Live from Washington DC!

Your Host Gary Lemke

"The eCustomer Experience"   Key3Media, producers of Customer360 Conference and Expo, is proud to announce RealMarket Live!, the highly successful webcast program, will be broadcast from Washington, DC, May 8th, 9th and 10th. RealMarket Live! is a weekly webcast addressing the most important and relevant issues facing customer management organizations. It is an interactive, talk radio discussion format of the industries best and brightest minds. If you are involved in managing customer relationships over the Internet, managing a call center, supporting technology or just interested in the future of the industry, make sure you hear from RealMarket.

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Didn't make it to Washington, DC?    Catch the action by listening to a webcast replay. Just click on the session () you want to hear. Webcasts available starting May 11th, 2001.

AGENDA
Tuesday, May 8, 2001
8:30 a.m. - 9:45 a.m.		ASPs: Truth or Dare    With increased demands on infrastructure, general deployment issues and IT personnel shortages, more and more companies are looking to alternative sourcing strategies for some or all of their customer management services. Concurrently, the promises associated with Application Service Providers (ASPs) have not always been delivered. Get the inside story on what ASP promises you can believe and which ones you should avoid. Panelists:
		Tom Brennan, Vice President, ManagedOps Art Coombs, President, EchoPass
1:00 p.m. - 2:15 p.m.		New Self-Service Strategies for the New Millennium     The number of customer inquiries seems to increase faster than you can add personnel to address the inquiries. In addition, customers expect 24 by 7 by 60 by 60 and are not willing to wait. Learn what new self-service strategies will allow you to scale customer service and extend hours of operation without adding customer-facing personnel. Hear what leading organizations are doing today to provide best-in-class self-service and assisted service. Panelists:
		Anna Clepper, Vice President, Motive Communications Rick Joslin, Vice President, ServiceWare Glenn Berkwitt, Vice President, Primus Brian Tuller, SVP eService Marketing and Business Development, Firepond Kurt Johnson, Vice President, Courion Steve Robins, Director of Product Marketing, Broadbase John Chisholm, President, CustomerSat
2:30 pm - 3:45 pm		Transforming the Call Center into a Multi-media Contact Center      The telephone is not going away as a primary channel of customer communication. However, it is no longer the exclusive domain of the call center. Web interactions including chat, wireless, e-mail and electronic kiosks will have a profound impact on the quality of customer service. Once considered a luxury or competitive differentiator, multi-media strategy for customer communication is rapidly becoming a necessity. Learn how to manage the transition from a call center into a multi-media contact center and what technologies are available to help make the change. Panelists:
		Lawrence Byrd, Chief Strategy Officer, Avaya David Fuller, Director, Interactive Intelligence Jeff Parriott, Vice President of Business Devleopment, Synchrony Oscar Alban, Product Consultant, Witness Systems Kris Wegmann, Director of Corporate Development, Vertical Solutions
Wednesday, May 9th, 2001
8:30 a.m. - 9:45 a.m.		Customerizing Your E-Business      What's the difference between a customer and an e-customer? Nothing. Every successful e-business must incorporate the time-proven tenets of old-fashion service - but in completely new ways. Hear what many industry titans are doing to help pure dot- coms and click- and- mortar companies customerize e-business. Learn how their clients are using technology to manage the rising expectations of customers in a wired world. Panelists:
		Harold Goldberg, Vice President and General Manager Remedy Michael Bettua, Vice President, Kana Paul Rosenblum, Vice President, Blue Martini Roque Versace, Vice President Product Management, Broadvision
1:00 p.m. - 2:00 p.m.		State of the Industry - Panel Discussion      Do you have questions? We have answers. Challenge this blue-ribbon panel of industry experts with your toughest questions about various vendor offerings, new strategies in an e-customer world and what trends will dominate customer management in the coming years. This panel will provide you with a great opportunity to ask the best and brightest minds in customer management. Panelists:
		Mary Wardley, Research Director, IDC Chris Fletcher, Managing Director, Aberdeen Aaron Zornes, Executive Vice President, META Group Tim Schmidt , Managing Partner, Encore Consulting
2:30 p.m. - 3:45 pm		Has CRM Lost its Mojo? - The Future of CRM and e-Business      Customer Relationship Management (CRM) is an often-used and often misunderstood term. As organizations struggle to better manage the eCustomer Experience, has CRM lost its edge in favor of more glamorous e-Business initiatives or is it losing favor in the office of the CEO? Listen to industry experts explain their investments in CRM and eBusiness so you can decide for yourself whether CRM has lost its mojo. Panelists:
		Matt Duncan, Vice President, Pivotal Brad McCoy, Vice President, Onyx LeAnne Stowe, Director of Product Marketing, Delano Technology Mike Merriman, Vice President, Knowledge Impact Chris Ryan, Vice President, FrontRange Solutions
Thursday, May 10, 2001
8:30 a.m. - 9:45 a.m.		Click for Assistance - Dont' Make Your Customer Go it Alone      When self-service works it is great. When it doesn’t, it can be a very frustrating experience for the customer and a very costly mistake for your company. In today’s world, self-service is not enough. A seamless transition to assisted service is a must to keep your customers from leaving you. Learn what strategies and technologies are available so you don’t make your customers “go it alone.” Panelists:
		Craig Stanford, Director of Marketing Programs, Talisma Dr. Walter Tackett, Co-Founder, NativeMinds Mike Sayer, President and CEO, Hipbone Kael Kelly, Director of Product Marketing, Par3 Communications Chris Derossi, Co-Founder and CTO, ePeople