Interact 2011 Video

Justify Attendance

Top 5 Reasons to Attend

Connect your messaging to customer intelligence and business processes: Foster the kind of engaged, loyal customer relationships that will set you apart in the marketplace.

Take customer experience to the next level: See how serving customers in progressively more innovative, responsive ways earns their engagement and loyalty.

Access thought leaders: Keynote speakers, technologists and thought leaders will share their views on customer engagement and its impact on companies — and their customers.

Make it REAL: Combine vision and strategy to engage with your customers on their terms, to build the durable, profitable relationships that set you apart in the marketplace.

Confer with your peers: Mingle with other Message Systems clients, partners and associates to learn from one another, share perspectives and gain insight into important issues that challenge us all.

All work and no play? NO WAY!

Aside from breakfast, lunch and breaks during the conference, you'll be joining your fellow attendees for a welcome reception, as well as two of our now-legendary dinners out on the town.

Join the Message Systems Community

We're working to maintain and strengthen that great sense of community that came out of our first user conference. Since our return from Paradise, we've set up a LinkedIn group, which is great for sharing experiences in using Message Systems products as well your personal experience on deliverability, SMTP, and other related topics.

Also, as always, you can comment on our blog if you really want to get our attention :) messagesystems.com/blog

Reserve Your Spot Today!

Don’t miss early registration! Sign up now for only $500, a savings of one-third off the regular registration fee of $750.

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Agenda

Please check back for regular updates.

Tuesday, August 21, 2012
1:00pm - 5:00pm	Intro to Message Systems MS 101: Intro to Message Systems Speaker: Mike Hillyer Message Systems offers a wide range of solutions that can help you solve real-world business challenges. But where do you start? This course was designed with the newest members of the Message Systems Community in mind. Whether you're primarily responsible for the install and deployment of the Message Systems Customer Conversation Hub for your business, or you're tasked with developing a strategy that ensures every customer touchpoint is a branding and relationship-building opportunity, this course will help you get the most value out of your time at Interact 2012. In this session you'll learn: Learn the basics of the Momentum engine and how it can help you make better use of data assets, intelligence sharing and synchronization of operations to achieve greater efficiency and cost savings. Review use cases of how other Message Systems clients have been able to coordinate contextually-relevant engagement for greater customer satisfaction. Preview the agenda of the full Interact User Conference to help you plan for and attend the sessions most relevant to you and your needs. Target Audience: Business and technology attendees who are about to join, or are new members of, the Message Systems Community.
6:00pm - 9:00pm	Welcome Reception

Wednesday, August 22, 2012
7:00am - 8:30am	Breakfast
8:30am - 9:00am	Welcome Address
9:00am - 10:15am	Keynote
	Technical Track	Business Track	Training Track
10:45am - 12:00pm	Conversation in a Multi-Channel World: Cross-Channel Communication Conversation in a Multi-Channel World: Cross-Channel Communication Speaker: Rob Marchi In the smartphone age, customers jump from email to text and back constantly. For businesses to join the conversation, multi-channel capabilities aren't enough. You need cross-channel messaging. And for that you need a single platform to communicate with customers according to their preferred channel of communication. We will examine how to transform messages between email, SMS/MMS and instant messaging and provide a live demonstration of real-time cross-channel communication. We’ll also describe how cross-channel strategies can work to improve customer engagement in various industries and through existing processes. In this session you'll learn: What is cross channel communication and why it is important How Momentum can be used to send messages via multiple channels How to transform messages from one channel to another Example use cases for real-time notifications Target Audience: Marketers, postmasters, system administrators, operations and support personnel and developers.	Engaged Customers: The Hallmark of Market Leaders Engaged Customers: The Hallmark of Market Leaders Speaker: Dave Lewis \| Panel: David Harvey and more (To Be Announced) In a real-time, interactive world, effective customer engagement is what separates market leaders from followers. Market leaders understand that engaging with customers in progressively more innovative, responsive ways is what it takes to earn their patronage and loyalty. We’ll discuss the new rules of engagement, and the processes and practices you’ll need to embrace in order to build and sustain an engaged customer base as social and mobile technologies continue to reshape the communications environment. In this session you'll learn: How customer behaviors and expectations are changing the rules of engagement What the future of customer engagement looks like and the modalities that companies must support Which technology solutions enable engagement and which ones don’t What are the best practices for creating a culture centered on customer engagement Target Audience: Business unit managers, marketing decision makers.	Momentum Essentials Momentum Essentials Speaker: Tom Cain This session will illustrate Message Systems’ Momentum platform by highlighting key features. We will follow “the life of a message” traversing a Momentum server, from injection to delivery. Features highlighted will include message injection, DKIM signing, binding assignment, custom logging, policy scripting in Lua, and Momentum’s underlying queuing architecture. Since Momentum configuration typically changes with customer needs, we will illustrate best practices for modifying the configuration using Momentum’s configuration repository. In this session you'll learn: How to configure Momentum for message injection Working with Momentum’s Configuration Repository Configuring Momentum for custom logging Configuring Momentum for DKIM signing Introspecting Momentum logs How Momentum arranges messages in queues How to write a binding assignment policy script in Lua Target Audience: System administrators, operations and support personnel and developers.
12:00pm - 1:00pm	Lunch
1:00pm - 2:15pm	Automating Intelligent Two-Way Dialog with Your Customers Automating Intelligent Two-Way Dialog with Your Customers Speaker: Tom Mairs As consumers depend more and more on smartphones and wireless devices to interact with the world, messaging is becoming ever more critical for businesses to keep in touch with their customers. Companies with legacy CRM implementations already have in place the powerful customer data sourcing and management capabilities needed to carry on intelligent, contextually relevant conversations with their customers. Yet they often lack the advanced messaging capabilities needed to carry on two-way dialogs enterprise-wide. This session will demonstrate near real-time automated conversation with customer through integration with existing data sources. In this session you'll learn: The importance of two-way dialog with customers How Momentum can integrate with existing data sources How policy can be used to automate dialog How policy can be used to route communication to the right resource for customer engagement Target Audience: System administrators, operations and support personnel and developers	What Do Real Time, Interactive and Multi-Channel Really Mean? What Do Real Time, Interactive and Multi-Channel Really Mean? Speaker: Dave Lewis \| Panel: David Harvey, Mike Hillyer and Barry Abel The marketing terms we’ve used for years, such as real time, interactive and multi-channel, have taken on new meanings – meanings that have great significance to customer experience and great consequences for companies. We’ll discuss why it’s important to accurately characterize your offerings in the marketplace in order to set and meet customer expectations, and ensure customer satisfaction. What the terms now mean in our inter-connected, digital world How they play into the user experience and the expectations customers have of the companies they do business with What the implications are for business processes and communication capabilities Target Audience: Business unit managers, marketing decision makers.	Mobility Essentials Mobility Essentials Speaker: Rob Marchi This session will explore Mobile Momentum and associated features. We will take a demonstration-oriented approach to highlighting key features of Momentum’s mobility module. Participants will see how easy it is to send messages over SMPP with the Momentum platform. Popular SMS use cases will be illustrated. In this session you'll learn: How to configure Momentum to use SMS and MMS Basics of the SMPP protocol How to introspect logs associated with sending via SMS Writing policy to make decisions on outgoing messages over SMPP and SMTP and incoming messages over SMPP Target Audience: System administrators, operations and support personnel and developers.
2:30pm - 3:45pm	Momentum Roadmap Momentum Roadmap Speaker: Jonathan Clark Review of Momentum Roadmap with interactive discussion and opportunity to provide feedback on functionality you would like to see in Momentum, Multi-Channel Momentum, and Adaptive Delivery. We’ll also discuss the debut of our solution bundle line of products tailored to specific platforms, including Momentum for CRM. In this session you'll learn: Where Momentum is headed New features on the near term horizon What is being considered longer term Target Audience: System administrators, operations and support personnel and developers	The Technology of Customer Engagement The Technology of Customer Engagement Speakers: David Harvey and Alec Peterson The technologies of a prior generation won’t deliver what companies need to achieve their customer engagement objectives, build brand-loyal relationships and preserve their revenue streams. Companies locked into legacy data systems and applications need to be mindful that capability limitations and performance shortfalls might not be readily apparent, yet could be having a negative effect on your business. We’ll discuss what to look for in your data architecture, messaging infrastructure and CRM implementations to understand what’s working and what is not. In this session you'll learn: Why current technologies and how they’re deployed fall short from a data and message management standpoint What is required to achieve real time, interactive and cross-channel communications that are contextually correct Target Audience: Business unit managers, marketing decision makers.	All About Replies to Momentum All About Replies to Momentum Speakers: Tom Cain and Laura Rose This session will take a developer-focused approach to investigating messages that come back to Momentum over SMTP. We will demonstrate how customers can leverage Momentum configuration and policy to handle bounces, FBL messages, and customer reply messages. The session will include discussion of Momentum’s bounce handling capabilities, FBL logging, custom logging, reading and writing Jlogs in Momentum and techniques for handling reply messages. In this session you'll learn: How Momentum handles synchronous and asynchronous bounces What Momentum does with FBL messages Writing policy to handle bounces and replies differently Writing a Jlog with Lua Reading a Jlog and storing reply message data to a database Target Audience: System administrators, operations personnel and developers.
4:00pm - 5:15pm	Sponsor Session Sponsor Session Speaker: To Be Announced Our sponsor sessions are a great opportunity to hear directly from Message Systems partners and allies that can help drive more value from your message-based business operations. In this session you'll hear from: Messaging security solutions providers Systems integrators Technology developers, and more Target Audience: Marketers, postmasters, system administrators, operations and support personnel and developers.		Advanced Momentum Concepts – Writing a Momentum Module with Lua Advanced Momentum Concepts Speaker: Elliot Tilley This session will highlight capabilities of the Lua Programming Language by demonstrating how to write a Momentum module in Lua. The ability for developers to write and configure a Momentum module written in Lua illustrates Message Systems’ commitment to providing customers with highly customizable and extensible software. Participants will be exposed to Lua fundamental language constructs including basic types, control flow, iterators, tables, and packages. In this session you'll learn: Fundamental language constructs of the Lua Programming Language Sample use of Message Systems’ Lua API How to write a Momentum module using Lua How to configure Momentum to use a module written in Lua Target Audience: Developers
7:30pm - 10:15pm	Off-site Dinner

Thursday, August 23, 2012
7:00am - 8:30am	Breakfast
9:00am - 10:00am	Keynote
	Technical Track	Business Track	Training Track
10:45am - 12:00pm	Managing Systems Abuse at B2C Companies Managing Systems Abuse at B2C Companies Speaker: To Be Announced \| Panel: To Be Announced As repeated highly publicized breaches have shown, enterprise and ESP messaging platforms are huge targets for cyber criminals. In this session we will examine the vulnerabilities unique to enterprises and ESPs, and review the kinds of targeted spear-phishing attacks cybercriminals employ today. We’ll set out a security framework built on both prevention and mitigation stages, an approach that helps to avoid abuse of your systems as well as quickly minimize damage in case of a breach of security. Session includes panel discussion. In this session you'll learn: Why protecting against outbound abuse is vitally important What areas to you consider when protecting against abuse What to do when a breach has occurred What ecosystem partners can help before or after a breach Target Audience: Marketers, postmasters, system administrators, operations and support personnel and developers.	Safe and Secure Messaging: A Core Business Requirement Safe and Secure Messaging: A Core Business Requirement Speaker: Dave Lewis \| Panel: Mike Hillyer, Rob Marchi, and more (To Be Announced) Message security is no longer a topic CMOs can defer to their IT/Ops team. Protecting customers, their data and privacy have become core business issues. Security threats can impact the brand as well as customer loyalty and revenue generation. We’ll discuss the changing nature of the threats facing businesses today, especially marketing services providers, email service providers and the enterprise. In this session you'll learn: Why safe and secure messaging poses both risks and rewards to the trust relationship with customers and impacts business results What role marketers should play and the steps they should take Target Audience: Business unit managers, marketing decision makers.	Message Central Essentials Message Central Essentials Speaker: Jeff Gorton This session will explore the features of Message Systems’ Message Central product. During this session, you will gain an understanding of the different modes of operations in which Message Central can work and how you can use these modes to combine your own data structures with the power of the Message Central data structures. We will provide the tools to understand and implement Message Central in your own environment. Emphasis will be placed on real world examples of how Message Central is being used in production. In this session you'll learn: What are the different Message Central operating modes Where are the deliverability controls in Message Central How to create, manage, target and segment recipient lists in the UI How to create personalized and conditional content in the UI How to send a triggered mailing using the MC REST API How to create custom applications that extend the Message Central UI Target Audience: System administrators, operations and support personnel and developers.
12:00pm - 1:00pm	Lunch
1:00pm - 2:15pm	Enhancing CRM with Messaging Capabilities Enhancing CRM with Messaging Capabilities Speaker: To be announced CRM systems like Siebel are among the most powerful tools available for marketing to a global customer base. Yet with consumers turning to smartphones, mobile devices and messaging channels for day-to-day communication, customer engagement gets more challenging all the time. You need to instantly reach customers within highly precise time windows. And engage them with targeted, personalized content through the channel of their choice, whether email or SMS/MMS text or a mix of channels. We’ll discuss strategies for extend messaging functionality within your CRM to deliver the right message, at the right time, through the right channel. In this session you'll learn: How to add multi-channel and cross-channel communication to an existing CRM How to extend the functionality of your CRM with the Momentum platform to maximize customer engagement Target Audience: Marketers, postmasters, system administrators, operations and support personnel and developers.	Message Central: Your Solution for Unified Company Messaging Message Central: Your Solution for Unified Company Messaging Speaker: Irina Doliov Message Central is a powerful campaign management solution that includes all the tools you need to build and manage custom message templates, segment audiences, deliver personalized communications, pull data from other business systems, and track results to improve campaign effectiveness. We’ll discuss how marketers and other business users can leverage Message Central and put the world’s most advanced messaging capabilities to work in their companies. In this session you'll learn: How Message Central works, what are it’s full capabilities and why they’re unique in the marketplace What is on the Message Central roadmap, when and why Target Audience: Marketing decision makers, customer care and other system users.	Advanced Operational Concepts with the Message Systems Platform Advanced Operational Concepts with the Message Systems Platform Speaker: Mark Bainter This session will build on concepts introduced in earlier sessions on Momentum and Lua, taking participants through advanced Momentum operations’ principles and Lua concepts. Participants will cover advanced techniques for monitoring and troubleshooting Momentum and key underlying system resources as well as tuning options for improved performance. Advanced DKIM signing and message binding in Lua will be addressed including leveraging Momentum's threadpool capabilities for potentially high-latency operations and parsing message content. In what time remains we'll cover some tips and tricks for getting information from Momentum and its log files for doing analytics and monitoring. In this session you'll learn: How to evaluate Momentum's performance, identify potential bottlenecks, and make necessary performance tuning adjustments Assorted message parsing techniques in Lua Multiple methods of constructing Lua scripts to do binding assignment and DKIM signing How to offload high-latency operations into their own threadpool Tools for monitoring and log analysis Target Audience: System administrators, operations and support personnel and developers.
2:30pm - 3:45pm	The Best Technologies for Realizing Business Opportunities The Best Technologies for Realizing Business Opportunities Speakers: Randy Ide and Dave Lewis \| Panel: To Be Announced In this session, a panel of Message Systems clients will pose their top three real-world business opportunities or challenges to a panel of technologists. The technologists will present their proposed resolutions for critique by the client panel and audience. In this session you'll learn: Practical solutions to common business challenges Target Audience: Marketers, postmasters, system administrators, operations and support personnel and developers.		Advanced Message Central Concepts: Working with the REST API Advanced Message Central Concepts: Working with the REST API Speaker: Jeff Gorton This session will introduce the REST API component of Message Systems’ Message Central. We will cover the REST API structure, output formats, along with the process recommended for updating Message Central data with the REST API. We will demonstrate how to leverage the REST API to update mailings and recipients, manage API triggered mailings, and access external data. In this session you'll learn: Accessing the Message Central REST API Reading and exporting Message Central data using the REST API Understand the recommended process for using the Message Central REST API for updating data Updating campaigns and mailings with the Message Central REST API Managing API Triggered Mailings with the Message Central REST API Managing recipient data with the Message Central REST API Understand the process of accessing external data with the Message Central REST API Target Audience: System administrators, operations and support personnel and developers.
4:00pm - 5:15pm	Engineering Deep Dive into Message Systems Products Engineering Deep Dive into Message Systems Products Speaker: Wez Furlong Join us for a deep dive into the internals of Message Systems products and learn advanced tips and tricks for making the most out of your technology. In this session you'll learn: Details on the internals of the Message System product suite Advanced configuration and policy tips Target Audience: System administrators, operations and support personnel and developers	Mobilize Your Business Mobilize Your Business Speaker: Rob Marchi In today’s world, effective customer engagement means mobile engagement. And the heart and soul of any effective mobile communications strategy needs to be a mobile messaging strategy. Why? First, because SMS text is built into virtually every mobile phone on the planet. Second, because with the proliferation of smartphones, more and more consumers access email on their handsets now. Even if you choose to pursue an app-based strategy, you’ll still need to think about notifications, alerts and other kinds of mobile messages. Join us to gain an understanding of mobile basics. In this session you'll learn: Why mobile communication is no longer an optional business strategy How the mobile marketplace works and where to prioritize your efforts What you should do to integrate text and instant messaging into the communication mix Target Audience: Business unit managers, marketing decision makers.	Advanced Message Central Concepts: Direct Access Mode Advanced Message Central Concepts: Direct Access Mode Speaker: Dave Gray This session will take a developer-focused approach to investigating Message Systems’ Message Central (MC) software. Session participants will understand the MC modes of operation. We will demonstrate how customers can leverage their existing data sources and send high volume mailings via Direct Access Mailings. In this session you'll learn: What are the Message Central modes of operation? How to setup and send a Direct Access mailing using an existing source of recipient data How to leverage Message Central’s click and open Jlog for your custom needs Target Audience: System administrators, operations and support personnel and developers.
7:45pm - 10:30pm	Off-site Dinner

Friday, August 24, 2012
7:00am - 8:30am	Breakfast
	Technical Track	Business Track	Training Track
8:30am - 9:45am	Email Authentication Best Practices Email Authentication Best Practices Speaker: Kate Nowrouzi What is the cost to your brand and customer loyalty from phishing attacks? Is deliverability improved with authentication? Learn more about best practices for email authentication and emerging standards such as DMARC. In this session you'll learn: Best practices around email authentication What is DMARC and why do I care? Target Audience: Marketers, postmasters, system administrators, operations and support personnel and developers.	Leveraging All Touchpoints: Marketing and Customer Care, Converged Leveraging All Touchpoints: Marketing and Customer Care, Converged Speaker: Barry Abel \| Panel: To Be Announced Increasingly, the separation between marketing and service communications is blurring. Astute marketers recognize that their best upsell opportunities are often associated with customer care interactions — yet they frequently don’t own those interactions and can’t effectively leverage them due to organizational or technological constraints. This panel of experts will review these opportunities and how to overcome obstacles in realizing them. In this session you'll learn: The most important touch points between business and customer Techniques for effectively leveraging these touch points Ways to measure success Target Audience: Business unit managers, marketing decision makers.	Message Scope Essentials Message Scope Essentials Speaker: Dan Williams We will demonstrate using the Message Scope Web UI to control what users can see and what changes they can make to message dispositions. In addition, participants will see practical, but advanced remediation list usage with Message Scope and learn how to create custom remediation actions. In this session you'll learn: How to verify that Momentum is set up to interact with Message Scope How Momentum and Message Scope interact with each other How to use the Message Scope web user interface to search and export message disposition information Managing users and their roles in the Message Scope Web UI How to create custom remediation actions with Message Scope Target Audience: System administrators, operations and support personnel and developers.
10:00am - 11:15am	High-Volume Injection Architecture High-Volume Injection Architecture Speaker: Mike Hillyer In this session, Mike Hillyer will take a holistic look at the entire messaging infrastructure needed to achieve high-volume sending and how all the pieces come together. In this session you'll learn: How to scale your infrastructure from databases to bounce handlers New technologies that can be leveraged to increase platform performance Target Audience: Marketers, postmasters, system administrators, operations and support personnel and developers.	Using Customer Intelligence for Real-Time Messaging Decisions Using Customer Intelligence for Real-Time Messaging Decisions Speakers: David Harvey and Alec Peterson \| Panel: To Be Announced Effective customer engagement demands effective message management across communication channels and organizational silos. But it also demands effective data management so your messages are relevant and contextually correct. Customer interactions that happen through Customer Care or Support can and should have direct bearing on subsequent interactions through Marketing or Sales. We’ll discuss why it’s critical that knowledge and awareness of customer interactions must be shared enterprise-wide, and how customer intelligence can and should underlie more effective messaging strategies. In this session you'll learn: How changes in the nature of communication (real time, interactive, cross-channel) are changing the data management game Why access data sources across the enterprise, real time data capture/interpretation and on the fly message decisions are now crucial to effective customer engagement What are the technology requirements for best use of customer intelligence with use cases on how they can be applied Target Audience: Business unit managers, marketing decision makers.	Email Deliverability Concepts and Adaptive Delivery Email Deliverability Concepts and Adaptive Delivery Speakers: Jill Resnick and Kate Nowrouzi This session will outline configuration and use of Message Systems’ Adaptive Delivery technology. Frequently asked questions that we have encountered with customers will be addressed through a technical discussion of the use of Adaptive Delivery. Participants will see reports produced by AD and learn how to configure the feature to take action based on thresholds for bounces and FBLs. In this session you'll learn: Email deliverability best practices and recommendations A review of Momentum’s traffic shaping capabilities What options are impacted by the adaptive module? How to configure Momentum to use Adaptive Delivery Adaptive reporting Target Audience: System administrators, operations deliverability staff, support personnel and developers.
11:30am - 12:15pm	Wrap-Up / Thank You