Agenda By Day


April 10, 2007
8:30 a.m.-6:00 p.m. Pre-Forum Boot Camp: Social Computing: Tapping Into The Power Of Connected Customers
Brian Haven, Forrester, Speaker
Charlene Li, Forrester, Speaker

New technologies like blogs, social networking, and RSS are changing the media and marketing landscape. This Boot Camp will not only introduce these new tools, it will also move you quickly into being an active participant in social media and marketing. You'll go home with a better understanding of how to use social marketing — and more importantly, a workable plan for what to do today. Marketers will learn when it is appropriate to use these tools, how to overcome internal resistance to deployment, and how to measure the results.

We are providing a special discounted rate for Marketing Forum attendees of $1,500.

View more information and register for a Forrester Boot Camp »

8:30 a.m.-6:00 p.m. Pre-Forum Boot Camp: Web Site Brand Review: Best Practices In Online Branding
Megan Burns, Forrester, Speaker
Ron Rogowski, Forrester, Speaker

This Event is designed as intensive Web site brand evaluation training. The session will provide an understanding of Forrester's brand review methodology, the tools and training to evaluate a site's brand image and brand action, and completed brand image and brand action scorecards — conducted in collaboration with Forrester analysts and peers. The Online Brand Review Boot Camp will also present the dos and don'ts of Web site branding and best practices on the Web today.

Please note: This Boot Camp is designed for pairs of attendees from the same company.

We are providing a special discounted rate for Marketing Forum attendees of $4,000.

View more information and register for a Forrester Boot Camp »


April 11, 2007
7:30 a.m.-8:30 a.m. Registration/Breakfast In The Technology Showcase
8:30 a.m.-8:40 a.m. Welcome
George Colony, Forrester, Speaker
8:40 a.m.-8:50 a.m. Setting the Stage
Elana Anderson, Forrester, Introducer
Harley Manning, Forrester, Introducer
8:50 a.m.-9:30 a.m. Making Customer-Centric Marketing Real
Peter Kim, Forrester, Speaker
9:30 a.m.-10:15 a.m. Engaging The Empowered Consumer
Michael Fasulo, Sony Electronics, Speaker
10:15 a.m.-10:45 a.m. Morning Break In Technology Showcase
10:45 a.m.-11:25 a.m. The Customer Rules
Gary Skidmore, Harte-Hanks, Speaker
11:25 a.m.-12:10 p.m. Customer Centricity in an Age of Marketing Reinvention
Sylvia Reynolds, Wells Fargo, Speaker
12:10 p.m.-1:35 p.m. Lunch In The Technology Showcase
1:35 p.m.-2:20 p.m. Track Session

Track A: Organization And Culture
Does Your Firm Need A Chief Customer/Experience Officer?
Jeanne Bliss, President, Customer Bliss
Bruce Temkin, Analyst, Forrester

Track B: Tactics And Best Practices
Best And Worst Of B2B Site Design
Alan Webber, Analyst, Forrester

Track C: Technology And Partners
Selecting Your Search Marketing Partner
Shar VanBoskirk, Vice President, Principal Analyst, Forrester

Track D: Measurement, Metrics, And ROI
Measuring Success In A Customer-Centric Organization
Megan Burns, Principal Analyst, Forrester
Christine Overby, Principal Analyst, Forrester

Track E: Customer Data And Insight
Behavioral Targeting: Using Online Activity Data To Target Customers
Ted Schadler, Vice President, Forrester
2:20 p.m.-2:30 p.m. Intermission
2:30 p.m.-3:00 p.m. Guest Executive Forum With [x+1]
Brian Price, Verizon, Speaker
Jason Shulman, [x+1], Speaker

20 Questions With Verizon's Brian Price: A Firsthand Look Into How One Of The World¿s Largest Brands Increases Online Revenue


Jason Shulman, chief revenue officer of [x+1], hosts 20 Questions with Brian Price, executive director of online marketing for Verizon, to uncover the cutting-edge Web site optimization strategy Verizon uses to significantly increase its bottom line. This presentation reveals the high-level marketer¿s thought process, from beginning to end, for implementing an optimization solution. Price and Shulman focus on understanding the marketing challenges online brand marketers face and how to overcome those challenges.

Participants of this session will take away the following:

  • An understanding of interaction optimization and its practical application by today¿s online marketers
  • How marketers, small and large, can benefit from this emerging technology and increase revenue and profitability
2:30 p.m.-3:00 p.m. Guest Executive Forum With Aprimo
Michael Emerson, Aprimo, Speaker

Behind The Curtain: How TIBCO Software Marketing Uses Technology For Orchestrating Customer Experiences


As technology advances to create all types of customer experiences ¿ ranging from a quick transition on a search site to a two-hour interaction with a video game ¿ it creates incredible demands on operational processes. Speakers from TIBCO Software will talk about their experiences using technology from Aprimo to optimize the process of translating a great strategy into effective marketing. This session will show how midsize organizations (as well as departmental groups within larger companies) can derive tremendous benefits from EMM/MRM software.

2:30 p.m.-3:00 p.m. Guest Executive Forum: Organic
Mark Kingdon, Organic, Speaker
Chad Stoller, Organic, Speaker

Futurecasting Personas: Understanding How Personas Evolve Over Time


In this session, you will:

  • Learn how to project your personas three to five years out to forecast potential media behavior
  • Understand how this technique can help you prioritize the importance of your personas as they evolve
  • Learn how to recast these personas in the context of emerging media and platforms to better understand where to place your digital marketing investments
3:00 p.m.-3:40 p.m. Afternoon Break In The Technology Showcase
3:40 p.m.-4:25 p.m. Track Session

Track A: Organization And Culture
Can B2B Firms Be Customer-Centric?
Don Friedman, Executive Vice President and Chief Marketing Officer, CA, Inc.
Laura Ramos, Analyst, Forrester
Jeff Reid, Director of Marketing, United Parcel Service of America
Marc Ruggiano, Senior Vice President, Marketing, John H. Harland Co.

Track B: Tactics And Best Practices
Best Practices For Using Personas For Marketing
Moira Dorsey, Vice President, Practice Leader - Customer Experience, Forrester
Glenn Drummond, Chief Innovation Officer, Quarry Integrated Communications
Net Payne, Vice President, North America Enterprise Marketing, Nortel

Track C: Technology And Partners
Marketing Technologies That Support The Customer-Centric Organization
Suresh Vittal, Senior Analyst, Forrester

Track D: Measurement, Metrics, And ROI
Communicating Marketing Metrics
Matthew Brown, Vice President, Practice Leader, Forrester

Track E: Customer Data And Insight
Socializing The Customer Database
Dave Frankland, Senior Analyst, Forrester
4:25 p.m.-4:35 p.m. Intermission
4:35 p.m.-5:20 p.m. Making B2B Marketing Personal
Eric Kintz, Hewlett-Packard Company, Speaker
5:20 p.m.-5:30 p.m. Day One Closing Remarks
Elana Anderson, Forrester, Speaker
Harley Manning, Forrester, Speaker
5:25 p.m.-7:00 p.m. Networking Reception In The Technology Showcase
7:00 p.m.-9:00 p.m. Special Event Sponsored By Acxiom

April 12, 2007
7:30 a.m.-8:30 a.m. Registration/Breakfast In The Technology Showcase
8:00 a.m.-8:20 a.m. Breakfast Presentation By Experian
Duncan Painter, Experian, Speaker
8:30 a.m.-8:40 a.m. Day Two Welcome/Opening Remarks
Elana Anderson, Forrester, Speaker
Harley Manning, Forrester, Speaker
8:40 a.m.-9:20 a.m. How To Deliver A Great Customer Experience
Kerry Bodine, Forrester, Speaker
9:20 a.m.-10:05 a.m. The Customer Is Your Hero
Lester Wunderman, Wunderman, Speaker
10:05 a.m.-10:45 a.m. Morning Break In The Technology Showcase
10:45 a.m.-11:30 a.m. Taking Distance Out of Travel: Connecting with Today¿s Travelers
Randy Susan Wagner, Orbitz Worldwide by Travelport, Speaker
11:30 a.m.-12:15 p.m. Driving Customer-Centricity With An Effective Media Mix
Ian Beavis, Kia Motors America, Inc., Speaker
12:15 p.m.-1:30 p.m. Lunch In The Technology Showcase
1:30 p.m.-2:15 p.m. Track Session

Track A: Organization And Culture
How Leading Companies Are Moving To Customer Centricity
Brian Carpenter, VP, Sales, Marketing and Advertising, Dollar Thrifty Automotive Group, Inc.
Sam Decker, CMO, Bazaarvoice
Sucharita Mulpuru, Vice President, Principal Analyst, Forrester
Chet Van Wert, Strategic Marketing Director, Consumer Marketing, Conde Nast

Track B: Tactics And Best Practices
Emerging Marketing Channels To Watch
Brian Haven, Senior Analyst, Forrester

Track C: Technology And Partners
Marketers + Agencies: Mind The Gap
Peter Kim, Analyst, Forrester

Track D: Measurement, Metrics, And ROI
Implementing A Customer-Centric Measurement Program
John Griggs, Director, Customer Experience, H&R Block
Eric Head, Director, ForeSee Results
Pat LaPointe, Managing Partner, MarketingNPV
Christine Overby, Principal Analyst, Forrester
Richard Owen, President and CEO, Satmetrix Systems

Track E: Customer Data And Insight
AT&T's Networking Exchange Portal: A Case Study
Brad Bortner, Vice President, Tech Industry Strategy & Customer Insight, Forrester
Pat Heeter, Director of Networking Exchange, AT&T
2:15 p.m.-2:30 p.m. Intermission
2:30 p.m.-3:15 p.m. Track Session

Track A: Organization And Culture
Using Culture And Process To Improve Customer Experience
Moira Dorsey, Vice President, Practice Leader - Customer Experience, Forrester

Track B: Tactics And Best Practices
Mobile Marketing
Charles Golvin, Principal Analyst, Forrester
Christine Overby, Principal Analyst, Forrester

Track B: Tactics And Best Practices
A Framework For Customer Loyalty
Lisa Bradner, Analyst, Forrester

Track C: Technology And Partners
Technology And Process To Support Experience-Based Differentiation
William Band, Vice President, Principal Analyst, Forrester

Track D: Measurement, Metrics, And ROI
Closing The B2B Marketing Loop
Laura Ramos, Analyst, Forrester
3:15 p.m.-3:30 p.m. Intermission
3:30 p.m.-4:15 p.m. Track Session

Track A: Organization And Culture
Transforming Employees Into Brand Advocates
Cindy Commander, Analyst, Forrester

Track B: Tactics And Best Practices
Best Practices For Search Engine Marketing
Shar VanBoskirk, Vice President, Principal Analyst, Forrester

Track C: Technology And Partners
The Direct Marketing Ecosystem
Dave Frankland, Senior Analyst, Forrester

Track D: Measurement, Metrics, And ROI
Measuring Rich Internet Applications
Megan Burns, Principal Analyst, Forrester

Track E: Customer Data And Insight
Operationalizing Customer Analytics
Suresh Vittal, Senior Analyst, Forrester

April 13, 2007
8:30 a.m.-6:00 p.m. Post-Forum Boot Camp: Blogging Fundamentals: Building A Business Strategy
Brian Haven, Forrester, Speaker
Charlene Li, Forrester, Speaker

This Boot Camp will focus on the fundamentals of blogging from a corporate perspective, helping companies develop a blog strategy and implementation plan, including discussion of policy, technology, and process. It will have a heavy focus on hands-on exercises that will complement in-depth presentations on these issues.

We have a special discounted rate for Marketing Forum attendees of $1,500.

View more information and register for a Forrester Boot Camp »