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Agenda At A Glance
The Workshops: MONDAY DECEMBER 8, 2008 DAY ONE KEY THEME: COMPETITIVE INTELIGENCE | |
| 9:00 - 12:00 | Morning Workshop: PART I • Business, Market & Competitive Reconnaissance: Exploiting Growth Opportunities by Anticipating Industry Change |
| 1:00 - 4:00 | Afternoon Workshop: PART II • Creating a Collaborative Intelligence Apparatus: Engaging Everyone in the Organization to Detect Changing Market Signals |
The Main Conference: TUESDAY DECEMBER 9, 2008 DAY TWO KEY THEMES: INNOVATIVE RESEARCH METHODS > BRANDING > MARKETING | |
| 7:30 | Registration & Morning Coffee |
| 8:00 | Welcome & Opening Remarks from the Conference Chairwoman The Financial Services Wake Up Call. Don’t Wait – Advocate & Innovate Karen Morris, Chief Innovation Officer, AIG |
| 8:30 | Keynote – TWO PART SERIES Part II additional speaker: Dr. A. K. Pradeep, Neurofocus |
| 9:45 | Business Card Swap & Reflections in the Exhibit Hall |
| 10:15 | Tales From a Turn-Around: How Truly Listening to Clients and Acting on What They Say Fundamentally Changed Schwab Troy Stevenson, Vice President, Client Loyalty, Charles Schwab |
| 11:00 | Getting Real About Brand Choice in Investment Services Juraj Kavecansky, Ph.D., Director, Marketing Science, Maritz Research |
| 11:45 | Banking Goes Hollywood: Leveraging Research to Uncover Winning Value Propositions Lisa Ritchie, Head, Customer Knowledge & Insights, ScotiaBank |
| 12:30 | Lunch |
| 1:30 | Creating the “Harvard” of Investment Education Javier Flaim, Executive Vice President, Maddock Douglas |
| 2:15 | Live Ideation Session! Facilitated by Karen Morris, Chief Innovation Officer, AIG |
| 2:45 | Networking Break & Energy Boost in the Exhibit Hall |
| 3:15 | Research Along the Product Development Pipeline
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| 4:00 | Free Press? New Ways to Maximize Your Research Investment: JPMorgan Asset Management’s Approach Annette Whittemore, Vice President, Market Research & Development, JPMorgan Asset Management |
| 4:45 | PayPal at 10: Evolving from Technology-Centric to Marketing-Driven Cliff Hopkins, Senior Director of Marketing, PayPal |
| 5:30 | Best Practices in Putting the Voice of the Customer to Work in Financial Services |
The Main Conference: WEDNESDAY DECEMBER 10, 2008 DAY THREE KEY THEMES: INNOVATION > CUSTOMER EXPERIENCE | |
| 9:00 | Recap & Morning Perspectives |
| 9:15 | Keynote Fish, Rats, & Superheroes: Principles from Pixar and Their Relevance to Financial Services Innovation Chris Conley, Research Professor of Innovation, Institute of Design, IIT Chicago |
| 10:15 | Morning Coffee & Networking Break in the Exhibit Hall |
| 10:45 | Beyond the Browser: Why User-Centered Design is Crucial to Innovation and Transforming Customer Experiences Robin Beers, PhD, Customer Insights Manager, Wells Fargo Pamela Walshe, Manager of User Research, Wells Fargo |
| 11:30 | Is Customer Experience Research Really Working at Winning Customers? Paul Lubin, Senior Vice President, Professional Researcher Certification, Informa Research Services |
| 12:15 | Lunch |
| 12:45 | Dessert & Coffee in the Exhibit Hall |
| 1:15 | Using Customer/Member Feedback to Create a Service Culture Bob Hoppenstedt, Senior Vice President, Member Services, Bethpage Federal Credit Union |
| 2:00 | Customer Research Shapes an Extraordinary Customer Experience at Farm Credit Canada Heather Duczek-Reynolds, PMP, Manager, Customer Experience, Farm Credit Canada |
| 2:45 | Open Sesion Reflecting on the Future of Research & Customer Relationships – What’s Now & What’s Next? *If you’re interested in speaking in this session, please contact Jon Saxe at jsaxe@iirusa.com. |
| 3:30 | End of Conference |