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The BI Conference for Operational and Customer Performance Management
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The BI Conference for Operational and Customer Performance Management




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      The BI Conference for Operational and Customer Performance Management




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The BI Conference for Operational and Customer Performance Management




      Sessions - Operational Performance Ma...
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The BI Conference for Operational and Customer Performance Management




 ■    11:45 AM - 12:30 PM
      Building Op...
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The BI Conference for Operational and Customer Performance Management




 ■    3:00–3:45 PM
      Leveraging Innovat...
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The BI Conference for Operational and Customer Performance Management




      Sessions - Customer Performance Manag...
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The BI Conference for Operational and Customer Performance Management




 ■    11:45 AM - 12:30 PM
      Building Cu...
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The BI Conference for Operational and Customer Performance Management




 ■    3:00–3:45 PM
      Eliminating Spread...
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The BI Conference for Operational and Customer Performance Management




Event Activities                           ...
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The BI Conference for Operational and Customer Performance Management




Hotel and Travel

Connections 2007 Hotel
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Ventana Research 2007 Connections Conference

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Ventana Research 2007 Connections Conference

  1. 1. ���� O C T O B E R 2 2 , 2 0 0 7 ■ S A N F R A N C I S C O , C A The BI Conference for Operational and Customer Performance Management Register today: www.ventanaresearch.com/connections
  2. 2. ���� The BI Conference for Operational and Customer Performance Management October 22, 2007 Connections Overview Why You Should Attend Connections 2007 – The Business Intelligence Conference for Operational Connections 2007 will provide and Customer Performance - is the first of its kind. It is a uniquely developed you with insights, tools and conference – a blend of objective research, uncommon insights and smart networking opportunities to people sharing experiences and practical advice. help you succeed in your Performance Management Operational Performance Management is the next Big Wave of adoption in efforts. This event is unique organizations. Customer Performance Management is now evolving to be because presentations are The Focus by organizations by 2010. Balancing strategies, plans, and based on objective insights of initiatives to maximize the customer and operational performance of the industry analysts, not software business is the critical focus of all organizations. Connections 2007 will utilize company sales people. So results of new and relevant research; provide the insights of and access to you will hear what real people experienced Ventana Research industry research analysts; and showcase think, what is really happening customer best practices to educate attendees on the innovative technologies in the marketplace today, and that can improve efficiency and results. steps you can take to improve your operational and customer This is an event that will reduce your business risk and improve your performance. performance. It will help you and your organization move away from using silos of data, spreadsheets and presentations as the basis for making decisions. It will improve your company’s performance. It will make you look good. Who Should Attend Attend Connections 2007 to connect with industry experts, clients, sponsors Connections 2007 is aimed at – and leave with a whole lot of knowledge. You’ll walk-away with the inside those craving education on the scoop: the education, insights and confidence you need to harness business latest trends, best practices and technology to improve operational effectiveness and customer satisfaction. business technologies enabling Operational and Customer Performance Management. The agenda will inspire those Top 3 Trends in BI for Operational & Customer responsible for: Performance ■ Operations Management The Connections 2007 agenda will address these key trends and cover how ■ Customer Operations organizations are achieving results. and Service ■ Information Technology 1. Improving the performance of operations through the use of information and technology to increase profitability and revenue to reach goals and ■ Marketing and Sales objectives ■ Call and Contact Center ■ Supply Chain and 2. Transforming the people and processes to improve the satisfaction Manufacturing Operations and experience of customer relationships ■ Business Intelligence - 3. Gaining better insight and visibility through the use of BI and Performance Business and Technology Management Areas Register today: www.ventanaresearch.com/connections
  3. 3. ���� The BI Conference for Operational and Customer Performance Management Conference Highlights Key Hot Topics Include: ■ Infusing Operational BI Sessions and Tracks and Planning for Optimizing Compelling session topics from leading industry research analysts and best Performance practice advice from award winning organizations offer education not found anywhere else. The sessions will address the challenges you face in balancing ■ Adopting Sales Performance the use of dedicated applications and information technology to maximize Management for Operational customer and operational performance. Effectiveness ■ Building Customer Operational Performance Track Operations and Customer Fast-track your education as Ventana Research experts and business Experience Management professionals outline your road map to success. We’ll share our ground- Systems That Matter breaking research findings and real world experience on topics including initiative and goals management, operational planning, metrics and KPIs, and ■ Eliminating Spreadsheet BI and will work with you to overcome your challenges on the road to personal and BI Barriers to Customer and corporate success. Insights and Metrics Customer Performance Track This track will address customer analytics and BI, applications for supporting customer operations and experience management systems, and building Thank you to our a single source of customer insights and customer information. The best Sponsors: practices we’ll share with you will have you well on your way to improving PLATINUM customer satisfaction and profitability in no time. Research Results New Industry Research Benchmarks being unveiled at Connections 2007 include: ■ BI & Performance Management Vendor and Product Benchmark ■ Operational BI and Spreadsheet Management Research Benchmark BRONZE ■ Customer Information and Master Data Research Benchmark Connections 2007 Expo and Networking Connections 2007 will provide you many opportunities to connect with industry analysts, leadership award winners, conference attendees and solutions providers. Be sure to join us for the welcome reception, the awards Media Partners: luncheon as well as the evening reception at the Solutions Expo to exchange ideas, see demonstrations and gain insights into leading innovations. Exhibitors and Sponsors Thank you our exhibitors sponsors for their participation in Connections 2007. Please visit them at the Solutions Expo. Register today: www.ventanaresearch.com/connections
  4. 4. ���� The BI Conference for Operational and Customer Performance Management Agenda at a Glance Conference Schedule Sunday, 10/21 Welcome Reception Sunday, October 21 6:00-8:00 PM ■ 6:00 – 8:00 PM 7:00-8:30 AM Breakfast / Registration Welcome Reception 8:30-9:15 AM Opening Address / Keynote Monday, October 22 Operational Performance Customer Performance ■ 7:00 – 8:30 AM Tracks Management Track Management Track Breakfast and Registration Maximizing Operational Innovating Customer 8:30 – 9:15 AM 9:30-10:15 AM ■ ■ ■ Performance Performance Opening Address/Keynote Mark Smith, Ventana 10:15-10:45 AM Morning Break Research Adopting Sales Performance Simplifying Customer ■ 10:15 AM – 4:15 PM 10:45-11:30 AM ■ Management for Operational Ef- ■ Information Management for fectiveness Operations Expo Hall Open Building Operational Metrics and Building Customer Operations ■ 12:30– 1:45 PM 11:45 AM-12:30 PM ■ KPIs that Matter – Best Practices ■ and Customer Experience Lunch and 2007 from the Front Line Management Systems that Matter Leadership Award Presentations 12:30-1:45 PM Lunch & Leadership Award Winners Presentation ■ 5:00 – 5:30 PM Best Practices & Lessons Learned 2006 Leadership Award Winner Operational Performance 2:00-2:45 PM ■ in Operational Performance ■ - KLA Tencor - Best Practices Management Leadership Management at Deutsche Bank Case Study Awards Leveraging Innovations in BI for Eliminating Spreadsheet and 3:00-3:45 PM ■ Operational Improvement ■ BI Barriers to Customer Insights ■ 5:30 PM and Metrics Networking Reception at the Solutions Expo 3:45-4:15 PM Afternoon Break Infusing Operational Performance Leveraging Customer Analytics 4:15-5:00 PM ■ Planning for Operations ■ and BI across Contact Center, Sales and Marketing for Success 5:00-5:30 PM OPM Leadership Award Winner and Closing 5:30-7:00 PM Networking Reception Register today: www.ventanaresearch.com/connections
  5. 5. ���� The BI Conference for Operational and Customer Performance Management Sessions - Operational Performance Management Track ■ 9:30-10:15 AM Maximizing Operational Performance Presenter: Colin Snow, VP and Research Director – Operational & Supply Chain Performance Management The charge to leverage resources and assets to maximize operational performance has become a top priority in organizations. Improving your management methods while optimizing your business processes has never been easy, but now proven techniques can help you succeed. New techniques in goals and objectives management, operational planning, and initiatives management are the result of a new wave of information technology designed to help you achieve your targets and out-perform your competition. This session will give you the skills needed to integrate business technology within your organization and its processes to ensure maximum throughput. This session will also set the foundation for the following sessions in the Operational Performance Track. ■ 10:45-11:30 AM Adopting Sales Performance Management for Operational Effectiveness Presenter: Mark Smith, CEO & Executive Vice President of Research An exciting evolution in Operational Performance Management is the management approach to sales via improved processes and new business technology. The new category of sales performance management is now establishing methods for maximizing revenue potential and customer relationships. Sales compensation management solutions are tackling the delicate balance between ensuring sales can receive the rewards and incentives needed to reach their objectives, while giving finance and operations the confidence of accuracy and the elimination of spreadsheet silos in email. To accomplish this, organizations must extend beyond the sales force automation implementations seen in the last decade and add operations and performance requirements to processes and new applications for sales efficiency. This session will give direction on how to bring sales performance management to the center of your operations strategy, giving you assurance that you are leveraging your talent to improve the effectiveness of the sales organization. In addition, we will discuss developing metrics that can be KPI for helping sales improve through coaching and developing the competencies necessary for the results you require. Register today: www.ventanaresearch.com/connections
  6. 6. ���� The BI Conference for Operational and Customer Performance Management ■ 11:45 AM - 12:30 PM Building Operational Metrics and KPIs that Matter – Best Practices from the Front Line Presenter: Karen Kirby, VP, Services Establishing metrics that are the baseline for measuring performance and building key performance indicators has been one of the most challenging elements of organizational performance management initiatives. Without having a good framework and process, you could easily assemble the wrong balance of metrics and relationships to the accountability of individuals in your organization. How then, can you gain the most value from your business intelligence investments and move your operations to the next level? This session will give you best practices and knowledge from the front line on the methods to define and build a metric foundation that can be leveraged across your performance management processes and business intelligence technologies. ■ 2:00-2:45 PM Best Practices and Lessons Learned in Operational Performance Management at Deutsche Bank Presenter: Barry Zucker, Director, Chief Operating Officer - Investment Bank Operations at Deutsche Bank This session will examine the best practices and experiences of Deutsche Bank in transforming to operational performance management. By bringing together a system for linking strategy, goals, costing, planning, scoring and reporting performance, Deutsche Bank successfully adopted the principles of performance management. Through organizational agreement and information technology improvements, you will learn the real-world lessons on how to address operational performance management in your organization. Register today: www.ventanaresearch.com/connections
  7. 7. ���� The BI Conference for Operational and Customer Performance Management ■ 3:00–3:45 PM Leveraging Innovations in BI for Operational Improvement Presenter: Mark Smith, CEO & Executive Vice President of Research We’ve all heard it. Leading organizations are using Operational BI to gain access to, and delivery of, information that’s used to drive improved actions and smarter key decisions. Without having BI deployed pervasively in your organization, you are at a competitive disadvantage, as you probably have higher operational costs and are not achieving your maximum performance. As technology for BI advances, simpler approaches for deployments and use are coming to market. Through embedded BI into applications, from the adoption of Open Source BI, to the use of Software as a Service approaches, there are many business model and technology approaches in Operational BI to be considered. In addition, the use of spreadsheets has grown to be a large obstacle to operational performance as everyone has their own version of the truth. New spreadsheet management technologies have entered the market to rationalize and govern spreadsheets while also embracing and extending them for their full potential. In this session, you will learn how to leverage BI technology and process innovations for operational improvement. ■ 4:15–5:00 PM Infusing Operational Performance Planning for Operations - Presenter: Colin Snow, VP and Research Director – Operational & Supply Chain Performance Management The stark reality of operations is that change is constant and each day organizations are adjusting their plans and activities to meet customer demands and operational responsibilities. Because many of these changes are not tracked and examined, organizations can stray from sales agreements and operational plans - leading to frustration and tension between management and sales. As organizations realize the limitations of applications such as spreadsheets, there is new pressure to coordinate and collaborate on operational plans for better utilization of assets and resources. When adopting operational performance planning as the centerpiece of management and decision processes, companies see the need for new applications and capabilities that help synchronize sales and operations for improved operational performance. In this session, you will learn how to jump-start you operational performance planning process for success. Register today: www.ventanaresearch.com/connections
  8. 8. ���� The BI Conference for Operational and Customer Performance Management Sessions - Customer Performance Management Track ■ 9:30-10:15 AM Innovating Customer Performance Presenter: Richard Snow, VP and Research Director - Customer and Contact Center Performance Management The necessity of maximizing the value of customer relationships has driven many organizations to dramatically shift how they operate. Improving profitability and achieving customer satisfaction is a difficult balance. Fortunately, there are new techniques and methods to improve existing processes and create news ones that are directly supported by new types of business technology and applications. Customer Performance Management is one of the newest approaches focused on customer centricity and the methods to improve the operations and performance level requirements of your organizations. Accomplishing this in reduced time, cost and risk is readily talked about, but not easily achieved. With new techniques in working across departmental areas from marketing and call center organizations, there are applications that can help integrated a single version of the customer and operate with new types of customer planning and responsiveness. This session will guide you on ways to integrate business technology within your customer operations and processes to maximize value from your customer relationships. This session will also set the foundation for the following sessions in the Customer Performance Track. ■ 10:45-11:30 AM Simplifying Information Management for Operations Presenter: David Stodder, VP and Research Director - Information Management and IT Performance Management The mission to create a 360 degree of your customer has been a decade-long, but now is essential to centralizing and maximizing customer interactions and making the most accurate business decisions. How do you achieve this? New advancements in information management from a business and technology perspective have made this possible at a fraction of the cost previously seen. Rationalizing your data is one step, but bringing your documents, reports and relevant information into a common repository requires effort. In addition, having the consistent context and usage of information requires tackling the information governance and master data management (MDM) technologies to establish the information management foundation you require. This session will look at the latest in utilizing information management technology including techniques and processes like data governance, MDM, data quality and integration technologies. This session will highlight our Customer Information Management, Master Data Management and BI & Search research from the last 12 months to provide you with the ability to know how you compare with your peers in the industry. Register today: www.ventanaresearch.com/connections
  9. 9. ���� The BI Conference for Operational and Customer Performance Management ■ 11:45 AM - 12:30 PM Building Customer Operations and Customer Experience Management Systems that Matter Presenter: Richard Snow, VP and Research Director - Customer and Contact Center Performance Management The mandate to improve customer relationships starts with an organizational and process-based focus to ensure the right level of customer operations for achieving the performance desired. At the heart of this process is an efficient set of applications and business technology that can help improve the customer experience and relationships. Improving customer interactions happens in the call center. Having efficient methods to support the agents and helping them improve their own performance should be part of your overall customer operations strategy. Providing the right level of rewards, training and guidance is possible by leveraging performance management systems. This session will look at the latest in processes and technology to provide the information required for improving customer operations. It also includes an examination of the latest in customer experience management and information technology that utilizes events and analytics. This session will highlight our latest Customer Information Management, Customer Interaction Technology and Contact Center Performance Management research to provide you with the ability to know how you compare with your peers in the industry. ■ 2:00-2:45 PM 2006 Leadership Award Winner - KLA Tencor - Best Practices Case Study Presenter: Stephen Stone, KLA Tencor This session, presented by Stephen Stone of KLA Tencor, will examine the best practices and experiences that helped the company improve customer service and operational performance. Through the right level of effort in processes and systems, transformations can be made in helping organizations strive to reach the right level of customer and service level agreement objectives. KLA Tencor was the 2006 Award Winner in best practices for Performance Management. Register today: www.ventanaresearch.com/connections
  10. 10. ���� The BI Conference for Operational and Customer Performance Management ■ 3:00–3:45 PM Eliminating Spreadsheets and BI Barriers to Customer Insights and Metrics Presenter: Robert Kugel, CFA, SVP and Research Director - Financial Performance Management Managing the spreadsheet dilemma and eliminating the million points of truth is now one of the largest business and technology challenges of organizations. Are you addressing it? In addition, many organizations do not have one BI system but dozens of them that are providing information to customer facing individuals and organizations. New advancements in controlling the access and delivery of spreadsheets have now been tested and available for any size organization. This session will look at the latest in business technology that can help you remove the spreadsheet dilemma and get on a track of having consistent customer insights and metrics. New techniques will put the lid on the million points of truth found in spreadsheets. ■ 4:00 – 4:45 PM Leveraging Customer Analytics and Information Across Contact Center, Sales and Marketing for Success Presenter: Richard Snow, VP & Research Director – Contact Center Performance Management Operational Performance Management would not be complete without a focus on the customer and the insights and information needed to optimize operations across departments and processes. Utilizing analytics to understand the probability and predictability of customer behavior is critical to determine the likelihood to generate revenue and meet operational targets. New advancements in utilizing customer data and applying analytics, along with providing high quality and consistent customer information, is core to your Operational Performance Management strategy. This session will look at the latest in business technology that gives you the competitive insights and capabilities to achieve your targets, while streamlining customer operations. The opportunity to fully derive the value from your customer assets - the generation of repeat and increased business - is available to you, but will require deeper insight into the customer experience. This session will also highlight our Customer Information Management, Customer Interaction Technology and Contact Center Performance Management research and technology insights from the last 12 months to give you the ability to know how you compare with the rest of the industry. Register today: www.ventanaresearch.com/connections
  11. 11. ���� The BI Conference for Operational and Customer Performance Management Event Activities Registration & Fees Welcome Reception Connections 2007 Kickoff the event enjoying food and drinks in a beautiful room with breath- taking views of the San Francisco Bay. Mingle with Ventana Research ■ $399 Early Bird price analysts and other conference attendees in this informal setting. (available until September 10) Awards Luncheon ■ $499 Standard price The Ventana Research Performance Management Leadership Awards for unlimited access to recognize organizations that have demonstrated leadership in orchestrating Connections 2007 people, process, information and technology for optimum business impact. conference sessions, Winners of the 2007 Performance Management Leadership Awards will be keynotes, special networking announced at the Connections 2007 luncheon. Also, selected winners will events, expo and meals. present their case studies throughout the day. The award focus areas are: Overall, Finance and Workforce, Operations, IT Performance and Information Team Registration Discount* Technology. When you register three colleagues from the same company at the same time with payment, the fourth colleague may attend for free! Early bird and standard pricing applies. To receive this discount, please email: connections @ventanaresearch.com before registering. Solutions Expo and Networking Reception Register now for Connections Join us for an evening of networking and learning in the Solutions Expo. 2007 at www.ventanaresearch. Solution providers will be on hand to demonstrate and discuss their latest com/connections Performance Management products and service offerings. Analysts and speakers will be available for additional exchange of ideas. Substitution and Cancellation Policy Substitutions may be made at any time by emailing notification to connections@ventanaresearch.com. Cancellations communicated to Ventana Research by October 1, 2007 are subject to a $100 processing fee. Registrants who either cancel after October 1, 2007, or do not attend the conference are liable for the full registration fee. *Team discounts apply to end user organizations only. Register today: www.ventanaresearch.com/connections
  12. 12. ���� The BI Conference for Operational and Customer Performance Management Hotel and Travel Connections 2007 Hotel Marriott San Francisco Airport, 1800 Old Bayshore Highway, Burlingame, CA, 94010 Phone: 650-692-9100 The Marriott San Francisco Airport Hotel is located just minutes from the San Francisco International Airport, and 15 miles from downtown San Francisco. Their newly renovated rooms, many with magnificent bay views, offer Wired for Business®, providing high speed Internet access. Connections 2007 Hotel Room Rates Marriott San Francisco Airport $189 for a Single or Double. This special hotel rate has been negotiated for Connections 2007 attendees only. You must register by October 1 to ensure a reservation at the discounted rate. Please call to make a reservation. Reservations 1-800-228-9290 or online at www.marriott.com. Transportation San Francisco International Airport is approximately 1 mile away from the Marriott and the hotel offers a complimentary airport shuttle service available 24 hours a day to/from SFO International Airport. You can also take a taxi for approximately $7 each way. Hotel Parking Self-parking charges for guests are $1 per hour ($20 max per day). Overnight guest self-parking is $17 per day. Valet parking is available for $20 per day. Weather The average high temperature for San Francisco is 70 degrees and the average low is 53 degrees. Check out the current weather for San Francisco at www.weather.com. 1900 S. Norfolk Street Suite 280 Dress San Mateo, CA 94403 Dress for the conference is business casual. Tel: 650-931-0880 www.ventanaresearch.com © 2007 Ventana Research, Inc. Trademarks are the property of their respective owners. Register today: www.ventanaresearch.com/connections

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