Grand Opening Reception in the Customer Solutions Expo

Grand Opening Reception – Monday 24 April 
17:00 – 19:00

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.

Breakfast with the Influencers

Continental Breakfast – Tuesday 25 April 
08:00 – 08:45

Have breakfast and an interactive chat with many of CRM’s leading influencers. What is driving customers? What are leading-edge technologies? What about hype versus reality on artificial intelligence? 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 good food, good conversation, and the networking with top leaders in the field. This is a truly unique opportunity and conference highlight.

Presented by: Paul Greenberg

Keynote: Customer Engagement: Business Imperative

Keynote – Tuesday 25 April 
09:00 – 10:00

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.

Presented by: Paul Greenberg

A201: Using Customer Engagement to Create Loyalty

Track A: Creating Sustainable Growth – Tuesday 25 April 
10:45 – 11:30

As organizations begin pursuing customer engagement-focused strategies, many others still wonder whether customer engagement really matters and struggle to find ways to engage more customers. This session shines a spotlight on customer engagement, providing clarity on the topic and specific recommendations to maximize engagement-related efforts. It discusses how to successfully engage customers from the perspective of a marketing practitioner, drawing on many real-world examples from the Marriott Rewards program.

Presented by: Rich Toohey

B201: Planning for CRM Success

Track B: Essential Big Picture Considerations – Tuesday 25 April 
10:45 – 11:30

CRM is the business philosophy that allows you to know your customers, prospects, and partner ecosystems more thoroughly and enables you to share information more effectively. In business, this can only be achieved through the integration of people, business processes, and CRM technologies. This session offers a step-by-step game plan on how to successfully implement CRM strategies, technologies, and processes into your organization. This is a non-technical session designed for business professionals.

Presented by: Rick McCutcheon

C201: There Is No Customer Experience Without Customer Engagement

Track C: Expert Perspectives – Tuesday 25 April 
10:45 – 11:30

Customer engagement and customer experience are more important than ever. As customer demands increase, system landscapes are becoming more complex, and mixing cloud and on-premises solutions doesn’t make life any easier. With budgets and resources limited, business units and IT departments are not as aligned as they could be, which leads to unnecessary friction that ultimately destroys customer value. Using real-world examples of organizations confronting these dilemmas in their digital transformations, Wieberneit introduces a model that helps organizations become agile and stay focused on improving customer experience in a consistent way.

Presented by: Thomas Wieberneit

A202: Credible Growth: Using CRM Practices to Manage Long-Term Growth

Track A: Creating Sustainable Growth – Tuesday 25 April 
11:45 – 12:30

CRM typically focuses on the shorter-term sales pipeline that moves well-defined opportunities through the funnel. As a product leadership company, much of Gore’s long-term growth depends on new product development initiatives that could require years to reach technical feasibility, validate market acceptance, and commercialize. This case study shares how Gore has used CRM tools and practices to support R&D, business, and finance users to collaborate, evaluate, and document product development and track new projects from concept to pipeline to actual revenue growth. At Gore, CRM has become a key data source for strategic planning and portfolio management, and it can be the same at your company.

Presented by: Stephen French

B202: Evaluating & Selecting a CRM System

Track B: Essential Big Picture Considerations – Tuesday 25 April 
11:45 – 12:30

A CRM solution can be one of the most productive systems in any organization, regardless of its size. Planning, evaluating, and selecting the right solution is one of the most important decisions you can make, but that process is a project in itself. This session addresses how to assemble the right team within your organization to help in the selection process, how creating a well-crafted RFP will assist potential vendors, how to define project requirements, how to create a short list of potential vendors, how to evaluate and score their replies, how to make recommendations to senior leadership, and, eventually, how to close the deal. If you are considering shopping for a CRM system in the near future, this session offers invaluable information to consider before you begin the process.

Presented by: Chris Caputo

C202: Conversational Interfaces: How the Voice of the Customer Is Literally Changing Customer Engagement

Track C: Expert Perspectives – Tuesday 25 April 
11:45 – 12:30

As speech-to-text, machine learning, and other technologies make it more natural and efficient to get answers and perform routine tasks, customers increasingly will expect the companies they patronize to provide better engagement experiences without forcing them to click, type, or swipe. Through a variety of case studies, this session focuses on how digital assistants, chatbots, and other conversational user interfaces are changing the way we interact with customers and their devices throughout the customer life cycle.

Presented by: Brent Leary