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The leading senior-level customer experience conference will take place in Los Angeles on May 23-25.
Brought to you by the creators of Register by March 31, 2011 and receive $200 off* *customer experience executives only 2011 Speaking Companies Profit From Groundbreaking Customer Experience Strategies May 23-25, 2011 | Hyatt Regency Century Plaza Los Angeles, California www.the-customer.com Cross-Industry Customer Experience Insight From: Jay Topper Janet Hopkins SVP, Customer Success VP, Customer Experience Rosetta Stone REI Vicky Stennes Andrew Koven VP, Inflight Experience President, e-Commerce and Customer JetBlue Experience Steve Madden Devin C. Carty Chief Experience Officer & Chief Learning Jasmine Green Officer Vice President, Chief Customer Advocate Vanguard Health Nationwide Mutual Insurance Company Revitalize Your Customer Experience Approach Instill customer-centric core values to set the stage for customer experience excellence Tap into structured and unstructured customer feedback to uncover experience gaps Engage with your customers on social media to respond to experience delights and disappointments Optimize the mobile brand experience and connect it to existing channels Invest in innovative customer experiences that will boost long term profitability Lead Sponsor: In Partnership With: Organized by: Join Us Register Call: 1.888.482.6012 or 1.646.200.7530 Web: www.the-customer.com Today: Fax: 1.646.200.7535 Email: CustomerExperience@wbresearch.com Who Should Attend? Senior level executives with responsibility for the customer experience across any and all consumer touch points: • Chief Customer Officer • Chief Store Officer Profit From Groundbreaking Customer • Chief Experience Officer • Chief Marketing Officer Experience Strategies EVP, SVPs, VPS, Directors May 23-25, 2011 | Hyatt Regency Century Plaza and Managers of: Los Angeles, California • Customer Experience • Customer Engagement www.the-customer.com • Customer Strategy • Customer Relationship Management • Customer Loyalty • Consumer Insights Dear Colleague, • Customer Care • In-Store Experience With the continued commoditization of goods and services, smart companies differentiate by • In-Store Operations providing value beyond their products. This value lies in an innovative cross-channel experience • Retail Operations that surprises and delights today’s empowered consumer. • E-Commerce • Online This May, The Next Generation Customer Experience Event will provide you with the tools • Digital and In-store you need to boost revenue and drive customer loyalty in 2011 and beyond. Network and share Marketing ideas with customer experience leaders and find out how to: • Channel Marketing • Global Marketing • Create a comprehensive company wide customer experience strategy • Instill customer-centric core values and create an engaged employee culture • Align company priorities and metrics around the customer experience • Tap into customer feedback and interpret VoC data to identify critical experience gaps • Optimize the mobile and social media brand experience and connect it to existing channels In just 3 days participate in CCO interviews, roundtable discussions, interactive workshops, real world case studies and provocative panel discussions all thoughtfully designed based on months of research with the content advisory board and customer experience executives across all industries. We encourage you to browse through the brochure to see how you can profit from strategic customer experience design. Don’t be left behind your competitors. Secure your spot today at the customer experience event of the year. JOIN THE CONVERSATION We look forward to meeting you in LA! Don McNichol Kristin Paulick Are you on Facebook, Vice President, Online Program Director Twitter or LinkedIn? Next Tourneau WBR Generation Customer Experience is! Maura Sullivan Debra Haym Senior Manager, Customer Loyalty Team Divisional Director Follow us: @customer_event Zappos CLT, Inc. WBR Join us: visit www.the-customer.com to join Janice Brown the LinkedIn and Facebook Manager, Channel Strategy and Groups Orchestration Sign up for blog updates: FedEx www.theetailblog.com/ customer-experience/ 2 Call: 1.888.482.6012 or 1.646.200.7530 Fax: 1.646.200.7535 Email: CustomerExperience@wbresearch.com Visit: www.the-customer.com The 2011 Speaking Faculty Conference Chair: Zack Rosen Bonny Simmi Helen Burt Curtis N. Bingham CEO Director of Customer SVP and Chief Customer Founder and Executive Mission Bicycle Company Experience Officer Director JetBlue Pacific Gas & Electric Chief Customer Officer Jasmine Green Council Vice President, Chief Jeff L. Anglin Larry Freed Customer Advocate Director of Customer President and CEO Edward Jankowski Nationwide Mutual Experience Foresee Results Senior Vice President and Insurance Company Medtronic Diabetes General Manager Michael Sachs Godiva Chocolatier, Inc. Pinny Gniwisch Tabitha Dunn General Manager, CRM and Chief Motivational Officer Director, Consumer Insights Owner Loyalty Andrew Koven ice.com Citrix Online Volkswagen of America President, e-Commerce and Customer Experience Maura Sullivan Kimberly Dunwoody Rudy Vidal Steve Madden Senior Manager, Director, Global Customer Former Chief Customer Customer Loyalty Tea Experience Design Strategy Officer Devin C. Carty Zappos CLT, Inc. Western Union InContact Chief Experience Officer & Chief Learning Officer Julie Boston Kelly N. Cook Steve Cohn Vanguard Health Manager, Channel Experience Vice President, Customer CSP, Customer and Infrastructure Strategy and Engagement Experience Expert Jay Topper Pier 1 Imports DSW People to People SVP, Customer Success Learning, Inc Rosetta Stone Kelly Harper, Chris Brya Director, Brand and Customer Director, Mobile and Emerging Lawrel Demmert Barbara Cerf Experience Channels and Development Regional Human Resources Corporate Vice President BMO Financial Choice Hotels Director New York Life The Home Depot Janice Brown Jim Knight Janet Hopkins Manager, Channel Strategy Senior Director, VP Customer Experience and Orchestration Training and Development REI FedEx Hard Rock International Vicky Stennes Candy Clay Mike Bray VP, Inflight Experience Director, Customer Care VP, Customer Management JetBlue CVS Caremark Sprint A Special Thank You To The 2011 Advisory Board Devin Carty Maura Sullivan Janice Brown Don McNichol Chief Experience Senior Manager, Manager, Channel Vice President, Officer & Chief Customer Loyalty Team Strategy and Online Learning Officer Zappos CLT, Inc. Orchestration Tourneau Vanguard Health FedEx Conference Day One Monday, May 23, 2011 8:30 Breakfast And Workshop Registration 12:30 Luncheon 9:00 Workshop A (Refreshments Included) 1:30 Workshop B continued Tactics For Optimizing The Mobile Experience It’s Not Rocket Service: Strategies For Managing, Meeting And Exceeding Customer Expectations 11:00 Networking And Refreshment Break Steve Cohn CSP, Customer Experience Expert 11:30 Workshop B (Refreshments Included) People to People Learning, Inc It’s Not Rocket Service: Strategies For Managing, Meeting And Exceeding Customer Expectations 2:30 Networking And Refreshment Break Designing and delivering outstanding customer experience requires not only feedback from experiences customers have already had but 3:00 Workshop C (Refreshments Included) also to anticipate what those customers’ expectations are before the Chief Customer Officer 101 experience. But most companies do not have a process for collecting and understanding their customers’ expectations and Curtis N. Bingham communicating those expectations to their people. In this hands-on, Founder and Executive Director high-energy workshop, participants will: Chief Customer Officer Council • Determine the customer expectations they already know and which expectations they don’t at each touch point 5:00 Workshop Day Concludes • Create a strategy for gathering customer expectations from their key customers which will drive strategies for serving them and others • See expectations through their customers’ eyes. • Walk away with at least one usable action item for exceeding customer expectations Steve Cohn CSP, Customer Experience Expert Lead People to People Learning, Inc Sponsor: 3 Conference Day Two Tuesday, May 24, 2011 7:15 Networking Breakfast And Registration clicks and page views are too many or too few? How much does social media buzz impacts your bottom line? What’s 8:10 Welcome Remarks the tolerance threshold for a call center call? Or the right amount of helpfulness for sales associates? Behavioral Kristin Paulick analytics are missing the contextual customer perspective Program Director that can yield insight to grow your business. Learn how to WBR apply science and art to quantify intangible qualitative factors that influence and predict cross-channel customer 8:15 Conference Chair’s Opening Address behavior, not just report it. Curtis N. Bingham This session will show you: Founder and Executive Director • A scientific approach to attitudinal analytics that Chief Customer Officer Council complements behavioral metrics and provides a more well-rounded, accurate gauge of the cross-channel 8:30 Keynote: Why Now? Why It Is More Important customer experience Then Ever To Deliver Groundbreaking Customer • The difference between feedback and measurement Experiences analytics and why this difference is so important Over the past two to three years, the US economy has • How to deploy a consistent measurement framework significantly impacted many companies’ ability to provide across multiple channels to keep the pulse of customer excellent customer service. Resources were slashed and price relationships on a continuous basis wars often ensued…the focus on the customer experience dwindled. Now, with the economy rebounding, all industries Larry Freed are recognizing that to meet the needs of today’s discerning President and CEO and tech savvy consumer, they must invest in strategic and Foresee Results groundbreaking customer experiences across all consumer touch points. Learn why the customer experience is the key 10:15 Keynote Interview: The Case For Creating A to differentiating your brand and attracting a loyal customer Separate Customer Experience Department base in 2011 and beyond. With the continued commoditization of goods and services, many organizations are using customer experience as a way Andrew Koven to differentiate their brand and drive customer loyalty. With President, e-Commerce and Customer Experience this increased focus, there is a need for a separate functional Steve Madden group that acts on behalf of the customer. Learn why one company established a customer experience department and 9:00 Keynote: Create And Sustain An Engaged put in place a VP of Customer Experience as well as the Employee Culture That Sets The Stage For An results of this effort. Emotionally Engaging Customer Experience • How to establish a customer experience function and To create winning customer experiences, customer-centricity develop an internal reporting structure must permeate all aspects of an organization. Every function • Gain visibility into all customer touch points and gather as well as every corporate operation and decision should align customer feedback across all touch points with the customer. Customer-centric core values must be • Empower the customer experience team to affect change believed and followed by everyone within the organization. and dictate new processes Find out how to: • Maintain efficiency while still enhancing internal • Create and sustain an engaged employee culture that will communications with your customer experience team drive an emotionally engaging customer experience • Prioritize customer experience projects in order of highest • Drive a great customer experience by focusing on people sustaining value and sustaining profits and empowering them to do what’s right • Develop and instill customer-centric core values with all Led By: employees to reinforce every customer experience initiative Curtis N. Bingham • Leverage employee engagement to maximize customer Founder and Executive Director loyalty Chief Customer Officer Council • Communicate a customer-centric value proposition to all Featuring: employees that demonstrates a customer view • Align the company objectives and initiatives around Jasmine Green creating an ideal customer experience Vice President, Chief Customer Advocate Nationwide Mutual Insurance Company Devin C. Carty Chief Experience Officer & Chief Learning Officer Helen Burt Vanguard Health Systems SVP and Chief Customer Officer Pacific Gas & Electric 9:45 Metrics To Understand The Cross-Channel Rudy Vidal Customer Former Chief Customer Officer Companies that are committed to providing a superior InContact customer experience face a common problem – how to evaluate and benchmark performance across multiple touch- 11:00 Networking And Refreshment Break points with consistent, insightful and actionable metrics that encompass the customers’ perspective? How many website 4 Call: 1.888.482.6012 or 1.646.200.7530 Fax: 1.646.200.7535 Email: CustomerExperience@wbresearch.com Visit: www.the-customer.com Day Two Continued 11:30 Invite-Only VP Think Tank OR Interactive Roundtable Discussions join in: After a busy morning of active listening, keynotes and networking, As a CEO or customer experience executive, it is your take control of your own event experience. Don’t be shy! Ask responsibility to prioritize customer experience initiatives questions (or answer them!) of other conference attendees who are and promote a customer-centric value proposition dealing with the same challenges as you. After 40 minutes, when the throughout your organization. bell rings, move on to your second table for a repeat performance with a fresh topic! BUT YOU’RE NOT ALONE! In the last 10-15 minutes, each roundtable facilitator will share the 3 Join your VP level peers at the Next Generation take-aways from each discussion. Customer Experience VP Think Tank. Gain honest feedback, debate strategic ideas and share high level Benefits: insights in a private, moderated forum for 75 minutes. • Network with industry peers with very similar challenges, interests Take advantage of this rare opportunity to learn how and responsibilities your counterparts are creating innovative experiences • Take a deep dive into a niche topic in an intimate and informal across all consumer touch points. setting moderated by a subject matter expert This is an invitation only session. If you wish to • Don’t miss out on any discussions or learnings by staying for the participate or would like to nominate your VP-level roundtable wrap ups at the end of the sessions customer experience colleague, please contact Kristin • Bonus - Leave Next Generation Customer Experience with 10 key Paulick, Program Director at take-aways you can put into action as soon as you return to the email@example.com. office Strategic Thought Leaders: Topics: Janet Hopkins Roundtable 1: Motivating And Empowering Employees To VP, Customer Experience Deliver Exceptional Experiences REI Facilitator : Jeff L. Anglin Jasmine Green Director of Customer Experience Vice President, Chief Customer Advocate Medtronic Diabetes Nationwide Mutual Insurance Company Roundtable 2: Social Media To Enhance The Customer Helen Burt Experience SVP and Chief Customer Officer If you are interested in moderating this discussion, please contact Pacific Gas & Electric Kristin Paulick: firstname.lastname@example.org Roundtable 3: Mobile Technology To Meet The Needs Of Today’s On-The-Go Consumer If you are interested in moderating this discussion, please contact Kristin Paulick: email@example.com Roundtable 4: Capturing And Interpreting Customer Feedback To Spark Experience Innovation Facilitator : Julie Boston Senior Manager, Customer Relations Pier 1 Imports 12:45 Luncheon Concurrent track sessions begin, feel free to alternate between tracks to customize your experience Track A: Cultivate A Customer-Centric Culture Track B: Turn Customer Feedback Into Unrivaled Customer Experiences 1:45 Gaining Buy-in From The Front-line To C-Suite Mission Bicycle: The Solution To An Industry-Wide In Customer Experience Initiatives Customer Experience Gap Shifting to a more customer-centric company does not Just a few years ago the customer experience in the biking happen overnight and certainly would not be possible industry, especially in city biking, was poor to say the least. without consistent and serious executive support that What’s more, the existing bike industry supply chain allowed drives solid alignment all the way to the front-line. for little control over the customer experience. Knowing this, Uncover the best ways for keeping C-level executives the founders of Mission Bicycle Company recognized this engaged in the customer experience transformation, customer experience gap and solved it by created a company while at the same time gaining buy-in from those who that transformed the supply chain and offered a unique and actually deliver the service personalized way to purchase city bicycles. • Being ambidextrous: How to present new customer Zack Rosen experience initiatives and suggestions to your key CEO executives and front-line at the same time Mission Bicycle Company • Uncover tips for achieving consistent backing and buy- in from the c-suite to ensure ample funding and resources for customer experience projects • Developing alignment through a bottom up and top down approach to improving the Customer Experience Bonny Simi Director of Customer Experience JetBlue Lead Sponsor: 5 Day Two Continued 2:15 How To Hire And Train Employees In A Customer Feedback: The Key To Exceeding Customer-Centric Organization Expectations At Every Touch Point Regardless of your industry, delivering exceptional Methods for collecting customer feedback are constantly customer experiences starts with exceptional employees. changing and there is debate as to which methods are the most Find out how Zappos hires and trains employees to align effective. Learn the latest techniques for gathering customer with their core values and culture. feedback and which approaches are most efficient, accurate and • Hire employees based on their personality and undisruptive to the customer’s experience with your brand. enthusiasm for working with people • An overview of quantitative and qualitative methods for • Select employees who align with company culture and capturing customer feedback team dynamics • Insight into which customer feedback techniques to use and • Improve employee morale and satisfaction by when developing their strengths and providing diverse, cross- • Determine the most important touch points for listening to functional training opportunities your customer • Implement situational/role play exercises to optimize • How to really listen to your customer and unearth the broader employee-customer interactions context of a customer’s life Candy Clay Julie Boston Director, Customer Care Senior Manager, Customer Relations CVS Caremark Pier 1 Imports 2:45 Networking And Refreshment Break 3:15 Empower Employees To Deliver Unparalleled Employ Voice Of The Customer To Capture Unmet Customer Experiences Customer Experience Needs Once you have hired and trained customer-centric Voice of the Customer (VoC) programs are present in almost employees, it is critical for you to empower them to every organization’s ongoing customer experience analysis. make decisions with the customer in mind. While the call Discover new examples of how VoC has been deployed to solve center environment is often structured and based on customer issues, deliver product insight, and identify new growth efficiency, learn techniques to avoid this from being an opportunities. This session will walk you through trends in VoC anchor. Inspire people to stretch their minds, think programs and how to conduct an efficient and telling customer outside the box, and take risks in your pursuit of a great experience research. customer experience. • When is it appropriate to deploy VoC methods? • Focus on employee happiness to create an optimal • Best practices for identifying target customers and selecting customer experience which customers to contact for VoC research • Shape your culture with core values that are utilized • Ideas for better capturing customer needs through interviews, inside and outside the office contextual inquiries and ethnographic deep-dives • Change the mindset to empower representatives while • Examples of how to use social media to monitor voice of the removing fear of poop performance customer • Provide employees with the tools they need to offer • Methods for aggregating social media conversations to the best possible customer experience interpret customer needs Maura Sullivan Kimberly Dunwoody Senior Manager, Customer Loyalty Team Director, Global Customer Experience Design Strategy Zappos CLT, Inc. Western Union 3:45 Gather Employee Feedback To Reveal Marketing To Women: Same Faces, New Places Women make up 51% of the workforce and make 85% of family Customer Experience Gaps decisions. This "Chief Financial Officer" of the home is key to your All companies have different methods for assessing their marketing, and she's savvy about finding the best ways to maximize employees and interpreting the feedback they receive. her time while multitasking. How do you reach the various segments Find out how the most customer-focused companies are of the women's market using social media, smart phones, traditional using employee feedback to identify areas for and non-traditional methods? Are you selling to "women" as a improvement in their customer experience across all market or really taking a deep dive into the heart of what she wants, touch points. • Net Promoter Score is not just for customers, how to her market segment, lifestyle, age, demographics? Are you being "authentic" or is that just the latest catch phrase? Join us for an use NPS with your employees • VoC is not just for your customers, how to capture interactive session on reaching women and discuss examples of successful marketing and how to avoid the pitfalls and some of the Voice of the Employee • Methods for collecting transactional feedback as well pratfalls. as employee engagement feedback Barbara Cerf • How to overlay VoE and VoC to identify attributes that Corporate Vice President, Women’s Market bring the most lift to customer experience New York Life Kelly Harper Director, Brand and Customer Experience BMO Financial 6 Call: 1.888.482.6012 or 1.646.200.7530 Fax: 1.646.200.7535 Email: CustomerExperience@wbresearch.com Visit: www.the-customer.com Day Two Continued 4:30 Panel Discussion: Transform Your Internal You Have Your Customer’s Feedback…Now What? Structure To Create A Unified Customer Most companies are no longer in need of customer data…In Experience For Today’s Cross-Channel Buyer fact; they often have so much data that it’s hard to know Cross-channel customers are no longer the exception, what to do with it all. This session will help you to understand they are the rule. Your customer interacts with your brand your data: from where it originated to how to translate it into across multiple touch points, and accesses product actionable customer experience insight. Discover how to: • Use the data to spark customer experience innovation and information in a myriad of ways. Despite this fact, many organizations continue to be siloed and communication new ideas that will surprise and delight your customer • How to assess and interpret findings from solicited vs. across channels remains limited. How can you better align your customer channels and unsolicited feedback • How to avoid data overload and misinterpretation communicate across functional areas to ensure a unified • Prioritize customer feedback and translate it into key action customer experience? • Understand how your channels connect and how your items for different organizational teams customer interacts with each touch point Tabitha Dunn • Coordinate efforts across channels and make policies Director, Consumer Insights and processes consistent Citrix Online • Relay critical customer information and feedback across all touch points Panelists: Janice Brown Michael Bray Manager, Channel VP Customer Experience and Management Infrastructure Sprint FedEx Lawrel Demmert Jeff L. Anglin Regional Human Director of Customer Resources Director Experience The Home Depot Medtronic Diabetes Don’t miss out on over eight hours of networking! 5:10 Join Us For The Next Generation Customer Experience Cocktail Reception In The Exhibit Hall After a busy day of solution-focused sessions, relax with fellow speakers and attendees. Take advantage of the opportunity to network, share ideas off-line and check out new products and services from innovative customer experience providers. 6:00 Conference Day Two Concludes Conference Day Three Wednesday, May 25, 2011 7:30 Networking Breakfast actions are taken with the benefit of the customer in mind. Hear how you can apply the principles of values-based 8:00 Re-cap Of Main Conference Day One By The decision making and servant leadership to improve Conference Chair retention, word of mouth buzz and create powerful brand advocates. Curtis N. Bingham Founder and Executive Director Vicky Stennes Chief Customer Officer Council VP, Inflight Experience JetBlue 8:15 Key Insights From The VP Think Tank 9:15 Creating The Ultimate Chocolate Experience That 8:30 Fueling Loyalty With A Mile High Customer- Inspires Passion For The Godiva Brand Around Centric Culture The World Over the decades, service and experience have taken a back Edward Jankowski seat in the airline industry. JetBlue Airways has made it their SVP, GM, North America mission to bring the long forgotten customer service back to Godiva Chocolatier the business, but in a new, more relevant way. This mission all starts with the infusion of a customer centric culture across the organization—one where even operational Lead Sponsor: 7 Day Three Continued 9:45 Keynote: Think Global: Customer Experience 1:00 Engage With Your Customers On Social Media To Considerations With A Global Brand And Respond To Experience Delights And Customer Base Disappointments When your brand operates on a global level, you are The average American spends 421 minutes on Facebook per presented with a unique set of customer experience month. So how can you take advantage of this time spend challenges. Each region’s culture dictates different customer on social media? Reach your customers where they already behaviors and preferences. What’s more, communicating are. This session will show you how to: core brand values and achieving consistent customer success • Create an authentic social media presence for your brand becomes exponentially more difficult with widespread global to establish consumer trust and loyalty offices. • Train your employees on how to engage on social media to ensure that your customer-centric core values shine Jay Topper through SVP, Customer Success • Integrate social media into your existing channels— Rosetta Stone connect it to CRM, mobile, email, etc. • Use social media customer feedback to create new 10:15 Navigate Social Media: The Customer Experience revenue streams Game Changer • Provide individual customer feedback that is helpful and At this very moment, someone online is talking about your visible to other customers which will save time, money brand. They may be providing a review of a recent purchase and reflect positively on your brand on a site like Yelp, or telling their Twitter followers about a • Leverage the value of public and private customer recent in-store experience. DSW will discuss methods for communities to capture customer insight leveraging social media to monitor the pulse of their brand and using unsolicited feedback and brand chatter to make Pinny Gniwisch incremental changes to their customer experience. Chief Motivational Officer • Evaluating where to start with social tools and which ice.com efforts will have the greatest impact • Methods for monitoring and interpreting social media 1:30 Improve The Customer Experience Using Mobile activity to gather insight about your current customer Technology experiences With ever growing mobile adoption rates, particularly smart • Debate who should be responsible for social media to be phone adoption rates, organizations must position their sure that critical customer experience insight is brand in the mobile space in order to compete. This session consistently captured will show you how to take advantage of mobile technology to improve the customer experience and connect this Kelly N. Cook channel with existing customer touch points. Vice President, Customer Strategy and Engagement • How to make your product site mobile and tablet friendly DSW for improved usability • Examples of apps that provide product education and fun 10:45 Networking And Refreshment Break branding opportunities • Make use of location based product offers and education 11:15 Industry-Focused Interactive Roundtable to provide on-demand Discussions • Methods for tracking the performance of mobile in Select a table based on your focus in: comparison with other customer channels • Use of mobile to assist and add value to in-store purchase Roundtable 1: Retail/CPG Moderator to be determined decisions • Connect mobile to other customer channels to create a Roundtable 2: Account based services seamless experience Moderator: Kelly Harper Chris Brya Director, Brand and Customer Experience Director, Mobile and Emerging Channels BMO Financial Choice Hotels Roundtable 3: Hospitality 2:00 Optimize The In-Store Experience To Meet The Moderator: Needs Of Today’s Empowered Consumer Chris Brya Customers have more brand choices and more channels to Director, Mobile and Emerging Channels access brands than ever before. How can you differentiate Choice Hotels your brand and create an in-store experience that cannot be found elsewhere? This session will walk you through one 12:00 Luncheon company’s effort to rejuvenate its stores to better meet the needs of its customers. • Shift from a transaction-oriented retail model to a service- oriented retail model • Provide product information to augment the shopping Visit us on the Blog experience through the use of matrix bar codes • Equip employees with handheld devices to bring extensive product information to their fingertips • Utilize mobile technology to provide customized, location based product information 8 Call: 1.888.482.6012 or 1.646.200.7530 Fax: 1.646.200.7535 Email: CustomerExperience@wbresearch.com Visit: www.the-customer.com Day Three Continued • How to take advantage of digital signage and kiosks to 4:00 Keynote: Going From Last To First The Evolution deliver on demand product education Of The Sprint Customer Experience Dmitri Siegel In 2007 Sprint found itself in the precarious position of Executive Director, Customer Loyalty trailing its wireless competitors in customer satisfaction and Urban Outfitters (invited) having a brand that suffered an identity crisis. With a renewed focus on innovation and a relentless focus 2:30 Networking And Refreshment Break on improving customer experiences, Sprint is now back in the hunt and is a bona fide contender in the race for best 2:45 Service That Rocks overall wireless customer satisfaction. This interactive session is effectively designed to highlight best practices to create, maintain or revolutionize a According to the American Customer Satisfaction Index (ACSI) company’s service culture. The end-result of everyone who Customer satisfaction with wireless telephone service sets a attends is to ultimately provide such unbelievable guest new all-time high for the second consecutive year (in 2010), obsession, that it demands for people to return or continue rising 4% to 72. With wireless looking to be the future of utilizing your products. The visceral backdrop of Hard Rock telephone service, providers are ramping up efforts to provide International will set the stage to allow you to get into the new services, simplified usage plans and better pricing. memory-making business. The time allotted is chock-a-block In the ACSI survey, Sprint achieved the largest improvement full of visual Power Point slides, out-of-the-box thinking, of any company across all industries, in customer book quotes, personal stories and an interactive handout for satisfaction, over the last two years. Only one time, six years some real “take aways”. If you are a fan of both irreverence prior, has any company improved as much as Sprint in a two & unparalleled guest experience, come see what all the year period, in the 16-year history of the survey. noise is about…Creating unforgettable memories, all told through the spirit of Rock ‘n Roll. Other third party studies are verifying Sprint’s rising leadership in call satisfaction. In the January 2011 National Customer Jim Knight Service Survey from Vocalabs, Sprint made impressive gains in Senior Director, Training and Development phone-based customer service in 2010 and now leads all Hard Rock International national wireless competitors across several key metrics, including call satisfaction and first call resolution. 3:30 Panel Discussion: Drive Customer Loyalty And Build Brand Advocates Who Will Share Your Hear how Sprint was able to quickly capture the “most Customer Experience Story improved” award in the wireless industry and its goal of More so than customer satisfaction, customer loyalty is closely becoming the leader in overall wireless satisfaction. tied to customer retention, purchase behavior and brand Mike Bray referrals. What are the best ways to measure customer loyalty? VP, Customer Management Is NPS still the Holy Grail? Find out how leading companies are Sprint measuring customer loyalty and using these measures to identify high value customers and brand advocates. 4:30 Closing Remarks: What Is Your Customer • Determine how customer loyalty differs from customer Experience End Game? satisfaction? What’s next for your customer experience initiatives? What • Deliver on your brand promise to build customer trust, is your ultimate goal as a customer experience exec? Are you and in turn, loyalty looking to fix existing gaps in the customer experience and • New ideas for creating loyalty and making it easier to gain create steady state growth? Or, are you hoping to develop and maintain repeat business new, break-through experiential design? Discuss the future • Methods for identifying and rewarding brand advocates of your role and your initiatives and what might be the next and evangelists customer experience game changer. Guy Dilger Contributing Editor 4:45 Conclusion Of Next Generation Customer Colloquy Experience. See You Next Year! Michael Sachs General Manager, CRM and Owner Loyalty Volkswagen of America “Absolutely had the time of my life not only speaking and being a part of the panel but also in meeting so many good people in the industry who all had wonderful ideas to share.” -Lee Bissonnette, SVP, Direct-to-Consumer, FAO Schwarz (eTail West attendee) Lead Sponsor: 9 About Our Sponsor As the leader in customer satisfaction measurement, ForeSee Results captures and analyzes voice of customer data to help organizations increase loyalty, recommendations and marketing value. Using a patented, scientific methodology developed at the University of Michigan, ForeSee Results identifies improvements across all channels and touch points that drive customer satisfaction. With over 55 million survey responses collected to date and benchmarks across dozens of industries, ForeSee Results offers unparalleled expertise in customer satisfaction measurement and management around the globe. ForeSee Results can be found online at www.ForeSeeResults.com. About Our Media Partners The Chief Marketing Officer (CMO) Council is marketplace. Electronic Retailer magazine offers exclusive research, dedicated to high-level knowledge exchange, thought exclusive columnists; news on market trends and industry events, as leadership and personal relationship building among well as feature articles on industry leaders. Electronic Retailer is your senior corporate marketing leaders and brand decision-makers across premier resource for successful marketing through television, the a wide-range of global industries. The CMO Council's 6,000 internet, radio, mobile and social networking. members control more than $200 billion in aggregated annual marketing expenditures and run complex, distributed marketing and eM+C is a website and e-newsletters (All About sales operations worldwide. In total, the CMO Council and its eMail, eM+C Weekly) dedicated to e-marketing and strategic interest communities include over 12,000 global executives commerce. We offer extensive coverage of every across 100 countries in multiple industries, segments and markets. facet of e-marketing and commerce, including search engine Regional chapters and advisory boards are active in the Americas, marketing and optimization; database marketing and analytics; e- Europe, Asia Pacific, Middle East, India, and Africa. mail, video, viral marketing; social networking; behavioral targeting; www.cmocouncil.org and Web analytics and optimization, among a host of other strategies. We also produce virtual trade shows, webinars and The Chief Customer Officer Council is the whitepapers. The main goal of eM+C is to provide actionable, first of its kind -- a member-led peer-advisory strategic information for marketers that they can use to reach more network offering unparalleled insight into the people and serve them better, to market more effectively, and to critical issues facing CCOs. It was created to provide a safe increase revenue — all online. environment where CCOs can share ideas, concerns, and build best practices that well help them, their companies, and especially their RetailWire is the retail industry's premier online customers succeed. The Council's goals include establishing the CCO discussion forum. RetailWire goes beyond role within the highest levels of the corporate hierarchy, helping conventional headline news reporting. Each business morning, members drive more profitable customer behavior, creating a RetailWire editors pick news topics worthy of commentary by its customer-centric culture, and driving more sustainable business "BrainTrust" panel of industry experts, and the general RetailWire results. The Council includes CCOs from diverse industries, membership. The results are virtual round tables of industry opinion purposefully cross-pollinated with the most forward-thinking and advice covering key dynamics and issues affecting the retailing companies, large and small. Thus, the Council can be one of your industry. greatest sources of career advancement and innovation. RetailWire membership is free to all qualified retail industry COLLOQUY® comprises a collection of professionals. Over two-thirds of members are in top executive or publishing, education and research resources senior management positions, representing a broad cross section of devoted to the global loyalty-marketing industry. Owned by retail channels and the companies that supply them. RetailWire is LoyaltyOne, COLLOQUY has served the loyalty-marketing industry supported via sponsorships by leading retail suppliers and service since 1990 with over 40,000 global subscribers to its magazine and organizations. www.colloquy.com the most comprehensive loyalty web site in the world. COLLOQUY’s research division develops research studies and Retail Online Integration is the practical, white papers including industry-specific reports, sizing studies and information-packed publication devoted to helping insights into the drivers of consumer behavior. online merchants, catalogers, retailers and brand marketers tackle industry challenges and discover the opportunities to grow their Electronic Retailer magazine is the number 1 business in new and profi table ways with in-depth, practical and multi-channel marketing magazine in the direct applicable information, proven advice from experts and must-read response marketing industry. Distributed to over 60,000 readers case studies. worldwide, Electronic Retailer highlights everything you need to know to gain that added edge in today's highly competitive 10 Call: 1.888.482.6012 or 1.646.200.7530 Fax: 1.646.200.7535 Email: CustomerExperience@wbresearch.com Visit: www.the-customer.com Registration Information Qualified Customer Experience Executives* Register and Pay In Full By Register and Pay In Full By Full Price Here are the top 5 reasons Next Gen March 31, 2011 April 28, 2011 Customer Experience is the place to Three Day Conference $1,599.00 $1699.00 $1,799.00 invest your marketing dollars: 1. Full exposure to over 150 qualified Conference Pricing Register and Register and Full Price conference attendees comprised of senior level for Groups of 3+ for qualified Pay In Full By Pay In Full By executives responsible for their company’s customer experience executives March 31, 2011 April 29, 2011 customer experience strategy: you gain direct Three Day Conference $1349.25 $1439.20 $1529.15 access to the senior decision makers leading the way in service and support. To secure space for your team, contact Bill Penney at 1-866-691-7771 or firstname.lastname@example.org 2. Extensive networking opportunities, allowing for face to face customer contact and one to one Other** Full Price meetings. Three Day Conference $2299.00 3. Tailor-made sponsorship packages enable you to competitively position your company the way Disclaimer *Please note a qualified customer experience executive is NOT: A service provider to retailers you want. - Including, but not limited to software vendors, technology vendors, solution providers, 4. Opportunity to promote your brand and align it consultants or companies with primary revenues resulting from these other areas. with the other industry leaders participating in the Worldwide Business Research reserves the right to enforce the rate for non-manufacturers. No two discounts or offers may be combined. Team Discounts do not apply to sponsoring or conference. exhibiting companies. Fee includes continental breakfast, lunch, cocktail receptions and 5. Increased flow of traffic through the solutions conference documentation. Please note that Connecticut residents must add 6% sales tax zone during breakfast, coffee breaks and receptions. to their registration fee. To register, you can call 1-888-482-6012 or 646-200-7530 register online at www.the-customer.com **Other includes any service provider to customer experience executives - Solution Sponsorship and exhibiting Providers, Consultants, or any third party vendors that partner with or provide customer experience services to retailers. Worldwide Business Research reserves the right to enforce opportunities are extremely the rate for non-retailers limited! All discounts are taken off the full conference price. No two discounts or offers can be Contact Jonathan Ross at 646-200-7496 combined. Payment is due in full at the time of registration. Your registration will not be confirmed until payment is received and may be subject to cancellation or Jonathan.Ross@wbresearch.com immediately. Hotel Information Hyatt Regency Century Plaza 2025 Avenue of the Stars, Los Angeles, California, USA 90067 Tel: +1 310 228 1234 http://www.centuryplaza.hyatt.com/ hyatt/hotels/index.jsp Hotel Overview Surround yourself with contemporary glamour and style at the Hyatt Regency Century Plaza. Perfectly situated on the fashionable West Side, adjacent to Beverly Hills, this elegant West Los Angeles luxury hotel offers easy access to all the sights of this vibrant city. Set on seven lush acres, WBR CANCELLATION, POSTPONEMENT 100% credit representing payments made with 726 spacious and recently-renovated guestrooms, the AND SUBSTITUTION POLICY: You may towards a future WBR event. This credit will world-class Equinox spa and fitness center and state-of- substitute delegates at any time. WBR does be available for up to one year from the date the-art meeting and event facilities, this hotel near Beverly not provide refunds for cancellations. Any of issuance. No refunds will be available for Hills is a welcome retreat in the midst of the city. cancellations received in writing not less than cancellations or postponements. WBR is not Room Rate Information eight (8) days prior to the conference, you will responsible for any loss or damage as a result Attendees of Next Generation Customer Experience have a receive a 90% credit to be used at another of a substitution, alteration, cancellation, or special rate of $189.00 at the Hyatt Regency Century WBR conference which must occur within one postponement of an event. WBR shall Plaza. To receive this rate, attendees should call 1-310- year from the date of issuance of such credit. assume no liability whatsoever if this event is 228-1234 or 800-233-1234 and identify themselves as a An administration fee of 10% of the contract altered, rescheduled, postponed or cancelled Customer Experience Delegate so they can receive the fee will be retained by WBR for all permitted due to a fortuitous event, unforeseen special rate by 4/29/2011. After this date, the rate or cancellations. No credit will be issued for any occurrence or any other event that renders availability cannot be guaranteed. cancellations occurring within seven (7) days performance of this conference inadvisable, (inclusive) of the conference. In the event that illegal, impracticable or impossible. For WBR cancels an event, delegate payments at purposes of this clause, a fortuitous event For every registration received for Next the date of cancellation will be credited to a shall include, but shall not be limited to: an Generation Customer Experience, WBR future WBR event. This credit will be available Act of God; governmental restrictions and/or will donate a portion of the for up to one year from the date of issuance. regulations; war or apparent act of war; registration fee to Smile Train. For In the event that WBR postpones an event, terrorism or apparent act of terrorism; more information about WBR’s delegate payments at the postponement date disaster; civil disorder, disturbance, and/or involvement with Smile Train, please will be credited towards the rescheduled date. riots; curtailment, suspension, and/or visit www.the-customer.com. If the delegate is unable to attend the restriction on transportation facilities/means rescheduled event, the delegate will receive a of transportation; or any other emergency. Lead Sponsor: 11 May 23-25, 2011 WBR Hyatt Regency Century Plaza 535 Fifth Avenue, 8th Floor Los Angeles, California www.the-customer.com New York, NY 10017 I would like registration package: (please see pricing on page 11) Five Easy Ways To Register Qualified Customer Experience Executive Pricing: Other Pricing: ❑ Conference Package ❑ Conference Package ONLINE www.the-customer.com EMAIL CustomerExperience@wbresearch.com Delegate Details Please photocopy this form for additional registrations. FAX This form to 1-646-200-7535 (Mr./Ms./Dr.) First Name ______________________________________________________________ - You will be contacted for payment details. Last Name _________________________________________________________________________ MAIL Your registration form and payment details to: Title _______________________________________________________________________________ Worldwide Business Research 535 5th Avenue, 8th Floor, New York, NY 10017 Department ___________________________ Organization _________________________________ CALL 1-888-482-6012 or 1-646-200-7530 Address ___________________________________________________________________________ City __________________________State _____Zip _______________________________________ Phone (_____) ____________________Fax (_____) ________________________________________ E-Mail_____________________________________________________________________________ Your priority booking code is: When registering please provide the code above. Payment Methods: ❑ Check enclosed for ______________ payable in U.S. $ to WBR ❑ EFT or WIRE TRANSFER PAYMENT DETAILS: HSBC Bank USA 452 Fifth Ave New York, NY 10018 Routing #: 021001088; SWIFT: MRMDUS33 Worldwide Business Research USA LLC: 619782161 Please reference code 19828.001 when registering ❑ Charge to my: ❑ AMEX ❑ Visa ❑ MasterCard ❑ Diners Club ❑ Discover Card Card # ________________________________________________________________________________ Sum of ___________________________ Exp Date: ____________________________________________ Cardholder’s Name_______________________________________________________________________ Attention Mailroom: If undeliverable to addressee, this time sensitive Signature _______________________________________________________________________________ information should be forwarded to the VP, Customer Experience Visit www.the-customer.com for cancellation information and frequently asked questions 19828.001/MS Today: Fax: 1.646.200.7535 Email: CustomerExperience@wbresearch.com Register Call: 1.888.482.6012 or 1.646.200.7530 Web: www.the-customer.com Brought to you by the creators of Lead Sponsor: Why Attend? • • • • immediately away with strategies you can implement More real world case studies ensuring you walk discussions VP Think Tank and interactive roundtable Participate in strategic idea exchange during the customer experience event percentage of retail compared to any other speaking companies, including the highest Rub elbows with the most diverse group of VP level or above innovation—over 50% of the speaking faculty is Big picture thinking to spark customer experience Profit From Groundbreaking Customer May 23-25, 2011 | Hyatt Regency Century Plaza Experience Strategies www.the-customer.com Los Angeles, California In Partnership With: Organized by: Join Us Register by March 31, 2011 Companies 2011 Speaking and receive $200 off* *customer experience executives only Organized by: Can’t make it to: or afraid there is too much information to digest in just a few days? Get Access to hours of valuable This Session Content is available for a sessions and take-ways anytime, fraction of the registration price. anywhere... You can view and listen to the content when Now you can view this outstanding conference you want, where you want and as many times content on your PC or laptop with a CD-ROM that as you want. puts you front and center at these informative sessions. You'll hear our expert speakers as they And if you attend Next Generation Customer take you through the PowerPoint slides that Experience, this Conference CD-ROM set is illustrated their talks. only $250! (That’s a $580 value!) This user friendly format allows you to: • Gain valuable insight from your peers and competitors in various Fortune 500 Industries VIP Package: $250 without leaving the office. (Select any package to attend the event • Share with your colleagues at work. and for an additional $250 get the • Stay up to date with the latest strategies, tactics conference CD ROM*) and trends in your industry. CD ROM ONLY: $580 * Now you can share what you learnt at Next Generation Customer Experience, with your *Presentations available are at the approval of conference colleagues. Don’t leave them in the dark. Purchase speakers. Not all presentations will be published. Allow 3-4 weeks after event date for shipping. the CD ROM today!
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