Category Archives: Track A

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

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

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

Solution Session

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

Join this session to hear the digital transformation story Microsoft is creating for its customers with Dynamics 365 which unites Microsoft’s CRM and ERP capabilities with its powerful productivity and business intelligence tools. Hear compelling customer stories and be the first to view fascinating new Forrester research around digital transformation.

Presented by: Kishan Chetan

A104: Adaptive Selling in the Digital Era

Track A: Science of Sales – Monday 24 April 
15:15 – 16:00

The traditional sales process is in a period of rapid disruption. With 24/7 internet connectivity, most buyers have a wealth of information at their fingertips before they ever contact a salesperson. It is no longer sufficient for salespeople to function merely as human conduits for product information. Salespeople need to evaluate where customers are in the buying cycle, provide customized solutions on-the-fly, and then step in and function as a knowledge broker while building rapport. This session provides an adaptive selling framework and identifies the five critical steps salespeople must master to be successful in this new era of salesmanship.

Presented by: Lance Tyson

A105: The Death of the Sales Funnel

Track A: Science of Sales – Monday 24 April 
16:15 – 17:00

Most sales efforts are driven by the concept of a sales funnel—bring in enough prospects at the top and qualify and engage them in the middle, and ultimately some fraction of them will buy your product. The concept has guided sales meetings for decades—but now it’s on its way out. The traditional sales funnel assumed two things: information asymmetry and a consistent sales cycle, both of which are disappearing. Sales managers must rethink the pipeline. This session addresses how pipelines are changing, how to leverage your existing CRM tools to meet new pipeline challenges, and how to evaluate the potential benefits from sales force automation changes. Learn the five keys to ensuring successful change management.

Presented by: Rebecca Lynn Wettemann

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.