Agenda At A Glance

Untitled Document
MONDAY, JUNE 22, 2009 PRE-CONFERENCE SYMPOSIUM
Mastering The Service Innovation Process: How Do You Put It Into Action?
8:15 Registration
8:45 Harnessing Collective Wisdom Through A Prediction Market
Tim Ogilvie, CEO, PEER INSIGHT
9:15 Your Products Are Services Too: Designing For The Whole Value Chain
Jennifer Lee, Director of Marketing, DANZE, InC.
Beebe Nelson, Director, IAPD
10:00 Networking Break
10:30 Interactive Session: The Art Of Service Artifacts
Melody Roberts, Director, Customer Experience Design, MCDONALD’S CORPORATION
11:15 Systematic Innovation
Kevin Ryan, Manager, Strategy and Innovation, GENERAL MILLS
12:00 Lunch
1:30 The Role Of Service Design In Strengthening Customer And Provider Relationships
Susan Spraragen, User Experience Researcher, IBM TJ WATSON RESEARCH CENTER
2:15 Innovating A New Service Compact For Health Care In America
Michael Eckersley, PhD, Professor, UNIVERSITY OF KANSAS SCHOOL OF DESIGN
3:30 Innovating In The White Space: How AARP Is Exploring The Need For People To Save Money Earlier In Life
Diane Ty, SVP, Strategic Market Development, AARP
4:15 Prediction Model Results
Tim Ogilvie, CEO, PEER INSIGHT
4:45 Conclusion of the Symposium

TUESDAY, JUNE 23, 2009 MAIN CONFERENCE DAY ONE
7:30 Registration
8:15 Opening Remarks From The Conference Chairwoman
Jeneanne Rae, Co-Founder & President, PEER INSIGHT
8:30 Keynote: Industrialization Of Services
Anatole Gershman, Distinguished Career Professor, CARNEGIE MELLON UNIVERSITY
9:15 Keynote: Predictable And Sustainable Organic Growth Through Service Innovation
Dr. Phil Samuel, Author, The Innovator’s Toolkit: 50+ Techniques for Predictable and Sustainable Organic Growth
10:00 Networking Break
10:30 Right Brain/Left Brain Service Innovation
Mike Maddock, Founding Partner, MADDOCK DOUGLAS
Javier Flaim, Executive Vice President of Innovation, Partner, MADDOCK DOUGLAS
11:15 Setting Up For Successful Pipeline Management
Bob Pankauskas, Director, Consumer Insights, ALLSTATE INSURANCE
12:00 Lunch
1:30 Using Online Testing to Understand Customer Pain Points and Improve User Experience
David Rogers, Former Senior Web Analytics Researcher, PAYPAL
2:15 Interactive Session
3:00 Networking Break
3:30 Extended Interactive Session: Meaningful Measurements Of Organizational Service Innovation: What Makes Sense To Measure
Katherine Thomas, Director of Innovation and Senior Partner, FLEISHMAN-HILLARD, INC.
4:30

Featured Panel: VoC to Drive Service Innovation
Moderator: Liz Mountjoy, Manager, PRTM Russ Costentino, Business Development Director, CLARABRIDGE Miguel Lopez, VP, Customer Care Center, GODADDY.COM James Damian, SVP, Experience Development Group, BEST BUY Michael Eckersley, PhD, Professor, UNIVERSITY OF KANSAS SCHOOL OF DESIGN
5:15 End of Day One

WEDNESDAY, JUNE 24, 2009 MAIN CONFERENCE DAY TWO
8:45 First Day Rewind
Jeneanne Rae, Co-Founder & President, PEER INSIGHT
9:00 Service Innovation In A Product-Focused Firm
Nancy Schmelkin, Director, Corporate R&D Innovation, BAXTER HEALTHCARE
9:45 Interactive Keynote: Driving Disruptive Consumer Driven Innovation In A Sleeping Giant
Fenorris Pearson, Former Vice President Global Consumer Innovation, DELL, INC
10:30 Networking Break
11:00

Evolutionary Service Design at eBay
Eric Billingsley, Technical Fellow, EBAY INC.
11:45 Using a Proactive Customer Self-Service Portal to Facilitate and Inspire Coorperative Efforts
Jason Ciment, CEO, MAGMALL.COM
12:30 Lunch
1:30 Unlocking the Voice of the Customer to Innovate through Emerging Media
Erik Hauser, Founder and Executive Creative Director, Swivel Media, Founder, Experiential Marketing Forum
2:15 Handling Innovation Objections
Odom Wu, Director of Strategic Initiatives, FARMERS INSURANCE
3:00 Conclusion of Service Innovation Design & Development