Kentucky Tools for Prospering in the New Economy
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Keynote Session 1:
The Challenge of the New Economy: Creating a Citizen-Centric Organization

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Dr. Timothy L. Cannon
Director of Marketing, Customer Relationship Management Products, Oracle Corporation

State and local agencies must adapt quickly to an intensified rate of change to meet customer, employee, and business demands and expectations. Agencies are finding themselves facing multiple support models, and very often these support models each have separate information stores. This session discusses the fundamentals of delivering great service and reviews why and how government agencies are currently implementing CRM solutions to improve service levels, reduce cost, and improve efficiencies. Dr. Cannon reviews technology considerations and gives examples of lessons learned and pitfalls to avoid.

Dr. Cannon, a director of marketing for Oracle’s CRM suite of products, has responsibility for seven industries, including the federal government. His primary responsibilities are to map Oracle’s solutions to the needs of the government and to champion the development of new solutions to meet emerging needs. For more than 20 years, Tim has been working with clients to help them better define their organizational and IT strategies, develop effective action plans, and quickly implement appropriate solutions. He has earned bachelor’s and master’s degrees in engineering, an MBA, and a Ph.D. in information technology from George Mason University.

This video coverage was provided by KET by arrangement with Government Technology, producer of the Executive Leadership Forum. Opinions expressed by conference speakers are their own.