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Drilling Down to Everyday 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

Maximize Customer Feedback: Discover How to Unlock the Full Potential of Your Consumer Data
Jane Hendricks, Product Marketing, Dimensions, SPSS

An Inside Look at HP’s Linkage Journey. How a Road of Complex Data Sets has Lead to Enterprise-Wide Change, Financial Growth and Total Customer Splendor
Dave Kreiner, Total Customer Experience & Quality, HEWLETT-PACKARD

Leadership through Listening: How the Voice of the Customer Can Transform Your Brand
Michael MacDonald, President, XEROX

Integrating Multiple Data Sets to Make ALL Relevant Information Usable
Janice Mathern, Sales & Marketing Operations, Customer Excellence & Operations, INTEL

Do you see what I hear? How Feedback is Driving the Online Experience for Dell Customers
Annette Priest, formerly Research Manager, GLOBAL ONLINE, DELL

Using Text Analytics to Listen to Customers of Their Terms
Manya Mayes, World Wide Text Miner Strategist, SAS INSTITUTE
Mary Grace Crissey, Analytics Marketing Manager, SAS INSTITUTE
John Bastone, Global Marketing Manager- Customer Intelligence, SAS INSTITUTE

An Industry Look: What’s Preventing You from Putting the Voice of the Customer to Work?
D. Randall Brandt, Ph.D., Vice President, Customer Experience & Loyalty, MARITZ RESEARCH

Linking the Drivers of Purchasing Behaviors
Valerie Foxman, Sr. Marketing Manager, Customer Insights, GE MONEY, AMERICAS

Avoiding the Customer Equity Trap: Is it Time for a Regime Change?
Piyush Kumar, Terry College of Business, UNIVERSITY OF GEORGIA

Building Loyal Customers: How to Create Emotions with Online Services
David Stone, Senior Vice Preseident, Online Customer Experience & Support, WACHOVIA