EARLY-BIRD DISCOUNT Save €325 by 10 April Gartner Customer Strategies & Technologies Summit 2015 10 – 11 June | London, UK | gartner.com/eu/crm 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 Embracing Complexity to Engage with Customers
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EARLY-BIRD DIscount save €325 by 10 April
Gartner Customer Strategies & Technologies Summit 201510 – 11 June | London, UK | gartner.com/eu/crm
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)
Case studiesKeynotesessionsGartner 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.
CaseStudy:HolisticHealing—HowJohnson&JohnsonisUsing360DegreeCRMtoBetterUnderstandPatientsandCustomersSanjay Singh, WW IT Director – TotalView and Mobility MD&D
PersonalizeyourDigitalCommercetoGrowSatisfaction,ProfitsandLoyalty David Kohler
13:45 – 15:15 Workshop:DevelopingaWinningMobileCRMApplication Moderator: Robert Desisto
Roundtable:HowtoPrioritizeSalesEnablementProjectstoBalanceEfficiencyandEffectiveness Tad Travis
14:45–15:15 IdentifyingtheConsumerMobileTrendsThatWillImpactYourCustomer Nick Jones
MaverickSession:HowReadyisYourSupportOrganizationforaWorldWithoutAgents? Michael Moaz
HowtoMasterCustomerJourneyAnalytics Gareth Herschel
PechaKucha:CustomerExperienceMetricsin400SecondsANDSurveyBestPracticesforaBetterCustomerExperience Ed Thompson and Jim Davies
14:45 – 15:30 Roundtable:WhatMarketplaceStrategyisBestforYourDigitalCommerceOperation? David Kohler
15:15–15:45 RefreshmentBreakintheSolutionShowcase
15:45–16:30 Closing Gartner Keynote: We Analyze Too Much and Synthesize Too Little Frank Buytendijk
16:30–16:35 ClosingRemarks David Kohler
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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
B. Managing Customer Interactions Inthistrack,weexplorehowtoattractandinfluencecustomersacrosswebsites,stores,phonesystems,socialmediaandmobiledevices,andhowtocentralizetouch-pointsintoa“CustomerEngagementHub”.Thescienceandartofbuildingcustomerrelationshipsisacomplexmixoftechnology,processchangeandpeopleskillsacrossallinteractionchannels.We’llhelpyoutogetthatmixright.
C. Delivering Value from Customer Data Presentationsinthistrackfocusonhowtodevelopacustomeranalyticsstrategy,managedatatounderstandthecustomerjourney,andultimately,create“businessmoments”thatyoucanexploit.Asyouexplorenewmeansofmarketingto,sellingtoandsupportingcustomers,thesheervolume,varietyandvelocityofcustomerdatathatexistscanbeanoverwhelmingprospect.Thistrackwillprovideyouwitharoadmapasyoustarttousebigdataandadvancedanalyticstosupportyourkeysales,marketingandcustomerserviceinitiatives.
D. Elevating Customer Experiences Thistrackwillexaminehowyoucandesign,deliverandsystematicallyimprovethecustomerexperience.Keytopicsincludeensuringcross-channelconsistency,redesigningcustomerprocesses,capturingthe“voiceofthecustomer”andaddingpersonalizationtothedigitalexperience.Deliveringasuperiorcustomerexperiencecanprovidecompetitivedifferentiationandsecurebusinesssuccess,butastheworldbecomesmorecomplex,existinginitiativesruntheriskofbeingderailed.Learnhowtorefinethecustomerexperienceasexpectationscontinuetoriseandwhen,whereandhowcustomerswanttoengagechanges.
Plus: Real-World CRM: Workshops, Contract Negotiation Clinics and Roundtable DiscussionsThistrackconsistsofaseriesofin-depthworkshops,contractnegotiationclinicandroundtablediscussions,facilitatedbyGartneranalysts,withattendeesexpectedtoworktogethertoidentifybestpracticesandsharepracticalideasandtips.Availabletoend-usersonly,pre-registrationrequired.
CaseStudy:HolisticHealing—HowJohnson&JohnsonisUsing360DegreeCRMtoBetterUnderstandPatientsandCustomersSanjay Singh, WW IT Director – TotalView and Mobility MD&D
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.www.sdl.com
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.www.sugarcrm.com
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.www.verint.com
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.www.dnb.co.uk
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.www.intershop.com
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.www.Genesys.com
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.www.sitecore.net
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.www.infor.com/solutions/crm/
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.www.marketo.com
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.www.isis-papyrus.com
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.www.zendesk.com
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.www.mitel.com
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.