Agenda at Glance
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| Mastering The Service Innovation Process: How Do You Put It Into Action? | |||
| 8:15 | Registration | ||
| 9:00 | Welcome From the Symposium Chairperson | ||
| 9:15 | From Ideas to Actions: Building And Proving The Case For VoC In Your Organization George Taylor, Vice President Customer Excellence, CARDINAL HEALTH | ||
| 10:00 | Networking Break | ||
| 10:30 | Customer-Based Innovation at Life Technologies: Institutionalizing Voc Best Practices throughout the Portfolio To Garner a Greater Roi Liz Newton, Program Manager: Voice of the Customer, Molecular Biology Systems Division, LIFE TECHNOLOGIES | ||
| 11:15 | Interactive Session: How Whirlpool Uses the House Of Quality Process To Stay True To Voc During Product Development, And To Keep The VoC Information Alive Between Projects Cindy Kerr, HOQ Process Lead, WHIRLPOOL CORP. | ||
| 12:00 | Lunch | ||
| 1:30 | Building a Customer Focused Culture Maura A. Sullivan, Customer Loyalty Manager, ZAPPOS.COM | ||
| 2:15 | The Truth Hurts. Consumer Driven Changes In Strategy Or Culture David VerNooy, Vice President RDE, SCHICK WILKINSON SWORD Mike O’Malley, Director Program Office, SCHICK WILKINSON SWORD | ||
| 3:30 | Go Daddy: Helping Millions to The Online World through The Feedback Of Various Media Miguel A. Lopez, VP, Customer Care Center, GODADDY.COM | ||
| 4:15 | Interactive Activity: The 8 Most Common (And Deadly) Innovation Traps Gerry Katz, Executive Vice President, APPLIED MARKETING SCIENCE, INC. | ||
| 4:45 | Conclusion of the Symposium | ||
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| 7:30 | Registration | ||
| 8:15 | Opening Remarks From the Conference Chairwoman Liz Mountjoy, Manager, PRTM | ||
| 8:30 | Keynote: Curiously Curious: Ideas, Innovation and the Customer Connection Ken Carbone, Co-founder & Chief Creative Director,CARBONE SMOLAN AGENCY; Author of “The Virtuoso: Face to Face with 40 Extraordinary Talents” | ||
| 9:15 | Keynote: The Customer, the Brand And The In-Store Experience James Damian, SVP, Experience Development Group, BEST BUY CO., INC. | ||
| 10:00 | Networking Break | ||
| 10:30 | Blogs, Forums and Surveys: Make the Most Of Your Customer Feedback To Drive Loyalty Bryan Jeppsen, Senior Analyst Customer Feedback, JETBLUE AIRWAYS | ||
| 11:15 | Living the Voice of The Customer In Your Organization Michaelle Van Linden, Director Customer Insights, FOLLETT CORPORATION | ||
| 12:00 | Lunch | ||
| 1:30 | Voice of The Customer For The Most Demanding Market Imaginable: The Elderly Gerry Katz, Executive Vice President, APPLIED MARKETING SCIENCE, INC. | ||
| 2:15 | B2B Perspective: Finding Unmet Needs Jim Marks, Director, Market Research, LODGENET INTERACTIVE CORPORATION | ||
| 3:00 | Networking Break | ||
| 3:30 | EXTENDED SESSION: Voice of The Customer: Transforming Data Into Valuable Information That Can Enhance Your Organization And The Bottom Line Sharon Bailey, Vice President of Customer Service and Voice of the Customer, HOME SHOPPING NETWORK | ||
| 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 | ||
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| 8:45 | First Day Flashback Liz Mountjoy, Manager, PRTM | ||
| 9:00 | Keynote: Do You Really Know Your Customers? A Scorecard and Benchmarks For Determining How Deeply You Understand Your Customers. Jeremy Alexis, Assistant Dean / Professor, INSTITUTE OF DESIGN | ||
| 9:45 | B2B Perspective: Guerrilla Voc Tactics: Low-Cost Methods For Customer Insight Brad Barbera, Director of New Product Development, FELLOWES, INC. | ||
| 10:30 | Networking Break | ||
| 11:00 | Being Insight Agnostic: Striking The Right Balance Of Left Brain And Right Brain Voc Techniques Throughout The Innovation Process Mike Maddock, Founding Partner, MADDOCK DOUGLAS Javier Flaim, Executive Vice President of Innovation, Partner, MADDOCK DOUGLAS | ||
| 11:45 | Front End Marketing For Innovators | ||
| 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 |
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| 2:15 | Handling Innovation Objections Odom Wu, Director of Strategic Initiatives, FARMERS INSURANCE | ||
| 3:00 | Conclusion of Voice of | ||
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