Conference Day 2: Wednesday, September 23, 2009

8:00 Event Producer Announcements

8:05Chairperson's Welcome

8:15 KEYNOTE: Multi-Cultural Branding - The "New Normal"

Don't miss this exciting keynote! Farnaz Wallace, Former EVP & Chief Marketing Officer, serves as the chief brand protector and accelerator of performance for Church's Chicken. She is also responsible for all aspects of brand positioning and global marketing. In her 5 years as CMO, Farnaz Wallace has led the brand in 5 consecutive years of positive same store sales growth, outpacing the category, through successful new product introductions & innovative, break-through advertising. An expert in multi-cultural and crossgenerational branding and marketing, she successfully moved the brand beyond price/value, and re-positioned as real, authentic high quality chicken at a great value, proudly serving multi-cultural neighborhoods, family & friends.

Farnaz Wallace
Former Executive Vice President and Chief Marketing Officer
CHURCH'S CHICKEN

9:00 KEYNOTE: What To Do With Customer Feedback - Consolidating Data and Demonstrating ROI

It is often challenging to figure out what to do with the huge volume of customer feedback data. Find out the various methods to collect data and how best to consolidate as well as close the loop with your customers

• Churning the data to make it actionable
• Creating dashboards so internal executives can slice and dice the data as needed
• Developing targets by division to demonstrate ROI and effectively improve the loyalty score

Discover how to gain customer traction so that the data is not just looked at - but actually acted upon!

Bobbykin Makwana
Senior Manager, Customer Experience
LOGITECH

10:30 KEYNOTE: Launching On-Line Forums - Turning your Lowest Cost Support Channel into your Best Source of Customer Feedback

Motorola is going full force with internally managed on line forums for all their phones. Find out how to "remove the filter" by providing your internal customers and engineers with first hand feedback and direct contact with customers and an opportunity to ask customers direct questions.

• Recruiting consumers to provide feedback
• Capturing videos/recordings, designing and implementing surveys and developing virtual focus groups

Don't miss this compelling story with real world insight on what it takes to tackle the challenges and pitfalls of collecting direct consumer feedback.

Matt Greenberger
Consumer Experience Champion
MOTOROLA

11:20 Using VOC to Manage and Drive Business Results

During uncertain economic times, it's important to make customers feel protected, give them piece of mind and be the service provider they turn to. Find out how to adjust your messaging, and strengthen your value proposition - keep customers, grow revenue, generate new sales, and build brand awareness. This presentation will provide a holistic approach to managing the overall customer experience.

• Leveraging text mining to understand and quantify customer verbatim feedback
• Prioritizing business initiatives
• Using customer feedback to shape business metrics
• Providing actionable direction to business leaders
• Using customer feedback to manage Content Provider and Vendor relationships

Don Hill
Director of Service Delivery and Customer Advocacy
TRAVELOCITY

1:10 Incorporating Feedback into Product Design and Listening to VOC on Continual Basis

The CatGenie 120, the world's only self-flushing, self-washing cat box is the product of years of customer feedback and research. Find out how the product and customer interaction represents the company's commitment to customer satisfaction and ownership.

• Collecting feedback and incorporating ideas during product development
• Committing to customers as an investment, not an expense
• Working with customers that are not the end user of the product

Discover how to listen to customer feedback during product development and continue listening for the entire product life cycle.

Steven Yampolsky
President
PETNOVATIONS

1:55 Converting VOC Data into Product and Process Innovation for Breakthrough Performance

Find out how optionsXpress takes VOC data and incorporates it with internal cross-functional innovation teams for launching new offerings and achieving breakthrough performance.

• Listening to customers across numerous channels, including: e-mail, phone, advisory boards and beta testing of new products
• Archiving ideas from both customers and employees
• Coming up with innovative ways to launch new product or process innovations/Case Study: learn how optionsXpress launched texting applications

Listening to customers and then bringing ideas back to them in the form of product offerings creates huge buy-in and "sticky customers."

Tess Polasek
Customer Service Supervisor
OPTIONSXPRESS

Customer Feedback 2008 Delegate Now Speaking About a Program Based on Take-Away Learnings from the Show!

3:10 Customer Lifecycle Management

SunTrust Banks, Inc., headquartered in Atlanta, is one of the U.S.'s largest banking organizations, serving consumer, commercial, corporate and institutional clients. This presentation will address the company's Customer Lifecycle Management process.

• Understanding the customer life cycle management framework and objectives
• Developing effective onboarding programs and "moment of truth" solutions
• Developing the customer relationship tho the full profit and benefit potential
• Removing barriers to customer development and loyalty

Find out how to improve the efficiency and effectiveness of customer acquisition, onboarding, development, retention and winback processes!

Arie Goldshlager
Former Group Vice President, Marketing Manager
SUNTRUST BANKS, INC.

3:55Managing Feedback to Drive Revenue, Improve Employee Engagement and Guest Loyalty

• What is the objective of gathering feedback: Now and in the Future.
• The importance of creating a systematic approach to gathering feedback
• Harvesting feedback from various sources and acting on the information.
• Guest Loyalty - So what? Revenue today and tomorrow

Stewart Collins
Global Director of GuestPath
DELAWARE NORTH COMPANIES