VENUE

Renaissance Chicago O’Hare Suites Hotel
8500 West Bryn Mawr Ave.
Chicago, Illinois 60631

AGENDA

1:00 - 1:30 PM: Arrivals / Drinks & Snacks / Booths Open

Arrive at the ballroom foyer of Salon D and enjoy some refreshments while networking with attendees and stopping by the booths.

1:30 - 1:35 PM: Welcome to SugarConnected

Speaker: Alex Gadd, Vice-President, Customer Success, SugarCRM

1:35 - 2:15 PM: Mars or Venus: Are Sales, Marketing and Service Really from Different Planets?

Years ago, a book “infamously” declared that Sales was from Mars and Marketing was from Venus in an attempt to explain the all too familiar divide between the two functions. Technology and automation were billed as the “interstellar shuttle” that could bridge the gap.  That hasn’t gone smoothly. So now what? What planet is the customer on? What is reality and what sells books? What is really happening between these core customer experience front line functions? 

Join Liz Miller, VP and Principal Analyst at Constellation Research, for an interactive discussion around the reality (and a reality check) on the chaotic world of CX. Miller will share key trends reshaping CX and look beyond the hype to talk about the pragmatic practices that deliver on growth. With so many pitches and promises out there, this session will touch on some of the hottest segments of tools and technology to demystify the engagement stack. She will also answer any burning CX questions you may have in an “Ask Me Anything” interactive Q&A.


Speaker: Liz Miller, Vice President & Principle Analyst, Constellation

2:15 - 2:55 PM: What’s New? What’s Next? Future Direction & Innovation Highlights of SugarCRM

Hear about key technology trends and major business challenges that impact your sales, marketing, and service teams. Understand SugarCRM’s future direction and how we envision helping your organization thrive today and tomorrow. Learn about recent innovation highlights, see the latest key capabilities in action, and get a preview of future developments. 


Speakers: Volker Hildebrand, SVP, Product Marketing & Zac Sprackett, CPO, SugarCRM

2:55 - 3:05 PM: Break

Take a brief break in the Foyer for refreshments and snacks.

3:05 - 3:45 PM: A Real Success Story for Enabling Change with Sharon Parker of CMPA

Sharon Parker is a veteran in the world of change enablement & change leadership with over 25 years of experience in senior advisory positions. Join us at SugarConnected to hear Sharon share her story of leading The Canadian Medical Protective Association (CMPA) through their SugarCRM implementation, including Sugar Market. Regardless of where you are on your implementation journey, Sharon’s session will inspire new ideas on how you can support adoption as she describes:

  • How CMPA defined successful adoption
  • How they drove cultural changes
  • The challenges they overcame
  • How they kept their teams humming efficiently with Sugar post-launch

Speakers: Sharon Parker, Senior Change and Learning Advisor, CMPA & Lizzy Overlund, Global CX Director, SugarCRM

3:45 - 4:25 PM: Roundtable Discussion

We’ve heard what the future holds–for Sugar and for business–and we know what it takes to see a true return on your investment, but now let’s discuss! This session is rooted in idea-sharing and collaboration. During this roundtable discussion, each table will discuss key questions that encircle the day’s agenda. At the end, you’ll have the opportunity to share your discussions with the larger group!


Speaker: Clint Oram, Chief Strategist & Founder, SugarCRM

4:25 - 4:30 PM: Closing Comments

Speaker: Alex Gadd, Vice-President, Customer Success, SugarCRM

4:30 - 5:30 PM: Networking Reception / Booths Open

Join us for networking and stopping by the booths while enjoying hors d’oeuvres and cocktails. 

SPEAKERS

Alex Gadd Vice-President, Customer Success, SugarCRM
Alex has been with Sugar since 2016 in a few different roles; leading Professional Services, then as the first Strategic Account Director, before stepping in as the Vice President of Customer Success for the Americas in 2021. During that time, he has managed the accounts of some of Sugar’s largest customers in North America, including Rheem, Tyson, JP Morgan, and IBM/Kyndryl.
Previously, Alex held leadership positions at Oracle and CBS MarketWatch, and at the original digital-only marketing agency, Agency.com. Additionally, he held his dream job for one year, as a product manager at MLB.com helping to build the award-winning MLB At-Bat mobile app.
Alex did his undergraduate studies at the University of Vermont and holds an MBA from New York University. He has a wife, two daughters, and 2 dogs, and lives in New Jersey.
Liz Miller Vice President and Principal Analyst, Constellation
Liz Miller is Vice President and Principal Analyst at Constellation focused on the org-wide team sport known as customer experience. While covering all core pilars of CX (Sales, Service and Marketing), Miller spends time zeroing in on the business demands on today’s Chief Marketing Officer, the evolution of customer engagement and the rising requirement for a new security posture that accounts for the threat to brand trust.  A 28-year marketing veteran, Miller offers strategic guidance on the leadership, business transformation and technology requirements to deliver on today’s CX strategies. She has worked with global marketing organizations on transforming everything from business models to messaging in order to stay competitive in the shifting digital landscape. She will examine the key trends modern CMOs face, ranging from the realities of engagement in the trust economy to how marketing has become enterprise security’s greatest threat and critical champion. 
Prior to joining Constellation, Liz oversaw research, programs and content for the Chief Marketing Officer Council, developing thought leadership agendas for CMOs around the globe. Liz also counseled numerous organizations on core messaging and competitive advantage, working with marketing, advertising and security solutions. Liz is a skilled moderator, facilitator and speaker, engaging C-suite executives in hundreds of industry webcasts and roundtables, keynote presentations and panels around the globe. 
Voker Hildebrand SVP, Product Marketing
Volker has an extensive background of 20+ years in CRM & CX and held senior leadership roles in product marketing, product management, and product strategy, He has a proven track record of bringing new products to market from initial launch to established market leadership and accelerating growth for eCommerce and CRM products.  He is an innovative thinker and renowned customer experience thought leader and co-author of “The Customer Experience Edge”. 
Sharon Parker Senior Change and Learning Advisor, CMPA
Sharon Parker is a veteran in the world of change leadership and change enablement. She has held a number of senior advisory positions within the Canadian public, private and not-for-profit sectors  
During her 25+ years, Sharon has advised on all matter of projects, ranging from technology implementations to performance management programs to brand and culture change projects. Sharon has worked as a consultant for the big guys, built two change management and leadership coaching practice groups in the federal government and launched her own coaching and consulting firm.    
Sharon has numerous certifications in addition to an MBA and psychology degree from Queen’s University.  
She is immensely proud of her son and daughter who are in their mid-twenties and following in her continuous learning footsteps, undertaking post-grad studies in the US and Europe. 
Zac Sprackett CPO, SugarCRM
Zac leads SugarCRM’s globally distributed product management, user experience, and engineering organizations. He is responsible for defining the product vision and strategy of the Sugar platform and for the execution of that strategy. He has over 25 years of experience in technology companies having held a variety of leadership roles. 
Previously, Zac served as Senior Vice President of Product, where he drove the strategic vision for the Sugar platform. Before SugarCRM, Zac held management positions at Geeknet, Mitel, VA Linux Systems and Corel Computer Corp. 
Lizzy Overlund Global Customer Experience Director, SugarCRM
Known as a “customer whisperer”, Lizzy Overlund has dedicated her career to understanding customer needs and challenges, guiding customers across multiple industries towards achieving outcomes for their business’ continued excellence.    
Lizzy now manages SugarCRM’s Voice of the Customer Program, finding feedback trends to then develop customer experience transformation strategies across the whole of SugarCRM. She is also the co-host of the FuelGrowth podcast, sponsored by SugarCRM, where she sits alongside guests to tease out other companies’ methods for considering customers and employees along their business growth journey.  
Outside of her career, Lizzy is a mother to a 5 year old daughter who believes the right way of earning loyal customers is to “just hug them”. The pair travel often together and are very much excited for their upcoming London and Italy adventures! 
Clint Oram Chief Strategist & Founder, SugarCRM
Clint helped found SugarCRM in 2004 with the goal of enabling companies around the world to turn their customers into loyal fans. Today, he leads strategy and acquisitions for the company. Clint was one of the original architects and developers of the Sugar application and has focused on building out the product, company, partners and community in a variety of executive roles. 
Prior to co-founding SugarCRM, Clint held senior roles in the development, professional services and product management organizations at Epiphany, Octane Software and Hewlett Packard. He has 20 years of experience in the enterprise software industry and over 15 years designing and building award-winning CRM software solutions. Clint holds a BS in computer science from Cal Poly, San Luis Obispo and is the co-author of multiple CRM software patents. Clint enjoys traveling and speaking at conferences on a variety of customer experience and entrepreneurship topics, and has visited SugarCRM customers and partners in over 25 countries.

FAQ

Getting to the Renaissance Hotel

  • Distance to Renaissance Hotel
    • Chicago O’Hare International Airport 3.4 miles
    • Hotel Airport Shuttle:  Complimentary
    • On-Site parking $35
  • Other Transportation

The Neighborhood

The Renaissance Hotel is located in near Chicago O’Hare Airport where there are many nearby attractions.