22 - 23 March, 2012

#tcbcel

Who should attend

If you are exploring how to elevate your organization’s customer experience, you should attend this important conference. Hear from best-practice leaders how to develop and implement new strategies to drive your business forward.

Wednesday, March 21, 2012

Pre-Conference Workshop

Thursday, March 22, 2012

REGISTRATION AND CONTINENTAL BREAKFAST 7:45–8:30 AM

WELCOME AND INTRODUCTIONS 8:30–8:45 AM
Robert Reiss, Conference Chairman, The Conference Board

A 8:45–9:30 AM

Starbucks Case Study

Howard Behar, President (ret), Starbucks International

B 9:30–10:15 AM 

Story Sharing: The Way to the Heart

Rod Thorn, Director of Communications, Pepsico

NETWORKING REFRESHMENT BREAK 10:15–10:30 AM

C 10:30–11:15 AM

Customer Loyalty Measurement is Broken—Let’s Fix It!

Tim Keiningham, Ph.D., Global Chief Strategy Officer, Executive Vice President, Ipsos Loyalty

D 11:15 AM–NOON

Embrace Data to Transform the Guest Experience

Jeffrey Boorjian, Vice President of Marketing, Caesars Entertainment

E 12:15–1 PM

Today's Trends in Customer Experience Design

Paul D'Alessandro, Principal, U.S. Customer Impact Leader, PwC

LUNCHEON 1–2 PM

F 2–2:45 PM

Reinventing the Healthcare Experience

Lynne Adame, Senior Director Communications, Sodexo Healthcare

NETWORKING REFRESHMENT BREAK 2:45–3 PM

G 3–4 PM

Panel: Understanding the Customer of the Future

Moderator
John Carroll III, Global Head of Clients, Ipsos Loyalty
Panelist
Dan Berta, President, Fairfield County Bank
Chris Artinian, Recent Chief Executive Officer, Morton's Restaurant Group, Inc.
Jeff Keltner, Head of Sales and Business Development, ChromeOS, Google Enterprise, Google

H 4–5 PM

Leading Customer Experience Innovation at AT&T

Greg Dardis, Assistant Vice President Executive Education, AT&T University
Joe Wheeler, Executive Director, The Service Profit Chain Institute

I 5–5:30 PM

Bringing it All Home for Your Business—Summary of Best Practices Discussed

So, how can you take what you’ve learned here today to grow your effectiveness at capturing the heart of tomorrow's customer? We'll close the day with a brief panel discussion about insights you've heard today as well as new insights. The speakers will discuss some of the tactical steps you can take right away to begin getting the results you seek.

Facilitator
Paul D'Alessandro, Principal, U.S. Customer Impact Leader, PwC
Panelists
Ephraim Cohen, Executive Vice President, Global Director of Technology, Digital Content and Community, MWW Group
Lynne Adame, Senior Director Communications, Sodexo Healthcare

NETWORKING COCKTAIL RECEPTION 5:30–6:30 PM

Friday, March 23, 2012

CONTINENTAL BREAKFAST 7:45–8:45 AM

OPENING REMARKS 8:45–9 AM

I 9–10 AM

Fireside Chat: A CEO Perspective on Transforming Business by Connecting with Customers 

Joe Taylor, Chief Executive Officer and Chairman, Panasonic Corporation of North America 
Jim McCann, Founder and Chief Executive Officer, 1-800-flowers.com 

NETWORKING REFRESHMENT BREAK 10–10:15 AM

J 10:15–11 AM

Understanding the Customer of 2015…a Preview of the Future

Matt Preschern, Vice President, North America Demand Programs, IBM Corporation

K 11–11:45 AM

Ten Lessons from Customer Experience Transformations

Lior Arussy, Chief Executive Officer, Strativity Group, author, Customer Experience Strategy

L 11:45 AM–12:30 PM

5 Steps you Should Take to Prepare for the Customer of 2015

Marcus Starke, Senior Vice President, SAP Worldwide Marketing Regions

For speaking and sponsorship opportunities, please contact Mary Beth Reidy at marybeth.reidy@conferenceboard.org.