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EVENT DATES
Apr 2018
MoTuWeThFrSaSu
      1
2345678
9101112131415
16171819202122
23242526272829
30      
EXHIBITION HALL DATES
Apr 2018
MoTuWeThFrSaSu
      1
2345678
9101112131415
16171819202122
23242526272829
30      

Venue

Renaissance Washington 999 Ninth Street NW Washington , District of Columbia 20001
Tel: (202) 898-9000
Website
Google Map

CRM Evolution 2018

Attendees

-

Exhibitors

29

Register

$95 - $2,195

Overview

Event Overview:

Join peers, industry leading speakers and exhibitors in Washington D.C. for the new era of CRM Evolution.

There’s a direct correlation between advancements in communication technologies and customer expectations—naturally, as one increases, so does the other. That’s why organizations must master each communication channel (social, mobile, phone, Web, email, etc.), providing as much information as customers want and as quickly as they need it. But that’s not all. As customers traverse channels, their customer, product, or company information must accompany them. Additionally, companies will have to leverage analytics from each of these channels to consistently create positive customer engagements. It might sound like a daunting task, but it’s not—especially with guidance from the right professionals. 

Fortunately, you can find the biggest collection of the brightest and most influential people in the CRM industry at the CRM Evolution conference. Conference Chair Paul Greenberg and the editors of CRM magazine are working together again to bring you some of the best CRM analysts and consultants, project leaders, and vendors in the industry.

Attendee Information:

Why You Should Attend

Create great customer engagements

Generate high returns on CRM investments

Prepare for customer trends that are reshaping the marketplace

Improve customer satisfaction and loyalty

Leverage technologies that will change customer relationships

Increase profitability

Streamline business processes

Who Should Attend

VP/Director of Telemarketing/Telesales

VP/Director of IT

Director/Manager of Sales Support

Director/Manager of Customer Support

CEO, CMO, CIO, CTOs

Chief Customer Officer

VP/Director of Sales, Marketing, Customer Service, Call Centers

VP/Director of Ecommerce/Ebusiness

VP/Director of Business Analytics or Business Intelligence

Hear from over 60 speakers in more than 40 sessions including in-depth workshops, sunrise sessions, case studies, panel discussions, and more

Get access to industry-leading companies demonstrating cutting-edge technologies

Network with colleagues, peers, and experts in customer relationship management

The Customer Solutions Expo combines the CRM Evolution, Smart Customer Service, and SpeechTEK showcases. This central gathering place features the leading sales, marketing, customer service, and speech recognition solutions. The Customer Solutions Expo is the perfect opportunity to meet with C-level executives, industry pioneers, and the technology gurus who help you do your job better. Access to the Expo is included with all registration pass options. 

Exhibitor Information:

CRM Evolution continues to be the perfect opportunity for you to share the many ways your company’s products and services can benefit attendees. Take advantage of unique opportunities to connect with top decision makers who are seeking information and are ready to buy.

Attendees are looking for ideas, strategies, and technologies to create great customer experiences, improve customer satisfaction and loyalty, streamline business processes, increase profitability, and more. As a sponsor of CRM Evolution, you can bring solutions to these potential customers.

Co-located Events: SpeechTEK, Customer Service Experience, Customer Solutions Expo

Attendees - Event Information and Registration

Exhibitor Prospectus and Kit

Agenda

Apr 9   

9:00 - 10:00

Opening Keynote: The New Face of Change

Check back for the latest details.

 Presenter: Brian Solis, Principal Analyst, Altimeter, a Prophet company

10:00 - 10:15

SPONSORED BY

Keynote: Could Millennials Be Your Contact Center’s Secret Weapon?

You already realize the importance of Millennials as consumers, but have you considered the impact they could make within your company? Contact centers are changing, with a new focus on handling complex and difficult interactions and "postchannel" strategies that erase your customers' awareness of channels. Digitally fluent and social media-connected Millennials can be the ideal fit for chat, social, and mobile agent support. This presentation shows how you can leverage this key demographic, along with innovative technologies, to enable the best possible customer outcomes.

Presenter: Allyson Boudousquie, VP Market & Product Strategy, Convergys

10:15 - 10:45

Coffee Break

Track A:
Strategic Planning

Track B:
Future of Marketing

Track C:
CRM Bootcamp/Sales

10:45 - 11:30

A101 - Proving the Productivity Impact of CRM

11:45 - 12:30

A102 - Top Tips for Selecting a CRM Solution

10:45 - 11:30

B101 - Digital Transformation: Myths & Realities

11:45 - 12:30

B102 - The Post-Digital Persona & the New Reality of Marketing

10:45 - 11:30

C101 - Executive Bootcamp, Part 1: Engaged Customer Strategy— Your Road Map to Success in 2030

11:45 - 12:30

C102 - Executive Bootcamp, Part 2: The Central Role of CRM in an Engaged Customer Strategy

12:45 - 1:45

SPONSORED BY

Keynote Lunch: From Onboarding to ‘Onbotting’: How Different Is a Bot From an Employee?

ELIZA, one of the first chatbots ever built, was introduced more than 50 years ago, but it was not until Siri in 2011, Alexa in 2015, and Facebook’s Bots launch in 2016 that we saw anything close to mass market adoption of conversational assistants. As with these applications, most technologies that start in the consumer world eventually reach the commercial enterprise, but should chatbots be treated as traditional projects? Chatbots are essentially ushering in a new era of man-machine interaction—one that goes far beyond the now familiar "information retrieval" applications that rely on simple question-answer system constructs. As machines are starting to learn how to speak and to perform traditionally human functions, should we treat them more like humans? This is a new IT frontier. Is the goal to improve the human condition? These and other similar questions must be asked, but here is the big question: How do enterprises get this right?

Presenter: Tobias Goebel, Senior Director Emerging Technologies, Aspect Software, Inc.

2:00 - 2:45

A103 - Best Practices for CRM Buy-In 

3:00 - 3:45

Solution Sessions

2:00 - 2:45

B103 - The Power of Personalization: Leveraging Data-Driven Insights to Strengthen Customer Relationships

3:00 - 3:45

Solution Sessions

2:00 - 2:45

C103 - Who's Coaching the Sales Coach?

3:00 - 3:45

Solution Sessions

4:00 - 4:45

A104 - Successfully Converting CRM to CEM

4:00 - 4:45

B104 - Blockchain & the CMO: The Next Era of Marketing

4:00 - 4:45

C104 - Crush Your Pipeline: AI-Enhanced Sales

5:00 - 7:00

Customer Solutions Expo - Grand Opening Reception

Join your peers on Monday from 5:00 p.m. – 7:00 p.m. as we celebrate the grand opening of the Customer Solutions Expo. Visit with conference sponsors, exhibitors, speakers, and other attendees while enjoying light hors d’oeuvres and drinks.

Apr 10   

8:00 - 8:45

Breakfast with the Influencers

Join us for an interactive chat with many of CRM’s leading influencers. What is driving customers? What are leading-edge technologies? What about hype versus reality on artificial intelligence? This is an excellent opportunity to hear from the people driving the industry in an uncensored, unfiltered format. All of your questions are fair game and will be answered to the best of our ability. Enjoy a light continental breakfast, good conversation, and networking with top leaders in the field. This is a truly unique opportunity and conference highlight.
Moderator: Paul Greenberg, Managing Principal, The 56 Group, LLC

9:00 - 10:00

Keynote

Conversational interfaces, or intelligent “chatbots,” are defining entirely new categories of products and services. Deep learning technologies are empowering businesses to gain critical insights from unstructured text in transcribed calls, chats, and social media. Contact centers have been early adopters of these artificial intelligence (AI) technologies. Customers can seamlessly communicate across channels with automated assistants that delight customers, providing them faster and better service. AWS is making AI more accessible, available, and easy to use, enabling customers to accelerate their usage of AI in contact center workflows. Learn how AI-powered applications are providing business value by rethinking traditional applications and transforming customer experiences, and how to leverage these innovations in your workflows instantly

Presenter: Pasquale DeMaio, GM, Amazon Connect, AWS

10:00 - 10:45

Break in the Customer Solutions Showcase

Track A:
Breakout Trends

Track B:
Customer Engagement

Track C:
Expert Perspectives

10:45 - 11:30

A201 - Customer Engagement in the Voice-First Era

11:45 - 12:30

A202 - The Intelligent Assistance Landscape: Bots, Virtual Agents, & Intelligent Assistants

10:45 - 11:30

B201 - Reality Isn’t What It Used to Be & Neither Is CRM

11:45 - 12:30

B202 - Organizational Transformation Toward Customer Engagement

10:45 - 11:30

C201 - How SMBs Are Using Technology to Keep Up With Today’s Customers

11:45 - 12:30

C202 - Customer Growth: Strategies for SMB Success in 2018

12:45 - 1:45

SPONSORED BY

Keynote Lunch - Voice & AI: Bringing Digital Transformation to the Masses

According to Forrester Research, nearly half of consumers already engage in automated conversations with intelligent assistants such as Alexa, Siri, and Cortana. Keyboards, screens, and remote controls are being replaced by more intuitive ways of interacting with devices—most notably, voice communications. This presentation provides fresh insights into how you can use voice and AI to deliver differentiated customer experiences, streamline operations, and take advantage of new revenue streams.
 

Presenter: Allyson Boudousquie, VP Market & Product Strategy, Convergys

2:00 - 2:45

A203 - The Future of CX: Infinite Ambient Orchestration 

3:00 - 3:45

Solution Sessions

2:00 - 2:45

B203 - Creating Super Fans in the NBA

3:00 - 3:45

Solution Sessions

2:00 - 2:45

C203 - From Operations to Intelligence: The Continued Evolution of Marketing, Sales, & Customer Technologies

3:00 - 3:45

Solution Sessions

3:45 - 4:30

Break in the Customer Solutions Showcase

4:30 - 5:15

A204 - People-Centered Internet: It's About Time

4:30 - 5:15

B204 - The Nitty Gritty of Customer Engagement: How to Actually Do It

4:30 - 5:15

C204 - Talent & Organizational Design Considerations for the Engagement Economy

5:30 - 7:00

Networking Reception

Apr 11   

8:00 - 9:00

Continental Breakfast

Track A

Track B

Track C

9:00 - 9:45

A301 - Geek Nerd Suit: The Keys to Customer-Centricity Success

9:00 - 9:45

B301 - Authenticity in the Age of Artificial Intelligence

9:00 - 9:45

C301 - PANEL: What You Need to Know About GDPR If You Do Business in Europe

10:00 - 10:45

A302 - Customer Data Platforms for Business Marketing

10:00 - 10:45

B302 - Optimizing Personalized Customer Email Messaging: CRM Lessons Learned From the Biggest Brands to Boost Email Engagement

10:00 - 10:45

C302 - Secrets of CRM Success—Going Beyond Technology to Maximize Results With People & Process

10:45 - 11:45

Break in the Customer Solutions Showcase

Closing Keynote Panel

11:45 - 12:30

How Professional Sports Teams Are Leveraging Customer Engagement to Create Fans for Life

The battle for a customer's discretionary share of wallet is fierce and ongoing. Not only do sports compete on the field with each other, they compete for customer spend with movies, restaurants, concerts and staying at home. But they have a unique advantage that almost no other industry has—their advocates already exist—they don't have to strive for them, but instead have to figure out how to handle them so they remain fans. This experienced and fun panel of current and former sports practitioners tells you their stories—the programs, approaches, and thinking they used to translate the passion of their fans into benefits to the bottom lines of their organizations.

Moderator: Paul Greenberg, Managing Principal, The 56 Group, LLC

Moderator: Brent Leary, Partner, CRM Essentials

12:30 - 1:00

Last Chance to Visit the Customer Solutions Showcase

PostConference Workshops

1:30 - 4:30

W1 - Creating a Customer Journey Map

1:30 - 4:30

W2 - Planning for CRM Success

1:30 - 4:30

W3 - Using Automation to Create Ultra-Personalized Experiences

Keynote Speakers

Brian Solis

Principal Analyst Altimeter, a Prophet company

Brian Solis is globally recognized as one of the most prominent thought leaders, keynote speakers, and best-selling authors in innovation, digital transformation and experience design.  His latest book, X: The Experience When Business Meets Design, explores the importance of experiences and how to design them for customers, employees and human beings everywhere.

 As Principal Analyst at Altimeter, a Prophet Company, a digital anthropologist, and futurist, he also studies disruptive technology and its impact on business and society. More so, through his reports, articles and books, he humanizes technology's effect to help people see people differently and understand what to do about it. Specifically, Brian studies digital transformation, customer experience and culture 2.0 and "the future of" industries, trends and behavior. 

Allyson Boudousquie

P Market & Product Strategy Convergys

A popular speaker, published author, and subject matter expert on customer experience, Allyson brings a practical perspective to her role as Senior Director of Market Strategy, Product Management and R&D at Convergys. Her team is responsible for the market strategy and development of Convergys’ omnichannel interaction suite, which includes voice, mobile, agent desktop, and proactive communication solutions, as well as the new Customer Interaction Hub. Prior to joining Convergys, Allyson helped manage the collections practice for the second-largest financial institution in the United States, was Director of Business Process Marketing for a leading software company, and led the product marketing team for the launch of a software suite that included workforce management, recording and quality management, performance management, campaign management, agent coaching, and eLearning solutions.

Paul Greenberg

Managing Principal The 56 Group, LLC & Author, CRM at the Speed of Light

Co-chairman of CRM Evolution, Paul Greenberg is founder & Managing Principal of The 56 Group, LLC, an advisory firm, focused on CRM and Social CRM strategic services. His book, CRM at the Speed of Light now in its 4th edition, is in 9 languages and been called “the bible of the CRM industry”. It has been used by more than 70 universities as a primary text. He has another book on customer engagement, The Commonwealth of Self-Interest: Customer Engagement, Business Benefit” coming out in 2018 (Harvard Business Press) Currently, Paul, often called the “Godfather of CRM”, sits on the Global Advisory Board of the SEAT Consortium as the only non-sports professional of a sports business professionals organization.

Paul has been the EVP of the CRM Association, the Chairman of the University of Toronto’s Rotman School of Management CRM Centre of Excellence Board of Advisers, a Board of Advisors member of the Baylor University MBA Program for CRM majors, & co-chairman of Rutgers University’s CRM Research Center. Paul works both with customer-facing technology vendors and practitioners to craft go-to-market strategies, engagement programs, product development road maps, marketing/messaging & outreach among other things. Paul is considered a thought leader in CRM, having been published in numerous industry and business publications over the years. He was elected to CRM magazine’s CRM Hall of Fame in 2010 – the first non-vendor related thought leader in its history. He also writes on customer-facing matters for CBS’s ZDNet high profile tech media property (blogs.zdnet.com/crm).

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