Celebrating Customer Service Excellence 
Conference Day Two
| 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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