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Research and Advisory Services Networking Conferences
We are currently building our face-to-face networking conference schedule for 2010. Stay tuned for events in Customer Experience, Sales & Marketing, Quality, Process Improvement and Regulatory.
What Makes Our Networking Events So Unique?
Hear what our clients say:
"Research and Advisory Services brings a unique perspective to all the topics they tackle in their research agenda and at their networking conferences. Most research firms favor an "expert" approach which often leads to a typical "insider" viewpoint and all of the technical jargon that goes along with this approach. Research and Advisory Services, on the other hand, approaches each topic from a fresh, multidisciplinary perspective. For example, their Quality and Six Sigma conference offered multiple viewpoints and approaches which led to insights that could not otherwise have been gained. Research and Advisory Services delivers best practices that I am able to immediately act upon."
Kevin Anderson, Process Improvement Practice Director Organizational Development at Thomson Reuters
 View a List of Past Conference Attendees
Past Networking Conferences
Past Conference Report Archive
Click on the various links below to view topics and speakers from past Networking Conferences.
2009 Customer Experience Conference Agenda and Speakers
2008 Quality Conference Agenda and Speakers
2008 Leadership Development Conference Agenda and Speakers
2008 Customer Experience Conference Agenda and Speakers
Interested in Speaking at Research and Advisory Services Networking Events?
Please contact Cameron Tew at ctew@best-in-class.com or (919) 767-9246 for speaker information.
Past Research and Advisory Services Conference Attendees
(Partial List)
11th Annual Customer Experience Conference
February 2-4, 2009 - Las Vegas, NV
Speakers & Panelists
Abbott Labs
The Crowd's Noise Level is Increasing: Understanding User Generated Content and Enhancing its Impact on Your Reputation Simon Goldberg, Director, Electronic Communications, Corporate Public Affairs
With every vital demographic group -- consumer patients, physicians, opinion leading bloggers -- already shaping your online brand, the choice is simple: ignore them at your peril or learn how to engage and team up through social networks, community sites and other social media tools.
We will discuss the increasing importance of reputation monitoring and management. Reputation monitoring and management is more important than ever because consumer patients, physicians and bloggers are now shaping the discussion about your brand online with or without you. Learn how health focused social networks, blogs, wikis and community sites are one of your biggest challenges and also one of your biggest opportunities.
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Satmetrix
How to Ride Out the Recession with Your Customers
Richard Owen, CEO
Co-author of "Answering the Ultimate Question"
Join Richard Owen, CEO, Satmetrix, as he discusses the impact of the economic downturn and how companies can stay focused on their customers. He will discuss accounting decisions vs. growth decisions and how they affect customer experience. Incorporating real-life examples from his new book, Answering the Ultimate Question, Owen will offer tips on the key things companies can do that will have the greatest impact on customer experience and loyalty over the next six months.
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Dell
Integrated Customer Strategies that Enable Companies To Survive and Thrive During the Downturn
William Grundstrom, Head of Business Process Improvement (retired)
Bill will facilitate our panel discussion on “Integrated Customer Strategies that Enable Companies To Survive and Thrive During the Downturn”. Bill will share his thoughts and lend his professional expertise on what companies can do in 2009 to recover their lost customers, and steps they can take to rebuild customer loyalty through the economic downturn.
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Eli Lilly
Listen, Innovate, Change
Michael Fowler, Virtual Sales Manager
Chad Hall, Virtual Sales
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This interactive presentation will review the current and evolving environment for pharmaceutical sales and marketing. The focus will be on the importance of the following bullet points utilizing real-world examples and stories:
- Customer needs & the role of nontraditional segmentation for Healthcare professionals
- Value of innovation in pharmaceutical sales and marketing and how to establish a process for ongoing ideation and experimentation
- Sustainable change can only be achieved through gaining customer insights (listening) and delivering innovative capabilities that meet and exceed those needs
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Aflac
Delivering on a Promise that Fosters Customer Loyalty
Teresa Robinson, Senior Manager, Business Process Excellence
As a provider of intangible products Aflac knows the importance of delivering on its promise. A promise to provide policyholders the immediate peace of mind that comes from knowing they are prepared for whatever life brings. In this presentation Teresa will share Aflac's approach to customer experience. This unique approach consists of the following three key components; Creating a Culture of Service, Measuring the Customer Experience and Pursuing Continuous Improvement.
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The Ritz-Carlton Leadership Center
The Ritz-Carlton Gold Standards
Diana Oreck, Vice President of Global Learning and Leadership Center
The Ritz-Carlton Gold Standards are the foundation of The Ritz-Carlton Hotel Company, L.L.C. They encompass the values and philosophy by which we operate and include: the Credo, the Motto, the Three Steps of Service, Service Values and the Employee Promise.
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Thomson Reuters
Customer Centricity: Using Client Alignment Strategies to Grow and Retain Customer Relationships
Jeff Heard, VP of Organizational Development
To accelerate Thomson Reuters' customer integrated strategy aimed at building mutually profitable partnerships with customers, the Thomson Reuters Sales Council and Best Practices, LLC researchers worked in conjunction to develop and fine-tune a customer centricity assessment tool. This operational tool evaluates the maturity and effectiveness of business systems designed to ensure customer alignment and to support profitable growth. After spearheading pilots of the assessment tool within two Thomson Reuter's business units, Jeff will share how he intends for the customer-centric assessment process to help all business units identify strengths and improvement opportunities and encourage sharing of best practices across the company throughout 2009.
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Boost Mobile
Incorporating a Cross-Functional Design & Implementation Approach to Customer Experience
Dann Allen, Senior Manager, Customer Lifecycle Management – Customer Experience
In this presentation Dann will discuss how Boost Mobile took the company’s vision and developed a CE strategy, customer commitments and standards. We will learn more about the steps taken to ensure that customer commitments and standards are considered cross-functional and designed into every touch point in the customer lifecycle. Dann will also discuss the Voice of the Customer (VOC) aspect of deciphering what customers are thinking/feeling about the products and services provided, and more importantly how to act and report upon this information.
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Teradata
Putting the Theory to Work: Successful Methods for Creating Positive Customer Experiences through Customer Knowledge
Ronald Swift, Vice President of Customer Relationship Management
In today's economic environment, the reduction of expenditures for marketing and customer services COMBINED with extensive analytical methodologies can drive stability and opportunity. Many firms have developed key strategies and techniques for ensuring an effective knowledge-base of the customers and methods to overcome the silo (marketing database) approach. The drive towards improved customer satisfaction and retention is aimed at achieving positive, synchronized, and meaningful experiences for your customers and channel partners. Practical case study examples will provide insight for executives and managers in marketing, direct sales, research, analytics, database management, advertising, or customer contact support roles. Cross-Industry examples will highlight significant business process flow models and results of successful firms executing highly positive activities for their customers. This valuable session will assist in enabling you to use proven techniques for customer retention, customer satisfaction, customer growth, data management and cost elimination, and customer value assessment (CLTV).
In this session you will learn about:
• A marketing framework and business model for analyzing your customers
• How firms have used this strategy and the techniques of integration to lower costs
• Methods for enhancing the customer's experiences through detailed customer information
• A flexible spreadsheet model to estimate the value of retention of your best customers
• Case examples of success in B2B, B2C, B2b2C, and electronic channel marketing
• Best Practices in multiple industries and common types of customer marketing projects
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KDH Systems, Inc.
Building Customer Communities and Increasing Customer Loyalty with Web 2.0 and Online Tools
Susan L. Brown, CMO
Susan Brown will describe the essential elements of online and Web 2.0 marketing tools that enable companies to engage their customers and create better customer experiences.
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Panel Discussion
The following companies will be participating in panel discussions at this customer experience conference.
Dell
William Grundstrom - Former Director, Business Process Excellence |
Lockheed Martin
Mark Fromme - Principal Market Research Planner |
Vistakon (J&J Vision Care)
Hank Brigman - Director, Customer Experience |
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11th Annual Customer Experience Conference
February 2-4, 2009 - Las Vegas, NV
Full Agenda
| MONDAY, FEBRUARY 2
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| 6:00-7:00 PM | Welcome Networking Reception
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| 7:00-9:00 PM | The Importance of Innovation in Becoming a Customer-Centric Company
Networking Dinner
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| TUESDAY, FEBRUARY 3
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| 7:00-8:00 AM | The Keys to Understanding Your Most Valuable Customers
Networking Breakfast
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| 8:00-8:45 AM | Early Warning & Prevention Systems: Identifying and Eliminating Root Causes of Customer Disengagement
Chris Bogan, CEO
Best Practices, LLC
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| 8:45-9:30 AM | Customer-Centricity: Using Client Alignment Strategies To Grow and Retain Customer Relationships
Jeff Heard, VP of Organizational Development
Thomson Reuters
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| 9:30-10:15 AM | Listen, Innovate, Change
Michael Fowler, Virtual Sales Manager
Chad Hall, Virtual Sales
Eli Lilly
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| 10:15-10:30 AM | Cutting Edge Tools and Programs for Tracking Customer Complaints
Networking Break
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| 10:30-11:15 AM | How to Ride Out the Recession with Your Customers
Richard Owen, CEO & Co-author of "Answering the Ultimate Question"
Satmetrix
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| 11:15-12:00 PM | Building Customer Communities and Increasing Customer Loyalty with Web 2.0 and Online Tools
Susan Brown, Chief Marketing Officer
KDH Systems, Inc
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| 12:00-1:00 PM | Tactics for Building a Strong Brand and Delivering on the Promise
Networking Lunch
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| 1:00-1:45 PM | The Ritz-Carlton Gold Standards
Diana Oreck, Vice President of Global Learning and Leadership Center
The Ritz Carlton Leadership Center
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| ROUNDTABLES |
| 2:00-3:15 PM | Facilitated Roundtable Sessions
Roundtable I: Harnessing New Technologies To Gain Customer Access and Insight
Chris Bogan, CEO, Best Practices, LLC
Roundtable II: Best Practices for Customer Relationship Management and Sustained Customer Loyalty
Anna Buhr, Manager, GBC Research Operations, Best Practices, LLC
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| 3:15-3:30 PM | Using Social Media to Establish Strategic Customer Listening Posts
Networking Break
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| 3:30-3:45 PM | Key Take-Aways from Roundtable Sessions
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| 3:45-4:30 PM | The Crowd's Noise Level is Increasing: Understanding User Generated Content and Enhancing its Impact on Your Reputation
Simon Goldberg, Director, Electronic Communications, Corporate Public Affairs
Abbott Labs
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| 4:30-5:00 PM | Lessons Learned from Day One Presentations
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| 5:00-6:30 PM | At Your Leisure
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| 6:30-8:30 PM | Building Customer Loyalty through Employee Empowerment
Offsite Networking Dinner
Stratosphere Hotel
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| WEDNESDAY, FEBRUARY 4
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| 7:00-8:00 AM | Developing Successful Loyalty Methods and Incentives
Networking Breakfast
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| 8:00-8:45 AM | Delivering on a Promise that Fosters Customer Loyalty
Teresa Robinson, Senior Manager, Business Process Excellence
Aflac
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8:45-9:45 AM
| Panel Discussion: Innovative Strategies for Growing & Keeping Your Customer Base in 2009
Dell - William Grundstrom
Eli Lilly - Glenn Moehling
The Forum Corporation - Jessica Pena-Castillo
Key executives will reflect on the past year and share their experiences, as well as thought provoking strategies to succeed in retaining and in many cases recover lost customers through uncertain economic times ahead.
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| 9:45-10:30 AM | Putting the Theory to Work: Successful Methods for Creating Positive Customer Experiences through Customer Knowledge
Ronald Swift, Vice President of Customer Relationship Management
Teradata
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| 10:30-10:45 AM | Developing a Brand Renowned for its Loyalty to Customers
Networking Break
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| 10:45-11:30 AM | Incorporating a Cross-Functional Design & Implementation Approach to Customer Experience
Dann Allen, Senior Manager, Customer Lifecycle Management – Customer Experience
Boost Mobile
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| 11:30-11:45 AM | Lessons Learned from Day Two Presentations
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| 11:45 AM | Closing Remarks
Chris Bogan, CEO
Best Practices, LLC
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MEETING ADJOURNED |
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10th Annual Quality Conference
September 22-24, 2008 - Philadelphia, PA
Speakers & Panelists
Roche
Leveraging Information Technology within Pharma Commercial Operations
Michael Del Priore, VP of Global Sales & Marketing Informatics
Michael will share how a Pharma company can leverage multi-channel marketing to improve efficiency and effectiveness. Different customer interaction channels have different cost models and can be used in a complementary manner to optimize resource allocation and access to doctors.
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FedEx
Quality Driven Management
Kathy Bergeson, FedEx Corporate Advisor/ Service Assurance and Quality
Kathy will elaborate on Fedex's approach to ensuring that all the activities necessary to design, develop and implement a product or service are effective and efficient with respect to the system and its performance. She will also share how they are focused not only on product quality, but also the means to achieve it.
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Sanofi Aventis
Employee Engagement a Tool for Reducing Costs
Kenneth Gordon, Manager Field Communications
Your current talent is one of the biggest assets in a company. Investing in your people can be a huge cost savings to any organization. Communicating to your employees through interactive communication methods helps to engage and retain top talent. Social media is the next corporate communication method and a helpful tool for in reducing costs and retaining talent.
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Hewlett Packard
Reducing Expense While Improving Quality
Wendell Sharpe, WW-Global Delivery Foundation Services, Quality Manager
Almost an oxymoron, reducing the cost of running a business as large as Hewlett-Packard while improving quality is a challenging requirement in the face of economic turndown. In this presentation, we will review how HP is doing just that. HP is reducing expense while improving quality through various Lean Sigma tools and methodologies, with teams throughout HP to develop cost reduction models that check the affects on quality before enacting to ensure the customer’s experience improves.
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Nortel
The Critical Link Between Quality Excellence and Customer Satisfaction
Ellen Bovarnick, Vice President Lean Six Sigma
Ellen's presentation will be focused on the customer satisfaction aspects of quality excellence. She will also elaborate upon the importance of taking the steps towards improving internal processes with the customer in mind. Ellen will also discuss the slightly altered Quality model used by Nortel and share the past, present and future of Nortel's Quality initiatives.
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Dupont
Utilizing Lean and Quality Tools to Improve Processes
Ted Brown, Lean Competency Champion
DuPont is producing profits by investing in improvement resources, rather than following the past practice of an exclusive focus on reducing fixed costs. DuPont is also integrating past improvement efforts into a holistic system at the business level as well as a production system in manufacturing. The history of improvement efforts in DuPont will be described, leading to the logic of the focus in this presentation.
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Infratrac
Cost-Effective Product Integrity
Sharon Flank, Ph.D, CEO
Maintaining the quality of your product is not the only cost challenge: other players can affect your product integrity. Increasingly, your brand can be threatened by supplier shortcuts (as in the heparin case) or downright copying. Counterfeiting threatens your good name in the marketplace, as well as the safety of your customers. Smart brand protection efforts focus on lightweight, adaptable solutions that deter talented, well-funded counterfeiters as well as sloppier copiers. Protecting packaging is insufficient, particularly where repackaging is required for multilingual markets or single-dose administration. One-shot verification can be a key backup for chain-of-custody monitoring, when one questionable link jeopardizes the entire chain. New regulations in the works from the EU, FDA, EPA and various states suggest that nimble, multi-prong approaches offer the best strategic advantages.
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Panel Discussion
The following companies will be participating in panel discussions at this quality excellence conference.
Johnson & Johnson Health Care Systems
David Carey- Director, Business Process Improvement |
BP
Peri Kaae- Manager, Process Excellence, Indirect Procurement |
Boeing
Bill Sacherek- Benchmarking Manager |
Motorola
Bob Yacobellis- Director, MSG Process, Quality, and Metrics (PQM) |
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10th Annual Quality Conference
September 22-24, 2008 - Philadelphia, PA
Full Agenda
| MONDAY, SEPTEMBER 22
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| 6:00-7:00 PM | Welcome Networking Reception
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| 7:00-9:00 PM | Networking Dinner
The Quality Mindset: Developing a Commitment to Quality Across the Company
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| TUESDAY, SEPTEMBER 23
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| 7:00-8:00 AM | Networking Breakfast
Superior Knowledge Management as a Means to Maintain Quality
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| 8:00-8:45 AM | Effective Cost Management through Economic Transitions
Chris Bogan, CEO
Best Practices, LLC
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| 8:45-9:45 AM | Employee Engagement a Tool for Reducing Costs
Rose DeFinis, Manager Field Communications
Sanofi Aventis
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| 9:45-10:45 AM | The Critical Link Between Quality Excellence and Customer Satisfaction
Ellen Bovarnick, Vice President Lean Six Sigma
Nortel
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| 10:45-11:00 AM | Networking Break
Top Quality Challenges for Organizations Today
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| 11:00-12:00 AM | Reducing Expense While Improving Quality
Wendell Sharpe, WW-Global Delivery Foundation Services, Quality Manager
Hewlett Packard
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| 12:00-1:00 PM | Networking Lunch
Measuring the Economic Impact of Quality Efforts in Your Organization
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| 1:00-2:00 PM | Quality Driven Management
Kathy Bergeson, FedEx Corporate Advisor/ Service Assurance and Quality
FedEx
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| ROUNDTABLES |
| 2:00-3:15 PM | Facilitated Roundtable Sessions
Roundtable I:Overcoming the Challenges in Launching Global Systems across Multiple Business Units
Chris Bogan, CEO, Best Practices, LLC
Roundtable II: Savvy Implementation of Diverse Process Improvement Tools
Anna Buhr, Manager, GBC Research Operations, Best Practices, LLC
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| 3:15-3:30 PM | Networking Break
Revitalizing & Adapting the Role of Quality to Increase Organizational Impact
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| 3:30-4:30 PM | Leveraging Information Technology within Pharma Commercial Operations
Michael Del Priore, VP of Global Sales & Marketing Informatics
Roche
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| 4:30-5:00 PM | Key Take-Aways from Roundtable Sessions
Lessons Learned from Day One Presentations
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| 5:00-6:00 PM | At Your Leisure
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| 6:00-8:00 PM | Networking Dinner
Developing Quality Standards Across Global Organizations to Reduce Costs
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| WEDNESDAY, SEPTEMBER 24
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| 7:00-8:00 AM | Networking Breakfast
Customizing the Quality Toolbox for Added Speed and Flexibility
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8:00-9:00 AM
9:00-10:00 AM | Utilizing Lean and Quality Tools to Improve Processes
Ted Brown, Lean Competency Champion
Dupont
Expediting the Identification and Implementation of Process Improvements
Panel Discussion
Motorola
Johnson & Johnson, Health Care Systems
Boeing
BP
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| 10:00-11:00 AM | Cost-Effective Product Integrity
Sharon Flank, Ph.D, CEO
Infratrac
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| 11:00-11:15 AM | Networking Break
Top Quality Practices In Review
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| 11:15-11:30 AM | Take-Away Session and Future GBC Conferences
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| 11:30 AM | Closing Remarks
Chris Bogan, CEO
Best Practices, LLC
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MEETING ADJOURNED |
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10th Annual Leadership Development Conference
June 4-6, 2008 - Sarasota, FL
Speakers & Panelists
3M Worldwide
Developing Leaders at 3M: One Program's Approach
A.J. Josefowitz, Training Manager, ECB & ITB
This presentation will describe 3M's Accelerated Leadership Development Program (ALDP) which will include a description of the target audience, the selection process for participation, and the program's design and content.
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Cardinal Health
Keeping and Growing your Talent in Times of Transition
Cathy Cooney, SVP, Leadership Development & Diversity
In this session Ms. Cooney will share the impact of talent management as it drives growth and business success. We will hear Cardinal has successfully managed to maintain their focus on talent management when faced with simultaneous changes, as well as the benefits to taking multiple approaches to talent management and how it provides flexibility during times of transition.
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The Home Depot
'Action Learning' in Executive Development Programs
John Lawson, Director, Talent Management, Executive Development & Leadership Programs
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Metlife
New Face of the Workforce
Corina Fisher, Senior Human Resources Generalist
Corporate America is facing a breadth of new challenges. For the first time in history, we are challenged with managing four different generations in the workforce. This program will give management a new perspective that begins to unlock the doors to seeing associates as individuals, speaking to their own values and perceptions, including workplace likes and dislikes. By doing so managers gain great advantages in the diverse work environment of today. Many companies are reshaping their workplace by taking advantage of these new insights, which can reap numerous rewards in business outcomes. These insights can enhance the working culture, streamlining the connection to motivation and performance. It is no longer appropriate or effective to assume that all associates are a carbon copy of their neighbor. Nor does it work to treat everyone exactly the same, or to measure perceptions based on our own personal ideals. We will discover that everyone is not exactly the same, with strong and differing opinions of what they want from their job.
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Nationwide Insurance
Strategic Workforce Planning - What You Already Know May Surprise You
David Wendt, Human Capital Researcher
If you ask a room of leaders what Workforce Planning is, you will likely get at least five different answers. In this presentation, we will review one potential framework for thinking about the various definitions of Workforce Planning, ranging from the traditional reactive recruiting mode to strategic human capital planning. With that framework for discussion in place, we can then discuss some data and analysis principles that will help leaders anticipate their future workforce needs.
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Shire Pharmaceuticals
Leveraging Best Practices to Jump Start a company’s Talent Management & Leadership Development Efforts
Peter Klosiewicz, Global Lead & Sr. Director,Talent Management & Leadership Development
This presentation & discussion is based on the first 90 days of the development and delivery of a Global Talent Management (TM) and Leadership Development (LD) architecture and learning model for a fast paced Biotech/ Specialty Pharma. The plan focuses on delivering TM & LD solutions against Shire’s Business Scorecard mandate, which is to “Attract, Develop/ Invest/ and Retain Talent.” The organization views this as a critical enabler and driver necessary to achieve their overall business direction for growth, based on Shire’s M&A strategy.
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Panel Discussion
The following companies will be participating in panel discussions at this leadership development conference.
Johnson & Johnson
Anthony Bretti - Director, Human Resources |
American Red Cross Grand Canyon Chapter
Ken Krueger - CEO |
Genentech
Scott Sansone - Associate Director, Management & Leadership |
WellCare Health Plans
Susan Meister - VP, Talent Development and Retention |
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10th Annual Leadership Development Conference
June 4-6, 2008 - Sarasota, FL
Full Agenda
| WEDNESDAY, JUNE 4
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| 6:00-7:00 PM | Welcome Networking Reception
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| 7:00-9:00 PM | Networking Dinner
Identifying Top Talent: Sharing Winning Approaches and Practices
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| THURSDAY, JUNE 5
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| 7:00-8:00 AM | Networking Breakfast
Leadership Pipelines: Stocking, Growing and Maintaining Talent
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| 8:00-8:45 AM | Leadership Development: The Foundation for Lasting Business Success
Chris Bogan, CEO & President
Best Practices, LLC
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| 8:45-9:45 AM | Keeping and Growing your Talent in Times of Transition
Cathy Cooney, SVP, Leadership Development & Diversity
Cardinal Health
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| 9:45-10:45 AM | Strategic Workforce Planning - What You Already Know May Surprise You
David Wendt, Human Capital Researcher
Nationwide Insurance
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| 10:45-11:00 AM | Networking Break
Talent Planning and Managing Talent in Times of Turbulence
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| 11:00-12:00 AM | Leveraging Best Practices to Jump Start a company’s Talent Management & Leadership Development Efforts
Peter Klosiewicz, Global Lead & Sr. Director, Talent Management & Leadership Development
Shire Pharmaceuticals
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| 12:00-1:00 PM | Networking Lunch
Best Practice Sharing for Leadership Development Programs
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| 1:00-2:00 PM | Developing Leaders at 3M: One Program's Approach
A.J Josefowitz, Training Manager, ECB & ITB
3M
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| ROUNDTABLES |
| 2:00-3:15 PM | Facilitated Roundtable Sessions
Roundtable I: Sales Force & Marketing Leadership Development
Chris Bogan, CEO & President, Best Practices, LLC
Roundtable II: Fast Track Leadership Development
Anna Buhr, Manager, GBC Research Operations, Best Practices, LLC
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| 3:15-3:30 PM | Networking Break
Developing Leaders for Global Work Assignments
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| 3:30-4:30 PM | New Face of the Workforce
Corina Fisher, Senior Human Resources Generalist
Metlife
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| 4:30-5:00 PM | Key Take-Aways from Roundtable Sessions
Lessons Learned from Day One Presentations
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| 5:00-6:30 PM | At Your Leisure
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| 6:30-9:30 PM | Networking Dinner
Using Mentor & Coaching Programs to Support Leadership Development
The Members Beach Club
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| FRIDAY, JUNE 6
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| 7:15-8:00 AM | Networking Breakfast
Linking Talent Strategy to Business Objectives
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| 8:15-9:15 AM | 'Action Learning' in Executive Development Programs
John Lawson, Director, Talent Management, Executive Development & Leadership Programs
The Home Depot
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| 9:15-10:15 AM | Recruiting, Training, and Retaining Key Talent
Panel Discussion:
Johnson & Johnson, Anthony Bretti, Director of Human Resources
Genentech, Scott Sansone, Associate Director, Management & Leadership
American Red Cross Grand Canyon Chapter, Ken Krueger, CEO
WellCare Health Plans, Susan Meister, VP Talent Development and Retention
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| 10:15-10:30 AM | Networking Break
Best Practices in Recruitment
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| 10:30-11:00 AM | Take-Away Session and Future GBC Conferences
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| 11:15 AM | Closing Remarks
Chris Bogan, CEO
Best Practices, LLC
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MEETING ADJOURNED |
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10th Annual Customer Experience Conference
February 25-27, 2008 - Phoenix, AZ
Speakers & Panelists
Toyota
Rejecter Studies: Building Customer Loyalty, Retention And Advocacy
Ron Broughman, Corporate Manager, Sales
In this case study, Ron Broughman, Corporate Manager, from Toyota Motor Sales USA presents the success story of a strategic customer experience tool undertaken to drive increased sales, close rates and customer advocacy by retailers.
• Impact and results of rejecter studies on manufacturers and dealers
• Identifying customer shopping patterns: Why customers shop and purchase from a dealership
• Impact of “time” on customer experience
• Understanding the direct correlation between shopper satisfaction and close rates.
• Building greater loyalty, retention and loyalty through customer treatment
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Hewlett Packard
Achieving Results through Business Performance Chain
Gina Chen, Program Manager, Corporate Marketing
Hewlett-Packard takes customer experience seriously because they know superior customer experience leads to business results. HP Business Performance Chain helps identify and prioritize the processes that have a quantifiable impact on customer loyalty and related financial performance. Investments and improvements in areas identified through BPC led to proven business successes.
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IBM
User Centered Design: What companies should do -- but most don't
Darryl Turner, Vice President Client Advocacy
Build it and they will come. That's the expectation of companies when they build a Web site or any application you expect clients to use. But what's the customer experience once they get there? Too often, that experience is less than stellar, and users get frustrated because they can't easily navigate through the site or understand the content once they get there. That's why it's critical for companies to get users involved early in the development cycle -- to avoid the pitfalls of not meeting customer expectations. In this session, Darryl Turner discusses best practices at IBM that ensure positive customer experiences.
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Orbitz Worldwide
The Changing Face of Branding
Randy Susan Wagner, Chief Marketing Officer
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Wells Fargo
Enhancing Customer Loyalty at the Call Center
John Getz, Senior VP & Marketing Manager
Creating the total customer experience in any company is no easy task. However, Johnson & Johnson has experienced tremendous success in creating effective steps to achieving this goal, with the priority of reaching full customer engagement at the top of their list. Mark Suseck will present views of the total customer experience from a clear and defined marketing strategy as well as the end results of customer satisfaction and loyalty.
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Johnson & Johnson
Transforming the Total Customer Experience to Build Profitable Relationships
Mark Suseck, Executive Director
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Intuit Inc.
Making or Breaking Customer Loyalty During Product Launch
David Conn, Senior Program Manager
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CNH Global
Making or Breaking Customer Loyalty During Product Launch
John Cooper, Manager Call Center
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Panel Discussion
The following companies will be participating in panel discussions at this customer experience conference.
Intuit
Dave Conn - Senior Program Manager |
Pfizer
Steve Rynkowski - Former Senior Director, Sales Communication |
CNH Global
John Cooper - Manager Call Center |
Teradata
Ron Swift - VP, Customer Relationship Management |
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10th Annual Customer Experience Conference
February 25-27, 2008 - Phoenix, AZ
Full Agenda
| MONDAY, FEBRUARY 25
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| 6:00-7:00 PM | Welcome Reception
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| 7:00-9:00 PM | Dinner
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| TUESDAY, FEBRUARY 26
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| 7:00-8:00 AM | Breakfast Buffet
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| 8:00-8:30 AM | Welcome and Opening Remarks: 5 Issues that Challenge Call Centers Across Industries
Chris Bogan, CEO
Best Practices, LLC
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| 8:30-9:30 AM | Building Customer Loyalty, Retention And Advocacy
Ron Broughman, Corporate Manager, Sales
Toyota
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| 9:30-10:30 AM | Achieving Results through Business Performance Chain
Gina Chen, Program Manager
Hewlett Packard
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| 10:30-10:45 AM | Networking Break
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| 10:45-11:45 AM | User-centered Design: What Companies Should Do -- But Most Don't
Darryl Turner, VP Client Advocacy
IBM
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| 11:45-1:00 PM | Lunch and Cell Phone Break
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| 1:00-2:00 PM | The Changing Face of Branding
Randy Susan Wagner, Chief Marketing Officer
Orbitz
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| ROUNDTABLES |
| 2:00-3:15 PM | Facilitated Roundtable Sessions
Roundtable I
Chris Bogan, CEO, Best Practices, LLC
Roundtable II
Anna Buhr, Manager, GBC Research Operations
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| 3:15-3:30 PM | Networking Break
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| 3:30-4:30 PM | Enhancing Customer Loyalty at the Call Center
John Getz, SVP & Marketing Manager
Wells Fargo
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| 4:30-5:00 PM | Key Takeaways from Roundtable Sessions
Lessons Learned from Day One Presentations
Best Practices, LLC
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| 5:00-6:15 PM | At Your Leisure
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| 6:15-9:30 PM | Networking Reception and Dinner @ Desert Foothills Cookouts
Enjoy great music, a campfire and mouth-watering cuisine at Arizona's finest outdoor cookout!
Coach departs @ 6:30 pm
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| WEDNESDAY, FEBRUARY 27
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| 8:00-9:00 AM | Breakfast Buffet
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| 9:15-10:15 AM | Panel: Discussion
Making or Breaking Customer Loyalty During Product Launch
Intuit
CNH Global
Pfizer
Teradata
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| 10:15-10:30 AM | Break
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| 10:30-11:30 AM | Transforming the Total Customer Experience to Build Profitable Relationships
Mark Suseck, Executive Director
Johnson & Johnson
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| 11:30-12:00 PM | Take-Away Session and 2008 GBC Meetings
Best Practices, LLC
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| 12:00 PM | Closing Remarks
Chris Bogan, CEO
Best Practices, LLC
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