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About Connect 2016

During sales and service conversations, the minds of salespeople and customer service agents meet those of prospects and customers. And throughout these conversations, your customers will make some of their most important decisions.

Technology can help you understand when and how to connect with your customers, providing detailed insight into the customer situation. The true value of technology is only realised when it is coupled with the power of the individual; their skills, intelligence, emotion and will to succeed.

Connect 2016 will show you how to combine technology investments with the power of the human mind to change the way you think about Sales and Service forever.

Understanding how customers and prospects (and even your agents and reps) think is the most effective way of helping your people sell more and serve better.

Top reasons to attend Connect:

Sales leaders:

Practical guidance for building new pipeline

Learn how to lead sales development

Learn the skills and mindsets that will characterize the future of business development

Service leaders:

Learn how your next generation of customers will think, talk, and transact

Establish and build confident communication amongst your agents

Learn what your business will need to retain and motivate tomorrow’s employees

Agenda

A one day event packed full of thought leadership sessions, demonstrations and great networking opportunities at AT&T Park, San Francisco.

8AM - 12PM
Registration and Breakfast in the Expo
Sales Compensation: From Painful Tactics to Strategic Process Speaker: Franco Anzini - Senior Director of Sales Operations, Xactly arrow

Running commissions is a thankless job, where you are only recognized when you underpay a rep. There is room not only for improvement in the automation of calculation, but also the opportunity to motive the reps stuck in the middle, and to optimize the performance of the team so that they are line with the C-suite.

Omni-Channel: How Many Channels Are Enough? Speaker: Bob Furniss - Director, Global Service Cloud Practice, Bluewolf arrow

For many years, having a multi-channel contact center meant supporting phone, email, fax and chat. Those days are in the past — today, new channels have become the norm. Service leaders are asking, "How many channels are enough — and how do I prioritize the list?" In this session, we will explain how new technologies like Knowledge Management have both improved and complicated the path to omni-channel success—and how you can prepare for new channels like text, mobile, video, and more.

Presentation by the charity Angels on Stage arrow
Keynote: Rethinking the 'Empowered Customer' Relationship Speaker: Jonathan Gale - CEO, NewVoiceMedia arrow

Technology can help you understand when and how to connect with your customers, providing detailed insight into the customer situation. The true value of technology is only realized when it is coupled with the power of the individual; their skills, intelligence, emotion and will to succeed.

The Importance of People when Building a Multi-Billion Dollar Business Speakers: Parker Harris - Co-Founder, SalesforceFrank van Veenendaal - Board of Directors, NewVoiceMedia arrow

Hear from the co-founder of Salesforce about the lessons he learned growing a tech business from zero to $6.6 billion in revenue and 20,000+ employees. Frank van Veenendaal, ex-president of sales for Salesforce, will discuss how the company achieved such incredible growth and how it remains the poster child for the Cloud computing era.

Designing your Business for the 21st Century Speaker: Mike Walsh - CEO, Tomorrow arrow

If you could start with a clean sheet of paper, how would you design your company? Should your youngest staff member be making coffee or running your R&D team? Is Big Data something for your IT department to worry about, or a weapon to be wielded by your management team? Do you ban social networks or use them to collaborate more effectively?

Companies built to survive the future are no accident. They are a result of deliberate business design decisions smart leaders are making today. In his ongoing research on the world’s most innovative companies, Mike has organized these decisions into seven strategic priorities.

Lunch in the Expo
12PM - 3PM
Lunch in the Expo
Sales Development: The Hottest Job in Sales Today Speaker: Trish Bertuzzi - President, The Bridge Group, Inc. arrow

In this session, long-time Inside Sales veteran and expert, Trish Bertuzzi will share 4 "a-ha" moments from her newly released book The Sales Development Playbook. How to figure out the right strategy, how to win at recruiting, how SDR micro promotions will change your life, and how to think about technology investments. This will be an intensively interactive session with time for audience Q&A throughout the presentation. In addition, attendees will walk away with tips they can implement immediately as they grow and improve their Sales Development team!

Reaching a Higher State of Customer Engagement Speaker: Simon Tam - CTO, Ritani Nick Botter - Manager of Marketing Technology, Suit Supply Stacey Dickinson - Senior Operations Analytics, Casper Moderator: Mark Floisand - CMO, Coveo arrow

Customer experience is the final frontier of differentiation, these three organisations will discuss the old ways versus the new and innovative ways they are engaging with customers throughout their journey. Reaching a higher state of customer engagement.

Executive Success Trends, C-Level Womens Panel Speakers: Tracy Eiler - CMO, InsideView Kim DeCarlis - CMO, Imperva Corinne Sklar - CMO, Bluewolf Margo Mayes - Director, Enterprise Nonprofits, Salesforce.org Moderator: Tiffani Bova - Global Customer Growth and Innovation Evangelist, Salesforce arrow

Success is a perfect storm of certain traits and behaviors. Join our C-level Women’s Panel to learn best practices from our industry leaders. Throughout our interactive panel, they will be discussing their paths to success, tough decisions they’ve faced, how they motive their teams and professional advice.

Learn Predictable Revenue from the Sales Guru Speaker: Aaron Ross - Author and Sales Expert, Predictable Revenue arrow

In this session, Aaron will teach us best-practices for creating predictable revenue and achieving hyper growth with sales. Participants will learn the importance of specialization, using activity based selling methods and how to manage sales people under the Predictable Revenue framework.

How Modern CRM Drives Engagement, Relationships And Revenue Speaker: Kate Leggett - Principal Analyst, Forrester arrow

Great customer experiences are easy, effective and establish an emotional bond between you and your customers. Modern CRM strategies enable companies to deliver great customer experiences that add value to the customer, ultimately driving loyalty, share of wallet and advocacy – all which have a positive impact on company revenue. Yet many companies fail in this endeavor as they sole focus on maximizing internal operational efficiencies. This speech explores the true value of good customer experiences and how modern CRM can be used to better support customer’s through their end-to-end journey with a company – and reap the rewards of delivering differentiated experiences.

How to Join Up All Interaction Channels to Effortlessly Delight your Customers Speaker: Alex Mead - Chief Customer Officer, Golfbreaks.com arrow

Customer effort and channel choice is now known to be a core driver of customer advocacy and loyalty. Making it easy for customers to interact how they want to, within their own contextual personalised journey, across voice, digital and social channels is not easy to get right, but this session will show how it can be done. Showcasing multi channel, low effort customer interaction solutions across desktop and mobile with sales, service and feedback all seamlessly embedded into all customer interaction journeys

3PM - 6PM
Accelerate Sales by Focusing on Global Efficiency Gains Speakers: Chase Larson - Head of Sales Operations, Six Pack Shortcuts John Valsamis - Sales Development Manager, Financial Force Moderator: Bob Perkins - Founder and Chairman, AA-ISP arrow

Building an end-to-end sales process and focusing on efficiency gains has enabled our panel to achieve sales growth of up to 500%. In this session, we'll discuss strategies for improving sales productivity and growing your business. Chase and John are going to be sharing their companies sales journeys that show the success they have achieved from recruitment to closed business.

What's the Point of Connecting Products to a Cloud Business Engine? Speakers: Charlie Isaacs - CTO for Customer Connection, Salesforce arrow

Do you wonder how connecting your products to the cloud can impact your business? How do you discern the reality from the hype? In this session, you will see how several companies have connected their products and devices to the cloud. We'll discuss how these companies are expanding value in global markets, achieving new heights of operational excellence and creating new innovative business models for themselves and adding true value to their customers. What's more, we'll examine how you can simplify the complexity by leveraging open cloud standards, and position your company to exploit the massive amounts of data being generated by connected devices.

What Customer Success Means for Sales & Services Speakers: Allison Pickens - VP of Customer Success & Business Operations, Gainsight arrow

Modern Sales and Marketing teams have had more than 50 years to test and refine organizational structures. By now, best practices are very firmly entrenched and have widespread adoption in organizations of all sizes and types. But what about Customer Success? As a field, it’s only 10 years old, and still hasn’t been implemented throughout the B2B SaaS industry, let alone all the other less conventional verticals it has the potential to transform. In this session, Gainsight’s VP Customer Success & Business Operations Allison Pickens will give a detailed explanation of the company’s forward thinking org structure, as well as the mindset behind the strategy.

Reimagining Best in Class Sales Automation for the 21st Century. Speaker: Rob Thomas - Solution Architect, Adobe arrow

How ContactWorld for Sales & Marketing increased sales efficiency, drove higher lead conversions, and increased opportunity close rate by contributing to the reimagining the sale automation process. The art of Innovating Sales Automation will transform your organization.

Communication that Compels Speaker: Matt Abrahams - Principal and Founder, Echo Communications arrow

Information overload does not adequately capture the situation we find ourselves in today. How can you gain and maintain your audience’s attention? How can you connect and compel when your communication is but one of many messages assaulting your audience? Informed by scholarly research and industry best practices, this session will provide a hands-on, practical introduction to immediately applicable techniques that will help you develop and deliver engaging, memorable, and impactful communication.

Are Unicorns Still Cool? Speakers: Kapil Venkatchalam - Principal, Technology Crossover Ventures Byron Deeter - Partner, Bessemer Venture Partners Matthew Garratt - Vice President, Salesforce Ventures & Corporate Development, Salesforce Ventures Heather Somerville - Technology Reporter, Thomson Reuters arrow

This panel will focus on the changing sentiment around growth businesses; no longer grow at any cost, but more focused around core business fundamentals and a pathway to profitability. Hear insights from leading VC's on what excites them about the investments they are currently making.

Networking Reception in the Expo
Closing Party

Speakers

1 day 25+ speakers

List of speakers

  • Mike Walsh

    CEO,
    Tomorrow

    Close the biography

    Bio

    Mike Walsh is the CEO of Tomorrow, a global consultancy on designing business for the 21st century. He advises leaders on how to thrive in this era of disruptive technological change. Mike’s best-selling book FUTURETAINMENT, published by Phaidon was the winner of the design award by the Art Director’s Club in New York.

  • Parker Harris

    Co-Founder,
    Salesforce

    Close the biography

    Bio

    Parker founded Salesforce along with Marc Benioff, Dave Moellenhoff, and Frank Dominguez in the spring of 1999. Prior to founding Salesforce, Parker developed cloud computing expertise at Left Coast Software, a company he co-founded in 1996, and sales force automation expertise at Metropolis Software, an early pioneer in field sales force automation subsequently acquired by Clarify.

  • Kate Leggett

    Principal Analyst,
    Forrester Research

    Close the biography

    Bio

    Kate is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI. She has been published in The Wall Street Journal, Forbes magazine, and industry publications such as CRM Magazine, KM World, and Destination CRM.

  • Frank van Veenendaal

    Board of Directors,
    NewVoiceMedia

    Close the biography

    Bio

    Frank van Veenendaal brings thirty years of pioneering SaaS and enterprise technology experience to NewVoiceMedia’s board. He served as Executive Vice Chairman of Salesforce for three years and held a number of executive leadership positions at the company since 2001, during which time he helped drive the company’s considerable growth.

  • Jonathan Gale

    CEO,
    NewVoiceMedia

    Close the biography

    Bio

    Jonathan has over 20 years' experience building technology businesses. He joined NewVoiceMedia in 2010 and was appointed as Chief Executive Officer in 2011. Prior to joining NewVoiceMedia, Jonathan was SVP of Product at Mimecast and before that, during his 8 years at MessageLabs, he was VP of EMEA, Global VP of Sales and VP of Product Management.

  • Aaron Ross

    Author,
    Predictable Revenue

    Close the biography

    Bio

    Aaron Ross is the coauthor of From Impossible to Inevitable. He founded Predictable Revenue, a consulting company that helps b2b companies triple sales growth & create self-managing sales teams. Aaron is also the founder of PebbleStorm, which is helping 100 million people “make money through enjoyment” by combining happiness and money.

  • Matt Abrahams

    Co-Founder,
    Bold Echo

    Close the biography

    Bio

    Matt Abrahams is a lecturer at Stanford University's Graduate School of Business where he teaches Strategic Communication and Effective Virtual Communication. Matt is also Co-Founder of Bold Echo LLC, a presentation skills company. Finally, Matt wrote the popular business book Speaking Up without Freaking Out.

  • Trish Bertuzzi

    Author,
    The Sales Development Playbook

    Close the biography

    Bio

    Trish Bertuzzi is the Best Selling Author of The Sales Development Playbook and founder of The Bridge Group, Inc. She and her team have worked with over 240+ B2B technology companies helping them to unleash the power of Inside Sales. They are on a mission to help companies build repeatable pipeline and accelerate growth.

  • Alex Mead

    Chief Customer Officer,
    Golfbreaks.com

    Close the biography

    Bio

    Alex is a Customer Experience Strategist & Leader, with proven transformation and Leadership skills operating across Digital, Social Media, F2F & Contact Center channels. He pushes the boundaries of customer interaction strategy, and has pioneered several new leading best practices, which always attempt to deliver outstanding customer experience results.

  • Allison Pickens

    VP of Customer Success & Business Operations,
    Gainsight

    Close the biography

    Bio

    Allison Pickens is VP of Customer Success & Business Operations at Gainsight. She started her career in management consulting for Fortune 500 companies while at BCG and later worked in private equity investing at Bain Capital. At both companies she was responsible for helping organizations drive change and scale effectively. She believes that customer success is a team sport.

  • Corinne Sklar

    CMO,
    Bluewolf

    Close the biography

    Bio

    Corinne Sklar is the CMO and Managing Director of Marketing Services for Bluewolf. She is responsible for demand generation, brand management and product marketing. She also manages agency services for marketing automation. Corinne is a frequent speaker and author on customer experience, engagement, and the evolving role of the CMO. She lives in San Francisco.

  • Kapil Venkatachalam

    Principal,
    Technology Crossover Ventures

    Close the biography

    Bio

    Kapil joined TCV in 2006 and has a decade of technology, finance, and investment experience. He spends time in the software and business services space. His current investments include FinancialForce.com, IQMS, Alarm.com, & Rapid7. Kapil is currently on the Board of IQMS. Kapil received his Masters in Engineering Management and in Electrical Engineering from Dartmouth College and was a William F. May Fellow.

  • Simon Tam

    CTO,
    Ritani

    Close the biography

    Bio

    Simon is the CTO at Ritani, a luxury e-commerce and customer service platform for omni-channel sales of bridal and designer jewelry. Previously, Simon spent 13 years at Expedia, as the SVP of Product and Technology and built the first corporate online booking service into the world’s 5th largest business travel provider.

  • Tracy Eiler

    CMO,
    InsideView

    Close the biography

    Bio

    Tracy Eiler is CMO at InsideView. She has spent her career in enterprise software, from big data and analytics to business applications. She’s currently writing a book called "Aligned to Achieve: How to Unite Your Sales & Marketing teams in a Single Force for Growth”, to be published by Wiley in the fall of 2016.

  • Bob Perkins

    Founder & Chairman,
    AA-ISP

    Close the biography

    Bio

    Bob Perkins, Founder & Chairman of the AA-ISP has extensive executive experience building and leading highly successful inside sales organizations. During his career he has created unique Inside Sales systems and structures, including selling models, compensation plans, recognition programs, performance management tools, and campaigns which have been adopted by many of the nation's largest companies.

  • Kim DeCarlis

    Chief Marketing Officer,
    Imperva

    Close the biography

    Bio

    Kim DeCarlis is the Chief Marketing Officer at Imperva where she is responsible for the entire marketing spectrum, including corporate marketing, communications, demand generation, product marketing and marketing operations. DeCarlis has over 25 years of marketing, sales, management and leadership experience in growth-oriented technology companies including Saba, Documentum, IBM and Xerox.

  • Rob Thomas

    Technology Chief Architect

    Close the biography

    Bio

    Rob Thomas brings more than 15 years experience as a Technology Chief Architect (with global, “Big 5”, and Fortune 50 experience) leading, architecting, implementing, and designing global complex enterprises systems for large-scale companies. His deep experience spans multiple industries including high tech, security, manufacturing & distribution, education, government, communications, and financial services.Â

  • Byron Deeter

    Bessemer Venture Partners

    Close the biography

    Bio

    Byron Deeter, a partner at Bessemer Venture Partners, leads their global cloud practice. His investments in companies like Twilio, Box, Eloqua, Criteo and Cornerstone on Demand have made him a perennial on the Forbes Midas List of top tech investors. Considered an expert on the cloud, he co-authors the BVP Cloud Index, BVP’s 10 Laws of Cloud Computing, the BVP Cloudscape and The State of the Cloud.

  • Nick Botter

    SuitSupply

    Close the biography

    Bio

    Nick Botter is Manager Marketing Technology within Suitsupply. He works on getting the marketing, omni-channel and digital strategies to the next level of international retailing by focussing on new and innovative ways of customer service. Nick worked before at Airfrance KLM where he was involved in setting up and innovating their awarded social media servicing.

  • Bob Furniss

    Director,
    Global Service Cloud Practice, Bluewolf

    Close the biography

    Bio

    For 30+ years, Bob Furniss has helped companies improve customer experiences. As the Director of Bluewolf’s Service Cloud practice, Bob leads a team of consultants focused on improving the contact centre experience from both the customer and agent perspective. Bob was recently named as a Top 50 #CCTR Thought Leader on Twitter by ICMI.

  • Matthew Garratt

    Vice President,
    Salesforce Ventures & Corporate Development

    Close the biography

    Bio

    Matt joined Salesforce in 2013 as part of the Corporate Development Team and currently leads Salesforce Ventures. He has completed over 40 Investments and Acquisitions in leading enterprise SaaS companies. In 2014, he led the formal launch of Salesforce Ventures and manages the overall operations of the program.

  • Charlie Isaacs

    CTO for Customer Connection,
    Salesforce

    Close the biography

    Bio

    Charlie Isaacs has a track record of R&D leadership, starting with GTE, where he served as VP of Engineering/Ops. Charlie joined Salesforce in 2012 and is VP and CTO for Customer Connection. Charlie’s primary role is to incubate IoT projects for Salesforce Customers; he evangelizes and speaks worldwide about IoT, Innovation and Customer Service. He holds several patents related to CRM and the Internet of Things.

  • Heather Somerville

    Technology reporter,
    Thomson Reuters

    Close the biography

    Bio

    Heather Somerville is a technology reporter covering startups and the venture capital industry for Reuters in San Francisco. Previously a staff writer for the San Jose Mercury News and The Fresno Bee, she has worked for daily metro newspapers and online news sites across the country. She is the recipient of a number of prestigious fellowships, including the Berlin Capital Journalism Fulbright.

  • Stacey Dickinson

    Senior Operations Analytics,
    Casper

    Close the biography

    Bio

    Stacey is an analytics pro who arrived at pioneering sleep startup Casper with twenty-eight years of mattress sleeping experience. She leads the Sales and Operations Analytics team for Casper, which delivers its mattress, sheets, and pillows in small sized boxes directly to consumers’ doorsteps. Stacey manages Casper’s CRM and omni-channel communication platforms to supply chain and fulfillment analytics.

  • Chase Larson

    Sales Operations Manager,
    Six Pack Shortcuts

    Close the biography

    Bio

    Chase is the Sales Operations Manager for SixpackShortcuts.com, the #1 most subscribed fitness channel on YouTube with over 4 million subscribers. During his career at SPS he has successfully implemented strategies in sales modeling, talent acquisition, compensation structures, QA, and account management that helped drive rapid & scalable growth.

  • Tiffani Bova

    Global Customer Growth and Innovation Evangelist,
    Salesforce

    Close the biography

    Bio

    Tiffani Bova is the global customer growth and innovation evangelist at Salesforce, where she is focused on enhancing the overall customer experience. Prior to Salesforce, she spent 10 years at Gartner as a vice president, distinguished analyst and research fellow, covering sales transformation and indirect channel innovation.

  • Scott Sampson

    Chief Revenue Officer,
    NewVoiceMedia

    Close the biography

    Bio

    Scott Sampson is Chief Revenue Officer of NewVoiceMedia Inc. In this capacity, he is responsible for overall sales, sales engineering, marketing, and sales operations for the company from strategy through execution. Previously, Mr. Sampson was World-Wide VP of Analytics Platform Sales and Customer Success for the IBM Corporation’s Analytics Division. Mr. Sampson has been in the software field for over 25 years.

  • Franco Finn

    Warriors Hype Man,
    Warriors

    Close the biography

    Bio

    Franco is in his 12th Season as the In-Arena MC and TV Personality for the Golden State Warriors. Known as the "Warriors Hype Man" at Oracle Arena by twenty-thousand plus fans each night, Franco's job is to energize and entertain the crowds and his responsibilities include introducing the team's starting lineup, hosting the pre-game show "Warriors TV" and conducting all the contests and promos at the Arena.

  • Mark Floisand

    Chief Marketing Officer,
    Coveo

    Close the biography

    Bio

    Mark leads global marketing at Coveo. Coveo helps employees and customers to do more on their own, by providing them with the most relevant, intelligent insights everywhere they work and interact. Based in the Bay Area, Mark has 20+ years of technology industry experience, working at companies including Apple, Adobe, BusinessObjects, SAP & Sitecore.

  • Franco Anzini

    Senior Director of Sales Operations,
    Xactly

    Close the biography

    Bio

    Franco Anzini is the Senior Director of Sales Operation for Xactly Corporation where he leads all aspects of the sales operations and order management functions. Xactly’s secure, cloud-based incentive compensation and performance management solutions enable emerging businesses to Fortune 500s to easily design, manage and optimize incentive programs that save time, cut costs, reduce risk and align employee behaviors with corporate goals.

  • John Valsamis

    Sales Development Manager,
    FinancialForce

    Close the biography

    Bio

    John joined Financialforce in 2015 as part of the Sales Team and currently leads the Sales Development Representatives focusing on Small Businesses. Having a track record of success, John’s primary role is to use data analytics to train, develop and mentor SDRs into successful leaders while helping them achieve their career goals. Prior to Financialforce, John spent 2 years at Intuit Demandforce overseeing the Lead Development Team for their dental division.

  • Margo Mayes

    Director,
    Enterprise Nonprofits, Salesforce.org

    Close the biography

    Bio

    Margo is passionate about business and the power it has to create positive change in this world. In 2010, she left the corporate world in search of a nonprofit or social enterprise where she could apply her experience in management, relationship building, sales, strategic planning, and project management to a role dedicated to giving back.

Hosted by

Supported by

mvps

Media

Interested in sponsoring at Connect 2017? connect@newvoicemedia.com

Meet our keynote speaker
Mike Walsh

Who should attend

Connect is the place where great minds meet. From building relationships with customers to motivating staff, you’ll leave Connect armed with solutions, so you can create lasting change to your business.

Sales

  • Sales Leaders
  • Inside Sales Leaders
  • Sales Operations
  • Sales Professionals

Service

  • Head of Customer Experience
  • Customer Success Leaders
  • Contact Center Professionals
  • Customer Service Managers

Business

  • C-Level Executives
  • Founders
  • Entrepreneurs

The venue

AT&T Park is home to our local baseball champions! With beautiful views of the bay, it’s the perfect location to kick off the first Connect industry conference.

24 Willie Mays Plaza,
San Francisco, CA 94107

The party

In the last inning, we’ll unwind at Triples Alley – field level of the AT&T park. Drink, eat, and dance with your new connections.

FAQS