Customer Service Technology Summit: Building Customer Loyalty With CRM (CST Summit)

Venue: The Westin Harbour Castle

Location: Toronto, Ontario, Canada

Event Date/Time: Apr 01, 2002 End Date/Time: Apr 02, 2002
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Description

THEME
Customers increasingly expect companies to provide what they’re looking for, whenever and however they try to find it — on the Web, in a store, or on the phone. But even with significant investments in CRM, most firms fall short on meeting these heightened expectations. What’s the problem? Contact points with customers lack the knowledge and integration necessary to provide a consistently rewarding experience. Forrester’s Customer Service Technology Summit will help firms understand the needs of cross-channel customers — and will provide tools for prioritizing the investments in technology, organizational change, and process redesigns that will most dramatically increase customer retention and penetration rates.

KEY TAKEAWAYS
At Forrester’s one-day Event, industry leaders and Forrester analysts will help you understand:
 How can cross-channel scenario design improve the customer experience?
 How should firms evaluate CRM offerings across different vendors?
 What organizational and process changes drive successful CRM implementations?
 How will you integrate new customer service applications with existing systems?
 In what emerging technologies should firms be investing?

WHO WILL ATTEND
 Senior business leaders who are setting strategic objectives in customer service.
 Corporate executives who are looking for ways to improve their relationships with customers.
 IT leaders responsible for selecting and implementing customer service technologies.
 Executive change agents who are the driving force behind their organizations’ eBusiness initiatives.


THE FORRESTER EVENT DIFFERENCE
 The quality of the Forrester keynotes — Presentations are backed by thousands of interviews with consumers, technology leaders, business executives, and vendors.
 Exclusive audiences — Forrester Summit attendees include executives from the highest organizational levels.
 Integration of organizational, technological, and business issues — Forrester Summits provide a complete understanding of the challenges ahead and how to overcome them.

INDUSTRY SPEAKERS

T. Christian Armstrong, EVP, Chief Marketing Officer, TD Bank Financial Group


Elaine Minacs, President and CEO, Minacs Worldwide


Peter Vanexan, President, Grand & Toy


CRM Panel:
Scott Harmon, President and CEO, Motive Communications
Stephen Klein, CEO, ActiveBuddy
Stuart Patterson, CEO, SpeechWorks

FORRESTER ANALYSTS

Bruce Temkin, Group Director, Research, Forrester Research


Paul Sonderegger, Analyst, Forrester Research


Nick Wilkoff, Analyst, Forrester Research

Venue

One Harbour Square
Toronto
Ontario
Canada
MORE INFO ON THIS VENUE

Additional Information

PRICING Clients: $1295 Non-Clients: $1495

Types