The Linkage
Tuesday, February 26, 2008 • THE LINKAGE TRACK
Concurrent Sessions Begin. Sessions are 45 minutes each with 10 minutes between sessions for switching.
Feel free to jump around between tracks. This is your conference experience to customize. Enjoy!
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| 1:30 | Building Loyal Customers: How to Create Emotions with Online Services David Stone, Senior Vice President, Online Customer Experience & Support, WACHOVIA |
| 2:25 | Connecting the Dots: Linking Loyalty . . . to Value Modeling Impact on Business Performance Measures Howard Lax, Ph.D., VP & Senior Consultant & David Smallen, Sr. VP, Advanced Methodology, HARRIS INTERACTIVE LOYALTY |
| 3:40 | Drilling Down to Every day Touch Points: Building a Customer Experience Model with Strategic Intent and BU Performance Mark N. Grieves, Head of Customer Experience, Group Quality and Service Excellence, OCBC BANK GROUP |
| 4:35 | From Data to Action: Deploying the Voice of the Customer at Seagate Technologies William Coker, Senior Manager, Sales Productivity, SEAGATE TECHNOLOGY |
Wednesday, February 27, 2008 • THE LINKAGE TRACK
8:00 Grab some coffee and get charged for another exciting day.
Concurrent Sessions Begin. Sessions are 45 minutes each with 10 minutes between sessions for switching.
Feel free to jump around between tracks. This is your conference experience to customize. Enjoy!
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| 8:30 | A New Approach for Measuring Customer Impact Peter Gurney, Vice President, Service Strategy and Alignment, WAMU (WASHINGTON MUTUAL BANK) |
| 9:25 | Maximize Customer Feedback: Discover How to Unlock the Full Potential of Your Consumer Data Jane Hendricks, Product Marketing, Dimensions, SPSS |
| 10:15 | Linking Customer Problem Feedback to the Problem Source Terry Ohr, Senior Vice President, Quality & Productivity |