Welcome to San Antonio, Texas! TABLE OF CONTENTS Conference Schedule . . . . . . . . . . .2 Session Descriptions . . . . . . . . . . .5 Learning Lounge . . . . . . . . . . . . .14 Solutions Showcase. . . . . . . . . . .15 Sponsors. . . . . . . . . . . . . . . . . . .19 Innovation Hall Floor Plan . . . . . .21 Innovation Hall Hours . . . . . . . . . .21 Industry Partners . . . . . . . . . . . . .22 Conference Venue Map . . . . . . . .27 Presenters . . . . . . . . . . . . . . . . . .28 Award Winners. . . . . . . . . . . . . . .30 ICE Accredited Services . . . . . . . .31 CAE Hours . . . . . . . . . . . . . . . . . .31 Board of Directors . . . . . . . . . . . .32 NCCA Commissioners . . . . . . . . .32 Program Committee . . . . . . . . . . .32 ICE 2015 Webinars and Workshops . . . . . . . . . . . . . .33 Notes . . . . . . . . . . . . . . . . . . . . .35
Thank you for joining us for the 2014 ICE Exchange! We are pleased to welcome you to beautiful San Antonio, Texas and are thrilled to present you with an enhanced learning environment where you’re sure to walk away with fresh ideas, perspectives, and contacts. After the success of last year’s conference, the ICE Exchange is back and better than ever. You can choose from a vast selection of educational sessions, plus indepth pre-conference workshops to enhance your professional growth. Speakers from across North America will share their expertise on a variety of engaging topics. ICE is especially excited to welcome two keynote speakers this year: Opening Keynote Presenter, Scott Deming is a nationally recognized speaker, trainer and consultant with over thirty years of real, in the trenches business experience. He will engage us in a conversation about rethinking our customer experience process to ensure success in tackling the challenges we face in moving our programs to the next level of service. Closing Keynote Speaker Steve Miranda will explore the opportunities and pitfalls of data mining as well as specific do’s and don’ts associated with the collection and interpretation of “big data.” The Learning Lounge is back this year, designed with areas for peer-to-peer learning and featuring mini-presentations by invited experts, an ePoster gallery, and much more – don’t forget to stop by! Stay up-to-speed on conference events and announcements through the new 2014 ICE Exchange mobile app. This easy-to-use app will update you on conference activities in real-time. Find sessions, the schedule of events, and speaker information at the click of an icon! If you have questions throughout the conference, please stop by the registration desk or the ICE booth where a staff member will gladly assist you. We hope you enjoy San Antonio while discovering new ideas and celebrating our critical role in the credentialing industry. Thank you for helping make the 2014 ICE Exchange a success! We hope you enjoy the conference,
Sara Blair Lake, JD, CAE ICE Program Committee Chair
November 11-14, 2014 | San Antonio, TX | 3