Institute for International Research

Customer Listening, Making it Work

Dan Smoot, Vice President, Worldwide Customer Service, CISCO SYSTEMS

Radar On -Antenna Up! Fulfilling Customers’ Unexpressed Wishes

Jeff Hargett, Corporate Director of The Ritz-Carlton Leadership Center, THE RITZ CARLTON HOTEL COMPANY, LLC

Linking the Back End Customer Experience with the Original Value Proposition

Paul Lundy, Managing Principal, XEROX GLOBAL SERVICES

Mining Structured and Unstructured Customer Feedback for Critical Business Insight

Don Hill, Director of Customer Advocacy, TRAVELOCITY

THE FRONT LINE: YOUR CUSTOMER EXPERIENCE

Kathleen Federico, SVP Sales & HR and Pat Krippendorf, SVP Service & Operations, WORLD TRAVEL HOLDINGS

Scott Swift, Director, Consumer Information & Affairs, HUNTER DOUGLAS INC.

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

Living the WaMu Brand

Christine Frishholz, VP, Service Strategy & Alignment, WASHINGTON MUTUAL

Scott Carbonara, Director & Linda Amburn, Vice President Subscriber Services Division, Health Care Service Corporation, BLUE CROSS BLUE SHIELD

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

Delivering the Ultimate Experience: The Power of Connecting With Customers Through Your Front-line Employees

A Case Study Presentation by Maritz and Disney Institute

PRESENTERS:

Kathy Oughton
Customer Experience Performance Consultant
Maritz Learning

Scott Milligan
Business Program Consultant
Disney Institute

Session Description:

Improving the customer experience through your people is challenging. Achieving alignment throughout your organization is critical. Changing employee behavior can seem impossible. So what can you do? Don’t fall into the traps that so many organizations do – simply mandating improvement and providing a one-size fits all solution. Instead, learn from Disney and Maritz about other organizations that are making a difference.

Benefits of Attending:

In this interactive session, Maritz and Disney Institute join forces to present best practices and share a case study to demonstrate how to enable organizations to Understand, Enable and Motivate their employees to deliver the best Customer Experience.

• Learn how the experts at worldwide Disney Resorts build customer loyalty by consistently exceeding guests’ expectations. With enviable repeat business statistics, all Disney locations deliver top-notch service all day, every day, and it’s not magic. Understand how Disney Institute helps organizations benchmark the business behind the magic that enables them to deliver superior customer experiences.

• Gain valuable insights as Maritz shares best practices to improve your customer experience, by understanding the high value customer issues for each location, enabling improvement by engaging employees closest to the customer to develop solutions, and motivating them to implement and sustain new behaviors to deliver the desired customer experience.

• Learn about a real example of a Customer Experience improvement initiative. Maritz and Disney Institute share how companies implement an integrated approach, first benchmarking Disney’s best practices and then connecting customer experience research, customer experience strategy, customer-centric organizational learning, and employee-enabled process improvement.

Who Should Attend?

Senior Executives and Managers of:

• Customer Service/Customer Experience
• Customer Relationship Management
• Retail Operations
• Training and Development
• Sales
• Marketing