Conference Day 1: Tuesday, September 22, 2009

8:00Welcome Address and Introductory Remarks from the Chairperson

8:15 KEYNOTE: Demonstrating to Top Management the Value of VOC Programs

All customer focused executives are also internal marketing professionals, constantly needing to prove your value, promote what you do, and compete for internal resources. While we all capture what customers are saying; we all must make the data ACTIONABLE and sell it upstream. Hunter Douglas will discuss the areas critical to reaching out:

• How to effectively conduct voice of the customer meetings
• How to integrate VOC into product quality, distribution and retail points
• Bringing a VOC culture into an organization
• How to demonstrate and quantify the value of VOC programs

Scott Swift
Director of Consumer Affairs
HUNTER DOUGLAS

9:00 KEYNOTE: Turning Data into Profit: Driving Business Growth and Profit - B to B

Find out how increasing customer loyalty through improved customer experiences can be driven by the insight gained from a comprehensive customer feedback program.

• Embedding customer feedback into company strategy and across lines of businesses
• Implementing an integrated, multi-channel, closed-loop customer feedback program
• Prioritizing opportunities having the greatest impact on customer success and retention
• Utilizing feedback to drive customer-centric business change and growth
• Exploring new profit generating areas by harnessing continuous customer feedback
• Linking customer feedback to operational and financial data

Jeremy Whyte
Director of Customer Feedback and Reporting
ORACLE

10:30 Realigning Metrics Around VOC and Using VOC to Prioritize Strategic and Operational Initiatives

In this presentation, you will find out how to fight for internal resources and demonstrate your bottom line value. People like to manage on growth savings but net is what you take to the bank. Understand your full value chain and leverage new technology to fix customer issues before they have a problem.

• First call resolution: "one and done."
• Providing customer education via 20 social media sites including Twitter, mythreecents.com, and YouTube to resolve problems so they don't escalate
• Moving headcount from a 3rd tier escalation team to front line "digital detectives"
• Realigning metrics, from monitoring call quality all the way through balanced scorecards - aligning what the agents and the CEO see to drive corporate and customer value
• Find out how Whirlpool has beat their budget by $2 million, enhanced employee retention, decreased escalations by 30% and realized a 160% ROI through an at home agents program

Lynn Holmgren
National Director of Customer Care
WHIRLPOOL CORPORATION

11:15 KEYNOTE: "WE'VE GOT YOU UNDER OUR WING" -LISTEN, LEARN AND LEVERAGE CUSTOMER FEEDBACK

During uncertain economic times, it’s important to make customers feel protected, give them peace of mind and be the service provider they turn to. Find out how to translate VOC into action and strengthen your value proposition - keep customers, generate new sales and grow revenue. This presentation will provide a holistic approach to managing the overall customer experience.

• Analyzing yourself as a company
• Understanding where you're at
• Listening to what your customers are saying
• Defining the customer experience and making it a part of your culture
• Measuring the experience through increased spending, improvements in overall customer satisfaction and/or boosts in customer advocacy
• Sizing up how you stand with your competitors.

Jamie Lee
2nd Vice President, Administrative Technology Support
AFLAC

Dan Womack
Senior Manager Insights
AFLAC

CONCURRENT SESSIONS BEGIN: Choose TRACK A Social Media OR TRACK B Strategies for Success

1:15 TRACK A: Driving Insights with Community Forums

Find out how to leverage insights from online communities for innovation of marketing communications and product developments.

• Inviting existing customers and prospects setting up internal
• Stakeholders on cross-functional basis and creating a learning agenda
• Generating instant feedback positioning the forum as a laboratoryfor inventing new ideas

Discover how to demonstrate to customers that you're listening to them and translating their input into action.

Hemant Deulkar
Group Vice President, Manager of Digital Marketing
SUNTRUST BANKS, INC.

OR

TRACK B: Listening to VOC, Creating Accountability and Achieving Results

Government has always had a hard time interacting with customers. Find out how Mayor Bloomberg's Office has created a customer focused environment and achieved remarkable progress using all sources of customer feedback - surveys, face to face customer meetings, 311 phone line, and NYC Citywide Surveys.

• Interacting with customers
• Knowing who your customer is
• Digging deeper into survey data through focus groups

Discover how to create an environment for interaction, collect the data and information, implement recommendations and hold management accountable.

Jeffrey K. Kay
Director of Operations
MAYOR BLOOMBERG'S OFFICE

2:05 TRACK A: PANEL SESSION: Using New Media to Listen to Customers

Online surveys, email, blogs, Twitter, Facebook, YouTube all represent new ways for customers to express what they think and how they feel about your brand. In this increasingly digital age, new media is becoming mainstream, creating new challenges and opportunities for brands to communicate with their customers. This panel will discuss how companies like Southwest Airlines and Case- Mate are leveraging new media to listen and interact with customers.

Panel moderator:
Steve Latham
CEO
SPUR INTERACTIVE

Panelists:
Paula Berg
Manager of Emerging Media
SOUTHWEST AIRLINES

Andrew Knight
Director of e-Commerce
CASE-MATE

OR

TRACK B: "Use it or Lose it" - Leveraging Customer Feedback to Avoid Losing Customers

Keeping customers is always critical, particularly in a harsh economic climate where competitors are vying for new customers. Your customer! Discover how simple changes in approach to customer service can greatly impact whether you retain - or lose - your valued customer.

• Understanding how service decisions can change your business in this economy
• Platform to challenge the entire business toward a "customer focus" mindset
• Polling your customers in new ways
• Conducting customer feedback upfront -as you're going to market with new products &/or services
• Leveraging social media and assessing the impact online customer ratings have on your business
• Use it or Lose it!

Gregory S. Reeves
Technical Support Manager
COMPUCOM
Best Contact Center Supervisor of the Year (2008), ITIL ServiceManagement Certified v3

CONCURRENT SESSIONS BEGIN: Choose TRACK A Social Media OR TRACK B Strategies for Success

3:35 TRACK A: Maximizing Customer Learning from Online Communities and Social Media

Learn how Sun Microsystems Customers and Prospects:

• Help improve the content, format, responsiveness and interactivity of its Product Websites and Online Communities
• Participate in developing innovative Products and Services that they need and want
• Continuously improve hardware and software by sharing their experiences, expectations and wish-lists

Hernando González, Ph.D.
Senior Manager, Corporate Market Research
SUN MICROSYSTEMS

OR

TRACK B: Strategies For Success: Evaluating 360-Degrees Of The Customer Experience

In the never-ending quest for ways to reduce costs, businesses may be tempted to cut corners in their customer support organizations. Even in today’s challenging economy, it is more important than ever to always stay 100 percent focused on the customer. This presentation will provide strategies for success on how to maintain this focus by looking at a 360-degree view of the entire business, including the customer experience, operational metrics, and an internal view. We will discuss how front-line representatives and leaders are the true owners of the experience they deliver to customers, and we will examine how coaching to the whole customer experience is critical in delivering service that will keep customers happy.

4:25Listen Up! Retaining Customers through Continuous Improvement

Join Debra Lechner, AVP Customer Insight of Farmers Insurance as she describes the value Farmers drives into its business by leveraging the voice of its customers.

Debra will discuss how Farmers Insurance has created a Voice of the Customer program that provides management with real-time tools to make decisions, helped re-engineer business processes and motivated employees to strive for excellent customer experiences.

This session will highlight:

• The tactical and strategic ways in which Farmers Insurance uses customer feedback to make improvements to business processes, reducing response times and streamlining training programs.
• The alerting program that has driven improvements to both agent and end customer satisfaction scores by enabling staff to react immediately to resolve specific issues.
• How sharing feedback across the business has led to a motivated culture of continuous improvement.

In addition, Gary Schwartz, SVP Marketing of Confirmit, will discuss the advantages that attitudinal data brings to companies that implement feedback programs, and how you should consider the "Moments of Truth" in the overall customer experience to optimize the value of the program.

Gary Schwartz
SVP Marketing
Confirmit

Debra Lechner
AVP Customer Insight
Farmers Insurance

Debra Lechner
Assistant Vice President of Customer Advocacy and Customer Insight
Farmers Insurance

5:15CLOSING KEYNOTE: Justifying Brand Website & Online Campaign Investments with Metrics that Count

Considering today's economic environment and increased spend for online marketing strategies, brands are more focused on learning where to spend with the most returns. The key challenge in today's marketplace is to learn how to spend budgets on media and marketing initiatives intelligently, as resources become more and more limited.

The website is the only marketing channel where the customer chooses to spend time interacting with the brand. Customer listening and feedback metrics are most powerful to optimize and maximize your online strategies. crmmetrix identifies why it is a misconception to solely rely on site traffic to justify the brand website investment. By demonstrating the multi-tasking capabilities of the website through various case studies, crmmetrix will highlight how websites not only help to build brand equity, drive lifts in brand health and purchase intent levels but also can generate awareness and cross-sell products: Directly feeding into the bottom line.

WHAT YOU WILL LEARN

This interactive workshop will address:

• The power of the brand website within the marketing mix (offline/online)
• The research methodology, metrics and analytical plan used to justify the brand website investment
• How to showcase that the brand website contributes to increases in incremental purchase, first- time awareness, cross selling, and moving consumers along decision making process
• Key points you need to consider before the brand website redesign to maximize purchase intent
• The future of brand websites
• The key metrics that need to be shared with key stakeholders

CRMMETRIX will illustrate and educate about the large opportunity to drive sales/revenue, increase loyalty, and gain or convert market share by focusing on the metrics that count.

Hemen Patel
President
CRMMETRIX, INC.

Kimberly Struyk
Director of Client Service
CRMMETRIX, INC.