| Agenda At-a-Glance
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Sunday, November 12, 2006: The Summits
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B1 8:00 a.m. – 5:00 p.m. LOYALTY SUMMIT
Attracting & Creating Profitable Customers for Life … Driving Customer Retention, Loyalty & Advocacy
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| 7:00 | Registration & Morning Coffee |
| 8:00 |
Welcome & Opening Remarks of Loyalty Summit Chairperson
Larry A. Crosby, Ph.D., CEO,
SYNOVATE LOYALTY
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| RAPID-FIRE PANEL PRESENTATION – Customer Loyalty Insights: Starting With the Right Information to Guide Your Strategy |
| 8:30 |
Strategic Research and Modeling to Set Your Priorities for Customer Loyalty
Steve Pekala, Director, Market Knowledge & Pricing, ANDERSEN WINDOWS
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| 8:55 |
Analyzing Survey Data to Determine Loyalty Indicators
John Pelligrino, Ph.D., Director, Customer Satisfaction Measurement,
MEADWESTVACO
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| 9:20 |
Experience Monitoring: Listening to Your Customers & Making Changes
Geoff Pohanka, Dealer Principle, POHANKA AUTO GROUP
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| 9:45 |
Open Forum: Q&A
Bring your questions for the panelists
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| 10:05 |
Networking Break
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| RAPID-FIRE PANEL PRESENTATION – Customer Loyalty Alignment: Getting Your Organization Moving Together to Create Positive Change |
| 10:35 |
Building Loyalty is a Team Effort: Breaking Down Functional Silos
Jeff Davidoff, Vice President, Brand Marketing & Communications, WHIRLPOOL
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| 11:00 |
Engaging Your Customers One Touchpoint at a Time to Drive Loyalty
Roy Barnes, Senior Vice President, Customer Strategy,
MARRIOTT VACATION CLUB INTERNATIONAL
Lisa Goodmaster, Vice President, Customer Development,
MARRIOTT VACATION CLUB INTERNATIONAL
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| 11:30 |
Performance Measurement Systems: Metrics to Link Your Frontline to Your Corporate Loyalty Goals
Bud Taylor, Senior Consultant, SYNOVATE LOYALTY (on behalf of Microsoft)
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| 11:55 | Open Forum: Q&A
Bring your questions for the panelists |
| 12:15 |
FEATURE
Pulling it All Together: Getting Results through Loyalty-Based Leadership & Strategy
Diana Bell, Senior Vice President, Total Customer Experience & Corporate Affairs, HEWLETT-PACKARD
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In the afternoon, attendees of the Loyalty Summit and the Contact Center Summit will BOTH have exclusive
access to fantastic and insight-rich sessions.
| 1:00 |
Lunch & Presentation by Perseus
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| 2:15 | KEYNOTE
Starting a Customer Epidemic: How Making Small Changes & Delving Beneath Customer Feedback Can Cause Group Behavior to Tip in Your Favor
Malcolm Gladwell, Best-selling Author of "Blink" and "The Tipping Point"
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| 3:45 |
PANEL DISCUSSION
Becoming a Company Known for Service: Candid Discussion with the Winners of the 2006 Fast Company "Customers First Awards"
Moderator: David Lidsky, Senior Editor, FAST COMPANY
Panelists: Wolfgang Hunter, CEO of the Americas, MANDARIN ORIENTAL HOTEL
Bryan Johnson, Vice President, Global Marketing, BURTON SNOWBOARDS
Steve Yacker, Vice President, Merchandising & Operations, BEST CELLARS
Winston Wright, Marketing Executive, NOKIA EXPERIENCE CENTERS
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| 5:00 |
Conclusion of THE SUMMITS
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B2 8:00 a.m. – 5:00 p.m. CONTACT CENTER SUMMIT
Harnessing Workforce & Technology Trends to Improve the Customer Experience in Your Call Center
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| 7:00 | Registration & Morning Coffee |
| 8:00 |
Welcome & Opening Presentation of Contact Center Summit Chairperson
Eric Keough, Vice President Consumer Direct Strategy, SOUNDBITE COMMUNICATIONS
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| 8:05 |
Real Time Customer Feedback: The Voice of Your Customer Speaks Volumes
Wendi Jaeger, Vice President, SYNOVATE VIEWSCAST
Elizabeth Pisano, Executive Consultant, KAISER PERMANENTE HEALTH PLAN
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| 8:45 |
Leveraging Phone Technologies to Increase Productivity
John Birrer, Vice President, Customer Service Operations, T-MOBILE USA
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| 9:30 |
Innovative Web Tools: Delivering Stellar Service and Reduced Costs
Rosemary Eady, Vice President, Planning & Call Center Management,
1-800-FLOWERS.COM
Tim Szymanski, Manager, Bridge Operations, 1-800-FLOWERS.COM
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| 10:15 | Networking Break |
| 10:45 |
Home-Shoring: Managing Remote Agents to Provide a Consistent Customer Experience
Douglas Woodard, Vice President, Customer Service, North American Delivery,
STAPLES
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| 11:30 |
The Outsourcing Decision: Keys to a Successful Launch
Matt Lee, Director, Business Development & Support, TRAVELOCITY
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| 12:15 |
Utilizing an Agent Scorecard to Align Agent Performance Metrics with Customer Expectations
Anthony Bagio, Manager, Operations, CONTINENTAL AIRLINES
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| 1:00 |
Lunch & Presentation by Perseus
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| 2:15 | KEYNOTE
Starting a Customer Epidemic: How Making Small Changes & Delving Beneath Customer Feedback Can Cause Group Behavior to Tip in Your Favor
Malcolm Gladwell, Best-selling Author of "Blink" and "The Tipping Point"
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| 3:45 |
PANEL DISCUSSION
Becoming a Company Known for Service: Candid Discussion with the Winners of the 2006 Fast Company "Customers First Awards"
Moderator: David Lidsky, Senior Editor, FAST COMPANY
Panelists: Wolfgang Hunter, CEO of the Americas, MANDARIN ORIENTAL HOTEL
Bryan Johnson, Vice President, Global Marketing, BURTON SNOWBOARDS
Steve Yacker, Vice President, Merchandising & Operations, BEST CELLARS
Winston Wright, Marketing Executive, NOKIA EXPERIENCE CENTERS
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| 5:00 |
Conclusion of THE SUMMITS
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THE WORKSHOPS
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Pre Conference Workshop B3
8:00 – 11:30 a.m.
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Pre Conference Workshop B4
8:00 – 11:30 a.m.
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Power Up Performance: Linking Employee Happiness to Customer Happiness
JoAnna Brandi, JoAnna Brandi and Company, Inc.
| Implementing a Process to Establish & Sustain a Culture of Service Excellence
Teri Yanovitch, T.A. Yanovitch, Inc.
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Sunday, November 12, 2006: The Conference
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| 5:00 | Cocktail Reception & Customers First Awards Ceremony Presented by FedEx and Fast Company |
| 6:00 |
KICK-OFF KEYNOTE - Achieving the Ultimate: Turning Customers into Promoters Who Generate Good Profits & Sustainable Growth
Fred Reichheld, Loyalty Expert and Author of "The Ultimate Question: Driving Good Profits & True Growth"
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| 7:30 |
Book Signing with Fred Reichheld
Conclusion of Sunday Activities
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Monday, November 13, 2006: THE CONFERENCE
| 7:00 | Registration & Morning Coffee |
| 8:00 |
Chairperson's Welcome
Joe Wheeler, Executive Director, THE SERVICE PROFIT CHAIN INSTITUTE;
Author, "Managing the Customer Experience: Turning Customers into Advocates"
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| 8:15 |
KEYNOTE
Taking Charge in Times of Change
General Colin L. Powell, USA (Ret.) and Former Secretary of State
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| 10:15 | • "Meet & Greet" session with Colin Powell
(open to speakers, sponsors, and past NACCM attendees)
•Networking Break in Exhibit Hall |
| 10:45 |
KEYNOTE
Renewing Your Passion for Service to Create Intensely Devoted Customers
Chip Bell, Author of 16 Books on Customer Service
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| 12:15 |
Lunch
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Concurrent sessions begin. Sessions are 45 minutes each with at least 15 minutes between sessions for switching. Attend sessionss in any track you like. Listen. Learn. Enjoy.
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LEADERSHIP, STRATEGY & VISION
Track Chair: Satmetrix
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ORGANIZATIONAL & PEOPLE MANAGEMENT
Track Chair:
Maritz
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DELIVERING SERVICE EXCELLENCE
Track Chair: Caras Training
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CUSTOMER EXPERIENCE & ENGAGEMENT
Track Chair: Synovate Loyalty
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TOOLS, TECHNIQUES & TECHNOLOGIES
Track Chair:
TBA
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CONTACT CENTER OPTIMIZATION
Track Chair:
Jacada
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MARKETING INTELLIGENCE & VALUE
Track Chair:
TBA
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1:30 - 2:15
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Getting Started: Initiating Change in a Large Organization
Shawn M. Budde, Senior Vice President, Enterprise Customer Management, CAPITAL ONE
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Moments Matter! Building a Culture that Empowers Employees, Benefits Customers and Creates Loyalty Inside and Out
Pete Winemiller, Vice President, Guest Relations, NBA'S SEATTLE SUPERSONICS & WNBA'S SEATTLE STORM FEATURE
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Exceeding Customer Expections During Challenging Times: Becoming a Company Recognized for Going Above & Beyond
Jason Ward, Director, Customer Commitment & Customer Relations, JETBLUE AIRWAYS
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Developing Metrics to Measure the Total Customer Experience & Deliver "Wow" at Every Opportunity
Jill Ouellette, Director, Consumer
Services, THE LEGO GROUP
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Make Me Feel Important! Leveraging Technology to Enhance Customer Relationships at Mary Kay Inc.
Kim LaRue, Director, Leadership Support Services, MARY KAY INC.
Craig Carter, Manager, Business & Technology Services, MARY KAY INC.
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Changing the Perception of Your Call Center from Cost Center to Strategic Asset
Charlie Moore, Director, Sales, Service & Support, BORDERS
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FEATURE
Translating Data into Competitive Advantage: Tapping into Underserved Customer Segments to Drive Growth
Michael Parks, Chief Information
Officer, VIRGIN MOBILE
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| 2:30-3:15 |
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The One Number You Need … Does One Size Fit All? Another Viewpoint that Can Impact the Strategic Direction of Your Business
D. Randall Brandt, Ph.D., Vice President, Customer Experience & Loyalty, MARITZ, INC.
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Workforce Optimization: Managing the Workflow for Knowledge Worker Productivity
Andrea Pair, Vice President, Customer Service & Support, Enterprise Information Systems, LOCKHEED MARTIN
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Operational Excellence: Delivering a Consistent Service Experience
Helen Horsham-Bertels, Director, Consumer Affairs, STARWOOD HOTELS & RESORTS
| Focusing Your Entire Organization to Deliver Customer Experiences with ROI
Lawrence A. Crosby, Ph.D., CEO, SYNOVATE LOYALTY
| Every Email Tells a Story, Don't It? Leveraging Simulation Technologies to Ensure You're Sending Customers the Right Message
Joseph LaTorre, Director of Design & Development, EMPLOYMENT TECHNOLOGIES CORPORATION
Donna Gray, Director of Business Development, EMPLOYMENT TECHNOLOGIES CORPORATION
| Gaining Operational Efficiency: Tips for Simplifying Your Infrastructure & Improving Customer Satisfaction
Neil Leguillow, IT Account Manager, Consumer Markets, EMBARQ
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Integrating VOC & VOM in a Transitioning Corporate Environment
Raj Shroff, Vice President, Engineering & Planning, CITIGROUP
Laima Widmer, Vice President, Market Research & Development, CITIGROUP
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3:15
• Networking Break in the Exhibit Hall
• Book Signing with Chip Bell |
| 4:00 - 4:45 |
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Transforming Critical Customers into Sustainable Partners: Anticipating Customer Needs to Drive Value
Larraine Segil, Partner, VANTAGE
PARTNERS; Author, "Measuring the Value of Partnerships" & "Intelligent Business Alliances"
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Achieving Customer Satisfaction through Employee Satisfaction: Best Practices in Recruiting, Hiring, Training, Development & Motivation
Beth Nelson, Director, Online Customer Service, ESTÉE LAUDER COMPANIES
| Outbound Trends: How Top Firms are Connecting with New & Old Customers
Ronna Caras, President, CARAS TRAINING
| Through the Looking Glass: How the Employee Experience Mirrors (and drives) the Customer Experience
Rodger Stotz, Vice President,
Managing Consultant,
MARITZ INC.
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Maximize Customer Insight Throughout Your Organization with Enterprise Feedback Management
James Corriveau,Director of Product Marketing, SPSS
| Leveraging a Step-by-Step Approach to Sharing Crucial Customer Insights with Business Partners, Creating Integrated Solutions, and Delivering Better Customer Experiences
Yvette Steinhardt, Manager, The Lilly Answers Center, ELI LILLY AND COMPANY
| Intelligent Intelligence Gathering—Listen and Act Fast
Claire Dean, Director,
Americas Field Marketing,
ADOBE SYSTEMS, INC.
Julie McEntee, Director,
Marketing Intelligence,
ADOBE SYSTEMS, INC.
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| 5:00 - 5:45 |
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INTERACTIVE DISCUSSION SESSION
Revealing the Secret to Being a Successful Leader: Creating Commitment, Not Compliance & Making Your People Want to Be Great
Shane Green, Expert in Leadership Training & Executive Retreats; President, SERENE HOSPITALITY
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Leveraging CRM & Loyalty Card Programs to Drive Marketing & Retention Efforts
David Norton, Senior Vice President, Relationship Marketing, HARRAH'S ENTERTAINMENT
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Extreme Web Makeover: Self-Service Edition
Annette Jacobs, SAFEHARBOR TECHNOLOGY CORPORATION
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Creating an Emotional Connection With your Customer through Consistent Delivery at Every Touchpoint
Julie Imes, CITIGROUP – THANKYOU NETWORK
Amy Harris, Director, Senior Vice President, CITIGROUP – THANKYOU NETWORK
| Translating Global Voice of Customer (VOC) into Bottom-Line Results: Leveraging Technology to Effectively Manage Staff & Assess the Needs of Customers
Charles (Chas) Grabon, US Service
Leader, Honeywell Energy Analysis
Team (HEATeam), HONEYWELL
| Developing a Proactive Call Center Approach
Elizabeth Marchetti, Director, Customer Support, CARDINAL HEALTH
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Enterprise Research Management
Jake Sedlock, NETREFLECTOR, INC.
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| Tuesday, November 14, 2006: THE CONFERENCE |
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Concurrent sessions begin. Sessions are 45 minutes each with at least 15 minutes between sessions for switching. Attend sessions in any track you like. Listen. Learn. Enjoy.
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LEADERSHIP, STRATEGY & VISION
Track Chair: Satmetrix
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ORGANIZATIONAL & PEOPLE MANAGEMENT
Track Chair:
Maritz
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DELIVERING SERVICE EXCELLENCE
Track Chair: Caras Training
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CUSTOMER EXPERIENCE & ENGAGEMENT
Track Chair: Synovate Loyalty
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TOOLS, TECHNIQUES & TECHNOLOGIES
Track Chair:
TBA
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CONTACT CENTER OPTIMIZATION
Track Chair:
Jacada
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MARKETING INTELLIGENCE & VALUE
Track Chair:
TBA
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8:00 - 8:45
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Delivering a WOW Experience! (No Matter What Business You're In)
Teresa Kroll, Chief Marketing Bear, BUILD-A-BEAR WORKSHOP
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Selling Customer-Centricity to Non-Front Line Employees: Breaking Down Silos Between Functions
Linda Altman, Director, Human Resources, PGA TOUR GOLF COURSE PROPERTIES
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The Cost of Poor Service: Stop Throwing Profits Away & Start Creating a Customer Service Culture
Don Stuckey, Customer Service Strategist, BI-LO, LLC
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Implementing Your Customer Experience Plan: Taking Action
Laura Bosworth, Director, Global Strategy, Customer Experience, DELL
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Creating a Culture of WOW
Andre Harris, National Director, Customer Service, WESTFIELD
| Developing Metrics for Managing Representative Performance
Beverly Mitchell, First Vice President, Atlanta Contact Center Manager, SUNTRUST ONLINE, SUNTRUST BANKS, INC.
| Clicks, Licks, Triggers & Calls: How Scotiabank is Delivering on the Vision of Relevant, Multichannel Marketing
Jonathan Huth, Vice President, Relationship Database Marketing, SCOTIABANK
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| 9:00 - 9:45 |
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Marketing ROI: Developing a Decision Support Strategy for Driving Customer Equity
Roland T. Rust, David Bruce Smith Chair in Marketing, Executive Director, Center for Excellence in Service, UNIVERSITY OF MARYLAND
| Creating an Enjoyable Working Environment Where Communication is Key
Becky Carlson, Vice President, Customer & Field Solutions, MEDTRONIC
| Delivering Personalized Service: Understanding & Catering to the Unique Needs of Your Customers
Scott McIntyre, Director, Customer Care, BEST BUY
| How BearingPoint Uses Net Promoter® to Improve Profitability and Growth Within Key Accounts
Peter Van Houten, Vice President, Field Operations, SATMETRIX SYSTEMS, INC.
Ira Entis, Vice President, Global Field Marketing, BEARINGPOINT
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The Hispanic Market: Tools for Penetrating this $700 Billion Market
Ryan Nichols, Managing Consultant, EXCEND CONSULTING
| Building a Service-Focused Company Culture: Giving Your Employees Free Rein to Make Your Customers' Day
Jane Judd, Senior Call Center Manager, ZAPPOS.COM
| Putting the Voice of the Customer to Work
Nancy Allen, Group Manager, EMBARQ
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9:45
Networking Break in the Exhibit Hall
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| 10:15 - 11:00 |
| Putting The Service Profit Chain to Work: Lessons on Achieving Breakthrough Value from the World's Leading Companies
Joe Wheeler, Executive Director, THE SERVICE PROFIT CHAIN INSTITUTE
Jeanne Schulte, Vice President, Client Relations, CA (formerly Computer Associates)
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Communication is Not a Four Letter Word
Rosanne D'Ausilio, Ph.D., President, HUMAN TECHNOLOGIES GLOBAL
| Converting Customer Frustrations into Powerful Change: Making the Commitment to Deliver Premium Service
Dave Albert, Manager, Customer Satisfaction Marketing, VOLVO TRUCKS NORTH AMERICA
| How to Care for your Most Strategic Accounts: Segmented Customer Support Strategies that Work
Rob Rowello, Principal, PRTM
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Creating an Integrated & Simplified Agent Desktop to Improve Agent & Customer Experience
Keith Lindsay, Director, Customer Care Application Development, COX COMMUNICATIONS
| Tiered Customer Care: Can You Afford to Treat All Customers the Same?
Fabian Rucker, Senior Director, Customer Experience Strategy, BELL CANADA
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Leveraging "Emotion" in Delivering a Unique Customer Experience
Eric Shawger, Service Delivery Manager, GE HEALTHCARE
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11:15 - 12:00
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| What Your CEO Wants: Customer Service, Loyalty & a Strong Bottom Line
Gwynne Whitley, Executive Vice President & Director, Corporate Customer Service Excellence, WACHOVIA
| Utilizing Coaching and Technology-Driven Measurement and Feedback to Drive Success in Your Contact Center
Thomas Hammond, Vice President, Customer Experience Management, THE HARTFORD
| Double Your Customer Satisfaction in 6 Months or Less
Daniel Sachs, Vice President of Operations and Creator of QSD (Quality of Service Delivery), PARTSEARCH TECHNOLOGIES
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Elevating the Game, Creating a Nike Experience
Jason Clement, Director, Nike Consumer Services, NIKE
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How Multi-Unit Companies Use Performance Dashboards to Measure & Improve the Customer Experience
Jack Mackey, Vice President, SERVICE MANAGEMENT GROUP
| Empowering & Motivating Your Call Center Team
Debbie Cote, Director, Retirement Services Call Center, MASSMUTUAL
Kate Quinlan, Director, Disability Income Service Center, MASSMUTUAL
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Making 1to1 Marketing a Reality
Ginger Conlon, Editor-in-Chief, 1TO1 MAGAZINE
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| 12:00 | Lunch |
| 1:15 |
KEYNOTE
Delivering a Groundbreaking Customer Experience to Spark Business Growth
Lyn Heward, Former President, Creative Content, Cirque du Soleil; Author of "The Spark: Igniting the Creative Fire That Lives Within Us All"
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| 3:00 |
Networking Break in the Exhibit Hall
Book Signing with Lyn Heward & James R. Lucas
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| 3:30 |
CONCLUDING KEYNOTE
Making the Leap: Getting Past Any Obstacle that Stands in Your Way
James Mapes, Performance Coach for the Mind & Author of "Quantum Leap Thinking: An Owners Guide to the Mind"
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| 4:45 |
Book Signing with James Mapes
Conclusion of the Conference
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Wednesday, November 15, 2006: THE WORKSHOPS
End your conference experience with an in-depth, hands-on workshop.
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WORKSHOP B5
8:00 a.m. – 11:30 a.m.
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WORKSHOP B6
8:00 a.m. – 11:30 a.m.
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WORKSHOP B7
8:00 a.m. – 11:30 a.m.
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Define, Measure & Predict Customer Churn: A How To Session
Gerald Hughes, Vice President, Media & Marketing Practice, INFORTE CORPORATION
Chris Cahill, Senior Consultant, INFORTE CORPORATION
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The 5 W's of World-Class Customer Service
Rosanne D'Ausilio, Ph.D., "Champion for the Human", Consultant, Master Trainer, Best-Selling Author; President, HUMAN TECHNOLOGIES GLOBAL, INC.
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Passion Trumps Engagement: The Next Level in the Customer's Experience
James R. Lucas, CEO, LUMAN CONSULTANTS INTERNATIONAL, INC.
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