2009 Agenda At-a-Glance

2009 Linkage Strategies Agenda at a Glance

Pre-Conference Activities: Monday, March 9, 2009 - Choice of full day workshop or full day Summit
 Full-Day Summit: MASTERING THE LINKAGE PROCESS: Executing a Model that Optimizes Customer Experience Investments & Maximizes Profitability
8:30Registration
9:15Greetings from Summit Leader
9:30KEYNOTE: Acting on Customer Feedback in the 21st Century: Overcoming Corporate Complacency & Customer Cynicism
Terry G. Vavra, TERRY VAVRA ASSOCIATES, CUSTOMER EXPERIENCE PARTNERS, ICC DECISION SERVICES
10:30Networking Lunch
11:00PANEL DISCUSSION: Tips to Climbing the Uphill Battle & How to Overcome Linkage’s Greatest Obstacles
Moderator: Bill Barnes, BURKE, INC.
Krista Sheridan, TELUS
George Taylor, CARDINAL HEALTH
12:00Lunch
1:00Unlocking the Power of Alchemy in Understanding and Acting on Client Loyalty Feedback
Winnie Chan, ROYAL BANK OF CANADA
1:45A Systematic Approach to Creating Magic at Every Customer Touch Point
Bob Simmonds, DISNEY DESTINATIONS
2:30Networking break
3:00Customers are talking…are you really listening?
Jane Hendricks, Product Marketing, SPSS Inc
3:45Customer Chatter: Measuring Word-of-Mouth Effects in Loyalty Programs
Rick Ferguson, COLLOQUY
4:30End of Summit
B2




Full-Day Workshop
9:00 am- 4:30 pm

Don’t Waste Your Money:
Linkage Research Just Does Not Work – Or Does It?

Kunal Gupta, Ph. D, BURKE

THE MAIN CONFERENCE BEGINS
4:45KICK-OFF KEYNOTE: Keeping Your Customers in a Down Economy
Barbara Wold

5:45

 

7:00

Happy Hour at Mangrove's the hotel lobby bar – 50% off drink specials offered to all Linkage Conference Attendees. (cash bar)

 

Optional Networking Dinner ($60++) to register please email Fiona at fhendricks@iirusa.com or you can stop by the registration desk anytime before 2 pm on Monday.


Main Conference Day One: Tuesday, March 10, 2009
7:00Registration
8:00Greetings & perspectives from the chairman
George Taylor. CARDINAL HEALTH
8:30MORNING OF KEYNOTES
The Future is Now: Embracing the 21st Century Social Customer
Paul Greenberg, THE 56 GROUP, LLC
9:30Building a Profitable and Loyal Customer Management Strategy
V. Kumar, GEORGIA STATE UNIVERSITY
10:30Link-up with someone new over refreshments
11:00Converting Customer Feedback into a Roadmap for Action: Driving Performance Reporting and Targeted Programs to Improve Loyalty
David Bucci, DIEBOLD, INCORPORATED
12:00 Lunch
 
Concurrent sessions begin with 5 minutes in between for switching.
Track I: THE FUNDAMENTALSTrack II: LINKAGE IN ACTION
1:15 The Cost of Doing Business: Linking Voice of the Customer, Operational Interactions and Support Costs to Drive Full Lifecycle Feedback
Joe Arsenault, TIME WARNER CABLE
1:15 Linkage Analysis as “Proof of Concept” for VOC Measurement
Mark Kolligian, CVS|CAREMARK
2:05 The Devil is in the Details: How to Successfully Integrate Customer Satisfaction & Loyalty into Business Planning
Susan Prendergast, WELLS FARGO
2:05 Maximizing Research Dollars and Effectively Tailoring Messaging to Specific Consumer Segments
Anne-Marie Christensen, UNITEDHEALTH GROUP
2:50 Networking Break
3:20 20 TouchPoint Management: Engineer Customer Experience to Win with Customers & Executives
Krista Sheridan, TELUS
3:20 DOUBLE-LENGTH WORKSHOP STYLE SESSION
VOC Integration – How to Make Multiple Sources of Customer Data Work Together

D. Randall Brandt, MARITZ RESEARCH
4:25 Advocacy for ALL: The Value of Prevention, Intervention, and Innovation
Dan Weston, GLAXOSMITHKLINE
5:20Brief Networking Break
5:35ACADEMIC KEYNOTE Linking Marketing Initiatives to Firm Value in Times of Big Change
Neeraj Bharadwaj, TEMPLE UNIVERSITY
6:30WINE & CHEESE SUNSET MIXER presented by MARITZ

Main Conference Day Two: Wednesday, March 11, 2009
8:30Morning Coffee & Continental Breakfast
9:00KEYNOTE Beating the Market by Satisfying Your Customers
Claes Fornell, UNIVERSITY OF MICHIGAN
9:45Networking Break & Book Signings
10:15Win Marketing Arms Race through Customer Intimacy, Alignment & Differentiation
Paul Ballew, NATIONWIDE
11:00Dreaming With Your Customers: Link Product & Service Development & Your Customers
Dr. Stephen P. Hoover, XEROX CORP
11:45Presentation by Burke
Kunal Gupta, BURKE, INC.
12:30Lunch
The Missing Link – Roundtable Discussions:
Customer Satisfaction & Loyalty in a B2B World: Tim Keough, PERSHING
Customer-Centric Driven Innovation: Martin Krohne, AUTOTRADER.COM
The Debate on Response Rate – Your Chance to Chime In
New Means & Channels for Gathering Customer Data
12:30Sweets, Tea & Java in Exhibit Hall
 
Concurrent sessions begin with 5 minutes in between for switching.
Track I: THE FUNDAMENTALSTrack II: LINKAGE IN ACTION
1:30 Delivering Continuous Insights: Involving Consumers in Every Decision
Robert B. Tomeo, NOVARTIS CONSUMER HEALTH, INC.
1:30 Using Data and Customer Feedback to Drive StubHub’s Loyalty Strategies
Michael Wilburn, STUBHUB
2:20 Local Accountability for Real-Time Feedback and Urgent Response
Richard D. Hanks, MINDSHARE TECHNOLOGIES, INC. 
2:20 Recovering from a Catastrophe: The Action Plan for a Turnaround
Rebecca Andersohn, IDAHO POWER COMPANY
3:10 Building Loyalty in a Tough Economy: Using Analytics to Attract and Retain Customers
JJ Rorie, Director Product Development, FIRST DATA
3:10 Leveraging Customer Input to Win New Business and Build Job Security
Jennifer Bettridge, CACI INTERNATIONAL, INC
3:55 End of the Linkage Strategies Conference
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