Agenda Day One

Wednesday, April 2, 2008

7:00
Registration & Morning Coffee

8:00 KEYNOTE
Welcome & Opening Presentation from the Conference Chairwoman.
DESIGNING YOUR BUSINESS MODEL FOR REVENUE AND PROFIT GROWTH

Jeneanne Rae, Co-Founder and President, PEER INSIGHT

8:45 INTERACTIVE SESSION
SPEED NETWORKING EXERCISE. MEET & GREET FELLOW ATTENDEES.

9:05 KEYNOTE
CREATING A PHENOMENAL BUSINESS THROUGH A COMPELLING SERVICE VALUE PROPOSITION.

Ric Carey, Executive Vice President, UMPQUA BANK

10:00
Networking Break in the Exhibit Hall

10:30 KEYNOTE
DEVELOPING A CUSTOMER - CENTRIC APPROACH THAT DELIVERS A LOYALTY - GENERATING
CUSTOMER EXPERIENCE

Joe Pinto, Senior Vice President,Technical Services, CISCO SYSTEMS, INC.

11:15
CHANGE: A NEVER ENDING QUEST TO BE BETTER

Chris McCarthy, Director, Innovation Learning Network, KAISER PERMANENTE

12:00
Networking Luncheon

Customer Experience for B2C
Customer Experience for B2B
1:30-2:15
THE UNIQUENESS OF SERVICE INNOVATION PROCESS – STRIKING THE PERFECT BALANCE BETWEEN LEFT BRAIN AND RIGHT BRAIN TECHNIQUES
1:30-2:15
GETTING THROUGH A STRATEGIC SOLUTIONS SHIFT: MOVING FROM PRODUCT FOCUSED TO SERVICE FOCUSED. A DOW CORNING CASE STUDY

Peter Hand, formerly with Dow Corning, Senior Portfolio Management Consultant,Value Management Practice, FUJITSU CONSULTING
Javier Flaim, EVP of Innovation, Partner, 321LAUNCH!
2:20-3:05
TRANSLATING EMOTION: LESSONS FROM THE SPARC INNOVATION PROGRAM AT MAYO CLINIC

Matt Maleska, Designer/Researcher, MAYO CLINIC

3:05-3:35
Networking Break in the Exhibit Hall

2:20-3:05
APPLYING A MULTI-PRONGED PROGRAM TO ACHIEVE REPEATABLE RESULTS FROM YOUR SERVICE INNOVATION EFFORTS

Steve Josey, Senior New Product Portfolio Manager, CROWE CHIZEK

3:35-4:20
PUTTING INNOVATION IN THE BOX: DRIVING TRANSFORMATION AT RETAIL

Bob Thacker, Senior Vice President of Marketing, OFFICEMAX .

4:20-5:05
HOW TO USE INNOVATION TO DRIVE IMPROVEMENTS IN PERSONAL AND TEAM PRODUCTIVITY

Fred Grafton, Manager of Innovation for the Future, CATERPILLAR, INC