April 24-26, 2017 | Washington Marriott Wardman Park

CRM Evolution 2017 Agenda

Monday, April 24, 2017

8:45 - 9:45

Opening Keynote - Speeding to Success: Quantifying the Customer Experience

How do you truly measure the quality of the customer experience you are delivering? How do you know you’re getting better? Amazon and Google know that the answers to these questions involve helping customers get stuff done as quickly as possible. Task completion gets you in the right ballpark, but it is speed that wins you the game of excellent customer experience. This keynote stresses how the relentless pursuit of customer convenience drives customer loyalty, retention, and revenue growth. Learn how to speed to success by measuring your results.

Presenter: Gerry McGovern, Founder & CEO, Customer Carewords, & Author, Transform: A Rebel's Guide for Digital Transformation
9:45 - 10:15

Coffee Break

Track A:
Science of Sales

Track B:
Filling the Pipline

Track C:
Boot Camp Basic Training/Future Trends

5:00 - 7:00

Grand Opening Reception in the Customer Solutions Expo

Join your peers as we celebrate the grand opening of the Customer Solutions Expo. Visit with conference sponsors, exhibitors, speakers, and other attendees while enjoying light hors d’oeuvres and drinks. Open to all conference attendees including Discovery Pass and Exhibits-Only pass holders.

Tuesday, April 25, 2017

Continental Breakfast

9:00 - 10:00

Keynote: Customer Engagement: Business Imperative

Customer engagement has been one of the top-of-mind initiatives at companies large and small for the last 3 years. Yet doing it right still remains something of a mystery to many institutions. Who is doing it right? What is “right” when it comes to doing it? Paul Greenberg outlines what it is, how it works, what to be thinking about, and who is doing it well.

Presenter: Paul Greenberg, Managing Principal, The 56 Group, LLC

Track A:
Creating Sustainable Growth

Track B:
Essential Big Picture Considerations

Track C:
Expert Perspectives

5:30 - 7:00

Networking Reception

Mix and mingle with other attendees as well as speakers and our conference sponsors during this networking reception. Admission is included with the purchase of a Discovery Pass or higher. (Not included with an Exhibits-Only pass.)

Wednesday, April 26, 2017

Track A:
People Relationships

Track B:
Real World Case Studies

Track C:
Expert Perspectives

11:45 - 12:30

Closing Keynote Panel: The Cutting Edge of Sports Fan Engagement

Learn from a panel of sports business executives from teams and agencies in the field how to engage fans who are already digitally mature and looking to be more involved. Sounds easy, but not when you are a midsized business with a small budget and enterprise level expectations. Hear what the teams do and how they collaborate with others to get it done.

Moderator: Paul Greenberg, Managing Principal, The 56 Group, LLC
Presenters: Peter Sorckoff, Managing Partner, Threaded
Ben Nickerson, CRM Analyst, Boston Red Sox
Mark DiMaurizio, SVP, FanOne Marketing Services, Spectra Ticketing & Fan Engagement

Co-Located With

Diamond Sponsor

Platinum Sponsors

Gold Sponsors

Corporate Sponsors

Monday Keynote Lunch Sponsor

Tuesday Keynote Lunch Sponsor

Media Sponsors

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