February 22 - 24, 2010, Hilton Miami Downtown Hotel, Miami, FL
Register by 2/5/2010 and receive up to $947 off!
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How can self-service technology be leveraged to deliver the
personal touch? Although self-service offerings are primarily
beneficial to companies because of cost reduction and cost
avoidance implications, the capacity of these systems to allow
for multi-channel, multi-touch interaction is an additional source
of data to drive your customer service excellence programs.
Website monitoring, response to feedback (positive and
negative) in real time, and complaint management are just
some of the tools in companies’ arsenal to extract additional
benefits from self-service technology.
In this session, learn how Tropicana transformed its customer
interaction at every level and at every interaction to drive
customer retention and loyalty through unprecedented access
to customer feedback.
Director, Service Culture
Customer Self Service sits as one part of a larger Customer
Service System. Explore the critical design elements that must
weave through your entire service system. Learn how better
P2M (people to machine) design can support and energize your
customer self-service experience. Come to the edge of what's
happening in customer service design at the human/machine
Learn how to:
Former SVP, Strategic Planning and Customer Experience
Marriott Vacation Club
You’ve done everything right in designing and deploying your
IVR, now what? Gone are the days – if they ever really existed –
of putting an IVR in a closet and letting it run for years without
thinking about it.
An IVR needs to be constantly monitored for several reasons:
This session will address several concrete examples of how Travelocity accomplished these goals. The specific examples coupled with general good practices for ongoing IVR maintenance and monitoring should leave you with lots of ideas of what to look at in your own systems. Specific areas of focus are reporting, A/B testing, and communication between the IVR team and the call center.
Voice Interaction Designer
Adoption is one of key challenges in the customer self-service
space – it is an old issue that seems never to go away!
Increasing the utilization of your self-service offering by different
customer bases often depends on the tools provided but how
do you know if at the point of contact your solution delivers
what the customer requires? Ensuring the right match between
technology options and customer needs is a mater of targeted
market research and tailored response to market findings. An
additional challenge is ensuring a seamless coordination
between the needs of internal business units and external
In this session, learn how to:
Voice Interaction Designer
Kiosk Programs Manager
BMW LLC of North America
Countless businesses offer their customers the option to receive
and pay bills online. While increased customer satisfaction is
often cited as reason enough for offering online billing and
payment options, the question of whether these services can
provide more tangible ROI has lingered.
This session will discuss an analytic approach to evaluating the
influence of online billing and payment on customer retention,
delinquency and profitability. Wright Express will present the
methodology the company used to implement on-line payments
as well as initial finds of the effect of this project on defaults
Customer Service Director
Sometimes business units are so mired in the blocking and
tackling of customer operations, that they miss the opportunity
to jump on the IT band wagon to improve self service and the
customer experience. In this session, learn from the AIG
experience how by joining with an IT’s department’s effort to
drive enterprise projects, the firm strengthened its business
case for implementing a single view of customer program
across all channels, people, process, tools, and policy.
Tanya Callaway Crews
Director of Operations - Self Service
Global Operations and Systems AIG
The quality of interactions at the customer interface is just one,
very visible aspect of your customer care strategy. An equally
important focus for customer care executives is the optimization
of processes inside the organization that support self-service
initiatives. However, how do you know if your self-service
structure performs to the satisfaction of internal and external
Manager of Enterprise Change Management
Technology and Innovation City of Tampa
Panel of experts will break down tools and activities that have
had the greatest impact on their business. The panel will also
brainstorm next steps and outline quick wins for conference
participants for next day action.
Topics of discussion will include:
Diane Jamai Manager of Enterprise Change ManagementTechnology and Innovation City of Tampa
Tanya Callaway Crews Director of Operations - Self ServiceGlobal Operations and Systems AIG
Bernie Vasquez Director, Service CultureTropicana
John Cushman Vice PresidentAT&T
Roberto Munoz Project Lead for Web Self-ServiceSan Diego Gas and Electric Company
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