Category Archives: Track C

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

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

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

C103: Automate This!

Track C: Future Trends – Monday 24 April 
13:15 – 14:00

Drawing from research from his recent book, Silicon Collar—which looks at a century of automation and its impact on jobs—Mirchandani demonstrates, through a wide series of examples, how it is, in fact, customers, not workers or unions, who are often the road blocks to automation. In doing so, he highlights the importance of getting the perspective of customers as companies look to implement artificial intelligence, robotics, and other automation in their operations and customer-facing processes.

Presented by: Vinnie Mirchandani

C104: CRM, the Cloud, & the Culture of Mediocrity— Implementing Success in Next-Gen CRM

Track C: Future Trends – Monday 24 April 
15:15 – 16:00

Cloud-based CRM implementations are becoming more complex, more mission-critical, and more closely integrated with on-premises and other cloud properties than ever before. While the appetite for more complexity has grown, the tools, processes, and cultural mindset have not kept up. The result is that CRM in the cloud is facing the same threat that on-premises software implementations have faced for the past 20 years: an excessively high failure rate and a culture of mediocrity that favors getting the job done over getting it done right. This session focuses on how companies can eliminate failure and waste in CRM implementations and stop the cycle of mediocrity.

Presented by: Joshua Greenbaum

C105: The Path to Customer Service and Marketing Alignment

Track C: Future Trends – Monday 24 April 
16:15 – 17:00

Customer Service and Marketing have historically been like two ships passing in the night. While both played an important role in organizational success, rarely are the disciplines ever aligned. This presentation will discuss the new role marketing must play in order for companies to move toward being truly customer centric. Case studies will be used to demonstrate the importance of marketings role in establishing consumer expectations across all touchpoints, how organizations should approach the design of consumer segmentation and personalization strategies, the role business intelligence and analytics plays and why financial modeling is vital to staying ahead of shifts in customer service demands.

Presented by: Brian Pia

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.

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