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 by 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 Officer, Beryl, Founder, The Beryl Institute
Dudley Abbe, Vice President, Sodexo |
D 11:45 am–12:30 pm |
Shaping the Customer’s Experience:
How Humans Drive Sales in a Ferocious Economy
Hilary McClain, Executive Consultant, AchieveGlobal (Former Vice President of Talent for MGM Mirage)
Jeff Becker, Executive Consultant, AchieveGlobal (Former Director of Education, Limited Brands) |
12:30–1:15 pm |
Luncheon |
E 1:15–2 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
Bob Pearson, Chief Technology and Media Officer, WeissComm Group
Chris Kuenne, Chairman & Chief Executive Officer, Rosetta |
F 2–3:45 pm |
Buidling the Exceptional Customer Experience: Selected Case Studies
Moderator
Michael Stallard, Author, Fired Up or 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 7:30–8:30 am
I 8:30–9:15 am |
Galvanizing a Diverse Team Around the Customer
Kathy Cloninger, Chief Executive Officer, The Girl Scouts of The USA |
J 9:15–10:30 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 11–11:45 am |
Keynote: The 4 I’s to Driving Success Throughout your Organization
Michael Chen, Chief Executive Officer, GE Media Finance |
L 11:45 am–12:15 pm |
The Formula for Dramatic Growth in a Tough Economy
Interview conducted by
Robert Reiss, Host, The CEO Show, and Conference Program Director, The Conference Board
Ira Neimark, 17 year former Chief Executive Officer, Bergdorf Goodman, Author, Crossing 5th Avenue to Bergdorf Goodman |
M 12:15–12:45 pm |
Creating a Magical Customer Experience
Andy Cohen, Author, Follow the Other Hand |
Closing Remarks 12:45 pm
Robert Reiss, Conference Program Director and Chairman, The Conference Board
Conferences
Speaking / Sponsoring
