Ventana Research 2007 Connections Conference

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The BI Conference for Operational and

Customer Performance Management

Register today: www.ventanaresearch.com/connections

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Connections Overview

Connections 2007 – The Business Intelligence Conference for Operational and Customer Performance - is the first of its kind. It is a uniquely developed conference – a blend of objective research, uncommon insights and smart people sharing experiences and practical advice.

Operational Performance Management is the next Big Wave of adoption in organizations. Customer Performance Management is now evolving to be The Focus by organizations by 2010. Balancing strategies, plans, and initiatives to maximize the customer and operational performance of the business is the critical focus of all organizations. Connections 2007 will utilize results of new and relevant research; provide the insights of and access to experienced Ventana Research industry research analysts; and showcase customer best practices to educate attendees on the innovative technologies that can improve efficiency and results.

This is an event that will reduce your business risk and improve your performance. It will help you and your organization move away from using silos of data, spreadsheets and presentations as the basis for making decisions. It will improve your company’s performance. It will make you look good.

Attend Connections 2007 to connect with industry experts, clients, sponsors – and leave with a whole lot of knowledge. You’ll walk-away with the inside scoop: the education, insights and confidence you need to harness business technology to improve operational effectiveness and customer satisfaction.

Top 3 Trends in BI for Operational & Customer Performance

The Connections 2007 agenda will address these key trends and cover how organizations are achieving results.

1. Improving the performance of operations through the use of information and technology to increase profitability and revenue to reach goals and objectives

2. Transforming the people and processes to improve the satisfaction and experience of customer relationships

3. Gaining better insight and visibility through the use of BI and Performance Management

Why You Should Attend

Connections 2007 will provide you with insights, tools and networking opportunities to help you succeed in your Performance Management efforts. This event is unique because presentations are based on objective insights of industry analysts, not software company sales people. So you will hear what real people think, what is really happening in the marketplace today, and steps you can take to improve your operational and customer performance.

Who Should Attend

Connections 2007 is aimed at those craving education on the latest trends, best practices and business technologies enabling Operational and Customer Performance Management. The agenda will inspire those responsible for:

■ Operations Management

■ Customer Operations and Service

■ Information Technology

■ Marketing and Sales

■ Call and Contact Center

■ Supply Chain and Manufacturing Operations

■ Business Intelligence - Business and Technology Areas

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The BI Conference for Operational and Customer Performance Management


October 22, 2007

Key Hot Topics Include:

■ Infusing Operational BI and Planning for Optimizing Performance

■ Adopting Sales Performance Management for Operational Effectiveness

■ Building Customer Operations and Customer Experience Management Systems That Matter

■ Eliminating Spreadsheet and BI Barriers to Customer Insights and Metrics

Conference Highlights

Sessions and TracksCompelling session topics from leading industry research analysts and best practice advice from award winning organizations offer education not found anywhere else. The sessions will address the challenges you face in balancing the use of dedicated applications and information technology to maximize customer and operational performance.

Operational Performance TrackFast-track your education as Ventana Research experts and businessprofessionals outline your road map to success. We’ll share our ground-breaking research findings and real world experience on topics including initiative and goals management, operational planning, metrics and KPIs, and BI and will work with you to overcome your challenges on the road to personal and corporate success.

Customer Performance Track This track will address customer analytics and BI, applications for supporting customer operations and experience management systems, and building a single source of customer insights and customer information. The best practices we’ll share with you will have you well on your way to improving customer satisfaction and profitability in no time.

Research ResultsNew Industry Research Benchmarks being unveiled at Connections 2007 include:■ BI & Performance Management Vendor and Product Benchmark ■ Operational BI and Spreadsheet Management Research Benchmark ■ Customer Information and Master Data Research Benchmark

Connections 2007 Expo and Networking Connections 2007 will provide you many opportunities to connect with industry analysts, leadership award winners, conference attendees and solutions providers. Be sure to join us for the welcome reception, the awards luncheon as well as the evening reception at the Solutions Expo to exchange ideas, see demonstrations and gain insights into leading innovations.

Exhibitors and SponsorsThank you our exhibitors sponsors for their participation in Connections 2007. Please visit them at the Solutions Expo.

Thank you to our Sponsors:

Media Partners:

PLATINUM

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BRONZE


Conference Schedule

Sunday, October 21

■ 6:00 – 8:00 PM Welcome Reception

Monday, October 22

■ 7:00 – 8:30 AM Breakfast and Registration

■ 8:30 – 9:15 AM Opening Address/Keynote Mark Smith, Ventana Research

■ 10:15 AM – 4:15 PM Expo Hall Open

■ 12:30– 1:45 PM Lunch and 2007 Leadership Award Presentations

■ 5:00 – 5:30 PM Operational Performance Management Leadership Awards

■ 5:30 PM Networking Reception at the Solutions Expo

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Agenda at a Glance

Breakfast / Registration

Welcome Reception

Opening Address / Keynote

Maximizing Operational Performance

Adopting Sales Performance Management for Operational Ef-fectiveness

Building Operational Metrics and KPIs that Matter – Best Practices from the Front Line

Morning Break

Leveraging Innovations in BI for Operational Improvement

Infusing Operational Performance Planning for Operations

OPM Leadership Award Winner and Closing

Networking Reception

Innovating Customer Performance

Simplifying Customer Information Management for Operations

Building Customer Operations and Customer Experience Management Systems that Matter

2006 Leadership Award Winner - KLA Tencor - Best Practices Case Study

Eliminating Spreadsheet and BI Barriers to Customer Insights and Metrics

Leveraging Customer Analytics and BI across Contact Center, Sales and Marketing for Success

Customer Performance Management Track

Best Practices & Lessons Learnedin Operational Performance Management at Deutsche Bank

Operational Performance Management Track

Sunday, 10/216:00-8:00 PM

7:00-8:30 AM

8:30-9:15 AM

9:30-10:15 AM

10:15-10:45 AM

10:45-11:30 AM

11:45 AM-12:30 PM

12:30-1:45 PM

2:00-2:45 PM

3:00-3:45 PM

3:45-4:15 PM

4:15-5:00 PM

5:00-5:30 PM

5:30-7:00 PM

Lunch & Leadership Award Winners Presentation

Afternoon Break

Tracks


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Sessions - Operational Performance Management Track

9:30-10:15 AM Maximizing Operational Performance Presenter: Colin Snow, VP and Research Director – Operational & Supply Chain Performance Management

The charge to leverage resources and assets to maximize operational performance has become a top priority in organizations. Improving your management methods while optimizing your business processes has never been easy, but now proven techniques can help you succeed. New techniques in goals and objectives management, operational planning, and initiatives management are the result of a new wave of information technology designed to help you achieve your targets and out-perform your competition.

This session will give you the skills needed to integrate business technology within your organization and its processes to ensure maximum throughput. This session will also set the foundation for the following sessions in the Operational Performance Track.

10:45-11:30 AMAdopting Sales Performance Management for Operational Effectiveness Presenter: Mark Smith, CEO & Executive Vice President of Research

An exciting evolution in Operational Performance Management is the management approach to sales via improved processes and new business technology. The new category of sales performance management is now establishing methods for maximizing revenue potential and customer relationships. Sales compensation management solutions are tackling the delicate balance between ensuring sales can receive the rewards and incentives needed to reach their objectives, while giving finance and operations the confidence of accuracy and the elimination of spreadsheet silos in email.

To accomplish this, organizations must extend beyond the sales force automation implementations seen in the last decade and add operations and performance requirements to processes and new applications for sales efficiency. This session will give direction on how to bring sales performance management to the center of your operations strategy, giving you assurance that you are leveraging your talent to improve the effectiveness of the sales organization.

In addition, we will discuss developing metrics that can be KPI for helping sales improve through coaching and developing the competencies necessary for the results you require.

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11:45 AM - 12:30 PMBuilding Operational Metrics and KPIs that Matter – Best Practices from the Front Line Presenter: Karen Kirby, VP, Services

Establishing metrics that are the baseline for measuring performance and building key performance indicators has been one of the most challenging elements of organizational performance management initiatives.

Without having a good framework and process, you could easily assemble the wrong balance of metrics and relationships to the accountability of individuals in your organization. How then, can you gain the most value from your business intelligence investments and move your operations to the next level?

This session will give you best practices and knowledge from the front line on the methods to define and build a metric foundation that can be leveraged across your performance management processes and business intelligence technologies.

2:00-2:45 PMBest Practices and Lessons Learned in Operational Performance Management at Deutsche Bank Presenter: Barry Zucker, Director, Chief Operating Officer - Investment Bank Operations at Deutsche Bank

This session will examine the best practices and experiences of Deutsche Bank in transforming to operational performance management. By bringing together a system for linking strategy, goals, costing, planning, scoring and reporting performance, Deutsche Bank successfully adopted the principles of performance management.

Through organizational agreement and information technology improvements, you will learn the real-world lessons on how to address operational performance management in your organization.

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3:00–3:45 PMLeveraging Innovations in BI for Operational Improvement Presenter: Mark Smith, CEO & Executive Vice President of Research

We’ve all heard it. Leading organizations are using Operational BI to gain access to, and delivery of, information that’s used to drive improved actions and smarter key decisions. Without having BI deployed pervasively in your organization, you are at a competitive disadvantage, as you probably have higher operational costs and are not achieving your maximum performance.

As technology for BI advances, simpler approaches for deployments and use are coming to market. Through embedded BI into applications, from the adoption of Open Source BI, to the use of Software as a Service approaches, there are many business model and technology approaches in Operational BI to be considered. In addition, the use of spreadsheets has grown to be a large obstacle to operational performance as everyone has their own version of the truth. New spreadsheet management technologies have entered the market to rationalize and govern spreadsheets while also embracing and extending them for their full potential.

In this session, you will learn how to leverage BI technology and process innovations for operational improvement.

4:15–5:00 PMInfusing Operational Performance Planning for Operations - Presenter: Colin Snow, VP and Research Director – Operational & Supply Chain Performance Management

The stark reality of operations is that change is constant and each day organizations are adjusting their plans and activities to meet customer demands and operational responsibilities. Because many of these changes are not tracked and examined, organizations can stray from sales agreements and operational plans - leading to frustration and tension between management and sales.

As organizations realize the limitations of applications such as spreadsheets, there is new pressure to coordinate and collaborate on operational plans for better utilization of assets and resources. When adopting operational performance planning as the centerpiece of management and decision processes, companies see the need for new applications and capabilities that help synchronize sales and operations for improved operational performance.

In this session, you will learn how to jump-start you operational performance planning process for success.

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Sessions - Customer Performance Management Track

9:30-10:15 AM Innovating Customer Performance Presenter: Richard Snow, VP and Research Director - Customer and Contact Center Performance Management

The necessity of maximizing the value of customer relationships has driven many organizations to dramatically shift how they operate. Improving profitability and achieving customer satisfaction is a difficult balance. Fortunately, there are new techniques and methods to improve existing processes and create news ones that are directly supported by new types of business technology and applications.

Customer Performance Management is one of the newest approaches focused on customer centricity and the methods to improve the operations and performance level requirements of your organizations. Accomplishing this in reduced time, cost and risk is readily talked about, but not easily achieved. With new techniques in working across departmental areas from marketing and call center organizations, there are applications that can help integrated a single version of the customer and operate with new types of customer planning and responsiveness. This session will guide you on ways to integrate business technology within your customer operations and processes to maximize value from your customer relationships. This session will also set the foundation for the following sessions in the Customer Performance Track.

10:45-11:30 AMSimplifying Information Management for Operations Presenter: David Stodder, VP and Research Director - Information Management and IT Performance Management

The mission to create a 360 degree of your customer has been a decade-long, but now is essential to centralizing and maximizing customer interactions and making the most accurate business decisions. How do you achieve this? New advancements in information management from a business and technology perspective have made this possible at a fraction of the cost previously seen.

Rationalizing your data is one step, but bringing your documents, reports and relevant information into a common repository requires effort. In addition, having the consistent context and usage of information requires tackling the information governance and master data management (MDM) technologies to establish the information management foundation you require.

This session will look at the latest in utilizing information management technology including techniques and processes like data governance, MDM, data quality and integration technologies. This session will highlight our Customer Information Management, Master Data Management and BI & Search research from the last 12 months to provide you with the ability to know how you compare with your peers in the industry.

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11:45 AM - 12:30 PMBuilding Customer Operations and Customer Experience Management Systems that Matter Presenter: Richard Snow, VP and Research Director - Customer and Contact Center Performance Management

The mandate to improve customer relationships starts with an organizational and process-based focus to ensure the right level of customer operations for achieving the performance desired. At the heart of this process is an efficient set of applications and business technology that can help improve the customer experience and relationships.

Improving customer interactions happens in the call center. Having efficient methods to support the agents and helping them improve their own performance should be part of your overall customer operations strategy. Providing the right level of rewards, training and guidance is possible by leveraging performance management systems.

This session will look at the latest in processes and technology to provide the information required for improving customer operations. It also includes an examination of the latest in customer experience management and information technology that utilizes events and analytics. This session will highlight our latest Customer Information Management, Customer Interaction Technology and Contact Center Performance Management research to provide you with the ability to know how you compare with your peers in the industry.

2:00-2:45 PM2006 Leadership Award Winner - KLA Tencor - Best Practices Case Study Presenter: Stephen Stone, KLA Tencor

This session, presented by Stephen Stone of KLA Tencor, will examine the best practices and experiences that helped the company improve customer service and operational performance. Through the right level of effort in processes and systems, transformations can be made in helping organizations strive to reach the right level of customer and service level agreement objectives. KLA Tencor was the 2006 Award Winner in best practices for Performance Management.

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3:00–3:45 PMEliminating Spreadsheets and BI Barriers to Customer Insights and Metrics Presenter: Robert Kugel, CFA, SVP and Research Director - Financial Performance Management

Managing the spreadsheet dilemma and eliminating the million points of truth is now one of the largest business and technology challenges of organizations. Are you addressing it? In addition, many organizations do not have one BI system but dozens of them that are providing information to customer facing individuals and organizations. New advancements in controlling the access and delivery of spreadsheets have now been tested and available for any size organization.

This session will look at the latest in business technology that can help you remove the spreadsheet dilemma and get on a track of having consistent customer insights and metrics. New techniques will put the lid on the million points of truth found in spreadsheets.

4:00 – 4:45 PMLeveraging Customer Analytics and Information Across Contact Center, Sales and Marketing for Success Presenter: Richard Snow, VP & Research Director – Contact Center Performance Management

Operational Performance Management would not be complete without a focus on the customer and the insights and information needed to optimize operations across departments and processes.Utilizing analytics to understand the probability and predictability of customer behavior is critical to determine the likelihood to generate revenue and meet operational targets. New advancements in utilizing customer data and applying analytics, along with providing high quality and consistent customer information, is core to your Operational Performance Management strategy.

This session will look at the latest in business technology that gives you the competitive insights and capabilities to achieve your targets, while streamlining customer operations. The opportunity to fully derive the value from your customer assets - the generation of repeat and increased business - is available to you, but will require deeper insight into the customer experience.

This session will also highlight our Customer Information Management, Customer Interaction Technology and Contact Center Performance Management research and technology insights from the last 12 months to give you the ability to know how you compare with the rest of the industry.


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Event Activities

Welcome Reception Kickoff the event enjoying food and drinks in a beautiful room with breath-taking views of the San Francisco Bay. Mingle with Ventana Research analysts and other conference attendees in this informal setting.

Awards LuncheonThe Ventana Research Performance Management Leadership Awards recognize organizations that have demonstrated leadership in orchestrating people, process, information and technology for optimum business impact. Winners of the 2007 Performance Management Leadership Awards will be announced at the Connections 2007 luncheon. Also, selected winners will present their case studies throughout the day. The award focus areas are: Overall, Finance and Workforce, Operations, IT Performance and Information Technology.

Solutions Expo and Networking Reception Join us for an evening of networking and learning in the Solutions Expo. Solution providers will be on hand to demonstrate and discuss their latest Performance Management products and service offerings. Analysts and speakers will be available for additional exchange of ideas.

Substitution and Cancellation PolicySubstitutions may be made at any time by emailing notification to [email protected]. Cancellations communicated to Ventana Research by October 1, 2007 are subject to a $100 processing fee. Registrants who either cancel after October 1, 2007, or do not attend the conference are liable for the full registration fee.

*Team discounts apply to end user organizations only.

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Registration & Fees

Connections 2007

■ $399 Early Bird price (available until September 10)

■ $499 Standard price for unlimited access to Connections 2007 conference sessions, keynotes, special networking events, expo and meals.

Team Registration Discount* When you register threecolleagues from the samecompany at the same time with payment, the fourth colleague may attend for free! Early bird and standard pricing applies. To receive this discount, please email: [email protected] before registering.

Register now for Connections 2007 at www.ventanaresearch.com/connections


Hotel and Travel

Connections 2007 Hotel Marriott San Francisco Airport, 1800 Old Bayshore Highway, Burlingame, CA, 94010 Phone: 650-692-9100

The Marriott San Francisco Airport Hotel is located just minutes from the San Francisco International Airport, and 15 miles from downtown San Francisco. Their newly renovated rooms, many with magnificent bay views, offer Wired for Business®, providing high speed Internet access.

Room Rates $189 for a Single or Double. This special hotel rate has been negotiated for Connections 2007 attendees only. You must register by October 1 to ensure a reservation at the discounted rate. Please call to make a reservation.

Reservations 1-800-228-9290 or online at www.marriott.com.

Transportation San Francisco International Airport is approximately 1 mile away from the Marriott and the hotel offers a complimentary airport shuttle service available 24 hours a day to/from SFO International Airport. You can also take a taxi for approximately $7 each way.

Hotel ParkingSelf-parking charges for guests are $1 per hour ($20 max per day). Overnight guest self-parking is $17 per day. Valet parking is available for $20 per day.

Weather The average high temperature for San Francisco is 70 degrees and the average low is 53 degrees. Check out the current weather for San Francisco at www.weather.com.

Dress Dress for the conference is business casual.

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Connections 2007 Hotel Marriott San Francisco Airport

1900 S. Norfolk Street

Suite 280

San Mateo, CA 94403

Tel: 650-931-0880

www.ventanaresearch.com

© 2007 Ventana Research, Inc. Trademarks

are the property of their respective owners.