Category Archives: Tuesday

B203: Change Your Approach, Not Your CRM

Track B: Essential Big Picture Considerations – Tuesday 25 April 
13:45 – 14:30

In many instances companies continue to struggle with adoption of their CRM initiatives. This session highlights a particular scenario in which an organization had switched CRM products and was on its second failed implementation. It was considering moving to its third product in 4 years when we suggested a different approach, one that completely changed the results without requiring a change in platform. Attendees learn how to take an objective approach to their CRM and how to use adoption concepts to make a meaningful shift in how users think about their CRM technology, as well as methods for implementing changes that equate to success.

Presented by: Danny Estrada

A203: AI’s Role in Shaping Modern Customer Engagement: Experts Weigh In

Track A: Creating Sustainable Growth – Tuesday 25 April 
13:45 – 14:30

There’s no denying the interest and attention artificial intelligence (AI) has today in the enterprise. But how should your organization leverage the power of AI to improve the way it interacts with customers across all phases of the customer lifecycle? This panel brings together top executives representing some of the leading vendors in the CRM industry to discuss many important topics surrounding AI and how it will change customer engagement in the enterprise, including:

  • What’s driving the push for AI 
  • The different areas of AI (machine learning, deep learning, etc) and the roles they play in customer engagement strategy and implementation 
  • How AI is changing traditional aspects of CRM/customer engagement 
  • How AI is effecting CRM platform development and infrastructure 
  • How AI is impacting the adoption of new tech initiatives, including chatbots, digital assistants and IoT 
  • What organizations need to do to find success with AI from a customer engagement perspective

Presented by: Brent Leary, Volker Hildebrand, Melissa Boxer, Param Kahlon, Michael Wu, Marco Casalaina

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 A: Creating Sustainable Growth – 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.

The Digital Imperative – The Future of the Digital Economy

The digital economy completely changes how we engage customers. Success hinges around the human element and how you connect – transforming how people collaborate. Attend this session to learn strategies on how to engage with this new breed of digital customers and how to market, sell, and deliver great customer service in an omni-channel world.

Presented by: Anthony Leaper, Volker Hildebrand

Solution Sessions

Track B: Essential Big Picture Considerations – 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.

Explore Time for a reconnect: CRM and its original mission

Let’s not forget why we’re all here. CRM is the business philosophy to improve the relationships between your business and customers. Mission accomplished? No, not yet.

It’s time to reconnect to CRM’s original mission.

Join Phil Venville being interviewed by conference chair Paul Greenberg on the current state of play, why customer engagement is the new frontier for CRM and how businesses can build more meaningful relationships through the customer journey lens.

Presented by: Paul Greenberg, Phil Venville

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.

A204: ROI From CRM: Road Map for Success

Track A: Creating Sustainable Growth – Tuesday 25 April 
16:15 – 17:15

Brian Gardner, author of ROI From CRM: It’s About Sales Process, Not Just Technology, challenges conventional thinking on CRM with this practical, real-world session on getting ROI from CRM. Is it possible to reap a return on your investment in CRM? Yes, but the key is focusing on your team’s processes—not the technology itself. Gardner talks about the importance of starting small with his Start Slow and Grow philosophy, helping to ensure buy-in at all levels of an organization. Attendees also learn about his simple yet effective five-step CRM Audit and hear real-life examples of companies that have taken this approach. Whether you are starting from scratch or already have CRM in place, his system can identify which processes to focus on first, as well as what it will take to get it all done. The final step of his CRM Audit is a road map to help you target areas of your business that will provide the greatest ROI in both the short and long term.

Presented by: Brian Gardner

B204: How to Meet Digital Customer Expectations With an Analog Budget

Track B: Essential Big Picture Considerations – Tuesday 25 April 
16:15 – 17:15

Today’s customers are increasingly self-defined by their smartphone persona, and they in turn increasingly define the companies they’ll do business with by those organizations’ smartphone persona. Phone conversations are becoming less important than smartphone apps and mobile websites to customer relationships. The good news is that digital interactions can reduce your cost per contact. The bad news is that, unfortunately, too many organizations have determined their contact center strategy without planning for this change. How can you adapt in mid-stream without breaking your budget? This session provides the information you need to increase customers’ digital adoption and save on OpEx while you’re at it.

Presented by: Robert Lamb

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