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Agenda
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| January 24, Thursday |
7:00am - 9:00am |
Registration & Networking Breakfast |
9:00am - 9:15am |
Opening Remarks -
John Abraham, General Manager, Net Promoter Programs |
9:15am - 10:00am |
 State of the Net Promoter Nation
Richard Owen, CEO, Satmetrix |
10:00am - 10:45am |
 Marrying a Global Standard with Local Ownership
Phil Clement, CMO, Aon |
10:45am - 11:15am |
Morning Break & Networking |
11:15am - 12:00pm
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| Adopting NPS |
Driving Process Improvement |
Program Design |
Improving the Customer Experience: Moving from a Satisfaction Index to NPS
Larry Hyett,
Vice President, Retail Sales & Customer Experience, TD Canada Trust
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Fostering Hospital Practices That Drive Patient Loyalty
Peggy Kurusz, Director of Research & Development, Ascension Health and Mary Ellen Griffin, Executive Director of Support Services for St. Joseph Hospital in Kokomo, Indiana |
Measuring What Matters (also offered on Day 2)
Dr. Vince Nowinski, Principal Methodologist, Satmetrix |
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12:00pm - 1:30pm |
Lunch and Roundtable Discussions |
1:30pm - 2:15pm |
| Adopting NPS |
Driving Process Improvement |
Program Design |
Upping the Ante: Gaining Executive Team Buy-In for an Operational Investment in Customer Loyalty
Reid Hislop,
Vice President of Marketing, Pitney Bowes MapInfo |
Driving Investments in NPS Improvements with a “Lean Six Sigma” Approach
Vivian Blade, Master Black Belt, Marketing, GE Consumer & Industrial |
Designing for Action (also offered on Day 2)
Deb Eastman, Chief Marketing Officer, Satmetrix |
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2:30pm - 3:15pm |
Retail Banking: Uncovering the True Value of Customer Loyalty
Susan Piotroski, Partner, Marketing & Customer Strategy Practice, Accenture and Carlo Gagliardi, Partner, CRM Global Service Line, Accenture |
Q&A with Jeanne Bliss: Author of Chief Customer Officer and Net Promoter Blogger
Jeanne Bliss, CustomerBLISS |
3:15pm - 3:45pm |
Afternoon Break & Networking |
| 3:45pm - 4:30pm |
Investing in Customer Communities to Drive Loyalty
Kip Knight, VP of Marketing, eBay |
| 4:30pm - 5:30pm
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Fred Reichheld, Author, The Ultimate Question, and Bain & Company Fellow |
| 5:30pm - 7:30pm
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Networking Reception |
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| January 25, Friday |
7:00am - 8:30am
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Registration & Networking Breakfast |
8:30am - 9:15am
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From Denial to DNA: How to Operationalize Net Promoter across an Organization
Q&A with Enrique Salem, COO, Symantec |
9:15am - 10:00am
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Using Net Promoter to Drive Organizational Learning
Rob Markey, Partner and Head of Global Customer Strategy Practice, Bain & Co. |
10:00am - 10:20am
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Morning Break & Networking |
10:20am - 11:05am
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Operationalizing
Net Promoter |
Developing Insights |
Engaging Employees |
Program Design |
Using Integrated Customer Experiences to Move the Needle
Scott Zandbergen, VP of Product Management and Margaret Dron, Senior Manager of Customer Loyalty, Sage Software |
Boosting
Return on Ad Spend and Consumer Engagement with Advanced Net Promoter Segmentation
Lee Boykoff, Director, Digital Media Analytics and Distribution, A&E Television Networks |
Focusing Employees on Member Wow
Diana Dykstra, CEO, San Francisco Fire Fighters Credit Union |
Measuring What Matters (also offered on Day 1)
Dr. Vince Nowinski, Principal Methodologist, Satmetrix |
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11:15am - 12:00pm |
Building a Net Promoter Program Brick by Brick
Marina Hannaford, Consumer Insights Manager, LEGO Company
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Pumping Up the Volume: How AAA Is Adding the Customer’s Voice to Policyholder
Data
Jeanne Bliss, CustomerBLISS, Moderator and
Cyndie Beckwith, VP Customer Experience, and
Jonathan Farer, Manager of Customer Listening Systems, AAA |
World-Class Internal Customer Service: Improving NPS by 12 Points in 12 Months
Dwight Cooper, CEO, PPR Healthcare Staffing
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Competitive & Cross Cultural Benchmarking
David Hankin, Director, Business Consulting, Satmetrix
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12:00pm
- 1:30pm |
Lunch |
1:30pm - 2:15pm |
Operationalizing
Net Promoter |
Developing Insights |
Engaging Employees |
Program Design |
Integrating VOC and NPS: Making Sense of One Million Customer Responses
John Griggs, Director of Customer Experience, H&R Block Digital Tax Solutions |
Net Promoter Levers: The Key to Improving Your Net Promoter Score
Matt Fleckenstein,
Group Product Manager for Customer Experience, Microsoft Office Live |
Nurturing Customers by Living the Golden Rule
Deborah Carlisle, Manager, Marketing Planning, Four Seasons Hotels and Resorts and Ricardo Acevedo, General Manager Four Season Hotel Miami |
Designing for Action (also offered on Day 1)
Deb Eastman, Chief Marketing Officer, Satmetrix |
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| 2:30pm - 3:15pm |
Understanding Customer Value to Drive Growth
Dr. Laura Brooks, VP Methodology and Consulting, Satmetrix |
| 3:15pm - 3:30pm |
Closing Remarks
John Abraham, General Manager, Net Promoter Programs |
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