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Monday, August 19, 2013
Keynote
WELCOME & OPENING KEYNOTE: Earn Your Customers’ Rave
9:00 a.m. - 10:00 a.m.
Jeanne Bliss, Founder - CustomerBliss.com and Cofounder, Customer Experience Professionals Association (www.cxpa.org); past Chief Customer Officer of Lands’ End, Allstate, Microsoft, and Mazda corporations

In an increasingly competitive environment, customer service can be the difference between winning and losing customers and also turning neutral customers into some of your biggest advocates. To do this, organizations need not only to meet customer expectations, but exceed them. Adapted from Bliss’s best-selling book, I Love You More Than My Dog; Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad, this keynote focuses on what’s most important for delivering meaningful customer experiences that drive profitability and growth. It’s not about a point in time; it’s about deliberate decisions and actions that lead to customer rave and earn customer advocates.

Track A
A101 – Reinvent Customer Engagement
10:15 a.m. - 11:00 a.m.
Paul Tedesco, Managing Director - RAPP Canada

Marketers must reposition their messaging to be less-intrusive and more valuable, transparent, and respectful. This presentation covers how to 1) give customers what they want, when they want it, and how they would like it; 2) build trust through transparency and integrity; 3) deliver on your brand promise; 4) focus on the value exchange between your company and your customers; and 5) personalize interactions. Attend this session and turn data into an engine of value creation.

A102 – People Try to Put Us D-Down, Talkin’ ’Bout Your Reputation
11:15 a.m. - 12:00 p.m.
Jim Berkowitz, CRM Technology Coach & Digital Marketer - CRM Mastery, Inc.

Your business’s reputation is critical to its success and ability to prosper. So, with the abundance of ways for anyone to post comments and reviews about your brand online, it is of paramount importance that businesses of every size get on board with online reputation management. This session explores both best practices and the state of the technology tools available to help organizations engage with prospects and customers on the social web.

Sponsored Keynote Luncheon: Customer Experience: Less Is More
12:00 p.m. - 1:15 p.m.
Davin Yap, Founder & CEO - Transversal

Exceptional customer service should be the focus of customer experience. Using knowledge and “broad context” enables you to achieve this across all channels. Emerging trends and technologies makes customer experience “magic” possible, but the goal should be “more with less.”

A103 – Sales and Marketing, the Integrated Funnel
1:15 p.m. - 2:00 p.m.
Denis Pombriant, Managing Principal - Beagle Research Group, LLC CRM Magazine Columnist

This session reviews some recent findings about the impact of social media and analytics on the integrated marketing and sales funnel. The presentation focuses on how economic realities are driving adjustments in the marketing and sales processes and the tools we use to reach our goals. Topics include social media, sales, marketing, and analytics.

A104 – Solution Sessions
2:15 p.m. - 3:00 p.m.

See two 20-minute presentations about some of the latest technological developments in CRM from companies at the conference. The specifics of this presentation will be available on www.CRMevolution.com. All session updates will be included in the final program distributed at the CRM Evolution 2013 conference. For real-time conference updates, follow @CRMevolution on Twitter. Also, to see what conference organizers, speakers, and attendees are saying about this event, follow #CRMe13 on Twitter. To join the CRM Evolution 2013 group discussion, include #CRMe13 in your tweets.

2:15 p.m. - 2:35 p.m.
The Complete View of Your Customer
Raju Vegesna, Evangelist - Zoho

The information stored in a typical CRM system only provides you a partial view of your customer. Lots of customer information is trapped in various other systems. This session expands on how to get all this information together to get a complete view of your customer inside your CRM system.

2:40 p.m. - 3:00 p.m.
Trends & Analysis Toward Consistent, Contextual Customer Experiences
Esteban Kolsky, Founder and President - ThinkJar
James Norwood, Chief Marketing Officer - KANA

Join Esteban Kolsky, industry analyst and customer strategist of thinkJar, and James Norwood, chief marketing officer, KANA, to examine emerging technology trends and patterns for multichannel customer service automation. Learn how digital and social channels, mobile devices and applications, and traditional support channels are being unified to deliver more consistent, context-relevant, and cost-effective customer service experiences that count.

A105 – CRM Comes to Sales Management (Finally)
3:15 p.m. - 4:00 p.m.
Jim Dickie, Managing Partner - CSO Insights

For years when we have talked about CRM in sales, we have been focusing on the tools that sales reps can use to increase their personal efficiency and effectiveness. But what about the people leading those sales teams? This session shares the results of CSO Insights’ 6th annual Sales Management Optimization study to highlight the challenges facing sales management teams. Case study examples show how CRM for sales management can increase win rates by 24%, decrease new rep ramp-up time by 33%, improve margins by 29%, and more.

A106 – How Gamification Drove a Hypercompetitive Sales Team
4:15 p.m. - 5:00 p.m.
David McDermott, Director of Sales Enablement - Kelly Services

How do you harness your sales team’s ambitious nature, and keep them focus on the team’s goals? Gamification. Learn how Kelly Services implemented a meaningful,focused, targeted program with the help of industry leader LevelEleven. David will examine in detail how Kelly Services was able to target the right combinations of behaviors to motivate employees, using competitions for teams both small that ranged from small (10-15 people) to massive, cross-organizational events.

Track B
B101 – Executive Boot Camp, Part 1: Readying for Social CRM
10:15 a.m. - 11:00 a.m.
Barton J Goldenberg, President - ISM, Inc.

This three-part presentation series cuts through the social CRM hype and inform participants how to create a valuable social CRM strategy and implement it successfully. In Part 1, Barton Goldenberg walks you through the CRM and social CRM definitions and digs into the people, process, and technology components of social CRM. Part 1 ends with a description of emerging CRM industry trends including social CRM, mobile CRM, gamification, Big Data analysis and insight, and multichannel CRM.

B102 – Executive Boot Camp, Part 2: Leveraging Social Media Information to Advance Your CRM Efforts
11:15 a.m. - 12:00 p.m.
Barton J Goldenberg, President - ISM, Inc.

Part 2 of this three-part session reveals the various social CRM challenges that organizations face: identifying the optimal tools for capturing social insight, determining how best to filter this insight so that it can be made actionable, knowing how to easily and intuitively port this insight into customer profiles, and analyzing and utilizing this filtered information effectively in the organization’s marketing and sales efforts. Learn how companies such as Kraft Foods, AAA, ExxonMobil, Dell, Verizon, and others have successfully overcome social CRM challenges to secure meaningful business value.

Sponsored Keynote Luncheon: Customer Experience: Less Is More
12:00 p.m. - 1:15 p.m.
Davin Yap, Founder & CEO - Transversal

Exceptional customer service should be the focus of customer experience. Using knowledge and “broad context” enables you to achieve this across all channels. Emerging trends and technologies makes customer experience “magic” possible, but the goal should be “more with less.”

B103 – Executive Boot Camp, Part 3: Making Social CRM Happen
1:15 p.m. - 2:00 p.m.
Barton J Goldenberg, President - ISM, Inc.

The final session in this three-part presentation digs into leading social CRM executive issues that every executive should master: executive leadership; obtaining and maintaining end-user interest; integrating people, process, and technology; and managing your software vendor and integration partners. This session also examines the key elements that drive a successful social CRM implementation, including a structured approach (“top-down/ bottom- up” methodology), effective governance, meaningful change management, valuable communication, continuous training, champion program, compelling incentives, data standards and integrity, and effective business process effectiveness. Attendees leave with a checklist of to-do’s when designing a social CRM strategy and implementing it successfully.

B104 – Solution Sessions
2:15 p.m. - 3:00 p.m.

See two 20-minute presentations about some of the latest technological developments in CRM from companies at the conference. The specifics of this presentation will be available on www.CRMevolution.com. All session updates will be included in the final program distributed at the CRM Evolution 2013 conference. For real-time conference updates, follow @CRMevolution on Twitter. Also, to see what conference organizers, speakers, and attendees are saying about this event, follow #CRMe13 on Twitter. To join the CRM Evolution 2013 group discussion, include #CRMe13 in your tweets.

2:15 p.m. - 2:35 p.m.
Digital Customer Engagement: From Chaos to Harmony
Kurt Van Dyn Hoven, Director, Retail Industry Solutions - eGain

Kurt VanDynHoven of eGain Corp. discusses real-world drivers, opportunities, and challenges in multichannel customer engagement through digital channels. He shares success stories of customer experience transformation, leveraging digital collaboration, and smarter knowledge.

2:40 p.m. - 3:00 p.m.
Get the New Customer Success Formula
Barton J Goldenberg, President - ISM, Inc.
Ann Ruckstuhl, CMO - LiveOps

There is no part of an organization's workforce that touches the customer as much as the customer service agent. Yet all too often organizations undervalue or underestimate the key role that agents play as the first set of ears that receive customer feedback, and organizations fail to arm their agents with the right tools to do their jobs well. Today's customers are in more control than ever before, and organizations need to adapt or get left behind. Join noted customer relationship management futurist Barton Goldenberg, founder and president of ISM, and Ann Sung Ruckstuhl, SVP and CMO of LiveOps, as they discuss the new Customer Success Formula and how organizations need to adjust their thinking about customer success and how to get it.

B105 – Social CRM as the Starting Point for Enterprise Customer Experience
3:15 p.m. - 4:00 p.m.
Mitch Lieberman, Managing Partner - DRI Global

How does an organization progress in a uniform fashion from understanding what social CRM efforts are needed and actually doing it? It is time to progress from departmental social media initiatives to organizational digital communication programs. These programs should have defined and coordinated objectives. This session addresses how to use social CRM to set the course for better customer experiences (including coordinated and personalized customer-facing communication programs), evolve your organization and execute CRM across the enterprise (so that data, information, and knowledge are universally accessible and content and digital assets are consistent and shared), and complete the enterprise customer experience vision so that customer expectations are understood and met.

B106 – Emerging Pathways for Growth in a Digitally Networked Society
4:15 p.m. - 5:00 p.m.
Brian Vellmure, Principal/Founder - Innovantage

The intersection of business fundamentals and our ever-growing digitally networked society is creating new possibilities and exposing new challenges daily. In this session, we zero in on emerging opportunities, placing a filter over the sound bites, noise, and hype, and discuss roadmaps that can truly amplify the future growth of your customer driven organization.

Track C
C101 – The Benefits of Customer-Centric Management Leadership
10:15 a.m. - 11:00 a.m.
Silvana Buljan, Founder and Managing Director - Buljan & Partners Consulting

CRM projects have evolved in the past from a rather IT and functional, process-driven perspective toward customer experience and customer/employee engagement. Engagement requires a transformational change in management leadership, combining rational business cases for financial growth with emotional aspects of team leadership and individual coaching. The case study represents a customer who has started the journey of transforming his organization toward authentic customer centricity with our customer-centric management leadership methodology, whose results will be shared with the audience.

C102 – How to Select a CRM Vendor
11:15 a.m. - 12:00 p.m.
Eric Pozil, Principal Analyst and President - CRM Northwest

Companies selecting a CRM solution are influenced by a number of factors including organization requirements, automation of business processes, management goals, technology upgrades, vendor relationships, and meeting customer demand for their products and services. This briefing walks attendees through our last 5 years of research to understand why companies made a CRM decision, their successful results, the challenges they overcame, and lessons learned. It explores the approach leading vendors such as Oracle, Microsoft, and Salesforce.com apply to position their solutions to prospects and how those prospects responded to the sales cycle encountered with the vendors. We share elements of our research that include successful and not-so-successful strategies employed by vendors to win an evaluation. Successful negotiation strategies companies have utilized to obtain favorable terms are discussed. The presentation concludes by sharing best practices to conduct a thorough, time-saving, and effective CRM evaluation.

Sponsored Keynote Luncheon: Customer Experience: Less Is More
12:00 p.m. - 1:15 p.m.
Davin Yap, Founder & CEO - Transversal

Exceptional customer service should be the focus of customer experience. Using knowledge and “broad context” enables you to achieve this across all channels. Emerging trends and technologies makes customer experience “magic” possible, but the goal should be “more with less.”

C103 – Create Personalized B2B Customer Experiences
1:15 p.m. - 2:00 p.m.
Woody Driggs, Managing Principal - Customer Practice - Ernst & Young

A sea change in how B2C consumers purchase products is afoot. Increased online, mobile, and tablet purchase patterns introduce unprecedented opportunity to have personalized recommendations based on purchase history intelligence. These expectations, created in your consumer life, translate to your business life. You expect—and demand—the same treatment, the same ability to customize, and the same unique experience. To keep pace with increasing expectations of a better, more tailored customer experience without eroding their bottom line, companies must develop the discipline to engineer end-to-end business experiences. To accomplish this at scale, organizations must adopt a four-pronged approach. Attend this presentation and see how to apply this approach to your business.

C105 – How Big Data Analytics Fuels Customer Management Excellence
3:15 p.m. - 4:00 p.m.
Leslie Ament, SVP Research & Principal Analyst - Hypatia Research Group

Recent research from Hypatia Research Group reveals that Big Data analytics can yield double-digit returns on investments. This session covers how companies can achieve this goal. Learn which selection criteria, business process capabilities, and decision-support best practices are critical in making the right investment for your organization. Ament offers insights into the goals organiza- tions should set for Big Data analytics, best practices, and metrics to track, as well as the stakeholders needed for success and ROI.

C106 – Omnichannel Strategy: Building Value Across All Customer Experiences
4:15 p.m. - 5:00 p.m.
Jeff Tanner, Professor of Marketing - Baylor University and Consultant, Sales and Marketing Strategy, JK Tanner

Loyalty isn’t what it used to be, not with today’s empowered consumer. Building a loyal following requires an omnichannel strategy that reflects the reality of the anytime, anywhere consumer. Cabela’s successful omnichannel strategy marries data across channels to a deep understanding of the way consumers want to interact. This case study illustrates the application of data to understand channel value and how that value can be realized.

C104 – Solution Sessions
2:15 p.m. - 3:00 p.m.

See two 20-minute presentations about some of the latest technological developments in CRM from companies at the conference. The specifics of this presentation will be available on www.CRMevolution.com. All session updates will be included in the final program distributed at the CRM Evolution 2013 conference. For real-time conference updates, follow @CRMevolution on Twitter. Also, to see what conference organizers, speakers, and attendees are saying about this event, follow #CRMe13 on Twitter. To join the CRM Evolution 2013 group discussion, include #CRMe13 in your tweets.

2:15 p.m. - 2:35 p.m.
How Virtual and Human Agents Can Work Together to Improve Engagement With Social Customers
Tobias Goebel, Director of Mobile Strategy, Product Management & Marketing - Voxeo, an Aspect Company

Social networks are known for human-to-human connections. But for customer care, social networks, especially Twitter, are also convenient channels for asking questions and performing routine transactions that could be automated. This session discusses use cases for combining natural language automated “virtual agents” with human agents in your contact center to better serve and engage social customers.

2:40 p.m. - 3:00 p.m.
Engaging Interface: Demand More From Your CRM
Ted Hartley, VP, Business Development - BPMonline

The release of the BPMonline 7.0 platform came at a time when a so-called “Consumerization of IT” trend is having the biggest impact on the perception of business software. No more need for traditional cumbersome and repulsive enterprise solutions. In this 20-minute presentation we show you how next-generation CRM can help you reduce the amount of time wasted on routine operations, by concentrating only on information needed on each stage. Find out how consumer UI that applies best practices of social networks’ design can make work with the application fun, engaging, and improve both staff productivity and customer satisfaction.

Reception
Grand Opening Reception
5:00 p.m. - 7:00 p.m.

Join your peers on Monday after the sessions for the opening of the Customer Solutions Expo - featuring the CRM Evolution, SpeechTEK, and Customer Service Experience Showcases. Visit with conference sponsors, exhibitors, speakers, and other attendees while enjoying light hors d'oeuvres and drinks.

Connect with CRM Evolution 2013
#CRMe13

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