Sponsor Presentations

San Jose, MAY 3-7, 2010

Tue May 4 9:45-10:15am

Managing Forward: Customer Experience Analytics that Predict Future Success

Larry Freed, President and CEO, ForeSee Results

Web analytics have evolved from basic behavioral tracking to a sophisticated nexus where customer data from many analytic sources and channel touchpoints can be linked and analyzed. The next stage of analytics is to quantify role of the web within the larger customer experience, and enable executive management to strike the balance between delivering a great customer experience and achieving better financial results. Larry Freed is President and CEO of ForeSee Results, a leading customer satisfaction management company with solutions based on the American Customer Satisfaction Index (ACSI). With 20 years of senior management experience, Mr. Freed has directed numerous e-commerce and technology initiatives. An expert on web customer satisfaction, he is a frequent commentator on measuring online customer satisfaction and has been cited in numerous publications and media, including: The Wall Street Journal, The Washington Post, Internet Retailer, Computerworld, ClickZ, Information Week, Investor’s Business Weekly, CNN, CBS Market Watch, CRM Today, Destination CRM and Federal Computer Week, among others.

Tue May 4 10:15-10:25 am

Don’t do web analytics blindfolded: iPerceptions will be announcing major product developments to boost online results.

Claude Guay, iPerceptions

Presented by iPerceptions, a leading web-focused Voice of Customer analytics provider.

Tue May 4 10:50-2:00

What’s New with Google Analytics

Brett Crosby, Google Analytics

Wed May 5 9:50-10:20am

Exploiting Emerging Business Opportunities with Meaning Based Marketing

Andrew Jenks, CEO, Autonomy Optimost

The more you understand your customers and their behavior, the better you can market to them. However, most approaches to understanding online customers are limiting, as only a subset of data is analyzed long after the initial touch point when the opportunity has already vanished. This session will show you how you can use Meaning Based Marketing to automatically understand customer behavior, information and sentiment; uncover new trends as they emerge; and capitalize on profitable business opportunities at the speed you need to stay competitive. Through real life customer examples, you will learn how to discover and generate new customer segments, identify emerging keywords to optimize against, and determine the best way to market to your customers using multivariable testing, pattern-matching technology, and adaptive targeting.

Wed May 5 1:55-2:05

Thinking Outside the dashboard: Moving your web analytics program from reporting to action

Akin Arikan, Director of Product Strategy ,Unica

Gil Roeder, Director, eBusiness at Black Rock

Based on his experience leading web analytics programs at major financial institutions, hear how Gil Roeder, Blackrock, helps his organization move from reporting to action. This session includes various nuggets from Gil’s experience on integrating web analytics more deeply within the organization.

Wed May 5 5:40-5:50pm

Are bloggers representative of a brand’s customers and prospects or do they mainly represent outliers?

Zach Vetter, Vice President of Research Operations, OnResearch

OnResearch’s Vice President of Research Operations, Zach Vetter, will present findings of proprietary primary research OnResearch has conducted. The presentation will compare the quantitative results from a survey of 524 North American consumers regarding their impressions of 50+ major brands to qualitative results from the analysis of over 250,000 blog posts relating to these same 50+ brands. The brands reviewed cover a broad range of categories and examples include Adidas, Blackberry, BMW, Dell, Gucci, FedEx, Mastercard, McDonald’s, ING, Pepsi, Pizza Hut and Starbucks.

Findings will include insights regarding demographic differences (age, gender, employment) as well as differences depending on a consumer’s relationship with a brand (customer vs. non-customer). The research also investigates how a brand’s level of awareness amongst consumers impacts its favorability as well as its likelihood to be blogged about.