This page will be used to provide paid delegates of the conference with access to any presentations that were not included in the conference documentation. Only paid conference delegates have permission to access IIR online documentation.

While these presentations were not available to be included in your conference documentation, IIR is pleased to make them available to all conference delegates through this web site.

You will need the freely available Adobe Acrobat Reader, which is available by clicking here. 

---

Developing a customer - Centric approach that delivers a loyalty - Generating customer experience
Joe Pinto, Senior Vice President, Technical Services, CISCO SYSTEMS, INC.

Service Innovation vs. Product Innovation - What's the difference?
Richard C. Notargiacomo, formerly the Director Integrated Product & Delivery, EASTMAN KODAK COMPANY

Applying a multi-pronged program to achieve repeatable results from your service innovation efforts
Steve Josey, Senior New Product Portfolio Manager, CROWE CHIZEK

Concluding keynote: service science, management, engineering, and design (ssmed): A next frontier in education, innovation and economic growth
Dr. Jim Spohrer, Director, IBM ALMADEN SERVICES RESEARCH

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