Sessions By Type

Solution Provider Sessions

In these analyst-moderated panels, vendors and end users share experiences and "lessons learned" from real implementations.

Sessions

Moxie Software: A Customer Case Study: Providing a VIP Engagement Across the Customer Digital Lifecycle

19 May, 2014 (03:15 PM - 04:15 PM)

Companies don’t realize the full value of the digital customer. This year, ecommerce celebrates its 20th anniversary; however, 98 percent of customers never receive online the customer experience they want. Mobile technologies are exacerbating the problem and there is a complete a lack of standards to support customers when processing online transactions. This session will discuss the use of proactive and intelligent customer engagement applications that can provide customers the online and mobile experiences they expect.

Pegasystems Inc.: How UnitedHealthcare Is Embracing Change as a Competitive Advantage

19 May, 2014 (03:15 PM - 04:15 PM)

Healthcare is changing at a breakneck pace and UnitedHealthcare and its over 10M Medicare members are at the center of that evolution. Learn how UnitedHealthcare is merging the latest customer service technology and big data to better engage their customers, simplify the consumer experience and manage industry change as a competitive differentiator. Hear how they were able to empower 7,000 plus agents to minimize customer effort, reduce compliance errors and close gaps in care.

PwC: Reach the State of On and Be the Disruptor

19 May, 2014 (03:15 PM - 04:15 PM)

Megatrends driven by technology are reshaping our world. For many businesses, it’s time to disrupt or be disrupted. Leaders know it’s time for change. The question is how. You must cut through the noise and create a business strategy for a digital age. In short, you must reach a state of ON. What does that mean? And what are the drivers of disruption? Join us. We’ll discuss this and more, with industry examples.

salesforce.com: The Internet of Customers and The World of Digital CRM

19 May, 2014 (03:15 PM - 04:15 PM)

By 2015 people who use their smart phones/tablets to access the Internet will outnumber those who use PCs. There will be 50 billion connected “things” by 2020. How do you plan on capitalizing on these opportunities? This session will give insight into how you can connect your applications, devices, and customer data together with one powerful Customer Platform — all designed for the new hyper-connected world your customers, partners and employees live in.

eGain: LexisNexis® Guides Customers to Delight with eGain-Powered Knowledge Value Chain

20 May, 2014 (11:00 AM - 12:00 PM)

LexisNexis® is a leading provider of content-enabled workflow solutions designed for professionals in areas such as legal services, risk management, corporations and government entities, with presence in more than 100 countries. Ashu Roy, eGain CEO, will discuss disruptive trends driving businesses to reinvent customer engagement models.Rick Dols, VP of Customer Operations for LexisNexis, will present how LexisNexis is leveraging eGain’s patented reasoning solution for knowledge-powered engagement to guide customers to intelligent decisions and fast answers.

Microsoft: Microsoft Powers Amazing Customer Experiences

20 May, 2014 (11:00 AM - 12:00 PM)

Companies today realize focusing on the customer is critical for success. At Microsoft, we agree. That’s why we’re committed to helping customers deliver amazing customer experiences. With our spring wave of offerings from Microsoft Dynamics CRM, we are providing the solutions that deliver on this promise by enabling our customers to market smarter, sell effectively and provide care everywhere. Hear how you can leverage the power of Microsoft to succeed!

SugarCRM: Harnessing The Power of "i" in Your CRM

20 May, 2014 (11:00 AM - 12:00 PM)

In an increasingly social and mobile world, businesses have been forced to become more “customer-centric.” But while we have learned to treat customers as individuals - it is important to remember that customer-facing employees are individuals, as well. SugarCRM SVP of Marketing Jennifer Stagnaro will explore the state of CRM in an exciting new era, and provide examples of how CRM re-defined with the individual in mind can provide significant value to the entire organization.

Thunderhead.com: Customer Engagement in a Changing World: Transforming the Customer Journey

20 May, 2014 (11:00 AM - 12:00 PM)

In what is being termed the 'Era of Engagement' is your business ready to capitalize on fresh thinking and new approaches to build customer engagement? It’s time to get started. In this session, you will gain valuable insight on: A new, research-based framework which provides a comprehensive model for Customer Engagement; New technology developments enabling the deployment of actionable, end-to-end customer journeys; How our customers are driving towards true customer engagement and long-term business value.

Pitney Bowes: Linking Silos Across the Organization for Better Customer Engagement

20 May, 2014 (03:30 PM - 04:30 PM)

Today’s businesses must be laser-focused on the customer. However, coordinating customer interactions into a consistent, cohesive experience across the customer journey is often hampered by organizational and technological silos. With help of a real-world case study, learn how your industry peers are leveraging a unique set of capabilities and best practices to understand, predict, enable and communicate with relevance to their customers, cementing an emotional bond with customers and ultimately delivering tremendous business results.

SDL: The Future of Customer Experience: From Buzzwords to Bottom Line

20 May, 2014 (03:30 PM - 04:30 PM)

Customer experience evolves in distinct directions, and leading brands are taking steps today to meet customers’ experience expectations tomorrow. Learn how customer experience practitioners can transform customer experience capabilities from point solutions to a continuous integrated brand relationship designed to attract customers, drive revenue, and create brand advocates.

Teradata Corporation: Using Data to Deliver Marketing Relevancy and Optimizing Customer Experience

20 May, 2014 (03:30 PM - 04:30 PM)

The most proactive organizations choose to transform themselves before their competitors and customers force change upon them. The challenges are vast, but so are the opportunities. Today’s digital environment means that customers are in control of their brand experience… and that’s good news for marketers. Why?

Oracle Corporation: Personalized Communications Results in 3X Response

20 May, 2014 (03:30 PM - 04:30 PM)

Marketers are expanding their strategies to deliver more focused, compelling customer interactions that can be measured, refined, and mapped back to organizational objectives. Listen to Dell Marketing Executive, Jennifer Statham as she shares how Dell uses Oracle solutions to integrate marketing activities and customer insights in order to predict and personalize communications. Results have shown up to 3x email response rates.

Adobe: Developing Complete Customer Centricity

21 May, 2014 (08:30 AM - 09:00 AM)

Baxter Credit Union will demonstrate how they are developing customer insight in parallel with optimizing Adobe Campaign’s cross-channel campaign management technology in order to produce significant ROI. By working with M2, BCU will also discuss how they aligned Adobe Campaign with its corporate plan and changed from being product focused to customer centric.

FPX: Beyond Configure-Price-Quote: Leveraging the Cloud for Competitive Advantage

21 May, 2014 (08:30 AM - 09:00 AM)

Executives from Interactive Intelligence and FPX will share insight into the organizational benefits of using configure-price-quote® solutions to manage complex business rules and processes via the cloud.

Genesys: Managing Customer Journeys: Get Onboard or Get Out of the Way!

21 May, 2014 (08:30 AM - 09:00 AM)

As today’s digitally driven, highly empowered consumers engage with your company, it’s critical to proactively orchestrate effortless customer journeys along the way. Attend and see how market leaders are turning on truly engaging customer experiences by using an integrated customer experience platform. You’ll learn how to start today by leveraging digital channels, big data and the cloud to proactively automate your customer’s individual journeys across all channels with real-time personalization and persistent interaction context.

Sitecore: Understanding the Customer from all Viewpoints

21 May, 2014 (08:30 AM - 09:00 AM)

In today’s world businesses are competing more and more for their customer’s attention and discretionary dollar. Throw out traditional marketing; it’s all about innovative websites, social marketing and providing good guest service. How will you keep up with the changing landscape? Customer Focus, Vast Toolsets, Less Marketing Dollars, and Business Market Share are key to growing your customer base.

Decisyon, Inc.: The Social Big Data Journey at Telecom Italia

21 May, 2014 (10:30 AM - 11:00 AM)

Learn how Telecom Italia is progressing from social listening to social CRM optimization using Decisyon/Engage to transform social data into a company asset. Find out how they are able to integrate data from social media with internal systems, collaborate across functions around social analytics, and execute marketing and customer service programs that are improving customer satisfaction and retention.

Kony, Inc.: Mobilizing CRM: Increase Your Field Productivity & Improve Customer Service Through Mobile CRM

21 May, 2014 (10:30 AM - 11:00 AM)

Leading sales organizations have mobilized their CRM solutions to empower their sales force to drive productivity and accelerate revenue. Join Kony as we discuss trends in mobility and how organizations have successfully mobilized and extended their CRM solution throughout their organization to drive sales efficiency.

Microsoft Parature: Delivering Amazing Customer Service Experiences in the Digital Age

21 May, 2014 (10:30 AM - 11:00 AM)

Duke Chung of Parature, a Microsoft company, and Eric McKirdy, Global Customer Care Manager of Ask.com, discuss best practices for delivering amazing customer experiences in the digital age. Learn how Ask.com, a Top U.S. internet site, replaced inefficient technologies and processes to become a leader in customer engagement across multiple channels including social, mobile and the web. McKirdy discusses customization, personalization and responsiveness and reveals how Ask.com dramatically improved its customer service efficiency.

An Agenda Just For You

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