Speakers
Diana Greenhaw, Head of Global Data Security Policies and Standards, VISA
Ben Love, Principal, Global Services, CyberSource
Jason Moens, Senior Product Marketing Manager, ATG

Join payment security and hosted solution experts from VISA, CyberSource, and ATG, to learn where PCI DSS is headed. You'll hear the merchant perspective, including the risks of non-compliance, where merchants have struggled and succeeded and their patterns in the range of solutions they have pursued. You'll also learn about some of the latest PCI DSS compliant technologies including tokenization and solutions that reduce the risk, expense and effort.

Join us to hear:

• An overview of the latest PCI DSS trends, developments and merchant challenges in achieving and maintaining PCI DSS compliance
• How tokenization may be an affordable way for your organization to protect your customer's information
• How merchants can become compliant without taking an eye off core business processes with hosted solutions like ATG Commerce OnDemand

Speakers
Ryan Hoppe, Director of Product Marketing, ATG
Mike Hennessy,VP of Marketing, IntelliResponse
Diane Clarkson,Analyst, Forrester Research, Inc.

From a customer service perspective, right-channeling is about aligning the right customer with the right channel, at the right time. When executed effectively, right channeling can lower service costs while enhancing the customer experience. Despite its obvious potential, however, many organizations are unsure how to effectively execute on their right channeling strategies and align their online customer service in a cohesive manner.

Gain answers to your important online customer service questions:

• How do I determine what customer service channel(s) to launch?
• To what extent will new channels deflect volumes from my existing ones?
• How do I align technology choices with customer interaction complexity levels?

Join this interactive webinar with guest analyst Diane Clarkson from Forrester Research, Inc. as she shares practical guidance on how to realize the potential of right channeling by selecting the right online customer service channels for your customers. This will be followed by an interactive demo of right channeling in action.

Speakers:
Nikki Baird, Managing Partner, Retail Systems Research
Kelly O'Neill, Product Marketing Director, ATG

The Cross-Channel Wake-Up Call: Benchmark 2010 Survey finds that consumer demand for cross-channel capabilities is forcing additional investment in cross-channel. Nikki Baird, Managing Partner of Retail Systems Research, will analyze the business drivers and opportunities in cross-channel retailing, as well as recommendations for success.

Join Retail experts to learn:

• How Retail "winners" approach cross-channel
• The state of cross channel technology: what's implemented, what's valued and adoption plans
• Recommendations for creating successful cross-channel capabilities
• Examples of how customers have overcome these barriers

Speakers:
Ryan Hoppe, Director of Marketing, ATG Optimization
Peter Krasilovsky, VP, Marketplaces and Conferences, BIA/Kelsey
Scott Spears, Call Center Director, Trader Media
Courtney Chalmers, Director of Marketing & Brand Management, BoatTrader.com

Your business is driven by advertiser revenue and you're looking for ways to optimize key performance metrics: conversion and retention.

Join this interactive webinar and gain the complete picture of how Trader Media (CycleTrader.com, BoatTrader.com, more) uses advanced lead performance and live help solutions to convert and retain more advertisers, grow revenue, and increase profits.

Trader Media marketing and customer care experts will share:

• How to increase leads and prove their value to advertisers using Call Tracking and Click to Call
• Best practices to improve advertiser retention and up-sell using Email Response and Click to Chat
• Tips to improve service efficiency by enabling distributed service agents to handle calls, emails and chats from remote locations

Hear how Trader Media is innovating their processes for the benefit of the advertiser, end-user and the bottom line.

Sponsored by: American Marketing Association
Presenters:
Nelson Boren, Director of Customer Experience, Genesco
Ryan Hoppe, Director of Marketing - ATG Optimzation, ATG

Using live help, Genesco has seen dramatic conversion increases of up to 20% with their Journeys and Lids.com brands. Using rules-based live chat and Click to Call, they are able to target the right customers at the right time--suggest a chat when they hit an error page, offer a callback when payment details are required, or provide optimal service to high value customers with their choice of live help options. The fact is, consumers want and value live online help.

Join us as we share consumer survey results and how Genesco is using this information to drive conversion rates, decrease abandonment and keep satisfied customers returning to their site.

Selecting and implementing a new e-commerce platform is not just about technology. The right process and management are just as important. A new e-commerce system gives you a vital opportunity to reinvent your web channel and leap ahead of your competition.

Join this webinar to hear calendars.com discuss their recent re-platforming project, and the planning that went into making it successful (the site was live in less than four months, and saw immediate and significant uplift in online sales). This expert webinar will help you build a plan to address the common re-platforming pitfalls and challenges, and ensure that your own project goes smoothly and successfully.

Sponsored by:	Retail Customer Experience
Presenters:	Ryan Hoppe, Director of Marketing - ATG Optimization, ATG
	James Bickers, Senior Editor, Retail Customer Experience

A growing number of retailers are turning to live chat and click to call solutions to provide live online customer service instead of forcing shoppers to use self-service or call a toll-free number. Why? Engaging shoppers with live help at the right time in the right channel decreases shopping cart abandonment, increases conversion rates and order values, and builds loyalty. New data suggests consumers want, expect and value live assistance when shopping online.

Join this one-hour webinar to hear key findings from a global survey of more than 3,000 shoppers, such as:

• What drives consumers' use of different customer service options, including live help?
• How useful is live help among different demographics and phases of the buying cycle?
• When and why do consumers want a live voice conversation vs. live text chat?

Find out how to transform your online shopping experience and boost online revenue with live help.

Presenters:	Eli Katz, President, Ashford.com
	Bill Mirabito, President, B2C Partners
	Bill Zujewski, Vice President Product Marketing, ATG

Future online growth depends on a best-in-class site that provides a differentiated and engaging user experience. Eli Katz, e-commerce expert from iBeauty -- now president of Ashford.com, a leader in online luxury and watch retailing -- explains the move to a next generation site.

In this webinar, you will learn:

• Why Ashford.com chose to re-platform and how they improved the user experience
• Key areas of e-commerce investment that drive immediate benefit
• How to develop a persuasive, actionable strategy that drives results
• Financial modeling for projecting ROI and the overall rate of return

Presenters:	Dariusz Partyka, Portal Development Department Director, Orange Poland
	Brendan Cooling, Director of Client Development, Telecommunications, ATG
	Rob Bamforth, Principal Analyst, Quocirca

Telecom companies are growing online, and should consider the online channel part of an integrated strategy. Hear how Orange Poland transformed their online channel in record time. ATG experts share how this and other projects are implemented, achievements, and case study results; and analyst Rob Bamforth from Quocirca will provide an overview of the market, and share reasons why all of this matters to you. Learn which tools work - and which don't - and turn your eBusiness channel into a revenue-generating, customer-engaging experience.

Presenter:

Dwight Klingenberg, David's Bridal VP Finance and Profit Improvement

Hear how David's Bridal enhanced its customers' online experience. David's Bridal partnered with Clicks & Mortar Consulting, InstantService (now ATG), and Global Response in the implementation of chat on the company's Web site. With no increase in customer headcount, the site enhancement resulted in improved conversion rates, increased average order value, and timely response to customer questions. Join this 45-minute webinar with Dwight Klingenberg, David's Bridal VP of Finance and Profit Improvement, and better understand how the company overcame issues and achieved results.

Presenters:

Tim Tyler, eMarketing manager, Viking Range Sucharita Mulpuru, Vice President and Senior Analyst, Forrester Research Kelly O'Neill, Product Marketing Director, ATG

As a manufacturer, your web site presents an important opportunity to not only influence consumer purchase, but also support the full product life cycle to ensure usage, satisfaction and brand loyalty. Learn the benefits of selling direct to drive, and find out how you can maintain sales growth and capture valuable information about consumers, their wants, and their expectations.

In this webinar, you'll learn:

• How Viking Range uses the Web to enhance their customer experience and preserve brand loyalty
• How to build a business case for investing more in your direct-to-consumer channel
• How to leverage the direct customer relationship to ensure satisfaction with knowledge, communities and service
• Guidelines to help you develop a channel strategy focused on what your consumers expect, what your competitors are doing, and what value your channel partners are adding and how to avoid channel conflict
• How to marry your B2C and B2B solution to improve operational efficiencies

Presenters:	Ginger Conlon, Editor-in-Chief, 1to1 Media Ryan Hoppe, Director of Marketing, ATG Optimization Services
Hosted by:	1to1 Media (Peppers & Rogers Group)

Ginger Conlon moderates the live interactive session featuring Ryan Hoppe, Director of Marketing & Optimization Services at ATG. They?ll explore the benefits of new technologies like click-to-call and click-to-chat. These live online help options are transforming the way companies do business, while increasing customer satisfaction. You'll find out how to transform your customer?s online experience and boost online revenue in the process.

You'll learn:

• How to use online service as a sales channel: Customers who have a question while online want the answer in that moment. Nearly 85 percent of online shoppers say they want access to live online help. Conversions increase when they have it. Engaging qualified customers based on their online behaviors can reduce cart abandonment and increase satisfaction in the process.
• The three myths about live online service: Some companies are concerned about the cost implications of live chat; others debate whether using both click-to-call and click-to-chat is redundant. And some are unsure how best to utilize the two. Best practices call for a balanced approach that optimizes the two tools for the right action at the right time, lowering call centers costs as a result.
• How to engage your best customers in the moment: Taking a rules-based approach to live online service allows companies to serve up the right options to the right customer at the right time. Dynamically routing and prioritizing service interactions ensures that services levels?and customer satisfaction?remain high in the process.

Presenters:

Ken Penny, Managing Director, Continental Airlines Henry Harteveldt, VP and Principal Analyst, Forrester Research

When Continental Airlines wanted to optimize its online bookings process and enhance the customer experience, they turned to proactive engagement with live help and met key business goals:

• Decrease site abandonment and increase conversion rates
  Achieved. Significantly reduced abandonment and showed 30% conversion rate for live help users
• Improve customer satisfaction
  Achieved. More than 25% of customers said
live help "saved" them from clicking to a competitor
• Reduce costs
  Achieved. Decreased call volume and shortened average handling times

Watch Ken Penny of Continental Airlines discuss how the airline used proactive live help to identify areas for optimization and drive measurable results. Also hear from travel industry guest speaker and expert, Henry Harteveldt, Principal analyst at Forrester Research, about the importance of live help within the travel industry. Watch the replay of this interactive video webinar today.

Presenters:

Nikki Baird, Managing Partner Retail Systems Research Kelly O'Neill, Director of Marketing, ATG

Join retail expert Nikki Baird of RSR Research as she reviews the best practices of winning online retailers from RSR's recent e-Commerce Benchmark survey. Plus you'll learn RSR's new model for evaluating opportunities to better engage with your customers.

In this dismal economy, the online channel is the brightest spot of hope for many online retailers. Consumers continue to accelerate their online shopping and develop new habits that include mobile devices and social media. Through a survey of online retailers, RSR has identified the winners and what they do better and what they do differently to succeed online.

In this webinar, you will learn:

• How winning retailers are responding to the latest online shopping trends and adjusting their technology investment priorities
• Best practices that the top retailers ? large and small ? use to get the most out of the online channel
• A new model for evaluating opportunities to better engage with your customers.

Presenters:

Lauren Freedman, President, the e-tailing group Kelly O'Neill, Director of Marketing, ATG

Join e-tailing expert Lauren Freedman of the e-tailing group and Kelly O'Neill of ATG for this interactive webinar and learn how the biggest names are employing bold strategies and visionary thinking. Hear how industry leaders are mining their customer feedback and gaining the most from technology and information..

Adding live help services - including Click to Call and Click to Chat - to Web sites and e-commerce platforms is a proven method to increase online sales and reduce the cost of servicing customers. Yet you may need answers to some key questions:

• Why is live help important?
• What is the right live help solution for achieving my business goals?
• How do I prepare my Web site and contact center for live help?
• How do I measure live help ROI after going live?

Join us as we explore the whats, the whys and the hows of live help - with consumer input, analyst perspective from Forrester Research, customer knowledge and technical know-how - and start to maximize the value of live help for your business.

Metrics and Measurement
September 2, 2009
Speakers: Wendy Hanks, ATG and Stephane Muszynski, ATG

Join us as we explore the whats, the whys and the hows of live help - with consumer input, analyst perspective from Forrester Research, customer knowledge and technical know-how - and start to maximize the value of live help for your business.

Preparing your Web site and Contact Center
August 26, 2009
Speakers: Wendy Hanks, ATG and Shawna Hedges, ATG

Join us as we explore the whats, the whys and the hows of live help - with consumer input, analyst perspective from Forrester Research, customer knowledge and technical know-how - and start to maximize the value of live help for your business.

Why Consumers Want Live Help, And
When They Want A Live Voice or Live Chat
August 19, 2009
Speaker: Bruce Temkin, Sr Analyst, Forrester Research

Watch this Webinar to learn more about ATG Customer Intelligence. The agenda includes an introduction to data warehousing and the dimensional model, an overview of the ACI architecture, data collection and data loading, as well as solutions to common customizations to ACI.

The traditional telecom model is changing. Innovation will take center stage for new business models. Consumers and technology are evolving and creating new opportunities - and new challenges - for Communication Service Providers. Join industry experts from ATG, and featured guest Forrester Research, to learn how to deliver on the next generation of telecom customer expectations.

Presenters:	Tom Davis, Director of Ecommerce, Tommy Hilfiger
	Ryan Hoppe, Director of Marketing, ATG

It's June 2009 and you're likely in the midst of holiday planning. You've heard analysts (and top retailers) state that Automated Recommendations are proving to be a "quick win" to drive online revenue and loyalty, but how do you sort through the crowded market of recommendations providers?

Join ATG and Tom Davis of ShopTommy.com to:

• Learn how to evaluate product recommendations solutions based on these four critical considerations.
• Understand how ShopTommy.com put recommendations to work across its site and e-mail campaigns to grow its online revenue.
• Find out how you can add product recommendations to your site in time for the critical 2009 holiday season.

Presenter:

Ryan Hoppe, Director of Marketing, ATG

Performance has always been key for direct-response advertising, but the market is becoming increasingly competitive. If that were not enough, companies are cutting their advertising costs, and want higher ROI from the activities they are keeping. Now, more than ever, you need to prove results to advertisers.

This webinar analizes the current challenges and uncover what you can offer to your clients to enhance their results - and measure them.

Presenters:

Faramarz Farhoodi, CIO & VP of e-Commerce, MotoSport, Inc. Ryan Hoppe, Director of Marketing, ATG

New data proves that offering both Click to Call and Click to Chat on your Web site is the best approach to maximize online sales and retention. But how should you get started? Would you benefit most from starting with live voice help or live chat? What "mix" of voice and chat makes sense for your business? Hear first-hand how industry leaders are integrating live help, driving more online sales, and increasing customer satisfaction.

Hosted by: Javelin Group

Presenters:

Tony Stockil, CEO and founder, Javelin Group Nina McIntyre, Senior VP and Chief Marketing Officer, ATG

Companies need to expand into new markets and grow in new areas. Entering new markets has always been risky and requires large investment and long research. However, e-commerce may be able to help you.

E-commerce is a path to fuel cost-effective growth, however your investment must be wisely placed to ensure your model supports variances in consumer shopping behaviours, logistical hurdles and international market expectations.

Join industry experts from Javelin Group and ATG to gain valuable insight on how to optimise your international e-commerce strategy.

Hosted by: Forrester Research

Presenters:

Brian Walker, Senior Analyst, Forrester Research Bill Zujewski, Vice President Product Marketing, ATG

Maintaining an engaging, compelling e-commerce site is a unique challenge for mid-sized businesses. Working with limited budget and personnel resources, mid-sized companies have usually had to settle for homegrown systems that can be ineffective or SaaS offerings that are constrained. It's time to learn about a better approach. Join industry experts from Forrester Research and ATG as we discuss enterprise-class on demand commerce applications that can lower your costs while providing the key capabilities essential for online growth.

Hosted by Insurance Journal
Sponsored by ATG

Presenters:

Tom Capp, VP of Sales and Agency, Esurance Lisa Ward, Director of Customer Experience, Esurance Dan O'Donnell, Sales Manager, Esurance Ryan Hoppe, Director of Marketing - Optimization Services, ATG

Esurance saw a market opportunity in helping people buy competitively priced auto insurance over the Web. The real key was making it truly simple — and comfortable — for customers to buy this complicated product online. Esurance wanted to provide 24/7 customer care with a clearly measurable business value, without investing in serious infrastructure changes. With Click to Call, Esurance lets online customers click on a button to request an immediate phone call from a licensed insurance counselor. Almost instantly, the phone rings and it's the agent calling to help the customer through the quote and purchase process without the hassle of IVR. This human connection during a complex sale has caused conversion rates to soar and fewer people were abandoning the site because they were getting the help they needed. Join this webinar to hear how Esurance has transformed an online idea into an expanding business with a reputation for a growing portfolio of products and loyal, high-value customers.

Hosted by Multi-Channel Merchant

Presenters:

Stephen Carvelli, Director of e-Commerce, Chico's Nikki Baird, Managing Partner, Retail Systems Research Kelly O'Neill, Director of Product Marketing, ATG

Consumer shopping patterns across all demographics are changing and satisfied multi-channel shoppers will spend up to 30 percent more with a retailer than single-channel shoppers (E-Commerce Times, April 2008). Join experts from ATG, Retail Systems Research, and Chico's to discover guidelines for employing a well-integrated cross-channel retail strategy to your business to win higher-spending, loyal customers.

Hosted by ClickZ
Sponsored by ATG

Presenter:

Bryan Eisenberg, Co Founder, Future Now, Inc.

The original conversion guru, New York Times best-selling author and ClickZ columnist, Bryan Eisenberg, will be presenting proven ideas on what to provide visitors after they click through. Bryan will explain how to transform your visitor's journey from first click all the way up to completion of your website's forms (both retail and lead gen) to maximize conversions. You'll learn the magic three questions that have made companies like Dell, Overstock, HP, 1-800 Flowers, Acceller, Shoeline, and CafePress millions of dollars. This fast-paced presentation will provide you with a to-do list to take back to the office to boost your marketing efforts.

Hosted by ATG

Presenters:

Kasey Lobaugh, Principal, Multi-Channel Retail Practice Leader, Deloitte Consulting Paul Dyson, e-Commerce Architect, e2x limited Kelly O'Neill, Director of Product Marketing, ATG

As the global economy rapidly changes, smart retailers are seizing their chance to prosper by growing into new markets. If done correctly, adding countries or brands via your online channel first is easier, less risky, is more economical and provides greater brand control than starting with brick and mortar stores. Even so, online globalization is still challenging terrain with many details to consider. Join experts from Deloitte Consulting, e2x limited and ATG on March 4, 2009 to discover guidelines and best practices for tackling your e-commerce expansion.

Hosted by ATG

Presenters:

Neal Polachek, The Kelsey Group Brian McCarthy, VP Product & Marketing, Citysearch Brock MacLean, VP of National Sales and Development, For Rent Media Solutions Tara Wagoner, Director of Dealer and Consumer Operations, Autobytel Ryan Hoppe, Director of Marketing, ATG

Now, more than ever, media companies and agencies who sell direct-response advertising need to prove the performance of the online and offline listings they sell to direct-response advertisers. Businesses today are weighing every ad dollar they spend, and media companies need to do more to prove the return on ad investment. Join our interactive panel discussion as we discuss the challenges of connecting with our advertisers across multiple channels and proving ROI.

Hosted by ATG

Presenters:

James Roper, Chairman of IMR World and Chief Executive and Founder of IMRG Bill Zujewski, Vice President Product Marketing, ATG

IMRG figures indicate e-commerce is growing. But 2009 will offer no time to settle for solutions that limit growth. To attract and convert prospects, increase average spend and retain customers, there are some questions that need answering. Join ATG and IMRG for this interactive Webinar and learn you can thrive in 2009.

Hosted by ATG

Presenters:

Bill Mirabito, Founder and Principal Analyst, B2C Partners Bill Zujewski, Vice President Product Marketing, ATG

While the economy is slumping, e-commerce is still growing. Budgets are tightening, but 2009 is no time to settle for software that limits growth. To speed deployment and reduce the cost of replatforming and total cost of entry, interest in hosted e-commerce alternatives has grown. But it's not without risk. View this webinar to discover how some on demand platforms can lower your costs while providing the key features essential for growth.

Hosted by ATG

Presenters:

Chip Gliedman, VP & Principal Analyst, Forrester Research Ryan Hoppe, Director of Marketing, ATG

View this webinar and walk away with an understanding of:

»	What your Web site needs to maximize every interaction with every visitor
»	How you can effectively decrease cost with the right technology
»	Which Web site optimization services deliver the greatest conversion and return on your investment

Hosted by ATG

Presenters:

Andrew Besford, Senior Business Consultant, CGI Bill Zujewski, Vice President Product Marketing, ATG

As in other sectors, today's telecommunications consumer pursues multiple paths in his purchase process. Your e-commerce platform becomes the critical software for both the web storefront and a multi-channel strategy. Combine a strong platform with easy-to-integrate SaaS-based e-commerce optimization services for the optimal ROI. Discover specific examples and case studies that will show you how to improve cross-channel selling and best use e-commerce in the short and the long run, to succeed in the current economic climate.

Hosted by ATG

Presenters:

Brad Strothkamp, Principal Analyst, Forrester Research Cid Jenkins, VP, North American Sales, eStara Connections from ATG William Gagnon, Global E-Commerce Leader, GE Money

This webinar focused on the immediate needs of today's financial services and insurance companies. Gain actionable insight on how proactive solutions such as click to call and click to chat are helping companies convert 62% more online applicants and get a return on investment of up to 300% in as little as seven months.

Hosted by STORES Magazine

Presenters:

Lauren Freedman, president, the e-tailing group Kelly O'Neill, ecommerce marketing director, ATG

With the economy struggling this holiday season, you're likely in need of some fresh ideas to keep today's savvy shoppers buying and coming back for more. In this webinar, ATG and the e-tailing group will share highlights from the 3rd annual "Mindset of the Multi-Channel Holiday Shopper" survey. You'll learn why the Web is the channel of choice for today's shoppers and discover tactics to stay the course this holiday season and beyond.

Hosted by ATG

Presenters:

Colum Joyce, IMR World Thibaut Behaghel, EMEA, eStara Connections, ATG

Join us for this ATG Webinar in French to find out more about the Multi-Channel Commerce Revolution and how to succeed.
NOTE: This webinar will be held in French

Hosted by ClickZ
Presenter: Jack Aaronson, CEO of The Aaronson Group

Are you utilizing ALL your company's customer touch points to reinforce your brand and market your products? Successful marketing executives are increasingly getting asked to help with customer service strategies. Here are some approaches to using high-touch personalization techniques to provide white-glove customer service both online and offline.

Hosted by ATG

Presenters:

Henry Harteveldt, VP and Principal Analyst, Forrester Research Ryan Hoppe, Director of Marketing, e-Commerce Optimization Services, ATG

Understand the online personalization techniques that travel and hospitality industry leaders are employing today to engage and retain customers and those emerging techniques that allow vendors to differentiate themselves among competitors.