Forrester's Forum For Application Development & Delivery Professionals

Drive Customer Experience With Smart Technology Solutions

Thursday, October 17, 2013 - Friday, October 18, 2013Indianapolis, IN
  • Thursday October 17

    • 08:00 AM - 09:00 AM

      Networking Breakfast
    • 08:00 AM - 08:50 AM

      Breakfast Presentation With Rally Software: Millennials, Cars, And Your Agile Business Imperative

      So you want to move from systems of record to driving customer experience with smart technologies? Rally Software Development believes that the most important question is how you are going to make this transition, not what technologies, teams, or leaders you need. This three-part talk will deliver 10-minute vignettes on harnessing complexity through building an Agile business. Specifically, the vignettes will cover building the right thing, building it right, and managing the organizational transition.

    • 09:00 AM - 09:25 AM

      Drive Customer Engagement With Smart Technologies: Opening Remarks
    • 09:25 AM - 09:55 AM

      Prepare For The Mobile Revolution

      The future of mobile development is complicated. Adapting to smaller screens, different programming languages, and a fragmented landscape of operating systems is only the beginning. The key? Mobile development hinges on context. In this session, you will learn:

      • How changing consumer behavior is influencing the evolution of mobile services.
      • Why mobile services will diverge from those on the PC or tablet.
      • How key trends in mobile will affect application development.
    • 09:55 AM - 10:25 AM

      The True Power of Mobile (Hint: It’s Not The Device!)

      How many mobile devices do you carry with you? Two, three, five? How many apps do you depend upon? While smart mobile devices are now part of our persona, feature phones power opportunity for entire populations. So, what makes the smart device and the feature phone indispensable? The magic lies in connectedness. During this session, you’ll learn about core network services that empower mobile and edge technologies.

    • 10:25 AM - 10:55 AM

      Platinum Sponsor Keynote With BlackBerry: Enterprises Need More Than Email: Enable Cross-Platform Apps

      Choice — users demand it, and developers require it. In a world with so many choices and where mobile devices are as powerful as the computers they are replacing, how can enterprises move beyond using these devices solely for mobile email? This session will review many of the challenges and opportunities available for enterprises to move beyond email today.

    • 10:55 AM - 11:40 AM

      Morning Networking Break In The Solutions Showcase
    • 11:40 AM - 12:25 PM

      Track A

      Strategy: Strategies For Great Customer Experiences

      Strategies For The Mobile Revolution

      The future of mobile development hinges on context, but how do you best develop mobile applications that are adaptive and contextual? In this session, you will hear:

      • What your options are for designing and developing mobile service to support multichannel, adaptive applications.
      • Why future mobile experiences go "beyond the app" and tactics to drive development.
      • How to change development teams, tools, and processes to deliver engaging, five-star experiences.
    • 11:40 AM - 12:25 PM

      Track B

      Delivery: Deliver Great Customer Experiences

      Modernize Digital Experience Delivery

      During this session, you’ll learn how an organization has transformed itself to better support customers in the digital channel. Join us to learn:

      • How to organize your eBusiness and IT teams for digital experience delivery.
      • How to effectively work with third-party organizations supporting digital experience initiatives.
      • Why implementing Agile methodologies has been critical to digital experience delivery.
    • 12:25 PM - 12:30 PM

    • 12:30 PM - 01:00 PM

      Guest Executive Forum With EffectiveUI: Integrated Thinking: The Answer To Enterprise IT’s Perpetual Struggle

      For internal teams tasked with creating and updating applications, on-time and on-budget are not the only measures of success. How can IT truly deliver useful, usable and desirable applications? We will share a recent survey that uncovered IT teams' top challenges and how these can be overcome through "integrated thinking."

      • What is the delta between how business decision-makers think IT teams are doing and how IT teams themselves think they are doing?
      • How can integrated thinking help internal development teams address a lack of direction and shortage of talent when it comes to creating new and updating existing applications?
      • How can IT do a better job of meeting users' needs for better software?
    • 12:30 PM - 01:00 PM

      Guest Executive Forum With MicroPact: How Dynamic Case Management turns BPM On Its Head

      For many, BPM platforms are the go-to solution for on-the-fly application development. Yet in an environment where more and more work is being recognized as casework, BPM technologies and methodologies often fall short. In this session, you will learn how in a dynamic case management environment:

      • Information is elevated over policies and procedures
      • Application development is accelerated
      • Users become part of the development process and drive system adoption
    • 01:00 PM - 02:00 PM

      Networking Lunch And Dessert In The Solutions Showcase
    • 02:00 PM - 02:45 PM

      Track A

      Strategy: Strategies For Great Customer Experiences

      Accelerating Customer Experience With Business Capabilities For Engagement

      Customer life-cycle technology is a complex ecosystem. Taking siloed, ad hoc approaches to managing technology portfolios will not work. Instead, you must map business capabilities to your technology portfolio — not an easy task. In this session, you will learn:

      • How to establish customer life-cycle technology that corresponds to your customer journey.
      • What a customer service technology capability map looks like.
      • How to begin the process of mapping your needs to customer life-cycle services.
    • 02:00 PM - 02:45 PM

      Track B

      Delivery: Deliver Great Customer Experiences

      CRM In The Age Of The Customer

      Organizations struggle with how to define the right customer strategies, re-engineer processes, and deploy appropriate technologies that have a positive impact on customer experiences. This session will address top customer relationship management (CRM) strategies and tactics, such as:

      • How to take an “outside-in” approach when planning for CRM.
      • What the impacts are of software-as-a-service, business process management, social, mobility, and big data on CRM.
      • How to craft a CRM road map that supports customer experience.
    • 02:45 PM - 02:50 PM

    • 02:50 PM - 03:35 PM

      Track A

      Strategy: Strategies For Great Customer Experiences

      The Big Debate Over Big Data

      Is big data an evolution or a revolution? Should it be a business-driven initiative, or should IT lead the way to a big data strategy? What is the right technology architecture? Join us as we debate:

      • How organizations should strategize around big data.
      • When application developers should take the lead versus enterprise architects.
      • How leading companies are effectively using big data.
    • 02:50 PM - 03:35 PM

      Track B

      Delivery: Deliver Great Customer Experiences

      Delivering Mobile Innovation - Not Just A New Front End!

      Mobile is central to your game plan — it disrupts technology, architecture, and process. Application Development & Delivery Professionals who master the complex interdependencies of mobile will drive real customer experience. In this session, we will share:

      • What the key mobile insights are from Forrester’s mobile playbooks and research.
      • How to use these playbooks to boost your contribution to customer experience.
      • How leading firms are improving customer experience with their mobility initiatives.
    • 03:35 PM - 04:20 PM

      Afternoon Networking Break In The Solutions Showcase
    • 04:20 PM - 04:50 PM

      The MetLife Wall: Innovating The Customer Experience

      With the goal of enhancing customer service, MetLife recently created “The Wall,” an innovative application integrating more than 70 legacy systems to aggregate customer data into one streamlined location. Join us to learn about this and other ways MetLife is working to bring technology, business, and customers together, including:

      • How applications like The Wall are reinventing customer service.  
      • What big data can do for your business.
      • Embracing new technologies to build a culture of innovation.


    • 04:50 PM - 05:20 PM

      Develop Predictive Applications

      The answer to standing out — and developing apps that dazzle consumers — lies in what Forrester calls predictive apps. Predictive apps leverage big data and predictive algorithms to provide contextual experiences: the right functionality, the right content, on the right device, at just the right moment for the right person. Attend this session to learn:

      • What predictive analytics are and how companies use them.
      • Why predictive apps are key to the next wave of application development innovation.
      • How app development professionals and data scientists can work together to build predictive apps.
    • 05:20 PM - 05:30 PM

      Lessons Learned From The First Day
    • 05:30 PM - 07:00 PM

      Evening Cocktail Reception In The Solutions Showcase Sponsored By BlackBerry
  • Friday October 18

    • 06:45 AM - 07:45 AM

      Attendee Fun Run

      Join us for a 3-5 mile run through White River State Park. Meet at Event Center Drive (behind JW Marriott Indianapolis) at 6:45 AM. We'll begin running at 7:00 AM. Breakfast for runners will be available afterwards.

    • 08:00 AM - 09:00 AM

      Networking Breakfast
    • 08:00 AM - 08:50 AM

      Breakfast Presentation With Adobe: What's Your Method To The Mobile Madness?

      Thinking about how you can move your business forward with mobile? In this session, experts from Adobe and Citytech will discuss practical ways to execute on a mobile strategy that aligns with your business objectives. Attendees will:

      • Learn how to determine which mobile approaches, including responsive design for the mobile web and native or hybrid mobile apps, are the right ones for your business. 
      • Discover how businesses like yours have executed a mobile strategy to deliver high-impact, tailored experiences to customers in a timely, cost effective manner. 
      • Come away with tips and best practices related to hybrid app development as a means to accomplish this in your own organization.
    • 09:00 AM - 09:10 AM

      Day Two Remarks
    • 09:10 AM - 09:40 AM

      AD&D's New Opportunities -- And Obligations -- In The Age Of The Customer

      Application Development & Delivery Professionals sit at the forefront of the business strategy of customer engagement. The technology strategies they lead directly affect marketing, sales, customer loyalty, and profitability. But they must balance fast delivery with process integrity and cost efficiency. During this session, you will learn how to:

      • Empower business and marketing professionals with the right applications.
      • Master analytics and decisioning applications for better insights and experiences.
      • Corral runaway project demands in order to meet rapidly changing needs in a multichannel world.
    • 09:40 AM - 10:10 AM

      How The AP Transformed Its Business With Technology

      The AP faced enormous challenges as digital channels disrupted its print world. Hear how it modernized its global content delivery platform to deliver world-class customer experiences. You'll learn:

      • How the AP implemented and operationalized technology solutions that surpass customer expectations and drive revenue.
      • How it effectively leverages and integrates cloud and open source technologies to reduce risk and manage cost.
      • Why customer and platform analytics are critical to success and why the answer is not “big data.”
    • 10:10 AM - 10:50 AM

      Morning Networking Break In The Solutions Showcase
    • 10:50 AM - 11:20 AM

      Improving Digital Experiences Via A Lab Environment

      During this session, you’ll learn how a lab organization was created inside the world’s biggest concert and ticketing company and how it used data to launch disruptive new products. Join us to learn:

      • Best practices and lessons learned to create a lab organization inside a legacy enterprise. New people, new process, new ideas — new everything.
      • How to redesign and relaunch legacy products while remaining true to a lab culture.
      • How to use data to drive a Lean product development process.
    • 11:20 AM - 11:50 AM

      Industry Keynote
    • 11:50 AM - 12:00 PM

      Drive Customer Experience With Smart Technologies

      During this session, Stephen Powers will recap the key takeaways from the first half of the day and introduce the content strategy for the afternoon sessions — helping you decide which sessions will be most beneficial for you. The afternoon sessions will build on the morning's content, digging deeper into how you can deliver great customer experiences in your specific role. 

    • 12:00 PM - 01:00 PM

      Networking Lunch And Dessert In The Solutions Showcase
    • 01:00 PM - 01:45 PM

      Track A

      Strategy: Strategies For Great Customer Experiences

      Deploying Next-Generation Portfolio Management

      To effectively drive business in a more agile way, application development and delivery must transform from traditional project portfolio management to next-generation methods. In this session, you’ll learn:

      • The right vision and strategy for next-generation portfolio planning.
      • How to combine portfolio management and application life-cycle management.
      • How to balance the need for alignment, progress, timeliness, and value.
    • 01:00 PM - 01:45 PM

      Track B

      Delivery: Deliver Great Customer Experiences

      Support Contextual Experiences: Today and Tomorrow

      Contextual experiences should take in a number of factors, including historical, behavioral, and situational data. Organizations need to understand which factors are important now, and for the future. Join us with a panel of experts to learn:

      • How companies define, strategize, and prioritize around “context”.
      • Which companies are most successful with contextualization technology strategies, and why.
      • Why companies should support channels such as web and mobile, as well as emerging channels like gaming and wearables.
    • 01:45 PM - 01:50 PM

    • 01:50 PM - 02:35 PM

      Track A

      Strategy: Strategies For Great Customer Experiences

      Business Applications Strategy Roundtable

      Companies require flexible and effective business apps, but they struggle to keep pace with business demands, given new requirements such as cloud and mobile. During this panel discussion, Forrester experts will teach you:

      • How leading firms optimize their business apps portfolios.
      • How to manage the modernization, transformation, and replacement of business apps.
      • Which business app portfolio strategies drive maximum customer experience.