Upcoming Webinars

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Archived Webinars

Ready to Get Serious About Going Direct?

January 12, 2010

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

Engage the Right Customers at the Right Time

December 17, 2009

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.

VIDEO WEBINAR: How Continental Airlines Increased Customer Satisfaction with LIve Help

December 9, 2009

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: br>

• 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.

Outgrowing your Web store? Should you Re-design or Re-platform?

November 17, 2009

Presenters:

Ronit Weinberg, VP of e-Commerce and Online Marketing at Diane von Furstenberg Bernardine Wu, Founder and CEO of FitForCommerce Bill Zujewski, VP of Product Marketing, ATG

You know you have outgrown your online store and it is time for either a re-design or re-platform. You have revenue goals for your new site, but how do you ensure that your e-commerce platform and new site meet those goals? Hear how the VP of e-Commerce and Online Marketing at Diane von Furstenberg met these challenges and you'll get practical information and advice from industry expert Bernardine Wu, Founder and CEO of FitForCommerce.

You'll ensure that your next site provides your customers with a great shopping experience and you will be rewarded with higher conversion rates, and increases in order sizes and return visitors.

In this webinar, you will learn:

• How to prioritize new site features and improvements
• How to decide whether to re-design or re-platform
• How to design a site to improve both customer satisfaction and results
• What other online retailers are doing to drive conversions and leverage social and mobile initiatives
• The capabilities of today's leading site management tools and merchandising tools

Online Commerce in 2009: How Winning Retailers Have Changed the Game

November 3, 2009

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.

Readying your e-Commerce for the Next Retail Revolution

September 29, 2009

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..

3-Part Webinar Series - ROI Best Practices: Maximizing Return on your Live Help Investment - Part 3

September 2, 2009

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 at 11AM ET
Speakers: Wendy Hanks, ATG and Stephane Muszynski, ATG

3-Part Webinar Series - ROI Best Practices: Maximizing Return on your Live Help Investment - Part 2

August 26, 2009
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

3-Part Webinar Series - ROI Best Practices: Maximizing Return on your Live Help Investment - Part 1

August 19, 2009
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

ATG Customer Intelligence Workshop: ATG Data Warehousing

July 28, 2009
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 New Telecoms Ecosystem - Innovate to Grow

July 15, 2009

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.

The Four Keys To Success For Product Recommendations

June 18, 2009

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.

The Future of Online Directories

June 12, 2009

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.

Live Help - The Power of Click to Call and Click to Chat

June 3, 2009

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.

Internationalisation - Entering new markets with e-commerce

May 15, 2009
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.

Enterprise-Class e-Commerce for Mid-Sized Companies

May 12, 2009
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.

How Esurance Increased Online Inquiries and Reduced Abandonment — with No Upfront Investment (Video Webinar)

April 2, 2009
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.

The Cross-Channel Mandate for Winning High-Value Customers

March 25, 2009
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.

Post-Click Marketing: Maximizing Conversions Once Visitors Arrive

March 18, 2009
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.

e-Commerce Technology - Where to Invest Today

March 11, 2009
Hosted by Internet Retailer
Sponsored by ATG

Presenters:

Kurt Peters, Editor in Chief, Internet Retailer Brian Walker, Senior Analyst, Forrester Research Ryan Hoppe, Director of Marketing - Optimization Services, ATG

Join the webinar with analyst insight into e-commerce technology investment in a downturn economy. Explore decisions from replatforming of your site to SaaS offerings that provide quick wins for your e-commerce strategy and hear how top retailers are driving revenue despite economic challenges. This interactive session will allow you to get the answers you need and navigate the months ahead.

Hat, Chapeau, and Sombrero! - How to Globally Expand e-Commerce

March 4, 2009
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.

The Importance of Proving Advertising Performance In Tough Economic Times

February 25, 2009
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.

Thriving in Tough Times - Where to Invest in 2009, with IMRG

February 19, 2009
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.

e-Commerce Platforms: The Risks and Rewards of On Demand Options

January 13, 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.

Which Technology Can Save Your [Online] Business...Now

December 18, 2008
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

e-Commerce & Telecommunications: Tangible ROI in a Challenging Economy

December 9, 2008
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.

Engage Them. Convert Them. Keep Them.
Maximizing online interactions in a difficult financial market.

November 18, 2008
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.

How to Finesse this High-Stakes Holiday Season (and the year ahead)

October 30, 2008
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.

La Révolution du Commerce Multi-Canal

October 15, 2008
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

High-Touch Personalization, The Successful Marketer's Secret Ingredient

September 29, 2008
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.

How to Engage Online Travelers with a Personalized Touch that Fosters Loyalty

September 26, 2008
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.