Connect with the Brightest Minds in Customer Experience

Boston, MA // Babson Executive Conference Center // September 25, 2019

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Keynote Speaker CEO Craig Charlton Reveals the New Sugar

Craig Charlton

Be inspired by all the possibilities you have to bring your customer experience to the next level.

Keynote Speaker Scott Stratten

Sales, Marketing, Brand, and Relationship Expert

As the ultimate sales and marketing truth slayer, Scott helps organizations see their business through a new lens with his unconventional “unmarketing” views and vanguard approach to building and maintaining real customer relationships.

Scott Stratten

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Time Description
8:00 – 4:00 PM Registration Open
8:00 – 9:00 AM Continental Breakfast & Sponsor Expo
8:00am – 4:30pm Ask the Experts Room Open

Looking for expert advice on a specific question? Or maybe you’d find value in seeing our latest Sugar demos? Stop by to schedule a one-on-one “Ask The Experts” session with our customer experience specialists.

9:00 – 10:00 AM Keynote 1 – Introducing the New Sugar
Craig Charlton, Chief Executive Officer

New strategy, new brand and new products – CEO Craig Charlton is charting a new future for customer experience, Sugar and your business. Be the first to see the “New Sugar” in action and discover the myriad of ways in which we are helping businesses like yours create customers for life.

10:00 – 10:45 AM

Keynote 2 – The New Sugar: What it Means for You
Chris Pennington, Chief Customer Officer

The world’s first intelligent, no-touch customer experience platform provides the solutions you need to earn customer loyalty and create customers for life. What products are best suited to help you achieve your business goals? Hear from Chief Customer Officer Chris Pennington on what the new product portfolio means for you, what’s available on-premise and in the cloud, how you can easily migrate and what to do next.

10:45 – 11:20 AM Refreshment & Networking Break
11:20 AM – Noon

Customer Panel – Clint Oram, Co-Founder & Chief Strategy Officer
How Leading Brands Deliver Great CX with Sugar
Julie Feller, Direct Marketing Manager, Cireson
Joe Cora, Engineering Manager, The New York Times
Michelle Accardi, President & CRO, Star2Star Communications

Creating customers for life begins and ends with delivering great experiences at every stage of the customer journey. Join Co-Founder and Chief Strategy Officer Clint Oram to learn how customers from Cireson, The New York Times and Star2Star Communications put the power of Sugar to work to close deals faster, differentiate themselves in the market, focus on high-value initiatives and deliver exceptional customer experiences.

Noon – 1:15 PM Lunch & Networking
1:15 – 1:45 PM

Sugar Market Overview – Logan Henderson, General Manager of Marketing Automation, SugarCRM

Part of creating customers for life is attracting, engaging and converting the right type of prospects at the top of the funnel. Sugar Market (formerly Salesfusion), is designed to transform how marketing teams engage audiences and measure success through the buyer journey. This session will provide a deep overview of Sugar Market, best practices on the optimal way to use marketing automation and streamline sales and marketing processes and how the solution is being used by SugarCRM customers to drive growth.

1:45 – 2:15 PM

Sugar Sell Overview – Zac Sprackett, SVP, Product Management, SugarCRM

The world’s most successful sales organizations share at least one thing in common: the tools, systems and processes to drive extraordinary buying experiences for their customers. The new Sugar Sell is designed to help the entire organization drive revenue, reduce sales costs and increase collaboration. In this session, Zac Sprackett will give an overview of Sugar Sell, its key features, and what makes it different from other competing solutions. Learn how Sugar Sell can help organizations accelerate collaboration, sales efficiency and pipeline velocity.

1:45 – 2:15 PM

Sugar Serve Overview – Deepak Deolalikar, Senior Director of Product Management, SugarCRM

Part of building a great customer experience is providing exceptional customer support. The new Sugar Serve is designed to streamline your support processes while increasing productivity of support professionals and also empowering your customers with powerful self-service tools. This session provides an informative deep dive into the solution – its core modules, features and capabilities.

2:45 – 3:15 PM Refreshment & Networking Break
3:15 – 4:30 PM

Keynote 3 – Cultivating Customers for Life: Your Product Roadmap
Rich Green, Chief Technical Officer & Chief Product Officer, SugarCRM

Lifelong customers are created by consistently exceeding expectations across the customer journey. Join Chief Technical Officer and Chief Product Officer, Rich Green, for an in-depth review of the new Sugar products and capabilities that help you deliver predictive insights, empower your frontline employees with real-time actionable intelligence, and anticipate and fulfill the needs of your customers – even before they realize they have them. General Manager of Analytics, Richard Daley, will join Rich to give a sneak-peek at our newest solutions that will enable you to discover more about your customers and amplify business intelligence to new levels. You won’t want to miss it!

4:30 – 5:30 PM

Closing: Guest Speaker – The Renowned Scott Stratten (
UnSelling: The New Customer Experience

Feel like you’re getting close to mastering the customer experience? Think again. Scott Stratten is about to challenge everything you’ve heard about selling in the age of empowered customers — in the best way possible. Based on 800-CEO READ’s Sales Book Of The Year, Stratten’s “UnSelling” methods will prepare you to anticipate and fulfill needs… long before customers even realize they have them.

In this highly energetic and engaging talk, you’ll learn what it takes to create repeat customers instead of one-time buyers — and how to create loyal advocates instead of faceless numbers.

Stratten will introduce you to a whole new method for cultivating customers for life — one that will completely change the way you sell, for the better. Learn how to separate from the pack of noise. Learn how to UnSell.

5:30pm – 7:00pm Cocktail Reception & Sponsor Expo

Join us at SugarConnection



Be inspired and get your mind whirring on all the possibilities you have to bring your customer experience to the next level.



Leave equipped with knowledge, best practices and hands-on teachings from our CX and CRM experts.



Build meaningful and beneficial relationships with others in your industry at a SugarConnection location that works for you.


Polar Strategy

Interested in Being a Sponsor?

We’d love for you to join SugarConnection as a sponsor. Sponsorship for our San Francisco event is finalized. Contact us about our other events and we will get back to you with more information.

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Babson Executive Conference Center

One Snyder Drive // Babson Park, MA 02457


Hotel Indigo

399 Grove St., Newton, MA 02462

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