| Agenda at Glance
PRE-CONFERENCE: Monday, November 14th | MAIN DAY ONE: Tuesday, November 15th | MAIN DAY TWO: Wednesday, November 16th
| PRE-CONFERENCE: Monday, November 14th |
| CREATING CUSTOMER ADVOCATES: Loyalty Summit |
 Full Day Workshop |
| 9:00 |
Welcome from your Summit Chairperson |
9:00-4:00:
Learn the Foundations
of Leadership Excellence
(Disney Style)
William Greenwald, Director,
Performance Coaching and Advisory Practice,
Humana, Inc. |
| 9:15 |
How Positive Work Cultures Enable Loyalty
JoAnna Brandi, Author, Consultant, Speaker and Positive Leadership Coach, CUSTOMER CARE COACH |
| 10:15 |
Morning Networking & Refreshment Break |
| 10:45 |
Brand Ambassadors
Kate Feather, PEOPLE METRICS, Julie Broderick SIGNATURE FLIGHT SUPPORT |
| 11:30 |
Setting the Bar for Customer Satisfaction: Benchmarks or Loyalty?
Randall Brandt, MARITZ |
| 12:15 |
Lunch |
| 1:30 |
Creating Customer Advocates out of Verizon Online Support
Judity FerrellVerizon |
| 2:15 |
Who Owns Loyalty? We All Do
Mike Sachs, General Manager, CRM & Owner Loyalty Volkswagen of America |
| 3:00 |
Afternoon Networking & Refreshment Break |
| 3:30 |
Employee Engagement through the Customer Experience
Melinda Parks, Director, Loyalty & Retention Marketing, SPRINT |
| 4:20 |
OPENING KEYNOTE SESSION: It's All About the Customer!
Jasmine Y. Green, Chief Customer Advocate, Nationwide Mutual Insurance Company
(Opening night keynote is open to ALL participants) |
|
| 5:00 |
Close of Pre-Conference Day |
|
| MAIN DAY ONE: Tuesday, November 15th - SHARPEN CORE COMPETENCIES…Leadership,Teamwork, Culture |
| 8:30 |
Tuesday Welcome & Opening Remarks from your NACCM Chairperson
Janet LeBlanc, President, JANET LEBLANC + ASSOCIATES
|
| FOCUS AREA: LEADERSHIP EXCELLENCE (8:40-10:00) |
| 8:40 |
KEYNOTE: How Strong Leaders Facilitate Moments that Matter
Pete Winemiller, Senior Vice President, Guest Relations, NBA's OKLAHOMA CITY THUNDER |
| 9:20 |
Proactive Leadership in a Self-Service World
Fred Taylor Jr., Senior Manager Proactive Customer Service Communications, SOUTHWEST AIRLINES |
9:20:
Become a Leader in Customer Loyalty: Customer Loyalty and Experiences across the Generations - GfK Custom Research North America |
| FOCUS AREA: TEAMWORK (10:30-12:15) |
| 10:00 |
Morning Networking & Refreshment Break
|
| 10:30 |
KEYNOTE: The "Magic" Behind Great Teamwork: Disney's Approach to People Management - THE DISNEY INSTITUTE |
| 12:15 |
Lunch |
| FOCUS AREA: CUSTOMER EXPERIENCE (1:30-3:00) |
| 1:30 |
KEYNOTE: Delivering on Your Brand Promise Through Customer Experience
Scott Huder, Vice President, Marketing, DUNKIN BRANDS |
| 2:20 |
Best-in-class Customer Experience Management (CXM): the Power of an Integrated Framework
Jennifer Bodzinski - Director, Customer Quality, EMC, Stephan Sigaud - SVP, Customer Experience Management Practice, TNS North America
|
2:20:
Saving Lives Saved Through Experience Based Differentiation
Tim Earley, Director of Customer Experience and Integration, AMERICAN CANCER SOCIETY |
| 3:00 |
Afternoon Networking and Refreshment Break |
| FOCUS AREA: CULTURE & EMPLOYEE ENGAGEMENT (3:20-5:00) |
| 3:20 |
KEYNOTE: Delivering Happiness
Jamie Naughton, Speaker of the House, Chief Culture Ambassador, ZAPPOS.COM, INC. |
| 4:20 |
Where Shoe Lovers Shop. Where Shoe Lovers Work
Kelly N. Cook, Shoe Lover, Vice President – Customer Strategy & Engagement, DSW DESIGNER SHOE WAREHOUSE |
4:20
Creating a Customer-Focused Culture
Tom Feeney, President & CEO, SAFELITE AUTOGLASS |
| 5:00 |
Close of Day One |
| MAIN DAY TWO: Wednesday, November 16th - BUILD NEW CAPABILITIES…Innovation, SocialMedia, Storytelling |
| FOCUS AREA: STORYTELLING (9:00-10:00) |
| 9:00 |
KEYNOTE: Tell To Win - Connect, Persuade, and Triumph with the Hidden Power of Story
Peter Guber, Chairman and CEO, MANDALAY ENTERTAINMENT GROUP, Author, Tell To Win — Connect, Persuade, and Triumph with the Hidden Power of Story |
| 10:00 |
Morning Networking & Refreshment Break |
| 10:15 |
Wednesday Welcome & Opening Remarks from your NACCM Chair
Janet LeBlanc, President, JANET LEBLANC + ASSOCIATES |
| FOCUS AREA: SOCIAL MEDIA & TECHNOLOGY (10:20-11:45) |
| 10:20 |
KEYNOTE: Leveraging Social Technologies to Grow Your Business with Existing Customers
Becky Carroll, Author, The Hidden Power of Your Customers, Community Program Manager, VERIZON |
| 11:00 |
Operational Excellence in Social Media
Gina Debogovich, Senior Manager, Communities, BEST BUY |
11:00
What Do You Do With 25,000 Conversations a Day?
Maribel Sierra, Director, Social Media Listening and Engagement, DELL
|
| 11:45 |
Lunch |
| FOCUS AREA: INNOVATION & TOMORROW'S CUSTOMER (12:45-2:15) |
| 12:45 |
KEYNOTE: It's 2012, Are You Customer Worthy? Michael R. Hoffman, Author, Customer Worthy |
| 1:30 |
Innovation and the Student Experience
Sophie Vlessing, Senior Vice President, Strategic Marketing and Student Experience, KAPLAN UNIVERISTY |
1:30:
Learning from Infamous Customer Service Mistakes
Robyn Tippins, Author, COMMUNITY 101 |
| 2:15 |
Close of NACCM 2011
|
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 |
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