GET CONNECTED with YOUR RETREAT SPEAKERS.
Here’s WHO THEY ARE:

Andrea M Pair, Vice President Customer
Service & Support, Lockheed Martin
Enterprise Services
Bob Furniss, President, Touchpoint
Associates, Inc.
Bruce Tulgan, Founder and President,
RainmakerThinking, Inc.
Erika Van Noort, Director, Management
Consulting, BCE Elix, A Bell Canada Company, & Special Advisor to the CCSF
Faith Legendre, Vice President of Training,
1-800-FLOWERS.COM
Fawzia Drakes, Associate Director, Customer
Care, AIR MILES Reward Program
Sharon Stines, Senior Manager Contact
Quality Assurance, Training and Development,
AIR MILES Reward Program
Heather Kluter, Company Champion,
Consumer Insights and Futuring, HYUNDAI
MOTOR AMERICA
Jim Clark, Senior Vice President, Telephone
Banking, JPMorgan Chase & Co
Jim Parker, Former CEO, Southwest Airlines,
Author, Do the Right Thing: How Dedicated
Employees Create Loyal Customers and Large Profits
John Cronce, Manger, contact Center, Jockey
International, Inc.
Kelly Owens St. Julian, Vice President
Operations, Boost Mobile

Kim Foster, Senior Vice President,
Performance and Incentive Management
Executive, Bank of America
Larry Eiser, General Manager, Contact
Channels Platform, Duke Energy
Marilyn Elledge, Senior Vice President, St.
Jude Children’s Research Hospital
Marybeth Gavin, Senior Manager, Acquisition
Marketing, Hoover’s, Inc.
Michael Adams, Vice President, Director –
Customer Contact Center, AmTrust Bank
Michael Colbourn, Vice President Marketing,
Sales and Communications, Stowe Mountain
Resort
Om Kundu, Vice President, Global Consumer
Group, Citigroup
Pete Winemiller, Vice President, Guest
Relations, Seattle SuperSonics & Storm
Ryan Pellet, Vice President, Global Consulting
Services, Convergys
Shane Green, Vice President Operations
Hotels & Club Residences, Cipriani
Steve Priest, Senior Vice President, Customer
Contact & Distribution, Americas, British
Airways
Victoria Amaral, Vice President, Operations,
HRG North America

..And here’s WHAT THEY HAVE TO SAY about YOUR INDUSTRY:

WHAT COMPANY DO YOU ADMIRE FOR THEIR CUSTOMER CARE?

The service that I receive at Starbucks is a cut-above any other service company. Many of their simple customer interactions are based on planned processes (Ie: they ask for your name, not so they can call it when your order is ready, but so the employees will begin to call you by your name when you go through the door).
-Bob Furniss, Touchpoint Associates, Inc.
I do admire the Customer Care Group for Bank of Nova Scotia. In addition to earning a Platinum recognition by Contact Centre Employer of Choice, their Visa group was rate #2 out of 36 by the CBC through their “Customer
Service How May Help You?” Survey.
-Fawzia Drakes, Customer Care, AIR MILES Reward Program
Midwest Airlines. With their “Best care in the air” tagline and service that delivers on it, they effectively leverage customer care excellence as a competitive advantage (rather than as a mere cost center cloaked by corporate rhetoric).
-John Cronce, Jockey International, Inc.

WHAT DO YOU FIND THE MOST CHALLENGING ASPECT OF YOUR ROLE?

Human element of change management.
-Andrea M Pair, Lockheed Martin Enterprise Services
Doing more with less.
-Faith Legendre, 1-800-FLOWERS.COM
Consumer-generated media. It’s the new toll-free number, the new email—a new frontier that stretches wide before us, largely unexplored. Consumers are blogging. They’re also rating our products and services in popular online
forums that are proliferating constantly...These consumers are basically saying the same types of things they always have, but we must learn how to engage consumers on this new level.
-John Cronce, Jockey International, Inc.
Instilling importance of Customer Experience across all functional areas. It’s not just a Customer Care issue.
-Kelly Owens St. Julian, Boost Mobile
Breaking down cross-cultural and cross-functional boundaries. Everyone is so busy and so immersed in their own jobs that it is often hard to grab their attention for a good “come to Jesus” session about what’s best for the customer.
-Heather Kluter, Hyundai Motor America

WHAT DO YOU PREDICT THE FUTURE OF CUSTOMER CARE WILL LOOK LIKE IN THE NEXT 10 YEARS?

I hope there will be a greater priority placed upon customer facing employees – valuing them, engaging them, utilizing all of their skills. No longer should they be viewed as replaceable commodities. In many cases they are the lowest paid and least respected employees in an organization. Their influence upon customer satisfaction in so immense.
-Marilyn Elledge, St. Jude Children’s Research Hospital
Greater customer participation in product development through usability testing, user groups, and other feedback mechanisms; better leveraging customer experience to increase value and innovation; more precise use of data that is being captured about consumers, for their benefit.
-Marybeth Gavin, Hoover’s, Inc.
PERSONALIZED- the ability to know your customer through information capture and feedback.
-Michael Colbourn, Stowe Mountain Resort
With the world moving faster and technology becoming a non-option, I see companies standing out by maintaining a relationship driven approach of still having people taking care of people. We hear that the new consumers are placing a higher value on experiences over products of things. I think ever service provide needs to focus on making each
touchpoint with a customer an experience which will transcend to greater loyalty and revenues.
-Shane Green, Cipriani