Tuesday, June 10th (8:45-9:00)
Day One Welcome & Opening Remarks from the Retreat Chairperson

"From my first interaction with CCSF, I have been impressed with the level of leaders that attend the events.We are all seeking new ways to look at problems and new, innovative ways to improve the customer experience. I have seen a lot of change of the past 25 years in this industry- and believe that the best way to stay on top of change is to network with others at events like CCSF. This is your chance to make a new connection to someone who has found a solution to that problem that just seems to pop-up constantly."

Bob Furniss
President
Touchpoint Associates, Inc. &
CCSF RETREAT ” 2008 CHAIRPERSON

Tuesday, June 10th (9:00-9:45)
Customer Care Strategy – Fleshing Out the Roadmap

Customer Care will be radically re-shaped due to technology advancements. As computing continues to miniaturize and embed the things we use in our daily lives, we will find ourselves increasingly supporting highly diverse form factors, technically savvy users, and never-heard-of-before applications. Smart offices and homes will become prevalent. Wearable systems will keep people continually connected and “present” on the grid. We’ll see new integrations spring up as incoming generations “mash-up” data from web-savvy systems.

• What’s new is the way we see our services morphing from predominantly reactive engagements to increasingly proactive, easy-to-use, and even “fun” services.
• Our strategy is described in five elements: User Support Services, Skilling, Linking Knowledge, Improving Experiences, and Workplace of Choice
• With these key elements in the long range vision, we are now working on year over year roadmaps to help us flesh them out, develop pilots, and vet them internally with our business partners. The world is changing rapidly…the only way to play in the future is to work on changing the game now, shaping and learning as we go.

Andrea M Pair
Vice President, Customer Service & Support
LOCKHEED MARTIN ENTERPRISE SERVICES

Tuesday, June 10th (9:45-10:45)
How Dedicated Employees Create Loyal Customers and Large Profits

People matter most. You know that. But most companies would rather slash costs, cut headcount, replace well-paid
employees with lower paid employees or outsourced workers, and reduce customer service. No wonder so many fail- while others focused on doing the right thing remain profitable and growth oriented for decades. This session shows why doing the right thing is the most powerful rule for business success. After 9/11, Southwest made three pivotal decisions: no layoffs, no pay cuts, and no-hassle refunds for any customer wanting them. The result: Southwest remained profitable and its revenue passenger miles for 4Q ‘01 held steady while the rest of its industry nearly collapsed...and Southwest's market cap soon exceeded all its major competitors combined! Parker attributes this uncanny success to an exceptional corporate culture- but and reinforced by frontline employees.
Learn why doing the right thing is the surest way to optimize and sustain value:

• Putting people first… honestly, for real
• Finding great leaders at EVERY level of the organization
• Hiring for attitude, training for skills
• Achieving unprecedented levels of teamwork…and fun!

Jim Parker
Former CEO,
SOUTHWEST AIRLINES
Author, Do the Right Thing: How Dedicated Employees Create Loyal Customers and Large Profits
(release date: March 2008)

Wednesday, June 11th (9:00-9:10)
Day Two Welcome & Opening Remarks from the Retreat Chair Person

Bob Furniss
President
TOUCHPOINT & ASSOCIATES

Wednesday, June 11th (9:10-10:00)
Managing Generation Y™: How to Bring Out the Best in Today's Young Talent

The workplace is becoming evermore high-pressure and the workforce is becoming evermore high-maintenance.
What does this mean for employees? What does this mean for business strategy? And what does this mean for
anyone who is trying to lead, manage, or supervise people in today’s environment? Drawing on ongoing research
conducted since 1993, Bruce Tulgan, who is internationally recognized as the leading expert on young people in the
workplace, delivers great stories and best practices from leaders in dozens of world-class organizations.
• What does work mean to this generation? How do they look at a job? How do they look at your company? What
does the new career path look like?

• What human capital management issues are presented and what are the best practices addressing those issues?
• What can leaders and managers do to recruit, select, train, manage, and retain the best young workers today?
• Strategies for building a high performance workplace by focusing on the greatest point of leverage---supervisory relationships. How can managers bring out the best in this generation? What are the best practices for coaching and developing them? To reward them?
• How do you lose the losers and retain the best young workers longer?

Bruce Tulgan
Founder and President
RAINMAKERTHINKING, INC.

Wednesday, June 11th (10:00-10:45)
Leading Yourself Before You Can Lead Others: How Your Thinking and Actions are Impacting Your Employee’s Service Disposition

This session has been developed over years of working in the Hospitality environment and having a keen interest to
understand what makes some people lead better than others. The basic assumption I make is that leadership is the
most important aspect of great customer service. Yet, no matter how much information you offer there still seems
to be a serious lack of leadership in business today. So what is the key to leadership? Is it personality? Is it training?
Or is it all about how much energy you have? This session discusses the foundation of this view establishing
leadership as the critical component of service and that leader must take an introspective look at themselves first
before they can be effective in leading others.

• Why energy is the critical component of being a better leader.
• The Impact of Chrono Biology studies on how to be a better leader by harnessing your energy throughout the day.
• Why Passion and Purpose is so critical.

Shane Green
Vice President Operations Hotels & Club Residences
CIPRIANI

Wednesday, June 11th: 11:15-12:15
Guiding Metrics: What is Important to Measure Internally & Externally?

The participants of this panel discussion will explore the Guiding Metrics that are important to measure both internally (as needed to run the business) and externally (needed to validate internal metrics such as Voice of the Customer feedback and Customer Satisfaction). This session challenges participants to understand what SHOULD be measured versus what CAN be measured, to brainstorm what metrics we are missing, and to think beyond the
standard dashboard to create metrics that are truly relevant to your business initiatives.

Erika Van Noort
Director, Management Consulting
BCE Elix, A BELL CANADA COMPANY, Special Advisor to the CCSF

Jim Clark
Senior Vice President, Telephone Banking
JPMORGAN CHASE & CO

Larry Eiser
General Manager, Contact Channels Platform
DUKE ENERGY

Om Kundu
Vice President, Global Consumer Group
CITIGROUP