Gartner Customer Strategies & Technologies Summit 2015
|
|
- Abraham Owen
- 8 years ago
- Views:
Transcription
1 EARLY-BIRD Discount Save 325 by 10 April Gartner Customer Strategies & Technologies Summit June London, UK gartner.com/eu/crm Embracing Complexity to Engage with Customers Key benefits of attending Develop a clear customer vision and strategy Overcome organizational barriers to CRM success Unlock the real business value in your customer data Elevate customer experiences through customer journey design and monitoring Provide personalized customer interactions across marketing, sales, service and digital-commerce
2 Embracing Complexity to Engage with Customers Technology offers more and more opportunities to attract, engage, win, serve and retain customers. However, unlocking this potential is complex. Business models and strategies are complicated to envision, design and execute. Systems and applications are complex to manage. Organizations struggle more and more with overlapping systems, processes and responsibilities, while analytics and Big Data are creating more ambiguity than insight. Most will struggle to master the digital forces acting on them, but winners in today s business environment will embrace complexity and harness its power to create new sources of wealth and value. The 2015 Gartner Customer Strategies & Technologies Summit explores the new digital opportunities and challenges that CRM leaders are facing, providing a roadmap to cut through the complexity to develop a clear customer strategy. The Summit delivers practical advice on how to: Manage complex, two-way customer relationships across multiple channels and touch-points Develop and deliver relevant customer interactions and experiences across marketing, sales, service and e-commerce Overcome the political and cultural hurdles that can cause CRM projects to stumble Registration and pricing 3 easy ways to register Web: gartner.com/eu/crm emea.registration@gartner.com Telephone: Pricing Early-bird price: 2,150 + VAT (ends 10 April 2015) Standard Price: 2,475 + VAT Public Sector Price: 1,950 + VAT Gartner clients A Gartner ticket covers both days of the Summit. Contact your account manager or emea.events@gartner.com to register using a ticket. Bring your team Decipher and unlock the real business value in your organization s data Drive value from your customer experience projects and measure the results Join us at Gartner Customer Strategies Summit 2015 to build a CRM action plan to help your organization take advantage of the opportunities that digital technologies promise. Including your IT Leader, Customer Strategy Leader, Head of Customer Experience, Head of Customer Service, Sales and Marketing Leaders Gain a much richer experience of the event and save! Maximize your learning by attending with your group. Participate together in relevant sessions or split up to cover more topics, sharing your session take-aways later. Complimentary registrations: 1 for every 3 paid registrations 2 for every 5 paid registrations 3 for every 7 paid registrations For more information, emea.teamsend@gartner.com or contact your Gartner account manager. Gartner Customer Strategies & Technologies Summit 2015
3 Keynote sessions Gartner Keynote: Customer Engagement Will Accelerate to the Speed of Digital Business The future of business is being led by customers. Advancements in digital technologies are dramatically lowering barriers to entry to digital business the creation of new business designs by blurring the physical and digital worlds. Today s customers have the ability to rapidly and easily influence new and innovative business models. How will customer strategies need to change in this fluid and increasingly complex world of digital business? In this keynote, we examine digital business and why it s important, predict how customer engagement will change when people, business, and the internet of things interact, and discuss how you can start to engage customers on the journey to digital business. Don Scheibenreif, Gartner Gartner Keynote: We Analyze Too Much and Synthesize Too Little This is a closing keynote you don t want to miss. Provocative, engaging, and funny, it promises to fundamentally change your point of view. We ll challenge people s obsession with analysis. In an increasingly complex world, analytics actually suffer from diminishing returns. So what is the alternative? It s about the art and science of synthesis. To find out what that is, why it is important and how to apply it, you re going to have to see for yourself! Frank Buytendijk, Gartner Guest Keynote: When Markets Become Networks: Rethinking Customer Strategies This keynote will focus on how companies have to re-think their customer strategies in a world where technology and digital have become the new Normal. We re witnessing the transition where markets as we know them are disappearing, and turning into complex networks of information. Markets turn into networks of intelligence, with the customer at the epicenter. But this means we have to rethink the concept of marketing in a networked world, we have to understand that information on customers is transforming into a constantly changing river instead of a stale pond. The network always wins, with rivers of information supplying us with insights into customers, where technology will allow us to keep being relevant to customers, but where we also have to re-establish the premium value of human interaction in a post-new normal world. Peter Hinssen, Author and Entrepreneur What s new in 2015 This year s event will deliver practical, real-world advice and thought provoking future scenarios on new topics such as: How Customer Journeys can be designed and analyzed to deliver outstanding multichannel customer experiences How to develop a Customer Engagement Hub that manages all customer interactions How you can use customer data to create and leverage business moments How to measure the true business benefit of your customer experience initiatives The Internet of Things and how to prepare for when things become customers How Marketing can take advantage of the opportunities presented by Big Data Identifying the new mobile trends that will impact your customers How to prepare your support organization for a world without agents Case studies Shell: Delivering Best in Market Customer Experience to Improve Customer Loyalty Laurence Fleury Romano Customer Experience Manager, Shell Holistic Healing How Johnson & Johnson is Using 360 Degree CRM to Better Understand Patients and Customers Sanjay Singh, Worldwide IT Director TotalView and Mobility MD&D, Johnson & Johnson Bayer CropScience: Implementing a Global Commercial Excellence Program to Drive Customer Centricity Armin Pfeiffer, Global Customer Interaction Manager, Bayer CropScience AG Dr. Arnd Nenstiel, Head of Customer Interaction Management, Bayer CropScience AG ASDA: Customer Centric e-volution in Multichannel Commerce Alex Alexander, Multichannel Technology Director, ASDA (part of Walmart Global ecommerce division) Who should attend? Chief Customer Officers Customer Service and Support Leaders CIOs, Technology Strategists, IT Managers E-Commerce Managers Marketing Managers Sales Managers Customer Experience Leaders Heads of Customer Strategy Heads of Customer Intelligence Contact Centre Managers CRM Project Managers Business Analysts Enterprise and Solution Architects Save 325 Register by 10 April 2015 by visiting gartner.com/eu/crm #GartnerCRM
4 Agenda at a Glance Wednesday 10 June :30 20:00 Registration and Information 08:00 08:45 Tutorial: Getting to Know Gartner and Meet the Analysts Gene Alvarez 09:00 10:00 Welcome and Gartner Opening Keynote: Customer Engagement Will Accelerate to the Speed of Digital Business Jim Davies and Don Scheibenrei 10:00 10:45 Refreshment Break in the Solution Showcase 10:45 11:15 Sponsor Panel Discussion Moderators: Jim Davies and Ed Thompson 11:15 12:15 Guest Keynote: When Markets Become Networks: Rethinking Customer Strategies Peter Hinssen, Author and Entrepreneur 12:15 13:30 Lunch in the Solution Showcase Tracks A. Removing Organizational Barriers B. Managing Customer Interactions C. Delivering Value from Customer Data D. Elevating Customer Experiences 13:30 14:15 Defining a Clear CRM Vision and Strategy Scott Nelson Building a Next-Generation Customer Support Center That Wows Customers Michael Maoz How to Mobilize the Five Key Roles Required to Achieve a Single View of the Customer Saul Judah How to Get Value from Customer Experience Projects Ed Thompson 14:30 15:00 Solution Provider Sessions 15:15 16:00 Effecting Cultural Change: The Hidden Key to CRM Scott Nelson 16:00 16:30 Refreshment Break in the Solution Showcase The Future of Digital Commerce Customer Interactions Gene Alvarez How to Benefit from the Six Styles of Customer Analysis Gareth Herschel How to Deliver an Outstanding Multichannel Customer Experience Using Customer Journeys Brian Manusama 16:30 17:15 Case Study: Bayer CropScience: Implementing a Global Commercial Excellence Program to Drive Customer Centricity Armin Pfeiffer, Global Customer Interaction Manager, Bayer CropScience AG Case Study: ASDA Alex Alexander, Multichannel Technology Director, ASDA/WalmartLabs Case Study: Holistic Healing How Johnson & Johnson is Using 360 Degree CRM to Better Understand Patients and Customers Sanjay Singh, WW IT Director TotalView and Mobility MD&D Case Study: Shell: Delivering Best in Market Customer Experience to Improve Customer Loyalty Laurence Fleury Romano, Customer Experience Manager, Shell 17:30 18:00 How to Ease the Planning, Governing and Implementation of SaaS CRM Projects Robert Desisto Maverick Session: The Internet of Things How to Get Ready for When Things Become Customers Don Scheibenreif Wearables: New Devices, New Interactions, New Opportunities Nick Jones Maverick Session: Digital Ethics, or How to Not Cross the Creepy Line Frank Buytendijk 18:00 20:00 Networking Reception Thursday 11 June :00 16:45 Registration and Information 08:00 08:45 Peer Exchange 09:00 09:45 Measuring the Success of Your CRM Project Gene Alvarez Creating a Sales Force Automation Strategy That Yields Business Value Robert Desisto The Big Data Opportunity for Marketing Gareth Herschel Outside-In Customer Process Redesign Ed Thompson 10:00 10:30 Solution Provider Sessions 10:30 11:00 Refreshment Break in the Solution Showcase 11:00 11:45 How to Achieve Strong Sales Force Automation Adoption Tad Travis How to Ensure a ROI on Your Digital Marketing Strategy Scott Nelson Using Data to Create and Leverage Business Moments Don Scheibenreif How to Listen to the Voice of the Customer Jim Davies 12:00 12:30 Solution Provider Sessions 12:30 13:45 Lunch in the Solution Showcase 13:45 14:30 Essential Tips for Successful Negotiations with the CRM Mega- Vendors Roberto Sacco 14:45 15:15 Identifying the Consumer Mobile Trends That Will Impact Your Customer Nick Jones 15:15 15:45 Refreshment Break in the Solution Showcase Ten Steps to Running a Successful Customer Engagement Hub Project: From Idea to Execution Olive Huang Maverick Session: How Ready is Your Support Organization for a World Without Agents? Michael Moaz Who's Sabotaging Your Information Management, and What to Do About It Saul Judah How to Master Customer Journey Analytics Gareth Herschel 15:45 16:30 Closing Gartner Keynote: We Analyze Too Much and Synthesize Too Little Frank Buytendijk Personalize your Digital Commerce to Grow Satisfaction, Profits and Loyalty David Kohler Pecha Kucha: Customer Experience Metrics in 400 Seconds AND Survey Best Practices for a Better Customer Experience Ed Thompson and Jim Davies 16:30 16:35 Closing Remarks David Kohler #GartnerCRM Gartner Customer Strategies & Technologies Summit 2015
5 f When attending this event, please refer to the agenda handout provided or the Gartner Events mobile app for the most up to date session and location information Agenda as of 16 February 2015, and subject to change Tracks A. Removing Organizational Barriers This track provides practical advice on how to tackle common challenges such as gaining executive support, developing a clear vision and strategy, overcoming cultural and interdepartmental resistance, controlling rogue deployments and increasing employee adoption. CRM is a business strategy after all, and many of the key hurdles are not linked to technology. Learn how to overcome the stumbling blocks that could cause your customer initiatives to fail. Real-World CRM: Workshops, Contract Negotiation Clinics and Analyst-User Roundtables (Available to end-users only) 13:30 15:00 Workshop: How to Use Business Moments to Drive Digital Strategy Moderator: Don Scheibenreif Roundtable: Driving Customer Success with Content in Context Mick MacComascaigh B. Managing Customer Interactions In this track, we explore how to attract and influence customers across websites, stores, phone systems, social media and mobile devices, and how to centralize touchpoints into a Customer Engagement Hub. The science and art of building customer relationships is a complex mix of technology, process change and people skills across all interaction channels. We ll help you to get that mix right. 16:30 18:00 Contract Negotiation Clinic: Software as a Service Moderator: Roberto Sacco Roundtable: How to Get Your Employees to Care About Customer Experiences Olive Huang 17:30 18:15 Roundtable: Creating a Trusted Single View for Your Customer Master Data Saul Judah C. Delivering Value from Customer Data Presentations in this track focus on how to develop a customer analytics strategy, manage data to understand the customer journey, and ultimately, create business moments that you can exploit. As you explore new means of marketing to, selling to and supporting customers, the sheer volume, variety and velocity of customer data that exists can be an overwhelming prospect. This track will provide you with a roadmap as you start to use big data and advanced analytics to support your key sales, marketing and customer service initiatives. 09:00 10:30 Workshop: The Pitfalls of Customer Self-Service and How to Avoid Them Moderator: Brian Manusama 11:00 12:30 Workshop: Building the Business Case for CRM Initiatives Moderator: Gene Alvarez 13:45 15:15 Workshop: Developing a Winning Mobile CRM Application Moderator: Robert Desisto Roundtable: How Can IT Play a Role in Improving Customer Experience? Ed Thompson Roundtable: How to Prioritize Sales Enablement Projects to Balance Efficiency and Effectiveness Tad Travis 14:45 15:30 Roundtable: What Marketplace Strategy is Best for Your Digital Commerce Operation? David Kohler D. Elevating Customer Experiences This track will examine how you can design, deliver and systematically improve the customer experience. Key topics include ensuring cross-channel consistency, redesigning customer processes, capturing the voice of the customer and adding personalization to the digital experience. Delivering a superior customer experience can provide competitive differentiation and secure business success, but as the world becomes more complex, existing initiatives run the risk of being derailed. Learn how to refine the customer experience as expectations continue to rise and when, where and how customers want to engage changes. Plus: Real-World CRM: Workshops, Contract Negotiation Clinics and Roundtable Discussions This track consists of a series of in-depth workshops, contract negotiation clinic and roundtable discussions, facilitated by Gartner analysts, with attendees expected to work together to identify best practices and share practical ideas and tips. Available to end-users only, pre-registration required. Visit gartner.com/eu/crm for updates and to register!
6 Solution Showcase Develop a shortlist of technology and service providers who can meet your particular needs. We offer you exclusive access to some of the world s leading technology and service solution providers in a variety of settings. Premier sponsors Sponsorship opportunities For further information about sponsoring this event: Telephone: european.exhibits@gartner.com SDL (LSE: SDL) allows companies to optimize their customers experience across the entire buyer journey. Through its web content management, analytics, social intelligence, campaign management and translation services, SDL helps organizations leverage data-driven insights to understand what their customers want, orchestrate relevant content and communications, and deliver engaging and contextual experiences across languages, cultures, channels and devices. SDL has over 1,500 enterprise customers, over 400 partners and a global infrastructure of 70 offices in 38 countries. SugarCRM enables businesses to create extraordinary customer relationships with the most innovative and affordable customer relationship management (CRM) solution on the market. By placing the individual at the center of its solution, SugarCRM is putting the i in CRM and empowering people at all levels of an organization to better understand and engage with customers. More than 1.5M individuals in over 120 countries rely on SugarCRM. Verint Systems Inc. (NASDAQ: VRNT) is a global leader in Actionable Intelligence solutions for customer engagement optimization, security intelligence, and fraud, risk and compliance. Our solutions help organizations address these areas by capturing large amounts of information from numerous data types and sources, using analytics to glean insights from the information, and leveraging the resulting intelligence to help achieve their customer engagement, enhanced security, and risk mitigation goals. Platinum sponsors The Dun & Bradstreet Corporation is the world s leading source of commercial data, analytics and insight on businesses. Our global commercial database contains more than 235 million business records. We transform commercial data into valuable insight which is the foundation of our global solutions that customers rely on to make critical business decisions. Intershop is the world s only independent provider of enterprise solutions for omni-channel commerce and provides a variety of services that enable customers to leverage the full potential of online selling. Building on extensive industry knowledge, we develop and implement commerce solutions that are tailored to your needs. Genesys is the market leader in multi-channel customer experience and contact center solutions in the cloud and on-premises. Its Customer Experience Platform powers optimal customer journeys across all touchpoints, channels and interactions. Genesys is trusted by 4,500 customers in 80 countries to orchestrate 100million digital and voice interactions each day. Sitecore is the global leader in customer experience management software. The company delivers highly relevant content and personalized digital experiences that delight audiences, build loyalty and drive revenue. With Sitecore s experience platform, marketers can own the experience of every customer that engages with their brand, across every channel. Venue Lancaster Hotel, London Tel: Join the conversation! Gartner Customer Strategies & Technologies is on Twitter: Silver sponsors #GartnerCRM Infor is a leading provider of business application software, helping 73,000 customers improve operations and drive growth offering deep industry-specific applications, using ground-breaking technology that delivers a rich user experience. Global software innovator ISIS Papyrus offers the Papyrus Platform for fully integrated inbound and outbound customer communications, document management and adaptive process in enterprise customer operations. Money-back Guarantee If you are not completely satisfied with this Gartner conference, please notify us in writing within 15 days of the conference and we will refund 100% of your registration fee. Marketo provides the leading marketing software and solutions designed to help marketers master the art and science of digital marketing. Marketo is focused solely on helping marketers keep pace in an ever-changing digital world. Mitel, with #1 market share in EMEA, is recognised as a leader in business communications, helping organisations engage, interact and improve customer experience with open multimedia contact centre solutions. At Zendesk, our goal is to help bring companies and their customers closer together. We know that communication is the key to happy relationships, so we build software that makes customer conversations easy and more productive Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. For more information, info@gartner.com or visit gartner.com.
Gartner Customer Strategies & Technologies Summit 2014
Gartner Customer Strategies & Technologies Summit 2014 28 29 April London, UK www.gartnerevent.com/eu/crmbrochure Thriving in the Digital Age: Elevated Experiences, Interactions and Analytics hot TOPICS
More informationGartner Digital Workplace Summit 2016
EARLY-BIRD DISCOUNT Save 325 by 22 July Gartner Digital Workplace Summit 2016 21 22 September London, U.K. gartnerevents.com/eudwlearn Key Benefits of Attending Build a strategic roadmap for digital workplace
More informationGartner Business Intelligence & Analytics Summit 2015
EARLY-BIRD Discount Save 325 by 14 August Gartner Business Intelligence & Analytics Summit 2015 14 15 October Munich, Germany gartner.com/eu/biger Crossing the Analytical Divide: New Technologies, New
More informationGartner Customer 360 Summit
Early-Bird Savings Save $300 when you register by May 7 Gartner Customer 360 Summit June 28 30 Los Angeles, CA gartner.com/us/crm CRM Strategies and Technologies to Understand, Grow and Engage Customers
More informationGartner Business Intelligence & Analytics Summit 2016
EARLY-BIRD DISCOUNT Save 325 by 12 August 2016 Gartner Business Intelligence & Analytics Summit 2016 10 11 October Munich, Germany gartnerevents.com/debibrochure Analytics Leadership: Empowerment Without
More informationGartner Enterprise Information & Master Data Management Summit 2016
EARLY-BIRD DISCOUNT Save 325 by 8 January 2016 Gartner Enterprise Information & Master Data Management Summit 2016 2 3 March London, UK gartnerevent.com/eu/eim Hot Topics Digital Information Leadership
More informationGartner Application Architecture, Development & Integration Summit 2014
Gartner Application Architecture, Development & Integration Summit 2014 21 22 July Hilton Sydney, Australia gartner.com/ap/aadi Transform Your Applications Strategy for a Digital World hot TOPICS Flexible
More informationGartner IT Financial, Procurement & Asset Management Summit 2015
EARLY-BIRD Discount Save 325 by 24 July Gartner IT Financial, Procurement & Asset Management Summit 2015 21 22 September London, UK gartner.com/eu/itam Leading Change to Drive Innovation, Collaboration
More informationGartner Business Process Management Summit 2015
EARLY-BIRD Discount Save $400 by 27 March Gartner Business Process Management Summit 2015 1 2 June Sydney, Australia gartner.com/ap/bpm BPM Shift From Improving Process to Delivering Big Change Key Benefits
More informationGartner Business Intelligence & Analytics Summit 2015
Gartner Business Intelligence & Analytics Summit 2015 14 15 October Munich, Germany gartner.com/eu/biger Crossing the Analytical Divide: New Technologies, New Skills Hot Topics Leading a Digital Business
More informationAgenda Overview for Customer Experience, 2015
G00270544 Agenda Overview for Customer Experience, 2015 Published: 22 December 2014 Analyst(s): Jake Sorofman Customer experience has emerged as a top priority for marketers. This overview summarizes how
More informationwww.pwc.com Next presentation starting soon Next Gen Customer Experience Enabled by PwC & Oracle s Cloud CRM & CX Applications
www.pwc.com Next presentation starting soon Next Gen Customer Experience Enabled by & Oracle s Cloud CRM & CX Applications Agenda Introductions & Customer Experience / CX Defined Why CX is Critical Today?
More informationGartner Enterprise Information & Master Data Management Summit 2016
Gartner Enterprise Information & Master Data Management Summit 2016 2 3 March London, UK gartnerevent.com/eu/eim Hot Topics Digital Information Leadership Data Quality Agile Information Governance Information
More informationAgenda Overview for Digital Commerce, 2015
G00270685 Agenda Overview for Digital Commerce, 2015 Published: 18 December 2014 Analyst(s): Jennifer Polk Marketing is making a greater impact on, and taking more responsibility for, digital commerce.
More informationArchitecting the Digital Business: How to Use and Secure Cloud, Mobile and Data
NEW EvENt FOR 2014! 17 18 June 2014 london, uk gartner.com/eu/catalyst FOR technologists, BY technologists Architecting Digital : How to Use and Secure, and Data HOT TOPICS Securing public cloud Making
More informationGartner Business Intelligence, Analytics & Information Management Summit 2016
EARLY-BIRD DISCOUNT Save 6,500 by 8 April 2016 Gartner Business Intelligence, Analytics & Information Management Summit 2016 2016 SURVEY Bi/analytics GARTNER CIO AGENDA still #1 technology priority See
More informationTHE 7 STEPS TO A SUCCESSFUL CRM IMPLEMENTATION DEPLOYING CRM IN THE NEW ERA OF CONNECTED CUSTOMERS
THE NEW ERA OF ABOUT THE AUTHOR Paul Rogers is the Head of Customer Experience and CRM within HCL s Applications Division. Based in London, Paul is responsible for leading HCL s CRM consulting and technology
More informationGartner Customer 360 Summit 2014
Gartner Customer 360 Summit 2014 May 19 21 Orlando, FL gartner.com/us/crm Thriving in the Digital Age: Elevated Experiences, Interactions & Analytics Trip Report Gartner Customer 360 Summit 2014 was held
More informationGartner Customer 360 Summit 2011
Gartner Customer 360 Summit 2011 March 30 April 1 JW Marriott at L.A. Live Los Angeles, CA gartner.com/us/crm CRM Strategies and Technologies to Understand, Grow and Manage Customer Experiences 2011 Organizational
More informationGartner Business Process Management summit 2014
Gartner Business Process Management summit 2014 19 20 March London, UK gartner.com/eu/bpm Prepare for the Digital Business Disruption: Embrace, Adapt, Reinvent HOT TOPiCS Transform your business for the
More informationGartner Security & Risk Management Summit 2014
Gartner Security & Risk Management Summit 2014 25 26 August Hilton Sydney, Australia gartner.com/ap/security Smart Risk Balancing Security and Opportunity Hot Topics People-Centric Security Governance
More informationGartner Application Architecture, Development & Integration Summit 2016
EARLY-BIRD DISCOUNT Save $375 by 27 May Gartner Application Architecture, Development & Integration Summit 2016 25 26 July Sydney, Australia gartner.com/ap/aadi Hot topics Mobile Development Internet of
More informationGartner IT Infrastructure, Operations & Data Center Summit 2015
EARLY-BIRD Discount Save $400 by 20 March Celebrating 10 Years Gartner IT Infrastructure, Operations & Data Center Summit 2015 18 19 May Hilton Sydney gartner.com/ap/datacenter Transform Service Delivery
More informationGartner IT Financial, Procurement & Asset Management Summit 2015
Gartner IT Financial, Procurement & Asset Management Summit 2015 21 22 September London, UK gartner.com/eu/itam Leading Change to Drive Innovation, Collaboration and Cost Optimization Key benefits of attending
More informationGartner Security & Risk Management Summit 2015
EARLY-BIRD Discount Save 325 by 17 July Gartner Security & Risk Management Summit 2015 14 15 September London, UK gartnerevent.com/eu/security The World s Most Important Gathering for Security and Risk
More informationCustomer Experience Summit 2015 Brand strategies for facing the challenge of the all-powerful consumer
Business Reporter Inner Circle presents: Customer Experience Summit 2015 Brand strategies for facing the challenge of the all-powerful consumer February 23 rd -24 th, Gouman Tower, Tower Bridge, London
More information[ know me ] A Strategic Approach to Customer Engagement Optimization
[ know me ] A Strategic Approach to Customer Engagement Optimization A Verint and KANA White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical
More informationGain a new perspective on your digital customer experience and get closer to what matters
Gain a new perspective on your digital customer experience and get closer to what matters Redesigning the way companies work and engage customers and employees in the digital world. What if you could actually
More informationGartner IT Financial, Procurement & Asset Management Summit 2014. Trip Report. Overview
Gartner IT Financial, Procurement & Asset Management Summit 2014 Driving Business Outcomes: Control Costs, Mitigate Risks and Sustain Innovation Trip Report The Gartner IT Financial, Procurement & Asset
More informationTHE ULTIMATE ACCESS TO EUROPE S BIG DATA ANALYTICS LEADERS, EXPERTS, AND BUYERS ACROSS TOP INDUSTRY VERTICALS. 29-30 November 2016 RAI Amsterdam
29-30 November 2016 RAI Amsterdam THE ULTIMATE ACCESS TO EUROPE S BIG DATA ANALYTICS LEADERS, EXPERTS, AND BUYERS ACROSS TOP INDUSTRY VERTICALS #AWCongress www.analytics-world-congress.com brought to you
More informationGartner It Financial, Procurement & asset Management Summit 2014
Gartner It Financial, Procurement & asset Management Summit 2014 17 18 September London, UK gartnerevent.com/eu/itam Driving Business Outcomes: Control Costs, Mitigate Risks and Sustain Innovation KEY
More informationA Strategic Approach to Customer Engagement Optimization. A Verint Systems White Paper
A Strategic Approach to Customer Engagement Optimization A Verint Systems White Paper Table of Contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical for business
More informationCRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty
CRM Best Practice Webinar Next generation CRM for enhanced customer journeys: from leads to loyalty Featured guest speaker Leslie Ament SVP Research and Principal Analyst at Hypatia Research Group and
More informationhybris Solution Brief Hybris Marketing Market to an Audience of One
hybris Solution Brief Hybris Marketing Market to an Audience of One People are intuitive. A shop owner can meet a customer and immediately pick up on explicit and implicit cues that signal intent: What
More informationSmart Insights Conference Digital Impact 2014
Smart Insights Conference Digital Impact 2014 Learn best practices for integrating digital technology and marketing to fuel business growth Cavendish Conference Centre London Wednesday, September 17th
More informationGartner Security & Risk Management Summit 2015
EARLY-BIRD Discount Save $300 by 4 September Gartner Security & Risk Management 2015 2 3 November Raffles Hotel, Dubai, UAE gartner.com/me/security Manage Risk and Deliver Security in a Digital World Hot
More informationHYBRIS MARKETING AND HYBRIS COMMERCE.
hybris Solution Brief HYBRIS MARKETING AND HYBRIS COMMERCE. A Perfect Match for a Personalized Customer Experience. Effective marketing is a critical component for any organization operating on digital
More informationGartner Customer 360 Summit 2013
Gartner Customer 360 Summit 2013 May 1 3 San Diego, CA gartner.com/us/crm HOT TOPICS Craft a CRM vision and strategy Understand new analytics, metrics and big data Get more out of mobile and social Increase
More informationGartner PPM & IT Governance Summit 2015
EARLY-BIRD Discount Save 325 by 10 April 2015 Gartner PPM & IT Governance Summit 2015 8 9 June London, UK gartner.com/eu/ppm Thriving on Digital Chaos: Innovation, Agility and Collaboration Key benefits
More informationTargeting. 5 Tenets. of Modern Marketing
5 Tenets of Modern Marketing Targeting The foundation of any effective Modern Marketing effort is to ensure you have a clear and accurate picture of your potential customers. Without the proper strategies
More information4How Marketing Leaders Can Take Control of Data for Better
Steps to Achieve Better Marketing Results 4How Marketing Leaders Can Take Control of Data for Better Marketing Performance and Customer Interactions As a marketing leader, you rely heavily on data to inform
More informationData Management Platforms will flourish in the data-centric economy. October 2015 TBR T EC H N O LO G Y B U S I N ES S R ES EAR C H, I N C.
Data Management Platforms will flourish in the data-centric economy October 2015 TBR T EC H N O LO G Y B U S I N ES S R ES EAR C H, I N C. Contents Introduction... 3 Brands and enterprises will turn to
More informationTHOUGHT LEADERSHIP & INNOVATIVE SOLUTIONS FOR B2B MARKETERS
25-27 May 2016 Sydney Australia THOUGHT LEADERSHIP & INNOVATIVE SOLUTIONS FOR B2B MARKETERS Partnership Prospectus www.b2bmarketingleaders.com.au CONTENT ABOUT 3 WHY THIS EVENT 4 EXPERT ADVISORY BOARD
More informationCUSTOMER CENTRICITY CUSTOMER RELATIONSHIP MANAGEMENT IN THE DIGITAL AGE
CUSTOMER CENTRICITY CUSTOMER RELATIONSHIP MANAGEMENT IN THE DIGITAL AGE SPEAKERS Dilip Popat, Microsoft Javed Sikander is an ITS in the EPG Retail WW team. He contributed to the customer centricity solution
More informationNovember 7-9, 2016 CALL FOR SPEAKERS. Where Digital Insight and Execution Converge. www.hcic.net #HCIC16. THE COSMOPOLITAN of LAS VEGAS. greystone.
Where Digital Insight and Execution Converge November 7-9, 2016 THE COSMOPOLITAN of LAS VEGAS www.hcic.net #HCIC16 CALL FOR SPEAKERS Organized by: g greystone.net Call 20th for Speakers Annual The 20th
More informationRefresh Your Approach To 1:1 Marketing How Real-Time Automation Elevates Personalization
A Forrester Consulting Thought Leadership Paper Commissioned By Salesforce ExactTarget Marketing Cloud August 2014 Refresh Your Approach To 1:1 Marketing How Real-Time Automation Elevates Personalization
More informationGartner Business Intelligence, Analytics & Information Management Summit 2016
EARLY-BIRD DISCOUNT Save $375 by 11 December Gartner Business Intelligence, Analytics & Information Management Summit 2016 2016 SURVEY Bi/analytics GARTNER CIO AGENDA still #1 technology priority See AGENDA
More informationDigital Customer Experience
Digital Customer Experience Digital. Two steps ahead Digital. Two steps ahead Organizations are challenged to deliver a digital promise to their customers. The move to digital is led by customers who are
More informationBuild a Customer-Focused Digital Strategy
Build a Customer-Focused Digital Strategy Featuring: Mike Rowland, Director of Digital Strategy, West Monroe Partners Brian Strojny, Co-Founder, Executive VP, Insite Moderated by: Thomas P. Gale, Publisher,
More informationGartner IT Infrastructure, Operations & Data Center Summit 2016
EARLY-BIRD DISCOUNT Save $375 by 18 March Gartner IT Infrastructure, Operations & Data Center Summit 2016 16 17 May Sydney, Australia gartner.com/ap/datacenter Key benefits Align the advantages, risks
More informationHalo. NZ s leading business conferences. Business Intelligence. From
From Supporting Organisations Silver Sponsors Halo Business Intelligence NZ s leading business conferences DAY 1 19th February 8.30 Registration and coffee 9.00 Opening remarks from the Chair David Bloch,
More informationREDEFINE CUSTOMER EXPERIENCE with ITC INFOTECH
REDEFINE CUSTOMER EXPERIENCE with ITC INFOTECH Partner of choice for CX Cloud The customer is being rediscovered giving rise to the need for a defined and actionable enterprise customer experience strategy
More informationCustomer Centric Banking. June 2014, IBU Banking, SAP
Customer Centric Banking June 2014, IBU Banking, SAP EMPOWERED CUSTOMERS ARE 79% 53% 59% Digitally Connected of customers spend at least 50% of total shopping time researching brands online. Socially Networked
More informationGartner Application Architecture, Development & Integration Summit 2015
EARLY-BIRD Discount Save $400 by 22 May Gartner Application Architecture, Development & Integration Summit 2015 20 21 July Hilton Sydney gartner.com/ap/aadi Innovate and Renovate to Dominate in the New
More informationFuture-proofing Your Business with Open Marketing. By David Mennie, Senior Director, Product Marketing, Acquia
Future-proofing Your Business with Open Marketing By David Mennie, Senior Director, Product Marketing, Acquia Table of Contents Marketing the Open Way 3 The Rise of the Technical Marketer 4 What Is Open
More informationGartner Portals, content & collaboration summit 2014
Gartner Portals, content & collaboration summit 2014 15 16 September London, UK gartner.com/eu/pcc Engage, Collaborate, Innovate: Thriving in the Digital Enterprise HOT TOPICS Employee collaboration for
More informationJourney to 3rd Platform Digital Customer Experience
Vendor Spotlight Journey to 3rd Platform Digital Customer Experience Sponsored by: Genesys Telecommunications Laboratories Jason Andersson May 2014 COMPETING ON THE 3RD PLATFORM The ICT industry is in
More informationHOW CLOSE ARE YOU TO YOUR CUSTOMERS?
HOW CLOSE ARE YOU TO YOUR CUSTOMERS? You know what kind of people your customers are. You likely even know their names, how often they shop with you and what they ve bought recently. But can you say which
More informationBoosting Customer Loyalty and Bottom Line Results
Boosting Customer Loyalty and Bottom Line Results Putting Customer Experience First in Your Contact Center TABLE OF CONTENTS Meeting Today s Customer Expectations...1 Customer Service is an Ongoing Experience...2
More informationThree Benefits You Gain by Managing the Customer Journey
Three Benefits You Gain by Managing the Customer Journey TABLE OF CONTENTS Three Benefits to Focusing on CX and Customer Journeys...1 Overcoming Roadblocks on The Path to Great Experiences...4 Keys to
More informationThe Executive s CXM Strategy Guide
The Executive s CXM Strategy Guide Cut through the CXM noise Customer Experience Management (CXM) is a strategy and practice for delivering online and offline customer experiences to acquire and retain
More informationHealthcare Internet Conference
Leading The Digital Transformation 19th Annual Greystone.Net Healthcare Internet Conference ORLANDO November 9-11, 2015 The Omni Orlando Resort at ChampionsGate www.hcic.net CALL FOR SPEAKERS Organized
More informationArchitecting the Digital Business: How to Use and Secure Cloud, Mobile and Data
New event 2014! 17 18 June 2014 London, UK gartner.com/eu/catalyst FOR TECHNOLOGISTS, BY TECHNOLOGISTS Architecting Digital : How to Use and Secure, and Data Hot pics Securing public cloud Making big data
More informationPut the R Back in CRM with a Customer Experience Platform
Put the R Back in CRM with a Customer Experience Platform An Ovum White Paper Sponsored by Publication Date: October 2015 Introduction In today s highly competitive market, businesses need to have their
More informationExploit New Architectures: Create Your Digital Future
EARLY-BIRD Discount Save 325 by 17 July the annual gathering for technical professionals 16 17 September 2015 London, UK gartner.com/eu/catalyst Exploit New Architectures: Create Your Digital Future Key
More informationGartner Business Intelligence, Analytics & Information Management Summit 2015
EARLY-BIRD DISCOUNT Save 6,500 by 10 April Gartner Business Intelligence, Analytics & Information Management Summit 2015 9 10 June Mumbai, India gartner.com/in/bi Crossing the Analytical Divide: New Technologies,
More informationGartner PPM & IT Governance Summit 2014
Gartner PPM & IT Governance Summit 2014 9 10 June London, UK gartner.com/eu/ppm Resource Priorities Generate Change Realize Returns HOT TOPICS Effectively Prioritizing Projects and Programs Creating an
More information4.5% 2014 Digital Marketing Optimization Survey results > 4.5% Top lessons learned from the leaders
2014 Digital Marketing Optimization Survey results Top lessons learned from the leaders Table of contents 1: Introduction 2: Five lessons from the top 20% #1: They test to make decisions 3: #2: They put
More informationMarketo. Case Study: Marketo uses Hootsuite to improve lead quality and maintain 93% customer satisfaction. Introduction: Breaking Down Business Silos
Case Study: Marketo Marketo uses Hootsuite to improve lead quality and maintain 93% customer satisfaction Marketo is a leading provider of cloud-based marketing software for building, sustaining and engaging
More informationConference Registration Conference Registration. Conference Registration. Breakfast/ Regional Roundtables
Agenda at a Glance Monday, June 8 8:00 a.m. 7:00 p.m 11:00 a.m. 1:30 p.m. 6:00 p.m. 7:30 p.m. Opening Session Conference Center Entrance Bally s Skyview Rooms Rivoli A / B 7:30 p.m. 9:00 p.m. Opening Reception
More informationCustomer Engagement Platform. Engage your audience in cross-channel conversations
Customer Engagement Platform Engage your audience in cross-channel conversations Customer Engagement Platform Engage Audiences Across Web, Email, Mobile and Social Today audiences are crossing digital
More informationhybris Solution Brief HYBRIS MARKETING Market to an Audience of One
hybris Solution Brief HYBRIS MARKETING Market to an Audience of One People are intuitive. A shop owner can meet a customer and immediately observe both explicit and implicit cues that signal that person
More informationOPENTEXT GLOBAL FAX SUMMIT 2011
OPENTEXT GLOBAL FAX SUMMIT 2011 Tuesday, July 12 th and Wednesday July 13 th, 2011 Customer Workshops and Partner Day, Thursday, July 14 th, 2011 Westin La Paloma Resort & Spa, Tucson, Arizona SUMMIT AGENDA
More informationFive Strategies to Build a Successful Email Marketing Campaign
Five Strategies to Build a Successful Email Marketing Campaign David Daniels, CEO & Co-Founder - The Relevancy Group, LLC Christopher Nash, Senior Business Optimization Consultant Sitecore Reminders for
More informationEngage Customers with Service Excellence
SAP Brief SAP Customer Relationship Management Customer Service s Objectives Engage Customers with Service Excellence It s time to rethink customer service It s time to rethink customer service Today s
More informationWhite Paper. Cross-channel Marketing: Go Mobile. Go Social.
Cross-channel Marketing: Go Mobile. Go Social. Cross-channel Marketing: Go Mobile. Go Social. Introduction: Mobile and Social Media and Buying Cross-channel marketing is evolving from the vast number of
More informationImproving customer relationships
White paper Customer Engagement Improving customer relationships How top companies maximize lifetime value through effective customer engagement Page 2 Customer experiences help drive long-term profits.
More informationGartner PPM & IT Governance Summit 2016
EARLY-BIRD DISCOUNT Save 325 by 15 April Gartner PPM & IT Governance Summit 2016 13 14 June London, U.K. gartnerevent.com/eu/ppm Key Benefits Develop Effective Portfolio Management Increase PMO and EPMO
More information[ know me ] A Strategic Approach to Customer Engagement Optimisation
[ know me ] A Strategic Approach to Customer Engagement Optimisation A Verint and KANA White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical
More informationAgenda Overview for Marketing Management, 2015
G00270720 Agenda Overview for Marketing Management, 2015 Published: 18 December 2014 Analyst(s): Richard Fouts Increased participation in strategic business decisions and an evolving organization put new
More informationAgenda Overview for Multichannel Marketing, 2015
G00271717 Agenda Overview for Multichannel Marketing, 2015 Published: 19 December 2014 Analyst(s): Adam Sarner, Jennifer S. Beck Multichannel marketing is where content and context meet and where brand
More information19:00 22:00 Gala Dinner and Keynote Speech. Day Two November 17 th 07:00 08:00 Breakfast and Registration
Next Generation Digital Leaders Program Day One November 16 th 16:30 18:00 Roundtable 1: Split-Streams Track 1: Analytics & Attribution Get the edge by Strengthening your Data Capabilities Moderated by:
More informationElevate Customer Experience and Engagement in the New Digital World
Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,
More informationThe Power of Personalizing the Customer Experience
The Power of Personalizing the Customer Experience Creating a Relevant Customer Experience from Real-Time, Cross-Channel Interaction WHITE PAPER SAS White Paper Table of Contents The Marketplace Today....1
More informationAgenda Overview for Multichannel Marketing, 2013
G00245870 Agenda Overview for Multichannel Marketing, 2013 Published: 3 January 2013 Analyst(s): Jennifer S. Beck, Adam Sarner Consumers are in the driver's seat, with high expectations for multichannel
More informationLead Management CRM Marketing Automation Powerful. Affordable. Intuitive. gold-vision
Unify your communications with Gold-Vision, a fully featured CRM solution with customer Contact, Sales, Marketing, Projects and Events. Gold-Vision stands out from the crowd with interactive dashboard
More informationAgenda General Sessions Breakout Tracks Networking Events. 22 23 June Manchester, UK The Lowry Hotel
Agenda General Sessions Breakout Tracks Networking Events Questions? snug2016emea@noblesystems.com +44 0 161 772 7100 The Lowry Hotel SNUG 2016 EMEA 22 23 June Manchester, UK The Lowry Hotel Visit the
More informationPartnership prospectus
Partnership prospectus Why NextGen Government, why now? Ground breaking progress has been made in the approach to digital government over the last few years, which the new Digital Transformation Office
More informationDigital Marketplace - G-Cloud
Digital Marketplace - G-Cloud CRM Services Core offer 9 services in this area: 1. Dynamics CRM Upgrade Services Utilising this service, Core will undertake an evaluation of your current CRM platform. We
More informationin insurance CUSTOMER ENGAGEMENT Transforming customer engagement for the digital age THE INSURANCE NETWORK 29 th September 2015 ETC Monument, London
TM THE INSURANCE NETWORK CUSTOMER ENGAGEMENT in insurance Transforming customer engagement for the digital age 29 th September 2015 ETC Monument, London Keynote speaker: Speakers include: Andrew Brem Chief
More informationBusiness Intelligence and Big Data Analytics: Speeding the Cycle from Insights to Action Four Steps to More Profitable Customer Engagement
white paper Business Intelligence and Big Data Analytics: Speeding the Cycle from Insights to Action Four Steps to More Profitable Customer Engagement»» Summary For business intelligence analysts the era
More informationCUSTOMER-CENTRIC ERP: INTEGRATED SYSTEMS FOR CUSTOMER SATISFACTION
CUSTOMER-CENTRIC ERP: INTEGRATED SYSTEMS FOR CUSTOMER SATISFACTION December, 2014 Nick Castellina, Research Director, Business Planning & Execution Omer Minkara, Research Director, Contact Center & Customer
More informationTHE CUSTOMER EXPERIENCE
THE CUSTOMER EXPERIENCE PRIORITY ONE FOR CMOs IN ASSOCIATION WITH: CONTENTS Foreword...2 Introduction...3 Customer experience is the #1 priority for marketing executives... 4 Driving Growth Strategy...7
More informationDay Two June 2 nd. Key takeaways: Best practices on utilizing brand ambassadors
Day One June 1 st 16:30 18:00 Roundtable 1: Split-Streams Track 1: Analytics & Attribution Track 2: The Omni Channel Approach Track 3: Marketing Strategies 18:00 19:00 Cocktail Reception 19:00 22:00 Gala
More informationYEAR OF THE MARKETER!
YEAR OF THE MARKETER! The new, changing buyer has caused a huge shift in marketing. No longer is sales on the frontlines of the buyer journey. Instead, the marketer drives the relationship. 2015 is the
More information7 Apps to Supercharge Your Customer Service Experience
7 Apps to Supercharge Your Customer Service Experience Introduction Today s connected customers have fundamentally changed the role of the customer service contact center from a necessary evil to a strategic
More informationSDL LANGUAGE PLATFORM: TECHNOLOGY OVERVIEW. Karimulla Shaikh SVP Product Development, Language Technologies
SDL LANGUAGE PLATFORM: TECHNOLOGY OVERVIEW Karimulla Shaikh SVP Product Development, Language Technologies June 14, 2013 Language in Insights Customers Customer Journey Post-Purchase Pre-Purchase TV Ads
More informationIBM Software The Interactive Marketing ebook
IBM Software The Interactive Marketing ebook It s all about the journey 2 The Interactive Marketing ebook Highlights Explore the Interactive Marketing essentials that will improve your ability to market
More information