All posts by CRM Evolution

Opening Keynote – Speeding to Success: Quantifying the Customer Experience

Welcome & Opening Keynote – Monday 24 April 
08:45 – 09:45

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.

Presented by: Gerry McGovern

A101: The Death of a Salesman

Track A: Science of Sales – Monday 24 April 
10:15 – 11:00

Join us for this expert panel to explore why B2B sales based on relationships are in peril—and learn what your company can do about it. Recent surveys suggest that almost 60 percent of the B2B purchase process has been completed before a salesperson is even contacted by a prospect. The companies that win in the information economy are hiring “sales nerds”—subject matter experts with great communication skills who take a data-based approach to helping customers make informed purchasing decisions, and compete in the marketplace.

Learn how B2B buyers are engaging with your brand and digital content in order to screen you as a vendor; how you can uncover anonymous sales opportunities using analytics; and how you can reframe the traditional sales process to thrive in the new buyer-empowered economy.

Presented by: Graham Hawkins, John Pyke

B101: View From the Crowd: Digital Marketing

Track B: Filling the Pipeline – Monday 24 April 
10:15 – 11:00

Is digital marketing technology living up to its promise? Using crowdsourced marketer satisfaction scores and usage data metrics, this session looks at the current state of technology supporting modern marketing organizations. Learn what users really think about the usability, implementation, ROI, and other key features of the most popular tools, and find out what business problems marketers are facing and whether there are tools available to help improve business outcomes.

Presented by: Michael Fauscette

C101: Executive Boot Camp, Part 1: Integrated Customer-Centric Strategy— How to Thrive in the Digital Deluge

Track C: Boot Camp Basic Training – Monday 24 April 
10:15 – 11:00

Every organization needs to gather, organize, analyze, and exploit the deluge of data coming from both traditional media and increasingly the digital firehose. Discover how best-in-class B2B, B2C, and B2B2C organizations such as ExxonMobil, Amazon, Marriott, Uber, Disney, and others take an integrated approach to customer engagement. Learn how they are integrating customer profiles, traditional media, social media, ecommerce, emerging technologies, and customer experience management to ensure they and their customers thrive in the digital deluge. This session covers the drivers behind the digital deluge and the components of an effective integrated customer-centric strategy; how to optimally gather offline and online information about your customers, analyze it, and derive actionable insights from it; and case studies of organizations already successfully implementing an integrated customer-centric strategy.

Presented by: Barton J Goldenberg

A102: Sales Transformation:Culture Still Eats Strategy for Breakfast!

Track A: Science of Sales – Monday 24 April 
11:15 – 12:00

Decades ago, Peter Drucker observed that “culture eats strategy for breakfast.” Today, as related to sales transformation, that sage advice could not be more relevant. In this session, using case study examples, Jim Dickie profiles how companies such as Aon Insurance, Fairchild Semiconductor, and SAS have successfully dealt with the culture change needed for their companies to maximize the impact that process, CRM, and knowledge can have on their organizations’ ability to turn how they engage customers into a strategic competitive edge. Attendees to this session also receive a copy of CSO Insights’ “2017 Sales Performance Optimization Key Trends Analysis,” based on a survey of more than 1,000 small, medium, and large enterprises.

Presented by: Barry Trailer

B102: The Marketer’s Cookbook: Recipes for Using Predictive Analytics

Track B: Filling the Pipeline – Monday 24 April 
11:15 – 12:00

Marketing teams have become the guardians for their organizations’ customer experiences. While it is important to acquire customers, retaining them has become more challenging. With diverse customer needs and a splintering of traditional marketing segments, how can marketing deepen customer relationships, and do it at scale? This session offers key takeaways, case studies, and practical steps on using predictive analytics to expand customer relationships; using data analytics to pinpoint customer pain points; and using AI, machine learning, robotics, and other technologies to evolve what we mean by customer relationship management.

Presented by: Steven Ramirez

C102: Executive Boot Camp, Part 2: Integrated Customer Centric Strategy— Your Road Map to Success in 2030

Track C: Boot Camp Basic Training – Monday 24 April 
11:15 – 12:00

At the heart of a successful integrated customer-centric strategy is a solid CRM system containing clean, accurate, and comprehensive customer profiles, or customer master files, that get enhanced using tools such as identity resolution to seamlessly integrate offline and online customer data. New business analytics tools in turn leverage customer profile data to optimize sales, marketing, and service processes, and ultimately drive optimal customer experiences. Learn how to maximize your investment in CRM tools and techniques. This session covers the role of CRM as the hub of an integrated customer-centric strategy containing holistic customer profiles populated with timely, relevant customer information; how to put together a multiyear road map through 2030 that exploits CRM to ensure that your company thrives; and case studies of organizations successfully leveraging CRM as the core of their integrated customer-centric strategy.

Presented by: Barton J Goldenberg

Keynote Lunch: How Chatbots Are Ushering in the Era of the Digital Employee

Track A: Science of Sales – Monday 24 April 
12:15 – 13:15

Imagine if you could hire someone who learns quickly. Someone who is always available, doesn’t require overtime pay, and will never ask for a wage increase. Someone who could help scale your service organization, but could also make your existing employees better at their jobs. Sound too good to be true? It’s not! Learn how a digital employee can provide immense value to organizations by managing repetitive tasks, freeing agents to focus on higher-value customer-centric activities, improving the routing of questions to answers, changing the dynamic of how you manage your workforce, and much more.

Presented by: Joe Gagnon

A103: Maximize Customer Experience With Data-Driven Insights

Track A: Science of Sales – Monday 24 April 
13:15 – 14:00

Your organization’s most important assets are your customers and your data. Sustainable competitive advantage lies in maximizing these assets to drive top-line and bottom-line performance across the entire enterprise. This session discusses how any organization can leverage, improve and enhance their data to drive more compelling and meaningful customer experiences. DigitasLBi will showcase how we enable our clients use the power of data to uncover actionable insights, deliver innovative programs that increase engagement and deliver positive economic impact. This session will include a real-life case study demonstrating how Dunkin Brands (Dunkin Donuts/Baskin Robbins) is using data-driven customer experiences to increase sales, loyalty and satisfaction to consumers, franchisees and shareholders.

Presented by: Juan Carlos Gabarro