Customer Exp Brochure Speaking Engagement

Building Powerful, Profitable Connections by Doing the Right Things Right

April 27-29, 2009Rosen Shingle Creek Resort

Orlando, FL

TO RegiSTeR: Call: 800-647-7600 or 781-939-2500 • Fax: 781-939-2543 • e-mail: [email protected] • www.worldrg.com/experience

Customer experience & engagementthe

event

Information Partners

Find Your Way Through the Leadership of a 25-Year VeteranRoy A. BarnesCustomer Experience Expert; Former Senior Vice President, Customer Experience DevelopmentMarrioTT VacaTion cLub

How to Mark a clear Path to customer SatisfactionMickey McManusPresident & CEOMaYa DeSign, inc.

Future Drivers of u.S. economic growthGina Martin AdamsEconomic Expert; Institutional Equity StrategyWacHoVia

Design customer Feedback Systems to Maximize ValueNeil A. MorganAssociate ProfessorinDiana uniVerSiTY

Prioritization & resource allocation for ProfitabilityScott AckermanVice President, Customer CareeHarMonY

Stand out in a cluttered WorldMarc WagenheimProduct Marketing DirectorHaLLMarK buSineSS eXPreSSionS

create believers & Take action on customer conversationsDouglas AtkinAuthor, “The Culting of Brands” Chief Community OfficerMeeTuP.coM

apply the Lens of the customer to every Touchpoint Teri YanovitchCo-Author, “Unleashing Excellence” Former Seminar LeaderDiSneY inSTiTuTe

build Loyalty from the inside-outPete WinemillerVice President, Guest Relationsnba’S oKLaHoMa ciTY THunDer

Mobilize Your Fans to create great Word of MouthJill OuelletteDirector, Consumer ServicesLego

Satisfy generation 3.0 through World-class Self-Help experiences Tish WhitcraftSenior Vice President, Customer Experience & OperationsMYSPace

Translate Your business intent into Tangible actionsKevin ClarkProgram Director, Brand and Values ExperienceibM corPoraTion

Learn How to Maximize Every Interaction

3 reasons to attend

123

Fine-tune your customer experience management strategy by walking through the customer experience maze with the experts

Every dollar spent needs to be more targeted than ever at getting crucial customer returns: Learn about the loyalty and satisfaction metrics that are most valuable in predicting future business performance

Connect customer experience to bottom-line performance: Get the inside scoop on prioritizing and delivering the right customer experience to the right customers—and boosting your profitability as a result

Designing the Customer Experience

Measuring Performance

Empowering your Team

Communicating with Customers

TO RegiSTeR: Call: 800-647-7600 or 781-939-2500 • Fax: 781-939-2543 • e-mail: [email protected] • www.worldrg.com/experience2

Who You Will Meet An exciting, experienced group of cross-industry leaders will

convene at this powerful event.

Attendee Profile / Expertise Customer Experience

OperationsCustomer StrategyInsights/Research

Customer SatisfactionLoyalty

User DesignMarketing

Customer Care/ServiceConsumer Affairs

Thanks to the ADVISORY BOARD for their support, vision and guidance in creating the launch of

The Customer Experience & Engagement Event

Chris Moloney Chief Marketing Officer

SCOTTRADE

Kevin Moyer Director, Operations PEnn MuTuAl lIfE

InSuRAnCE COMPAnY

Darin Phillips Director, Customer Experience

& Chief Talent Officer BAYVIEw lEnDIng gROuP

Pete Winemiller Vice President, Guest Relations

nBA’S OKlAHOMA CITY THunDER

Dave Albert Manager, Customer Satisfaction

Marketing VOlVO

Jill Ouellette Director, Consumer Services

lEgO

The Customer experience & engagement event

These are trying times, but challenging economic conditions don’t mean that business stops. Quite the contrary, life goes on … in new, more creative, more industrious ways.

What’s vital in this next generation of business? Customer experience. Getting the experience right so that customers are attracted TO you instead of you having to PULL, PULL, PULL them in (at a high cost) is crucial.

The spectrum of what’s included in customer experience management is massive— everything from product design, store design and advertising to resolution of service failures, talent management and the post-sales experience. How can you engage the customer at every step in the connection process? What’s new, what’s different, what counts? You can’t do everything… how do you decide the right thing to focus on right now?

introducing The customer experience & engagement event

The questions are many, the answers are often unclear and untested. Introducing the exciting launch of The Customer Experience & Engagement Event, the one event laser-focused on maximizing every customer interaction. From designing the customer experience and empowering your team to measuring performance and communicating with customers, the learning and connection experience you’ve been looking for has arrived.

Tired of attending customer management events that are miles long and inches deep? If you’ve been waiting for a thoughtfully programmed event that makes the connections for you, look no further.

After plenty of in-depth conversations with industry heavy-hitters about the biggest challenges in your world, we created this forum to dive deep into your pain points and truly map out a strategic pathway to success. The Customer Experience & Engagement Event fills a need in the market for customer leaders looking for a meeting place to hear what works, what doesn’t, and what could … told by corporate leaders like Estee Lauder, MySpace, Wachovia, IBM, LinkedIn, Volvo, NBA, Lego, Pitney Bowes and big-picture visionaries like customer experience expert Roy Barnes, user design legend Mickey McManus, best-selling author Douglas Atkin, media maven Ginger Conlon.

Why This event?

• Fine-tune your customer experience management strategy by walking through the customer experience maze with the experts

• Everydollarspentneedstobemoretargetedthaneveratgettingcrucialcustomer returns: Learn about the loyalty and satisfaction metrics that are most valuable in predicting future business performance

• Customeriskingandexpectationsareconstantlyrising:Hearhowcustomers-first companies maximize every interaction across multiple business channels

• Connectcustomerexperiencetobottom-lineperformance:Gettheinsidescoopon prioritizing and delivering the right customer experience to the right customers—and boosting your profitability as a result

• Consumersareboththemessageandthemessenger:Understandhowto take action on conversations that are happening about your business

• The human connection counts: Benchmark against successful companies who mold every business process across the customer life cycle AND put employees first

• Heardynamicperspectivesfromadiversity of industries: Financial services, technology, online services, automotive, consumer goods, entertainment, hospitality, business services, retail

• Getaccesstomore than 30 insightful speakers who are eager to share their stories so you can map your way to success

our intention, our Promise

Fact: the customer experience itself is at least – if not more – as important as the quality of the product or service. How much longer can you afford to leave it to chance? How much more effective would you be if you had a strong handle on how to tie everything together to truly engage your customers?

Our intention is clear - You’ll return to the office and tell your team: “I’ve never been to a conference like that before. It was real, actionable, engaging and intelligent. I was able to connect the dots.” We look forward to meeting you at the event that empowers you to convert your challenges into tangible action steps. Commit to making a true impact in the lives of your customers and the health of your business … NOW.

All the best,

Jenny Fenig Roy A. Barnes Conference Director Event Chairman WRG President BLUE SpACE COnSULTInG

Building Powerful, Profitable Connections by Doing the Right Things Right

3TO RegiSTeR: Call: 800-647-7600 or 781-939-2500 • Fax: 781-939-2543 • e-mail: [email protected] • www.worldrg.com/experience

7:00Conference Registration & Morning Coffee

8:00Opening Session from Event Chairman Finding Your Way: Creating Awesome Customer Experiences

roy a. barnesFormer Senior Vice President, Customer Experience DevelopmentMarrioTT VacaTion cLub President bLue SPace conSuLTing

Move beyond the platitudes and buzzwords that reference the need for great customer service. In an era when the commoditization of products and services is the norm, the only defensible and differentiated competitive high ground is in the purposeful creation of awesome customer experiences.

Stuck? Lost? Find your way with event chairman Roy Barnes – a 25-year customer experience master - as he shares his vision for charting a new path forward.

Roy Barnes has experienced it all as he worked his way up through the ranks. Starting as a front desk manager, he led his hotel to the highest guest satisfaction scores in the Marriott system worldwide for two years in a row. Years later, as a member of Marriott Vacation Club International’s Executive Team, Roy spearheaded the customer-focused strategic reorganization and business process redesign effort that achieved an exponential revenue increase from $400 million to over $2.8 billion over eight years. Roy has worked directly with many of the leading business authorities including: Martha Rogers, Michael Hammer, Daryl Conner, James Gilmore, Robert Kaplan, David Norton, and C.K. Prahalad.

DaY 1 Tuesday, april 28, 2009

DeSigning THe cuSToMer eXPerience

9:00 a.M. – 12:00 P.M.

Capturing Customer experience and Loyalty Data in the 21st Century: Tied To the Corporate Bottom Line, Statistically Valid, and Managerially Actionable!Scott broetzmannPresident & CEO

Jeff MaszalVice PresidentcuSToMer care MeaSureMenT & conSuLTing (cMcc)

Voice of the Customer data is a lynchpin to improving quality and driving improvements to the bottom line. Customer satisfaction and loyalty data are an important component of any program. Surprisingly, while most companies have developed an appreciation for the importance of customer satisfaction and loyalty data, many fail to benefit from this investment because the data they capture is not tied to the

bottom line, is statistically unreliable, and is not actionable. Building on its cross-industry global work with hundreds of

companies, CCMC reviews the key pitfalls in collecting and using customer satisfaction and loyalty survey data and how to address them. This tutorial exposes these pitfalls and provides participants with practical tips on how to: • Quantifytheeconomic“bottomline”consequencesofdelightingvs.

disappointing customers • Designsurveysthatprovidestatisticallyreliableandactionabledata

about how to improve the customer experience in those areas that have the biggest bottom-line impact

• Engageyourpeersandseniormanagementina“businesscase”approach to using customer satisfaction results that result in a positive ROI

• Developacost-effective,ongoingcustomersatisfactiontrackingsystem that facilitates actionable data and improvements rather than score “chasing”

• Evolveintotargetingnextgenerationissuessuchastheimpactofnon-monetary vs. monetary responses to the customers and understanding the bottom line impact of targeted demographic groups.

• Learnfromreal-lifecasestudiesofcorporationsthathavebeensuccessful in implementing Voice of the Customer surveys

1:00 – 4:00 P.M.

implementing a Process to establish a Culture of experience excellence

THe conFerence beginS

Pre-conference Workshops – Monday, april 27, 2009

Teri YanovitchFounder, T.a. YanoViTcH, inc. Former Seminar Leader, DiSneY inSTiTuTe Co-Author, “Unleashing Excellence: The Complete Guide to Ultimate Customer Service”

Interested in creating a culture of quality and service? Teri Yanovitch – who spent over a decade with the legendary guru of quality management, Philip Crosby, and another 10 years with Walt Disney World – has developed a sensible step-by-step approach to make a positive memorable customer experience a consistent part of your organization’s day-to-day operations.

This workshop is a how-to program with a focus on reality vs. theory. It gives you the benefit of Teri’s 20+ years experience in educating leaders and implementing a process to establish and sustain a culture of

customer experience excellence. Engage in interactive discussions and receive practical tools that can be put to use immediately.• Developasuccinctservicephilosophythatclearlydefinesthe

customer and employee connection• Identifytheresultoftheidealcustomerexperience• Ensurethecustomerexperienceisdevelopedthroughthelensofthe

customer vs. the lens of the organization• Applythelensofthecustomertoeverypointofcontactthroughthe

use of a Service Map tool• Identifyeverythingyourcustomersees,hears,andsmellsthatimpacts

the customer experience• Clarifytheidealserviceenvironmentandrecognizing“Everything

Speaks”

• Linkemployeebehaviorstoservicephilosophyandstandards• Bridgethegapbetweenyourbusinessprocessesandcustomer

experiences• Makeiteasytodobusinesswithyourorganization• Establishsystemsandprocessestoengrainserviceexcellenceinto

the culture• Identifytheleader’sroleinensuringcommitmentandinvolvement

Unique offer to workshop participants!Teri Yanovitch adds further value to your workshop by offering

a 30-minute, one-on-one follow-up call. Teri will coach you on the issues and opportunities that matter most to your business.

4 TO RegiSTeR: Call: 800-647-7600 or 781-939-2500 • Fax: 781-939-2543 • e-mail: [email protected] • www.worldrg.com/experience

8:45Taming the Complexity of the Customer Experience: Separating the Important from the Arbitrary for Greater ROIMickey McManusPresident & CEOMaYa DeSign, inc.

By walking a mile in the customers’ shoes, we can determine meaningful customer interactions, analyze the breakpoints, and create a coherent model of the ideal customer experience. In this way we can tame the complexity of the interactions among information, people, and the physical space—providing a clear and seamless path to customer satisfaction.

This session reveals how to:• Gobeyondfocusgroupstodeterminethecomponentsandpatternsof

the customer experience• Takeasystematicapproachtodeterminingexperiencechallengesand

opportunities across various types of interactions• Useinformationarchitecturetodevelopdesignprinciplesforimportant

nodes in the customer experience cycle

9:30Experience-Driven Business: Connect Your Business Intent to Your ActionsKevin clarkProgram Director, Brand and Values ExperienceibM corPoraTion

Experience methods and practices can help drive successful business strategies. Learn how to connect your business intent to what you actually do in the marketplace. Use your ecosystem of relationships to bring new experiences to life for customers – and all the constituencies that do business with you. • Connectingyourbusinessstrategyandvaluestowhatyoudo• Usingexperiencemethodstodrivestrategicbusinessgoals• Bringingexperiencepracticetonewconstituencies

10:15Connection Break

10:45 KeYnoTe

Believing & Belonging: Building a Community Around Common Passions, Causes & Needs Douglas atkinAuthor, “The Culting of Brands”Chief Community OfficerMeeTuP.coM

Some of the most effective word of mouth can be generated by creating believers. Those who have bought in hard to the brand and its community can be the most passionate advocates. And the communities and the social networks that spring from them are some of the most

effective media for brand stories. Best-selling author Douglas Atkin gives some key guidelines on how to create believers and fully leverage the community and social networks.

11:30 Online Customer Experience 3.0: Building World-Class Self-Help Experiences to Reap Unprecedented LoyaltyTish WhitcraftSenior Vice President, Customer Experience & OperationsMYSPace

Today’s consumers demand gizmos and widgets at the click – they demand service at the click too!

Tolerance for empty marketing speak and clunky online support are net zero. Businesses that deliver efficient, seamless transparency and empower users to help themselves, stand to reap unprecedented loyalty. Meeting your customer eye to “I” is not easy in a scalable online environment, but is essential for survival. We’ll tackle the challenge of how to create customer intimacy online, how to build world-class self-help experiences and what customers of generation 3.0 expect.

12:15Networking Luncheon

1:30 – 2:15 brainSTorMing SeSSion Defining Customer Experience Management: Advancing the Industry & Building a Strategic RoadmapFacilitator: Darin PhillipsDirector, Customer Experience and Talent ManagementbaYVieW LenDing grouP / bLogger eXTraorDinaire

Wikipedia does not have an entry for Customer Experience Management. If you enter CEM it redirects you to CRM, which is only one element of CEM. In this interactive group activity you have an opportunity to shape the definition of the CEM field and how others will come to understand CEM through its entry in Wikipedia. • ContributetoacomprehensivedefinitionofCustomerExperience

Management that will be viewed by thousands of Internet users• UnderstandhowWikipediaworksandbecomeanactiveeditor• Enjoyaspiritedcollaborativeactivitywithsignificantnetworking

opportunities

2:20 – 3:05Walking in Your Customer’s Shoes: Understanding Pain Points & Moments of Truth to Identify Improvement OpportunitiesLucia aschettinoSenior Manager, Customer ExperiencePiTneY boWeS

Delivering a customer-centric experience begins with reviewing VOC (Voice of Customer) feedback. VOC feedback comes in different forms and from different places within your organization. Is this enough to improve processes, remove known pain points and deliver world-class experience? No!

Achieving customer centricity begins when “you” purchase a product or service from your own company. By actually walking in your customer’s shoes you really understand what the key interactions are across the customer life cycle!• Experiencetherelationshipfromcradletograve–acrossthe

customer life cycle: Browse, Buy, Install, Use, Service and Dispose• Importanceofmappingoutyourinteractionsbycommunication

type (Document Emails, Customer Care Telephone Calls, Direct Mail Communications, On-site Service Visits) and touch points (Web, Email, Phone)

• Whatisa“MomentofTruth”?Asilent“MomentofTruth”?• Leveragelearningsbyusingproactivecommunications(pushout

tailored, timely event-triggered communications), driving to self service channels, managing customer expectations and addressing next issue avoidance.

3:10 – 3:55Effective, Creative Ways to Engage Customers Through Business Communication TacticsMarc WagenheimProduct Marketing DirectorHaLLMarK buSineSS eXPreSSionS

Hallmark Business Expressions (HBE) helps businesses build and strengthen relationships with customers and prospects using greeting cards. Serving a wide variety of companies, from the Fortune 100 to small businesses, HBE leverages the nearly 100 years of relationship experience of Hallmark Cards to provide distinctive ways to communicate with customers while making a lasting impression. Learn effective, creative ways to: • Strengthenbusinessrelationshipsusingauthentic,personalized

communications• Effectivelyengagecustomers,establishtrustandbuildyourbrand• Standoutinaclutteredworld

coMMunicaTing WiTH cuSToMerS

aFTernoon TracKS 1:30 p.m. – 3:55 p.m.

TracK a: Designing the customer experience

“ A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is a part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.” – gandhi

5TO RegiSTeR: Call: 800-647-7600 or 781-939-2500 • Fax: 781-939-2543 • e-mail: [email protected] • www.worldrg.com/experience

1:30 – 2:15Web 2.0 & Professional Networking: Marketing Strategies, Tactics & Success Storiesapril KellySenior Director, Service CenterLinKeDin

Web 2.0 has provided some of the most innovative Web technologies and methodologies since the creation of the Web itself. Blogs and wikis are becoming commonplace in the enterprise, and social networks are gaining traction. Are you challenged with attracting and retaining top talent and customers? This session explains how to use LinkedIn as a professional to grow your network, locate business opportunities and maintain valuable professional contacts. • DiscoveringthesecretstoLinkedIn:Marketingstrategies,tacticsand

success stories• MaximizingnewtoolsinthequesttodevelopBrandYOU• Cultivatinginternalandexternalrelationshipstoguidecustomer

delight

2:20 – 3:05Customer Co-Creation: Creating a Culture Where Customers Are Part of Your R&D TeamJill ouelletteConsumer Services Director, North AmericaTHe Lego coMPanY

Customer centricity is the name of the game. How do you get there? By transitioning from a sales-focused company to a customer experience-focused organization. This session led by LEGO – the company behind your favorite interlocking toys you played with as a kid – reveals the details of giving your customers a voice on the board. What’s the payout? Dividends.• Mobilizeyourfanstocreategreatwordofmouth• Leverageallconsumertouchpointstobuildyourbrand• Identifyopportunitiesforcustomerco-creation

3:10 – 3:55The Voice of the Customer: Do You Know What is Being Said & How to Act on the Information?Dave albertManager, Customer Satisfaction MarketingVoLVo TrucKS norTH aMericaJoel HoffManager of Customer ExperienceVoLVo TrucKS norTH aMerica

There are many ways to collect customer data. See how Volvo Trucks North America collects customer data in a B2B environment. See real life examples of how Volvo Trucks North America uses the data to develop programs to increase customer satisfaction as well as measure effectiveness of dealer CSI.

• Maximizingcustomerfeedback• Creatingprogramsbasedoncustomerfeedback• Understandingreal-timeonlinereportingtoolsandhowtoturndata

into actionable information.• SharingcustomerfeedbackinaB2Benvironment• Settingupabestpracticeidea-sharingsite• Real-lifeexamplesofhowitisbeingputintopracticetoday

3:55 – 4:25Connection Break

4:25 – 5:00 Economic and Financial Market Outlook – 2009 and Beyondgina Martin adamsEconomic Expert; Institutional Equity StrategyWacHoVia

Severe disruptions in financial markets likely forced an already weakening economy into recession in 2008. Will we claw our way out in 2009, and what metrics will get us there? How can we prepare for the best outcome? Although times are tough, business goes on … how must your shift your strategy to take advantage of the current economic reality?• Reviewthefinancialsystem’sprogressinrecoveringfromthe

destruction of 2008• Discusstheimpactofbroaderdeleveragingonexpectedgrowthofthe

U.S. economy, specifically the U.S. consumer and housing markets. Is theconsumerweak,orjustshiftingpriorities?

• DiscusscurrentandfuturedriversofU.S.economicgrowth,andwhatthe growth drivers should mean for stocks

5:00 – 6:00 aSK THe eXPerTS rounDTabLe DiScuSSion

Execute: How Can We Prepare Today for Tomorrow’s Business Challenges?Moderator: roy a. barnesFormer Senior Vice President, Customer Experience DevelopmentMarrioTT VacaTion cLub President bLue SPace conSuLTing

Today’s speakers reconvene for a fast-paced, future-forward discussion about customer experience. Hear off-the-cuff thinking about hot topics like: • What’snextintheworldofblogs,wikis,portalsandmore?• Howwilltheeconomyaffectcustomers’purchasingdecisions?• Whatarethetruedriversofpurchasingbehaviors?• Whatisthenextgenerationofcustomerexperience?• Shiftsthatyoumaynotbethinkingabout,butshouldbe

6:00End of Tuesday Activities

7:00Dinner Dine-Arounds

Traveling solo? With a group, but want to make new connections over dinner? Let us facilitate your dining experience. Sign up at the event registrationdesktojoinyournewfriendsfordinnerinO-town.(Dinnercosts not included.)

8:45 KeYnoTe

The Leader You Were Meant To Be: Establishing a Clear Vision, Focus, Style and Knowing Your Power BasesTeri YanovitchFounderT.a. YanoViTcH, inc. Former Seminar Leader DiSneY inSTiTuTe Co-Author, “Unleashing Excellence: The Complete Guide to Ultimate Customer Service”

There are many leaders who have been successful in taking their organization to the next level, but there are very few leaders who make an impact on their employee’s lives after they are gone. Becoming a successful leader involves establishing a clear vision, focus, style and knowing your power bases. However, beyond success as a leader is becoming significant.• Thedifferencebetweenbeingagoodleaderandbeingagreatleader• Establishingaclearvisionandfocustoinfluenceandleadothersto

success• Havingalastingimpactonpeopleandleavinganindelibleimprinton

their lives• Learningwhatittakestoengageandmotivateemployeesbeyondjust

“doingthejob”

9:30Moments Matter! Building a Culture that Empowers Employees, Benefits Customers and Creates Loyalty Inside and OutPete WinemillerVice President, Guest Relationsnba’S oKLaHoMa ciTY THunDer

People don’t remember days, they remember moments – Moments Matter! Your verbal and nonverbal communication with customers can make or break consumer loyalty in a split second. That is because customers think more about their experiences with people than they

TracK b: communicating with customers

DaY 2 Wednesday, april 29, 2009

eMPoWering Your TeaM

6 TO RegiSTeR: Call: 800-647-7600 or 781-939-2500 • Fax: 781-939-2543 • e-mail: [email protected] • www.worldrg.com/experience

do about products and services. Research shows retaining a consumer or sending him/her off to the competition comes down to the sum of countless interactions between customer and employee.

Pete Winemiller is charged with creating repeat customers (referred to by the organization as “Guests”) in a business environment where you cannot control the level of success on the basketball court (the purchased product), but you can control what happens in the stands (the customer experience). Recently Pete was honored as a “Customer Champion” executive by 1 to 1 Magazine.• Feelthepowerofthinkingbig&ACTINGSMALL• Learntodesignandmaintainacultureofproblem-solving• Committotellingthestorythatyourfront-linestaffdictatesyour

bottom-line cash• Believeyoucantreatallofyourcustomersdifferently,justaslongas

you treat all of them well• DefineFUNasFullyUnderstandingNonsense™…Loosen-Up!

10:15Connection Break

10:45 KeYnoTe

Research Talks: Linking Customer Feedback to Business Performanceneil a. MorganAssociate Professor, Nestlé-Hustad Professor of Marketing, Kelley School of BusinessinDiana uniVerSiTY

Most firms collect feedback from their customers, and managers use this data to set goals and monitor performance on metrics such as “Top 2 Box” customer satisfaction scores and “Intention-to-Repurchase” loyalty scores. However, academic and consultant analysts have advocated a number of different customer feedback system approaches and metrics. In studies conducted with Lopo Rego at the University of Iowa, researchers at Indiana University have empirically examined which customer feedback system designs and customer feedback metrics are most valuable in predicting future business performance.

Hear the answers to the following questions:• Dosatisfactionandloyaltymetricspredictfuturebusiness

performance?• Whichaspectsofbusinessperformancearemostaffected?• Howshouldsatisfactionandloyaltybemeasuredtomaximize

predictive validity?• Howshouldcustomerfeedbacksystemsbedesignedtomaximize

their value?

11:30 PaneL DiScuSSion Connecting Customer Experience to Bottom-Line Performance: Identifying Priorities and Allocating Resources to Build Engagement and Value Moderator: ginger conlonEditor1To1 MagazinePanelists: Janet LeblancDirector, Customer Value ManagementcanaDa PoSTScott ackermanVice President, Customer CareeHarMonYcheck the Web site for an additional panelist to be announced

Delivering a top-notch customer experience throughout the customer lifecycle is challenging enough. Proving the ROI of doing so can be even tougher—unless you prioritize your strategy based on customer value and dedicate resources accordingly. In this panel discussion, moderated by 1to1 Media Editor-in-Chief Ginger Conlon, you’ll hear from three award-winning customer strategists on how their organizations prioritize and excel at delivering the right customer experience to the right customers—and boost their profitability as a result.

12:30Networking Luncheon

1:30Dessert, Tea & Java in the Exhibit Hall

2:00 – 2:45The Devil is in the Details: Creating Surprise & Delight at Each Touchpoint & Moment of Truth to Drive Great Customer Experienceschristophe JulliardVice President Quality and Planningaccor norTH aMerica (SoFiTeL, noVoTeL, MoTeL 6)

Operational excellence is at the heart of a memorable hotel stay. Learn how to master the parameters driving great customer experiences.• Understandyourkeycustomersegments• Peoplefactor:Emotionalintelligenceisapre-requisitetosuccess• Useasophisticatedapproachtoraiseaccountabilitylevels• Puttingtherighttoolsandmeasuresinplace

2:50 – 3:35Engagement and Empowerment of a Virtual Team: How to Treat Your Internal Team Like Your Best Customersbeth nelsonExecutive Director, Online Customer ServiceeSTee LauDer coMPanieS

Learn how a world-class service organization ensures their virtual service team delivers exemplary service. Hear how Estee Lauder has achieved their highest levels of satisfaction by empowering their internal customers – their employees.• Engageandempoweryourrepresentatives• Howtocommunicate,coach,andeducateyourteam• Achieveyear-over-yearserviceexcellence

2:00 – 2:45SHARE YOUR STORY!

For more information about speaking in this session, contact Aron Barkan at [email protected].

2:50 – 3:35Making Big Customer Wins Using the Voice of the CustomerJoy WhinhamOnline Customer Advocate LeaderWacHoVia

Learn how Wachovia listens to the Voice of the Customer and puts processes in place to satisfy the customer needs using limited resources. • Identifyingimprovementsthatcandrivecustomerloyalty• Analyzingthedata• Puttingthedataintoaction• Makingsmallhitsbigwins

3:40 – 4:00concLuDing WraP-uP

20 Tips in 20 Minutes: Round Robin Collaboration Finale

You know you’ve got ‘em. What? Ideas … good ones at that. To concludeourinauguralevent,we’reopeningupthefloortoYOU.20lucky attendees will get a chance to pitch their technique, tip or tool for 1 minute. Bring your business card so you can keep in touch with potential collaborators.

One of the best things about events is the chance to GROW your network and BUILD relationships that simply can’t be done over the phone or e-mail. Share your wares here … EXPAND your world. SEE what’s possible.

MeaSuring PerForMance

aFTernoon TracKS 2:00 p.m. – 3:35 p.m.

TracK a: empowering Your Team

TracK b: Measuring Performance

“ The customer has all the answers… and all the money…” – Sam Walton

7TO RegiSTeR: Call: 800-647-7600 or 781-939-2500 • Fax: 781-939-2543 • e-mail: [email protected] • www.worldrg.com/experience

Business Trends Quarterly establishes a dynamic forum where business strategy experts and IT decision-makers unite to analyze existing enterprise systems and challenges from an IT solutions standpoint. BTQ continues to supply senior-level decision-makers with on-demand, real life business experience and leading industry research to address the needs of a diverse and consistently changing marketplace.

CRMXchange is a premier web site dedicated to providing information in an innovative and interactive environment to CRM/Contact Center professionals. The site offers free webcasts, on-line training, white papers, newsroom, monthly columns, and a showcase for products and services for the industry. http://www.crmxchange.com.

Customer Service Group provides a wide range of management and training materials designed to improve service levels, productivity and performance in the customer contact center. Visit us online for information on our books, print newsletters, Customer Service Week support materials, benchmarking studies, and free email newsletter, Service Starters. You’ll find us at www.CustomerServiceGroup.com or phone (973) 265-2300 for additional information.

CustomerServiceManager.com is the leading online magazine and community for customer service professionals. The CSM website contains a wealth of customer service knowledge and skills as well as an active discussion forum. Membershipisfreeofchargeandbenefitsincludeafreemonthlynewsletter.FormoreinformationortojoinCSMvisitwww.customerservicemanager.com.

There is no point in spending a fortune acquiring new customers, if the old ones are leaving in droves. Read www.loyaltymagazine.com every day for the latest on CRM, call centers, loyalty rewards, customer data and the current market from International contributors with impressive industry track records. Subscribers also receive a weekly email update with all the week’s latest news. To subscribe log onto www.loyaltymagazine.com or email [email protected].

Business Trends Quarterly establishes a dynamic forum where business strategy experts and IT decision-makers unite to analyze existing enterprise systems and challenges from an IT solutions standpoint. BTQ continues to supply senior-level decision-makers with on-demand, real life business experience and leading industry research to address the needs of a diverse and consistently changing marketplace.

CRMXchange is a premier web site dedicated to providing information in an innovative and interactive environment to CRM/Contact Center professionals. The site offers free webcasts, on-line training, white papers, newsroom, monthly columns, and a showcase for products and services for the industry. http://www.crmxchange.com.

Customer Service Group provides a wide range of management and training materials designed to improve service levels, productivity and performance in the customer contact center. Visit us online for information on our books, print newsletters, Customer Service Week support materials, benchmarking studies, and free email newsletter, Service Starters. You’ll find us at www.CustomerServiceGroup.com or phone (973) 265-2300 for additional information.

CustomerServiceManager.com is the leading online magazine and community for customer service professionals. The CSM website contains a wealth of customer service knowledge and skills as well as an active discussion forum. Membershipisfreeofchargeandbenefitsincludeafreemonthlynewsletter.FormoreinformationortojoinCSMvisitwww.customerservicemanager.com.

There is no point in spending a fortune acquiring new customers, if the old ones are leaving in droves. Read www.loyaltymagazine.com every day for the latest on CRM, call centers, loyalty rewards, customer data and the current market from International contributors with impressive industry track records. Subscribers also receive a weekly email update with all the week’s latest news. To subscribe log onto www.loyaltymagazine.com or email [email protected].

Dinner Dine-Arounds Traveling solo? With a group, but want to make new connections over dinner? Let us facilitate your dining experience on Tuesday, April 28. Sign up attheeventregistrationdesktojoinyournewfriendsfordinnerinO-town.(Dinner costs not included.)

Strengthen & Stretch: Morning Yoga Get your om on during sunrise yoga on Wednesday, April 29 from 7 – 7:45 a.m. The class is limited to 30 people and sign-ups will be taken at the event registration desk. Start your day off right: breathe, focus, stretch yourself.

Our Venue Situated on 230 acres of lush landscape, the Rosen Shingle Creek Resort is Central Florida’s newest and most luxurious meeting destination. The historyofShingleCreekrevealsthecaptivatingtaleofhowitsmajesticcypress trees provided some much needed shelter for early settlers and their homes. Today, the stunning grand lobby welcomes you into a world of lavish choices, complete with luxury accommodations, enticing restaurants and a championship golf course.

World Research Group is committed to delivering focused, timely and value-added business-to-business

information that you can utilize to sustain your competitive advantage. Our senior level business-to-business conferences provide value in three key ways:

• KnowledgeTransfer:Ourconferencesprovideintimate and interactive forums for the assembly and dissemination of focused information that senior level professionals can take away and implement.

• Networking:Ourconferencesoffereffectivenetworkingwith industry peers, consultants and even competitors.

• StrategyDevelopment:Participantsvaluethecontext-centered setting that our conferences provide. There is an environment for strategy development, idea validation and concept cross-fertilization that is invaluable and is provided at no other forum.

Please visit our website at www.worldrg.com for a complete listing of our upcoming events.

registration informationRegister by: 12/19/2008

Register by: 1/30/2009

Register by: 3/20/2009

Register after: 3/20/2009

Conference OnLY $1595 $1795 $1995 $2095

Conference + 1 Workshop $1995 $2195 $2395 $2495

Conference + 2 Workshops $2195 $2395 $2595 $2695

Fee includes continental breakfast, lunch, refreshments, and conference documentation. Please make checks payable to WRG Research, Inc.TEAM DISCOUnT: Register 3 team members from the same organization at the same time and the 4th team member attends FREE! (Valid only at regular registration rate.)pAYMEnT pOLICY/SUBSTITUTIOnS/CAnCELLATIOnS: Registration fees must be paid by April 13, 2009. Your registration may be transferred to a member of your organization up to 24 hours in advance of the conference. AllcancellationsreceivedonorbeforeApril13,2009willbesubjecttoa$195 administrative charge. We regret that no refund for cancellations will be made after this date. In case of conference cancellation, World Research Group’s liability is limited to refund of the conference registration fee only. World Research Group reserves the right to alter this program without prior notice. All cancellations must be submitted in writing on or before 14 days prior to the conference date in order to receive a refund, minus cancellation fee.SATISFACTIOn GUARAnTEED: World Research Group stands behind the quality of its conferences. If you are not satisfied with the quality of the conference, a credit will be awarded towards a comparable World Research Group conference of your choice.COnFEREnCE VEnUE Rosen Shingle Creek Resort 9939 Universal Blvd. Orlando, Florida 32819 (866) 996-9939 Reservations (866) 996-6338DOCUMEnTATIOn CD-ROMS: If you are unable to attend the conference or you would like extra copies for your colleagues, you can order your conference documentation CD-ROM today. Don’t miss out on the valuable information presented by industry leaders exclusively at this event. The CD-ROM is available for only $250. Add $50 for international shipments. The CD-ROM includes overheads, articles and presentations. Simply fill out the order form and the CD-ROM will be shipped to you 2 weeks after the conference occurs.

Sponsorship & exhibit opportunities

Sponsorship and exhibits offer an excellent opportunity to showcase your products and services to decision-making executives attending The Customer Experience & Engagement event. WRG events help you achieve branding, salesandmarketingobjectivesbyprovidingaselectamountofsponsorship and exhibit spaces to maximize exposure at this leading-edge event.

For more information on these Sponsorship and Exhibit Opportunities, please contact Aron Barkan at 646-723-8035 or [email protected].

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