8:00 Chairperson’s Recap Of Day One

8:15 Keynote Case Study: Branding Your Customer Experience

Customer experiences are based more on emotions and less on usability and values. Thus, their expectations are varied and more easily influenced by a more diverse set of factors. These aren’t always under your control and often times are extremely difficult to track. This session will help you understand how tackling this from the points of contact that you can control and how utilizing a blended approach can ensure that you aren’t missing any opportunities to make customers help brand your company for you!

• Tailoring the front lines based on a blended approach
• Building call centers that go beyond customer experience
• Establishing a proactive approach to experience

Elaine Del Rossi
Client Experience Officer
HTH Worldwide

9:15 The Next Generation Of Service Profit Chain Excellence – The Branded Associate Owner

Customer experience leaders like Harrah’s, Intuit, and Southwest embraced the Service Profit Chain model, made famous in the 1994 HBR article, “Putting the Service Profit Chain to Work”. More recently, thought leaders in the space have evolved the thinking towards the concept of customer engagement and associate ownership. This session with highlight:

• Examining new strategies, tactics, and applications of the Service Profit Chain model
• Applying theory to practice in banking
• Expanding how such concepts might be applied to any retail or customer facing business

Rick Otero
Executive Vice President, Services and Customer Experience
Capital One Bank

10:45 Blue Sky Session: The Informal Customer Experience World

Based on feedback received from you and your peers, the Blue Sky Session has been specially designed to allow senior customer experience executives to engage in a dialogue on how customers are quantifying their experience through more informal and unstructured basis. And how that has in turn enabled a whole new customer experience!

In addition to the best-in-class and next-in-class, top executives will provide their insights on the future direction of innovation with emphasis on:

• The current economic situation as the catalyst for change
• Beating internal and external roadblocks
• Impacting positive business outcomes
• Challenging traditional performance metrics

1:30 Q&A Panel: Enabling The Front Lines Perspective And Experience And The Difference Between Care And Service

In today’s business environment, the customer’s positive experience from your employees can be the key difference that determines their loyalty. This is particularly important at the telephony platform interaction level where your employees and customers meet face to face on a daily basis. Building a culture internally that translates into powerful interactions can greatly contribute to the bottom line results of your business. Emphasis will be placed on:

• Building critical and successful employee engagement strategies – linking quality and rewards
• Establishing unique metrics for partnering and grading systems
• Leveraging the means for adding to the revenue stream with loyalty

2:15 Cause Marketing To Drive Loyalty And Profits

Aligning your business with a worthy cause is not only a smart business move, but a socially responsible one. More than 75% of 1,100 consumers polled in August 2008 said companies should still support social or environmental causes and non-profit organizations during an economic downturn. This session with cover:

• Power of cause marketing and explains how it can have a simultaneous impact on brand strength, consumer engagement, profitability and environmental sustainability
• Using transparency and innovation to drive loyalty
• Profile several successful cause marketing programs

Owen Ward
Contributing Editor
COLLOQUY

3:30 Government And The Unified Customer Experience Future

With the rising excitement of increasing and more transparent touchpoints, is the government going to rain on this future, or shine on its potential? Tim Searcy will take a humorous and insightful look at past, present and proposed regulation around the customer experience. This session is a must see for anyone interested in scoping technology and designing programs that will satisfy customers and regulators at the same time.

Tim Searcy
CEO
American Teleservices Association

4:15 Quick Fire Brainstorm: 30 Customer Experience Game Changers And High Impact Ideas In 60 Minutes

A panel of experts will break down the key tools and activities that have had the greatest impact on their respective business models. The panel will also brainstorm next-steps and outline potential solutions for the conference participants to take with them and apply to their own practices. Points of discussion are as follows:

• New metrics to quantify channels and touch points for quantifying customer experience
• Best practices for adding structure to unstructured data
• Best approaches to linking your customer with your employee