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UNbeatable Value… 3 days, 1 travel spend, 4 conferences, for the price of 1! GRAND HYATT • SAN FRANCISCO, CA

JULY 27-29, 2009

CUSTOMER,UNinterrupted Next-generation strategies for owning the customer experience across all channels.

CONTACT CENTERS

SELF-SERVICE

LEADERSHIP STRATEGIES

CUSTOMER INSIGHT

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UNparalleled Insights from…

Brett D. Yormark

President & CEO NJ NETS SPORTS & ENTERTAINMENT

Mark Guerette

John Birrer

Director,e-Commerce (Ask Jenn) Senior Vice President,Customer Service ALASKA AIRLINES Operations,T-MOBILE USA

Ed LaClair

Vice President,Service Operations CIGNA DENTAL AND VISION CARE

Bob Pearson Vice President,Communities & Conversations DELL

Michael Chen President & CEO GE MEDIA, COMMUNICATIONS & ENTERTAINMENT

Steven Wetzel

Chief Information Officer MARICOPA COUNTY, AZ

Jeffrey VanDeVelde

Senior Vice President, Senior Customer Experience Strategist WACHOVIA

Lynn Hunsaker

The Importance of Customer Experience in a Down Economy

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UNparalleled Value

28 11

Case Presentations from Corporate Leaders

Customer Champion Award Winners

9

Organized Networking Opportunities

8

Revealing Sessions on Operating in the New Economy

6 5 4

Find YOUR balance between cost containment and greater customer connectivity across ALL channels . Customer service is an investment…not an expense. But with tightening budgets and increasing accountability, it’s critical to find out what ‘fulfillment’ means to each individual customer. Understanding how the customer wants to be approached and through which contact channels can redefine YOUR nextgeneration of profitable customer connections. “You can’t predict what door the customer wants to enter. So open ALL of them and make them work together well”- Past presenter Terry Jones, Founder, Travelocity. We can’t agree more. That’s why we’re bringing together four marquis customer conferences in one event. Customer, UNinterrupted is a senior level forum for customer operations career professionals to develop and execute a strategy for delivering consistent service experiences across multiple channels. CONTACT CENTERS IN THE NEW ECONOMY: Move from Call Centers to Cost Reduction Centers with a focus on metrics and profitable solutions. CUSTOMER SELF-SERVICE: Drive customer conversations online with chat, e-commerce, web 3.0, communities.

Facilitated Roundtable Discussions

ACHIEVING CUSTOMER SERVICE EXCELLENCE: Be the best by learning from best: Award winning “Customer Champions”. INTERACTIVE LEADERSHIP FORUM: Build a trusted peer community with interactive on-site group challenges.

Interactive On-Site Group Challenges

Customer Conferences for the Price of One

3

Hot Topic Sessions for Up-to-the Minute Info

2

Hands-On Half-Day Workshops

1

Event That Has it All!

“If you believe you can learn more from a textbook or from just talking to a manager, you’re going to make lots of mistakes and annoy a lot of employees”Customer, UNinterrupted presenter & 1to1 Media Customer Champion, Boyd Beasley, Electronic Arts. Right again. We understand that success can’t be achieved alone. It happens through authentic, UNcensored discussions. That’s why we designed the program to attract leaders who will meaningfully contribute to the conversation. “We go out of the box to make sure we’re connecting with customers to make sure we treat them how they want to be treated.”- Customer, UNinterrupted presenter & Customer Service Institute of America’s International Customer Service Manager of 2008, Jane Judd, Zappos. Are YOU thinking next-generation in your customer strategy?…Or still playing it safe? In challenging economic times, understanding your customers to create WOW experiences will serve as your differentiator and increase your value proposition. Join us this July to gain the strategic insights and leadership strength you need to find success.

Kelly Potanka Conference Director, IIR

Kim Rivielle Managing Director, IIR

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TO REGISTER

CALL

888.670.8200

FAX

941.365.2507

EMAIL

register@iirusa.com


Create Your Own Cross-Channel Agenda PRE-CONFERENCE DAY ACTIVITIES: Monday, July 27th CONTACT CENTERS IN THE NEW ECONOMY (move to cost reduction centers!...)

8:45 The Importance of the Customer Experience in a Down Economy: Customer Experience Improvement on a Shoestring Budget, ClearAction 9:30 Linking and Replacing Disparate Applications & Closing the Customer Feedback Loop United Parcel Service 10:15 AM Networking & Snack Break 10:45 Controlling Costs and Improving Performance, Hilton Hotels 11:30 Customer Operations Hot Topic! 12:15 Lunch for Symposium Attendees 1:30 Identifying Operational Metrics for Critical Benchmarking, Duke Energy

9:00-12:15 AM Workshop Harnessing Your Energy as a Leader to Transform Your Business from the Core Jenny Fenig Coaching

2:15 Use New Technology to Decrease Cost while Increasing Employee Productivity and Satisfaction Levels 12:15-1:30 Lunch OR Abbott Diabetes Care 1:30-4:45 PM Workshop 3:00 PM Networking & Snack Break Create YOUR Personalized 3:30 Home-Shoring: A Growing Trend Customer-Facing Operations in Staffing the Contact Center, Action Plan, Georgia Power, Gray and Associates Driva Solutions 4:15 Let the Customer Drive to get you Where you Want to Go: Improved Call Center Satisfaction AND United Cost Reductions, CIGNA Dental and Vision Care 5:00 Close of Symposium

MAIN CONFERENCE DAY ONE: Tuesday, July 28th ••••••••••••••••• KEYNOTES (create customer WOW across all channels!...) •••••••••••••••••••

8:45 Branding Yourself and the “4 I’s” Customer Model, Michael Chen, President and CEO GE Commercial Finance, Media, Communications & Entertainment 9:30 Organizational Transformation – Coaching Employees for Service Success John Cushman, Vice President, eSales & Service, AT&T

10:15 Morning Networking Break 10:45 Shredding 12 Fatal Illusions that Destroy Success James R. Lucas, Author, Fatal Illusions, President & CEO, Luman International 11:30 Experience it Yourself: Your Solutions, In Action 12:00 Lunch for Customer, UNinterrupted attendees 1:15 Three Concurrent Focus Areas Begin

CUSTOMER SELF-SERVICE CUSTOMER SERVICE EXCELLENCE INTERACTIVE LEADERSHIP FORUM (let the customer lead you!...) (and the award goes to!...) (get hands on!...) 1:30 Implementing Award Winning 1:30 Your Interactive Group 1:30 Transform your Customer Service Excellence Initiatives to Interactions through Strategic Challenge: Designing Multi-Channel Communications Drive Brand Loyalty, Whirlpool Customer Experiences for Virgin Mobile USA “The New Frugals”, Wachovia 2:15 Straight Talk: Empowering 2:15 Purposeful Innovation as a Employees and Customers to Brand Dimension Reveal the Good, the Bad, and Alaska Airlines the Ugly, Electronic Arts •••••••••••••••••••••••••••••••••• 3:00 Afternoon Networking Break •••••••••••••••••••••••••••••••••• 3:30 Are You Ready to Better Serve 3:30 Customer Operations Hot Topic! 3:30: Your Interactive Group Challenge: Build your On-Site Community the Next Generation of Big 4:15 Proactive Customer Initiatives: & Develop Industry Specific Spenders with Self-Service Taking Responsibility for Action Plans, T-Mobile USA, Technologies? Owning Customer Experience Kiehl’s, Hilton Reservations and Convergys Corporation JetBlue Airways Customer Care, CVS/Caremark 4:15 How do we Seamlessly Service 4:15: Your Interactive Group Challenge: the World? Improving the Multi-Channel Customer Global Customer’s Experience Insight Immersion, Wells Fargo Wells Fargo Bank ••••••••••••••••••••••••••••••••••••• 5:00 Close of Day One •••••••••••••••••••••••••••••••••••••••

MAIN CONFERENCE DAY TWO: Wednesday, July 29th ••••••••••••••••• KEYNOTES (create customer WOW across all channels!...) •••••••••••••••••••

8:45 New Thinking for a New Environment: How Dell Uses Communities & Conversations to Create Customer Partners, Bob Pearson, Vice President, Communities & Conversations, Dell 9:30 Getting it Right for the Customer…Real-Time: Creating Branded Customer Experiences at Critical Moments of Truth, Jeffrey VanDeVelde, Senior Vice President, Senior Customer Experience Strategist, Wachovia

10:15 Morning Networking Break 10:45 Re-Inventing your Culture and Transforming your Business into a Customer-Centric Enterprise, Brett D. Yormark, President & CEO, NJ Nets Sports & Entertainment 11:30 Candid Conversations for Real Time Solutions 12:15 Lunch for Customer, UNinterrupted attendees

CUSTOMER SELF-SERVICE CUSTOMER SERVICE EXCELLENCE INTERACTIVE LEADERSHIP FORUM (let the customer lead you!...) (and the award goes to!...) (get hands on!...) 1:15 Customer Self-Service – 1:15 Empowering your Reps and 1:15 Your Interactive Group See You Online, Not In Line Generating Customer Confidence Challenge: Becoming a True Maricopa County Zappos Customer Leader Kohl’s Department Stores 2:00 How Best Buy has Shifted the 2:00 The Power of Positive Word of Customer Conversation Mouth on Customer Growth 2:45 Customer Operations Hot Topic! Online to Positively Impact the Bath & Body Works Bottom Line, Best Buy 2:45 Striking a Balance between 2:45 The Verizon Call Deflection Operational Efficiency and Strategy to Solve Your Customer’s Customer Care Strategy eSupport Requirements Cricket Communinations Verizon Wireless ••••••••••••••• 3:30 Close of Conference & Start of UNinterrupted Customer Connections! •••••••••••••••••

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UNbeatable Speakers TRAVEL & HOSPITALITY Mark Guerette, Director, e-Commerce, Alaska Airlines Scott Besselievre, Director, Customer Commitment, JetBlue Airways Tim Cook, Vice President, North American Reservations, Hilton Reservations & Customer Care, Hilton Hotels TELECOMMUNICATIONS John Birrer, Senior Vice President, Customer Service Operations, T-Mobile USA John Cushman, Vice President, eSales & Service, AT&T Judith K. Ferrell, Verizon.com Center of Excellence, eSupport Group Manager, Verizon Wireless Park Shukla, Director, Interactive Multi-Channel Marketing, Bell Percy Hoffmann, Director, Call Center Operations, Cricket Communinations Ted Vagelos, Vice President, Customer Management & Communications, Virgin Mobile USA HEALTHCARE & PHARMACEUTICALS Ed LaClair, Vice President Service Operations, CIGNA Dental and Vision Care Kelly A Cotoni, Customer Service Operations North America, Abbott Diabetes Care RoseMarie Donzanti, Vice President of Customer Care, CVS/Caremark ENTERTAINMENT & GAMING Boyd Beasley, Senior Director, Customer Support, Electronic Arts Brett D. Yormark, President & CEO, NJ Nets Sports & Entertainment Michael Chen, President and CEO, GE Commercial Finance, Media, Communications & Entertainment FINANCIAL SERVICES Craig Drevecky, Vice President/IFS Customer Support Manager, Wells Fargo Online, Delivery & Service, Wells Fargo Gary Class, Senior Vice President, Wells Fargo Jeffrey VanDeVelde, Senior Vice President, Senior Customer Experience Strategist, Wachovia CONSUMER GOODS & RETAIL Cammie Cannella, Assistant Vice President, Global Education Development, Kiehl’s Jane Judd, Senior Contact Center Manager, Customer Loyalty Team, Zappos Patti Crowley, Director, Customer Experience, Bath & Body Works Jim Nagle, Vice President, Call Center Operations, Kohl’s Department Stores Lynn Holmgren, Vice President and General Manager, Customer Care, Whirlpool Scott McIntyre, Director, Multi-Channel Development, Best Buy ENERGY & BUSINESS SERVICES Bob Pearson, Vice President, Communities & Conversations, Dell Dave Spedden, Director, CRM Services & Technology, United Parcel Service Harvey Ellis, Customer Care Operations, Georgia Power Steven Wetzel, Chief Information Officer, Maricopa County Larry Eiser, Vice President, Contact Centers, Duke Energy AUTHORS & THOUGHT LEADERS Ann Gray, Senior Contact Center Consultant, Gray and Associates Bill Price, former Vice President, Global Customer Service, Amazon.com, co-Author, The Best Service is No Service, President & Founder, Driva Solutions James R. Lucas, Author, Fatal Illusions, President & CEO, Luman International Jenny Fenig, Accredited Energy Leadership Coach & President, Jenny Fenig Coaching Lynn Hunsaker, Customer Experience Strategist, ClearAction, Author, The Importance of Customer Experience in a Down Economy

www.CustomerUNinterrupted.com

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Monday 07.27.09

PRE-CONFERENCE DAY ACTIVITIES

FULL DAY SYMPOSIUM: Contact Centers in the New Economy 8:45 The Importance of the Customer Experience in a

10:45 Controlling Costs and Improving Performance

Down Economy: Customer Experience Improvement on a Shoestring Budget

In the current environment, it is more important than ever for Contact Centers to control costs while at the same time improving overall all performance levels. Find out how they keys to success behind Hilton Hotels’ dramatic improvements with their Hilton@Home Program. Hilton@Home was a true win/win–with better qualified and better quality employees, increased Customer evaluations and quality assurance scores, and, overall happier customers & employees.

As economic cycles change, customer experience strategies must adapt to evolving realities. Customer experience management (CEM) creatively uses existing data and processes to propel customer experience improvement without a big budget. CEM grows revenue -but more importantly, sustainable profitability -- by preventing customer hassles, wasted costs, and customer churn. It goes beyond typical CRM and customer satisfaction surveys with practical tools that can be used to help employees organization-wide to 'live the brand'. This is essential to consistently delivering brand promises made in formal advertisements, as well as informal brand messages.

Walk away with tips on: • Reduce recruiting costs • Reduce payroll costs

• Improve retention • Improve scheduling efficiency

Tim Cook, Vice President, North American Reservations, Hilton Reservations & Customer Care, HILTON HOTELS

Learn how to: • Extend your CRM & survey process into high value-add CEM strategies • Measure the right things to successfully move the market results needle • Motivate sustained momentum in customer experience improvement

11:30 Customer Operations Hot Topic! We’ve reserved this time slot to allow for the most up to the minute Customer content you need to hear about at the time of the event. Is there a recent newsworthy event, breakthrough, or case study we missed that you need to learn more about? Let us know! Contact Lisa Deutsch, Business Development Manager, at ldeutsch@iirusa.com.

Lynn Hunsaker, Customer Experience Strategist, CLEARACTION Lynn’s CEM thought leadership is published in OgilvyOne's Customer Futures publication "The Importance of Customer Experience in a Down Economy" and in the Association of Support Professionals' publication "The Great Customer Experience". She is author of the handbook "Metrics You Can Manage For Success" and has been honored by CustomerThink.com as blogger of the month.

12:15 Luncheon for Symposium Attendees 1:30 Identifying Operational Metrics for Critical Benchmarking With the economy on the decline, more accountability is being required from contact centers. But how do you strike the right balance between the cost side and service side? This panel debates the crucial metrics of you must measure, both internally (as needed to run the business) AND externally (needed to validate internal metrics such as VoC and Customer Satisfaction). Challenge yourself to understand what should be measured, versus what can be measured, to brainstorm what metrics we are missing, and to think beyond the standard dashboard to create metrics that are truly relevant to you current business initiatives.

9:30 UPS’s Enterprise Contact Management System:

Linking and Replacing Disparate Applications & Closing the Customer Feedback Loop How well are you capturing customer information; contacts, messages, requests, complaints? Better yet, how good are you at keeping the promises you made for follow-up and resolution? With acquisitions, disparate call center applications, and call centers all over the world, many organizations struggle to achieve the visibility needed to improve the customer experience. This session reviews strategic direction & execution of a global Enterprise Contact Management system across all key business units for UPS.

Panelists: (visit our website for an up-to-date list)

Larry Eiser, Vice President, Contact Centers, DUKE ENERGY 2:15 How Abbott Used New Technology to Decrease

Key learning points include: • Managing groups downstream that need to get back to the customer after a problem (or just to return a call about service) • Driving changes to your Corporate scorecard and operations behavior • Creating a central repository of customer contacts and cases available to be mined • Learning from customer feedback and building trust and loyalty

Cost & AHT While Increasing Employee Productivity and Satisfaction Levels From late 07-08, Abott Diabetes care implemented several technology updgrades- including agent desktop knowledgebase, agent database (electronic overview of all agent performance points), agent desktop electronic training management system, and call monitoring systems for voice & data. These items were expected to be cost savings to decrease AHT and increase productivity, crucial to the medical device technical support call center with extremely high standards for to maintain excellent documentation standards as well as call quality scores. This session delivers an overview of the call center prior to these implementations, specific goals hoped to achieve with the implementation, the KPI then and now, and the exponential benefits felt by the management team.

Dave Spedden, Director, CRM Services & Technology, UNITED PARCEL SERVICE 10:15 Morning Networking & Refreshment Break

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TO REGISTER

CALL

888.670.8200

FAX

941.365.2507

EMAIL

register@iirusa.com


AM WORKSHOP

(move to cost reduction centers!...) • Unexpected benefits was the decrease to attrition and increase in employee satisfaction • Achievement & measurable goals/KPI experienced from late 07-08 • Development of strategy and process with Furst Person • Recruiting certification of ICT Management • Employee Surveys to identify root causes of agent attrition

Kelly A. Cotoni, Customer Service Operations North America, ABBOTT DIABETES CARE 3:00 Afternoon Networking & Refreshments Break

3:30 Home-Shoring: A Growing Trend in Staffing the

Contact Center Economic, environmental, and employee satisfaction considerations are driving Home-Shoring discussions among contact center planners. Many organizations are preparing for Remote Work programs that will increase the number of successful remote agents currently estimated at 300,000. Launching and managing a Home-Shoring program can be a daunting task! Success depends on thorough planning, appropriate technology, and solid management. Using a combination of Best Practices and Lessons Learned from a successful program, presenters will discuss: • Economic, environmental, & employee satisfaction considerations that can drive the business case for remote workers • Critical components of a Remote Work Program (Strategy; Technology; Leadership & Operations Management; Processes; Policies; Procedures; Training; and, Measurements) • Core competencies required for managers and the crucial role they play in the success of the program

Harvey Ellis, Customer Care Operations, Georgia Power Ann Gray, Senior Contact Center Consultant, GRAY & ASSOCIATES 4:15 Let the Customer Drive to Get You Where You Want to Go: Improved Call Center Satisfaction AND Cost Reductions Map a direct route to greater satisfaction using the Voice of the Customer. Letting the customer drive gets you where you want to go – faster and more efficiently. Like a GPS unit in your car guides you to your destination maneuvering detours along the way, similarly you can evolve your Voice of the Customer (VOC) program to lead your organization to the ultimate destination of exceptional customer satisfaction. Learn how CIGNA Dental continuously fine-tunes their VOC program to drive improved satisfaction & loyalty to their nearly 11 million members, while delivering meaningful unit cost reductions. • • • •

Learn how to build and evolve your voice of the customer program Use data to fuel operational improvements that get amazing results Accelerate change at the agent level to delight customers Draw the correlation between call center satisfaction, problem resolution and customer loyalty

Ed LaClair, Vice President Service Operations, CIGNA DENTAL AND VISION CARE 5:00 Close of Pre-conference day

Harnessing Your Energy as a Leader to Transform Your Business from the Core (9:00 - 12:15) A Gallup poll revealed that more than 50% of people would leave their jobs tomorrow if they could. The main reason cited? They don’t like their managers. Because most organizations are set up in a hierarchy, workers and managers often feel at odds and in competition with each other. For employees, this can create a sense of separation from management and the organization. This leads to a “take care of me first” attitude, and a sense of entitlement, which not only creates their desire to leave their jobs, but also adds stress to those who manage them. When your workforce is the face of your business to your valuable customers, you can’t afford to be leading a disgruntled, disengaged and disconnected team (especially in the current economic climate). It’s essential that you are a powerful leader - one who creates in others inspiration, not perspiration. How? Through harnessing your energy as a leader. Energy LeadershipTM is the process that develops a personally effective style of leadership that positively influences & changes not only yourself, but also those with whom you work and interact, as well as your organization as a whole. Sign up to attend this workshop and you’ll receive a personal assessment of your Energy Leadership Index (ELI), a one-of-a-kind snapshot that enables you to hold up mirrors to your perceptions, attitudes, behaviors, and overall leadership capabilities. The benefits of raising your overall energy leadership level are many: • Inspiring and motivating those around you • Feeling a greater sense of purpose • Resonating at a higher level of energy, which will help you get more done in less time, and also attract success to you • Making quick and accurate decisions & Reducing stress • Increasing your engagement on the job & your ability to engage others • Accessing your personal genius



Jenny Fenig, Accredited Energy Leadership Coach & President, JENNY FENIG COACHING WORKSHOP ATTENDEES SPECIAL OFFER: Jenny Fenig adds further value to your workshop by offering you a 45-minute customized Energy Leadership debrief once you return to the office. The realizations you’ll gain from the Energy Leadership assessment & debrief process will change the way you view your world.

PM WORKSHOP Create YOUR Personalized Customer – Facing Operations Action Plan (1:30 - 4:45) With customer satisfaction & customer loyalty levels flat or declining in most industries, companies are scrambling to find solutions that meet short term necessities and provide lasting change. Help your company achieve the delicate balance between cost containment and greater customer loyalty via their contact centers, self-service, and other customer-facing operations. Over the three day conference, you’ll hear a variety of dynamic presentations and learn the latest ins and outs of self-service, callcenters, and next-generation strategies. But how are you going to prepare yourself to apply this knowledge to your own organization’s strategy? Let’s put it all together. In this interactive session, formulate your action plan for the challenges you face today. Probe deeper, connect the parts and find out what is missing in your strategy.

Bill Price, former Vice President of Global Customer Service, AMAZON.COM, co-Author, The Best Service is No Service, President & Founder, DRIVA SOLUTIONS

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CUSTOMER,UNinterrupted

TUES DAY – 07. 28. 09

BRANDING YOURSELF & THE “4 I’S” CUSTOMER MODEL Michael Chen, President and CEO, GE MEDIA, COMMUNICATIONS & ENTERTAINMENT

(Tuesday 8:45)

Use your personal brand to build a long-term relationship with your customers. Through a willingness to listen to your customers' needs and “be there with the customer, ” the “4 I’s” model gives a foundation for building this relationship. Find out how Michael Chen’s “4 I’s” approach to your personal brand can help you win the trust and business of your customers for the long-term. Key Learnings: • Being responsible and honest with the customer • Understanding the needs of the customer

• Adding value beyond just the product or service you’re providing • Making the customer excited to do business with you in the future

ORGANIZATIONAL TRANSFORMATION – COACHING EMPLOYEES FOR SERVICE SUCCESS John Cushman, Vice President, eSales & Service, AT&T

(Tuesday 9:30)

Over time, even high-achieving organizations need to keep employees refreshed and invigorated. Encouraging employees to take ownership of their career path, while offering opportunities for skills enhancement, can revitalize an organization that on the surface may not look like it has changed much. Key Learnings: •“Freedom to fail”– Encourage employees to take a chance and learn from mistakes. • Shake up the status quo, even if your team is winning – employees in new roles offer up new perspectives for success. • Survey your employees, benchmark, and create an improvement plan. • Utilize 2.0 tools such as discussion forums and Wikis for intra-team communication. • LISTEN – even the most experienced expert can learn something valuable from a novice. Morning Refreshments & Networking Break (10:15)

(Tuesday 10:45)

SHREDDING THE 12 FATAL ILLUSIONS™ THAT DESTROY SUCCESS James R. Lucas, Author, President & CEO, Luman International



“The main thing we need is more information/ resources/ training/ innovation/ teamwork.” Nonsense. The main thing we need is truth. And yet all organizations are to one degree or another reality impaired – some fatally. Organizations spend an unbelievable amount of time and energy attempting to treat symptoms because facing the core issues or the truth is hard. Our pride, our self-images, and our plans are all affected when we know we need to stop painting a rotting wall. The goal is to face reality so that we can design both truth-based customer strategies and reality-embracing teams that deliver a compelling customer experience. Presenting on his book Fatal Illusions, Jim Lucas establishes the critical need for nextgeneration leaders to face and align with reality, while revealing the major illusions that have significant power to harm your organization and foil your success. Jim Lucas is the author of six books on leadership and cultural design: Fatal Illusions, High-Performance Ethics, The Passionate Organization, Passionate Lives & Leaders, Balance of Power, and Managing in a World of Paradox.

(Tuesday 11:30)

EXPERIENCE IT YOURSELF: YOUR SOLUTIONS, IN ACTION

The perfect customer operations strategy can’t always be developed or executed all on your own. We’re bringing you a showcase of 5 minute rapid-fire demonstrations from today’s leading strategy, service and technology providers. Before you walk around our solution showcase – get a sneak peak at all the latest solutions being offered to effectively target your approach.

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TO REGISTER

CALL

888.670.8200

FAX

941.365.2507

EMAIL

register@iirusa.com


KEYNOTES

WEDNES DAY – 07. 29. 09

NEW THINKING FOR A NEW ENVIRONMENT: HOW DELL USES COMMUNITIES & CONVERSATIONS TO CREATE CUSTOMER PARTNERS Bob Pearson, Vice President, Communities & Conversations, DELL

(Wednesday 8:45)

The number of online users, communities, and conversations is growing exponentially every minute. All of these participants are your current or potential customers, and they’re forming opinions about your company and your products- with or without you. It’s time to join the conversation. Dell embarked on a strategy to engage in relevant online conversations with their customers (24/7…world wide…in all major languages), with a focus on being both transparent and truthful. Through participating in blogs and online debates, Dell encouraged real-world (and real-time) consumer ideas, feedback, dialogue and input. The results? They receive thousands of new, peer-based solutions/ideas, experience decreased call volume, anticipate customer needs/complaints for proactive initiatives, and, most importantly, leave their customers feeling empowered.

GETTING IT RIGHT FOR THE CUSTOMER…REAL-TIME: CREATING BRANDED CUSTOMER EXPERIENCES AT CRITICAL MOMENTS OF TRUTH

(Wednesday 9:30)

Jeffrey VanDeVelde, Senior Vice President, Senior Customer Experience Strategist, WACHOVIA In today’s difficult economy, your ability to maximize investments in brand communications has never been more critical. One way to ensure this is to align both the brand communications and the customer experience in a way that optimizes the impact on the audience. Creating these branded customer experiences will result in long-term brand value, which positively impacts customer loyalty and profitability. As your organization looks to create value in today's cluttered marketplace, learn how brand strategy and customer experience innovation go hand-in-hand to meet the need for branded customer experiences. • Become more strategic about branding, experience design, & value creation. • How do you know if you are getting it right for the customer: real-time.

• Use the brand to guide innovation. • Identify the jobs to get done for customers.

Morning Refreshments & Networking Break (10:15)

RE-INVENTING YOUR CULTURE AND TRANSFORMING YOUR BUSINESS INTO A CUSTOMER-CENTRIC ENTERPRISE Brett D. Yormark, President & CEO, NJ NETS SPORTS & ENTERTAINMENT

(Wednesday 10:45)

With a determination to re-invent the culture of Nets Basketball by placing customer service & visitor retention at the core of the business, Brett Yormark transformed the Nets into a fan-centric enterprise. From the outset of his appointment, in January 2005, his one stated mission was to make the Nets the most fan-friendly and accessible franchise. The result: The most successful business years in team history. In the first 2 years of his leadership, full season-ticket base grew 50% and new ticket sales for the 2007-2008 season jumped 30%. Through proactive customer outreach (inviting fans to draft parties & backyard barbeques with players for prospective season ticket buyers), to optimizing multi-channel customer facing initiatives (relaunching the Nets website to become one of the most comprehensive in sports, as well as delivering digital content to the seats), to obtaining customer feedback (holding town hall meetings with fans), to creating one-of-a-kind “wow” customer experiences (exclusive front-row “Hollywood Seats”, visiting the locker room, “Play where we Play” where fans can play at the Nets practice facility). In 2006, he launched the team’s VIP Access & Experience Department, with the goal of bringing an unprecedented concierge and personal service to all season holders, upholding their ‘fan-first’ policy.



Brett Yormark is a: 3-time “Forty Under 40” winner by Sports Business Journal, a “40 Under Forty” winner by Crain’s NY Business, and 1to1 Media 2008 Customer Champion winner.

CANDID CONVERSATIONS FOR REAL-TIME SOLUTIONS

(Wednesday 11:30)

With companies across the nation feeling the effects of the credit crunch, it’s no longer business as usual. Content is available anywhere. Advice and shared experiences are not. You need a NEW type of executive forum to stay ahead of the current changes. Power-Point presentations that go through rounds of legal and management approval don’t provide enough information. You need un-censored, authentic discussions. Choose which table topic is right for you and break into smaller groups to participate in “Off-the-Record” poster sessions.

U Nred

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TRACK 1:

CUSTOMER SELF-SERVICE

TU ESDAY 0 7 .2 8 .0 9 1:30

Transform your Customer Interactions through Strategic Multi-Channel Communications Every customer organization understands the benefits of a proactive customer communications strategy. However understanding how the customer wants to be approached, and through which contact channel, can serve as your bottom line differentiator for service excellence. Ted Vagelos is tasked with creating a strategy for customer lifecycle management, marketing, and customer care. Learn how to create strong brand advocates and maximize customer value through multi-channel communications.

Ted Vagelos, Vice President, Customer Management and Communication, VIRGIN MOBILE USA 2:15

Purposeful Innovation as a Brand Dimension: How Alaska Airlines Lowered Their Costs While Keeping Customer Satisfaction High Alaska Airlines Web site, alaskaair.com, is a five time winner of the airline industry Freddie Award for Best Web Site. Providing over $1billion in revenue, alaskaair.com is a cost effective self-service channel for the airline, with online sales in excess of one billion dollars. Learn how Alaska Airlines approaches self-service and became the first North American carrier to sell tickets completely over the internet and the first worldwide carrier to provide the convenience of Web Check-In. Discover how to successfully approach self service initiatives: • The importance of the complete picture, understanding • Don't be afraid to try new things (an investment approach to projects). the life cycle of our customer's transaction. • Ask Jenn (virtual avatar). • Deliver high-tech and high-touch service. • The Airport of the Future. • Listen and test. Repeat. • Manage a portfolio of projects.

Mark Guerette, Director, e-Commerce (Ask Jenn), ALASKA AIRLINES 3:00

Afternoon Snacks & Networking Break

3:30

Are You Ready to Better Serve the Next Generation of Big Spenders with Self-Service Technologies? Millennials, the Internet-bred, wireless-linked, wiki-savvy segment of the population born in the 1980s-90s, are redefining the market’s perception of customer service. As a result, companies are expected to provide automated options that are more in tune with the preferences of a generation raised on touch screens, keypads, synthesized voice, and deep pockets for high-tech products and services. In this session you will: • Be given an inside look at the Millennial trend driving explosive growth in automated self-care channels. • Learn what new technologies can foster a clear path from customer satisfaction – to stronger loyalty – to higher profits. • Discover strategies to enable both cost-savings and customer experience enrichment.

CONVERGYS CORPORATION 4:15

How do we Seamlessly Service the World? Improving the Global Customer’s Experience Wells Fargo International Financial Services Supports Team’s mission is to provide a premier customer experience to global clients throughout the US and Europe. The challenge is creating seamless e-service interactions for 6,000 customers and 30,000 usersanywhere around the world. This “Gold Standard” can only be achieved through efficiency, courteousness, and being resolute in your approach. This session explores the nuances of effectively working with international markets (rules and regulations), the importance of tracking and documentation, and providing high value customers with high-level/high-touch customer service from the very beginning of the experience.

Craig Drevecky, Vice President/IFS Customer Support Manager, Wells Fargo Online, Delivery and Service, WELLS FARGO BANK 5:00

Close of Conference Day One…See You Tomorrow at 8:45!

............................................................................................................. 8

TO REGISTER

CALL

888.670.8200

FAX

941.365.2507

EMAIL

register@iirusa.com


(let the customer lead you!...)

W ED N ESDAY 0 7 .2 9 .0 9 1:15

Customer Self-Service – See You Online, Not In Line Maricopa County, Arizona, is the fourth most populous county in the U.S., spanning more than 9,000 square miles. Scale alone necessitated online services for the county’s 3.9 million citizens and 14,000 employees. We’ve won numerous awards in management, finance, and IT excellence for our implementations. Our next-generation self-service initiatives promise to be even better. Customers… They’re Everywhere! Our customers are not only constituents, 14,000 are also fellow employees. This bi-directional focus unique to government allows us to facilitate self-service for both internal and external customers. Some of our initiatives include: • Through Managing for Results, the County is working to improve the effectiveness and efficiency of the services we provide, contributing to the quality of life in the community and making Maricopa County a better place to live and work. • Managing for Results Information System (MfRIS) is a world-class business intelligence solution that has transformed how the County perceives and benefits from strategic business planning and budgeting. It facilitates alignment between the strategic priorities set by the Board of Supervisors and departmental programs, activities and services. • ParcelWatch provides automatic property tax notifications and allows citizens protect their property investments from “predator investors” by monitoring adjacent property parcels.

Steven Wetzel, Chief Information Officer, MARICOPA COUNTY, AZ 2:00

How Best Buy Shifted the Customer Conversations Online to Positively Impact the Bottom Line BestBuy recently implemented a strategy to participate in driving customer conversations online. Using social media tools to reach new customers, they made the transition from conventional one to one conversations, to one to many conversations online. The power of social media tools to reach new customers has been overwhelming, with measurable results that have positively impacted the company as a whole. This session provides yow with the knowledge to: • Better understand the ROI of social media tools • Unleash the talent you already have in your organization in social media spaces • Write a compelling story to your own organization

Scott McIntyre, Director, Multi-Channel Development, BEST BUY 2:45

The Verizon Call Deflection Strategy – Tools to Solve Your Customer’s eSupport Requirements Verizon has implemented a strategy to solve customer’s support questions online while deflecting calls away from their call centers. Verizon has improved the eSupport customer experience by adding tools to meet the preferences of the online customer. Moving away from the traditional online help model of only content and search, Verizon has increased call deflections and reduced costs. This session will provide you with the knowledge to: • Expand your customer’s online help toolkit • Make the move from the traditional options for online help to the new options that your customer prefers • Save costs by reducing transactions in higher cost channels

Judith K. Ferrell, Verizon.com Center of Excellence, eSupport Group Manager, VERIZON WIRELESS 3:30

Close of Main Conference Day Two… See You Next Year!

Connect Across ALL Channels with your Peers! Customer Uninterrupted LinkedIn Group: Link up with customer operations career professionals across all industries. The goal is to encourage year-round discussion, share knowledge, and generate ideas. Want to join? Visit our website and click on the “LinkedIn” icon.

............................................................................................................. www.CustomerUNinterrupted.com

9


TRACK 2:

CUSTOMER SERVICE EXCELLENCE

TU ESDAY 0 7 .2 8 .0 9 1:30



Implementing Award Winning Service Excellence Initiatives to Drive Brand Loyalty CUSTOMER CHAMPION STORY: Whirlpool's Customer eXperience Center was named…Call Center Leader of the Year: Strategic role played in determining how the center is driven and integrated. Vision for the future, role in the overall growth and development of the company, development of high performance teams and initiation of new programs with measurable results, creation of a culture that inspires excellence. Best in Class Culture: Instilled a leadership philosophy while markedly showing measurable benefits of initiatives through improved levels of absenteeism, reduced turnover and stress. Best Use of Technology: Processes that have been automated through technology; how implementation has improved agent effectiveness, customer experience and service level. Best in Class Call Center (over 200 agents) Runner-Up: Strategy and key enabler of growth and profit; strategic plan for future development; cost and process efficiencies gained, ROI, changes to the culture and why the Center has been successful. Learn from Whirlpool’s award winning experiences: • Using technology to get the "cost out" • Moving from a cost to an investment culture • Determining in what to invest (technology, people, training, etc.)

• Quantifying customer contact center revenue generated • Quantifying long term customer loyalty & lifetime customer value

Lynn Holmgren, Vice President and General Manager, Customer Care, WHIRLPOOL 2:15

CUSTOMER CHAMPION STORY: For his ability to get what matters to both employees & customers, Boyd Beasley was awarded  the 2008 1to1 Customer Champion Award. Rising through the ranks at EA, he introduced a process that involves customer support in

Straight Talk: Empowering Employees and Customers to Reveal the Good, the Bad, and the Ugly

the product development process to give their insights, as well as to get an understanding on new products or features they’ll be supporting. His frequent interaction (and candor) with both players & customer support employees is crucial to EAs customer experiences. Learn from EA’s award winning experiences with: • Getting your frontline employees to tell you what’s good, what’s bad, and what’s ugly about your business • Never being satisfied with the status quo: Creating company evangelists by exceeding (and not just meeting) customer expectations • How being honest and upfront with customers can lead to large returns

Boyd Beasley, Senior Director, Customer Support, ELECTRONIC ARTS 3:00

Afternoon Snacks & Networking Break

3:30

Customer Operations Hot Topic! We’ve reserved this time slot to allow for the most up to the minute Customer content you need to hear about at the time of the event. Is there a recent newsworthy event, breakthrough, or case study we missed that you need to learn more about? Let us know! Contact Lisa Deutsch, Business Development Manager, at ldeutsch@iirusa.com.

4:15

CUSTOMER CHAMPION STORY: As a consumer outside the office, you demand the best customer care possible. As a  customer care executive, you understand the challenges of meeting these expectations everyday. How you deliver on customer

Proactive Customer Initiatives: Taking Responsibility for Owning the Customer Experience

expectations can make the different between creating a memorable or forgettable consumer experience. Learn from JetBlue’s award winning experiences: One of the most notable outreaches to reassure customers about a company’s commitment to their safety, security, and satisfaction was JetBlue’s Customer Bill of Rights. As a result of their proactive customer care initiatives, JetBlue ranked highest in J.D. Power and Associates North America Airline Customer Satisfaction Study.

Scott Besselievre, Director, Customer Commitment, JetBlue Airways 5:00

Close of Conference Day One…See You Tomorrow at 8:45!

............................................................................................................. 10

TO REGISTER

CALL

888.670.8200

FAX

941.365.2507

EMAIL

register@iirusa.com


(and the Award goes to!…)

W ED N ESDAY 0 7 .2 9 .0 9 1:15

Empowering your Reps and Generating Customer Confidence by Instilling your Company’s Core Service Values

CUSTOMER CHAMPION STORY: For her passion about the customer and delivering “wow” experiences through trust among  both employees and customers, Jane Judd, who leads Zappos’ 24/7, 300-employee service operation, was awarded the 1to1 Media

Customer Champion Award, as well as being named the International Customer Service Manager for 2008 by Customer Service Institute of America. After extensive training, each of Zappos’ reps is empowered to do whatever they need to do to satisfy the customer, leading to fewer transfers to managers, wait times, or hold times…building customer confidence and employee loyalty. Learn from Zappos’ award winning experiences: • How to ensure your company is thought of as a service company first and foremost (no matter what your product is) • Emphasizing your company’s core values and building your culture • The positive impact of going ‘out of the box’ to make sure you’re connecting with customers and treating them how they want to be treated.

Jane Judd, Senior Contact Center Manager, Customer Loyalty Team, ZAPPOS 2:00

CUSTOMER CHAMPION STORY: Bath and Body Works was a recent winner of the International Service Excellence Award for  large business (and former Best in Class Call Center, Call Center Leader of the Year and 1to1 Technology Optimization recipient) for

The Power of Positive Word of Mouth on Customer Growth

their excellence in building and optimizing a 2.5 billion dollar business with 1650 stores without ever advertising, by inspiring an army of loyal customers/advocates who recruit for their brand. Industry experts say word of mouth can drive up to 50% organic customer growth. Learn from Bath & Body Works’ award winning experiences with: • Industry experts say that word of mouth can drive up to 50% organic customer growth- Learn how BBW has harnessed positive WOM as part of their loyalty strategy • BBW will show the synergy of creating memorable experiences and emotional engagement as part of their relationship management for both the internal and external customer • Discover the ABC's of service excellence

Patti Crowley, Director, Customer Experience, BATH & BODY WORKS 2:45

Customer Service Optimization: Striking a Balance between Operational Efficiency and Customer Care Strategy

CUSTOMER CHAMPION STORY: Cricket Communications was awarded the 1to1 Customer Award Bronze for Customer

Service Optimization: Finding it increasingly difficult to monitor contact center performance and costs in real-time while keeping an organizational focus, Cricket decided to make a fundamental change in their Customer Care roadmap. The results?: Self-service tied to consistency of experience across contact points; value based methodologies that drive CE; enhanced voice of customer data that drive business intelligence with an end goal of being easy to do business with. Learn from Cricket’s award winning experiences: • A geographically diverse and specialized portfolio of customer touch points • More integrated, enterprise wide technology platform (with features like scalability, remote access and control, unification of customer support components) • Tools that allow for real-time contact center performance management and assessment of customer experience key drivers • ‘Voice of the Customer’ examples to communicate the customer experience strategy across all departments.

Percy Hoffmann, Director, Call Center Operations, CRICKET COMMUNINATIONS 3:30

Close of Main Conference Day Two… See You Next Year!

............................................................................................................. www.CustomerUNinterrupted.com

11


TRACK 3:

Interactive Leadership Forum

TU ESDAY 0 7 .2 8 .0 9 1:30

Your Interactive Group Challenge: Designing Customer Experiences for “The New Frugals” Overview: As the economy is changing, so are the priorities and behaviors of your customers. Strategies that have been successful in the past –even as recently as a few months ago – will no longer be effective. You need to re-think your customer experience strategy

YOUR ON-SITE ACTIVITY: First, you’ll learn from customer research to find out about what this “New Frugal” really looks like based on the needs of an emerging segment: “The New Frugals”.

(it’s not as obvious as you might think!). Next, learn a methodology for successful experience design. Finally, armed with this insight, you’ll break into groups to put your knowledge into action. Teams will be challenged to re-design a customer experience strategy based on potential scenarios, including:

• A Frugal vacation experience

• A Frugal wedding

• A Frugal on-line shopping experience

TH D O U B LE LE N G N IO S ES S

Jeffrey VanDeVelde, Senior Vice President, Senior Customer Experience Strategist, WACHOVIA 3:00

Afternoon Snacks & Networking Break

3:30

Your Interactive Group Challenge: Build your On-Site Community and Develop Industry Specific Action Plans Overview: Some of the most effective learning comes from authentic, real-time conversations. Brainstorm with your fellow colleagues on what you’ve learned to translate ideas into actionable insights for you company. Finally, make sure to swap business cards to

YOU’RE ON-SITE ACTIVITY: Break into industry-specific Think-Tanks to share your most challenging and most successful ensure you have a trusted community of leaders to follow up with back in the office.

customer care operations initiatives.

Think-Tank roundtable leaders include:

• Telecommunications: John Birrer, Vice President, Customer Service Operations, T-MOBILE USA • Consumer Goods: Cammie Cannella, Assistant Vice President Global Education Development, KIEHL’S SINCE 1851 LLC • Travel & Hospitality: Tim Cook, Vice President, North American Operations, HILTON RESERVATIONS AND CUSTOMER CARE • Pharmacy & Healthcare: RoseMarie Donzanti, Vice President of Customer Care, CVS/CAREMARK 4:15

Your Interactive Group Challenge: Multi-Channel Customer Insight Immersion Overview: Wells Fargo Internet Services Group is committed to a high level of customer service and developing a constant learning model of “customer insight”, a multi-faceted, multi-media view of customers’ service interactions. Linking customer’s attitudes, as measured by surveys, with a detailed profile of the customer’s contact history enables a deep understanding of customers’ service

YOUR ON-SITE ACTIVITY: Improve your customer service by leveraging customer behaviors, attitudes and verbatim and

issues and opportunities to resolve them.

develop a strategy to:

• Build a multi-dimensional view of customers’ relationship • Understand customer service requests and interactions in the phone, email & online channels. • Use the customers’ own words to identify the potential for process improvements and new product innovations • Pursue the “who, the what and the how” of customer service excellence.

Gary Class, Senior Vice President, WELLS FARGO 5:00

Close of Conference Day One…See You Tomorrow at 8:45!

............................................................................................................. 12

TO REGISTER

CALL

888.670.8200

FAX

941.365.2507

EMAIL

register@iirusa.com


(get hands on!…)

W ED N ESDAY 0 7 .2 9 .0 9 1:15

Your Interactive Group Challenge: Becoming a True Customer Leader Overview: Management is getting people to do things… it’s Leadership that is inspirational. The challenge in building a critical momentum of positive behaviors for leaders to master, begins with agreement on the model they are to follow. The Five V’s of Leadership provides that model and a simple set of instructions for development as part of the management culture of your Call Center Operation. This session puts you to work and outlines to find YOUR optimal balance of the 5 elements you need to balance to become

YOUR ON-SITE ACTIVITY: Participate interactive games, hands on mini projects, and group exercises to get hands on to learn

an effective leader: Values, Vision, Velocity, Variation, & Voice.

about the five V’s:

• Values: Personal (Know yourself!), Professional (Understand the standards of our Service Profession), Core Values (Principles that guide the organization) • Vision: Targeting & Bulls-Eyes (for target and focus), Articulation (making sure all levels can understand, repeat, and define it) • Velocity: Change (clarity and identify), Evolution vs. Revolution (what will be vs. needs to be), Tipping the boat (and creating your plan) • Variation: The Enemy of Quality (responsiveness and accuracy…WITH consistency), Performance Scorecarding (Agent & customer performance) • Voice: Personal (…the little voice), People (…the voice of others), Professional (Clear and meaningful for each level of your organization)

TH D O U B LE LE N G N S ES S IO

Jim Nagle, Vice President, Call Center Operations, KOHL’S DEPARTMENT STORES 2:45

Customer Operations Hot Topic! We’ve reserved this time slot to allow for the most up to the minute Customer content you need to hear about at the time of the event. Is there a recent newsworthy event, breakthrough, or case study we missed that you need to learn more about? Let us know! Contact Lisa Deutsch, Business Development Manager, at ldeutsch@iirusa.com.

3:30

Close of Main Conference Day Two… See You Next Year!

UNbeatable Location! Grand Hyatt Union Square San Francisco, CA Use your trip as opportunity to set up business meetings and maximize your time out of the office. Located in the heart of the city, the Grand Hyatt is steps away form World Premier Shopping, cable cars, Chinatown, the Convention Center. Guests at the Grand Hyatt enjoy exquisite comfort & amenities including a complimentary Fitness Center, daily newspapers, in-room minibars, movies On-Command, and the ultimate sleep experience in a "Grand Bed".

............................................................................................................. www.CustomerUNinterrupted.com

13


A SPECIAL “THANK YOU” TO OUR SUPPORTERS

MARQUEE SPONSOR Convergys Corporation (NYSE: CVG) is a global leader in relationship management. We provide solutions that drive more value from the relationships our clients have with their customers and employees. Convergys turns these everyday interactions into a source of profit and strategic advantage for

our clients. Convergys is a member of the S&P 500 and has been voted a Fortune Most Admired Company for eight consecutive years. For more information, visit www.convergys.com

MEDIA PARTNERS With 1to1 Magazine as its franchise publication, 1to1 Media reaches 250,000 CRM decision-makers weekly. Our array of print and interactive publications and custom content helps readers identify developments and breakthroughs in customer strategy, measure their own progress, track the trends influencing CRM and understand the offerings of leading CRM technology solutions. www.1to1.com

Customer Care Coach® is a weekly email based leadership program designed for customer service managers, call center managers, business owners, and anyone else charged with helping to develop and support a positive, customer caring culture. Once a week, for 40 weeks, you receive your lesson and coaching session. This self paced, self study tool gives leaders the support they need to coach their teams to deliver higher levels of customer care and build the emotional bank accounts necessary for customer loyalty.

••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••• Brandchannel is an award-winning magazine dedicated to providing the world's leading online exchange about branding. Challenging readers to think critically, its free resources include original articles, industry expert white papers and global listings of jobs and conferences to enhance brand awareness. Join a community of practitioners and thought leaders from over 120 countries and visit www.brandchannel.com to expand your view.

This program and other support tools were developed by JoAnna Brandi. She has been in the "customer happiness" business since 1990. Find out more www.customercarecoach.com Read the blog www.customercaregoddess.com •••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••

The Customer Care Institute (CCI) is an international resource organization that assists Customer Care professionals with improving the delivery of corporate Customer Care. It focuses on issues found in the Customer Service, Consumer Relations, Teleservices and Help Desk professions.The Institute conducts and monitors research on Customer Care issues, identifies emerging trends, organizes Best Practices workshops and training programs and publishes the Customer Care Update. www.customercare.com CCI's consulting services include: • Customer Care assessments • Front-line skills and management training • Customer Care Manager and Professional certification courses • Customer satisfaction measurement programs • Other programs designed to improve customer loyalty

••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••• This elite affinity network is perceived as one of the most influential and prolific authority leadership channels for strategic marketing decision makers in the world. Membership in the CMO Council has increased to more than 3,000 worldwide and members control some $70 billion in aggregated annual marketing spend. Virtually every major industry sector is represented and the new advisory board for ’07 includes senior marketing executives from brand name companies in the technology, communications, media, retail, health care, financial services, entertainment, utilities, insurance, transportation, hospitality, consumer products and foodservice sectors. There are now active members in more than 52 countries and regional groups have been formed in North America, Europe, Asia Pacific and the Middle East/Africa. www.cmocouncil.org

••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••• The Customer Service Group, publishers of Customer Service Newsletter , The Customer Communicator and Executive Report on Customer Retention is the customer service professional's choice for quality management, training and development materials, including newsletters, books and Customer Service Week support materials. Logon to our website for FREE sample articles, sample newsletters and Customer Service Week email bulletins. www.customerservicegroup.com

••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••• CRMAdvocate - Everything CRM. Read Less. Know More. CRMAdvocate is the definitive and most complete source of information concerning technologies, strategies, and trends for Customer Relationship Management (CRM) and Contact Centers. Providing real-time and on-demand industry news, webcasts, case studies, white papers, research, and product information, CRMAdvocate allows endusers, editors, research analysts, system integrators, consultants and others to stay current on industry trends. CRMAdvocate also provides advisory services for organizations looking to increase profits through best practices in customer retention (churn reduction). To find out more about CRMAdvocate, visit our website. www.crmadvocate.com

••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••• CustomerServiceManager.com is the leading resource and community for Customer Service Directors, Managers and professionals. The CSM website contains a wealth of customer service knowledge and skills as well articles written by leading customer service thinkers. CSM also facilitate an active community forum where customer service professionals share best practice, discuss topics and network.

•••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••

Membership is free of charge and benefits include access to special features and a monthly newsletter. For more information or to join CSM visit www.customerservicemanager.com.

GET INVOLVED Want to Get Involved in the Event? Reach Out & Let Us Know!

you a media outlet or publication looking to get involved?  Are Contact Ian Bjorn Thurston at ithurston@iirusa.com. you a solution provider interested in speaking,  Are sponsoring, or exhibiting?

There is no substitute for peer-to-peer discussions with other industry leaders. Get involved by sharing your customer care story. Contact Kelly Potanka, Conference Director, at kpotanka@iirusa.com.

As a professional, you recognize how challenging it is to navigate through to the actual decision maker. Our attendees are actively seeking your products and services. Together, we can provide them with a one-stop-shop for all their customer care needs. Contact Lisa Deutsch, Business Development Manager, at ldeutsch@iirusa.com.

Are you responsible for Customer Operations at your  company and are interested in speaking?

............................................................................................................. 14

TO REGISTER

CALL

888.670.8200

FAX

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EMAIL

register@iirusa.com


REGISTRATION DETAILS

3 Ways to Register

Phone 888.670.8200 or outside US 941.951.7885 1

DATE & VENUE

Date: July 27-29, 2009 Venue: Grand Hyatt Union Square 345 Stockton Street San Francisco, California 91408 BOOK YOUR ROOM A block of rooms will be held for a limited time at the Grand Hyatt San Francisco Union Square. To make reservations at the reduced conference rate, please call The Global Executive at 800.516.4265 or send an email at conf@globalexec.com. You can also visit www.globalexec.com/iir to make your reservation. CANCELLATION POLICY If you need to make any changes or have any questions, contact us via email at register@iirusa.com. Cancellations must be in writing and must be received by IIR prior to 10 business days before the start of the event. Upon receipt of a timely cancellation notice, IIR will issue a credit voucher for the full amount of your payment, which may be applied towards registration fees at any future IIR event held within 12 months after issuance (the“Expiration Date”). All credit vouchers shall automatically expire on Expiration Date and shall thereupon become void. In lieu of issuance of a credit voucher, at your request, IIR will issue a refund less a $795 processing fee per registration. Registrants are advised that no credit vouchers or refunds will be issued for cancellations received less than ten business days prior to start of event, including cancellations due to weather or other causes beyond the Registrant’s control. IIR therefore recommends that registrants allow for unexpected delays in making travel plans. Substitutions are welcome at any time. If for any reason IIR decides to cancel this conference, IIR accepts no responsibility for covering airfare, hotel or other costs incurred by registrants, including delegates, sponsors, speakers and guests. Due to unforeseen circumstances, the program may change & IIR reserves the right to alter the venue and / or speakers

2

Email register@iirusa.com include code M2199

3 Internet www.customeruninterrupted.com

NEW! EQUAL OPPORTUNITY PRICING STRUCTURES It’s a fact – attendees of a conference walk away with the most value when they experience it with a peer– there is just too much information available for one person to capture it all. Therefore, no longer are group discount structures restricted only to those groups registering from the same company. We recognize and respect that colleagues and peers span companies, disciplines, communities and peer groups. As a result,, we are pleased to offer the most cost effective pricing possible in order to accommodate and promote cross-company collaboration. We’re also aware of the need to send groups to multiple events and so, as long as they are within the IIR marketing portfolio – we are pleased to extend a group discount that can be applied across different events. If you are interested in attending an event and you encourage additional folks from personal communities such as LinkedIn, Facebook or even informal peer groups to join you, your group will eligible for tiered pricing. The more you register, the more you save.* • Bring one peer (group of 2 in total) – receive 20% off standard and onsite pricing • Bring two peers – (group of 3 total) – Receive 25% off standard and onsite pricing • Bring three peers or more – Call Aloycia at 646.895.7410 *All registrations must take place at the same time for discount structures to apply DISCOUNT OPPORTUNITIES ARE AVAILABLE As this is THE must-attend retreat on Customer Operations, we would like to offer you the opportunity to receive a discount.*

from a company that is speaking at Customer, UNinterrupted and qualify for 20% off  Itheamstandard rate.

from a company that is sponsoring at Customer, UNinterrupted and qualify for 25% off  Itheamstandard rate.

am a government, Non-Profit or Academic Professional and qualify for 30% off the standard  Iregistration rate *All discounts are off the Standard price unless otherwise noted. No two discounts can be combined. Please note that early registration discounts may be a better value than some of the discount opportunities, so please register today. CONFERENCE DRESS CODE: Casual and comfortable attire is suggested. We recommend bringing a sweater, as the conference room may be cool. YOUR INVESTMENT

Any disabled individual desiring an auxiliary aid for this conference should notify IIR at least 3 weeks prior to the conference in writing, by faxing 212.661.6045. PAYMENTS Payment is due within 30 days of registering. If registering within 30 days of the event, payment is due immediately. Payments may be made by check, Visa, MasterCard, Discover, Diners Club or American Express. Please make all checks payable to the “Institute for International Research, Inc.” and write the name of the delegate(s) on the face of the check, as well as our reference code: M2199. If payment has not been received prior to registration the morning of the conference, a credit card hold will be required. INCORRECT MAILING INFORMATION If you are receiving multiple mailings, have updated information or would like to be removed from our database, please fax this page to 419.781.6036. Please keep in mind that amendments can take up to six weeks.

Registration Options

Register by Register by Register by Register by Standard & Apr 3rd May 1st June 12th July 3rd On-site Rate

Conference only

$1,695

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$2,095

Summit only

$1,195

$1,195

$1,195

$1,195

$1,195

Conference* + AM workshop $2,275

$2,375

$2,475

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Conference + PM workshop

$2,145

$2,245

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Conference + 2 workshops

$2,595

$2,695

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$2,995

Conference + Summit

$2,595

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$2,995

Tiered pricing valid through expiration date. New Pricing takes effect at dates indicated. All fees must be paid in full by expiration date or your price will increase to the next level tier. *AM Workshop fee includes a personal assessment of your Energy Leadership Index (ELI) and a 45 minute customer Energy Leadership debrief after the event.

............................................................................................................. www.CustomerUNinterrupted.com

15


GRAND HYATT • SAN FRANCISCO

JULY 27-29, 2009

CUSTOMER,UNinterrupted Next-generation strategies for owning the customer experience across all channels.

John Birrer

Senior Vice President, Customer Service Operations, T-MOBILE USA

CONTACT CENTERS

Brett D. Yormark President & CEO NJ NETS

Bob Pearson Vice President, Communities & Conversations, DELL

SELF-SERVICE

Jeffrey VanDeVelde Senior Vice President, Sr. Customer Experience Strategist, WACHOVIA

LEADERSHIP STRATEGIES

Ed LaClair

Vice President, Service Operations CIGNA DENTAL & VISION CARE

CUSTOMER INSIGHT

............................................................................................................ www.CustomerUNinterrupted.com

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708 Third Avenue, 4th Floor

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IIR

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Customer Uninterrupted Conference