May 23-25, 2016 | Omni Shoreham Washington DC

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CRM Evolution 2016 Agenda


Monday, May 23, 2016

9:00 - 10:00

Keynote - Delivering World-Class Service: Lessons From the Mouse

World-class customer service is not simply a matter of smiling employees who say “please” and “thank you.” Everything your customer sees, hears, or touches impacts their experience. “Everything speaks.” This program highlights how delivering world-class service requires careful orchestration of the entire customer experience. Attendees will discover the key points of contact that make or break the customer experience; how to elevate the customer experience from ordinary to extraordinary; and customer service processes that make service excellence “business as usual.”

Presenter: Dennis Snow, President, Snow & Associates, Inc.

Track A:
Sales Strategies

Track B:
Marketing Strategies

Track C:
Management Strategies


12:00 - 1:15
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KEYNOTE LUNCH: Reimaging Customer Service in a Let-Me-Do-It World

Today’s consumers expect to interact with businesses on their channels of choice including text, mobile apps and social — with self-service options quickly becoming their preferred mode of interaction. Join us for a look at “Consumer Engagement 20/20”. Learn how to enhance the customer experience and lower costs by empowering consumers through new text and messaging self-service options, while elevating the role of your agents to subject matter experts when help is needed.

Presenter: Joe Gagnon, GM Cloud and Chief Customer Officer, Aspect






Tuesday, May 24, 2016

Sunrise Discussion


9:00 - 10:00

Keynote - CRM (R)evolution

Even though customer experience (CX) is a major priority for 2016–2017, strategists face a challenge that technology alone can’t solve. How executives see customers and how they see brands/ businesses are combining to create an experience divide that requires a shift in leadership to solve. The future of CX is a balance of BX (brand experience) and UX (user experience) all rooted in human-centered design. His new book, X: The Experience When Business Meets Design, is testament to his work. Brian Solis share his views on closing the experience divide and more so, building relationships through the design and cultivation of meaningful and shareable experiences.

Presenter: Brian Solis, Principal Analyst, Altimeter, a Prophet company

Track A:
Sales Strategies

Track B:
Marketing Strategies

Track C:
Customer Service Strategies


12:30 - 1:45
sponsored by

KEYNOTE LUNCH: The Next Evolution in Customer Engagement

Join Microsoft Dynamics CRM General Manager Jujhar Singh as he discusses with CRM Evolution Chair Paul Greenberg the future of customer engagement. Come listen over lunch to see how Microsoft is revolutionizing business process and productivity while innovating for the future which includes virtual assistants and the Internet of Things.

Presenters: Jujhar Singh, GM, Microsoft Dynamics CRM
Paul Greenberg, Managing Principal, The 56 Group, LLC


5:30 - 7:00

NETWORKING RECEPTION





Wednesday, May 25, 2016

Sunrise Discussions


Track A:
Customer Engagement

Track B:
Predictive Analytics

Track C:
Management Strategies




11:45 - 12:30

Closing Keynote Panel - CRM in Sports: Maximizing Fan Engagement with Data

For a sports team, its on-the-field competitors are very different than its off-the-field competitors. Outside of the stadium, teams have to compete with other forms of entertainment for discretionary dollars (such as concerts, movies, restaurants, plays, etc.). How do sports teams compete? What do they have to know about their fans? What types of new engagement strategies must they deliver? This panel answers these questions and more. Plus, you can hang out with sports people, which is pretty useful and cool.

Moderator: Paul Greenberg, Managing Principal, The 56 Group, LLC
Presenters: Jason Lumsden, Director, Boston Red Sox
Scott Loft, Vice President of Ticket Sales, Retention and Database Operations
Andrew Sofer, Manager, Business Intelligence & Analytics, New York Mets
Fiona Green, Director and Co-Founder, Winners FDD Ltd
Jerry Drobny, VP of Strategic Revenue Services, San Francisco Giants

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Tuesday Evening Networking Reception Sponsor

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View videos from previous CRM Evolution events here.