| 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 |