Linkage Strategies | Agenda At-a-Glance
Linkage Strategies At A Glance
"Make Smarter Decisions: Link Customer Investment to Business Performance"
PRE-CONFERENCE FULL DAY WORKSHOP • MONDAY, OCTOBER 25th
| 9:30-4:30: | Estimating the ROI of Customer Centricity: The Ten 'Must Know' Things about Linkage Analysis - Kunal Gupta, BURKE |
MAIN CONFERENCE: DAY ONE • TUESDAY, OCTOBER 26th
| Part 1 Focus Area: HOLISTIC VOC INTEGRATION: Capture and Integrate the VoC Via Multiple Data Sources | |
| 9:00 | Putting VoC to Work: Maritz Research Explains Why Most Companies Fail - Dr. Randall Brandt, MARITZ RESEARCH |
| 9:40 | Earthlink Links Over 700 Data Variables Across Multiple Channels to Drive Loyalty - Stuart Roesel, EARTHLINK |
| 10:20 | Hunter Douglas Shares Effective Techniques to Ensure your VoC Program Provides Value to Senior Management - Scott Swift, HUNTER DOUGLAS, INC. |
| 11:00 | Morning Networking & Refreshment Break |
| 11:30 | Lego Creates a Holistic Platform to Capture Cross-Channel Data and Deliver Improved Customer Insight a Granular and Global Levels - Margaret Conley, LEGO GROUP AND LEGO SYSTEM A/S |
| 12:15 | Closed-Loop Feedback: Double your NPS Score, Reduce Error Rates, and Improve Every Customer Service Metric - Tom Graves, CAROLINA BIOLOGICAL SUPPLY COMPANY |
| Part 2 Focus Area: LINKAGE: Connect Customer Data to Business Process Data | |
| 1:00 | Luncheon for Linkage Strategies Participants |
| 2:00 | Zions Banc Connects Engagement Initiatives to Business Outcomes, KPIs and Revenue - Claire Howells, ZIONS BANCORP |
| 2:40 | Customer Profitability: Time Warner Cable Optimizes Efficiency and Effectiveness to Deliver Profitable Customer Support - Joe Arsenault, TIME WARNER CABLE |
| 3:20 | Afternoon Networking & Refreshment Break |
| 3:45 | Stowe Mountain Resort's "Live-Time" Guest and Employee Loyalty/Engagement Data Gathering and Analysis - Michael E. Colbourn, STOWE MOUNTAIN RESORT |
| 4:30 | How VoC Drives Ceridian Canada's Business Strategy: Establishing a Repeatable, Reliable and Actionable Customer Listening Strategy - Hoda Jawad, CERIDIAN CANADA |
| 5:15 | "Welcome Home" Block Party: Opening Night Cocktail Reception |
MAIN CONFERENCE: DAY TWO • WEDNESDAY, OCTOBER 27th
| 9:00 | Earning Customer Loyalty and Bottom-Line Results through an Enterprise-Wide, Integrated Customer Relationship Strategy - -Tom Collinger, MEDILL SCHOOL AT NORTHWESTERN UNIVERSITY |
| Part 3 Focus Area: ACTION PLANNING: Implementing Actions that Improve Customer Experience and Business Results | |
| 9:45 | Driving a Customer Centric Culture in a Multi-Channel Retailing Environment: HSN Takes it to the Next Level - Sandi Patel, HOME SHOPPING NETWORK |
| 10:20 | Morning Networking & Refreshment Break |
| 10:50 | CFO KEYNOTE PANEL: Bridging the Gap Between Emotional Customer Connections and the Tangible Business Value - Moderated By: KCloin Shaw |
| 11:40 | Drive Business Performance: How Leaders Enable a Culture of Intelligent Execution - Joey Fitts, Author, DRIVE BUSINESS PERFORMANCE: ENABLING A CULTURE OF INTELLIGENT EXECUTION |
| 12:20 | Luncheon for Linkage Strategies Participants |
| 1:20 | (Part I) Customer Feedback in Actionat American General Life - Going beyond the Scores - Simon Leech,AIG AMERICAN GENERAL |
| 1:40 | (Part II) Evolution of AMERICAN GENERAL LIFE COMPANIES' Customer Feedback Programs - Candy Michael, AIG AMERICAN GENERAL |
| 2:00 | Making Marketing Effectiveness Actionable: Kraft's Practical Approach for Emerging Markets - Sudeep Haldar & Greg Michaels,KRAFT FOODSs |
| 2:40 | Afternoon Refreshment & Networking Break |
| 3:00 | Tailoring Satisfaction and Loyalty Programs to Fit Your Organizational Strategy - Contact Jon Saxe at jsaxe@iirusa.com |
| 3:40 | Results into Action on a Shoestring Budget: CPI Card Group Maximizes their Budget and Builds Customer Loyalty - Docia Michaels Myer, CPI CARD GROUP |
| 4:20 | Close of Linkage Strategies 2010 |