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Tuesday- Back to the Foundations

Tuesday, November 15th - SHARPEN CORE COMPETENCIES…Leadership, Teamwork, Culture
Focus Area: LEADERSHIP EXCELLENCE (8:40-10:00)
8:40 Pete WinemillerKEYNOTE: Moments Matter: Drive a Culture that Empowers Employees, Benefits Customers and Creates Loyalty Inside & Out
Pete Winemiller, Senior Vice President, Guest Relations, NBA'S OKLAHOMA CITY THUNDER

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

1:30 John CostelloKEYNOTE: Delivering on Your Brand Promise through Customer Experience
Scott Hudler, VP, Marketing, DUNKIN' BRANDS

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 Jamie NaughtonKEYNOTE: Delivering Happiness
Jamie Naughton, Speaker of the House, Chief Culture Ambassador, ZAPPOS.COM, INC.

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