• What is engagement and why is it broader than you think?
• Why is your current approach to measurement and customer insight all wrong?
• How can you better understand and interact with engaged customers?

Each attendee is able to schedule up to two 20-minute one-on-one sessions with the Forrester analysts of their choice, depending on availability. These meetings are consistently rated as one of the most popular features of Forrester Events.

• How will WPP's new 1,000+ person agency help Dell engage with customers across all channels?
• What did Dell look for in its marketing agency search? And why was analytics the No. 1 priority?
• Are traditional multi-agency models dead?

• How do marketers learn how to create more opportunities to engage customers across all touchpoints?
• How do marketers build an organizational model that better aligns disparate marketing and customer-facing organizations for effective customer engagement?
• How do both B2B and B2C marketers use this model to impact business results?

• How does the Jordan Brand extend the customer experience beyond the product?
• How does the Jordan Brand empower its customers to create brand advocates?
• How does the Jordan Brand leverage brand advocates to drive demand and sales?

In this session, Jennifer Merkle, senior manager of marketing operations of Autodesk, and Michael Emerson, Aprimo CMO, will share how a global software company specializing in computer-aided design was able to consolidate its marketing initiatives on one global marketing platform by leveraging Aprimo's campaign management and lead management software. Participants of the session will learn how Autodesk is:

• Delivering regional campaigns from a centralized marketing system
• Properly qualifying leads once prospects become "hand raisers"
• Understanding marketing effectiveness through closed-loop analysis and metrics

Everyone talks about the importance of customer empathy, but what does it really mean and how does it pay off in real business results? Organic executives will help you connect those dots and explore real ¿return on empathy (ROE).¿

Real-time personalization is a critical factor in driving a productive Web site experience for your customers. Join us as we explain the tactics and strategies that you can use to improve the relevance and timeliness of your Web site content through real-time personalization and dynamic content generation. Jen Miller, Marketing Manager at Delta Airlines, will be presenting with Jason.

Gain a better understanding of which personalization technology best fits your marketing goals, expectations of the solution, and how personalization can fit into your overall marketing strategy. Come away with an actionable understanding of how personalization technologies

• Enhance the overall customer experience with your Web site
• Leverage your existing infrastructure to immediately increase marketing performance
• Increase relevance among your offers and messages

Few interactive marketers are ecstatic about their ability to deliver meaningful and timely marketing messages. In fact, most agree that more relevant and timely marketing communications will be better received by customers and increase response rates. However, when time is scarce, budgets are tight, and single-channel campaign management solutions are already integrated and delivering ROI, marketers are hard-pressed to change the status quo. In this thought-provoking session, Elana Anderson, former vice president and research director for Forrester¿s marketing practice, and Scott Olrich, CMO of Responsys, will unveil the findings from a first-ever study identifying the drivers of the ¿status quo¿ paradigm and reveal the strategies and marketing technologies smart marketers are using to deliver superior marketing performance and ROI across channels.

• What is the engagement problem Walmart.com is seeking to solve?
• Why is it important to Walmart.com to solve this problem as it relates to community?
• What solutions show promise, and which ones have not, as we continue on this journey?

• Why is it important for companies to provide pleasurable experiences for customers?
• How can marketers connect with customers' psychological, physical, social, and ideological motivations?
• How have the world's biggest brands used the four pleasures framework to build their business and create hugely successful products and services?

Join us for a relaxing evening at a special event sponsored by Acxiom. Wrap up the day with some refreshing food and cocktails in our cozy lounge, and find out what California Cool is all about!

Discover how to reap the benefits of the next level of the event-based marketing (EBM) model. Learn how Fifth Third and other organizations monitor enterprisewide customer behavior to identify meaningful events and patterns at an individual level, and then trigger "right time" business actions before it is too late. Joining Mr. McNulty as a speaker at this presentation will be Dirk Commandeur, VP, Marketing Analytics & Research, Fifth Third Bank.

• Why do so many customer experience efforts fall flat?
• What are "desirable" customer experiences — and why do they matter to marketers?
• How can firms start to focus on desirability?

Each attendee is able to schedule up to two 20-minute one-on-one sessions with the Forrester analysts of their choice, depending on availability. These meetings are consistently rated as one of the most popular features of Forrester Events.

• How does FedEx identify the most important "moments of truth" for customers?
• What programs has FedEx put in place to stay at the forefront of innovation while never sacrificing the customer experience?
• How does FedEx build companywide support for its customer-centric programs?

• How is LeapFrog leveraging new media to create greater brand loyalty?
• How is LeapFrog creating integrated branding in the age of mass customization?
• How does LeapFrog mobilize its customer evangelists?