Tuesday, April 30: 9:00 a.m. – 9:45 a.m.
Keynote: “Digital Transformation: Driving CX Excellence”
89% of executives say digitization will disrupt their business this year. Yet fewer than 1/3 believe that their digital strategy is correct, and only 21% believe the right people are setting their strategy. Why the disconnect?
Using real-time case studies from global, best-in-class companies, Barton will illustrate how these companies are using digital transformation to enhance customer experience.
Hear how five components – CRM, Data & Analytics, Social Media Communities, Customer Engagement and Emerging Technologies – form an integrated framework for successful digital transformation. Learn how to assemble these components in bite-size chucks by following a long-term roadmap that focuses on critical people and process issues, as well as technology.
Monday 4/29/2019 – 10:30 a.m. 11:15 a.m.
C101 – Executive Boot Camp, Part 1: The Critical Role of CRM in Your ‘Engaged Customer Strategy’
Barton Goldenberg, President, ISM
Every organization needs to gather, organize, analyze, and exploit the deluge of data coming from both traditional media and the digital fire hose. Your goal is to capture and retain customers awash in an increasingly digital sea. Learn how best-in-class B2B, B2C, and B2B2C organizations such as ExxonMobil, Amazon, Marriott, Uber, and Disney are taking an integrated approach to customer engagement. In this session, you learn how to achieve optimal customer engagement at each customer touchpoint; create a framework for achieving customer engagement excellence; and, build a solid CRM system as the the foundation of a successful, engaged customer strategy.
Monday 4/29/2019 – 11:30 a.m. – 12:15 p.m.
C102 – Executive Boot Camp, Part 2: Taking CRM Strategy to the Next Level
Barton Goldenberg, President, ISM
Learn the three-step approach for taking CRM strategy to the next level. Using real-world case studies from B2B, B2C and B2B2C industries, we show how to strengthen the customer foundation by tightly integrating CRM with ERP, knowledge management, ecommerce, and other systems. You also learn how to exploit comprehensive customer profiles and how to grow a two-way information exchange with customers to help your organization leverage its CRM investment to its full potential.
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