Main Conference Day One:Tuesday, September 27, 2011

8:00 Registration & Coffee

8:55 Chairperson’s Welcome and Opening Remarks

9:00 Planning for 2012 by 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 our keynote how to translate ideas about using customer information into actionable insights for your company.

Joe Meyer
CEO
HopStop

9:45 Engagement Strategies Today, For More Loyal Customers Tomorrow

Learn the significance of multi-channel engagement and its impact on long-term loyalty
How to develop engagement strategies that are aligned with customers’ evolving engagement habits and consumer expectations
Achieve customer retention through providing value added service - with minimal impact to price points and service level agreements
Innovative ideas for transforming loyalty programs into ‘brand lifestyles’

Heather Oldani
Director, United States Communications
McDonald’s

10:30 Morning Networking & Refreshment Break & Brilliance Bar!

Self-Service Track	Feedback & Loyalty Track
11:15 Integrating Self-Service Across All Platforms Learning how different channels work together to give the customer everything that s/he needs without confusion and without overloading the customer Determining the correct amount of product and service information per channel to give to the customer Discover the customer’s cycle of use for each channel Robert Plante Kiosk Programs Manager BMW North America	11:15 "How Schwab Used Client Feedback to Transform the Business and Ensure Continuous Growth & Innovation" Key elements of developing an effective client feedback system Turning information into insights into actions The importance of metrics, targets and analysis The secret sauce of effective client feedback programs: culture Troy Stevenson VP, Client Loyalty & Consumer Insight Charles Schwab
12:00 Designing Customer-Oriented Self-Service Options to Meet Customer Expectations Discovering customer needs and preferences Matching customer demand with an organization’s overall business goals and specific technologies currently used Employ the sophisticated understanding of the customer to impact the development of self-service initiatives in your organization Michael Haisten Senior Manager, Self Help & Call Deflection Earthlink, Inc.	12:00 Optimizing Loyalty and CRM Marketing Build and deliver compelling loyalty strategies How to effectively use CRM information to customize different business units’ loyalty challenges Leverage metrics from all channels: physical store, web, call center and social media John Perrone Loyalty Marketing Sears Holding Corporation

12:45 Networking Luncheon

1:45 Leveraging Customer Intelligence for Lower Costs and Better Customer Relationships

Key session takeaways:

Discover the next-generation online self-service and billing technology
Learn best practices for leveraging billing information and customer interactions to personalize a customer’s experience.
Creating rich user experiences that boost customer adoption
Eliminating paper and reducing call center calls
Reducing account DSO
Driving offers and monetizing billing IQ
e-Billing with customer intelligence and analytics can help you meet and exceed customer demands and deliver previously unavailable benefits to your business.

Ray Grant
Senior Product Manager
Pitney Bowes Business Insight

1:45 Panel Discussion: Enhancing Customer Loyalty Through Online Communities and Social CRM

What it takes to “build brands out the back door” – through nonsales or marketing efforts
The web can be a nasty place; learn engagement strategies that deal with trolls, haters and inciters
Investigate how online engagements can positively impact brand loyalty - or damage it
Explore the other half of the battle: aligning company strategies with customer needs, to drive loyalty and improve customer relations

Matt Greenberger Customer Experience Champion Motorola	Zach West Social Media Analyst Walgreens
Mark Schwanke Global Forums Manager Motorola

2:30 Optimize Customer Self-Service by Combining Metrics with Customer Feedback

Why performance metrics provide an incomplete picture
The value of qualitative customer feedback in driving quantitative research surveys
The value of exploring potential solutions with a small set of customers
Combining metrics with customer feedback through A/B testing
The value of continual optimization

Martin Krohne
Senior Manager User Experience Strategy
AutoTrader.com

2:30 Panel Discussion: Identifying Strategic Touch Points for B2B Engagement

Understand the challenges and dynamics of contemporary B2B marketing
Learn theoretical strategies that map key B2B touch points and generate new business opportunities
Optimize traditional and online touch points, which drive B2B loyalty: CRM, social media and multi-channel marketing

Eugene Fregetto
Clinical Associate Professor of Marketing
University of Illinois at Chicago

Troy Stevenson
VP Client Loyalty & Consumer Insight
Charles Schwab

3:15 Afternoon Networking & Refreshment Break

4:00 Putting the Kiosk at the Forefront of a Company’s Self Service

Explore recent advances in kiosk technology from interactive social media to the latest in digital signage
How certain companies have properly implemented kiosks in physical locations to grow customer experience and reduce in-store manpower
Explore which in-store processes can easily be handled by kiosks
How to create a common flow from one focus channel to all other channels

Sarah Canepa Bang
Chief Executive Officer, Financial Service Centers Cooperative
Inc. (FSCC)

4:00 Gift Cards as Loyalty Tools

How to drive new customer acquisition and loyalty through gift card programs
Enhance brand engagement through innovative gift card design
The potential for eCards today - and the possibilities for them in the future
How to be a gift card leader, and remain engaged with the industry

TBA

4:45 Social Media, An Ocean of Customer Feedback

Leverage social media to proactively identify new topics of interest and anticipate the customer response
Expand listening to the unsolicited feedback channels
Connect social media into already-integrated customer services systems
Implementing social media to improve customer experience

Jennifer-Kielmeyer Jennifer Kielmeyer
Web and Emerging Technologies Strategic Marketing Manager
Safelite Autoglass

Safelite_horiz_2

4:45 Mapping the Customer Journey – The Path to Actionable Insights

Discover a clear picture of customers’ interactions with a company at every stage of the customer lifecycle while identifying gaps between the current and ideal customer experiences
Learn what matters in customer decision making
Explore customer-defined gaps in performance relative to the ideal state and to competitors
Review a financial overlay considering the cost/benefit of improving experience gaps
Review a brand overlay defining the potential for brand delivery across the experience points
Learn about prioritization to drive actions that is supported with root cause data and how it can be aligned with current strategy development

Janice Brown
Manager, Channel Experience Design
FedEx Services

5:30 Knowing the Market and Anticipating Your Client

Leverage social media to proactively identify new topics of interest before customers’ calls
Discover how to capture valuable customer insight in real time across every customer touchpoint
Explore the best methods in extracting essential information and quickly sharing it throughout the company
Find out how the most efficient ways in creating adaptive resolutions to macro factors

kim_rundle Kim Rundle
Consumer Relations Manager
Organic Valley

5:30 Data Management: Transferring VOC Into Long-term Brand Engagement Strategies

How to effectively manage VOC, for the development of better engagement strategies and sustained customer loyalty
Innovative approaches for collating and utilizing relevant VOC data
Methods for consolidating multi channel VOC into CRM knowledge management and marketing strategy

Kathleen O’Hara
VP Marketing
Tribune Media Group

Andrea Klemm
Research & Strategic Insights Director
Tribune Media Group