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expLast week SugarCRM was the lead sponsor of the Conference Board’s 11th Annual Customer Experience Conference held in downtown NYC. The conference brought together hundreds of cross-functional executives and thinkers responsible for the customer experience at organizations of all shapes and sizes.

In addition to some great keynotes from former Sprint CEO Dan Hesse and Overstock.com president Stormy Simon, SugarCRM CEO Larry Augustin explained to the captive crowd the importance of using a modern CRM as the tool to unify the customer experience across both digital and human touch points.

Overall, the importance of focusing on the “human element,” especially when thinking about optimizing customer experience was a theme that ran throughout the event. During a panel I moderated with executives from Citi, Constant Contact and Sparks Grove – the overarching message was to think of the people at the heart of the equations: the individual customers and the employees trying to help them along their customer journey.

The event was a great way to talk to some business and individuals in various stages of a customer experience transformation. And the fact that so many businesses are considering CRM as a major lynch pin to the success of their customer experience initiatives was great to see.

So, a big “thank you” to the Conference Board for putting on such an exceptional event, and a huge thank you to all the attendees, for all the great interactions and conversations!

Chrysler buildingDawn glides across Manhattan. The sky lightens as it tips across the cathedral towers of glass and steel and dips into the concrete canyons below. The trucks start to move as the darkness lets up, the cabs begin their shuffle from door to door and the hum that is humanity is about to pour forth on New York’s soon-to-be-teeming streets. It’s Monday in the Big Apple.

Good morning SugarCon 2013!

ballroomIn the quiet halls, salons and ballroom of the Waldorf-Astoria, Sugas and SugarCRM executives are moving about, setting the final touches on what they have been waiting for all year: to meet our customers, partners and prospects face-to-face and engage with the media and the industry analysts for a rousing interlude about creating great customer experiences and long-lasting relationships between people and the companies with whom they choose to do business. Every User. Every Customer. Every Time.

expo floorStay tuned here as we bring you the news and the buzz straight from the floor of this year’s exciting SugarCon. Follow us on Twitter @SugarCRM #SugarCon as we share the insights and talk of the show from the attendees themselves. It’s going to be a great day. Let’s get this party started!

–Jay Mejia, Director of Communications, SugarCRM