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Tuesday
08:00 – 08:30 | "Getting" Gartner: How to Understand What we are Talking About | |
Speaker: Alexander Drobik
Session Type: Pre-Summit Tutorial - EMEA Summit | ID: T1
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Tuesday
08:45 – 09:00 | Summit Chair Welcome | |
Speakers: Jim Davies, Ed Thompson
Session Type: Keynote - EMEA | ID: P1
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Tuesday
09:00 – 10:00 | Gartner Keynote: Solving Conundrums About Customers, Communities and Collectives – The New Business of CRM | |
Speaker: Stephen Prentice
Session Type: Keynote - EMEA | ID: P2
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Tuesday
10:00 – 10:40 | Panel Discussion: CRM Trends, Best Practices and Future Scenarios | |
Speakers: Jim Davies, Ed Thompson, Jeff Westover, Brad Wilson
Session Type: Keynote - EMEA | ID: P3
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Tuesday
11:10 – 12:00 | The Eight Building Blocks for Successful Customer Relationship Management | |
Speaker: Gene Alvarez
Session Type: Track Session | ID: G1
Tracks: B, Essentials, T1 |
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Tuesday
11:10 – 12:00 | Must-Have Analytic Capabilities for More Intelligent Customer Relationships | |
Speaker: Gareth Herschel
Session Type: Track Session - EMEA Summit | ID: G2
Tracks: B, Intermedia, T, T2 |
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Tuesday
11:10 – 12:00 | The Essential Emerging CRM Technologies Identified and Explained | |
Speaker: Michael Maoz
Session Type: Track Session - EMEA Summit | ID: G3
Tracks: Advanced, T, T3 |
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Tuesday
13:15 – 14:05 | CRM Strategy and Metrics for Securing Business Value | |
Speaker: Michael Dunne
Session Type: Track Session - EMEA Summit | ID: G4
Tracks: B, Essentials, T1 |
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Tuesday
13:15 – 14:05 | Enterprise Feedback Management: Surveying That Works for You and Your Customers | |
Speaker: Jim Davies
Session Type: Track Session - EMEA Summit | ID: G5
Tracks: B, Intermedia, T, T2 |
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Tuesday
13:15 – 14:05 | Exploiting Social Knowledge for Web Self Service | |
Speaker: Johan Jacobs
Session Type: Track Session - EMEA Summit | ID: G6
Tracks: Advanced, B, T, T3 |
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Tuesday
14:15 – 15:05 | Organizational Change Management Techniques for CRM Success | |
Speaker: Matthew Goldman
Session Type: Track Session - EMEA Summit | ID: G7
Tracks: B, Essentials, T1 |
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Tuesday
14:15 – 15:05 | Improving the Quality of Your Customer Data: You Know it Makes Sense | |
Speaker: John Radcliffe
Session Type: Track Session | ID: G8
Tracks: Intermedia, T2 |
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Tuesday
14:15 – 15:05 | Web 2.0 + Mobile + E-Commerce + Social = eCRM2 | |
Speaker: Gene Alvarez
Session Type: Track Session | ID: G9
Tracks: Advanced, T, T3 |
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Tuesday
16:20 – 17:10 | The Top 5 Technology Trends to Disrupt CRM Architectures and Technology | |
Speaker: Alexander Drobik
Session Type: Track Session - EMEA Summit | ID: G10
Tracks: Essentials, T, T1 |
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Tuesday
16:20 – 17:10 | Critical Capabilities in Multi-Channel Campaign Management | |
Speaker: Adam Sarner
Session Type: Track Session - EMEA Summit | ID: G11
Tracks: Intermedia, T, T2 |
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Tuesday
16:20 – 17:10 | How to Boost the Customer Experience | |
Speaker: Ed Thompson
Session Type: Track Session - EMEA Summit | ID: G12
Tracks: Advanced, B, T3 |
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Tuesday
17:20 – 18:00 | An Inside Look at Social Media: The Dell Story | |
Speakers: Kerry Bridge, Stephen Prentice
Session Type: End-User Case Study | ID: U1
Track: T3 |
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Tuesday
17:20 – 18:00 | BT — The Constant Gardener: Data Quality and Consistent Customer Experience | |
Speaker: Nigel Turner
Session Type: End-User Case Study | ID: U2
Track: T2 |
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Tuesday
17:20 – 18:00 | Virgin Media — Using NPS to Live Up to the Virgin Brand | |
Speaker: Paul Hodgins
Session Type: End-User Case Study | ID: U3
Track: T1 |
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Wednesday
09:00 – 09:45 | Gartner Customer Relationship Management Excellence Awards
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Speakers: Patrick Adamcik, Ginger Conlon, Johan Jacobs, Stuart Lipinski, Robert Vleeschhouwer
Session Type: Keynote - EMEA | ID: P4
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Wednesday
09:45 – 10:30 | How to Maximize Return on Ideas from CRM Investments and Experiments | |
Speakers: Alexander Drobik, Dr. Robert Shaw
Session Type: Keynote - EMEA | ID: P5
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Wednesday
11:40 – 12:30 | Falling in Love With Your Marketing, Sales and Service Processes All Over Again | |
Speaker: Michael Maoz
Session Type: Track Session - EMEA Summit | ID: G13
Tracks: B, Essentials, T, T1 |
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Wednesday
11:40 – 12:30 | Creating a Master Customer Database With Master Data Management | |
Speaker: John Radcliffe
Session Type: Track Session - EMEA Summit | ID: G14
Tracks: Intermedia, T, T2 |
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Wednesday
11:40 – 12:30 | Emerging Analytic Capabilities for Competitive Advantage | |
Speaker: Gareth Herschel
Session Type: Track Session - EMEA Summit | ID: G15
Tracks: Advanced, T, T3 |
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Wednesday
13:30 – 14:10 | QVC: Engaging Customers Using Social Software | |
Speakers: Gina Deeble, Alexander Drobik
Session Type: End-User Case Study | ID: U4
Track: T3 |
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Wednesday
13:30 – 14:10 | Brent Council — How CRM and CDI Have Helped to Improve Local Government Services
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Speaker: Tony Ellis
Session Type: End-User Case Study | ID: U5
Track: T2 |
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Wednesday
13:30 – 14:10 | Orange Israel: Real Time Customer Interaction Analytics – How to Listen, Not Just Hear | |
Speaker: Gil Tamir
Session Type: End-User Case Study | ID: U6
Track: T1 |
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Wednesday
14:20 – 15:10 | Lessons from 1500 CRM Projects and the CRM Excellence Awards | |
Speaker: Matthew Goldman
Session Type: Track Session - EMEA Summit | ID: G16
Tracks: B, Essentials, T1 |
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Wednesday
14:20 – 15:10 | Rebuilding Sales With Analytics and Performance Management | |
Speaker: Michael Dunne
Session Type: Track Session - EMEA Summit | ID: G17
Tracks: B, Intermedia, T, T2 |
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Wednesday
14:20 – 15:10 | How Generation Virtual Changes CRM | |
Speaker: Adam Sarner
Session Type: Track Session - EMEA Summit | ID: G18
Tracks: Advanced, B, T, T3 |
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Wednesday
15:40 – 16:30 | Presentation of Gartner CRM Excellence Award and Closing Gartner Keynote | |
Speakers: Jim Davies, Johan Jacobs, Ed Thompson
Session Type: Keynote - EMEA | ID: P6
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