February 24 - 27, 2008 • The Doral Resort & Spa, a Marriott Resort • Miami, FL
Event Overview
At last, the event experience that integrates all company information into the mix – from customer feedback & employee feedback to operational data & financial data – to drive change and delight your customers every step of the way.
C • O • N • N • E • C • T • T • H • E • D • O • T • S
| Empowering the Data Analysts | Employee Engagement | Performance Metrics | Leadership through Listening | Awakening the Entrepreneur Within |
 IAN AYRES Yale Professor & "Super Crunchers" Author |  PAUL SPIEGELMAN "Why is Everyone Smiling?" Author |  ROBERT ROTELLA Sports Psychologist & Author "Golf is not a Game of Perfect" |  XEROX Michael MacDonald President |  SUSAN FOLEY "Entrepreneurs Inside", Author |
| The Online Experience | Reaching Customer's Emotions | Identifying Satisfaction Drivers | Invoking Voice of the Customer | Building Advocacy Networks |
 DELL Annette Priest Research, Global Online |  LOEWS HOTELS Jenny Herman Corporate Director, Operations |  MICROSOFT Shawn Tronier MBS Satisfaction Research |  BANK OF AMERICA Matt Furin SVP & Six Sigma Master Black Belt |  FIDELITY INVESTMENTS Jennifer Beyer-Lacey Market Research |
| Reporting Strategies | Linking the Customer Experience | Creating Personalized Dashboards | Understanding Purchasing Behaviors | Driving Brand Renovation |
 HEWLETT PACKARD Csilla Andersen Corporate Marketing Customer Intelligence |  BLUE CROSS BLUE SHIELD OF FLORIDA Armando Luna, Jr. Strategic Marketing VP |  CARDINAL HEALTH George Taylor VP, Customer Loyalty |  GE MONEY, AMERICAS Valerie Foxman Consumer Insights |  NESTLE PURINA PETCARE Kyle David Herrman, Ph.D. Quality Systems, Customer Development Group |
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