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Monday
07:15 AM – 07:45 AM | "Getting" Gartner: How to Understand What We Are Talking About | |
Speaker: Sharon A. Mertz
Session Type: Pre-Conference Tutorial | ID: T1
Tracks: 1, 2 |
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Monday
07:15 AM – 07:45 AM | Getting "Gartnered": How Vendors Can Work Well With Analysts | |
Speaker: Matthew Goldman
Session Type: Pre-Conference Tutorial | ID: T2
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Monday
07:15 AM – 07:45 AM | TechnoBabble 101: The Most Important Acronyms in CRM
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Speaker: Gene Phifer
Session Type: Pre-Conference Tutorial | ID: T3
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Monday
08:15 AM – 09:15 AM | The New Deal: The Advent of the Web Centric Customer Relationship | |
Speaker: Michael Maoz
Session Type: Keynote Session | ID: K1b
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Monday
09:30 AM – 10:30 AM | The Importance of the Customer Experience in a Recession | |
Speaker: Ed Thompson
Session Type: Track Session | ID: G1
Track: 1 |
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Monday
09:30 AM – 10:30 AM | The Role of Technology in Improving the Customer Experience | |
Speaker: Jim Davies
Session Type: Track Session | ID: G2
Tracks: 2, 3, 5 |
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Monday
09:30 AM – 10:30 AM | Optimizing the Web Site User Experience | |
Speaker: Gene Phifer
Session Type: Track Session | ID: G3
Track: 3 |
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Monday
09:30 AM – 10:30 AM | Cut Waste, Not Marketing Programs With Marketing Resource Management (MRM) | |
Speaker: Kimberly Collins
Session Type: Track Session | ID: G4
Tracks: 4, 6, 7 |
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Monday
10:45 AM – 11:45 AM | Top Investments in Multichannel Campaign Management | |
Speaker: Adam Sarner
Session Type: Track Session | ID: G5
Tracks: 4, 6 |
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Monday
10:45 AM – 11:45 AM | Organizational Change Management Techniques for CRM Success | |
Speaker: Matthew Goldman
Session Type: Track Session | ID: G6
Tracks: 1, 7 |
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Monday
10:45 AM – 11:45 AM | Multichannel Mecca: Where Do You Start? | |
Speaker: Johan Jacobs
Session Type: Track Session | ID: G7
Track: 5 |
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Monday
10:45 AM – 11:15 AM | Web 2.0 + mobile + e-commerce = eCRM2 | |
Speaker: Gene Alvarez
Session Type: Track Session | ID: G8
Tracks: 2, 3 |
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Monday
01:45 PM – 02:45 PM | Enterprise Feedback Management: The Who, When, Why, Where and What of Surveying | |
Speaker: Jim Davies
Session Type: Track Session | ID: G10
Tracks: 1, 5, 6 |
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Monday
01:45 PM – 02:45 PM | The Top 10 Technology Trends to Disrupt CRM Architectures and Technology | |
Speaker: Ed Thompson
Session Type: Track Session | ID: G11
Track: 2 |
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Monday
01:45 PM – 02:45 PM | Improving the Effectiveness of Lead Management | |
Speaker: Michael Dunne
Session Type: Track Session | ID: G12
Tracks: 4, 7 |
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Monday
01:45 PM – 02:45 PM | How Generation Virtual Will Change CRM | |
Speaker: Adam Sarner
Session Type: Track Session | ID: G9
Tracks: 1, 3, 4 |
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Monday
04:15 PM – 05:15 PM | Gartner Keynote: Analytics-to-Action: Key Analyses for Customer Centric Decisions
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Speaker: Gareth Herschel
Session Type: Keynote Session | ID: K2
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Tuesday
07:15 AM – 07:45 AM | Radical Thoughts @ Breakfast: Attack of the Personabots: All Your Customer Base Belongs to Us | |
Speaker: Adam Sarner
Session Type: Power Breakfast | ID: PB1
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Tuesday
08:00 AM – 09:00 AM | Keynote: Building Trust Through Influence | |
Speaker: Robert B. Cialdini, Ph.D
Session Type: Keynote Session | ID: K3
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Tuesday
09:15 AM – 10:15 AM | Sales Force Automation: Deploying What Sales People Want | |
Speaker: Michael Dunne
Session Type: Track Session | ID: G13
Tracks: 4, 7 |
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Tuesday
09:15 AM – 10:15 AM | How Twitter and Social Media Will Disrupt Your Customer Service Processes | |
Speaker: Michael Maoz
Session Type: Track Session | ID: G14
Tracks: 1, 3, 5 |
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Tuesday
09:15 AM – 10:15 AM | Best Practices for Customer Data Quality Improvement: Delivering Data You Can Trust | |
Speaker: John Radcliffe
Session Type: Track Session | ID: G15
Tracks: 2, 6 |
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Tuesday
09:15 AM – 10:15 AM | CRM Contracts and Negotiation: Capture More Value From Products and Services | |
Speaker: Jane B. Disbrow
Session Type: Track Session | ID: G16
Track: 7 |
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Tuesday
04:15 PM – 05:15 PM | Delivering on E-Commerce in a Wireless World | |
Speaker: Gene Alvarez
Session Type: Track Session | ID: G17
Track: 3 |
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Tuesday
04:15 PM – 05:15 PM | The Market for CRM: Economic Volatility Shifts Market Dynamics | |
Speaker: Sharon A. Mertz
Session Type: Track Session | ID: G18
Track: 2 |
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Tuesday
04:15 PM – 05:15 PM | Assessing the Value of CRM Analytics
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Speaker: Gareth Herschel
Session Type: Track Session | ID: G19
Tracks: 1, 4, 5, 6 |
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Tuesday
04:15 PM – 05:15 PM | Exploiting Knowledge for Web Self-Service | |
Speaker: Johan Jacobs
Session Type: Track Session | ID: G20
Tracks: 5, 7 |
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Wednesday
07:15 AM – 07:45 AM | Radical Thoughts @Breakfast: Making Gut Decisions More Intelligent | |
Speaker: Gareth Herschel
Session Type: Power Breakfast | ID: PB2
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Wednesday
07:15 AM – 07:45 AM | Power Breakfast: Maverick - Getting Rid of the Human Through Virtual Assistants | |
Speaker: Johan Jacobs
Session Type: Power Breakfast | ID: PB3
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Wednesday
08:00 AM – 09:00 AM | The Great Debate: The Future of CRM
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Speaker: Ed Thompson
Session Type: Keynote Session | ID: K5
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Wednesday
09:15 AM – 10:15 AM | Building a Cost-Effective Contact Center Infrastructure | |
Speaker: Drew Kraus
Session Type: Track Session | ID: G21
Tracks: 2, 5, 7 |
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Wednesday
09:15 AM – 10:15 AM | Using Analysis to Improve Online Channel Efficiency | |
Speaker: Bill Gassman
Session Type: Track Session | ID: G22
Tracks: 3, 6 |
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Wednesday
09:15 AM – 10:15 AM | Focus on Pharmaceuticals: Showcase for Multichannel and Analytical Capabilities in Data Rich Industries | |
Speaker: Dale Hagemeyer
Session Type: Track Session | ID: G23
Track: 4 |
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Wednesday
09:15 AM – 10:15 AM | Innovation: Your New Core Competency | |
Speaker: Kathy Harris
Session Type: Track Session | ID: G24
Track: 1 |
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Wednesday
11:15 AM – 12:15 PM | The Impact of Social Trends on the Future of CRM | |
Speaker: Scott D. Nelson
Session Type: Track Session | ID: G25
Track: 1 |
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Wednesday
11:15 AM – 12:15 PM | Avoiding the Five Fatal Flaws of Business Intelligence | |
Speaker: Bill Gassman
Session Type: Track Session | ID: G26
Track: 6 |
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Wednesday
11:15 AM – 12:15 PM | At the Radar’s Edge: Emerging Trends and Technologies | |
Speaker: Jackie Fenn
Session Type: Track Session | ID: G27
Track: 1 |
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Wednesday
11:15 AM – 12:15 PM | Improvising CRM: Cost-Conscious Alternatives for Enabling CRM Strategies | |
Speaker: Matthew Goldman
Session Type: Track Session | ID: G28
Tracks: 2, 7 |
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Wednesday
01:15 PM – 02:15 PM | How to Build the Business Case for CRM in a Tough Economy | |
Speaker: Michael Smith
Session Type: Track Session | ID: G29
Track: 6 |
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Wednesday
01:15 PM – 02:15 PM | Focus on Consumer Goods: How They Are Using Technology for Competitive Advantage and What Other Industries Can Learn From Them | |
Speaker: Dale Hagemeyer
Session Type: Track Session | ID: G30
Track: 4 |
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Wednesday
01:15 PM – 02:15 PM | Creating a Customer-Centric Web Architecture | |
Speaker: David Mitchell Smith
Session Type: Track Session | ID: G31
Track: 3 |
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Wednesday
02:30 PM – 03:30 PM | Gartner Closing Keynote | |
Speakers:
Session Type: Keynote Session | ID: K6
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