Celebrating Customer Service Excellence 
Agenda at a Glance
Pre-Conference Seminars
Wednesday, March 26, 2008
8:00AM | Registration and Coffee |
morning workshop
9:00AM-12:30PM Seven Star Service! Jumeriah Brand Burj al Arab Ruby Newell-Legner, Customer Service Specialist RUBYSPEAKS,INC! |
12:30PM - 1:30PM Networking Luncheon
afternoon workshop
1:30PM-5:00PM HumanSigma: Driving Business Success through Customer Engagement and Emotional Attachment Dr. John Fleming, Principal and Chief Specialist, Customer Engagement and HumanSigma, Gallup |
Conference Day One
Thursday, March 27th, 2008
| 7:30AM | Registration and Coffee | |
| 8:00AM | Chairperson's Welcome Opening Remarks | |
| 8:15AM | Customer Listening, Making it Work Dan Smoot, Vice President, Worldwide Customer Service, CISCO SYSTEMS | |
| 9:15AM | Networking Break | |
| 9:45AM | Radar On -Antenna Up! Fulfilling Customers' Unexpressed Wishes Jeff Hargett, Corporate Director of The Ritz-Carlton Leadership Center, THE RITZ CARLTON HOTEL COMPANY, LLC | |
| 10:45AM | Linking the Back End Customer Experience with the Original Value Proposition Paul Lundy, Managing Principal, XEROX GLOBAL SERVICES | |
| 11:45AM | Mining Structured and Unstructured Customer Feedback for Critical Business Insight Don Hill, Director of Customer Advocacy, TRAVELOCITY | |
| 12:45PM | Networking Luncheon | |
THE BACK LINE: YOUR TEAM OPERATIONS | THE FRONT LINE: YOUR CUSTOMER EXPERIENCE | |
| 2:00PM | Would You Want to Talk to You? Driving Front Line Teams to Deliver an Exceptional Experience Kathleen Federico, SVP Sales & HR and Pat Krippendorf, SVP Service & Operations, WORLD TRAVEL HOLDINGS | Proactive Customer Service: Recognizing the Return of Not Reacting Scott Swift, Director, Consumer Information & Affairs, HUNTER DOUGLAS INC. |
| 2:45PM | Networking Break | |
| 3:15PM | Creating Internal and External Customer Loyalty: An Inside-out Approach Sandra Foster, Director, Learning & Development & Christina Kampf, Senior Training Specialist, Learning & Development, JEWELRY TELEVISION | The On Your Side® Experience Reason Codes Revision - A Case Study Bindu Rammohan, Sr. Consultant, Business Program Management Gayle Lester, Manager, Performance Improvement & Training Suzana Killilea, Manager, Contact Center Office of Customer Relations, NATIONWIDE INSURANCE |
| 4:05PM | Living the WaMu Brand Christine Frishholz, VP, Service Strategy & Alignment, WASHINGTON MUTUAL | Personalizing and Customizing the Member Experience Scott Carbonara, Director & Linda Amburn, Vice President Subscriber Services Division, Health Care Service Corporation, BLUE CROSS BLUE SHIELD |
| 4:55PM | OPEN SESSION If you would like to present during this session please contact Jonathan Saxe at jsaxe@iirusa.com or 212-661-3500 x 3194 | Redefining Philips Medical Systems' Services Business Based on Customer Insight Richard Nelson, Senior Director of Marketing, Global Customer Services, PHILIPS MEDICAL SYSTEMS |
Conference Day Two
Friday, March 28th, 2008| 7:30AM | Morning Coffee | |
8:00AM | People Management Presented by THE DISNEY INSTITUTE | |
| 10:00AM | Moments Matter: Building a Culture that Empowers Employees, Benefits Customers and Creates Loyalty Inside and Out Pete Winemiller, Vice President, Guest Relations, NBA'S SEATTLE SUPERSONICS & WNBA'S SEATTLE STORM | |
| 11:00AM | Survey Says! Using Front End Feedback to Strengthen Your Back End Annie Blouin, Head, Corporate and Institutional Services, NORTH AMERICA, RBC DEXIA | |
| 12:00PM | Networking Luncheon | |
| 12:45PM | Dessert & Coffee | |
THE BACK LINE: YOUR TEAM OPERATIONS | THE FRONT LINE: YOUR CUSTOMER EXPERIENCE | |
| 1:15PM | How to Measure and Manage Real Customer Loyalty Christopher G. Lis, Vice President, Research & Development, CANCER TREATMENT CENTERS OF AMERICA | Executing a Customer Experience-Beyond the Philosophy Suzanne Frissora, VP, Customer Experience, M/I HOMES |
| 2:05PM | Act Like You Own the Company Deborah Rasmussen, Manager, Quality Assurance, LIFEPLANS, INC. | The Road to Remarkable...A "TripTik"® for your Company Bob Shaff, President, Customers for Life |
| 3:00PM | Corporate Fusion - Sales, Marketing, Operations and Customer Service - How to Make it Happen Angela McGuire, V.P. Customer Service, North America, FORMICA CORPORATION | |
| 4:00PM | Conference Adjourns | |
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