Open to all conference attendees and Discovery Pass holders, Solution Sessions are presented by conference sponsors. Sessions are educational, and the presentations, which typically focus on products and customer case-studies, provide a good opportunity to learn more about specific customer service technologies that are currently available for customer service and support departments. Follow #CRMevolution on Twitter for updates.

In the age of the customer, businesses around the globe are looking for ways to transform traditional operations with more effective customer engagement strategies. Many transformation projects have been spearheaded by marketing and remain in a digital silo. SugarCRM CMO Jennifer Stagnaro will explain why CRM and CX need to be linked with individual stakeholders from both the buyer’s and seller’s organizations along the entire customer journey. Stagnaro will highlight several real-world examples of B2B and B2C brands that have leveraged the flexibility of the Sugar platform to merge their CRM and CX strategies and achieve positive results. 

Architects need a blueprint for taking an idea to a finished project. The blueprint provides structure, accountability and repeatability. Similarly, marketers need a blueprint for managing the “always on” customer journey to better understand how to manage interactions across all channels, learn about successes and where to make corrections and streamline marketing processes. The three pillars for winning cross-channel strategies—data, content and delivery; Streamlining marketing processes for greater velocity and efficiencies and Extending campaign management into a digital marketing ecosystem.

Open to all conference attendees and Discovery Pass holders, Solution Sessions are presented by conference sponsors. Sessions are educational, and the presentations, which typically focus on products and customer case-studies, provide a good opportunity to learn more about specific customer service technologies that are currently available for customer service and support departments. Follow #CRMevolution on Twitter for updates.

As organizations look for new ways to differentiate themselves and their customer experience, Microsoft continues to redefine the way businesses deliver intelligent and transformative customer service and engagement. Join Microsoft GM of Customer Service Solutions Bill Patterson for a look at the future of customer service and engagement which includes community, virtual assistants and IoT.

Adding Intelligence to each consumer interaction is paramount to presenting a unified experience. Customers expect great CX at every touchpoint—and, frequently, they are not getting it. But it's not easy for organizations to deliver. Actually, it's never been more difficult. This session puts CRM at the center of the CX discussion, showcasing how to harness Productivity, Intelligence, Mobility and Unified Service across the entire service lifecycle.

Open to all conference attendees and Discovery Pass holders, Solution Sessions are presented by conference sponsors. Sessions are educational, and the presentations, which typically focus on products and customer case-studies, provide a good opportunity to learn more about specific customer service technologies that are currently available for customer service and support departments. Follow #CRMevolution on Twitter for updates.

It's time to radically rethink CRM. Most systems are plagued by poor adoption and incomplete data. You need complete transparency into all customer communication to anticipate service disruption, win advocates, and deliver incredible customer experiences. Next-gen systems address adoption challenges, solve the data problem, and help deliver on CRM’s promise.

Digital transformation is the new reality - changing how we communicate and engage with customers. Organizations need to blur the lines between marketing, sales, commerce, service, and communities through digital transformation. Attend this session to learn actionable strategies on how to exceed customer expectations by delivering better, faster, richer, and more personalized digital experiences.

Open to all conference attendees and Discovery Pass holders, Solution Sessions are presented by conference sponsors. Sessions are educational, and the presentations, which typically focus on products and customer case-studies, provide a good opportunity to learn more about specific customer service technologies that are currently available for customer service and support departments. Follow #CRMevolution on Twitter for updates.

Customers have the choice to interact with your brand through several channels; how can you ensure they have a consistent and positive experience at every touch point? This session examines the components of building a successful omni-channel relationship with your customers to improve profitability and deliver an enriched customer experience.

To maintain a competitive advantage, take the right actions, and capture new opportunities, your business needs to move quickly. In order to do this, decision-making needs to happen at the speed of business. Join us as we review how Salesforce uses Wave Analytics to answer questions and uncover new opportunities so they can get smarter about their customers.

Open to all conference attendees and Discovery Pass holders, Solution Sessions are presented by conference sponsors. Sessions are educational, and the presentations, which typically focus on products and customer case-studies, provide a good opportunity to learn more about specific customer service technologies that are currently available for customer service and support departments. Follow #CRMevolution on Twitter for updates.

Join, Elena Brown, global support services, at Meridium to hear impactful contact center best practices powering significant cost savings (hundreds of thousands), decreasing time to resolution (days to hours) and escalations up to 70 percent. Also learn tips to gain valuable customer insights and streamline internal processes to deliver next generation service experiences for not only customers, but business to business and service technicians!

With everything the latest technologies have to offer, many companies are still hanging on to the old way of providing customer service. In the “age of the customer” we redefine the Digital Self-Service experience by providing personalized guidance for every consumer at their moment of need, and insights for the business to continuously optimize the digital service journey. Join our session to learn more.

Open to all conference attendees and Discovery Pass holders, Solution Sessions are presented by conference sponsors. Sessions are educational, and the presentations, which typically focus on products and customer case-studies, provide a good opportunity to learn more about specific customer service technologies that are currently available for customer service and support departments. Follow #CRMevolution on Twitter for updates.

Providing excellent customer service means having knowledge of customer interactions that happened 2 minutes ago or even last month, regardless of channel. In this session you will learn how a cloud contact center solution gives agents the context they need to drive better customer experiences and improved business results.

Hear about major trends in CRM that focus on improved outcomes and adoption including everything from Configure Price Quote to Machine Learning to Contract Management to incentive compensation, with lots in between. Don’t enhance your CRM implementation without attending this session. Attendees will receive a workbook and additional training materials.