Institute for International Research

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Linkage Analysis: Doing It Right and Making It Work
1:30 p.m. – 5:00 p.m. Monday, Feb 26th B3 Workshop
Kunal Gupta, Ph.D., Vice President, Decision Sciences, BURKE

Differentiating Through the Customer Experience
12:15 Tuesday, Feb 27th
Linda Shea, Senior Vice President, Global Managing Director, Customer Strategies

Creating a Centralized, Closed-Loop Feedback System to Standardize Surveys & Reporting
3:35 – 4:20 Tuesday, Feb 27th
DRIVING ACTION Track
Roger Blumberg, Senior Director, Customer Advocacy, ARIBA, INC.

Striking a Balance between IVR, Phone, & Web Surveys: Understanding the Value of Each Approach
3:35 – 4:20 Tuesday Feb 27th
STRATEGY & DESIGN track
Mike Cholak, Vice President, CONVERGYS

"Thank You!" "How's John?" "Wow!" 5 Words that Earn Customer Feedback
5:15 pm Tuesday February 27, 2007
Bob Shaff, 26-Year Veteran,IBM; President, CUSTOMERS FOR LIFE CONSULTING

The Way You Make Me Feel: The Role of Emotion in Customer Experience & Satisfaction
8:30 Wednesday, Feb 28th
Jeffrey VanDeVelde, Senior Vice President, Customer Experience Strategy, WACHOVIA

Managing Your Customer Feedback System: Developing a Holistic View of Your Business to Drive Action
9:15 Wednesday, Feb 28th
Leo Annab, Senior Vice President, Support, CA, INC.

Designing Your Customer Feedback Systems to Create Marketing Value
2-3:05 Wednesday, February 28th
STRATEGY & DESIGN track
Sheryl Henderson, Director, Consumer Relations, MICHELIN NORTH AMERICA, INC.