Gartner Customer Strategies & Technologies Summit 2014

Transcription

1 Gartner Customer Strategies & Technologies Summit April London, UK Thriving in the Digital Age: Elevated Experiences, Interactions and Analytics hot TOPICS CRM Strategy Single View and Customer Analytics Social and Mobile CRM Customer Experience Management SAVE 300 Register by 28 February 2014 by visiting crmbrochure Visit or call

2 Thriving in the Digital Age: Elevated Experiences, Interactions and Analytics A revolution in customer thinking is upon us. The much maligned CRM acronym will finally begin to live up to the aspirations bestowed upon it over a decade ago. Customer centricity is coming of age. Driven by major shifts in how customers think, act and communicate, how successful organizations manage their customer relationships will never be the same. The impact of moving to a digital world where information is everywhere and customers can engage whenever and wherever they like should not be underestimated. A new strategy is needed. The 2014 Customer Strategies and Technologies Summit will unravel this complexity, providing guidance to help organizations grow through digital participation and elevated customer engagement. Discover how to: Avoid costly mistakes and get a better return from sales, marketing and customer service processes Leverage the benefits of speed and simplicity that digital has to offer Add intelligence and context to every interaction through advanced next generation analytics Increase customer advocacy through elevated customer experiences Build the seemingly impossible single view of the customer that also embraces Big Data Keynote address Jim Davies at the 2013 Summit

3 Tracks A Overcoming B Delivering C Optimizing Obstacles (The Foundational track) To succeed at CRM requires more than just buying some CRM software. Numerous obstacles need to be overcome such as gaining executive support, developing a clear vision and strategy, and cultural and interdepartmental resistance. In this track we will highlight how to tackle these fundamental hurdles as well as more technology related topics such as picking the right solution architecture, quantifying the benefit and lowering the risk of technology investment and how to successfully negotiate with CRM vendors. Digital As we enter the digital age organizations have the opportunity to connect with their customers more frequently and more intimately than ever before. Developing a digital business strategy that embraces social and mobile interactions is no longer optional. Existing approaches to ecommerce and self service need to be refreshed. In this track we also explore the overall impact of Digital on the CEO and their leadership plans, which increasingly includes the recruitment of a chief digital officer. Interactions Each and every interaction with a customer is an opportunity to further customer engagement. To do so requires effective marketing, sales and customer service processes enabled by advanced next generation CRM solutions. This track will focus on helping organizations take their CRM project to the next level. Specific topics include building a customer engagement centre, driving sales effectiveness, adopting an integrated approach to marketing, intelligent business process management and social interaction best practices. Who should attend? This event targets both business and IT titles, including: Heads of Customer Experience Heads of Customer Strategy Heads of Customer Intelligence Chief Customer Officers CIOs and IT Leaders involved in Customer Technologies CRM Project Managers Enterprise and Solution Architects CMOs and Marketing Managers Sales Executives and Managers Customer Service Executives and Managers Contact Center Managers Business Analysts D Differentiating E Mastering Experiences Delivering a superior customer experience is being increasingly viewed as a means of not just providing competitive differentiation, but also securing business success. Its systematic improvement, fuelled by ongoing feedback, separates the winners from losers. Topics in this track will focus on how to design, deliver and systematically improve the customer experience. Key drill down areas that cascade from the opening customer experience management scenario presentation include process redesign, cross channel consistency, the digital user experience, voice of the customer and effective personalization. Data The Holy Grail for most European organizations is to have a single view of the customer, based on high quality data that is increasingly being defined as big. With this in place a next-generation customer analytics strategy can accelerate CRM success. This track tackles master data management, big data, data ethics and data quality head-on to ensure organizations can get a trusted view of the customer across all departments. It then progresses to describe how to plan your customer analytic strategy, how to select the right analysis to reach your business goals and wraps up by exploring the rise of personal analytics. Case studies Beyond Gartner insights, learn firsthand lessons from 5 practitioners on their real world initiatives. What approach did they choose? What worked? What challenges did they face, and how did they address them? Case studies will include: A Practitioner s Guide to Becoming a Social Business Bian Salis, Social CRM Expert (formerly BT and BSkyB) Aligning Sales, Marketing and Automation to Drive Revenue Growth Dr Kim Yeatman, Director Marketing Operations and Analytics, Thomson Reuters Visit or call

4 Agenda at a Glance At the Summit, please refer to the agenda in the event guide provided, for the most up to date session and location information Monday 28 April :00 20:00 Registration, Information and Refreshments 08:00 08:45 Tutorial: Getting to Know Gartner and Meet the Analysts Kimberly Collins 09:00 10:00 Gartner Opening Keynote: The Digital Industrial Revolution, Your Customers and You Mark Raskino 10:00 10:45 Refreshment Break in the Solution Showcase 10:45 11:15 Panel Discussion Moderators: Jim Davies and Ed Thompson 11:15 12:15 Guest Keynote: Reality and Myths of Doing Business in a Digital World Professor Jamie Anderson 12:15 13:30 Lunch in the Solution Showcase TRACK A TRACK B TRACK C TRACK D Overcoming Obstacles Delivering Digital Optimizing Interactions Differentiating Experiences 13:30 14:15 Clear Vision And Strategy: A Clear Vision And Strategy: The Key to CRM Success The Key to CRM Success Scott Nelson Scott Nelson How CEOs are Driving the Digital Business Imperative Mark Raskino Building a Customer Engagement Center That Wows Customers Michael Maoz Customer Experience Scenario: Customer Experience Scenario: The Magnificent Seven The Magnificent Seven Ed Thompson Ed Thompson 14:30 15:00 Solution Provider Sessions 15:00 15:30 Refreshment Break in the Solution Showcase 15:30 16:15 Case Study Case Study: A Practitioner s Guide to Becoming a Social Business Bian Salins, Social CRM expert Case Study: Aligning Sales, Marketing and Automation to Drive Revenue Growth Dr Kim Yeatman, Thomson Reuters Case Study 16:30 17:15 Change Management The Hidden Change Management : The Hidden Key to CRM Scott Nelson Key to CRM Scott Nelson Using Mobility to Create Innovative Relationships, Interactions and Services Nick Jones Driving Improved Customer Engagement Through Integrated Marketing Kimberly Collins Listen to the Voice of the Customer: Now Louder than Ever Jim Davies 17:30 18:00 To the Point: Walking the 3-D Tightrope: Balancing Application Architecture with Business Objectives Chris Fletcher To the Point: Essential Digital Marketing Best Practices Adam Sarner To the Point: Best (and Worst) To the Point: Best (and Worst) Practices in Social Customer Practices in Social Customer Engagement Jenny Sussin Engagement Jenny Sussin To the Point: Mobile and Social User Experience Design Best Practices Gene Phifer 18:00 20:00 Networking Reception in the Solution Showcase Tuesday 29 April :30 Registration, Information and Refreshments 08:00 08:45 Peer Exchange 09:00 09:45 Gartner Keynote: Taming the Digital Dragon: Implications of The 2014 CIO Agenda For Customer Strategies Dave Aron 09:45 10:15 Refreshment Break in the Solution Showcase 10:15 11:00 Best Practices for Negotiating with Microsoft, Oracle, Salesforce.com and SAP Alexa Bona A Step by Step Program to Deliver Multichannel Commerce to your Customers David Kohler Sales Effectiveness Removing Friction at Every Point of the Sales Cycle Chris Fletcher Act as One: How to Deliver an Outstanding Multichannel Customer Experience Gene Alvarez 11:15 11:45 Solution Provider Sessions 12:00 12:30 To the Point: Executing on a Pan European CRM Technology Strategy: An ecommerce Example David Kohler To the Point: Better than Humans: How Customer Self Service Can Revolutionize Your Business Michael Maoz To the Point: The Increasing Importance of Managing Marketing Resources in the Digital Age Kimberly Collins To the Point: From Out to In: Customer Process Redesign Ed Thompson 12:30 13:30 Lunch in the Solution Showcase 13:30 14:15 CRM: Making the Case to Those Who Control The Funds Gene Alvarez Exploring the Chief Digital Officer Role Dave Aron Optimize Your Customer Optimize Your Customer Interactions with Intelligent Business Interactions with Intelligent Business Operations John Dixon Operations John Dixon Personalize the Customer Experience to Boost Satisfaction, Loyalty, Advocacy and Profit Jim Davies 14:30 15:15 Quantify the Benefit and Lower the Risk of CRM Investments Michael Smith Social for CRM: The Next Five Years Social for CRM: The Next Five Years Jenny Sussin Jenny Sussin Multichannel Campaign Management: Optimizing Marketing Interactions Adam Sarner Design Better Digital Customer Design a Better Digital Customer Experience Gene Phifer Experience Gene Phifer 15:15 15:45 Refreshment Break in the Solution Showcase 15:45 16:30 Closing Guest Keynote: Changing Relationship Management If Not You, Then Who? Jim Lawless, Expert on Personal Development, Leadership and Change 16:30 16:35 Closing Remarks Jim Davies 4 Gartner Customer Strategies & Technologies Summit 2014

5 Conference Chair s Choice Keynote Sessions Tutorial: 60 Seconds or Bust: Sponsor Snapshot Moderator: David Kohler TRACK E Mastering Data Information is a Business Issue: How MDM Can Drive Customer Relationship Management Saul Judah Workshops Interactive Sessions 13:30 15:00 Analytics is the Answer, What was the Question? Gareth Herschel 15:00 15:25 Peer Exchange Case Study 15:30 15:30 17:00 17:00 Developing Developing Your Your Information Information Management Management Strategy Strategy Saul Saul Judah Judah Planning Your Three Dimensional Customer Analytics Strategy Gareth Herschel To the Point: Is Your Customer Data Quality Any Good? Using Metrics to Improve Customer Data Quality Saul Judah Gartner Opening Keynote: The Digital Industrial Revolution, Your Customers and You Over the coming decade every industry will be digitally remastered. What happened to Kodak and Blockbuster will happen in your industry too. Products and services will be changed in completely new ways, sometimes bordering on science fiction creating opportunities for deep disruptions to markets. In this digital industrial revolution, superficial pseudo-loyalty marketing will do more harm than good. Deep understanding of unmet customer needs will be the key to success. Mark Raskino Guest Keynote: Reality and Myths of Doing Business in a Digital World There has been a lot of hype about the business impact of consumers adoption of digital networked technologies especially peer-to-peer platforms, social media sites, tablet computers and smartphones. But has the ongoing evolution of technology, and the way that consumers interact with it, truly changed the world of CRM? In this Keynote, Professor Jamie Anderson will discuss the reality and myths of doing business in a digital world. Using examples from popular culture, he will show how emerging technologies have brought about profound changes in the way that businesses can engage with customers and how multi-platform strategies can integrate the 4E s of Excitement, Emotions, Exclusivity and e-commerce. Professor Jamie Anderson 09:45 10:10 Peer Exchange Ethics at the Center of Nexus of Forces Frank Buytendijk To the Point: Quantified Self and the Rise of Personal Analytics Gareth Herschel 12:30 12:55 Peer Exchange Choosing the Best Analysis to Reach Choosing Your the Goal Best Gareth Analysis Herschel to Reach Your Goal Gareth Herschel Big Data Strategy Essentials Frank Buytendijk 15:15 15:40 Peer Exchange 10:15 11:45 Building the Business Case for CRM Initiatives Michael Smith 13:30 15:00 Creating a CRM Stategy That Works Scott Nelson Agenda correct as of 7 January 2014 Gartner Keynote: Taming the Digital Dragon: Implications of The 2014 CIO Agenda for Customer Strategies 2013 was the end of the second era of enterprise IT, which was focused on internal business processes and industrialization of IT is the start of a new era, focused on digital innovation and external customers. This keynote examines how businesses should evolve their approach to information and technology in order to win. Dave Aron Closing Guest Keynote: Changing Relationship Management If Not You, Then Who? CRM professionals are required to be innovators, executors, persuaders, leaders, early adopters, visionaries and excellent communicators at all levels. Now is the moment for you to accelerate in a discipline moving at lightning speed. Mission Impossible? Maybe not. Get priceless, practical insight into jumping the barriers that hold us back more than any other ourselves and our deepest fears. Learn from Jim s personal experiences of undergoing impossible change twice to prove that his principles work. Once in becoming a jockey just 12 months after sitting on a horse for the first time. And once by becoming the first Briton to dive past 100m under the sea a single breath. Jim Lawless, Expert on Personal Development, Leadership and Change Visit or call

6 Meet the Analysts Gene Alvarez Dave Aron VP and Gartner Fellow Alexa Bona E-commerce; social commerce; mobile commerce; crm strategy and vision; configure, price and quote Digital business strategy; IT strategy; business model innovation; CIO agenda Trends in software licensing; pricing and maintenance impacting CRM costs; SaaS and cloud contracting for CRM; negotiating with Salesforce.com, Microsoft, Oracle and SAP Frank Buytendijk Research VP Kim Collins Research VP Jim Davies Information management strategies; big data and analytics; information innovation Marketing resource management; integrated or enterprise marketing management; marketing performance management Voice of the customer; enterprise feedback management; contact center workforce optimization; customer experience management; customer service and support John Dixon Managing VP Chris Fletcher Gareth Herschel Business process management (BPM); BPM roles, methodologies, and metrics ecommerce; lead management; payment and subscription management Customer segmentation; predictive analytics; real-time recommendations; CRM metrics and performance management Nick Jones Saul Judah David Kohler Mobile business and technology; mobile trends; mobile innovation; mobile strategy; mobile app development and testing Master data management (MDM); data governance; data quality; information strategy and risk Multichannel e-commerce/digital commerce management: vision, strategy and organization; platforms, providers and ecosystems; technology, trends and business models Michael Maoz Scott Nelson Managing VP Gene Phifer Customer service strategies; customer service CRM multi-channel applications; SaaS/On Demand CRM applications; social networking; CRM strategies; ecustomer and mobile CRM CRM strategy; CRM visioning; social media strategy and CRM; CRM and broader application strategy Web computing; portals; mobile web; digital experience technologies; cloud computing; user experience Adam Sarner Research VP Mark Raskino VP and Gartner Fellow Michael Smith Digital marketing; multi-channel campaign management; marketing resource management; integrated marketing management; loyalty management; lead management; social for CRM Executive leadership; innovation; emerging trends impact on business and IT strategy Business performance frameworks and methodologies; metrics and business case Jenny Sussin Principal Research Analyst Ed Thompson Social for CRM, social media strategies, social networking and customer communities Customer experience management; CRM strategy and implementation; CRM deployments in Europe; enterprise feedback management; CRM vendors 6 Gartner Customer Strategies & Technologies Summit 2014

7 Solution Showcase Develop a shortlist of technology 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 SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. Engage customers with personalized, differentiated experiences across all channels, using SAP 360 Customer powered by SAP HANA our cutting-edge customer relationship management (CRM) software. Tap into complete, real-time customer insights including social media sentiment. Improve your sales, service, and marketing effectiveness. And take advantage of in-memory analytics, predictive capabilities, mobile, and more. SDL allows companies to optimize customers experiences across the buyer journey. Using web content management, analytics, social intelligence, campaign management and translation services, SDL helps organizations leverage data-driven insights to understand their customers wants, orchestrate relevant content and deliver contextual experiences across languages, cultures, channels and devices. With over 1,500 customers, over 400 partners and a global infrastructure of 70 offices in 38 countries SDL impacts 72 of the top 100 brands. Platinum sponsors Intershop is an e-commerce pioneer. For more than two decades we have helped companies stay ahead of changing customer behavior through innovation. Our omni-channel commerce solutions have enabled companies worldwide to leverage organizational complexities to generate greater revenue, expand their sales channels, reduce operating costs, and grow their top and bottom lines. Oracle Customer Experience (CX) is a complete set of best-inclass, integrated solutions that encompass the entire customer journey. Throughout the customer lifecycle, across all channels and devices, Oracle helps you break down organizational barriers so you can connect engagements, build advocacy, and grow revenue. Verint is a global leader in Actionable Intelligence solutions and services. Over 10,000 organizations in 150 countries use our solutions to improve enterprise performance and make the world a safer place. Verint is headquartered in Melville, NY, with 3,100 dedicated professionals worldwide and a global partner network. Silver sponsors Infor is a provider of business software, helping 70,000 customers improve operations and drive growth offering deep industryspecific 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. KANA s customer service solutions have reduced handling times, increased resolution rates and improved net promoter scores at some of the world s best known organisations. Marketo provides the leading cloud-based marketing software platform for companies of all sizes to build and sustain engaging customer relationships. Pitney Bowes offers CCM solutions to help organizations manage their customers through the lifecycle from acquisition through conversion, serving, up selling/cross selling to retention, reconnection and win back. Zoho offers a comprehensive suite of online productivity, collaboration and business applications for businesses of all sizes. Over nine million users rely on Zoho apps. Media partners Visit or call

8 Gartner Customer Strategies & Technologies Summit April 2014 London, UK Registration 3 Easy Ways To Register Web: emea.registration@gartner.com Telephone: Early-bird discount Register before 28 February 2014 and save 300 on the standard price Pricing subject to change Early-bird price: 2,095 + UK VAT (offer ends 28 February 2014) Standard Price: 2,395 + UK VAT Public Sector Price: 1,875 + UK 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. Team Attendance Gartner Events has designed an experience that will help teams of 4 or more maximize their Summit experience while on-site and long after the event concludes. Benefits Team meeting with a Gartner analyst (end-users only) Advice and support on building personalized agendas for your team Complimentary meeting space (based on team size, terms and conditions apply) Optional team meeting(s) with select executives from vendor organizations Discounts on registration rates Summit Team Discount Offers: 4 for the price of 3 7 for the price of 5 10 for the price of 7 To register a team please EMEA.TeamSend@gartner.com or contact your Gartner Account Manager. Please note that teams must be registered at the same time and we can only guarantee availability of team benefits if the team is registered at least three weeks in advance of the event. What s new in 2014? Over 25 brand new sessions never presented at this event, and updated foundational sessions New Gartner research on hot topics such as customer experience management, digital innovation, and organizational alignment New analysts including experts in information management, BPM, mobile, and executive leadership More detailed insight on the impact of digital on customer relationships and what to do about it Increased focus on data and how to tame it. A major obstacle for organizations in Europe Change of tracks to move away from functional siloes and instead focus on business issues that cut across the organization New Peer Exchange sessions that help attendees share ideas with peers on specific issues 100% 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 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.