Agenda Day Two

Thursday, April 3, 2008

7:45
Morning Coffee

8:00
CONFERENCE RECAP & DEBRIEF BY CHAIRWOMAN

Discuss & Review Service Artifacts Collected Winners will be announced and prized will be awards.

8:30 TWO PART PRESENTATION & AUDIENCE INTERACTIVE SESSION
MAKING INNOVATION PART OF THE WAY YOU WORK: GE’S INNOVATION JOURNEY

Rich Rischling, Program Manager, Innovation, ("Crotonville"), GE

10:00
Networking Break in the Exhibit Hall

10:45
A LEADERSHIP FRAMEWORK FOR MOVING FROM THE FUNNEL TO THE CLOUD

Melissa George, Program Director, CONSORTIUM FOR SERVICE INNOVATION

11:30 ACADEMIC PERSPECTIVE
EXPLORING THE BOUNDARIES OF SERVICE DESIGN – PROCESS AND METHODS FOR GETTING TO THE HEART OF THE SERVICE EXPERIENCE

Shelley Evenson, Associate Professor & Director of Graduate Studies, CARNEGIE MELLON UNIVERSITY

Luncheon

1:15
Dessert & Coffee in the Exhibit Hall

1:45
BUILDING A CUSTOMER-FIRST CULTURE: EMPOWERMENT & INNOVATION FOR SERVICE EXCELLENCE

Kelly Hanick, Senior Vice President, Customer Service, JPMORGAN CHASE

2:30
If you have a hot topic or great case study to share, please contact Susan Cook at scook@iirusa.com to inquire about speaking in this session.

3:15
SERVICE SCIENCE, MANAGEMENT, ENGINEERING, AND DESIGN (SSMED): A NEXT FRONTIER IN
EDUCATION, INNOVATION AND ECONOMIC GROWTH

Dr. Jim Spohrer, Director, IBM ALMADEN SERVICES RESEARCH

4:15
End of Conference.  Safe Travels Home.