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Linkage Strategies 
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The Summits: Monday, February 26
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B1 8:30 a.m. - 5:00 p.m. Mastering the LINKAGE PROCESS: Implementing a Model to Optimize Satisfaction & Maximize Profitability
| 8:30 | Welcome & Opening Session from the Linkage Process Summit Chair Linkage Analysis: A Primer & Review of Best Practices
D. Randall Brandt, Ph.D., Vice President, Customer Experience & Loyalty, MARITZ RESEARCH |
| 10:15 | Networking Break |
| 10:45 |
Starting the Linkage Process & Overcoming the Challenges that Inevitably Emerge David Lewis, FRNA Division Quality and Process Reliability Leader, AVERY DENNISON, FASSON ROLL NORTH AMERICA DIVISION |
| 11:30 |
Using Insights from Linkage Analyses to Drive Customer-Centric Culture and Improved Business Results Deborah Lyons, Director, Total Customer Experience & Quality Culture, HEWLETT-PACKARD |
| 12:15 | Lunch |
| 1:30 |
FEATURE Lezlee Danner, Market Research Principal, Market Sciences, Roche Centralized Diagnostics, ROCHE DIAGNOSTICS |
| 2:15 |
Driving Customer Satisfaction by Linking Customer Feedback & Process Performance Walt Malone, Director, IT Voice of the Customer, GLAXOSMITHKLINE |
| 3:00 | Networking Break |
| 3:30 |
Leveraging Informal Peer-to-Peer Communication to Optimize Customer Loyalty Behavior Michael Lowenstein, Vice President & Senior Consultant, Customer Loyalty Management (CLM) Research Practice, HARRIS INTERACTIVE |
| 4:15 |
Building an "Interactive" Relationship with Your Customers: An Allstate Case Study Kurt Winter, Director, Customer Experience, ALLSTATE |
| 5:00 | End of Symposia |
B1 8:30 a.m. - 5:00 p.m. Managing Feedback in Your CONTACT CENTER: Developing an Actionable Service Strategy
| 8:30 |
Welcome & Opening KEYNOTE Session from the Contact Center Summit Chair Dr. Jon Anton, Adjunct Professor, PURDUE UNIVERSITY; Director, Benchmark Research, The Center for Customer-Driven Quality, PURDUE UNIVERSITY |
| 9:30 |
Improving Performance & Managing Feedback in In-Bound & Out-Bound Contact Centers: A Case Study at Abbott Laboratories Mark Smits, Divisional Vice President, Customer Service, ABBOTT LABORATORIES |
| 10:15 | Networking Break |
| 10:45 |
Using Survey Feedback to Develop Service Programs that Make a Difference Susan J. Hoekstra, Corporate Vice President, Service Strategy & Collaboration, UBS FINANCIAL SERVICES |
| 11:30 |
Capturing the Voice of the Customer and Transforming Data to Information Sharon Bailey, Operating Vice President, Customer Service & VOC, HSN |
| 12:15 | Lunch |
| 1:30 |
Developing Your Service Strategy: The Art of Listening, Assessing Customer Needs & Driving Satisfaction Carol Hay, Director, Call Centers, AMERICAN GIRL |
| 2:15 |
Identifying the Optimal Survey for Your Contact Center: IVR vs. Live Human Being Robin K. Noma'aea, Former Vice President, Citywide Reservations - Las Vegas Western Division, HARRAH'S ENTERTAINMENT, INC.; Founder, CORPORATE TRAINING RESOURCES |
| 3:00 | Networking Break |
| 3:30 |
Leveraging Customer Data to Enhance Product Offerings Ed Billmaier, Director, Consumer Services, SCOTTS |
| 4:15 |
OPEN SESSION
|
| 5:00 |
End of Symposia |
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