Monday Summits
The Customer's 1st Summits on Monday November 17th, 2008
730 Registration and Continental Breakfast
Summit Keynote Sessions
Everyone who signs up for a summit will get access to the following two keynote sessions.
 | 815 In today’s competitive marketplace, the need for repeat business is a vital factor that contributes to your bottom line. Companies that develop customer loyalty by delivering superior value will be the companies that succeed and the companies that last. Satisfied customers drive long-term financial results. At Disney, we create loyalty by first providing superior value, and second by creating a lifelong relationship with each Guest (customer). We value our Cast Members (employees) as the visible champions of our brand and recognize them as the primary means for exceeding our Guests’ expectations. In this 90 minute workshop, you will discover for yourself the value of creating a loyalty based organization and how to adapt Disney’s success to your situation. Audience Takeaways:
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 | 445 JetBlue Airways took flight in early 2000 as a low-fare carrier. But unlike its “no-frills” predecessors, JetBlue’s strategy was to offer a coach flying experience with appealing amenities including leather seats, complimentary brand name snacks and beverages, in-flight movies, DIRECTV, and XM Satellite Radio. What really differentiated JetBlue’s strategy, however, was its emphasis on “The JetBlue Experience,” a philosophy that places customer service at the forefront - a significant competitive advantage in an industry with a poor customer service reputation. As JetBlue continues to use service as a core differentiator in the air travel business, they have experienced speed bumps along the way. In this session, you will hear how JetBlue has learned from their mistakes and how they continue to challenge themselves to improve. Hear how their teams are trained to be effective problem solvers and delight flyers at every touch point. |
B1: Loyalty for Life Summit
TRANSFORMING YOUR CUSTOMERS INTO LIFELONG ADVOCATES
Opening Remarks from the Summit Chair
Rich Phillips, President, Maritz Loyalty Marketing
Developing a Customer-Centric Approach that Leads to a Loyalty-Generating Customer Experience
Joe Pinto, Senior Vice President, Technical Services, Cisco Systems Inc.
Investing in Community and NPS to Drive Customer Loyalty
Kip Knight, Vice President of Marketing, eBay
Engage Customers to Optimize Customer Lifetime Value
Carlos Dunlap, Division Vice President of Solution Design, Maritz Loyalty Marketing
Engage So They Act: Building Customer Advocacy Networks in a Large
Organization
George Taylor, Vice President, Customer Excellence, Cardinal Health
The Convergence of CRM and Loyalty Marketing
Laura Flores, Director - Customer Relationship Marketing, Allergan Medical
Sustaining Customer Satisfaction and Loyalty
Joy Whinham, Vice President, Online Customer Experience Customer Advocacy
Leader, Wachovia Corporation
B1: Contact Center 3600 Summit
A 360O EXPLORATION INTO THE MODERN DAY CONTACT CENTER: STRATEGY, ORGANIZATIONAL ALIGNMENT, NEW TECHNOLOGIES AND A LOOK AT THE FUTURE
Opening Remarks from the Symposium Chair
Soundbite Communications
When the Best Service is No Service
Bill Price, formerly Global Vice President, Customer Service, Amazon.com,
Getting the Operations Part Right: From Service to Experience to Engagement
Angela Kirk, Vice President, Customer Engagement, The Church Pension Group
Linda Alexander, Vice President, Medicare Part D, UnitedHealth Group, Ovations
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
Speech Analytics – Enhancing the Customer Experience and Overall Quality
Erika Van Noort, Director Contact Centre Best Practices and Consulting, Bell Canada
How Bluefly Improved Service Performance by Going Virtual
Leslie Nelson, Director of Customer Service, Bluefly.com
Customize on the Spot! Customer Contact & Contact Center Think Tanks
Facilitated by William J. Greenwald, National Director, Business Advisory Group,
Humana, Inc.
 | B2:Swarming the Magic Kingdom! Learn Outside |