Agenda at a Glance

8:30-9:00

Registration & Morning Coffee

9:00-12:30

Measuring Your Voice of the Customer Results – Apply Customer Value to Drive Your Bottom Line Results

Sheila Mello, Principal Consultant, Product Development Consulting, Inc.
Read Her Bio

Richard H. Tait, PhD, Principal, Product Development Consulting, Inc.
Read His Bio

9:00-4:00

Seeing & Believing: Getting the Most from Your Ethnographic Experiences

Ruth Sando, Ph.D, Cultural Anthropologist, Barbara Pery Associates
Read Her Bio

12:30-1:30

Luncheon for AM workshop participants

1:30-5:00

Choices, Choices, So Many Choices! – Which VOC Methods Work Best, and When?

Gerry Katz, Executive Vice President, Applied Marketing Science, Inc.
Read His Bio

8:00-8:40

Registration & Morning Coffee

8:40-9:00

Chairman’s Opening Remarks

Gerry Katz, Executive Vice President, Applied Marketing Science, Inc.

9:00-10:00

Keynote: Voice-of-Customer Methods – Are They The Best Sources of New Product Ideas?

Dr. Robert G. Cooper, President, Product Development Institute & Professor Emeritus, McMaster University, Ontario Canada
Read His Bio

10:00-11:00

Featured Session: Trying to Hear the Voice of the Customer in a Mature Industry

Chris Giles, VP, Global Product Development, Pitney Bowes
Read His Bio

11:00-11:30

Networking Break

11:30-12:30

Panel Discussion: When VoC Goes Bad

Liz Mountjoy, PRTM

Gerry Katz, Executive Vice President, Applied Marketing Science

Donald Ross, Innovare

Sheila Mello, Product Development Consulting, Inc.

12:30-1:30

Luncheon

Track One
Tools, Techniques & Processes for VoC

Track Two
Trends and Advancements in VoC

1:30-2:15

Listening to the Voice of the Customer inSubsistence Marketplaces or the Base of the Pyramid

Madhu Viswanathan, Associate Professor, Department of Business Administration, University of Illinois

1:30-2:15

Creating Great Consumer Experiences in Health Care

Donald Ross, PhD, MBA, President, Innovare

Nick Kompare, Director, Strategic Marketing and Innovation, Excellus Blue Cross Blue Shield

2:15-3:00

Integrating Collaborative Innovation and Voice of Customer Techniques Into The Product Development Process at Navistar

Nancy Scherden, Research Manager, Navistar

Richard Leslie, President, Trend Influence

2:15-3:00

Evidence Based Product Design at Herman Miller – the Nala Patient Chair

Doug Bazuin, Researcher, New Product Development, Herman Miller, Inc.

3:00-3:30

Networking Break

3:00-3:30

Networking Break

3:30-4:15

Introducing New Customer Solutions Through VoC—A B2B Case Study

Eric van Gemeren, Vice President, FCD Research & Development, Flowserve

3:30-4:15

Leveraging VoC Approaches to Prepare and Respond to Health Disasters

L. Alan Love, Director, Infectious Disease Imaging, Philips Healthcare

4:15-5:00

Deploying VOC Throughout the Organization to Achieve Cultural Change

Rusty Glaser, Executive Director – Commercial Excellence, IDEX Corporation

4:15-5:00

VoC on a Shoestring Budget

Robert Fox, Director Quality Assurance, Member Communications, AARP

5:00-6:00

Annual Cocktail Party Co-Sponsored by

and

Relax after a full day of learning…Enjoy cocktails and conversations with your peers!

8:00-8:45

Morning Coffee

8:45-9:00

Opening Remarks by the Conference Chair

9:00-10:00

Keynote: Unlocking the Voice of the Customer Through Emerging Media

Erik Hauser, Founder and Executive Creative Director, Swivel Media, Founder, Experiential Marketing Forum
Read His Bio

10:00-11:00

Featured Session: Why Hire a Milkshake? Fueling innovation by focusing on the customer’s “job to be done”

David Duncan, Ph.D, Partner, Innosight
Read His Bio

11:00-11:30

Networking Break

11:30-12:30

Featured Session: Turning Customer Complaints into a New Product

Graham Milner, Executive Vice President, Global Innovation, WD-40 Company

12:30-1:30

Lunch

Track One
Tools, Techniques, & Processes for VoC

Track Two
Trends & Advancements

1:30-2:15

Hot Topic Session

To allow for timely, up to the minute case studies, we’ve reserved this timeslot for presentations that add value, are forward thinking, and cover the issues most relevant to our audience at the time of the event. If you are interested, please contact Susan Cook, Senior Business Development Manager at scook@iirusa.com

1:30-2:15

VoC Case Study in a Technology-Driven Culture

Linda Trevenen, Director of Marketing Excellence Programs, Philips Respironics

2:15-3:00

Out-Sourcing to In-Sourcing: Faster, Better, Cheaper

Wendy Kheel, Director, Strategic Insights, Universal Studios Hollywood

2:15-3:00

Social Media & VOC: Your Customers Are Talking – Are You Listening?

Bill Tuohig, Senior Director of Product Management, J.D. Power & Associates

3:00-3:30

Networking Break

3:00-3:30

Networking Break

3:30-4:15

Understanding the Customer: It’s a Breeze!

Cheryl Richards, Global Market Development Manager - Wind Energy, PPG Industries

3:30-4:15

How O.P.I Builds Actionable Insight with an Innovative Network of Target Consumers

Aliza Freud, CEO, Shespeaks.com