaji, Chief Information Officer - Tata Technologies

Building on Tata Technologies’ CRM Evolution presentation from last year (“The 7 Pillars of Sales Transformation”), this session reflects on where we have gone beyond sales analytics and comes back to the customer and relationship, now that we have addressed the management. It reveals why a sales CRM system, a sales forecasting solution, and an enterprise tool are equally key components of an integrated strategy.

12:00 p.m. - 1:15 p.m.
Neil Capel, Founder and Chairman - Sailthru
Sponsored By

In today’s hyper competitive world of ecommerce, more brands expect to compete on customer experience ahead of product than ever before. The key to transforming the CX is by delivering a connected, cross-channel experience that grows in relevancy. In this session, Neil Capel, will detail how brands are overcoming the challenges of building a Single Customer View, connecting multiple channels and even predicting the future behaviors of individual customers. He’ll demonstrate how relevancy is key for revenue and how brands are redefining what it means to “know the customer.” 

1:15 p.m. - 2:00 p.m.
Bill Wallace, Vice President - Revenue Storm

In many organizations, sales cycles are increasing, conversion rates are decreasing, and deals that were a sure thing don’t close. Sales organizations require a blend of art and science to succeed; most struggle to master the latter. Armed with unprecedented amounts of data, sales organizations lack actionable insight. Learn best practices for determining which deals your team should focus on, how to get bad deals out of your pipeline earlier, and a fresh approach to more accurately forecast revenue and manage pipelines. Put the power of sci- ence to work for your sales force.

2:15 p.m. - 3:00 p.m.
2:15 p.m. - 2:35 p.m.
Operationalizing the Customer Journey
Mitch Lieberman, Customer Success Architect - SugarCRM

While many organizations have undertaken customer jounrey mapping sessions to better understand how their customers interact with their business, only a select few have taken action on the insights gained from such an initiative. In this session, SugarCRM CMO Jennifer Stagnaro will reveal some tips on how to quickly take action to optimize the customer journey, and give some real-world examples of SugarCRM customers and their winning strategies, using a flexible CRM platform as the springboard to success.

3:15 p.m. - 4:00 p.m.
Darius Vaskelis, SVP & Managing Director, CRM - Tectonic

What are the emerging trends in next-generation customer IT? Darius Vaskelis will discuss the accelerating technology that will have a dramatic impact on how we manage people, sell, and market to them. He will trace the involvement of CRM technologies and where they are heading in the post-PC era, including the context of larger socioeconomic changes. He will detail how these changes will influence sales, customer interaction, and the customer experience. Plus, he'll cover the role that big data and analytics are playing.

4:15 p.m. - 5:00 p.m.
Rick McCutcheon, President - RA McCutcheon Consulting Certified Sales Professional, Dynamics CRM MVP

Many CRM leaders and project managers struggle with getting long-term buy-in and support for their CRM projects from their organizations. This nontechnical session is designed to help CRM leaders better understand and explain CRM’s true value to their organization to build an internal CRM culture and help to get buy-in for their project.

track B - Marketing Strategies
10:15 a.m. - 11:00 a.m.
Michael Krigsman, Founder - cxotalk.com
Scott Brinker, Founder, chiefmartec.com & Co-founder & CTO - ion interactive

Marketing technology is one of today’s richest and most important enterprise domains. This richness creates confusion among buyers and users, because the tools are overwhelming, and the organizational and cultural environment is changing. This talk explores the Marketing Technology Supergraphic from technology and organizational perspectives. Come discuss issues such as overlaps between marketing and other departments (like IT), the future of marketing technology, and successful strategies for buying these products.

11:15 a.m. - 12:00 p.m.
Robert Bergman, Professor of Marketing - Lewis University

This presentation takes attendees through the science of marketing messages, and rational versus emotional decision-making, and into the elements that make a great relationship between people. It looks at 15 elements of a great relationship (between people), and how those 15 elements parallel your goals in building relationships with customers and prospects. It then explores how they can be incorporated into every level of your marketing strategies to improve the relationship (connection, bond, and rapport) between your organization (people, products, and services) and your target audiences (customers and prospects).

12:00 p.m. - 1:15 p.m.
Neil Capel, Founder and Chairman - Sailthru
Sponsored By

In today’s hyper competitive world of ecommerce, more brands expect to compete on customer experience ahead of product than ever before. The key to transforming the CX is by delivering a connected, cross-channel experience that grows in relevancy. In this session, Neil Capel, will detail how brands are overcoming the challenges of building a Single Customer View, connecting multiple channels and even predicting the future behaviors of individual customers. He’ll demonstrate how relevancy is key for revenue and how brands are redefining what it means to “know the customer.” 

1:15 p.m. - 2:00 p.m.
Diane Magers, Customer Experience and Engagement Executive, Office of the Customer - AT&T Customer Experience Catalysts

Most every organization understands how important it is to be customer-centric. But actually embedding the customer experience into the fabric of an organization, ensuring that is a priority and driving force, is another story. Breaking down the silos and bringing the heart of the customer into your organization can help you deliver on the demands of customers. Learn how to set the stage for your organization to become more customer-centric. Diane Magers shares insights on creating the customer-centered mindset, including communication and engagement; customer conversational intelligence; insights and action planning; and aligning executive, mid-level management, and working teams.

2:15 p.m. - 3:00 p.m.
Intelligent Customer Engagement: smart processes powered by Analytics, Machine Learning and IoT
Angela Bandlow, Sr. Director, Product Marketing, Dynamics Customer Engagement Solutions - Microsoft

As if Data wasn’t Big enough already, the advent of sensors, tooling and other means of gathering information like the Internet of Things (IoT) takes it to a whole new level. Join Microsoft to hear how Machine Learning, Analytics and IoT can make your CRM and Productivity processes intelligent and easily turn data into actionable insights.

3:15 p.m. - 4:00 p.m.
Steven Ramirez, CEO - Beyond the Arc

Each year, consumers throw away, or delete, thousands of promotions from businesses that are of no interest to them. But what if there were a way to target the right customer with the right offer at the right time? Some of the largest names in the media and retail space are already actively targeting customers with offers unique to their interests, however, organizations of any size can (and should) get in on the action as well. In this session, learn the use of strategic customer segmentation and predictive analytics to successfully reach target audiences, increase the profitability of your marketing efforts, and avoid losing current and future customers.

4:15 p.m. - 5:00 p.m.
Lauren Vargas, Director of Social Media and Community Strategy, Enterprise Marketing - Aetna

Streamline your digital marketing content to make the most of your social marketing efforts, and learn how to get closer to your customers by unifying social channels and developing a digital ecosystem. Social CRM is all about collaboration; learn how to bring your departments together to create a streamlined approach for all digital publishing and engagement.

track C - Management Strategies
10:15 a.m. - 11:00 a.m.
R "Ray" Wang, Founder and Principal Analyst - Constellation Research, Inc. CRM Magazine Advisory Board, Harvard Business Press Best Selling Author, Harvard Business Review Contributor, Investor in Altimeter Group

Learn how digital technologies are transforming CRM. Since the early days of CRM, the core components have revolved first around sales, then service, and then marketing. The next wave focused on systems of engagement. Social CRM, mobile enablement, and the consumerization of technology led this era. As we enter a world of “systems of experience,” digital transformation takes CRM to the next level. Here, the focus is not on selling products and services, but on delivering brand authenticity and outcomes, or experiences, from campaign to commerce engagements.

11:15 a.m. - 12:00 p.m.
Barton J Goldenberg, President - ISM, Inc.
Denis Pombriant, Managing Principal - Beagle Research Group, LLC CRM Magazine Columnist
R "Ray" Wang, Founder and Principal Analyst - Constellation Research, Inc. CRM Magazine Advisory Board, Harvard Business Press Best Selling Author, Harvard Business Review Contributor, Investor in Altimeter Group

Today’s world is characterized by disruptive economies and digital innovation. This evolution has led us to a time when our customers are more empowered, even entitled, than ever. This requires new ways of dealing with our customers—new methods, new approaches, refinements of existing systems are all on the table as we try to figure out how to acquire and retain customers. The three authors on this panel have written books this year explaining what’s going on and how to, as Denis Pombriant calls it, “solve for the customer.” Pay close attention to what these thought leaders are saying. They may be talking about the future of your business.

12:00 p.m. - 1:15 p.m.
Neil Capel, Founder and Chairman - Sailthru
Sponsored By

In today’s hyper competitive world of ecommerce, more brands expect to compete on customer experience ahead of product than ever before. The key to transforming the CX is by delivering a connected, cross-channel experience that grows in relevancy. In this session, Neil Capel, will detail how brands are overcoming the challenges of building a Single Customer View, connecting multiple channels and even predicting the future behaviors of individual customers. He’ll demonstrate how relevancy is key for revenue and how brands are redefining what it means to “know the customer.” 

1:15 p.m. - 2:00 p.m.
Michael Fauscette, Chief Research Officer - G2 Crowd

Using social data, transaction data, behavioral models, and new mobile experience applications, companies are learning new ways to create positive outcomes for customers and prospects. Leveraging social listening tools, new CRM extensions, analytic tools, data clouds, and other technology, they are more effectively modeling potential interactions and executing against these experience models. This session looks at customer experience models, social monitoring and response tools, mobile customer experience applications, and strategies that are effectively leveraging these tools to increase revenue and customer satisfaction as well as to compete more effectively in the global marketplace.

2:15 p.m. - 3:00 p.m.
2:15 p.m. - 2:35 p.m.
Agent Empowerment Drives Greater Customer Experience
Mayur Anadkat, VP of Product Marketing - Five9

As customers continue to demand higher quality service interactions, the contact center agent has become the key to meeting this challenge. Whether they are handling sales, service or support interactions, regardless of channel type, agents have the capacity to profoundly impact the customer experience. Having the right solution as the driving force behind the contact center enables agents not only better serve customers, but also improve efficiency and positively impact the bottom line.

Attendees of this session will learn:

  • How to manage increasingly complex customer interactions
  • How to efficiently manage multiple channels
  • How to simplify all the applications and tools so that agents have everything they need at their fingertips

 

3:15 p.m. - 4:00 p.m.
Jill Hewitt, Customer Experience Designer - Catalyst

Analytical models and market research offer robust information to help predict customer behavior, but are you overlooking an approach to discover what your customers are thinking and doing? Customer experience mapping charts customer emotions and attitudes through the various customer life-cycle stages (learn, buy, enjoy, and advocate). The map identifies gaps in your customer experience and delivers a framework for improving it from the communications and experience perspectives. Create a customer experience map and discuss real-world examples of how a major financial institution and an entertainment loyalty program used their maps to identify gaps in their customer communications and processes.

4:15 p.m. - 5:00 p.m.
Danny Estrada, Founder - E Squared

Discuss how to deliver a great mobile CRM platform and review best practices to empower our mobile workforce. By 2017, at least half of all firms will have adopted the bring-your-own-device approach, introducing far-reaching implications, a Gartner study reveals. Understand the impact to your teams and their ability to use what you design, regardless of whether or not you provide technology for them. We discuss how to provide the right experience without diluting the ability to execute common tasks. Knowing how to incorporate new capabilities such as analytics and other extensions are just as important as your core mobile CRM design.

Reception
5:00 p.m. - 7:00 p.m.
Connect with CRM Evolution 2015

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Co-located with:
SpeechTEK
Customer Service Experience


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