Survey Says: Consumers Want Live Help

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1 Session Abstracts Optimization Services Track Survey Says: Consumers Want Live Help October 22 nd, 11:00 am Eastern ATG recently surveyed more than 1,000 Internet users who research, apply for, and buy products and services online. The consumer focused study measured and analyzed demand for live help services like Click to Call and Click to Chat. Results from the survey point to two unequivocal facts: shoppers across all age groups want live online help, and they use different live help options for different reasons in different stages of the buying process. This session will reveal compelling findings and trends from the ATG Consumer Live Help Survey, and explore how businesses across a range of industries are gaining more value from offering an integrated live help solution. Attendees will better understand: The relative importance of live help as a Website feature What factors drive consumers to seek live help Whether Click to Call or Click to Chat is the preferred method of live help What circumstances and scenarios lead consumers to use Click to Call vs. Click to Chat The Death Of The Toll Free Number? How Businesses Are Using Live Help to Increase Revenue & Profits Did you know that the number on your Web site might be costing you sales and increasing your service costs? As more businesses get serious about their online channels, they understand that proactively engaging visitors with live online help is a need to have, not a nice to have. Interactive voice and text services like Click to Call and Click to Chat delivered at the right time to the right visitor in the right online channel can help you convert and retain more customers, increase customer value, and service customers more profitably. Featuring ATG estara Click to Call and Click to Chat customer case studies, this session will reveal how businesses across a range of industries are using live help in new, innovative ways to engage online visitors, drive revenue, and improve loyalty. If you re considering an investment in live help, or if you want to take your ATG live help solution to the next level, attend this session to see how other companies are hanging up their numbers and reaping the top and bottom line benefits of live help. Customer examples include: Going Beyond Automated Cross Sells With Product Recommendations New Business Console Previewed! Automated product recommendations have emerged as a valuable quick win solution for automating product crosssells. But today s next generation product recommenders can do much more. This session focuses on how innovative etailers are using the predictive power of ATG Recommendations to personalize product discovery. The ATG Recommendations product & technology team will give examples of how customers are going beyond the cross sell by implementing an automated merchandising strategy to boost conversion rates and order values to new levels. Attend this session to learn about the benefits of using ATG Recommendations to automate and personalize merchandising across your site and channels, and see a preview of a new merchandising console that will put the power of automation and control into merchant s hands later this year. Tracking, Targeting & Testing: Why Rules Based Click to Call & Click to Chat Deployments Deliver Higher ROI: New Reporting Tools Previewed! October 29 th, 11:00 am Eastern Offering customers a live voice or live chat on your Website is the first step in driving more sales and improving customer loyalty. To ensure you get the most out of your Click to Call and Click to Chat deployment, ATG offers the most sophisticated on demand (SaaS) platform for tracking your visitors behavior, targeting the right live help method at the right time, and testing & measuring the resulting sales lift. Customers using the estara Rules engine & platform gain direct, real time insight into how Click to Call and Click to Chat are impacting top and bottom line metrics, and can harness the information gathered to improve the customer experience on the Web and in the Contact Center. This session will explore the benefits of a proactive live help deployment, and preview a new reporting and analysis platform that will be made available to rules based Click to Call and Click to Chat customers later this year.

2 Commerce Business Track The Many Forms of Personalization: Making Them Work for You Consumers are unique and need to be treated uniquely. Today s etailers with best in class web sites go out of their way to understand the segment, persona and intentions of an online shopper. They then tailor the shopping experience to the interests and preferences of that user to improve conversion rates and customer satisfaction. This session explains the various types of personalization from basic targeted offers driven by explicit segmentation to sophisticated micro targeting based on leveraging a comprehensive individual profile, buying history, and current click behavior. Attendees will better understand: What are the types of personalization? Where do I start? What s possible? What s practical? What s easy? What s difficult? How do you define and leverage segments & personas? What s different about designing a site with personalization built in? What are ATG customers doing with personalization technology? Let s Get Social: How to Leverage the Power of the People Today s etailers with best in class web sites leverage the wisdom of crowds and social media to improve their customer experience and drive revenue. This session covers an overview of social commerce and how social media and user generated content can influence and engage your customers. It focuses on ways to drive measurable results through usergenerated content. Attendees will better understand: What is social commerce? How will social media and user generated content benefit my business? How can I leverage social communities like Facebook and social platforms like Twitter? How do I measure the ROI of my social initiatives? What are ATG customers doing with social media? Keeping Up With Customers Across Channels October 22 nd, 11:00 am Eastern Many data points show that those who shop across multiple channels are your best customers; they shop more frequently, purchase from more categories and spend more money. However, they also have higher expectations. On a basic level, they expect to find a consistent brand experience, full access to products, pricing, promotions and purchase and return options. On a more advanced level, they expect to use whatever device and access point they desire not just your website, call center and stores. They expect to easily incorporate mobile and social channels into their purchase decision process. This session will explore the challenges and opportunities you ll face in your efforts to continue to meet the evolving needs of the ever important cross channel shopper? Are all channels equal? Should you distinguish between marketing and sales channels? Is social a channel? What are the emerging and likely opportunities for mobile? How do you balance the channel preferences and expectations of both your emerging and established shoppers? How should you think about business tracking, KPIs & ROI? How are the retail leaders tackling these questions? Are we there yet? A Look at Mobile Progress & Potential Exciting announcements coming soon on this dynamic session...check back soon!

3 More Bang for Your Bucks: How to Maximize ROI with ATG November 4 th, 11:00 am Eastern You ve purchased the leading commerce platform on the market, now let s make sure you re maximizing the revenue drivers at your fingertips. Using our Opportunity Assessment Calculator and a mix of customer tactics, examples and results, we will detail the power of the complete ATG Commerce solution. This session will aim help you assess the many ways you can leverage your ATG Commerce solution to its full extent. Have you optimized your SEO approach? Have you implemented triggered campaigns? Are you using the web to test messages, promotions and campaign elements for all channels? Are you informing and rewarding your customer zealots? Are you identifying and reacting to abandoned carts? Are you optimizing your search result pages for each customer segment? Maximizing Your Merchandising Capabilities October 28 th, 12:00 pm Eastern ATG Merchandising is the business hub of our ecommerce platform and the focus of continuing development efforts within ATG. Hear about the latest features added to the product and learn tips & tricks to optimize your use of the product. This session will aim help you assess the many ways you can leverage ATG Merchandising to its full extent. See the latest preview capabilities in action Hear how new import/export features can add efficiencies to your workday Understand the capabilities and power of the latest searchandising features Explore extensions to the product that put the power of user generated content in the hands of the merchants Hear about the future plans for the product Learn how you can share your perspectives, tips and feature requests Connect with other power users of ATG Merchandising

4 Commerce Technical Track What s New in ATG 9.1 ATG Version 9.1, released on July 31st, 2009, advances ATG s cross channel commerce strategy and solutions, enhances ATG s merchandising capabilities and delivers improvements and features that enable more cost effective and efficient ATG implementations & integrations. This session will cover: Overview of REST services and how they can simplify integrations New enhancements and improvements in the usability of the 9.1 business tools including a Merchandising UI refresh New tools for managing product catalog information via CSV files (Excel) Additional Configuration Manager capabilities and configuration options Content Administration enhancements including the ability to purge data and projects Search administration and performance improvements Improved support of UI customizations in Commerce Service Center Commerce Platform Deployment and Optimization October 22nd, 11:00 am Eastern An e commerce site has a lot of moving parts and ATG provides a platform designed to support the most demanding sites. Getting the most from your ATG site depends on planning and deploying it properly. This session discusses some best practices in configuring and managing ATG based sites (on a JBoss application server). Specific topics include: Staging environment setup Build and deployment methods Production configuration Performance testing and optimization Monitoring strategies and tools Unit and site testing Integrating Rich Front Ends and External Applications via ATG'S REST Web Services REST is an increasingly popular way to implement web services. Now available in ATG 9.1, the REST interface provides a fast and easy way to take advantage of ATG services. This session provides a brief overview of the new REST services interface, and then demonstrates how to use REST services to address two common use cases. Topics covered include: Introduction to ATG REST Web services Developing a rich front end catalog browser using FLEX and REST Developing a sample order history integration using REST Search Implementation, Configuration and Optimization October 29 th, 11:00 am Eastern Search is a vital part of every e commerce site, providing navigation and direct search results relied on by most site visitors to find the right content. ATG Search provides both the power and a large set of configurable features to deliver highly effective and customized search results for the most demanding sites. This session discusses some of the top considerations in search setup and configuration to ensure the best results. Specific topics include: Implementation planning and architecture Search setup and troubleshooting Indexing configuration Results page setup and configuration Using search facets Search configuration best practices Assessing and improving search quality Load and performance testing

5 Content Administration Implementation October 28 th, 12:00 pm Eastern ATG Content Administration (CA) provides customers the ability to manage the full lifecycle of content in ATG Web applications. The application is powerful and adaptable to many different environments. This session brings insight from both ATG development and ATG support on some of the best practices for implementing and using CA. Specific topics include: CA overview and main functions Planning the CA implementation Establishing the best CA architecture Designing the import process Considerations in setting up versioned repository data Optimizing CA performance ATG Knowledge Status, Case Histories and Future Direction October 29 th, 12:00 pm Eastern Modern companies have a great deal of value in the knowledge they contain, in people and in systems. Harnessing that value for the direct benefit of the company can be a challenge. Come to this session to learn more about how ATG Knowledge help Dell and Fiserv make the most of this asset. Specific topics include: Overview of ATG s Knowledge product and future plans Customer case study Dell Customer case study Fiserv Customizing the Commerce Service Center November 4 th, 12:00 pm Eastern ATG s Commerce Service Center enabled agents to manage a wide assortment of customer activities, from assisting with sales questions and guiding customers during purchase to managing customer support and post sales service. This session will cover initial configuration and some ways CSC is customized to tailor it to a specific environment. Major areas covered include: Initial configuration, including scenario use, e mail notifications and audit logging Basic integration with estara Click to Call / Chat Interface customization of tabs, panels and panel stacks Search integration and configuration Creating new payment methods Ticket management and agent audit

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