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10th Annual Customer Experience Conference
Logistics
Using Quality to Improve the Customer Experience
February 25-27, 2008
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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MEETING ADJOURNED |
Travel Information:
Airport Information:
Sky Harbor International Airport
http://phoenix.gov/skyharborairport/airlines_flights/index.html
General Information:
http://www.ritzcarlton.com/en/Properties/Phoenix/Destination/GeneralInformation/Default.htm
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