Topics to be Addressed March 24 – March 25, 2010

This conference will provide a comprehensive overview of the Customer Experience by connecting each element from CEO to frontline customer contact. The nation’s leading practitioners in B to B, B to C and Not–for–profit will provide cutting edge insights into areas including: engaging executive leadership, technology platforms, aligning corporate culture to the customer…and more. Participants will be executives involved with the customer from CEO, to call center staff. We welcome teams of 3–4 participants from an organization to learn how they can work as one to enhance the customer experience.

Agenda at a Glance

Wednesday, March 24, 2010

Registration and Continental Breakfast 7:45–8:30 am

Welcome and Introductions 8:30–8:45 am
Robert Reiss, Conference Program Director and Chairman, The Conference Board

A 8:45–9:30 am	Keynote: A Case Study in the Customer Experience: Starbucks Howard Behar, Former President, Starbucks International and Starbucks North America, Co–Author, It’s Not About The Coffee
B 9:30–10:15 am	Keynote: The Employee’s Role in Delivering Customer Experience David Hitz, Founder, NetApp (Fortune Magazine’s # 1 Best Company to Work for in America, 2009)
C 10:45–11:45 am	Best Practices in Customer Experience Management: Industry Focus — Healthcare Dr. Bridget Duffy, Chief Experience Officer, The Cleveland Clinic (America’s first healthcare Chief Experience Officer) Patrick Charmel, Chief Executive Officer, Griffin Health Services Corp. (Parent of Planetree, the customer experience model used in 140 hospitals internationally) Paul Spiegelman, Founder and Chief Executive Officers, Beryl, Founder, The Beryl Institute Dudley Abbe, Vice President, Sodexo
D 11:45 am–12:15 pm	Creating a Magical Customer Experience Andy Cohen, Author, Follow The Other Hand
12:15–1:15 pm	Luncheon
E 1:15–2:15 pm	Driving the Customer Experience on the Internet Moderators Dennis Troyanos and Norman Sherman, Co–founders, The Troyanos Group/Game Changers Presenter Louis R. Ramery, Senior Vice President, Relationship Marketing, Sears Holding Company
F 2:15–3:30 pm	Buidling the Exceptional Customer Experience: Selected Case Studies Moderator Michael Stallard, Author, Fired Up of Burned Out Panelists Gloria Roberts, Staff Vice President of Service Experience Leadership, FedEx Dave Kaytes, Chief Executive Officer, Novantas Vince Burks, Senior Vice President, Amica Walt Freese, Chief Executive Officer, Ben & Jerry’s
G 3:45–4:30 pm	Brand and Experience: The Role of the CEO Dr. Jannie Hofmeyr, Director, Synovate BrandLab
H 4:30–5:30 pm	The Disney Way
5:30–6:45 pm	Networking Reception

Thursday, March 25, 2010

Continental Breakfast 7:45–8:45 am

I 8:45–9:30 am	Galvanizing a Diverse Team Around the Customer Kathy Cloninger, Chief Executive Officer, The Girl Scouts of The USA
J 9:30–10:45 am	Building the Customer Experience Culture Moderator Michael Kempner, Founder and Chief Executive Officer, MWW Group Panelists Theo Killion, President, Zale Corporation Ed Reilly, Chief Executive Officer, American Management Association (AMA) Stan Hart, Chairman and President, Ritter & Associates, Inc.
K 11:15 am–12 noon	Keynote: The 4 I’s to Driving Success Throughout your Organization Michael Chen, Chief Executive Officer, GE Media Finance
L 12 noon–12:25 pm	Fireside Chat: The Formula for Dramatic Growth in a Tough Economy Interview conducted by Robert Reiss, Host, The CEO Show Ira Neimark, 17 year former Chief Executive Officer, Bergdorf Goodman, Author, Crossing 5th Avenue to Bergdorf Goodman
12:25–12:30	Closing Remarks Robert Reiss, Conference Program Director and Chairman, The Conference Board

Customer Experience Management Conference Building the Customer Connection
March 24 – March 25, 2010 InterContinental The Barclay New York, NY
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