LEAD-GEN OPPORTUNITIES CRM MAGAZINE S

Transcription

1 LEAD-GEN OPPORTUNITIES CRM MAGAZINE S BEST PRACTICES WHITE PAPER SERIES THOUGHT LEADERSHIP & LEAD GENERATION IN ONE COMPLETE, MULTICHANNEL MARKETING PROGRAM Impact our audience Your sponsored essays, white papers, and case studies will be printed in a special section of CRM magazine preceded by an introduction by our publisher, Bob Fernekees, with extensive distribution via our magazine and website, destinationcrm.com. Generate leads for your sales force n PDF requests will be driven through a registration form capturing complete contact and qualifying information. n Leads will be distributed to all sponsors in this section via a secure link that you can access 24x7. n Your individual PDF will be delivered to you for your own marketing efforts. Enormous distribution, reach, and frequency n Print distribution in CRM magazine (65,000 subscribers) n Inclusion in digital version of CRM magazine (5,000 subscribers) n 70,000 invitations to download a PDF of this special section you get the leads n 1 month of homepage promotion on destinationcrm.com (150,000 visitors per month) n Inclusion in all eight eweekly newsletters (70,000 per issue 560,000 total) n Archived on destinationcrm.com for 1 year n Posts on all CRM social media networks: Twitter, Facebook, and LinkedIn Your editorial topics can range from: n Third-party white papers or white paper abstracts n Successful customer case studies n Your company s unique value proposition or market position n A behind-the-scenes look at your technology solution and why it s important n Receive a custom PDF of the section for your website n Editorial and production services included copy editing, layout, and design Sponsorship rates Standard 1 page (750 words) $7,500 net. Silver 2 pages (1,500 words) $10,500 net. Gold 3 pages (2,250 words) $14,000 net. Platinum 4 pages (3,000 words) $16,500 net. ADVERTISING CONTACTS Mountain & Pacific Dennis Sullivan Advertising Director (203) dennis@infotoday.com Eastern & Central Adrienne Snyder Advertising Director (201) adrienne@destinationcrm.com SOLO AND ROUNDTABLE WEB EVENTS THESE ONLINE WEB EVENTS ARE GEARED TO GENERATE LEADS FOR SPONSORS WHILE PROVIDING A VALUABLE RESOURCE FOR OUR READERSHIP ON A NUMBER OF TOPICS. Format n One to three sponsors and a moderator from CRM magazine n Introduction of sponsors, value proposition presentations, lively interactive discussion between sponsors, Q&A with audience n 60 minutes in total length What You Get n Highly Qualified, Actionable Leads: Generated from preregistration; live-event logon; and registration to the archived event for 90 days, with leads delivered every Monday. n Extensive Event Registration: A program offering multiple marketing touchpoints. n Brand Leverage: Use the strength of our CRM brand, moderated by a senior CRM editor and marketed under the aegis of CRM Media. n A Managed Process: We take care of all of the details advertising materials, marketing, registration, technology, and, follow-up. n Experience: CRM Media is the most experienced webcast producer in the field, having produced more than 1,000 successful streaming Web Events since Our client list includes virtually every major vendor in the CRM/knowledge management marketplace. Our Action List Aggressive online and print advertising campaign including: n Three HTML invitations to our 70,000-name database n A full-page, 4-color, on-demand event advertisement in CRM magazine (postevent) and on-site banner advertising on destinationcrm.com n Three advertisements in CRM s eweekly HTML newsletter with a circulation of 80,000 n Phone call reminder to all registrants n Complete registration of attendees n Confirmation s with Outlook icalendar reminder n Reminder with registration information n Postevent thank you with links to archive for both attendees and nonattending registrants n Registration reports, including postevent registrations, for the archived version, delivered every Monday for 90 days n Complete production and management of the technology n Event archiving on destinationcrm.com for 90 days for anytime, on-demand viewing n One affordable price, a fraction of the cost of an a la carte event without any of the headaches Solo Sponsorship Rate Call for details Roundtable Sponsorship Rate $8,500 BEST PRACTICES & ROUNDTABLE SCHEDULE MEDIA KIT

2 2015 BEST PRACTICES & ROUNDTABLE SCHEDULE Issue Month/Close Dates Lead Generation Best Practices Guides and Special Sections Roundtable Webcasts January 2015 Reservations Due: 11/4/2014 Content Due: 11/11/2014 February 2015 Reservations Due: 12/8/2014 Content Due: 12/15/2014 March 2015 Reservations Due: 1/5/2015 Content Due: 1/12/2015 April 2015 Reservations Due: 1/30/2015 Content Due: 2/6/2015 May 2015 Reservations Due: 3/5/2015 Content Due: 3/12/2015 June 2015 Reservations Due: 4/3/2015 Content Due: 4/12/2015 WEB SELF-SERVICE SOLUTIONS EVERYWHERE MEGA TRENDS IN CRM: Top executives predict 2015 trends HOW TO PROMOTE CUSTOMER ENGAGEMENT AND GET IT RIGHT? BIG DATA AND THE ANALYTIC TOOLS TO UNDERSTAND WHAT IT ALL MEANS CREATING INTELLIGENT CONTACT CENTERS FROM YOUR CUSTOMERS POINT-OF-VIEW SALES ENABLEMENT TOOLS THAT HELP REPS MEET THEIR GOALS LEVERAGING SOCIAL CUSTOMER SERVICE: SERVICE CUSTOMERS WHERE THEY LIVE DIGITAL MARKETING SOLUTIONS ON ANY BUDGET SO HOW DO I HEAR THE VOICE OF THE CUSTOMER? HOW TO ACHIEVE DIGITAL TRANSFORMATION? SMART CUSTOMER SERVICE IN A MULI-CHANNEL WORLD CRM & GOOGLE: BUSINESS APPS IN THE COMFORT ZONE WEB SELF-SERVICE SOLUTIONS EVERYWHERE Roundtable Date: 1/28/2015 Sponsor Commitment: 12/14/2014 HOW TO PROMOTE CUSTOMER ENGAGEMENT AND GET IT RIGHT? Roundtable Date: 2/25/2015 Sponsor Commitment: 1/10/2015 PERSONALIZING CUSTOMER SERVICE INTERACTIONS Roundtable Date: 3/18/2015 Sponsor Commitment 2/15/2015 CREATING INTELLIGENT CONTACT CENTERS FROM YOUR CUSTOMERS POINT-OF-VIEW Roundtable Date: 3/25/2015 Sponsor Commitment: 2/18/2015 THE MOBILE CHANNEL AND CRM: THE MOST PERSONAL CHANNEL Roundtable Date: 4/15/2015 Sponsor Commitment 3/1/2015 LEVERAGING SOCIAL CUSTOMER SERVICE: SERVICE CUSTOMERS WHERE THEY LIVE Roundtable Date: 4/29/2015 Sponsor Commitment: 3/15/2015 DIGITAL MARKETING SOLUTIONS ON ANY BUDGET Roundtable Date: 5/6/2015 Sponsor Commitment 3/10/2015 SO HOW DO I HEAR THE VOICE OF THE CUSTOMER? Roundtable Date: 5/20/2015 Sponsor Commitment: 4/15/2015 INBOUND & OUTBOUND IVR, AND INTELLIGENT CALL ROUTING Roundtable Date: 6/10/2015 Sponsor Commitment 4/15/2015 SMART CUSTOMER SERVICE IN A MULI-CHANNEL WORLD Roundtable Date: 6/24/2015 Sponsor Commitment: 5/6/2015 STRATEGIES FOR CREATING MORE CONSISTENT AND PERSONALIZED COMMUNICATIONS ACROSS CUSTOMER TOUCH POINTS Roundtable Date: 6/17/2015 Sponsor Commitment 5/1/2015 Schedule is subject to change. BEST PRACTICES & ROUNDTABLE SCHEDULE MEDIA KIT

3 2015 BEST PRACTICES & ROUNDTABLE SCHEDULE (cont.) Issue Month/Close Dates Lead Generation Best Practices Guides and Special Sections Roundtable Webcasts July 2015 Reservations Due: 5/4/2015 Content Due: 5/11/2015 August 2015 Reservations Due: 6/4/2015 Content Due: 6/11/2015 September 2015 Reservations Due: 7/6/2015 Content Due: 7/13/2015 October 2015 Reservations Due: 8/5/2015 Content Due: 8/12/2015 November 2015 Reservations Due: 9/3/2015 Content Due: 9/11/2015 December 2015 Reservations Due: 10/5/2015 Content Due: 10/13/2015 CRM MAGAZINE S 17th ANNUAL BUYER S GUIDE CRM & THE INTERNET OF THINGS CONTACT CENTER WORKFORCE OPTIMIZATION THE OMNI-CHANNEL IMPERATIVE LEVERAGING SALESFORCE.COM WITH POWERFUL APPEXCHANGE TOOLS 2015 CONTACT CENTER INNOVATIONS THE INTEGRATION OF KNOWLEDGE MANAGEMENT AND CRM FOR INTELLIGENT SUPPORT CUSTOMER EXPERIENCE MANAGEMENT: DESIGNING THE CUSTOMER JOURNEY PREDICTIVE ANALYTICS AND THE PATH TO PERSCRIPTIVE ANALYTICS INTEGRATING SOCIAL MEDIA INTO CONTACT CENTERS VIRTUAL AGENTS CUT THROUGH THE CLUTTER AWARD WINNING CRM COMPANIES IN REVIEW TOP PRODUCTS OF 2015 LEVERAGING SALESFORCE.COM APPEXCHANGE SOLUTIONS FOR SALES & MARKETING Roundtable Date: 7/15/2015 Sponsor Commitment: 6/1/2015 CONTACT CENTER WORKFORCE OPTIMIZATION Roundtable Date: 7/29/2015 Sponsor Commitment: 6/15/2015 LEVERAGING SALESFORCE.COM APPEXCHANGE SOLUTIONS FOR CUSTOMER SERVICE Roundtable Date: 8/12/2015 Sponsor Commitment: 6/20/2015 BIG DATA AND THE ANALYTIC TOOLS TO UNDERSTAND WHAT IT ALL MEANS Roundtable Date:8/26/2015 Sponsor Commitment: 7/15/2015 THE OMNICHANNEL IMPERATIVE Roundtable Date: 9/16/2015 Sponsor Commitment: 8/7/ CONTACT CENTER INNOVATIONS Roundtable Date: 9/30/2015 Sponsor Commitment: 8/7/ TECH TRENDS IN CUSTOMER EXPERIENCE Roundtable Date: 10/7/2015 Sponsor Commitment: 9/5/2015 THE INTEGRATION OF KM AND CRM FOR INTELLIGENT SUPPORT Roundtable Date: 10/14/2015 Sponsor Commitment: 9/15/2015 CUSTOMER EXPERIENCE MANAGEMENT: DESIGNING THE CUSTOMER JOURNEY Roundtable Date: 10/28/2015 Sponsor Commitment: 9/15/2015 PREDICTIVE ANALYTICS Roundtable Date: 11/11/2015 Sponsor Commitment: 9/14/2015 ASSISTED AND SELF-SERVICE DIGITAL CHANNELS: ENABLING SELF- SERVICE CUSTOMER ECONOMY Roundtable (Only) Date: 11/18/2015 INTEGRATING SOCIAL MEDIA INTO CONTACT CENTERS Roundtable Date: 12/9/2015 Sponsor Commitment: 10/12/2015 Schedule is subject to change. BEST PRACTICES & ROUNDTABLE SCHEDULE MEDIA KIT

4 2015 BEST PRACTICES TOPICS JANUARY 2015 Reservations Due: 11/4/2014 Content Due: 11/11/2014 WEB SELF-SERVICE SOLUTIONS EVERYWHERE According to several recent studies, around 60% of customers prefer selfservice to interacting with a live agent. So it seems we ve reached a point where the best way to serve customers, is to make it as easy as possible for them to help themselves. In the January installment of our monthly Best Practices Series, we ll take a look at customer self-service in its many forms, Web, voice, mobile, kiosk or any of the many other solutions customers can use to serve themselves. Roundtable Date: 1/28/2015 Sponsor Commitment: 12/14/2012 FEBRUARY 2015 Reservations Due: 12/8/2014 Content Due: 12/15/2014 HOW TO PROMOTE CUSTOMER ENGAGEMENT AND GET IT RIGHT? The term Customer Engagement (CE) was a hot topic among the many of the industry pundits and presenters at our 2014 CRM Evolution conference. But what exactly is customer engagement? And, how do companies build engagement among their customer base? How should results be measured, and what is the value of improved CE results? These are some of the questions our readers would like answered in the new Best Practices topic. Roundtable Date: 2/25/2015 Sponsor Commitment: 1/10/2015 MEGA TRENDS IN CRM: Top executives predict 2015 trends What is your company s prediction for a 2015 breakout trend? Is your company driving an innovation that will change the way organizations relate to their customers? The last decade saw the introduction of many breakout technologies and trends that have had a transformational effect on CRM. Think hosted solutions, marketing automation, self-service, mobile technologies, social media, or big data. In this special section in CRM magazine s January issue, we invite top CRM executives to give their predictions as to what trends will emerge in their area of expertise, and how they are planning to incorporate the trend into their business plans. This is an exceptional opportunity for you to go on the record and tell our readers what to look for in the new year in this special thought leadership special section. BIG DATA AND THE ANALYTIC TOOLS TO UNDERSTAND WHAT IT ALL MEANS This Best Practices topic is a perennial favorite among our readers for good reason. The avalanche of information produced or available online and the possibility of putting that data to actionable use has been one of the most important mega trends of the last several years. In The February issue of CRM magazine we ll reprise our Best Practices Guide on this topic with examples, case studies and other informational offerings to help our readers understand the current state of big data, customer analytics, and business intelligence and how they can benefit from better understanding their own data streams. Roundtable Date: 8/28/2015 BEST PRACTICES & ROUNDTABLE SCHEDULE MEDIA KIT

5 MARCH 2015 Reservations Due: 1/5/2015 Content Due: 1/12/2015 PERSONALIZING CUSTOMER SERVICE INTERACTIONS According to Forrester Research group, Personalizing Customer Service Interactions is among the top key trends facing customer service organizations today and a driving trend in Knowing a customer s history, communications preferences, and other unique data points is crucial to delivering a personalized and customized experience. Roundtable (Only) Date: 3/4/2015 CREATING INTELLIGENT CONTACT CENTERS FROM YOUR CUSTOMERS POINT-OF-VIEW The golden rule of treating others as you would like to be treated yourself is never more true than in the contact center. Creating an intelligent contact center embodies the essence of the Golden Rule by creating consistent, effective, and efficient methods of delivering customer service regardless of the customer channel and be fully integrated with the entire enterprise. This Best Practices guide will help readers achieve the ultimate challenge of creating an intelligent contact center. Roundtable Date: 3/25/2015 Sponsor Commitment: 2/18/2015 SALES ENABLEMENT TOOLS THAT HELP REPS MEET THEIR GOALS Any executive who has worked in sales understands that all sales people are natural superstars, but with the right training, tools and sticking to a proven framework, most sales people can competently reach their goals. This Best Practices installment will focus on how to best prepare sales people with help them be more effective when interacting with customers, preparing for sales calls, and even generating their own leads. The scope of content can include any technologies that help drive sales, from sales automation to collaboration, incentive management, and productivity tools that help drive behaviors, increase win rates, decrease sales cycles, and make quotas. This section will focus on solutions that help salespeople drive revenue. APRIL 2015 Reservations Due: 1/30/2015 Content Due: 2/6/2015 THE MOBILE CHANNEL AND CRM: THE MOST PERSONAL CHANNEL It s no secret that the use smart phones is exploding. According to a recent report from the Pew Research Center, 34% Americans go online mostly using their phones, and not using some other device such as a desktop or laptop computer. The implication for location based marketing and ecommerce, customer service, and personalized, permission based marketing is enormous, but the rules of engagement are markedly different for mobile communications. Roundtable (Only) Date: 4/15/2015 LEVERAGING SOCIAL CUSTOMER SERVICE: SERVICE CUSTOMERS WHERE THEY LIVE Here s a stat from a recent Sprinklr report: 80% of companies say the offer superior customer experiences, but only 8% of customers agree. Obviously, there is a disconnect in perception. Social networks have become the new water cooler for people to trade information, but on a thoroughly massive scale. Most interactions are personal in nature, but according to ICMI, 53% of consumers have used Facebook for customer service issues. That s a big channel to ignore. This installment of CRM s Best Practices series will focus on how organizations can deliver efficient customer service via social networks, monitor conversations about their products and brands, and drive value for their companies. Your recommendations can actively shape how our audience chooses to deploy their social channels. Roundtable Date: 4/29/2015 Sponsor Commitment: 3/10/2015 BEST PRACTICES & ROUNDTABLE SCHEDULE MEDIA KIT

6 DIGITAL MARKETING SOLUTIONS ON ANY BUDGET According to a recent study by Gartner, 11% of companies spent more than half of their marketing budget on digital marketing activities in 2013 up from 3% in And that sharp seems poised to continue for the next several years. In this month s installment of CRM s Best Practices Guide, we ll take a look at the state of digital marketing solutions across the spectrum of company size, and the offerings available to nearly every company. Roundtable Date: 5/6/2015 Sponsor Commitment 3/10/2015 MAY 2015 Reservations Due: 3/5/2015 Content Due: 3/12/2015 SO HOW DO I HEAR THE VOICE OF THE CUSTOMER? Voice of the Customer (VoC) programs have become a very hot strategic initiative over the past couple of years, and Gartner puts growth around 30% per annum through What business executive wouldn t want to know his customers better so he could market, sell, and service them more effectively? The problem business executives have is figuring out just how to listen to customers, and how to make sense of what exactly he is hearing. The choices are daunting and often in different data formats: Traditional surveys, speech analytics, social media monitoring, and other feedback tools to capture large amounts of customer information. In the Best Practices Guide, we ll will try to educate our readers on how build a VoC strategy that can provide meaningful results and help accomplish strategic goals. Roundtable Date: 5/27/2015 Sponsor Commitment: 4/15/2015 HOW TO ACHIEVE DIGITAL TRANSFORMATION? Digital transformation is a hot topic these days. In the December 2013 issue of CRM magazine, columnist Esteban Kolsky wrote, Not only is digital transformation changing the face of CRM, it is changing the face of business. If you are seriously looking for one topic or area to focus on in 2014-plus, digital transformation is the one. But what does it mean? What are its merits? How should companies go about transforming their organizations in a way that creates value? In this new addition to CRM magazine s Best Practices schedule, we ll look for insights into the concept of digital transformation. JUNE 2015 Reservations Due: 4/3/2015 Content Due: 4/12/2015 INBOUND & OUTBOUND IVR, AND INTELLIGENT CALL ROUTING Delivering great customer experiences depends on consistency, accuracy, and convenience and this roundtable will focus on how to create and support a call center that balances inbound, outbound and intelligent call routing to make the most of the voice channel. Roundtable (Only) Date: 6/10/2015 STRATEGIES FOR CREATING MORE CONSISTENT AND PERSONALIZED COMMUNICATIONS ACROSS CUSTOMER TOUCH POINTS Customers want to be recognized for their past business with your company and engage in a way that makes sense for them. In this Best Practices Guide, we ll take a look at how technology is enabling personalized conversations along the customer journey in a way that builds loyal, engaged customers and prospects. Roundtable (Only) Date: 6/17/2015 SMART CUSTOMER SERVICE IN A MULTI-CHANNEL WORLD CRM magazine has always focused on customer service as one of the most important customer facing areas of an organization. In this special Best BEST PRACTICES & ROUNDTABLE SCHEDULE MEDIA KIT

7 Practices guide, we ask contributors to offer our readers guidance on how to best achieve a customer service strategy that both increases customer satisfaction and benefits the organization. This installment will also be promoted on our sister site, SmartCustomerService.com. Roundtable Date: 6/24/2015 Sponsor Commitment: 5/6/2015 CRM & GOOGLE: BUSINESS APPS IN THE COMFORT ZONE The grass roots trend of introducing business apps in a consumer environment has really democratized the ground up flow of technology in many organizations, and in many cases, these small in-roads from non decision makers in the trenches eventually take hold and become company-wide implementations. In this Best Practices Guide, you can showcase your business application designed to integrate with Google, in CRM magazine s June issue and our site, destinationcrm.com where you will have access to thousands of business people looking for easy and effective ways to use technology that doesn t involve capital expenditures or even IT support. There is a tremendous shift in this unstoppable trend of democratizing the way business applications are discovered, buy technology, and drive innovation from the ground upward. JULY 2015 Reservations Due: 5/4/2015 Content Due: 5/11/2015 LEVERAGING SALESFORCE.COM APPEXCHANGE SOLUTIONS FOR SALES & MARKETING The overwhelming success of Salesforce.com s AppExchange Marketplace has also made it more difficult for partners trying to gain visibility in their respective categories. Now you can make your case directly to the readers of CRM magazine in this ever-popular Best Practices Guide. This Best Practices topic will focus on AppExchange Solutions for Sales & Marketing. Roundtable (Only) Date: 7/15/2015 CRM MAGAZINE S 17th ANNUAL BUYER S GUIDE Turn your editorial mentions into clicks back to your marketing assets. Our annual comprehensive partners guide is completely integrated with all of the valuable editorial content on our site and in our magazine. Every time your company is mentioned on destinationcrm.com your logo will be displayed with a link back to your full listing which will include: n Improve your SEO with quality links Complete company, and product information n Expand your Social Reach Links to all of your social networks n Drive Inbound Marketing Links to your marketing assets Case Studies, white papers, demos, webcasts, videos n Complete the Circle Turn your editorial mentions into leads n Get Found All the Topic Centers & Market segments you choose n Get Creative Use video and other rich media to drive engagement You have control with a self-service portal where you can update your micro site as often as you wish throughout the year. Plus, your listing will be published in the July issue of CRM magazine. Turn your presence on destinationcrm.com into traffic to your site or social networks and close the loop with quality links from a quality source and boost your SEO ranking. CONTACT CENTER WORKFORCE OPTIMIZATION The contact center workforce optimization (WFO) solutions market continued its growth streak through much of 2013, increasing according to DMG Consulting. The analyst firm expects growth to continue through 2016, particularly as vendors invest to make their products easier to use and look toward incorporating analytics, mobile, and video into their suites. In this first ever addition to CRM magazine s Best Practices series, we ll take a look at innovations driving this important area of the contact center. Roundtable Date: 7/29/2015 Sponsor Commitment: 6/16/2015 BEST PRACTICES & ROUNDTABLE SCHEDULE MEDIA KIT

8 AUGUST 2015 Reservations Due: 6/4/2015 Content Due: 6/11/2015 LEVERAGING SALESFORCE.COM WITH POWERFUL APPEXCHANGE TOOLS The overwhelming success of Salesforce.com s AppExchange Marketplace has also made it more difficult for partners trying to gain visibility in their respective categories. Now you can make your case directly to the readers of CRM magazine in this ever-popular Best Practices Guide. This Best Practices topic will focus on AppExchange Solutions for Customer Service. Roundtable Date: 8/12/2015 Sponsor Commitment: 6/20/2015 SEPTEMBER 2015 Reservations Due: 7/6/2015 Content Due: 7/13/2015 THE OMNI-CHANNEL IMPERATIVE According to a recent report by MIT, 80% of shoppers check prices online and over 30% check prices while in the store. Today s customers have embraced all manner of communications and their actual behavior while in the buying mode has made sellers embrace omni-channel strategies. In this installment of CRM magazine s Best Practices series, we ll take a look at the evolution from multi-channel to omni-channel, and how to make the transition to serving a new, more demanding breed of customer. Roundtable Date: 9/16/2015 Sponsor Commitment: 8/14/ CONTACT CENTER INNOVATIONS Got a great story to tell about how your company has contributed to contact center innovations this year? This Best Practices installment is the place to let our readers know how your solutions have driven innovation in your customers contact centers. Business cases, technology improvements, and success stories will illuminate how decision makers can drive innovations at their own contact centers. n Search n Customer case management n Cloud-based infrastructure n Integration with other organizational systems and processes Roundtable Date: 9/30/2015 Sponsor Commitment: 8/7/2015 THE INTEGRATION OF KNOWLEDGE MANAGEMENT AND CRM FOR INTELLIGENT SUPPORT Knowledge Management (KM) has become an integral part of support when married to CRM systems. KM is all about providing answers quickly and efficiently, which is the same goal as customer support. Any solutions that can help customers solve problems, reduce agent training, provides consistency, and improves the entire process Roundtable Date: 10/14/2015 Sponsor Commitment: 8/7/2015 OCTOBER 2015 Reservations Due: 8/5/2015 Content Due: 8/12/ /7/ TECHNOLOGY TRENDS FOR GUIDING THE CUSTOMER EXPERIENCE In a recent article on Forbes.com listed five customer service trends for 2015 which will come to the forefront this year. 1. Every Customer Is A Multichannel Customer 2. The Best Service is Still No Service For Many (Self-service) 3. Social Support Tools Become More Advanced 4. How-To Content Becomes a Must 5. Service Finally Catches the Eye of Your CEO But what about 2016? What are the technology trends which will advances customer experiences next year? BEST PRACTICES & ROUNDTABLE SCHEDULE MEDIA KIT

9 CUSTOMER EXPERIENCE MANAGEMENT: DESIGNING THE CUSTOMER JOURNEY Engaging with customers and understanding how well your organization manages these interactions is essential to building customer loyalty. This Best Practices topic will focus on concrete solutions that will help improve optimum customer experiences and help organizations differentiate themselves for competitive advantage. Roundtable Date: 11/11/2015 Sponsor Commitment: 9/14/2015 PREDICTIVE ANALYTICS AND THE PATH TO PRESCRIPTIVE ANALYTICS The use of predictive analytics among Enterprise level organization has exploded since 2009 as outlined by a recent survey conducted my Accenture and is expected to reach $6.5 billion in sales by 2018 according to a report by Transparency Market Research. Clearly, there are many companies who see the value of being able to peek into the probable future with a degree of confidence. In this Installment of our Best Practices series, we ll take a look at predictive analytics and its progression to prescriptive analytics. NOVEMBER 2015 Reservations Due: 9/3/2015 Content Due: 9/11/2015 INTEGRATING SOCIAL MEDIA INTO CONTACT CENTERS The social media channel has not only added communications stream into contact centers it has also added a new layer of complexity to customer support. This topic will focus on Best Practices for integrating social networks and case studies of successful implementations. Roundtable Date: 12/9/2015 Sponsor Commitment: 10/12/2015 VIRTUAL AGENTS CUT THROUGH THE CLUTTER Virtual agents have proven to be a low-cost option to help support customers online, deflect shopping cart abandonment, and keep site visitors from switching from online self-service channels to the telephone. In this Best Practices Guide, we ll focus on how these humanlike representations can be deployed for the greatest impact. ASSISTED AND SELF-SERVICE DIGITAL CHANNELS: ENABLING SELF-SERVICE CUSTOMER ECONOMY The fastest, easiest, and most preferable form of customer service is rapidly shifting toward self-service from the customer s point-of-view. Thankfully, self-service is also the most cost effective from a business perspective, so this is a quintessential win/win for customers and service providers. Roundtable (Only) Date: 11/18/2015 DECEMBER 2015 Reservations Due: 10/5/2015 Content Due: 10/13/2015 AWARD WINNING CRM COMPANIES IN REVIEW CRM magazine produced has produced two prestigious awards issues, The Service Leaders Awards, and the Market Leaders Awards since In this special supplement to our December issue, we ll recap the winners of both Awards issues for the past two years, in and easy an accessible format in print, and a rich format online which will incorporate an enormous amount of content for the readers, and some really engaging opportunities for past winners to interact with our readers. TOP PRODUCTS OF 2015 Release a new product or product version in 2015? Then you should take advantage of the new once-a-year special section in CRM magazine and destination online. We ll be taking submissions and categorizing and indexing them for easy discovery and research. BEST PRACTICES & ROUNDTABLE SCHEDULE MEDIA KIT