 |
Agenda At-A-Glance - Monday, January 26
* Please click on session titles and speaker names for details.
7:00am - 9:00am
Registration and Networking Breakfast |
9:00am - 9:15am
Opening Remarks
John Abraham, General Manager, Net Promoter Programs, Satmetrix |
9:15am - 10:00am
Answering the Ultimate Question: How to Ride Out the Recession with Your Customers
Richard Owen, CEO, Satmetrix
|
10:00am - 10:45am
The Schwab Story: Reviving Customer Relationships and Growth by Focusing on Loyalty
Walter Bettinger II, President and CEO, Charles Schwab |
10:45am - 11:00am Networking Break |
11:00am - 11:45am
If the Shoe Fits: How Zappos.com is Transforming Online Shopping by Creating a Culture Powered by Service
Tony Hsieh, CEO, Zappos.com |
| Break-Out Tracks |
Moving From Satisfaction to Loyalty - The Higher Standard
Track Chair:
Desirree Madison-Biggs, Director, Customer Experience, Symantec
|
Creating Culture Through Employee Practices
Track Chair:
Lena L. West CEO & Chief Strategist, xynoMedia
|
Linking to the Bottom Line - Net Promoter Economics
Track Chair:
Stuart Berman Senior Manager, Bain & Company NPS Loyalty Forum |
Improving your Net Promoter Score across the Business
Track Chair:
Steve Bernstein Solutions Consultant, Satmetrix
|
12:00pm - 12:45pm
Beyond the Product "Fix" Developing Emotional Ties That Bind
John Heyman, CEO, Radiant Systems |
12:00pm - 12:45pm
Customer Loyalty through Employee Engagement
Ryan Magnon, Vice President, Quality, The West Paces Hotel Group |
12:00pm - 12:45pm
Keeping the End Game in Sight – NPS as a Leading Indicator of Profitability and Growth
Steve Dee, Sr. Vice President & Head of Client Loyalty
Swiss Reinsurance |
12:00pm - 12:45pm
Improving your NPS Through Online Customer Engagement
Tom Kehler, Vice President and GM, Community Solutions, Satmetrix
Claudio Pugliese, Customer Care Manager, MARS Direct |
12:45pm - 2:00pm Lunch
|
2:00pm - 2:45pm
NPS: The Transition from Survey to Discipline
Tammy Gallegos, Vice President, Service Quality, America First Credit Union
Denise Wymore, Culture Consultant |
2:00pm - 2:45pm
How Looking Inside Reaches Out: Q&A on Veritude’s Employee Outreach
Melissa Namiot-Mader, Director, Business Systems Analysis and Loyalty Programs,
Veritude
John Abraham, General Manager, Net Promoter Programs, Satmetrix |
2:00pm - 2:45pm
Word of Mouth Economics
Vince Nowinski, Principal Methodologist, Satmetrix |
2:00pm - 2:45pm
Improving your NPS in B2B Relationships
Deborah Eastman, Chief Marketing Officer, Satmetrix |
3:00pm - 3:45pm
What Do You Do When No One is Looking? The Client Service Spirit
Michelle Robinson
Vice President and General Manager for Early Development, North America, Covance
|
Scott Baker, President and CEO
Donn Peacock, Franchise Owner,
Paul Davis Restoration |
3:00pm - 3:45pm
Making it Work – What Your Data is Really Telling You
Kellie Cobaugh, Sr. Manager Loyalty Insights, eBay |
3:00pm - 3:45pm
Improving your NPS in Service and Support
Henry Jones, Director of Sales, West, Satmetrix |
3:45pm - 4:00pm Networking Break |
4:00pm - 4:45pm
Trusting Your Intuition: Using Customer Feedback to Create Experiences that Delight Customers
Brad Smith, President & CEO, Intuit |
4:45pm - 5:30pm
Fred Reichheld Q&A Session
(Topic To Be Announced) |
5:30pm - 7:30pm
City Lights Networking Reception on the Imperial 32nd Floor of the Westin St. Francis Hotel |
|
Agenda At-A-Glance - Tuesday, January 27
* Please click on session titles and speaker names for details.
8:00am - 9:00am
Industry Networking Breakfast
Small breakfast sessions for attendees from like industries, this is a great opportunity to discuss best practices with other attendees who share your professional challenges |
8:00am - 9:00am
Certification Level II Focus Group Breakfast
Designed for those who’ve participated in the Net Promoter Customer Loyalty Certification Course and would like to share ideas about Level II |
8:00am - 9:00am
Breakfast with Satmetrix Solutions
If you are unable to attend sessions in the Satmetrix Solutions breakout track but would like to learn more, visit the Satmetrix Solutions Area during breakfast. |
|
9:00am - 10:00am
Panel Discussion: Making a Habit of Customer-Focused Behaviors
Dr. Laura Brooks, Vice President, Research and Consulting, Satmetrix, and co-author of Answering the Ultimate Question
Laura DeSoto, Senior Vice President, Strategic Initiatives, Experian
Diana Dykstra, President & CEO, San Francisco Fire Credit Union
Aisling Hassell, Vice President, Customer Experience and Online, Symantec
|
10:00am - 10:45am
Join the Conversation – Earning Trust and Credibility in a Rapidly Changing World Through the Power of Community, Dialogue and Partnership
Joseph Jaffe, author, Join the Conversation and Life after the 30 Second Spot |
10:45am - 11:15am Networking Break |
| Break-Out Tracks |
Developing Customer Focus in Service Operations
Track Chair:
Douglas Morse
Managing Principal, Services Transformation and Innovation Group LLC.
|
Developing Customer Focus in B2B Relationships
Track Chair:
Shannon Rivers
Client Experience Leader, PricewaterhouseCoopers
|
Making It Personal: Point of View Q&A
Track Chair:
Vivian Hairston Blade
Master Black Belt, Marketing, GE Consumer & Industrial
|
Improving your Net Promoter Score across the Business
Track Chair:
Michael Kirschner
Director, Business Consulting, Satmetrix
|
11:15am - 12:00pm
Getting Customer Religion: the Virtuous Circle of Listening and Delivering Great Service
Lindsay Notwell, Executive Director, Corporate Marketing, Verizon Wireless
|
11:15am - 12:00pm
The 80% You Almost Forgot: Relationship Follow-up with Executive Buyers
Joseph Schlosser, Partner, PricewaterhouseCoopers |
11:15am - 12:00pm
Turning Transactions and Interactions Into Personal Relationships
Aaron Cheris, Partner, Bain & Company
Troy Stevenson Vice President, Client Loyalty, Charles Schwab
|
11:15am - 12:00pm
Improving your NPS Through Online Customer Engagement
Tom Kehler, Vice President and GM Community Solutions, Satmetrix
Stephen Blundell, Senior Manager Vendor Partner Relations
, Intuit
|
| 12:00pm-1:15pm Lunch |
1:30pm - 2:15pm
$1 Billion in 30 Days – How the Front Line Affects the Bottom Line
James Kasberg, Sr. Manager, Progressive Companies |
1:30pm - 2:15pm
What Your Customers Really Think – How the NPS Process Helps Facilitate Listening on a Deeper Level
Lara Wise, Vice President, Customer Experience & Customer Care, tw telecom
|
1:30pm - 2:15pm
Customer Love in Tough Economic Times
Jeanne Bliss, author, Chief Customer Officer |
1:30pm - 2:15pm
Improving your NPS in B2B Relationships
Deborah Eastman, Chief Marketing Officer, Satmetrix |
2:30pm - 3:15pm
Coaching Employees for the Ultimate Customer Experience
Dr. Natalia Preiss, Manager, Customer and Product Education, GE Healthcare |
2:30pm - 3:15pm
Advancing B2B Relationships – A Journey Worth the Trip
Katherine Williams, Manager, Voice of the Client, Bank of New York Mellon |
2:30pm - 3:15pm
Where Are You on Your Journey? The Five Levels of Customer Experience Maturity
Bruce Temkin, Vice President and Principal Analyst, Forrester Research |
2:30pm - 3:15pm
Improving your NPS in Service and Support
Henry Jones, Director of Sales, West, Satmetrix |
| 3:15pm - 3:30pm Networking Break
|
3:30pm - 4:30pm
Driving Product Innovation at Logitech Using Net Promoter
David Henry, Sr. Vice President, Customer Experience & Chief Marketing Officer, Logitech
Rory Dooley, Sr. Vice President & GM, Control Devices Business Unit, Logitech
Glenn Rogers, Director, Customer Experience, Logitech
Moderator: Fred Reichheld, author of The Ultimate Question |
4:30
Closing Remarks
John Abraham, General Manager, Net Promoter Programs, Satmetrix |
|
|
|
|
