This page will be used to provide paid delegates of the conference with access to any presentations that were not included in the conference documentation. Only paid conference delegates have permission to access IIR online documentation.

While these presentations were not available to be included in your conference documentation, IIR is pleased to make them available to all conference delegates through this web site.

You will need the freely available Adobe Acrobat Reader, which is available by clicking here. To access the presentations:

• Click the title of the session
  
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• You can print the files and add them to your other conference materials

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Double Your Customer Satisfaction in 6 months or Less
Tuesday, November 14, 2006 11:15, Delivering Service Excellence track
Daniel Sachs, Vice President of OperationsPartsearch Technologies

Exceeding Customer Expectations During Challenging TimesBecoming a Company Recognized for Going Above & Beyond
Monday, November 13, 2006 1:30 pm, Delivering Service Excellence track
Jason WardDirector Customer Commitment & Customer Relations, JetBlue Airways

Real Time Customer Feedback: The Voice of Your Customer Speaks Volumes...North American Conference on Customer Management
Sunday, November 12, 2006 8:05 am Contact Center Summit
Wendi Jaeger, Vice President, Synovate ViewsCast
Elizabeth Pisano, Executive Consultant, Kaiser Permanente Health Plan

What Your CEO Wants: Customer Service, Loyalty and a Strong Bottom Line 
Tuesday, November 14, 11:15, Leadership, Strategy & Vision Track
Gwynne Whitley, Director, Corporate Customer Service Excellence, Wachovia Corporation