April 29 - May 1, 2019 // Renaissance Washington, DC Hotel
CRM Evolution 2019 Presentations
Monday, April 29, 2019
Opening Keynote: Algorithms in, Humans out?
Keynote - How companies are partnering with conversational machines
A101:
Crossing the (Other) Chasm: Customer Understanding Is Key
A102:
Successfully AI-Enabling Your Sales Organization
Keynote Lunch - The Future is Conversational, Omnichannel, and in the Cloud
A103:
General Session: Is Conversation King? Smart Assistants, Voice Technology, & the Future of Customer Engagement
A104:
Expert Perspectives: NICE inContact
Brian Spraetz - A104_Spraetz.pptx
A105:
Understanding the Connected B2B Buyer
Michael Fauscette - A105_Fauscette.pdf
A106:
The Digital Transformation of B2B Selling
Rick McCutcheon - A106_McCutcheon.pdf
B101:
Humanizing Your Company in Service of Everyone
Paul Greenberg - B101_Greenberg.pptx
B102:
Evaluating & Selecting a CRM: A Case Study
Chris Caputo - B102_Caputo.pptx
Keynote Lunch - The Future is Conversational, Omnichannel, and in the Cloud
A103:
General Session: Is Conversation King? Smart Assistants, Voice Technology, & the Future of Customer Engagement
B104:
Expert Perspectives: The New 5 P’s of Marketing
Craig Schinn - B104_Schinn.pptx
Craig Schinn - New 5 P's Backup
B105:
Building Champions & Other Best Practices for Changing Your CRM Culture
B106:
Strategies for Maximizing the Impact of Your CRM
Jason Feller - B106_Feller.pptx
C101:
Executive Boot Camp, Part 1: The Critical Role of CRM in Your ‘Engaged Customer Strategy’
C102:
Executive Boot Camp, Part 2: Taking CRM Strategy to the Next Level
Keynote Lunch - The Future is Conversational, Omnichannel, and in the Cloud
A103:
General Session: Is Conversation King? Smart Assistants, Voice Technology, & the Future of Customer Engagement
C104:
Expert Perspectives
C105:
Super Users Saved the Day— But Should They? A Case Study
Petersen & Morman - C105_Petersen.pdf
C106:
The Connection Between Employee & Customer Experience
Brooke Niemiec - C106_Niemiec.pdfTuesday, April 30, 2019
Breakfast with the Influencers
Keynote - Digital Transformation: Driving CX Excellence
Barton J Goldenberg - 0900_Goldenberg.pptx
Keynote - Breaking barriers with an integrated software suite
A201:
Finding Your Best Business Case for AI
Rebecca Lynn Wettemann - A201_Wettemann.pdf
A202:
The Conversational Bot & its Impact on Your Business
Thomas Wieberneit - A202_Wieberneit.pdf
Keynote Lunch - The Intelligent Contact Center
A203:
Driving Sales Effectiveness With Artificial Intelligence
A204:
Expert Perspectives: Kustomer
A205:
Standards & Interoperability for CRM
James Townsend - A205_Townsend.pptx
B201:
Designing CRM Processes for Sales, Customer Service, & Marketing
Geoff Ables - B201_Ables.pdf
B202:
The Age of Ad Hoc Relationships & the New Practice of Mapping Instinctual Orientation
Keynote Lunch - The Intelligent Contact Center
B203:
How to Finally Shatter the 80/20 Myth by Employing ABM Best Practices
B204:
Expert Perspectives
B205:
The Emergence of Blockchain’s MarTech Future: Tools of Tomorrow That Are Here Today
C201:
How a Cultural Transformation Program Helped Propel an Airline to #1 in Europe
Silvana Buljan - C201_Buljan.pdf
C202:
Balancing the Forces: CRM Is the Missing Link in Healthcare Delivery: A Case Study
Lacey Hart - C202_Hart.pptx
Keynote Lunch - The Intelligent Contact Center
C203:
Using Robotic Process Automation to Streamline Enterprise Business Processes
C204:
Expert Perspectives
C205:
A 2021 Vision of the Contact Center & CSRs
Pierre Marc Jasmin - C205_Jasmin.pdfWednesday, May 1, 2019
A301:
The Maturity Curve: The Transformative B2B Marketing Tool You Didn’t Know You Were Missing
A302:
Horizontally Integrated Marketing: Eliminating Data & Process Silos
B301:
Whose Data Is It?
Conlon, Cano, Dogan & Hunn - B301_Conlon.pptx
B302:
The Latest Tech Stack Isn’t The Key To Understanding Your Customer
Jordan Brown - B302_Brown.pdf
A Look Into the Future: A CRM Evolution Town Hall
Planning for CRM Success
Rick McCutcheon - 1330_McCutcheon.pdf
Creating Customer Personas & Journey Maps
Leveraging Best Practices and Technology Leadership in Digital Transformation to Shape and Enrich Digital Experiences Locally
