Register
Tuesday- Back to the Foundations
| Tuesday, November 15th - SHARPEN CORE COMPETENCIES…Leadership, Teamwork, Culture |
| Focus Area: LEADERSHIP EXCELLENCE (8:40-10:00) | ||
| 8:40 |  KEYNOTE: Moments Matter: Drive a
Culture that Empowers Employees, Benefits
Customers and Creates Loyalty Inside & OutPete Winemiller, Senior Vice President, Guest Relations, NBA'S OKLAHOMA CITY THUNDER |
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| 9:20 | Proactive Leadership: Best Practices 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-Howard L. Lax, Vice President, Consulting (and Baby Boomer with 4 Gen Y kids), GfK Customer Loyalty |
| Focus Area: TEAMWORK (10:30-12:15) | ||
| 10:30 | KEYNOTE: The "Magic" Behind Great Teamwork:
Disney's Approach to People Management The Disney Institute |
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| 1:30 |  KEYNOTE: Delivering on Your
Brand Promise through
Customer ExperienceScott Hudler, VP, Marketing, DUNKIN' BRANDS |
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| 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: Tripling the Number of Lives Saved Through Experience Based Differentiation Tim Earley, Director of Customer Experience and Integration, American Cancer Society (ACS) |
| 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. |
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| 4:20 | DSW? Where Shoe Lovers Shop. Where Shoe Lovers Work. A Fully Integrated Strategy Kelly N. Cook, Shoe Lover, Vice President - Customer Strategy & Engagement, Designer Shoe Warehouse (DSW) |
4:20: Creating a Customer-Focused Culture Tom Feeney, President & CEO, Safelite AutoGlass® |
For full descriptions, download the conference brochure
