NACCM | Agenda At-a-Glance
Agenda At-a-GlancePRE -CONFERENCE • Loyalty & Social CRM Summit • Monday October 25th
| 9:00 | Loyalty, Cost Savings and Incident Reduction: Netezza's High Touch Customer Strategy across Every Contact Point Patricia Cotter, NETEZZA CORPORATION |
| 9:40 | Customer Engagement through Social CRM: You Can't Fake It (And It's More Than Having Facebook Fans!) Lewis Goldman, 1-800-FLOWERS |
| 10:20 | Morning Networking & Refreshment Break |
| 11:00 | Wyndham Hotel Groups Leads Loyalty Amidst a Disruptive Business Environment Jill Noblett, WYNDHAM HOTEL GROUP |
| 11:40 | GE Money's Journey to Call Center Satisfaction through First Contact Resolution Valerie J. Foxman, GE CAPITAL RETAIL CONSUMER FINANCE |
| 12:20 | Luncheon for Monday Participants |
| 1:40 | Rogers Communications' Customer Retention and Satisfaction Approach Josée Bourdages, FIDO BRAND |
| 2:20 | Educational Loyalty and Social CRM: Irynsoft Facilitates Communal Learning Experiences and Increases Loyalty with Social Networking Sanjib Kalita, IRYNSOFT |
| 3:00 | Afternoon Networking & Refreshment Break |
| 3:40 | Maritz Research Explores the Next Generation of CEI /I Methods D. Randall Brandt, MARITZ RESEARCH |
| 4:20 | Loyalty for a Cause: RecycleBank Champions the New Paradigm in Loyalty Marketing Morley Ivers, RECYCLEBANK |
| 5:00 | Close of Loyalty Summit |
MAIN CONFERENCE: DAY ONE • Tuesday October 26th
| 8:45 | The Customer Is ALWAYS Right! Stew Leonard, Jr., President, STEW LEONARD's |
| 9:45 | World Café Dialogue Mary Kipp, KIPP AND ASSOCIATES |
| 11:00 | Morning Networking & Refreshment Break |
"One Person Can Make a Difference" Chair: JoAnna Brandi, THE CUSTOMER CARE COACH | "There's No 'I' In Team" Track 2: Company Culture & Employee Engagement | "The Customer is Always Right" Track 3: 'Crowdservicing' & Customer | |
| 11:40 | Keeping It Real with Customers! Nationwide 'On Your Side' Jasmine Green, NATIONWIDE INSURANCE NATIONWIDE INSURANCE | CVS Caremark Engages Colleagues in their Mission, Vision, and Values Candy Clay & Tracy Fields, CVS CAREMARK | When We Listen to Customers, We All Win: PetSmart Turns Customer Feedback into Actionable Insights Michelle Wildman, PETSMART |
| 12:20 | How Thomson Reuters' Leaders Creates a Measurable Customer Experience Culture Barbara Graovac,THOMSON REUTERS | Xerox Puts the Customer at the Core of Their Strategy Jared K. Hardie, XEROX CORPORATION | GE Healthcare Accelerates Customer Partnerships with Social Crm Tom Zimmerman, GE HEALTHCARE |
| 1:00 | NACCM Luncheon | ||
| 2:00 | Straight Talk: How Electronic Arts' Leaders Empower Employees Boyd Beasley, ELECTRONIC ARTS | Westfield Creates a Culture of WOW through Employee Engagement Andre Harris, WESTFIELD SHOPPING MALLS | Opening Doors with your VIP Customers: Scottrade Empowers VIPS Nina Card, SCOTTRADE INC. |
| 2:40 | JetBlue’s Leaders Create a Great Culture for Great Customer Service Vicky Stennes, JetBlue Airways
| Microsoft Improves Worldwide Customer-Centric Culture and Accountability Ines Vargas, MICROSOFT | Growing a Branded Community to Increase Engagement and Advocacy Rebecca Carroll,VERIZON |
| 3:15 | Afternoon Networking & Refreshment Break | ||
| 3:45 | The Business Behind the Magic of Disney's Chain of Excellence: Leadership, People Management, Quality Service, and Loyalty DISNEY INSTITUTE Instructor |
| 5:15 | "Welcome Home" Block Party: Opening Night Cocktail Reception |
MAIN CONFERENCE: DAY TWO • Wednesday October 27th
| 9:00 | "Breakfast of Champions" Outdoor Roundtables Rosemarie Donzanti, CVS CAREMARK• John Cushman, AT&T • Boyd Beasley, ELECTRONIC ARTS• Barbara Graovac, THOMSON REUTERS • Gina Debogovich, BEST BUY • Stuart Roesel, Earthlink |
| 10:20 | Morning Networking & Refreshment Break |
| 10:50 | (Inter)Views from the Top: CEO/COO Spotlight Bob Peixotto, COO, L.L. BEAN , INC . • Jay Steinfeld, CEO, BLINDS.COM • Todd Davis, CEO,LIFELOCK |
| 11:40 | Drive Business Performance: How Leaders Enable a Culture of Intelligent Execution Joey Fitts, Author, DRIVE BUSINESS PERFORMANCE: ENABLING A CULTURE OF INTELLIGENT EXECUTION |
| 12:20 | Luncheon for NACCM participants |
"One Person Can Make a Difference" Chair: JoAnna Brandi, THE CUSTOMER CARE COACH | "There's No 'I' In Team" Track 2: Company Culture & Employee Engagement | "The Customer is Always Right" Track 3: 'Crowdservicing' & Customer | |
| 1:20 | Customer-Centric Leadership: Sun International Hotels Gears Up for the World Cup Ica van Eeden, SUN INTERNATIONAL (PTY) LTD HOTEL GROUP | "Service Sabbatical": Blue Cross Blue Shield's Employee Development Opportunity Patricia Dillane,BLUE CROSS BLUE SHIELD | From Ordinary Customer to Fervent Fans: Yahoo! Helps Customers Take the Leap Robyn Tippins, YAHOO! DEVELOPER NETWORK, Author, COMMUNITY 101 |
| 2:00 | Leadership Means Enabling Success for All Associates: How ADT's Employee Engagement Impacts the Bottom Line Georgia Eddleman Little, ADT SECURITY SERVICES | Ace Care Increases Efficiency w/o Losing "Tribal" Knowledge or Personal Touch Klaus Buellesbach, ACE HARDWARE CORPORATION | AutoTrader.com Drives Sales, Retains Busines, adn Shapes Key Company Objectives with their Client Loyalty Program Joe Richards, AutoTrader.com |
| 2:40 | Afternoon Networking & Refreshment Break | ||
| 3:00 | Learning Leadership Disney Style for Strong Business Results William Greenwald, HUMANA | The Hartford's Journey Toward Building an Award Winning Culture Sue Brinker, HARTFORD INSURANCE | The Five Methods of Automatic Customer Satisfaction Steve Martorano, POLYGON NORTHWEST |
| 3:40 | How Leaders Must Empower Employees: CareerBuilder.com Focuses on People, Process and Culture Mike Hargis, CAREERBUILDER | Environment is Everything: Why Happy Employees Lead to Happy Customers Contact Jon Saxe at jsaxe@iirusa.com | Building Meaningful Relationships: Online and Offline Using Social Media Joshua Karpf, PEPSICO |
| 4:20 | Close of NACCM 2010… | ||