People Equity | 
Customer Experience Magic | 
Front Line Faces | 
Numbers Talk | 
Think Outside the Walls |
1:45
Opening Remarks from the Track Chair Cameron Karr, CustomerSat | 1:45
Opening Remarks from the Track Chair Brian Carlin
President, Maritz | 1:45
Opening Remarks from the Track Chair David Holmes, Jacada | 1:45
Opening Remarks from the Track Chair Jane Hendricks, 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
Customer Experience Performance Consultant, Maritz & Disney Institute Bruce Kimbrell, Disney Institute Facilitator | 2:00
Presentation by Pete Winemiller, Seattle Supersonics | 2:00
How to create service overachievers Sheila T. Harrell
Vice President, Global Customer Services Strategic Planning, FedEx | 2:00
The three stages of grumbling: How to anticipate and manage
internal resistance to VOC programs Peter Gurney
VP, Service Strategy & Alignment, WAMU (Washington Mutual) | 2:00
Meet Others In Your Industry • Financial Services/Insurance
• Manufacturing/Retail
• Hospitality/Entertainment
• Healthcare/Pharma
• B2B
• Transportation/Telecom
• Government/Non-Profit
• Senior Leaders (SVPs and above) |
2:50
Climb that sandwich: effective leadership roles in today’s corporate culture Trace G. Belcher
Learning & Development Manager, Jewelry Television | 2:50
Best practices in putting the voice of the customer to work D. Randall Brandt, Ph.D.
Vice President, Customer Experience & Loyalty, Maritz | 2:50
Consolidating multiple contact centers: How a unified customer service desktop hit the jackpot Robin Noma'aea
Executive Consultant, Corporate Training Resources, Station Casinos | 2:50
Linking people equity & customer service measures to drive business outcomes in a changing organization Fred Broce
Request IT, GlaxoSmithKline | 2:50
Connect with Peers from
Your Focus Area |
3:45
Rewarding the customer,
employee and organization through skill based pay John Romano
Director of Operations, Hyatt Hotels Lori Sokol-Martin, Director of Operations, Hyatt Hotels | 3:45 From concept to reality: developing a world-class customer experience Jason Grier
Vice President, Consumer Support, McAfee, Inc. | 3:45 Using six sigma to harness
the potential of your
management team Bob Weis
Vice President, Customer Service,
Samsung Electronics | 3:45
Collecting & managing feedback in a 2.0 world Jane Hendricks
Product Marketer, SPSS Inc. | 3:45
Join other Teams or those Flying Solo Take this opporunity to either swap stories with other groups or meet those who have come to this conference on their own. |
4:40 What makes people feel good at work: an interactive opportunity to weigh in on one of the most intriguing issues facing leaders today JoAnna Brandi, President, JoAnna Brandi & Co. | 4:40 Enterprise Feedback and Complaints - Managing to Profitability in a Down Economy Rich Morrison, SVP & General Manager, CDC Respond North America | 4:40
IT Service catalog: Opening new customer channels while driving service improvements Fred Broce, Request IT, GlaxoSmithKline | 4:40
What to Say When the C-Suite Calls: The ROI on Customer Loyalty Howard Lax, SVP, Senior Consultant, Harris Interactive Loyalty | 4:40
Slackers Happy Hour Need a break from the classroom? Don’t run to your room to take a break. This is YOUR event, we won’t pass judgment. Meet at the bar with fellow attendees and don’t get serious. Leave the business talk behind. Enjoy! |
