Main Conference Day Two: Wednesday, September 22, 2010

7:30 Registration & Coffee

8:05 Chairperson’s Opening Remarks

8:15 Translating Customer Feedback Across All Experience Touch Points Into Process Improvement

Our distinguished speaker manages several teams that listen to and evaluate the customer experience that AOL provides to paid and free users of AOL Products and Services. Customer touch points that AOL captures include call center contacts, transactional and nontransactional customer and product satisfaction surveys, user generated feedback, and executive escalations. Discover how AOL is leveraging all of this information to create a Voice of the Customer process that can be used all across the business.

employing an internal survey platform with self service reporting capabilities.
positioning quality monitoring to go beyond measuring for compliance by providing analysis to the call center queue owners for improvement
feeding data to a dashboard that identifies escalation trends and works with operations to implement improvements based on trends.

Discover how AOL leverages dashboards to track the top 5 root causes of dissatisfaction and escalation data to look upstream for process improvement.

Jim Katzman
Vice President Customer Experience
Formerly of AOL

9:00 Leveraging Feedback For New Product Development – “Ramping” Up Sales

Handi-Ramp, founded in 1958, is a global company marketing ramps for accessibility, material handing and all other ramp related needs. Find out how the President and Chief Executive boosted sales by 700% to more than 5 million since 1999 by translating customer feedback into new product innovation. Handi-Ramp has achieved a compounded annual sales growth of 26% with 50%+ of growth directly attributable to feedback based new products.

creating a culture of listening and responding to customer needs
fostering innovation by allowing customers to drive new product introductions and create new market opportunities
opening up communication channels from your customers
Case studies: Yard Ramp and non-skid treads

Learn strategies for understanding customers’ needs, finding solutions to problems and creating profitable products/services. Discover how to build customer loyalty and grow your company by solving customer problems instead of just selling products.

Thom Disch
President and Chief Executive
Handi-Ramp

9:45 Morning Refreshment Break and Vendor Showcase

10:30 Restructuring Your Company For Customer Centricity

Frontier Communications, which announced they are acquiring 4.8 million Verizon access lines in 14 states, and will be the largest rural exchange carrier in the U.S. upon closing the deal. While most telecommunications companies have been competing in major markets, Frontier Communications operates in rural markets where most customers put a high value on trust and personal attention. Find out how the company is listening to VOC as well as how they are turning this feedback into results by making significant investments in customer centricity.

employing minimal scripting and managing a higher handle time
asking only one question in the IVR before live agent pick-up and leveraging automatic live agent pick-up for highest tier customers (triple play)
empowering the frontline instead of resorting to escalation
transitioning from multi-tiered agents to a universal agent approach
measuring performance with an Employee Secure Index and a Customer

Secure Index using a CVA (customer value analysis) model Find out how to determine what your customers want and then tailor your customer centricity appropriately.

Lynn Holmgren
Vice President Residential Call Centers

Kelly Morgan
Assistant Vice President, Enterprise Operations
Frontier Communications

11:15 Peer To Peer Moderated Roundtable Discussions

These popular peer to peer roundtable sessions are designed to take advantage of the talent in the room and provide an open forum to discuss challenges/solutions.

Using Customer Experience Based Metrics to Drive Performance

helping people recognize event based monitoring and how to use it as a customer experience based KPI
tying performance measurement to customer experience
Exploring customer based behaviors across the company

Driving Customer Loyalty and Advocacy

Listening and acting on the VOC to enhance the customer experience and drive loyalty
Creating customer advocates and profiting from Word of Mouth Marketing
Determining the loyalty strategy that’s right for your business

Guy Dilger
Contributing Editor
COLLOQUY

Engaging Members for Better Results

How can your organization drive performance by better engaging with customers, franchisees, employees, distributors, dealers and/or other group members?
What does it take to actively engage members, make them feel like they are part of the process and create a more powerful group?
What programs and activities should you avoid?

Eric Stites
President and CEO
Franchise Business Review

Viewing Customer Feedback Strategically

How can you take a strategic rather than a tactical viewpoint on customer mindset
Strategies to change the mindset internally
Driving action

How Social Media is Transforming Customer-Centric Companies

How are blogs, Facebook, LinkedIn, Twitter, YouTube and many other social media sites changing the world of Customer Relationship Management?
How can you align your existing strategy to what customers are saying in social media?
How is social media transforming customer experience and the modern call center?

Managing Customer Value in your Channel for Bottom Line Benefits

Leverage feedback from your value proposition to drive strategic planning
How can you improve channel loyalty, strengthen market share and boost profitability?

12:05 Networking Luncheon For Delegates, Speakers And Sponsors

1:10 KEYNOTE: Creating Internal Alignment for Focusing on Actionable Customer Feedback and Delivering Shareholder Value

Gaylord Entertainment, a leading hospitality and entertainment company based in Nashville, Tennessee, owns and operates Gaylord Hotels, its network of upscale, meetings-focused resorts and the Grand Ole Opry. Find out how Gaylord Entertainment implemented 10+ non-traditional strategies around interdepartmental conversations and collecting VOC.

Becoming a catalyst for online conversations, monitoring discussions and driving the idea process
Driving customer focused change initiatives and strategies from the executive ranks down to the front line
Gaining an understanding of underlying systems and communicating in a way that Operations can understand
Leveraging emerging technology to pull out the most significant components of your customer feedback programs

Discover strategies for creating internal alignment, zeroing in on actionable data, closing the loop with customers and delivering shareholder value.

Trevor Croop
Financial Analyst Hotel and Strategic Planning
Gaylord Entertainment

2:00 Listening To Voice Of Internal And External Customers – In Both In- House And At-Home Environments

Feedback based calls comprise a whopping 65% of all calls received by Trader Corporation. The company has been leveraging remote agents as a platform for supplementing an in-house customer care infrastructure. As a business that is cyclical and seasonal, this offers a more mobile and nimble workforce option. Find out how the company listens and acts on the voices of external and internal customers in both workforce models.

leveraging technology for remote agents, including: online reader boards, and virtual live chat speak up sessions
employing strategies in-house including daily morning huddles and e-mail data management
involving leadership in listening to the VOC in mandated departmental 20 hour per week listening sessions
conducting weekly interdepartmental roundtable meetings to strategize how to act on VOC data

Find out how Voice of the Customer initiatives are positively impacting Trader Corporation’s on-line traffic including: unique visitors per week, time spent on site and number of pages visited.

Amar Sidhu
Executive Level Sales & Contact Centre Professional
Formerly of Trader Cooperation

2:00 Leveraging Customer Satisfaction As A Key Differentiator For Growth

Cbeyond is a leading business phone service (VoIP), broadband Internet, mobile voice and data, and IT application service provider built exclusively to serve the communication needs of small businesses operating in13 cities with major expansion goals. While providing excellent products at a competitive price, best in class customer support is the real differentiating factor in Cbeyond's capability to sell and retain customers. The company is the industry frontrunner when it comes to the managed service business with a Net Promoter Score above 40% and monthly controllable Customer Churn of less than 0.5%. Find out the company is positioning customer satisfaction and support as a unique retention proposition by:

engaging in proactive monitoring of network and services
focusing quality assurance on process improvement
designing six sigma to improve mean time to repair
translating the VOC into policy and process improvement
employing tools for scanning and replying to customer comments in social media, including myspace, twitter and Facebook

Gain take home tools and techniques to leverage your contact center as a key retention organization with the customer experience as your focal point!

Ashish Bisaria
VP of Customer Service Operations
Cbeyond

2:45 Mid-Afternoon Refreshments And Networking Break

3:15 KEYNOTE: Leveraging Feedback To Drive Loyalty – Translating Feedback Into An Executable Strategy

Nalco Company, the world's leading water treatment and process improvement company, has 11,500 employees, operates in 130 countries and has 50,000 industrial and institutional clients. Nalco actively seeks feedback across a gamut of issues, including services offered, new technologies, down to the billing process. Discover how the company listens to customers and takes action – not just from a follow-up point of view but to change the strategic direction of the company.

reengineering the loyalty measurement process from every two years to quarterly basis
problem solving - creating and delivering value
collecting and analyzing feedback at the local level and the corporate level working with vertical business groups
leveraging a loyalty matrix that assesses: truly loyal, assessable, trapped and high risk Gain insight on what you should - start doing, stop doing and continue doing - in order to translate feedback into an executable strategy!

Emilio Tenuta
Director of Corporate Sustainability and Branding
Nalco

Jeffery Thompson
Director of Business Strategy and Optimization
Nalco

4:00 CLOSING KEYNOTE: Leveraging Customer Feedback To Create A Great Brand

Brands are often a company’s most important asset. As a result, every organization needs to be focused on consistently delivering the brand experience. This session will explore how customer feedback interacts with branding.