7:30 Registration

8:10 Chairperson’s Welcome And Opening Remarks

8:15 KEYNOTE: Leveraging Self-Service Initiatives To Create Commitment To Loyalty

Loyalty is no longer about the reward points or incentive programs - it is about the importance for organizations to design and improve the internal process based on the in-depth understanding of the changing customer needs and expectations. Self-service initiatives have been viewed traditionally as a “means to an end” – a technological approach to delivering necessary service while minimizing costs and implementing standardized processes across the board. However, with the emergence of a technologically sophisticated consumer and in the increasingly competitive market conditions, managing self-service programs as a means to grow loyalty is both an art and a science.

In this keynote, find out how Best Buy is leading through the process of change.

• Leading the change to innovate the business process and drive excellence
• Understanding and quantifying impact on business performance
• Leveraging & involving employees
• Getting the commitment from top management

James Damian
Senior Vice President, Enterprise Design
Best Buy

9:15 Keynote: Creating Customer Value Through Online Self-Service

Customers often view self-service as “doing someone else’s work”. But when shown the value of using intelligent online portals, customers better understand their ability to manage their business and take better care of their own customers. In this case study, explore how AT&T BusinessDirect customers are empowered by having unprecedented network transparency and hands-on network management to enjoy real-time visibility of and control over their network. The program’s goal is optimal network utilization and enterprise-wide telecom expense management. This in turn enables customers to run their operations more efficiently, increase their return on investment (ROI), and dedicate resources to their mission-critical applications.

Learn how to:

• Leverage online self-servicing capabilities to generate cost savings and reduce transaction times
• Empower users to incorporate self-servicing into their business models and operations
• Educate users about effects of self-service operations on business-critical activities, such as selling, and how these effects can be quantified to senior management

John Cushman
Vice President
AT&T

11:00 Designing Customer Oriented Web Self- Service Options To Meet Customer Self-Care Expectations

Successful self-service strategy begins by ensuring that your customers are willing users of the technology. Today’s highly sophisticated customer used to “on demand everything” is quite willing to engage with technology offerings, however, enabling customers in their self-service channel of choice is a complex equation that balances many factors. These include customer needs and preferences, the overall business goals of the organization, and the particular technologies being used.

In this session, learn how to:

• Quantify the value of understanding cross-channel customer experience and expectations
• Employ the sophisticated understanding of the customer to impact the development of self-service initiatives in your organization
• Combat the “one-off” approach to customer experience analysis to institute the culture of consistent customer service assessment and improvement

Roberto Munoz
Project Lead for Web Self-Service
San Diego Gas and Electric Company

1:00 Panel Discussion: Best Practices in Capturing Customer Information and Developing Industry Specific Action Plans

How well are you capturing customer information, contacts, messages, requests and complaints? How can you leverage this data to inform your outreach strategies, customer care capabilities and prioritize scarce funds for different customer facing activities? In this interactive session, learn from your peers and in small groups, brainstorm how to translate ideas about using customer information into actionable insights for your company.

2:00 Expanding Your Self-Service Program Globally

The challenge in creating seamless e-service and voice selfservice initiatives on an international scale is twofold. First, there is the task of servicing an ever growing number of customers in different time zones and with different web-usage preferences. Second, the challenge of working in international markets with different rules and regulations while maintaining the same standard of interactive experience is more complex than a simple deployment of technology.

In this session, learn how to:

• Deliver a consistent brand message while allowing for regional variations
• Analyze different consumer groups and cater to their specific needs
• Maintain the level of service abroad that is your hallmark at home

3.30 Peer-To-Peer Working Group: Measuring The Customer Experience In Self-Service

There is a broad need to capture and measure the customer experience in the self service domain. Why? Think of your own behaviors, and how quickly you’ll abandon a channel if you believe it’s too difficult to use or you won’t be successful with it. What is your lasting memory of the company when you are disappointed over multiple channels? In this session, we will illustrate - through simple techniques - how to improve the customer's experience in self-service and customer-facing applications.

Techniques will be illustrated using several public websites and contact center case study examples. Approximately 20 quick polls will be taken during the session and discussed as part of the peer exchange. This participant-driven session will also highlight these critical concepts:

• How to Improve the Experience Using Traditional Dashboards
• How Traditional Enterprise Architecture Works Against the Customer Experience
• How to Appropriately Balance Customer Choice vs. Internal Efficiency
• How to Leverage Lean Six Sigma and Other Process Improvement Methodologies

Moderator:

Tom Schryver
Director, Innovation and Execution
Innovation+Execution

5:00 Close Of Conference Day One