Download pdf - Next Generation Customer Experience

Profit From Groundbreaking Customer Experience Strategies

May 23-25, 2011 | Hyatt Regency Century Plaza Los Angeles, California

www.the-customer.com

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Instill customer-centric core values to set the stage for customer experience excellence

Tap into structured and unstructured customer feedback to uncover experience gaps

Engage with your customers on social media to respond to experience delights anddisappointments

Optimize the mobile brand experience and connect it to existing channels

Invest in innovative customer experiences that will boost long term profitability

Jay TopperSVP, Customer SuccessRosetta Stone

Vicky StennesVP, Inflight ExperienceJetBlue

Devin C. CartyChief Experience Officer & Chief LearningOfficerVanguard Health

Janet HopkinsVP, Customer ExperienceREI

Andrew KovenPresident, e-Commerce and CustomerExperienceSteve Madden

Jasmine GreenVice President, Chief Customer AdvocateNationwide Mutual Insurance Company

Lead Sponsor: In Partnership With: Organized by:

RegisterToday:

Call: 1.888.482.6012 or 1.646.200.7530 Web: www.the-customer.comFax: 1.646.200.7535 Email: [email protected]

2011 SpeakingCompanies

Join Us

Revitalize Your Customer Experience Approach

Register by March 31, 2011and receive $200 off*

*customer experience executives only

Cross-Industry Customer Experience Insight From:

Dear Colleague,

With the continued commoditization of goods and services, smart companies differentiate byproviding value beyond their products. This value lies in an innovative cross-channel experiencethat surprises and delights today’s empowered consumer.

This May, The Next Generation Customer Experience Event will provide you with the toolsyou need to boost revenue and drive customer loyalty in 2011 and beyond. Network and shareideas with customer experience leaders and find out how to:

• Create a comprehensive company wide customer experience strategy• Instill customer-centric core values and create an engaged employee culture• Align company priorities and metrics around the customer experience• Tap into customer feedback and interpret VoC data to identify critical experience gaps• Optimize the mobile and social media brand experience and connect it to existing

channels

In just 3 days participate in CCO interviews, roundtable discussions, interactive workshops, realworld case studies and provocative panel discussions all thoughtfully designed based on monthsof research with the content advisory board and customer experience executives across allindustries.

We encourage you to browse through the brochure to see how you can profit from strategiccustomer experience design. Don’t be left behind your competitors. Secure your spot todayat the customer experience event of the year.

We look forward to meeting you in LA!

Don McNicholVice President, OnlineTourneau

Maura SullivanSenior Manager, Customer Loyalty TeamZappos CLT, Inc.

Janice BrownManager, Channel Strategy andOrchestrationFedEx

Kristin PaulickProgram DirectorWBR

Debra HaymDivisional DirectorWBR

2 Call: 1.888.482.6012 or 1.646.200.7530 Fax: 1.646.200.7535 Email: [email protected] Visit: www.the-customer.com

Are you on Facebook,Twitter or LinkedIn? NextGeneration CustomerExperience is!

Follow us: @customer_event

Join us: visit www.the-customer.com to jointhe LinkedIn and FacebookGroups

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JOIN THECONVERSATION

Who Should Attend?

Senior level executives withresponsibility for the customerexperience across any and allconsumer touch points:• Chief Customer Officer • Chief Store Officer • Chief Experience Officer • Chief Marketing Officer

EVP, SVPs, VPS, Directorsand Managers of:• Customer Experience • Customer Engagement • Customer Strategy• Customer Relationship

Management

• Customer Loyalty • Consumer Insights • Customer Care • In-Store Experience• In-Store Operations

• Retail Operations• E-Commerce • Online • Digital and In-store

Marketing • Channel Marketing • Global Marketing

Profit From Groundbreaking Customer Experience Strategies

May 23-25, 2011 | Hyatt Regency Century Plaza Los Angeles, California

www.the-customer.com

Devin CartyChief ExperienceOfficer & ChiefLearning OfficerVanguard Health

Maura SullivanSenior Manager,Customer Loyalty TeamZappos CLT, Inc.

Janice BrownManager, ChannelStrategy andOrchestrationFedEx

Don McNicholVice President,Online Tourneau

Conference Day One8:30 Breakfast And Workshop Registration

9:00 Workshop A (Refreshments Included)Tactics For Optimizing The Mobile Experience

11:00 Networking And Refreshment Break

11:30 Workshop B (Refreshments Included)It’s Not Rocket Service: Strategies For Managing,Meeting And Exceeding Customer ExpectationsDesigning and delivering outstanding customer experience requiresnot only feedback from experiences customers have already had butalso to anticipate what those customers’ expectations are before theexperience. But most companies do not have a process for collectingand understanding their customers’ expectations andcommunicating those expectations to their people. In this hands-on,high-energy workshop, participants will:

• Determine the customer expectations they already know andwhich expectations they don’t at each touch point

• Create a strategy for gathering customer expectations from their keycustomers which will drive strategies for serving them and others

• See expectations through their customers’ eyes.• Walk away with at least one usable action item for exceeding

customer expectationsSteve CohnCSP, Customer Experience ExpertPeople to People Learning, Inc

12:30 Luncheon

1:30 Workshop B continuedIt’s Not Rocket Service: Strategies For Managing,Meeting And Exceeding Customer Expectations

Steve CohnCSP, Customer Experience ExpertPeople to People Learning, Inc


3:00 Workshop C (Refreshments Included)Chief Customer Officer 101

Curtis N. BinghamFounder and Executive DirectorChief Customer Officer Council

5:00 Workshop Day Concludes

Monday, May 23, 2011

3

Conference Chair: Curtis N. BinghamFounder and ExecutiveDirectorChief Customer OfficerCouncil

Edward JankowskiSenior Vice President andGeneral ManagerGodiva Chocolatier, Inc.

Andrew KovenPresident, e-Commerce andCustomer ExperienceSteve Madden

Devin C. CartyChief Experience Officer &Chief Learning OfficerVanguard Health


Barbara CerfCorporate Vice PresidentNew York Life

Janet HopkinsVP Customer Experience REI


Zack RosenCEOMission Bicycle Company

Jasmine GreenVice President, ChiefCustomer AdvocateNationwide MutualInsurance Company

Pinny GniwischChief Motivational Officerice.com

Maura SullivanSenior Manager, Customer Loyalty TeaZappos CLT, Inc.

Julie BostonManager, Channel Experienceand InfrastructurePier 1 Imports

Kelly Harper,Director, Brand and CustomerExperienceBMO Financial

Janice BrownManager, Channel Strategyand OrchestrationFedEx

Candy ClayDirector, Customer CareCVS Caremark

Bonny SimmiDirector of CustomerExperienceJetBlue

Jeff L. AnglinDirector of CustomerExperienceMedtronic Diabetes

Tabitha DunnDirector, Consumer InsightsCitrix Online

Kimberly DunwoodyDirector, Global CustomerExperience Design StrategyWestern Union

Kelly N. CookVice President, CustomerStrategy and EngagementDSW

Chris BryaDirector, Mobile and EmergingChannels and DevelopmentChoice Hotels

Jim KnightSenior Director, Training and DevelopmentHard Rock International

Mike BrayVP, Customer ManagementSprint

Helen BurtSVP and Chief CustomerOfficerPacific Gas & Electric

Larry FreedPresident and CEOForesee Results

Michael SachsGeneral Manager, CRM andOwner LoyaltyVolkswagen of America

Rudy VidalFormer Chief CustomerOfficerInContact

Steve CohnCSP, Customer Experience ExpertPeople to People Learning, Inc

Lawrel DemmertRegional Human ResourcesDirectorThe Home Depot

The 2011 Speaking Facul ty

A Special Thank You To The 2011 Advisory Board

LeadSponsor:

Tuesday, May 24, 2011Conference Day Two7:15 Networking Breakfast And Registration

8:10 Welcome Remarks

Kristin PaulickProgram DirectorWBR

8:15 Conference Chair’s Opening Address


8:30 Keynote: Why Now? Why It Is More ImportantThen Ever To Deliver Groundbreaking CustomerExperiencesOver the past two to three years, the US economy hassignificantly impacted many companies’ ability to provideexcellent customer service. Resources were slashed and pricewars often ensued…the focus on the customer experiencedwindled. Now, with the economy rebounding, all industriesare recognizing that to meet the needs of today’s discerningand tech savvy consumer, they must invest in strategic andgroundbreaking customer experiences across all consumertouch points. Learn why the customer experience is the keyto differentiating your brand and attracting a loyal customerbase in 2011 and beyond.

Andrew KovenPresident, e-Commerce and Customer ExperienceSteve Madden

9:00 Keynote: Create And Sustain An EngagedEmployee Culture That Sets The Stage For AnEmotionally Engaging Customer ExperienceTo create winning customer experiences, customer-centricitymust permeate all aspects of an organization. Every functionas well as every corporate operation and decision should alignwith the customer. Customer-centric core values must bebelieved and followed by everyone within the organization.Find out how to:• Create and sustain an engaged employee culture that will

drive an emotionally engaging customer experience • Drive a great customer experience by focusing on people

and empowering them to do what’s right• Develop and instill customer-centric core values with all

employees to reinforce every customer experience initiative• Leverage employee engagement to maximize customer

loyalty• Communicate a customer-centric value proposition to all

employees that demonstrates a customer view • Align the company objectives and initiatives around

creating an ideal customer experience

Devin C. CartyChief Experience Officer & Chief Learning OfficerVanguard Health Systems

9:45 Metrics To Understand The Cross-ChannelCustomerCompanies that are committed to providing a superiorcustomer experience face a common problem – how toevaluate and benchmark performance across multiple touch-points with consistent, insightful and actionable metrics thatencompass the customers’ perspective? How many website

clicks and page views are too many or too few? How muchdoes social media buzz impacts your bottom line? What’sthe tolerance threshold for a call center call? Or the rightamount of helpfulness for sales associates? Behavioralanalytics are missing the contextual customer perspectivethat can yield insight to grow your business. Learn how toapply science and art to quantify intangible qualitativefactors that influence and predict cross-channel customerbehavior, not just report it.

This session will show you:• A scientific approach to attitudinal analytics that

complements behavioral metrics and provides a morewell-rounded, accurate gauge of the cross-channelcustomer experience

• The difference between feedback and measurementanalytics and why this difference is so important

• How to deploy a consistent measurement frameworkacross multiple channels to keep the pulse of customerrelationships on a continuous basis

Larry FreedPresident and CEOForesee Results

10:15 Keynote Interview: The Case For Creating ASeparate Customer Experience DepartmentWith the continued commoditization of goods and services,many organizations are using customer experience as a wayto differentiate their brand and drive customer loyalty. Withthis increased focus, there is a need for a separate functionalgroup that acts on behalf of the customer. Learn why onecompany established a customer experience department andput in place a VP of Customer Experience as well as theresults of this effort.• How to establish a customer experience function and

develop an internal reporting structure• Gain visibility into all customer touch points and gather

customer feedback across all touch points• Empower the customer experience team to affect change

and dictate new processes • Maintain efficiency while still enhancing internal

communications with your customer experience team• Prioritize customer experience projects in order of highest

sustaining value and sustaining profits

Led By: Curtis N. BinghamFounder and Executive DirectorChief Customer Officer Council

Featuring:


Helen BurtSVP and Chief Customer OfficerPacific Gas & Electric

Rudy VidalFormer Chief Customer OfficerInContact



1:45 Gaining Buy-in From The Front-line To C-SuiteIn Customer Experience Initiatives Shifting to a more customer-centric company does nothappen overnight and certainly would not be possiblewithout consistent and serious executive support thatdrives solid alignment all the way to the front-line.Uncover the best ways for keeping C-level executivesengaged in the customer experience transformation,while at the same time gaining buy-in from those whoactually deliver the service • Being ambidextrous: How to present new customer

experience initiatives and suggestions to your keyexecutives and front-line at the same time

• Uncover tips for achieving consistent backing and buy-in from the c-suite to ensure ample funding andresources for customer experience projects

• Developing alignment through a bottom up and topdown approach to improving the Customer Experience

Bonny SimiDirector of Customer ExperienceJetBlue

12:45 Luncheon

Track A: Cultivate A Customer-Centric Culture Track B: Turn Customer Feedback Into Unrivaled Customer Experiences

Mission Bicycle: The Solution To An Industry-WideCustomer Experience GapJust a few years ago the customer experience in the bikingindustry, especially in city biking, was poor to say the least.What’s more, the existing bike industry supply chain allowedfor little control over the customer experience. Knowing this,the founders of Mission Bicycle Company recognized thiscustomer experience gap and solved it by created a companythat transformed the supply chain and offered a unique andpersonalized way to purchase city bicycles.

Zack RosenCEOMission Bicycle Company

Concurrent track sessions begin, feel free to alternate between tracks to customize your experience

5

Day Two Continued

As a CEO or customer experience executive, it is yourresponsibility to prioritize customer experience initiativesand promote a customer-centric value propositionthroughout your organization.

BUT YOU’RE NOT ALONE!Join your VP level peers at the Next GenerationCustomer Experience VP Think Tank. Gain honestfeedback, debate strategic ideas and share high levelinsights in a private, moderated forum for 75 minutes.Take advantage of this rare opportunity to learn howyour counterparts are creating innovative experiencesacross all consumer touch points.This is an invitation only session. If you wish toparticipate or would like to nominate your VP-levelcustomer experience colleague, please contact KristinPaulick, Program Director [email protected].

Strategic Thought Leaders:Janet HopkinsVP, Customer ExperienceREI


Helen BurtSVP and Chief Customer OfficerPacific Gas & Electric

11:30 Invite-Only VP Think Tank Interactive Roundtable Discussions

After a busy morning of active listening, keynotes and networking,take control of your own event experience. Don’t be shy! Askquestions (or answer them!) of other conference attendees who aredealing with the same challenges as you. After 40 minutes, when thebell rings, move on to your second table for a repeat performancewith a fresh topic!In the last 10-15 minutes, each roundtable facilitator will share the 3take-aways from each discussion.

Benefits:• Network with industry peers with very similar challenges, interests

and responsibilities • Take a deep dive into a niche topic in an intimate and informal

setting moderated by a subject matter expert • Don’t miss out on any discussions or learnings by staying for the

roundtable wrap ups at the end of the sessions • Bonus - Leave Next Generation Customer Experience with 10 key

take-aways you can put into action as soon as you return to theoffice

Topics:Roundtable 1: Motivating And Empowering Employees ToDeliver Exceptional ExperiencesFacilitator :

Jeff L. AnglinDirector of Customer ExperienceMedtronic Diabetes

Roundtable 2: Social Media To Enhance The CustomerExperienceIf you are interested in moderating this discussion, please contactKristin Paulick: [email protected]

Roundtable 3: Mobile Technology To Meet The Needs OfToday’s On-The-Go ConsumerIf you are interested in moderating this discussion, please contactKristin Paulick: [email protected]

Roundtable 4: Capturing And Interpreting Customer FeedbackTo Spark Experience InnovationFacilitator :

Julie BostonSenior Manager, Customer RelationsPier 1 Imports

OR join in:

LeadSponsor:

2:15 How To Hire And Train Employees In ACustomer-Centric OrganizationRegardless of your industry, delivering exceptionalcustomer experiences starts with exceptional employees.Find out how Zappos hires and trains employees to alignwith their core values and culture.• Hire employees based on their personality and

enthusiasm for working with people• Select employees who align with company culture and

team dynamics• Improve employee morale and satisfaction by

developing their strengths and providing diverse, cross-functional training opportunities

• Implement situational/role play exercises to optimizeemployee-customer interactions

Candy ClayDirector, Customer CareCVS Caremark


3:15 Empower Employees To Deliver UnparalleledCustomer ExperiencesOnce you have hired and trained customer-centricemployees, it is critical for you to empower them tomake decisions with the customer in mind. While the callcenter environment is often structured and based onefficiency, learn techniques to avoid this from being ananchor. Inspire people to stretch their minds, thinkoutside the box, and take risks in your pursuit of a greatcustomer experience.• Focus on employee happiness to create an optimal

customer experience• Shape your culture with core values that are utilized

inside and outside the office• Change the mindset to empower representatives while

removing fear of poop performance• Provide employees with the tools they need to offer

the best possible customer experience

Maura SullivanSenior Manager, Customer Loyalty TeamZappos CLT, Inc.

3:45 Gather Employee Feedback To RevealCustomer Experience GapsAll companies have different methods for assessing theiremployees and interpreting the feedback they receive.Find out how the most customer-focused companies areusing employee feedback to identify areas forimprovement in their customer experience across alltouch points.• Net Promoter Score is not just for customers, how to

use NPS with your employees• VoC is not just for your customers, how to capture

Voice of the Employee• Methods for collecting transactional feedback as well

as employee engagement feedback• How to overlay VoE and VoC to identify attributes that

bring the most lift to customer experience

Kelly HarperDirector, Brand and Customer ExperienceBMO Financial

Customer Feedback: The Key To ExceedingExpectations At Every Touch PointMethods for collecting customer feedback are constantlychanging and there is debate as to which methods are the mosteffective. Learn the latest techniques for gathering customerfeedback and which approaches are most efficient, accurate andundisruptive to the customer’s experience with your brand.• An overview of quantitative and qualitative methods for

capturing customer feedback• Insight into which customer feedback techniques to use and

when• Determine the most important touch points for listening to

your customer• How to really listen to your customer and unearth the broader

context of a customer’s life

Julie BostonSenior Manager, Customer RelationsPier 1 Imports

Employ Voice Of The Customer To Capture UnmetCustomer Experience NeedsVoice of the Customer (VoC) programs are present in almostevery organization’s ongoing customer experience analysis.Discover new examples of how VoC has been deployed to solvecustomer issues, deliver product insight, and identify new growthopportunities. This session will walk you through trends in VoCprograms and how to conduct an efficient and telling customerexperience research.• When is it appropriate to deploy VoC methods?• Best practices for identifying target customers and selecting

which customers to contact for VoC research• Ideas for better capturing customer needs through interviews,

contextual inquiries and ethnographic deep-dives• Examples of how to use social media to monitor voice of the

customer• Methods for aggregating social media conversations to

interpret customer needs

Kimberly DunwoodyDirector, Global Customer Experience Design StrategyWestern Union

Marketing To Women: Same Faces, New Places Women make up 51% of the workforce and make 85% of familydecisions. This "Chief Financial Officer" of the home is key to yourmarketing, and she's savvy about finding the best ways to maximizeher time while multitasking. How do you reach the various segmentsof the women's market using social media, smart phones, traditionaland non-traditional methods? Are you selling to "women" as amarket or really taking a deep dive into the heart of what she wants,her market segment, lifestyle, age, demographics? Are you being"authentic" or is that just the latest catch phrase? Join us for aninteractive session on reaching women and discuss examples ofsuccessful marketing and how to avoid the pitfalls and some of thepratfalls.

Barbara CerfCorporate Vice President, Women’s MarketNew York Life


Day Two Continued

Wednesday, May 25, 2011Conference Day Three7:30 Networking Breakfast

8:00 Re-cap Of Main Conference Day One By TheConference Chair


8:15 Key Insights From The VP Think Tank

8:30 Fueling Loyalty With A Mile High Customer-Centric CultureOver the decades, service and experience have taken a backseat in the airline industry. JetBlue Airways has made it theirmission to bring the long forgotten customer service back tothe business, but in a new, more relevant way. This missionall starts with the infusion of a customer centric cultureacross the organization—one where even operational

actions are taken with the benefit of the customer in mind.Hear how you can apply the principles of values-baseddecision making and servant leadership to improveretention, word of mouth buzz and create powerful brandadvocates.


9:15 Creating The Ultimate Chocolate Experience ThatInspires Passion For The Godiva Brand AroundThe World

Edward JankowskiSVP, GM, North AmericaGodiva Chocolatier

4:30 Panel Discussion: Transform Your InternalStructure To Create A Unified CustomerExperience For Today’s Cross-Channel BuyerCross-channel customers are no longer the exception,they are the rule. Your customer interacts with your brandacross multiple touch points, and accesses productinformation in a myriad of ways. Despite this fact, manyorganizations continue to be siloed and communicationacross channels remains limited.How can you better align your customer channels andcommunicate across functional areas to ensure a unifiedcustomer experience?• Understand how your channels connect and how your

customer interacts with each touch point• Coordinate efforts across channels and make policies

and processes consistent• Relay critical customer information and feedback

across all touch points

Panelists:Janice BrownManager, ChannelExperience andInfrastructureFedEx

Jeff L. AnglinDirector of CustomerExperienceMedtronic Diabetes

Michael BrayVP CustomerManagementSprint

Lawrel DemmertRegional HumanResources DirectorThe Home Depot

You Have Your Customer’s Feedback…Now What?Most companies are no longer in need of customer data…Infact; they often have so much data that it’s hard to knowwhat to do with it all. This session will help you to understandyour data: from where it originated to how to translate it intoactionable customer experience insight. Discover how to:• Use the data to spark customer experience innovation and

new ideas that will surprise and delight your customer• How to assess and interpret findings from solicited vs.

unsolicited feedback• How to avoid data overload and misinterpretation• Prioritize customer feedback and translate it into key action

items for different organizational teams

Tabitha DunnDirector, Consumer InsightsCitrix Online

5:10 Join Us For The Next Generation Customer Experience Cocktail Reception In The Exhibit HallAfter a busy day of solution-focused sessions, relax with fellow speakers and attendees. Take advantage of theopportunity to network, share ideas off-line and check out new products and services from innovative customerexperience providers.

6:00 Conference Day Two Concludes

7

Day Two Continued

Don’t miss out on over eight hours of networking!

LeadSponsor:

9:45 Keynote: Think Global: Customer ExperienceConsiderations With A Global Brand AndCustomer BaseWhen your brand operates on a global level, you arepresented with a unique set of customer experiencechallenges. Each region’s culture dictates different customerbehaviors and preferences. What’s more, communicatingcore brand values and achieving consistent customer successbecomes exponentially more difficult with widespread globaloffices.


10:15 Navigate Social Media: The Customer ExperienceGame ChangerAt this very moment, someone online is talking about yourbrand. They may be providing a review of a recent purchaseon a site like Yelp, or telling their Twitter followers about arecent in-store experience. DSW will discuss methods forleveraging social media to monitor the pulse of their brandand using unsolicited feedback and brand chatter to makeincremental changes to their customer experience.• Evaluating where to start with social tools and which

efforts will have the greatest impact• Methods for monitoring and interpreting social media

activity to gather insight about your current customerexperiences

• Debate who should be responsible for social media to besure that critical customer experience insight isconsistently captured

Kelly N. CookVice President, Customer Strategy and Engagement DSW


11:15 Industry-Focused Interactive RoundtableDiscussionsSelect a table based on your focus in:

Roundtable 1: Retail/CPGModerator to be determined

Roundtable 2: Account based servicesModerator:

Kelly HarperDirector, Brand and Customer ExperienceBMO Financial

Roundtable 3: HospitalityModerator:

Chris BryaDirector, Mobile and Emerging ChannelsChoice Hotels

12:00 Luncheon

1:00 Engage With Your Customers On Social Media ToRespond To Experience Delights AndDisappointmentsThe average American spends 421 minutes on Facebook permonth. So how can you take advantage of this time spendon social media? Reach your customers where they alreadyare. This session will show you how to:• Create an authentic social media presence for your brand

to establish consumer trust and loyalty• Train your employees on how to engage on social media

to ensure that your customer-centric core values shinethrough

• Integrate social media into your existing channels—connect it to CRM, mobile, email, etc.

• Use social media customer feedback to create newrevenue streams

• Provide individual customer feedback that is helpful andvisible to other customers which will save time, moneyand reflect positively on your brand

• Leverage the value of public and private customercommunities to capture customer insight

Pinny GniwischChief Motivational Officerice.com

1:30 Improve The Customer Experience Using MobileTechnologyWith ever growing mobile adoption rates, particularly smartphone adoption rates, organizations must position theirbrand in the mobile space in order to compete. This sessionwill show you how to take advantage of mobile technologyto improve the customer experience and connect thischannel with existing customer touch points.• How to make your product site mobile and tablet friendly

for improved usability• Examples of apps that provide product education and fun

branding opportunities• Make use of location based product offers and education

to provide on-demand• Methods for tracking the performance of mobile in

comparison with other customer channels• Use of mobile to assist and add value to in-store purchase

decisions• Connect mobile to other customer channels to create a

seamless experience

Chris BryaDirector, Mobile and Emerging ChannelsChoice Hotels

2:00 Optimize The In-Store Experience To Meet TheNeeds Of Today’s Empowered ConsumerCustomers have more brand choices and more channels toaccess brands than ever before. How can you differentiateyour brand and create an in-store experience that cannot befound elsewhere? This session will walk you through onecompany’s effort to rejuvenate its stores to better meet theneeds of its customers. • Shift from a transaction-oriented retail model to a service-

oriented retail model• Provide product information to augment the shopping

experience through the use of matrix bar codes • Equip employees with handheld devices to bring extensive

product information to their fingertips• Utilize mobile technology to provide customized, location

based product information


Day Three Continued

Visit us on the Blog

• How to take advantage of digital signage and kiosks todeliver on demand product education

Dmitri SiegelExecutive Director, Customer LoyaltyUrban Outfitters (invited)


2:45 Service That RocksThis interactive session is effectively designed to highlightbest practices to create, maintain or revolutionize acompany’s service culture. The end-result of everyone whoattends is to ultimately provide such unbelievable guestobsession, that it demands for people to return or continueutilizing your products. The visceral backdrop of Hard RockInternational will set the stage to allow you to get into thememory-making business. The time allotted is chock-a-blockfull of visual Power Point slides, out-of-the-box thinking,book quotes, personal stories and an interactive handout forsome real “take aways”. If you are a fan of both irreverence& unparalleled guest experience, come see what all thenoise is about…Creating unforgettable memories, all toldthrough the spirit of Rock ‘n Roll.

Jim KnightSenior Director, Training and DevelopmentHard Rock International

3:30 Panel Discussion: Drive Customer Loyalty AndBuild Brand Advocates Who Will Share YourCustomer Experience StoryMore so than customer satisfaction, customer loyalty is closelytied to customer retention, purchase behavior and brandreferrals. What are the best ways to measure customer loyalty?Is NPS still the Holy Grail? Find out how leading companies aremeasuring customer loyalty and using these measures toidentify high value customers and brand advocates.• Determine how customer loyalty differs from customer

satisfaction?• Deliver on your brand promise to build customer trust,

and in turn, loyalty• New ideas for creating loyalty and making it easier to gain

and maintain repeat business• Methods for identifying and rewarding brand advocates

and evangelists

Guy DilgerContributing EditorColloquy

Michael SachsGeneral Manager, CRM and Owner LoyaltyVolkswagen of America

9

Day Three Continued

“Absolutely had the time of my life not only speaking and being a part of the panel but also in meetingso many good people in the industry who all had wonderful ideas to share.”

-Lee Bissonnette, SVP, Direct-to-Consumer, FAO Schwarz (eTail West attendee)

4:00 Keynote: Going From Last To First The EvolutionOf The Sprint Customer ExperienceIn 2007 Sprint found itself in the precarious position oftrailing its wireless competitors in customer satisfaction andhaving a brand that suffered an identity crisis.

With a renewed focus on innovation and a relentless focuson improving customer experiences, Sprint is now back inthe hunt and is a bona fide contender in the race for bestoverall wireless customer satisfaction.

According to the American Customer Satisfaction Index (ACSI)Customer satisfaction with wireless telephone service sets anew all-time high for the second consecutive year (in 2010),rising 4% to 72. With wireless looking to be the future oftelephone service, providers are ramping up efforts to providenew services, simplified usage plans and better pricing.

In the ACSI survey, Sprint achieved the largest improvementof any company across all industries, in customersatisfaction, over the last two years. Only one time, six yearsprior, has any company improved as much as Sprint in a twoyear period, in the 16-year history of the survey.

Other third party studies are verifying Sprint’s rising leadershipin call satisfaction. In the January 2011 National CustomerService Survey from Vocalabs, Sprint made impressive gains inphone-based customer service in 2010 and now leads allnational wireless competitors across several key metrics,including call satisfaction and first call resolution.

Hear how Sprint was able to quickly capture the “mostimproved” award in the wireless industry and its goal ofbecoming the leader in overall wireless satisfaction.

Mike BrayVP, Customer ManagementSprint

4:30 Closing Remarks: What Is Your CustomerExperience End Game?What’s next for your customer experience initiatives? Whatis your ultimate goal as a customer experience exec? Are youlooking to fix existing gaps in the customer experience andcreate steady state growth? Or, are you hoping to developnew, break-through experiential design? Discuss the futureof your role and your initiatives and what might be the nextcustomer experience game changer.

4:45 Conclusion Of Next Generation CustomerExperience. See You Next Year!

LeadSponsor:

About Our Sponsor

As the leader in customer satisfaction measurement, ForeSee Results captures and analyzes voice ofcustomer data to help organizations increase loyalty, recommendations and marketing value. Using apatented, scientific methodology developed at the University of Michigan, ForeSee Results identifiesimprovements across all channels and touch points that drive customer satisfaction. With over 55 millionsurvey responses collected to date and benchmarks across dozens of industries, ForeSee Results offersunparalleled expertise in customer satisfaction measurement and management around the globe.ForeSee Results can be found online at www.ForeSeeResults.com.

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The Chief Customer Officer Council is thefirst of its kind -- a member-led peer-advisorynetwork offering unparalleled insight into the

critical issues facing CCOs. It was created to provide a safeenvironment where CCOs can share ideas, concerns, and build bestpractices that well help them, their companies, and especially theircustomers succeed. The Council's goals include establishing the CCOrole within the highest levels of the corporate hierarchy, helpingmembers drive more profitable customer behavior, creating acustomer-centric culture, and driving more sustainable businessresults. The Council includes CCOs from diverse industries,purposefully cross-pollinated with the most forward-thinkingcompanies, large and small. Thus, the Council can be one of yourgreatest sources of career advancement and innovation.

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Registration Information

Disclaimer*Please note a qualified customer experience executive is NOT: A service provider to retailers- Including, but not limited to software vendors, technology vendors, solution providers,consultants or companies with primary revenues resulting from these other areas.Worldwide Business Research reserves the right to enforce the rate for non-manufacturers.No two discounts or offers may be combined. Team Discounts do not apply to sponsoring orexhibiting companies. Fee includes continental breakfast, lunch, cocktail receptions andconference documentation. Please note that Connecticut residents must add 6% sales taxto their registration fee. To register, you can call 1-888-482-6012 or 646-200-7530 registeronline at www.the-customer.com

**Other includes any service provider to customer experience executives - SolutionProviders, Consultants, or any third party vendors that partner with or provide customerexperience services to retailers. Worldwide Business Research reserves the right to enforcethe rate for non-retailers

All discounts are taken off the full conference price. No two discounts or offers can becombined. Payment is due in full at the time of registration. Your registration will not beconfirmed until payment is received and may be subject to cancellation

To secure space for your team, contact Bill Penney at 1-866-691-7771 or [email protected]

1. Full exposure to over 150 qualifiedconference attendees comprised of senior levelexecutives responsible for their company’scustomer experience strategy: you gain directaccess to the senior decision makers leading theway in service and support.

2. Extensive networking opportunities, allowingfor face to face customer contact and one to onemeetings.

3. Tailor-made sponsorship packages enable youto competitively position your company the wayyou want.

4. Opportunity to promote your brand and align itwith the other industry leaders participating in theconference.

5. Increased flow of traffic through the solutionszone during breakfast, coffee breaks and receptions.

Here are the top 5 reasons Next GenCustomer Experience is the place toinvest your marketing dollars:

WBR CANCELLATION, POSTPONEMENTAND SUBSTITUTION POLICY: You maysubstitute delegates at any time. WBR doesnot provide refunds for cancellations. Anycancellations received in writing not less thaneight (8) days prior to the conference, you willreceive a 90% credit to be used at anotherWBR conference which must occur within oneyear from the date of issuance of such credit.An administration fee of 10% of the contractfee will be retained by WBR for all permittedcancellations. No credit will be issued for anycancellations occurring within seven (7) days(inclusive) of the conference. In the event thatWBR cancels an event, delegate payments atthe date of cancellation will be credited to afuture WBR event. This credit will be availablefor up to one year from the date of issuance.In the event that WBR postpones an event,delegate payments at the postponement datewill be credited towards the rescheduled date.If the delegate is unable to attend therescheduled event, the delegate will receive a

100% credit representing payments madetowards a future WBR event. This credit willbe available for up to one year from the dateof issuance. No refunds will be available forcancellations or postponements. WBR is notresponsible for any loss or damage as a resultof a substitution, alteration, cancellation, orpostponement of an event. WBR shallassume no liability whatsoever if this event isaltered, rescheduled, postponed or cancelleddue to a fortuitous event, unforeseenoccurrence or any other event that rendersperformance of this conference inadvisable,illegal, impracticable or impossible. Forpurposes of this clause, a fortuitous eventshall include, but shall not be limited to: anAct of God; governmental restrictions and/orregulations; war or apparent act of war;terrorism or apparent act of terrorism;disaster; civil disorder, disturbance, and/orriots; curtailment, suspension, and/orrestriction on transportation facilities/meansof transportation; or any other emergency.

Hyatt Regency Century Plaza 2025 Avenue of the Stars,Los Angeles, California, USA 90067 Tel: +1 310 228 1234 http://www.centuryplaza.hyatt.com/hyatt/hotels/index.jsp

Hotel OverviewSurround yourself with contemporary glamour and style atthe Hyatt Regency Century Plaza. Perfectly situated on thefashionable West Side, adjacent to Beverly Hills, thiselegant West Los Angeles luxury hotel offers easy access toall the sights of this vibrant city. Set on seven lush acres,with 726 spacious and recently-renovated guestrooms, theworld-class Equinox spa and fitness center and state-of-the-art meeting and event facilities, this hotel near BeverlyHills is a welcome retreat in the midst of the city.

Room Rate InformationAttendees of Next Generation Customer Experience have aspecial rate of $189.00 at the Hyatt Regency CenturyPlaza. To receive this rate, attendees should call 1-310-228-1234 or 800-233-1234 and identify themselves as aCustomer Experience Delegate so they can receive thespecial rate by 4/29/2011. After this date, the rate oravailability cannot be guaranteed.

Hotel Information

Qualified Customer Register and Register andExperience Executives* Pay In Full By Pay In Full By Full Price

March 31, 2011 April 28, 2011

Three Day Conference $1,599.00 $1699.00 $1,799.00

Conference Pricing Register and Register and Full Pricefor Groups of 3+ for qualified Pay In Full By Pay In Full By customer experience executives March 31, 2011 April 29, 2011

Three Day Conference $1349.25 $1439.20 $1529.15

Other** Full Price

Three Day Conference $2299.00

For every registration received for NextGeneration Customer Experience, WBRwill donate a portion of theregistration fee to Smile Train. Formore information about WBR’sinvolvement with Smile Train, pleasevisit www.the-customer.com.

11

Sponsorship and exhibitingopportunities are extremelylimited! Contact Jonathan Ross at 646-200-7496or [email protected] immediately.

LeadSponsor:

Delegate Details Please photocopy this form for additional registrations.

(Mr./Ms./Dr.) First Name ______________________________________________________________

Last Name _________________________________________________________________________

Title _______________________________________________________________________________

Department ___________________________ Organization _________________________________

Address ___________________________________________________________________________

City __________________________State _____Zip _______________________________________

Phone (_____) ____________________Fax (_____) ________________________________________

E-Mail_____________________________________________________________________________

Payment Methods:❑ Check enclosed for ______________ payable in U.S. $ to WBR❑ EFT or WIRE TRANSFER PAYMENT DETAILS: HSBC Bank USA 452 Fifth Ave New York, NY 10018

Routing #: 021001088; SWIFT: MRMDUS33 Worldwide Business Research USA LLC: 619782161

Please reference code 19828.001 when registering

❑ Charge to my: ❑ AMEX ❑ Visa ❑ MasterCard ❑ Diners Club ❑ Discover CardCard # ________________________________________________________________________________Sum of ___________________________ Exp Date: ____________________________________________Cardholder’s Name_______________________________________________________________________Signature _______________________________________________________________________________Visit www.the-customer.com for cancellation information and frequently asked questions

Attention Mailroom: If undeliverable to addressee, this time sensitiveinformation should be forwarded to the VP, Customer Experience

19828.001/MS

WBR535 Fifth Avenue, 8th FloorNew York, NY 10017

Five Easy Ways To RegisterONLINE www.the-customer.com

EMAIL [email protected]

FAX This form to 1-646-200-7535- You will be contacted for payment details.

MAIL Your registration form and payment details to:Worldwide Business Research 535 5th Avenue, 8th Floor, New York, NY 10017

CALL 1-888-482-6012 or 1-646-200-7530

When registering please provide the code above.

Your priority booking code is:

I would like registration package: (please see pricing on page 11)

Qualified Customer Experience Executive Pricing:❑ Conference Package

Other Pricing:❑ Conference Package

May 23-25, 2011 Hyatt Regency Century Plaza Los Angeles, Californiawww.the-customer.com

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and receive $200 off**custom

er experienceexecutives only

•Big picture thinking to spark custom

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over 50% of the speaking faculty is

VP level or above

•Rub elbow

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Lead Sponsor:O

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Can’t make it to:

or afraid there is toomuch information todigest in just a few days?

Get Access to hours of valuablesessions and take-ways anytime,anywhere... Now you can view this outstanding conferencecontent on your PC or laptop with a CD-ROM thatputs you front and center at these informativesessions. You'll hear our expert speakers as theytake you through the PowerPoint slides thatillustrated their talks.

This Session Content is available for afraction of the registration price. You can view and listen to the content whenyou want, where you want and as many timesas you want.

And if you attend Next Generation CustomerExperience, this Conference CD-ROM set isonly $250! (That’s a $580 value!)

VIP Package: $250(Select any package to attend the event

and for an additional $250 get theconference CD ROM*)

CD ROM ONLY: $580 *

*Presentations available are at the approval of conferencespeakers. Not all presentations will be published. Allow 3-4 weeksafter event date for shipping.

This user friendly format allows you to:• Gain valuable insight from your peers and

competitors in various Fortune 500 Industrieswithout leaving the office.

• Share with your colleagues at work. • Stay up to date with the latest strategies, tactics

and trends in your industry.

Now you can share what you learnt at Next Generation Customer Experience, with yourcolleagues. Don’t leave them in the dark. Purchasethe CD ROM today!

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