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A Closer Look at Customer Loyalty: Knowing What’s Best to Measure for Your Business
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Agenda at a Glance
Agenda at a Glance
KEYNOTES, EXECUTIVE BREAKOUTS, AND IN-DEPTH LEARNING SESSIONS
Monday, June 9th: Pre-Retreat Workshops | |
| 9:30-12:00 | Morning Workshop: Leadership Strategies: Things You Must Know to Survive Ruby Newell-Legner, CSP, Customer Satisfaction Expert, President, RubySpeaks, Inc. |
| 12:00-1:30 | Luncheon forWorkshop Attendees |
| 1:30-4:30 | Afternoon Workshop: 5 Ways to Create a Culture Revolution in Your Center Bob Furniss, President, Touchpoint Associates, Inc. |
Tuesday, June 10th: Main Retreat Day One | |
| 8:00 | Morning Wake-Up: Registration & Continental Breakfast |
| 8:45 | Day One Welcome & Opening Remarks from the Retreat Chairperson Bob Furniss, President, Touchpoint Associates, Inc. & CCSF Retreat 2008 Chairperson |
| 9:00 | Customer Care Strategy – Fleshing Out the Roadmap Andrea M Pair, Vice President, Customer Service & Support, Lockheed Martin Enterprise Services |
| 9:45 | How Dedicated Employees Create Loyal Customers and Large Profits Jim Parker, Former CEO, Southwest Airlines, Author, Do the Right Thing: How Dedicated Employees Create Loyal Customers and Large Profits (released date: March 2008) |
| 10:45 | Morning Networking & Refreshment Break |
Executive Breakouts Begin… |
Call/Contact Center Excellence | |
| 11:15 | Retaining Customers – Call Centers Can make a HUGE Impact Michael Adams, VP/Director – Customer Contact Center, AmTrust Bank |
| 12:15 | Networking Luncheon for Retreat Attendees |
| 1:30 | Navigating Change - Using BPM technology to respond to industry changes, increase agent productivity and deliver World Class Customer Service. Zeb Miller, Assistant Vice President of Health Administration for American National Insurance Neal Beliveau, Senior Product Manager, Pegasystems |
| 2:30 | Afternoon Networking & Refreshment Break |
| 3:00 | Revolutionize your Company with Customer Feedback- NOW John Cronce, Manager, Contact Centers, Jockey International, Inc. |
Organizational Culture: Employee Training & Loyalty | |
| 11:15 | Voice of the Employee: Employee Recognition, Engagement, and Communication Marilyn Elledge, Senior Vice President, St. Jude’s Children’s Research Hospital |
| 12:15 | Networking Luncheon for Retreat Attendees |
| 1:30 | Training, Managing And Building A Culture Through Electronic Mediums Faith Legendre, Vice President of Training, 1-800-FLOWERS.COM |
| 2:30 | Afternoon Networking & Refreshment Break FEATURED ACTIVITY: Speaker One-on-Ones |
| 3:00 | Open session- please attend a different track at this time |
| 4:00 | YOU Talk: Sessions Created BY YOU, FOR YOU |
| 4:45 | Solution Showcase Grand Opening & Opening Night Cocktail Reception |
| 6:15 | Close of Main Retreat Day One. See You Tomorrow |
Wednesday, June 11th: Main Retreat Day Two | |
| 8:30 | Morning Wake-Up: Registration & Continental Breakfast |
| 9:00 | Day Two Welcome & Opening Remarks from the Conference Chair Bob Furniss, President, Touchpoint Associates, Inc. |
| 9:10 | Managing Generation Y™: How to Bring Out the Best in Today's Young Talent Bruce Tulgan, Founder and President, RainmakerThinking, Inc. |
| 10:00 | Leading Yourself Before You Can Lead Others: How your thinking and actions is Impacting your Employee’s Service Disposition Shane Green, Vice President Operations Hotels & Club Residences, Cipriani |
| 10:45 | Morning Networking & Refreshment Break FEATURED ACTIVITY: Speaker One-on-Ones |
| 11:15 | Guiding Metrics: What is Important to Measure Internally & Externally? Moderator: Erika Van Noort, Director, Management Consulting Contact Centres and Best Practices Enterprise Design and Delivery Solutions, Bell Canada, Special Advisor to the CCSF, Jim Clark, Senior Vice President, Telephone Banking, JPMorgan Chase & Co, Larry Eiser, Vice President, Call Center Operations, Duke Energy, Om Kundu, Vice President, Global Consumer Group, Citigroup |
| 12:15 | Networking Luncheon for Retreat Attendees |
Executive Breakouts Begin… |
Voice of the Customer: Marketing Intelligence, Customer Feedback, & Value | |
| 1:30 | What Are Your Customers Telling You About Your Business Today, To Better Manage Tomorrow Michael Colbourn, VP Marketing, Sales and Communications, Stowe Mountain Resort |
| 2:15 | Learning to See and Finding Our Voice Heather Kluter, Consumer Insights & Product Strategy, Hyundai Motor America |
Call/Contact Center Excellence | |
| 1:30 | Optimize your Customer Contact Initiatives… NOW! Steve Priest, Senior Vice President, Customer Contact & Distribution, Americas, British Airways |
| 2:15 | Maximizing Operational Efficiencies with Home Office Agents Victoria Amaral, Vice President, Operations, HRG North America |
| 3:00 | Close of 2008 CCSF Retreat. See you next year! |