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Comdex Fall 2001 Occurred on November 12-15, 2001
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Internet Integration: Making It Happen
Today, more than at any other time in history, we need to figure out how to effectively integrate technology into our business models. In the recent budget-constrained environment, companies need specific answers on how to efficiently deploy, manage, and integrate technology into their business functions. There are no easy answers, but learning from experienced practitioners will help. Hear our experts from executive management and marketing, sales customer service discuss how they have succeeded in today's environment and the mistakes they made along the way. Walk away with a clear view of what it takes to successfully integrate the Internet into your business and get answers to your specific questions.
Marketing and Branding in Today's Turbulent Economy
Monday, November 12, 10:15 - 11:30am
Despite the dot-com bust, the Internet still impacts they way we should be marketing and branding our companies. Integrating traditional marketing methods such as trust, customer loyalty and long-term relationships with Internet-based methods is key. In addition to TV, radio and print, a company's Web site, e-mail response time, message board participation, banner ads, newsletters, and other Internet-based tools can be used to establish the brand and image of the company. How should companies change their marketing and branding activities to integrate the Internet? Our panelists share their views on how to create and manage marketing, PR and a brand in today's turbulent times.Customer Service for Your Company: Technology or Humans?
Monday, November 12, 1:15 - 2:30pm
Back in 1995, using the Internet was simple. There were low expectations, no commerce, and the customer was happy if a site came up and had reasonable content. This is no longer true. With competitive prices and comparable products only a click away, how your customers interact with you will directly impact their satisfaction and loyalty to your product or service. Should this interaction be with humans, technology or both? How is Internet-based technology improving (or detracting) from customer service today? Hear about the state-of-the-art in delivering customer service and discover when to use technology or humans to satisfy customers' needs.Legal Survival Guide
Tuesday, November 13, 10:15 - 11:30am
This is your legal survival guide for businesses in B2B, B2C, C2C and P2P e-commerce. Learn what your potential liability is if your system is unwittingly used by somebody as a launching pad for a denial of service attack or other hacking. What if your address book is hijacked to send out viruses? How do you defend yourself against employees stealing your intellectual property? What do you need to know to ensure that you own the copyright to your Web site? (The answer is NOT obvious.) Exactly how do you sign an e-mail to create a binding contract? Learn what you can do to prevent your company from being sued in a class action suit, why you must post a privacy policy and what it should say. We will teach you the business law that's practical to your business today.E-Globalizing Your Business for the Second or Third Time
Tuesday, November 13, 1:15 - 2:30pm
Creating a global presence entails more than putting up a Web site and saying, "We take orders from around the globe." As important as having the right technical infrastructure in place is being able to ship products, manage your customers, and ensure that your content addresses the needs of your customers and prospects in a way that respects their culture. The message needs to be in the right language and right tone, and convey the proper nuances for the audience. Our experts will provide a plan of action and share insights on successful and unsuccessful attempts to make this happen.Delivering Products to Your Customers
Tuesday, November 13, 2:45 - 4:00pm
Although the rules of product delivery continue to evolve, the need to deliver products to customers in the promised time frame remains intact. With the advent of "Internet speed" and the increased number of partners in the value Web that can produce and deliver your products, how does a company ensure that the products it (or its partner) sells reaches clients in an efficient manner? How can the Internet be utilized to help facilitate efficiency in the way goods are delivered and returned? Learn the strategies and methodologies being deployed today to directly or indirectly deliver products to customers in an efficient manner.Applying Technology for Collaborative Commerce
Wednesday, November 14, 1:15 - 2:30pm
Time-to-market and time-to-revenue are critical to a company's viability and profitability. A key element of success is to automate and integrate the transaction and exchange of business documents across partners. This strategy will provide efficiencies while minimizing errors and enhancing automated point-to-point. Leveraging an organization's existing technology infrastructure is key if the investments and ROI in existing technology are to be realized across the trading community. This panel will explore the business issues and requirements for deploying and utilizing e-commerce systems that provide true trading partner collaboration. Hear about some of the best practices, methodologies and tools being used today.Today's Hottest Applications and Technologies
Wednesday, November 14, 2:45 - 4:00pm
Today, there's a lexicon of applications and technology that promise (or have promised) to be the next big wave of computing. These include Open Source, e-learning, Java, Web services, application-to-application (A2A), peer-to-peer (P2P), the B2B2C portal model, dynamic pricing/exchange model, market-to-market/e-commerce networks, n-tierprise/extended enterprise models and dynamic collaborative commerce (DCC) to name a few. Which applications, technologies and models should you pay attention to? Which are just passing fads? Our expert panel will share their views on which technologies and applications you should pay attention to and which you should ignore.
Business Transformation
We are nearing the end of the industrial age and transitioning to the Internet age. Corporations need to use technology as a catalyst to change their relationships with their customers, partners and employees to reflect the new ways we can conduct business. Are you and your company ready to embrace the necessary changes? How should your organization evolve to align the vision, goals, values, structure, process, leadership and people? What tools can help enhance the value systems of your workforce, partners and customers? What is the future of (e-)business in the next two, five and ten years? Come hear our experts lay the foundation for business transformation. You will take away new ideas and strategies for transforming your business and learn from real-life case studies.
Strategic (E-)Business Transformation
Monday, November 12, 10:15 - 11:30am
To transform a company for the Internet age, setting strategies and laying the right foundation for managerial and organizational activities is key. Our panelists will help you build strategies and processes to help transform your business.You will walk away with ideas of what to do to transform your company into one that efficiently integrates the Internet into how it conducts business.The Story of Process: Business Models for the 21st Century
Monday, November 12, 1:15 - 2:30pm
Evolution of successful business models depends on their ability to evolve in ecosystems of process, gaining market share and value in physical and digital economies. Case studies will show how the transformation from analog to digital created the opportunity for entirely new business models to evolve and flourish. Each example will show how digital commerce will change the business landscape, and how successful e-business models will evolve in the 21st century.The Future of (E-)Business PowerPanel
Monday, November 12, 2:45 - 4:00
All through time, the question on every businessperson's mind is "What is the future of business?" Some folks think in terms of days and months, others think in terms in quarters, others think in terms of years and yet others think in terms of decades and centuries. Regardless of your time horizon, it's impossible not to notice that the Internet has helped facilitate the rapid increase of change over shorter periods of time. Having a good sense on where (e-)business is heading will help you plan and react to changes in your environment. Our expert panelists will peer into their crystal balls and predict where we're headed over the next 2, 5, 10 and/or 25 years of business.Future Panel: Top 2002 (E-)Business Trends
Tuesday, November 13, 10:15 - 11:30am
Over the next few years, we will see continuous change in how companies operate and interact with their employees, partners and customers. What will be the top business trends in 2002? Will customers really win in 2002? Will merged functional disciplines within companies emerge? The more you know about the future, the better prepared you can be for it. Our panel of experts will discuss their predictions for what will happen in 2002.Lessons Learned From B2B-Focused Companies
Tuesday, November 13, 1:15 - 2:30pm
A number of the high-flying dot-com companies, as well as the traditional company-based exchanges, are now struggling to survive. Nevertheless, there is still a lot of money being transacted over B2B networks and this number represents the bulk share of e-commerce related transactions on the Internet. In the ever-changing world of B2B commerce, what lessons can be learned from others' experiences? This panel is focused on sharing lessons learned from those that have tried it themselves.Lessons Learned From Consumer-Focused Companies
Tuesday, November 13, 2:45 - 4:00pm
B2C commerce has been announced dead by analysts and members of the media. This statement is simply not true. Whether it's Amazon.com, Bluelight, Sears, Lands End or other consumer-focused companies, the Internet-based revenue (direct, Web-shifted or Web-assisted) of these companies continues to grow at a solid pace, while they are experiencing increased brand recognition in the marketplace. Most consumer-focused companies today are working diligently to turn a profit. Many traditional companies now recognize that the Internet channel compliments, not cannibalizes, their other channels. Come hear this panel discuss the lessons learned from being on the front line driving B2C e-commerce.Organizational Development: Structures Your Company Should Think About
Wednesday, November 14, 10:15 - 11:30am
To change how we interact with employees, partners and customers, a dramatic change to the functional disciplines within companies needs to occur. Organizational alignment and efficiency requires several interdependent components to be in alignment, including vision, goals, values, structure, process, leadership and people. Achieving alignment of these components is difficult in today's fast-paced, rapidly changing business environment. Companies need to balance the demands placed on them with the need to create strategies and processes required to achieve them. Our panelists will discuss what it takes to develop the organizational structure your company should have to survive in the future.E-Learning: The Way to Transition Your Employees, Customers and Partners?
Wednesday, November 14, 1:15 - 2:30pm
The continued proliferation of content and use of e-mail, the Web and wireless devices for distribution and communication are adding to the burden people feel in trying to keep up. We need to educate our employees, customers and partners on the new ways to interact and conduct business. There is not enough time nor resources (money and people) available to do this with traditional on-ground programs. Is e-learning the solution? Have e-learning systems/tools/content progressed to where they add value? Should you complement your online program with an on-ground component (and vice versa)? This panel will share the dos and don'ts and their lessons learned in driving e-learning solutions.
Knowledge Management Essentials
The Knowledge Management Essentials program is devoted to business professionals responsible for implementing technology projects. The program will focus less on "bits and bytes" and more on the "why and how to." It will provide everything you need to know before launching a knowledge management (KM) initiative. If business or project managers attend every session in this program, they'll have all the basic information necessary to launch and manage a knowledge management initiative. Alternatively, you can pick and choose sessions to fill any gaps in your knowledge.
State of the Industry…and Vision of the Future
Monday, November 12, 10:15 - 11:30am
If you want to know where the industry really is today and where it's headed, then you must attend this session. Where does KM leave off and e-support begin? Have they blended to the point of becoming one? This presentation will review the "state of the industry" from an e-support/KM perspective. It will identify the opportunities and challenges, as well as emerging trends and software suppliers, that are using the Internet in new and innovative ways.Knowledge Architectures: An Overview and Discussion of Leading Tools
Monday, November 12, 1:15 - 2:30pm
KM is not a technology; it's a business model. It requires a complex architecture of technology and the integration of a variety of tools. This session will provide the fundamental understanding of that architecture, plus a review of the top products in each category. This is a must-attend for anyone tasked with defining, selecting or approving those tools.The Knowledge Engine: Understanding the "Heart" of Knowledge Management
Monday, November 12, 1:15 - 2:30pm
Natural language queries, case-based reasoning, decision trees, expert models and artificial intelligence - all are valid approaches for the so-called knowledge engine. Different vendors use different approaches and each argues that theirs is the best (and some combine them). Which one is right for your application? This session will provide attendees with an understanding of the strengths, weaknesses and appropriate use for each approach.Integrating KM and CRM: Creating the E-CRM Contact Center
Tuesday, November 13, 10:15 - 11:30am
The integrated contact center…taking phone calls, emails, Web chat, and more. Customers solving their own problems on the Web. At the center, a knowledge management system. Is anyone really doing it? What are the challenges? What are the benefits? Come hear a panel of experts debate the pros and cons and give their perspectives on the "new customer support."Selecting a Technology Partner: The Key to Success
Tuesday, November 13, 2:45 - 4:00pm
Technology is truly the 'enabler' of KM. Therefore, selecting the right technology partner(s) can make or break your KM initiative. In this session, we'll provide a checklist for selecting your technology vendor AND implementation partner. Should they be the same or are there valid reasons to keep them separate? Come find out.Impact on Business Processes (Reengineering)
Wednesday, November 14, 10:15 - 11:30am
KM suffers many of the same symptoms as CRM - lots of hoopla, but not so many success stories. In fact, it seems that more and more we're hearing about failed KM initiatives. Learn to avoid the common pitfalls and achieve success by adapting processes to new technology.
Customer Relationship Management Strategies
Customer Relationship Management (CRM) is too essential to your business to go it alone! This program will provide IT and business management prescriptions from the leading IT industry analyst firm, META Group. Their key CRM analysts will provide the "big picture" industry scenario to outline the key technology trends and leading/upcoming CRM vendors. Attendees will also learn about organizational and ROI strategies designed to keep CRM initiatives vital and upbeat during the current slow economy.
Operational CRM: Transforming While Performing
Tuesday, November 13, 10:15 - 11:30am
The "new relationship" economy dictates that we turn the company inside out and redesign around the customer. Organizations must base their CRM strategies on a multiyear adoption cycle where the final step is to converge on a panoramic view of the customer based on enhancing product and brand management with customer segment management. While dot-coms do this in six months (or become dot-bombs), other enterprises must scale the adoption cycle and map their organization's journey by capitalizing on the changing nature of e-business to uphold the customer as the design point of a CRM ecosystem.Analytical CRM: Fusing Analytics Into Customer Touchpoints
Tuesday, November 13, 1:15 - 2:30pm
As customers assimilate technology into expectations of how they want to be sold to and serviced, enterprises not oriented around customer-focused processes and leading-edge technologies -such as data warehousing, data mining, data profiling, OLAP and integration middleware - will find themselves at a competitive disadvantage. In the past CRM technologies focused on stove-piped sales, marketing and service applications, but today's business survival demands cross-functional solutions that integrate a wide range of applications into a unified CRM ecosystem. This session will explore reconciling batch-like macro analytics (enterprise data warehouse) with "near real-time" micro analytics (Web-originated data feeds) and enriching customer data from third-party sources.Lifestyle Computing: The User Takes Center Stage
Tuesday, November 13, 2:45 - 4:00pm
During the next few years, several end-user computing trends will converge, ushering in a new era that places a greater importance on user requirements. This shift to "lifestyle computing" will challenge long-standing perceptions and practices throughout the industry and within IT departments. Compounding these technology trends are major sociological shifts: decentralization, the changing nature of work, the rise of the knowledge worker, and the blurring of work and home. This presentation will explore strategies for staying in front of the customer evolving the user experience and defining and implementing privacy policies to create organizational balance among security, privacy and profiling.CRM Technology: Instrumenting the Customer Relationship
Wednesday, November 14, 10:15 - 11:30am
The "dark side" of CRM is the investment necessary to customize and integrate the newly purchased CRM applications - both front-office (sales, marketing, service) with back-office (supply chain, accounting) and best-of-breed purchased applications with the CRM suite. Critical technologies abound - services-based architectures, adaptable foundations, internal and external integration middleware, and B2B net markets to name a few. This presentation will explore crafting the necessary CRM journeyman's toolkit and technology foundation, "the CRM technology ecosystem," to support operational, collaborative, and analytical CRM; extending the capability of packaged CRM applications by leveraging proven application extension (EAI/IEI), integration and management strategies.Pervasive Collaboration: The Glue That Binds Relationships
Wednesday, November 14, 1:15 - 2:30pm
Lifestyle computing shifts the "balance of power." Businesses will need to accommodate this or die trying. Clearly, the consumer and corporate IT markets are colliding as customers/users are increasingly surrounded by ubiquitous technology-based touchpoints. Concurrently, the ability to tap content and expertise with increasing accuracy will become critical to corporate CRM strategies. This presentation will help prepare IT managers to embrace the broader customer base as "corp.com" becomes intertwined with "lifestyle.com." We will cover enabling collaboration during customer/supplier engagement with e-marketing and e-service, utilizing personalization and rich media; and aging gracefully as wireless becomes the next "hot" touchpoint.Real-Time Marketing: Beyond Campaign Management
Wednesday, November 14, 2:45 - 4:00pm
Businesses must assess their current and future needs for integrated multichannel management, real-time marketing and analytical CRM, and match these with the functionalities of the enterprise marketing automation vendors. They must look beyond traditional campaign management for solutions that enable real-time interaction management with customers, spanning all customer touchpoints to achieve integrated customer interaction management/collaboration. Such tools will enable enterprises to better target customers and prospects with focused offerings, increasing marketing effectiveness while dramatically reducing costs. We will discuss transforming marketing into CRM - from products and programs to customers and events; enabling real-time marketing - interaction management and architecture, and masterminding fresh new roles in marketing.Wrap-up: Your Keynote
Thursday, November 15, 10:15 - 11:30am
This is your keynote. This is your chance to be heard. What questions did we not address? There will be a lot of content covered in this conference over the previous three days. What did we miss? What burning questions did you not get answered? We will gather as many speakers from the past three days to attend this session and give you direct answers to your questions, as well as discuss what they saw at COMDEX Fall 2001 and what they expect to see in 2002.
