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
8:30	Registration
9:15	Greetings from Summit Leader
9:30	KEYNOTE: 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
10:30	Networking Lunch
11:00	PANEL 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
12:00	Lunch
1:00	Unlocking the Power of Alchemy in Understanding and Acting on Client Loyalty Feedback Winnie Chan, ROYAL BANK OF CANADA
1:45	A Systematic Approach to Creating Magic at Every Customer Touch Point Bob Simmonds, DISNEY DESTINATIONS
2:30	Networking break
3:00	Customers are talking…are you really listening? Jane Hendricks, Product Marketing, SPSS Inc
3:45	Customer Chatter: Measuring Word-of-Mouth Effects in Loyalty Programs Rick Ferguson, COLLOQUY
4:30	End of Summit

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

4:45

KICK-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

7:00	Registration
8:00	Greetings & perspectives from the chairman George Taylor. CARDINAL HEALTH
8:30	MORNING OF KEYNOTES The Future is Now: Embracing the 21st Century Social Customer Paul Greenberg, THE 56 GROUP, LLC
9:30	Building a Profitable and Loyal Customer Management Strategy V. Kumar, GEORGIA STATE UNIVERSITY

10:30	Link-up with someone new over refreshments
11:00	Converting 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 FUNDAMENTALS	Track 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

5:20	Brief Networking Break
5:35	ACADEMIC KEYNOTE Linking Marketing Initiatives to Firm Value in Times of Big Change Neeraj Bharadwaj, TEMPLE UNIVERSITY
6:30	WINE & CHEESE SUNSET MIXER presented by MARITZ

Main Conference Day Two: Wednesday, March 11, 2009

8:30	Morning Coffee & Continental Breakfast
9:00	KEYNOTE Beating the Market by Satisfying Your Customers Claes Fornell, UNIVERSITY OF MICHIGAN
9:45	Networking Break & Book Signings
10:15	Win Marketing Arms Race through Customer Intimacy, Alignment & Differentiation Paul Ballew, NATIONWIDE
11:00	Dreaming With Your Customers: Link Product & Service Development & Your Customers Dr. Stephen P. Hoover, XEROX CORP

11:45	Presentation by Burke Kunal Gupta, BURKE, INC.
12:30	Lunch 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
12:30	Sweets, Tea & Java in Exhibit Hall

Concurrent sessions begin with 5 minutes in between for switching.
Track I: THE FUNDAMENTALS	Track 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