Agenda 2019
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  • Smart Sales
  • Strategic Planning
  • CRM Success
  • Artificial Intelligence
  • Smart Marketing
  • Real-World Case Studies
  • B2B Marketing
  • Data Points
  • Monday Apr 29
  • Tuesday Apr 30
  • Wednesday May 1
 
Smart Sales
Strategic Planning
CRM Success
 
Artificial Intelligence
Smart Marketing
Real-World Case Studies
 
B2B Marketing
Data Points
8:00 AM
Registration & Continental Breakfast
Length: 1 Hour
9:00 AM
Welcome & Opening Keynotes
Length: 1 Hour
Description: Keynote will be announced soon. Check back for the latest details.

10:00 AM
Welcome & Opening Keynotes
Length: 15 Minutes
Description: Check back for the latest details.

10:15 AM
Coffee Break
Length: 15 Minutes
10:30 AM
Smart Sales
Length: 45 Minutes
Speaker(s):
, Principal Analyst & VP, Constellation Research, Inc.
Description: For as long as there have been sales teams and marketing departments, there’s been friction. But technology distraction is widening the gulf. Customer understanding holds the key: an integrated, cohesive, holistic, and shared view of customers. Customer understanding requires input from across all customer interactions, both quantitative and qualitative, to build a clearer picture of customer priorities, needs, and preferences. That understanding creates feedback loops that inform how marketing, sales, and customer service operate. It translates into happier, more loyal customers. Learn how it can also help bridge the gap between sales and marketing, too.

Strategic Planning
Length: 45 Minutes
Speaker(s):
, Managing Principal, The 56 Group, LLC
Description: As CRM, CX, and customer engagement have evolved, so have the tools and strategies for personalizing the customer's experiences and interactions with the company. But it now takes more than that to do it. It takes both personalization and humanization. Often grouped as personalization, these two concepts are markedly different and both are important. Personalization might mean those meaningfully optimized offers, but humanization means that the customer is seeing the company for the good it does, the people it has, and the real interest in the individual customer it needs. Humanizing the company means DNA-level concern for the customer via its employees. Learn why humanization and personalization are your company's future.

CRM Success
Length: 45 Minutes
Speaker(s):
, President, ISM, Inc.
Description: Every organization needs to gather, organize, analyze, and exploit the deluge of data coming from both traditional media and the digital fire hose. Your goal is to capture and retain customers awash in an increasingly digital sea. Learn how best-in-class B2B, B2C, and B2B2C organizations such as ExxonMobil, Amazon, Marriott, Uber, and Disney are taking an integrated approach to customer engagement. In this session, you learn how to achieve optimal customer engagement at each customer touchpoint; create a framework for achieving customer engagement excellence; and, build a solid CRM system as the foundation of a successful, engaged customer strategy.

11:30 AM
Smart Sales
Length: 45 Minutes
Speaker(s):
, Research Fellow, CSO Insights
Description: Over the past 6 years, CSO Insights studies have documented a disturbing deterioration in sales performance. Looking across 18 key operational metrics, in comparing sales effectiveness from 2012 to today, sales effectiveness is down in 17 of those areas. This session explores the causes behind this trend, then using case study examples, overviews how companies are leveraging AI-for-sales solutions to overcome these challenges. Join us and hear about real-world case study examples of how AI is optimizing customer lifecycle management.

Strategic Planning
Length: 45 Minutes
Speaker(s):
, Director of Project Management, CATIC
Description: The evaluation and selection of a CRM is one of the most important decisions you will make and needs to be considered a project of its own. Join us in this session and learn the five key steps for making sure that you make the correct CRM selection for your organization’s needs. We cover 1) how to establish the core team of decision makers who will contribute to selection process; 2) writing a clear, well-planned RFP; (3) selecting vendors and creating a “short list” who will receive your RFP; 4) making the final evaluation and selection of your solution; and 5) making the final recommendation to your senior leadership and closing the deal. This process takes time to make the proper selection and it’s an incredibly important first step to CRM success.

CRM Success
Length: 45 Minutes
Speaker(s):
, President, ISM, Inc.
Description: Learn the three-step approach for taking CRM strategy to the next level. Using real-world case studies from B2B, B2C and B2B2C industries, we show how to strengthen the customer foundation by tightly integrating CRM with ERP, knowledge management, ecommerce, and other systems. You also learn how to exploit comprehensive customer profiles and how to grow a two-way information exchange with customers to help your organization leverage its CRM investment to its full potential.

12:15 PM
Smart Sales
Length: 1 Hour
Description: Check back for the latest details.

1:15 PM
Smart Sales
Length: 45 Minutes
Speaker(s):
, Partner, CRM Essentials
Description: In the 4 years since Amazon's first Echo device hit the market, roughly half of American households have at least one smart speaker in them. As consumers move more of their interactions through these devices, how is it changing their expectations for the kind of experiences they want from the brands and businesses they do business with? Join us and our panel of senior executives from leading technology providers to discuss the growing impact of voice technology on CRM and customer experience and look at how it may shape the future of engagement both in B2C and B2B customer journeys.

2:15 PM
Smart Sales
Length: 45 Minutes
Description: Learn more about the latest technological developments in customer relationship management from leading-edge companies in Expert Perspectives sessions. The sessions are open to all full-conference attendees and Networking Pass holders. Check back for session details or follow #CRMevolution on Twitter for updates.

Strategic Planning
Length: 45 Minutes
Description: Learn more about the latest technological developments in customer relationship management from leading-edge companies in Expert Perspectives sessions. The sessions are open to all full-conference attendees and Networking Pass holders. Check back for session details or follow #CRMevolution on Twitter for updates.

CRM Success
Length: 45 Minutes
Description: Learn more about the latest technological developments in customer relationship management from leading-edge companies in Expert Perspectives sessions. The sessions are open to all full-conference attendees and Networking Pass holders. Check back for session details or follow #CRMevolution on Twitter for updates.

3:15 PM
Smart Sales
Length: 45 Minutes
Speaker(s):
, Chief Research Officer, G2 Crowd
Description: Information-fueled B2B buyer influencers and decision makers have developed different habits and practices around making purchase decisions and simply don't behave the way sellers expect them to behave. In this session you learn 1) what information sources B2B buyers trust; 2) how B2B buying decisions have changed; and 3) how you can effectively sell to the B2B buyer.

Strategic Planning
Length: 45 Minutes
Speaker(s):
, Founder, E Squared
Description: Many companies struggle with adopting CRM or changing the existing culture and perceptions around CRM. This can happen on a new implementation or when there is a change in leadership that requires a change in the approach or effectiveness of CRM. This session discusses various situations that arise affecting CRM and the tactics and best practices to overcome common challenges. Topics include profiling your CRM culture; leveraging platform changes for culture changes; creating and supporting CRM champions; internal communication strategies for promoting CRM; coaching leaders on CRM executive support; and managing CRM culture through mergers and acquisitions. Join us in this session to learn how to transform your CRM culture.

CRM Success
Length: 45 Minutes
Speaker(s):
, Experience, Strategy & Transformation Lead, Humana
, Senior Consumer Experience Professional, Humana
Description: Humana shares how it managed its recent CRM implementation. After taking months to implement CRM to drive customer service in their call center, they knew they were going to experience some pushback from the floor during this great change. That’s why they relied heavily on developing a team of early adopter “Super Users” to help lead the way. But maybe they relied on them a little too much. Learn how Humana rolled out its new Salesforce CRM to 15,000 customer service associates in offices around the world. This presentation discusses implementation successes and near misses as we seek to build up supervisors as informed coaches to lead our teams into a new phase of continued CRM innovation.

4:15 PM
Smart Sales
Length: 45 Minutes
Speaker(s):
, President, RA McCutcheon Consulting
Description: The digital transformation of selling or the way we engage our customers, prospects, and partners is changing rapidly. As your business ecosystem becomes increasingly engaged socially, the way our relationships are created and managed, both today and in the future, will be drastically altered. This session covers how to set up a social engagement program for your sales organization that includes CRM and related technologies, LinkedIn, Sales Navigator, marketing automation, Facebook for Business, Instagram, YouTube, and, Twitter. Join us to learn how to better understand and managing the changing B2B business buying and selling process.

Strategic Planning
Length: 45 Minutes
Speaker(s):
, Lead Strategist, Salted Stone
Description: Companies often invest heavily in CRM platforms and expect the benefits to simply materialize without a specific utilization strategy in place. The key to making the most of a CRM is to treat it as a means to an end, one that enables strategic business execution, rather than an end in and of itself. By focusing first on marketing and sales alignment and developing strategic processes, companies can select a CRM that best serves their needs and customize that CRM to help them more efficiently reach their goals. CRM maximization starts with a sound strategy and organizational buy-in and culminates in a system that provides significant impact and ROI. Learn how to develop a vision and overall strategy to extract the most value from your CRM investment.

CRM Success
Length: 45 Minutes
Speaker(s):
, Chief Marketing Officer, Elicit
Description: Customer experience initiatives are almost mandatory these days. While these programs may still have room to grow, most companies have at least acknowledged the importance of understanding and investing in improving the customer experience. One commonly overlooked driver of that experience is the employees who are responsible for delivering it. Whether directly interacting with customers or indirectly supporting ongoing operations, an engaged workforce is more likely to generate an engaged customer base. This presentation explores the connections between employee and customer experience and shares how employee insight is next on the list for “big data” to tackle. It also gives four steps for uncovering the key linkages that are specific to your company, your workforce, and your customers.

5:00 PM
Reception
Length: 2 Hour
Description: 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.

8:00 AM
Continental Breakfast
Length: 45 Minutes
Speaker(s):
, Partner, CRM Essentials
Description: Join us for an interactive chat with many of CRM’s leading influencers as we discuss issues ranging from technology trends to what’s really driving customers today. This is an excellent opportunity to hear from the people driving the industry in an uncensored, unfiltered format. All of your questions are fair game and will be answered to the best of our ability. Enjoy a light continental breakfast, good conversation, and networking with top leaders in the field. This is a truly unique opportunity and conference highlight.

9:00 AM
Keynote
Length: 1 Hour
Speaker(s):
, EVP & General Manager, Nuance Communications
Description: AI is a buzzword many have heard before—and while it has the power to change the world in many ways, one of the most near-term opportunities lies in how it is poised to revitalize the relationship between consumers and brands. Brand loyalty and customer satisfaction are directly tied to one thing—experience. Do customers go away from an engagement with a brand feeling happy? Satisfied? Or do they feel frustrated? The latest customer engagement technologies are using AI to make sure it’s more of the former—changing customer service to something people (and brands) love. This keynote explores how organizations can leverage AI to better understand their customers and build personalized experiences based on how individuals have engaged in the past and how enterprises can position themselves to roll out AI-powered customer engagement specific to their domain.

10:00 AM
Coffee Break in the Enterprise Solutions Showcase
Length: 45 Minutes
10:45 AM
Artificial Intelligence
Length: 45 Minutes
Speaker(s):
, Vice President, Nucleus Research
Description: The promise of AI is great—but so is the challenge of identifying the right AI project to maximize adoption and returns to your organization. Using real case study examples, we share a practical framework for evaluating your AI readiness, prioritizing projects based on minimizing risk and maximizing returns, and developing a deployment and adoption plan to ensure success. Attend this session and discover the real value of AI in CRM.

Smart Marketing
Length: 45 Minutes
Speaker(s):
, Managing Partner, C5 Insight
Description: Having processes is critical for CRM success. But few companies understand the unique characteristics of customer-centric processes. This session shows how to transform customer journeys into a framework that can be applied to any people-centric process. Attendees receive a copy of C5 Insight's "CRM Process Design Workbook" to use during the session and to take back to the office.

Real-World Case Studies
Length: 45 Minutes
Speaker(s):
, Founder and CEO, Buljan & Partners Consulting
Description: Learn how a cultural transformation program was integral for an airline gaining market share in Europe. This session explores what a customer-centric culture is and what challenges large organizations face trying to change the existing culture and provides a clear plan for creating change. This case study offers lessons learned, conclusions, and recommendations that you can apply to your own businesses.

11:45 AM
Artificial Intelligence
Length: 45 Minutes
Speaker(s):
, Principal Consultant, Valantic
Description: What are the trends that will drive true business value when it comes to CRM and the role of artificial intelligence (AI) and bots? Join us in this session as we separate the hype surrounding these buzzwords from the reality of how they can become a helpful asset to your organization. As chatbots evolve beyond their role of merely executing a scripted path, will they fulfill their promise of becoming the user interface between customers and real AI? We tackle this question and more as we explore the evolving place of AI and bots in the new world of CRM.

Smart Marketing
Length: 45 Minutes
Speaker(s):
, Managing Partner, Threaded
Description: This presentation focuses on the science of mapping the human limbic system (center for emotion and decision making) and the predictive models that now impact segmentation, messaging, creative, and customer journey strategies. Learn how to identify and reach early adopters and true influencers who have a positive bias for “going first” and leading the way for the rest of the adoption curve. Join us and gain a new perspective on segmentation, predictive science, and mapping instinctual orientation.

Real-World Case Studies
Length: 45 Minutes
Speaker(s):
, Administrator, Mayo Clinic
Description: CRM strategies can enable healthcare delivery to provide unparalleled experience without investing in just expensive electronic medical records. Currently, health technology is designed for data collection but the interpretation and utilization of this data is not being actualized. The time is now to move past outdated systems of care delivery to managing relationships that offer patients the help they need by the right provider, at the right time. This can be accomplished by focusing on the process of developing loyalty and implementing supportive technologies. Learn how the Mayo Clinic has built better customer relationships using technology that balances the care team experience, patient experience, and even the payer’s experience. Attendees from all market segments can benefit from understanding how the Mayo Clinic developed a system-wide strategy, consistent customer journeys, new workflows, and enhanced communications among constituents.

12:30 PM
Artificial Intelligence
Length: 1 Hour
Description: Check back for the latest details.

1:45 PM
Artificial Intelligence
Length: 45 Minutes
Speaker(s):
, Director, Global Digital Marketing, Thermo Fisher Scientific
Description: The fastest-growing companies will use artificial intelligence (AI) to answer the fundamental sales question, "What opportunities do I pursue first?” But in order to leverage AI effectively, you must reach competence in four distinct areas. We discuss what the four areas are, how become competent in each area, and how you align your AI strategy to your overall sales and marketing strategy. Join us and learn how to start leveraging AI in your sales programs now.

Smart Marketing
Length: 45 Minutes
Speaker(s):
, CEO & Founder, LeadMD
Description: Most organizations don't measure efforts within customer utilization that will actually translate into maturity. And yet moving from those superficial metrics to the metrics that actually matter is essential to ROI. In this session Gray discusses these points: data collection and architecture, including how to apply intelligence for a clearer picture of your customer; applying basic ABM principals for max return; influencing content and messaging strategy to ensure customers become super users of your solution; modifying your current efforts for net new customers into content for existing customers to establish new revenue; and earning organizational buy-in and helping your team realize they are already part of customer success (whether they want to admit it or not).

Real-World Case Studies
Length: 45 Minutes
Speaker(s):
, Enterprise Program Delivery Director, CVS Health
Description: Robotic process automation (RPA) is a hot topic, with many companies investing in this technology to drive significant operational efficiencies and quality improvements. We look at how this technology can be leveraged to gain immediate benefits by streamlining enterprise business processes, as well as serving as a tactical step toward implementing artificial intelligence applications. This presentation leverages real-world examples and case studies from contact centers and other business processes to gain an understanding of potential use cases, benefits, and a realistic view of some of the hurdles you may face during implementation. Join us and gain an understanding of RPA technology, its potential uses, benefits, and limitations based on real-world implementation experience.

2:45 PM
Artificial Intelligence
Length: 45 Minutes
Description: Learn more about the latest technological developments in customer relationship management from leading-edge companies in Expert Perspectives sessions. The sessions are open to all full-conference attendees and Networking Pass holders. Check back for session details or follow #CRMevolution on Twitter for updates.

Smart Marketing
Length: 45 Minutes
Description: Learn more about the latest technological developments in customer relationship management from leading-edge companies in Expert Perspectives sessions. The sessions are open to all full-conference attendees and Networking Pass holders. Check back for session details or follow #CRMevolution on Twitter for updates.

Real-World Case Studies
Length: 45 Minutes
Description: Learn more about the latest technological developments in customer relationship management from leading-edge companies in Expert Perspectives sessions. The sessions are open to all full-conference attendees and Networking Pass holders. Check back for session details or follow #CRMevolution on Twitter for updates.

3:30 PM
Coffee Break in the Enterprise Solutions Showcase
Length: 45 Minutes
4:15 PM
Artificial Intelligence
Length: 45 Minutes
Speaker(s):
, President, InfoStrat
Description: After years of fierce competition, leading CRM vendors are creating data standards and products to make it easier for customers to connect CRM, marketing automation, and financial systems from multiple vendors. We examine the initiatives from major vendors such as Salesforce, Microsoft, SAP, Adobe, and others to understand how to take advantage of emerging new CRM standards.

Smart Marketing
Length: 45 Minutes
Speaker(s):
, CEO, Never Stop Marketing
Description: William Gibson famously said, "The future is already here, it's just unevenly distributed." Attend this session for a look into the future and to learn how these blockchain technologies will become part of the marketing function in the future. Come get an inside look at crypto token generation and distribution engines; crypto-collectible commerce platforms; crypto-loyalty platforms; token-based event promotion tools; blockchain research and analytics suites; crypto- token-based prediction protocols; and smart contract creation and auditing tools. This is a great opportunity to discover the promise of blockchain technologies for marketing.

Real-World Case Studies
Length: 45 Minutes
Speaker(s):
, VP, Development & Strategies, Services Triad
Description: Most contact centers are dealing with the increasing use of digital technologies, including robotics and automation. This will affect operational processes, management approaches, human resource profiles, and work environment. In this session, we share the results of a recent benchmarking report to help you make the necessary changes to your operations. Participants learn how to prepare for this transition. This is an interactive session covering the following subjects: the agent profile changes, new technologies, and the challenges faced by using new channels. Join us and learn how to upgrade your CSRs when you upgrade your infrastructure.

5:00 PM
Reception
Length: 1 Hour
8:00 AM
Continental Breakfast
Length: 45 Minutes
9:00 AM
B2B Marketing
Length: 45 Minutes
Speaker(s):
, Co-Founder & Chief Evangelist, Terminus
Description: Authenticity in interpersonal relationships is obviously valuable. Unfortunately, authenticity has slipped away as companies have prioritized volume of leads and marketing activity in place of real brand-to-buyer relationships and engagement. Without authenticity, your marketing (and sales) are all but guaranteed to suffer. Join us in this session and learn the three stages of the Authenticity Curve and how to better engage your customers and prospects with this unique approach to customer relations.

Data Points
Length: 45 Minutes
Speaker(s):
, U.S. Editor, The Drum
Description: Sure, your company “owns” its first-party customer data. But with supplementary customer data coming from multiple sources and being managed by multiple partners, data “ownership” is just not that simple anymore. In this dynamic discussion, executives from a brand, agency, and data services provider examine the interrelationships, collaboration, and coordination that needs to happen to ensure data quality, integration, and optimization. And, most important, ensure that marketers, salespeople, and service professionals have access to the data they need when they need it. Learn who really “owns” customer data; how to ensure quality and expediency for end users; and when to keep data in-house, when to have partners manage it, and how to create the ideal blend of both.

10:00 AM
B2B Marketing
Length: 45 Minutes
Speaker(s):
, Partner, Ghostpoint
Description: The real value of marketing in B2B is not measured in clicks, shares, likes, views, or any of the soft metrics that seem to dominate our industry. Rather, the value is in showing exactly how marketing efforts are impacting sales. To do this, marketers must own the data for the entire customer journey, from prospect acquisition to close. This session shows some of the tools and strategies for eliminating the data and process silos so that the true ROI of marketing can be calculated.

Data Points
Length: 45 Minutes
Speaker(s):
, CRM Strategist, Colle McVoy
Description: Datapoints and new technologies litter the modern marketer’s toolbox and distance us from the goal of building strong relationships with our consumers. It is time we put technology aside and focus on what it means to build a relationship. We explore how leading brands are making relationships personal and are driving big ROI as a result. We also look at key strategies and what steps you can take to make relationship stronger with your consumers and drive actionable results for your business. Come learn what it means to have a relationship with consumers today; gain an understanding of which brands are focusing on relationships first; and how you can apply these tactics to your company.

10:45 AM
Coffee Break in the Enterprise Solutions Showcase
Length: 1 Hour
11:45 AM
Closing Keynote
Length: 45 Minutes
Speaker(s):
, Partner, CRM Essentials
Description: Over the course of 3 days we will have touched on a variety of subjects, from blockchain to smart assistants, from CDPs to DMPs. So, to end the conference on a collaborative note, we look toward the future as a collective and invite attendees to join thought leaders, experts, and industry executives in a thought-provoking discussion that goes wherever the group takes it—on the way to exploring what CRM and customer engagement will look like in months and years ahead.

12:30 PM
Last chance to visit the Customer Solutions Expo
Length: 30 Minutes
1:30 PM
Postconference Workshops
Length: 3 Hour
Speaker(s):
, President, RA McCutcheon Consulting
Description: CRM is designed to help you manage your business ecosystem more strategically. But many companies struggle with CRM deployments. This is a non-technical session designed for business professionals on how to plan and implement CRM strategies. It is based on the integration of the best practices in business processes, people skills development, and technology. Attendees will learn how to improve the ROI on CRM investments by developing better planning and user adoption strategies.

Postconference Workshops
Length: 3 Hour
Speaker(s):
, Managing Director, C5 Insight
Description: One of the top reasons that customer care processes fail is a lack of alignment with the customer's preferred process, and a one-size-fits-all approach. Do you know your customers well enough to know how to design a process that delights them at every step of the process? Join your peers in this workshop as you learn how to understand customer personas and create journey maps to drive more effective customer service, including how to the following: Listen to your customers so they can tell you what their journey looks like; identify what customer personas look like and how they will affect your process and technology decisions; discover the starting point for persona definitions—and how to strategically expand from there; and define a journey map as the foundation of customer experience management processes.

Postconference Workshops
Length: 3 Hour
Description: Digital customers are disrupting established practices and processes internationally. Product and service leaders must understand, analyze, meet and exceed local requirements to enter and grow in their target markets. The digital age has set the stage to amplify local reach, relevant resonance and personal reaction. Whether you are in a globalizing startup or in a multinational organization you have to overcome challenges and seize opportunities to make the most of that borderless stage and deliver effective content and products while demonstrating much agility, velocity and customer centricity. More than ever there is no great local experience without global excellence. Digital customers are in the driver seat and know what they look for as well as where, when and how they want it. Therefore it is crucial to engage them linguistically, culturally and functionally before they switch to your competitors in one click or with one word.

Join this workshop to unleash the power of the fast track to create and increase digital globalization value. We will cover how to:

- Consider a robust framework to execute digital globalization plans end to end, maximize customer experiences and sustain value matching local customer journeys

- Build a roadmap to develop assets, showcase quick wins and deliver on your business objectives in a time and cost effective way across multiple markets

- Drive the transformation of digital content and product supply chains into experience value chains by optimizing creation, development, internationalization, translation, localization, testing, certification and personal customer experiences globally

- Benefit and profit from technology enablers that help you turn automated intelligence into intelligent automation and augment local customer reality, specifically within AI-driven ecosystems

- Capture and measure content effectiveness globally and locally through tangible performance indicators and data-driven operations

- Develop and elevate digital globalization in your organization as a global profit driver by establishing a collaborative business partnership model across teams, disciplines and functions

- Innovate with snackable content to boost micro experiences for international customers


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