Monday, May 23, 2016
Delivering World-Class Service: Lessons From the Mouse
Planning for CRM Success
Social Selling: How Sales Organizations Become Digital
KEYNOTE LUNCH: Reimaging Customer Service in a Let-Me-Do-It World
CRM’s Role in Enabling Sales Transformation
Solution Sessions
Six Ways to Increase Prospect Intelligence to Win More Business
Promote Active CRM Using the Willing To Buy Framework
Laziness, Narcissism, and Other Politically Incorrect Considerations in Formulating Marketing Strategy
Mapping Personas in Your CRM System to Maximize Value
KEYNOTE LUNCH: Reimaging Customer Service in a Let-Me-Do-It World
Understanding Intent Data
Solution Sessions
Using Customer Journey Mapping to Create Great Experiences
Is Personalization Enough? Marketing Challenges & Opportunities
Build Insight-Driven Customer Experiences
Implementing a CRM Program in the Federal Government
KEYNOTE LUNCH: Reimaging Customer Service in a Let-Me-Do-It World
Evolving Government Contact Centers
Solution Sessions
The Internet of Things, Cyber-Security, and Government Readiness
Not Being ‘Really Disruptive,’ but Delivering Disruption for Real
Tuesday, May 24, 2016
Breakfast With the Influencers Panel
CRM (R)evolution
Lead Conversion Mixology
Sales Is From Mars, Marketing Is From Venus: An Alignment Story With MA + CRM
KEYNOTE LUNCH: The Next Evolution in Customer Engagement
How Creating Business & IT Alignment Improves Customer Engagement Outcomes
Solution Sessions
Making Sales Predictive and Mobile
Digital Transformation in the Age of the Mobile Customer
Connecting In-Store Behavior to Online Dynamic Design
KEYNOTE LUNCH: The Next Evolution in Customer Engagement
Delighting the Multichannel Customer
Solution Sessions
Five Steps to Improving the Anonymous Client Experience With IoT
The Endangered Customer: Eight Steps to Guarantee Repeat Business
Evolving the Customer Experience in a Cost-Constrained World
KEYNOTE LUNCH: The Next Evolution in Customer Engagement
Excellent Customer Service is Amazing Marketing
Solution Sessions
People, Process, & Technology Tips
Wednesday, May 25, 2016
PANEL: Gaining Sales Advantage: Sales Optimization Tools, Techniques, & Technology
Predicting the Future: Customer-Driven Innovation
Executive Primer, Part 1—Digital Strategy: How to Thrive in the Digital Deluge
PANEL: CRM and Small Business in a Digital World
When Amy Met Siri: How Virtual Companions Will Change Customer Engagement Forever
Using Predictive Analytics to Fuel Marketing Success: Fortune Tellers Need Not Apply
Next Best Action Personalization
Executive Primer, Part 2—Digital Strategy: The Core Role of CRM
Rethinking Customer Loyalty in an Age of Rapid Turnover
CRM in Sports: Maximizing Fan Engagement with Data