Conference Documentation
Customers 1st Online Documentation
Download the Customers 1st Onsite Showguide.
| Monday, November 17, 2008 | |
| Loyalty for Life Summit | |
| 11:15 am | Investing in Community and NPS to Drive Customer Loyalty Kip Knight Vice President of Marketing Formerly with eBay |
| 1:50 pm | Engage So They Act: Building Customer Advocacy Networks in a Large Organization George Taylor VP, Customer Excellence Cardinal Health |
| 2:40 pm | The Convergence of CRM and Loyalty Marketing Laura Flores Director-Customer Relationship Marketing Allergan Medical |
| 3:30 pm | Sustaining Customer Satisfaction and Loyalty Joy Whinham Vice President, Online Customer Experience Customer Advocacy Leader Wachovia Corporation |
| Contact Center 360° Summit | |
| 10:25 am | When the Best Service is No Service Bill Price President & Founder Driva Solutions, LLC |
| 1:00 pm | Empowering Agents to Use Tacit Knowledge and Exceed Customer Expectations Dr. Susan Reisinger Operations Manager US Navy Center |
| Gregor McLeod Program Manager US Navy Global Distance Support Center | |
| 1:50 pm | Speech Analytics – Enhancing the Customer Experience and Overall Quality Erika Van Noort Director, Contact Care Centre Best Practices and Consulting Bell Canada |
| 2:40 pm | How Bluefly Improved Service Performance by Going Virtual Leslie Nelson Director of Customer Service Bluefly.com |
| Tuesday, November 18, 2008 | |
| 8:00 am | Official Conference Welcome JoAnna Brandi CEO & Publisher Customer Care Coach |
| 8:15 am | Relationships for Revenue Growth Keith Ferrazzi Chief Executive Officer, Ferrazzi Greenlight, Inc. Author, Never Eat Alone: And Other Secrets to Success, One Relationship at a Time |
| Track One: People Equity | |
| 2:55 pm | Climb that sandwich: effective leadership roles in today’s corporate culture Trace G. Belcher Talent Manager Jewelry Television® PRESENTATION: 1 | 2 |
| Track Two: Customer Experience Magic | |
| 2:55 pm | Best practices in putting the voice of the customer to work D. Randall Brandt, PhD Vice President, Customer Experience & Loyalty Maritz |
| 4:10 pm | From concept to reality: developing a world-class customer experience Jason Grier Vice President, Consumer Support McAfee, Inc. |
| Track Three: Front Line Faces | |
| 4:10 pm | Using Six Sigma to Harness the Potential of Your Management Team Bob Weis Vice President, Customer Service Samsung Electronics PRESENTAION: 1 | 2 |
| 5:05 pm | IT Service catalog: Opening new customer channels while driving service improvements Fred Broce Programme Manager, Request IT GlaxoSmithKline |
| Track Four: Numbers Talk | |
| 2:00 pm | The three stages of grumbling: How to anticipate and manage internal resistance to VOC programs Peter Gurney Director Institute of Service Innovation |
| 2:55 pm | Linking People Equity & Customer Service Measures to Drive Business Outcomes in a Changing Organization Robert Davis Manager, Operations Systems Jack in the Box Inc. |
| 4:10 pm | Collecting & Managing Feedback in a 2.0 World Jane Hendricks Product Marketer SPSS Inc. |
| Wednesday, November 19, 2008 | |
| Track One: People Equity | |
| 10:00 am | Getting Your Team to Care: Mobilizing Your Internal Workforce Claire Howells Vice President, Employee Engagement & Communication Zions Bancorporation |
| 10:55 am | Building Relationships: Connecting with Customer through Frontline Employees Diane Yarosis National Director of Client Services Quest Diagnosis |
| 11:50 am | Perfecting the art of communication to build a total customer enterprise Donna P. Reed Director, Compliance & Communications American National Insurance Company |
| Track Two: Customer Experience Magic | |
| 11:50 am | Maximize your Relationship with Your Customers. Customizing for Different Generations. Kim Noltemy Director of Sales, Marketing & Communications Boston Symphony Orchestra, Boston Pops and Tanglewood |
| Track Three: Front Line Faces | |
| 10:55 am | Being customer-centric is not cheap; are you ready to put your money where your mouth is? Michel Cubric Director of Post-Funding & Call Center Operations FirstLine Mortgages, a division of the Canadian Imperial Bank of Commerce (CIBC) |
| 11:50 am | Plan A - Improving member inquiry accuracy Patty Dillane Director, Member Service Delivery Blue Cross Blue Shield of Massachusetts |
| Shannon O’Toole Senior Manager, Training & Communications Blue Cross Blue Shield of Massachusetts | |
| Track Four: Numbers Talk | |
| 11:40 am | Using the International Service Excellence Awards™ for Recognition and to Benchmark your organization against the world’s best Christine Churchill Executive Director The Customer Service Institute of America |
| Brett Whitford (Australia) Secretary-General International Council of Customer Service Organizations | |
| General Session | |
| 1:50 pm | Creating a Science of Service Stephen W. Brown, PhD Carson Chair, Professor and Executive Director, Center for Services Leadership, W.P. Carey School of Business Arizona State University Business School Press |
| 2:35 pm | Turning Great Ideas into Great Results: Cracking the Code on Getting Stuff Done Mark Morgan Chief Executive Advisor, StratEx Advisors & Lead Author, "Executing Your Strategy" |