Agenda At-a-Glance
Sunday November 16th, 2008
2:00 - 5:30 THE POSITIVE LEADER | 2:00 - 5:30 HOW TO DELIVER EXCELLENT CUSTOMER SERVICE TO VETERANS, BABY BOOMERS, GENERATION X AND MILLENIALS | 2:00 - 5:30 DISNEY’S SERVICE CHALLENGE | 6:30 7:30 |
Monday November 17th, 2008
8:00 Summit Keynote 1 Summits Begin 10:15am - 4:00pm 4:45 START OF MAIN 5:30 6:00 7:00
| Attend a Full Day Summit & Get Access to 2 Keynotes | ||
| SUMMIT 1: LOYALTY FOR LIFE SUMMIT | SUMMIT 2: | SUMMIT 3: | |
| 10:15 Opening remarks from the Summit chair Rich Phillips, Maritz Loyalty Marketing | 10:15 Opening Remarks from the Summit Chair Tim Houlnes, Working Soluions | 10:15am - 4:00pm
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| 10:25 Delivering a customer-centric approach that leads to a loyalty generating customer experience Joe Pinto, Cisco | 10:25 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” | ||
11:15 | 11:15 Scott Herman, First Advantage | ||
| 1:00 Engage customers to optimize customer lifetime value Carlos Dunlap, Maritz Loyalty Marketing | 1:00 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 | ||
| 1:50 Engage so they act: Building customer advocacy networks in a large organization George Taylor, Cardinal Health | 1:50 Speech Analytics – Enhancing the Customer Experience and Overall Quality Erika Van Noort, Director Contact Centre Best Practices and Consulting, Bell Canada | ||
| 2:40 The convergence of CRM and loyalty marketing Laura Flores, Allergen Marketing | 2:40 How Bluefly Improved Service Performance by Going Virtual Leslie Nelson, Director of Customer Service, Bluefly.com | ||
| 3:30 Sustaining customer satisfaction & loyalty Joy Whinham, Wachovia Corporation | 3:30 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
| 8:00 | Welcome & Opening Remarks from the Conference Chairperson JoAnna Brandi, Customer Care Coach |
| 8:15 | Keynote Relationships for revenue growth Keith Ferrazzi, Author, Never Eat Alone |
| 9:45 | Networking Break; book signing with Keith Ferrazzi & Meet & Greet with Joe Torre |
| 10:15 | Keynote Ground rules for winners: Effectively managing teams, setbacks and success both in business and in life Joe Torre, LA Dodgers |
| 11:15 | Keynote Peter Guber, CEO & Chairman, Mandalay Entertainment Group |
| 12:00 | Track Previews |
| 12:30 | 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 |
| 1:45 Opening Remarks from the Track Chair CustomerSat | 1:45 Opening Remarks from the Track Chair Brian Carlin, Maritz | 1:45 David Holmes, | 1:45 Opening Remarks from the Track Chair SPSS | 1:45 Organized Meeting Locations to be Announced |
| 2:00 Delivering the ultimate experience: The power of connecting with customers through your front line employees Kathy Oughton, Maritz & Disney Institute | 2:00 How to create service overachievers Sheila Harrell, FedEx | 2:00 From cost center to competitive asset Beth Thomas-Kim, Nestle USA | 2:00 The three stages of grumbling: How to anticipate and manage internal resistance to VOC programs Peter Gurney, formerly of WAMU (Washington Mutual) | 2:00 Meet Others In Your Industry |
| 2:50 Climb that sandwich: effective leadership roles in today’s corporate culture Trace G.Belcher, Jewelry Television | 2:50 Best practices in putting the voice of the customer to work D. Randall Brandt, PhD, Maritz | 2:50 Consolidating multiple contact centers: How a unified customer service desktop hit the jackpot Robin Noma’aea, Station Casinos | 2:50 Linking people equity & customer service measures to drive business outcomes in a changing organization Robert Davis, Jack in the Box Restaurants | 2:50 Connect with Peers from Your Focus Area |
| 3:45 Rewarding the customer, employee and organization through skill based pay Lori Sokol & John Romano, Hyatt | 3;45 From concept to reality: developing a world-class customer experience Jason Grier, McAfee, Inc. | 3:45 Using six sigma to harness the potential of your management team Bob Weis, Samsung Electronics | 3:45 Collecting & managing feedback in a 2.0 world | 3:45 Join other Teams or those Flying Solo |
4:40 JoAnna Brandi, President, JoAnna Brandi & Co. (NACCM Customers 1st Chairwoman) | 4:40 Rich Morrison, SVP & General Manager, CDC Respond North America | 4:40 IT Service catalog: Opening new customer channels while driving service improvements Fred Broce, GlaxoSmithKline | 4:40 What To Say When the C-Suite Calls: The ROI on Customer Loyalty Howard Lax, Harris Interactive Loyalty | 4:40 Slackers Happy Hour |
| 5:25 End of Educational Session | ||||
5:30 Connections Block Party | ||||
Wednesday November 19th, 2008
| 7:30 | Morning coffee & continental breakfast |
| 8:00 | Keynote Marketing is a tax you pay for being unremarkable Stephen Roberts, Geek Squad |
| 8:45 | Keynote The customer connection: creating a customer focused organization Michael Zimmer, Xerox |
| 9:30 | 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 |
| 10:00 Getting your team to care: mobilizing your internal workforce Claire Howells, Zions Bancorporation | 10:00 The power of positive word of mouth Pati Crowley, Bath & Body Works | 10:00 Improving response time as a key driver to increasing customer satisfaction Daiquiri Gleaves, Delta Airlines, Inc. | 10:00 CustomerSat | 10:00 Meet First Timers or Fellow Alumni |
10:50 Diane Yarosis, Quest Diagnostics | 10:50 How increasing customer engagement pays big! Kevin Mellander, Allegiance | 10:50 Being customer-centric is not cheap; are you ready to put your money where your mouth is? Michel Cubric, Firstline Mortgages, a division of CIBC | 10:50 Can Technology really revolutionize the customer experience? Jessica Kim, Southern California Edison | 10:50 Meet Locals from your neighborhood - by Geography |
| 11:40 Perfecting the art of communication to build a total customer enterprise Donna P. Reed, American National Insurance Company | 11:40 Maximize your relationship with your customers. Customization for different generations. Kim Noltemy, Boston Symphony Orchestra, Boston Pops and Tanglewood | 11:40 Plan A - Improving member inquiry accuracy Patty Dillane & Shannon O’Toole, Blue Cross Blue Shield of Massachusetts | 11:50 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 | 11:40 Share YOUR Notes |
| 12:25 Luncheon | ||||
| 1:50 | Keynote The science of service: the proof is in the numbers Stephen Brown, Arizona State University |
| 2:35 | 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 |
| 3:30 | End of Customers 1st Conference. Mark your calendar for next year! |
Need help navigating this agenda? Contact your NACCM concierge at MyNACC@iirusa.com. They will help guide you through the program so you can create your optimal conference experience. | |