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909012-2 Customer Exp Leadership 3.22-23.12.Indd The 2012 Customer Experience Leadership Conference Capturing the Heart of Tomorrow’s Customer March 22–23, 2012 InterContinental New York Barclay March 21, 2012 Pre-Conference Workshop - Revamp humdrum customer interactions into hyper-personalized service - Resonate with customers across delivery channels - Engage the social customer as your advocate - Galvanize your organization to improve the customer experience Sponsored by What did last year’s audience fi nd valuable? - “Candid stories from top execs at respected brands” - “Approachable, authentic speakers” - “Relevant content and good facilitation” - “Thought leadership with actionable ideas” 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. Previous participants of The Customer Experience Leadership Conference AFLAC Inc. Nationwide Insurance American Management Association, Intl North Highland Company American Express Company Novantas LLC Ann Taylor Stores Corporation Prophet Bank of America Quest Diagnostics Brand Integrity, Inc. Rogers Communications Inc. Capital One Financial Corporation Sears Holdings Company Cargill Inc. Sodexo Caterpillar Inc. Starbucks Corporation CB Richard Ellis State Farm Insurance Companies Coach, Inc. Taco Bell Discover Financial Services LLC Texas Instruments Inc. Disney Institute The Coca Cola Company Federal Express Corporation The Beryl Companies Ford Motor Company The Dun & Bradstreet Corporation GlaxoSmithKline The Gallup Organization GE Media Finance Toyota Motor Sales, U.S.A., Inc. Health First Health Plans UPS Hewlett Packard Company Wachovia Securities, LLC Hilton International Wells Fargo & Company Hyundai Motor America Western Union Company John Deere Whirlpool Corporation JPMorgan Chase Xerox Corporation Kohler Co. Yahoo! Inc. Merck & Co., Inc. Zale Corporation Microsoft Corporation Pre-Conference Workshop, Wednesday, March 21, 2012 registration 12:30–1 pm Help! A Step-By-Step Guide to (re)Creating a CEM Strategy workshop 1–5 pm Are you just starting on the customer experience journey? Or, having worked on CEM for a while, do you want to know what to do next? In this workshop, we will complete a customer experience diagnostic to determine current status along the journey and then build a roadmap you may take back to your organization. In this inter-active session, you will: • Diagnose your organization’s current CEM situation • Prioritize the actions you must take to improve customer experience • Create a winning CEM strategy and roadmap During both workshops, you will have a chance to network with and learn from other customer experience leaders. By the end of the day, you will be fully able to capture the most value from the remainder of the action packed conference! John Carroll III, Global Head of Clients, Ipsos Loyalty 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 Starbucks has always been a step ahead of the game—understanding exactly what today’s and tomorrow’s customer wants. You’ll learn the secrets of how Starbucks built a customer focused culture … and how they handled the challenges of growth. You’ll also learn the inside story of how great products like Frappuccino were introduced. Howard Behar, President (ret), Starbucks International b 9:30–10:15 am Story Sharing: The Way to the Heart How do you give your customers experiences they’ll never forget? Experiences that make them come back time and time again. .and bring others with them? The answer is as old as humanity: You capture their hearts, and help them capture yours. The best way to do that is by sharing stories – from you to them, and from them to you. Call Customer Service at 212 339 0345 In Story Sharing, Rod Thorn draws from his personal journey – from growing up poor to becoming a professional playwright to being a speechwriter for some of the world’s best-known companies and CEOs – to share how the power of stories can create everlasting experiences. 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! There is rapidly growing evidence that classic measures of customer loyalty are weak predictors of business outcomes. Learn from an expert how to improve measurement systems. Tim will introduce his award winning Harvard Business Review published thought leadership in this practical “tools you can use” session. Tim Keiningham, PhD, Chief Strategy Officer, Ipsos Loyalty d 11:15 am–noon Embrace Data to Transform the Guest Experience Customers are willing to share their meaningful feedback that will improve products, resolve disputes, uncover errors and augment revenues, however, quite often this feedback is not adequately collected, quantified, nor funneled to the appropriate channels. Caesars Entertainment applies an analytical rigor around data to augment the customer experience and grow profits. The objectives of this presentation are the following: • Discuss channels to listen to customer feedback • Provide examples on how to infuse customer sentiments throughout organization • Establish the correlation between customer service and revenues • Share tools to measure & improve both metrics • Offer strategies to motivate employees to own customer service experience Jeffrey Boorjian, Vice President of Marketing, Caesars Entertainment luncheon 12:15-1:15 pm e 1:15–2 pm Today’s Trends in Customer Experience Design Shifts in customer expectations, information access, mobile computing, and social media are creating networks of increasingly self-directed, self-organizing, and self- aware buyer groups—with big implications for the marketplace. Digital natives and Mil- lennial are now becoming the primary targets of customer experience differentiation as they respond to technology-driven innovation. Despite these changes, however, the use of tried-and-true tools like behavioural economics to understand how consumers actually make decisions is as relevant as ever. This talk provides an overview of recent trends in customer experience design. Paul D’Alessandro, PwC, U.S. Customer Impact Leader f 2–2:45 pm Reinventing the Healthcare Experience Sodexo Healthcare, a $4 billion organization with 65,000 employees, has built a unique model called “Sodexo Cares” where they handle all non-clinical aspects of patient care for hospitals. This model is used at most top hospitals in America and www.conferenceboard.org/cel2 has reinvented the entire patient experience. Participants will learn how to use a model that can transform an entire industry. 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 Business is changing at a dizzying speed. It’s getting harder and harder to predict what customers of the future will want. And yet, therein is the key to strategic growth. You’ll hear from a panel of some of the world’s leading thinkers on what we can expect from the customer of the next several years. Moderator John Carroll III, Global Head of Clients, Ipsos Loyalty Panelist Phil Griffin, President, MSNBC h 4–5 pm Leading Customer Experience Innovation at AT&T session sponsor AT&T was recognized by CLO Magazine as the top Corporate University in 2010. This session will describe AT&T’s unique approach to aligning senior leadership actions and behaviors to drive innovation in the customer experience across a $125 billion company. Conference participants will take away specific ideas and frameworks for engaging senior executives to not just support the customer experience strategy - but to lead it. Greg Dardis, AVP Leadership Development, AT&T 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, PwC, US Customer Impact Leader Panel Jared Hendler, Executive Vice President, Global Director, Digital, Social and Creative, MWW Group Lynne Adame, Senior Director Communications, Sodexo Healthcare networking cocktail reception 5–6:30 pm hosted by Conference KeyNotes Registration includes this summary of conference highlights and a post-conference interactive webcast Friday, March 23, 2012 continental breakfast 7:45–8:30 am opening remarks 8:30–8:45 am j 8:45–9:30 am Transforming Panasonic by Focusing on the Customer Panasonic has been on a journey transforming itself as a societal brand. It has changed its business model to include enterprise solutions and has reengaged with the community building deep genuine loyalty. All of these changes are driven by focus on the customer. You’ll hear from Joe Taylor the CEO’s perspective on what it takes to reinvent an iconic brand. Joe Taylor, Chief Executive Officer and Chairman Panasonic Corporation of North America k 9:30–10:15 am Understanding the Customer of 2015…a Preview of the Future In this fast-changing digital world, the stakes increase exponentially. The winners are the companies who understand where new customer opportunities are arising and are agile enough to capitalize on those opportunities. Matt Preschern will share both visionary concepts of how customer demand is changing and practical insights on how your organization can win in this new economy. Matt Preschern, Vice President, North America Demand Programs, IBM Corporation l 10:15–11 am Ten Lessons from Customer Experience Transformations session sponsor Venturing on the journey of transforming your company into a customer loving organization, these are the lessons you must know.
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