Agenda At-a-Glance
Sunday November 16th, 2008
200 - 530 THE POSITIVE LEADER | 200 - 530 HOW TO DELIVER EXCELLENT CUSTOMER SERVICE TO VETERANS, BABY BOOMERS, GENERATION X AND MILLENIALS | 200 - 530 DISNEY’S SERVICE CHALLENGE | 1100 - 500 BLACK GOLD GOLF CLUB | 630 730 |
Monday November 17th, 2008
8:00 Summit Keynote 1 Summits Begin 1015am - 400pm 445 START OF MAIN 530 600 700
| Attend a Full Day Summit & Get Access to 2 Keynotes | ||
| SUMMIT 1: LOYALTY FOR LIFE SUMMIT | SUMMIT 2: | SUMMIT 3: | |
| 1015 Opening remarks from the symposia chair Rich Phillips, Maritz Loyalty Marketing | 1015 Opening Remarks from the Symposium Chair Soundbite Communications | 1015am - 400pm
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| 1025 Delivering a customer-centric approach that leads to a loyalty generating customer experience Joe Pinto, Cisco | 1025 When the Best Service is No Service Bill Price, formerly Global Vice President, Customer Service, Amazon.com, President, Driva Solutions, Author “The Best Service is No Service” | ||
1115 | 1115 Getting the Operations Part Right: From Service to Experience to Engagement Angela Kirk, Vice President, Customer Engagement, The Church Pension Group Linda Alexander, Vice President, Medicare Part D, UnitedHealth Group, Ovations | ||
| 100 Engage customers to optimize customer lifetime value Carlos Dunlap, Maritz Loyalty Marketing | 100 Empowering Agents to Use Tacit Knowledge and Exceed Customer Expectations Dr. Susan Reisinger, Operations, Global Distance Support, US Navy Center Gregor McLeod, Program Manager, US Navy Global Distance Support Center | ||
| 150 Engage so they act: Building customer advocacy networks in a large organization George Taylor, Cardinal Health | 150 Speech Analytics – Enhancing the Customer Experience and Overall Quality Erika Van Noort, Director Contact Centre Best Practices and Consulting, Bell Canada | ||
| 240 The convergance of CRM and loyalty marketing Laura Flores, Allergen Marketing | 240 How Bluefly Improved Service Performance by Going Virtual Leslie Nelson, Director of Customer Service, Bluefly.com | ||
| 330 Sustaining customer satisfaction & loyalty Joy Whinham, Wachovia Corporation | 330 Customize on the Spot! Customer Contact & Contact Center Think Tanks Facilitated by William J. Greenwald, National Director, Business Advisory Group, Humana, Inc. | ||
Tuesday November 18th, 2008
| 800 | Welcome & Opening Remarks from the Conference Chairperson JoAnna Brandi, Customer Care Coach |
| 815 | Keynote Relationships for revenue growth Keith Ferrazzi, Author, Never Eat Alone |
| 945 | Networking Break; book signing with Keith Ferrazzi & Meet & Greet with Joe Torre |
| 1015 | Keynote Ground rules for winners: Effectively managing teams, setbacks and success both in business and in life Joe Torre, LA Dodgers |
| 1115 | Keynote A top-down approach to staying close to your customers Scott Griffith, Zipcar.com |
| 1200 | Track Previews |
| 1230 | Networking Luncheon |
| Track 1: People Equity | Track 2: Customer Experience | Track 3: Front Line Faces | Track 4: Numbers Talk | Track 5: Think Outside the Walls |
| 145 Opening Remarks from the Track Chair CustomerSat | 145 Opening Remarks from the Track Chair Brian Carlin, Maritz | 145 Opening Remarks from the Track Chair Jacada | 145 Opening Remarks from the Track Chair SPSS | 145 Organized Meeting Locations to be Announced |
| 200 Delivering the ultimate experience: The power of connecting with customers through your front line employees Kathy Oughton, Maritz & Disney Institute | 200 How to create service overachievers Sheila Harrell, FedEx | 200 From cost center to competitive asset Beth Thomas-Kim, Nestle USA | 200 The three stages of grumbling: How to anticipate and manage internal resistance to VOC programs Peter Gurney, WAMU (Washington Mutual) | 200 Meet Others In Your Industry |
| 255 Climb that sandwich: effective leadership roles in today’s corporate culture Trace G.Belcher, Jewelry Television | 255 Best practices in putting the voice of the customer to work Randy Brandt, PhD, Maritz | 255 Consolidating multiple contact centers: How a unified customer service desktop hit the jackpot Robin Noma’aea, Station Casinos | 255 Linking people equity & customer service measures to drive business outcomes in a changing organization Robert Davis, Jack in the Box Restaurants | 255 Connect with Peers from Your Focus Area |
| 410 Rewarding the customer, employee and organization through skill based pay Lori Sokol & John Romano, Hyatt | 410 From concept to reality: developing a world-class customer experience Jason Grier, McAfee, Inc. | 410 Using six sigma to harness the potential of your management team Bob Weis, Samsung Electronics | 410 Collecting & managing feedback in a 2.0 world Jane Hendricks, SPSS Inc. | 410 Join other Teams or those Flying Solo |
| 505 Training your team to anticipate needs & deliver personalized service Lillian Johson, NBA | 505 Open session If you are interested in speaking in this session, please contact Jon Saxe at jsaxe@iirusa.com | 505 IT Service catalog: Opening new customer channels while driving service improvements Fred Broce, GlaxoSmithKline | 505 Open session If you are interested in speaking in this session, please contact Jon Saxe at jsaxe@iirusa.com | 505 Slackers Happy Hour |
| 555 End of Educational Session | ||||
600 Connections Block Party | ||||
Wednesday November 19th, 2008
| 730 | Morning coffee & continental breakfast |
| 800 | Keynote Marketing is a tax you pay for being unremarkable Stephen Roberts, Geek Squad |
| 845 | Keynote The customer connection: creating a customer focused organization Michael Zimmer, Xerox |
| 930 | Morning Break |
| Track 1: People Equity | Track 2: Customer Experience | Track 3: Front Line Faces | Track 4: Numbers Talk | Track 5: Think Outside the Walls |
| 1000 Getting your team to care: mobilizing your internal workforce Claire Howells, Zions Bancorporation | 1000 The power of postive word of mouth Pati Crowley, Bath & Body Works | 1000 Improving response time as a key driver to increasing customer satisfaction Daiquiri Gleaves, Delta Airlines, Inc. | 1000 Customer advocacy at AIG American General - Real time customer feedback in action Simon Leech, AIG American General | 1000 Meet First Timers or Fellow Alumni |
| 1055 Open session If you are interested in speaking in this session, please contact Jon Saxe at jsaxe@iirusa.com | 1055 How increasing customer engagement pays big! Dr. Gary Rhoads, Allegiance | 1055 Being customer-centric is not cheap; are you ready to put your money where your mouth is? Michel Cubric, Firstline Mortages, a division of CIBC | 1055 Can Technology really revolutionize the customer experience? Seth Kiner, Southern California Edison | 1055 Meet YOUR Locals from your neighborhood - by Geography |
| 1150 Perfecting the art of communication to build a total customer enterprise Donna P. Reed, American National Insurance Company | 1150 Maximize your relationship with your customers. Customizing for different generations. Kim Noltemy, Boston Symphony Orchestra, Boston Pops and Tanglewood | 1150 Plan A - Improving member inquiry accuracy Patty Dillane & Shannon O’Toole, Blue Cross Blue Shield of Massachusetts | 1150 Using the International Service Excellence Awards™ for Recognition and to Benchmark your organization against the world’s best Christine Churchill, The Customer Service Institute of America & Brett Whitford (Australian), International Council of Customer Service Organizations | 1150 Share YOUR Notes |
| 1235 Luncheon | ||||
| 150 | Keynote The science of service: the proof is in the numbers Stephen Brown, Arizona State University |
| 235 | Keynote Turning great ideas into great results: Cracking the code on getting stuff done Mark Morgan, Chief Executive Advisor, StratEx Advisors & Lead Author, “Executing Your Strategy” 2008 |
| 330 | End of Customers 1st Conference. Mark your calendar for next year! |
Need help navigating this agenda? Contact your NACCM concierge at mynaccm@iirusa.com. They will help guide you through the program so you can create your optimal conference experience. | |