Category Archives: Track B

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

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

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

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

B103: Mobilize Your Marketing

Track B: Filling the Pipeline – Monday 24 April 
13:15 – 14:00

By 2018, more than half of all consumers will use mobile first for all of their online activities, according to research from Gartner. As a marketing professional, mobile should be a way of life by now; to keep up with customer expectations, customer relationship management (CRM) technology needs to ensure access to valuable organizational customer data, anywhere, anytime, and on any device. This session explores how mobile CRM can take your organization to the next level, regardless of the platform you choose. It looks at how mobile systems are deployed across the leading CRM platforms and provides best practices for integrating CRM technology with marketing automation and customer analytics.

Presented by: Ben Gillis

Solution Sessions

Track B: Filling the Pipeline – Monday 24 April 
14:15 – 15:00

Customer Experience is the New Battleground

A positive customer experience is critical to a company’s brand and, ultimately, its bottom line. With the proliferation of technology and devices, the customer has become smarter and more powerful. Customers now decide when and how they want to interact with brands, which has had a direct impact on the way companies sell to their customers. While macro trends such as social, mobile, cloud, big data and IoT are forging a new era of engagement, customers are ultimately becoming far more disruptive than the technology itself.

Salesforce’s VP and CTO for Customer Connection, Charlie Issacs, will address how companies of all sizes can create new business practices that leverage technology to strengthen customer relationships and accelerate sales and growth. Attendees will hear actionable takeaways on how to create a customer-centric business and long-lasting brand loyalty.

Presented by: Charlie Issacs

B104: Turning Customers into Brand Advocates

Track B: Filling the Pipeline – Monday 24 April 
15:15 – 16:00

This highly interactive presentation will offer tips for embedding a “think like an owner” mentality into your customer service staff and explore other fundamental questions, like what customers want, how customer service can drive customer loyalty, and, the role of social media in customer service. Ultimately, you want customers to have positive interactions with your company and then share those experiences with their peers. Once that happens, you can win referrals by tapping into their influence as brand advocates.

Presented by: Randi Busse

B105: A Practical Guide to Account-Based Marketing

Track B: Filling the Pipeline – Monday 24 April 
16:15 – 17:00

Most B2B marketers are struggling to put ABM in practice. While web trends and studies indicate that the pace of adoption and investment in ABM is accelerating, 47% of marketers still don’t believe they have the skill necessary to be successful at it. ABM is still a fairly new concept, so marketers can’t draw on a lot of expertise or best practices just yet. This session covers the major steps in building an ABM strategy, which include segmenting accounts and look-alike accounts, using data tools regardless of budget, creating contextual experiences through website personalization, and best practices for creating content for ABM.

Presented by: Lora Kratchounova

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.