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Agenda |
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| Wednesday 30 April, 2008 |
07.00 - 09.00 |
Registration & Networking Breakfast |
09.00 - 09.10 |
Net Promoter Conference Welcome |
| 09.10 - 10.00 |
 Putting the Customer at the Helm
Richard Owen, CEO, Satmetrix |
10.00 - 10.50
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Using NPS as a Lever for Organisational Change
Pascal Viginier,
Executive Vice President of Sales and Service, Orange France |
10.50 - 11.10 |
Break |
11.10 - 12.00
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Building a Global Community of Enthusiasts
Conny Kalcher, Vice President Consumer Experiences, LEGO Company |
| 12.00 - 13.30 |
Lunch |
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Adopting
Net Promoter |
Operationalising
NPS |
Programme Design |
Moderated Roundtables |
The Logical Choice: Generating Buy-in with Real World Data
Glenn Rogers
Director, Customer Experience,
Logitech |
The Voice You Can't Ignore: Using NPS to Deepen the Conversation with Key Business Partners
Dr. Halina Miglus, Head of Customer Experience, HSBC Global Resourcing |
Measuring What Matters
Henry Jones, Managing Director, UK, Satmetrix
|
Word of Mouth
Moderator: Crispin Manners, Director of Service Innovation, Kaizo |
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| 14.20 - 14.40 |
Break |
TRACKS
14.40 - 15.30
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Driving Customer-Led Growth through SMART Executive Sponsorship
Jana Eggers
CEO,
Spreadshirt |
The Promises You Keep-Making NPS Operational at Every Touch Point
Sean Risebrow, Director of Customer Experience, Virgin Media |
Competitive and Cross-Cultural Benchmarking
James Young, Director, Business Consulting, EMEA, Satmetrix |
Business Relationship Management Moderator: Alan Woollam, Director, Xperience Associates |
|
15.40 - 16.30
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Using NPS to Drive Global Customer Focus
Andrew Clayton, Vice President and Operations Director, Allianz Insurance, UK |
| 16.30 - 18.00 |
Networking Reception |
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| Thursday 1 May, 2008 |
07.30 - 08.30
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Registration & Networking Breakfast |
08.30 - 09.15 |
Investing in Community and NPS to Drive Customer Loyalty
Kip Knight , Vice President of Marketing, eBay |
| 09.15 - 10.00 |
Understanding Customer Value to Drive Growth
Dr. Laura Brooks, Vice President, Business Consulting and Methodology, Satmetrix |
10.00 - 10.50
|
Back to the Future: Driving Growth in One of London’s Oldest Industries
Peter Harmer, CEO,
Aon UK |
10.50 - 11.00 |
Break |
TRACKS
11.10 - 12.00
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Engaging Employees |
Operationalising
NPS |
Programme Design |
Moderated Roundtables |
Transform-
ing Employee Behavior: An Integrated View of Loyalty
Aleksandra Alfonso ,
Senior Global Manager, Customer Experience Programs,
Symantec |
Shedding Light on Customer Delight: Moving from Satisfaction to NPS
Glenn Jones
Chief Marketing Officer,
HiFX |
Measuring What Matters (Repeat)
Henry Jones, Director of Sales, UK, Satmetrix |
Word of Mouth
Moderator: Dr. Paul Marsden, Director, Clickadvisor.com |
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| 12.00 - 13.20 |
Lunch |
TRACKS
13.20 - 14.10
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Delighting Employees, Business Partners, and Customers with a Personal Touch
Malcolm Hingley,
Sales Director,
Travel Counsellors |
Client Retention in a World Devoid of Annuity Revenue
Tony Armour, UK Sales Director, BearingPoint |
Competitive and Cross-Cultural Benchmarking
(Repeat)
James Young, Director, Business Consulting, EMEA, Satmetrix |
Business Relationship Management
Moderator: Alan Woollam, Director, Xperience Associates |
|
| 14.10 - 14.30 |
Break |
TRACKS
14.30 - 15.20 |
Engaging Employees |
Operationalising
NPS |
Programme Design |
Moderated Roundtables |
The Insider’s View: What Your Employees Have to Say about Recommending You
Christian Birck,
Head of Branding,
Holcim |
Using NPS and Lean to Listen, Act, and Grow
Simon Smith,
Director, Customer Growth - EMEA, GE Money Bank |
Designing for Action
Deborah Eastman, Chief Marketing Officer, Satmetrix |
Word of Mouth
Moderator: Dr. Paul Marsden, Director, Clickadvisor.com |
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| 15.30 - 16.25 |
A Fresh Perspective: How NPS Has Shaken Up the Status Quo and Delivered Results Q&A with Fred Reichheld, Author, The Ultimate Question, and Bain & Company Fellow |
| 16.25 - 16.30 |
Closing Remarks |
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