Category Archives: Track C

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

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

Keynote Lunch – From IVR to IoT: Digital Transformation in the Real World

Track A: Creating Sustainable Growth – Tuesday 25 April 
12:45 – 13:45

Does it seem like all the businesses around you are hurtling toward digital transformation at warp speed, while you’re still trying to figure out where to begin? Don’t worry; you’re not alone! This presentation provided fresh insights into a more holistic (and more human) approach to digital transformation—an approach that has the potential to change your customers’ lives, not just your technologies.

Presented by: Allyson Boudousquie

C203: Business Agility Unites All Areas of CRM

Track C: Expert Perspectives – Tuesday 25 April 
13:45 – 14:30

CRM provides the tools for modern business, but we often forget to identify modern needs. This session reviews how CRM supports business agility and enables businesses to take on the challenges presented by social media, the demands of mobility, and the subscription economy. With examples from current research, this session gets you thinking differently about your business and CRM.

Presented by: Denis Pombriant

Solution Sessions

Track C: Expert Perspectives – Tuesday 25 April 
14:45 – 15:30

Open to all conference attendees and Discovery Pass holders, solution sessions are presented by conference sponsors. The sessions are educational, and the presentations typically focus on solving real-world problems using case study examples, with a question- and-answer period that follows. Details will be posted shortly so check back soon, or follow us on Twitter at #CRMevolution.

C204: Analytics, Artificial Intelligence, & the New Reality for Automated Interactions

Track C: Expert Perspectives – Tuesday 25 April 
16:15 – 17:15

The advent of artificial intelligence in the world of CRM has caused many ripples of disruption. Everything has been called into question, but there are few realistic models of what the world would look like if machine learning were to be applied to CRM—and how organizations would leverage this new technology. This session showcases the latest advances in this 5-decades-old discipline and shows you how leading organizations around the world are using artificial intelligence to improve the way they deal with customers, debunking the idea that analytics, data, and AI are the same thing.

Presented by: Esteban Kolsky

C301: How Customer Analytics Fuels Successful Omni-Channel Journey Design

Track C: Expert Perspectives – Wednesday 26 April 
09:00 – 09:45

Why do organizations seek to design effective multichannel customer journeys? Customers demand it. Technology has enabled consumers to use various channels of interaction at the time and place and in the manner they choose. To defend or retain market share and to potentially increase top-line growth and cost take-outs, businesses are pressured to comply with whatever their customers desire. Using illustrative case studies from Mattel Toys, Verizon, and others, HRG reveals why organizations should invest in customer analytics and journey design software solutions and how much to budget through 2018; how to measure the productivity and effectiveness of customer analytics and journey design initiatives, and how often to do so; how to prioritize specific customer analytics and journey design initiatives against software selection criteria; what percentage of company revenues to commit to customer analytics and journey design programs; and how to evaluate and ultimately select customer analytics and journey design vendors or consulting firms.

Presented by: Leslie Ament