Topics to be Addressed February 26 – February 27, 2009

Click on the “Optional Events” tab to learn more about our Pre–Conference Workshops.

At The Conference Board 2009 Customer Experience Management Conference, we will explore not only what broad elements lead to a well articulated customer strategy that enhances customer loyalty, but also the specifics of that strategy to help participants create a strategy that can be implemented. This conference is for companies who are on the brink of discovering the potential for their own customer experience strategy as well as those companies who want to refine strategies and take advantage of the new knowledge available in the field.

Agenda highlights include:

Crafting Extraordinary Customer Service Magic
Christopher J. Zane, President, Zane's Cycles

Case Study: Yahoo!
Nick Besbeas, Senior Vice President, Marketing, Yahoo!

All Starts with the Brand
Douglas Brooks, Senior Vice President, Branding & Communications, Marketing Management Analytics

Case Study: USAA
Bret Gallaway, Vice President, USAA

Case Study: Hewlett Packard
Cynthia Hester, Director of Marketing, Hewlett Packard

Customer Experience Management in the Diversified Technology Company: A Case Study of 3M
Dean Adams, Director, Corporate Brand Management, 3M Company

Customer Exerience Networks: Creating Great Experiences for a Web 2.0 World
David Rogers, Executive Director, Center on Global Brand Leadership, Columbia Business School

Case Study: Avis
Scott Deaver, Executive Vice President, Avis Budget Group

Charting Customer Perceptions of Brand Experience—Keeping our Finger on an Intangible Pulse
Catherine Ostheimer, Director, Brand Management, Ingersoll Rand

Transitioning to a Customer Centric Organization:
Giving Customers a Seat at the Strategic Decision Making Table
Megan Crowley, Director, Market Research, Norwegian Cruise Line

Case Study: Waste Management, Inc.
John Weissert, Director of Customer Engagement, Waste Management, Inc.

Aligning Key Internal Stakeholders to Deliver the Brand Promise to Customers
David Wozniak, Assistant Vice President Head of Advertising & Brand Development, Lincoln Financial Group

Customer Experience Engineering: a Scientific Approach to Customer Communication
Paul Lundy, Managing Director, Document Outsourcing and Communication Services, Xerox Global Services, Xerox Corporation

Wrap Up and Discussion
Larry Crosby, Chief Loyalty Architect, Customer Experience, Synovate

Click on the “Download the full agenda” icon for full conference details. We look forward to seeing you in New York or Chicago!