Customer Experience

1. the
Customer experience & engagement
event
Building Powerful, Profitable Connections by Doing the Right Things Right
April 27-29, 2009
Find Your Way Through the Leadership create believers & Take action
of a 25-Year Veteran on customer conversations
Rosen Shingle Creek Resort
Roy A. Barnes Douglas Atkin
Customer Experience Expert; Former Senior Vice Author, “The Culting of Brands”
President, Customer Experience Development Chief Community Officer
Orlando, FL
MarrioTT VacaTion cLub MeeTuP.coM
How to Mark a clear Path to customer apply the Lens of the customer to
Satisfaction every Touchpoint
Mickey McManus Teri Yanovitch
Learn How to Maximize
President & CEO Co-Author, “Unleashing Excellence”
MaYa DeSign, inc. Former Seminar Leader
Every Interaction DiSneY inSTiTuTe
Future Drivers of u.S. economic growth
build Loyalty from the inside-out
Gina Martin Adams
Pete Winemiller
Economic Expert; Institutional Equity Strategy
Vice President, Guest Relations
WacHoVia
nba’S oKLaHoMa ciTY THunDer
Designing
Design customer Feedback Systems Communicating Mobilize Your Fans to create great
the Customer
to Maximize Value
with Customers Word of Mouth
Neil A. Morgan Experience Jill Ouellette
Associate Professor
Director, Consumer Services
inDiana uniVerSiTY
Lego
Prioritization & resource allocation
Satisfy generation 3.0 through
for Profitability
World-class Self-Help experiences
Scott Ackerman
Tish Whitcraft
Vice President, Customer Care
Measuring Empowering Senior Vice President, Customer Experience & Operations
eHarMonY
MYSPace
Performance your Team
Stand out in a cluttered World
Translate Your business intent into
Marc Wagenheim
Tangible actions
Product Marketing Director
HaLLMarK buSineSS eXPreSSionS Kevin Clark
Program Director, Brand and Values Experience
1
ibM corPoraTion
Fine-tune your customer experience management strategy
32
by walking through the customer experience maze with the experts
Information Partners
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
reasons
3
to attend 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
TO RegiSTeR: Call: 800-647-7600 or 781-939-2500 • Fax: 781-939-2543 • e-mail: info@worldrg.com • www.worldrg.com/experience

2. The Customer experience & engagement event Who You Will Meet
An exciting, experienced group
of cross-industry leaders will
Building Powerful, Profitable Connections by Doing the Right Things Right convene at this powerful event.
Attendee Profile / Expertise
Customer Experience
These are trying times, but challenging economic conditions don’t mean Operations
• Every dollar spent needs to be more targeted than ever at getting crucial
that business stops. Quite the contrary, life goes on … in new, more creative, customer returns: Learn about the loyalty and satisfaction metrics that are most Customer Strategy
valuable in predicting future business performance
more industrious ways. Insights/Research
Customer Satisfaction
What’s vital in this next generation of business? Customer experience. Getting • Customer is king and expectations are constantly rising: Hear how customers-
Loyalty
first companies maximize every interaction across multiple business channels
the experience right so that customers are attracted TO you instead of you having
User Design
to PULL, PULL, PULL them in (at a high cost) is crucial. • Connect customer experience to bottom-line performance: Get the inside scoop
Marketing
on prioritizing and delivering the right customer experience to the right
The spectrum of what’s included in customer experience management is
Customer Care/Service
customers—and boosting your profitability as a result
massive— everything from product design, store design and advertising to
Consumer Affairs
resolution of service failures, talent management and the post-sales experience. • Consumers are both the message and the messenger: Understand how to take
How can you engage the customer at every step in the connection process? What’s action on conversations that are happening about your business Thanks to the ADVISORY
new, what’s different, what counts? You can’t do everything… how do you decide
BOARD for their support,
• The human connection counts: Benchmark against successful companies who
the right thing to focus on right now?
vision and guidance in
mold every business process across the customer life cycle AND put employees first
creating the launch of
introducing The customer experience
• Hear dynamic perspectives from a diversity of industries: Financial services,
The Customer Experience
& engagement event
technology, online services, automotive, consumer goods, entertainment,
& Engagement Event
The questions are many, the answers are often unclear and untested. Introducing hospitality, business services, retail
the exciting launch of The Customer Experience & Engagement Event, the one Chris Moloney
• Get access to more than 30 insightful speakers who are eager to share their
event laser-focused on maximizing every customer interaction. From designing the Chief Marketing Officer
stories so you can map your way to success
customer experience and empowering your team to measuring performance SCOTTRADE
our intention, our Promise
and communicating with customers, the learning and connection experience
Kevin Moyer
you’ve been looking for has arrived. Fact: the customer experience itself is at least – if not more – as important as Director, Operations
Tired of attending customer management events that are miles long and the quality of the product or service. How much longer can you afford to leave it to PEnn MuTuAl lIfE
inches deep? If you’ve been waiting for a thoughtfully programmed event that chance? How much more effective would you be if you had a strong handle on how InSuRAnCE COMPAnY
makes the connections for you, look no further. to tie everything together to truly engage your customers?
Darin Phillips
After plenty of in-depth conversations with industry heavy-hitters about the Our intention is clear - You’ll return to the office and tell your team: “I’ve never
Director, Customer Experience
biggest challenges in your world, we created this forum to dive deep into your pain been to a conference like that before. It was real, actionable, engaging and
& Chief Talent Officer
points and truly map out a strategic pathway to success. The Customer Experience intelligent. I was able to connect the dots.” We look forward to meeting you at the
BAYVIEw lEnDIng gROuP
& Engagement Event fills a need in the market for customer leaders looking for event that empowers you to convert your challenges into tangible action steps.
Pete Winemiller
a meeting place to hear what works, what doesn’t, and what could … told by Commit to making a true impact in the lives of your customers and the health of
Vice President, Guest Relations
corporate leaders like Estee Lauder, MySpace, Wachovia, IBM, LinkedIn, Volvo, your business … NOW.
nBA’S OKlAHOMA CITY THunDER
NBA, Lego, Pitney Bowes and big-picture visionaries like customer experience All the best,
expert Roy Barnes, user design legend Mickey McManus, best-selling author
Dave Albert
Douglas Atkin, media maven Ginger Conlon.
Manager, Customer Satisfaction
Marketing
Why This event?
VOlVO
• Fine-tune your customer experience management strategy by walking
Jenny Fenig Roy A. Barnes
through the customer experience maze with the experts Jill Ouellette
Conference Director Event Chairman Director, Consumer Services
WRG President lEgO
BLUE SpACE COnSULTInG
TO RegiSTeR: Call: 800-647-7600 or 781-939-2500 • Fax: 781-939-2543 • e-mail: info@worldrg.com • www.worldrg.com/experience
2

3. Pre-conference Workshops – Monday, april 27, 2009
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 broetzmann bottom line, is statistically unreliable, and is not actionable. • Engage your peers and senior management in a “business case”
President & CEO approach to using customer satisfaction results that result in a
Building on its cross-industry global work with hundreds of
positive ROI
Jeff Maszal companies, CCMC reviews the key pitfalls in collecting and using
Vice President customer satisfaction and loyalty survey data and how to address • Develop a cost-effective, ongoing customer satisfaction tracking
cuSToMer care MeaSureMenT & conSuLTing them. This tutorial exposes these pitfalls and provides participants with system that facilitates actionable data and improvements rather than
(cMcc)
practical tips on how to: score “chasing”
Voice of the Customer data is a lynchpin to improving quality and • Quantify the economic “bottom line” consequences of delighting vs. • Evolve into targeting next generation issues such as the impact of non-
driving improvements to the bottom line. Customer satisfaction and disappointing customers monetary vs. monetary responses to the customers and understanding
loyalty data are an important component of any program. Surprisingly, the bottom line impact of targeted demographic groups.
• Design surveys that provide statistically reliable and actionable data
while most companies have developed an appreciation for the
about how to improve the customer experience in those areas that • Learn from real-life case studies of corporations that have been
importance of customer satisfaction and loyalty data, many fail to benefit
have the biggest bottom-line impact successful in implementing Voice of the Customer surveys
from this investment because the data they capture is not tied to the
1:00 – 4:00 P.M.
implementing a Process to establish a Culture of experience excellence
Teri Yanovitch customer experience excellence. Engage in interactive discussions and • Link employee behaviors to service philosophy and standards
Founder, T.a. YanoViTcH, inc. receive practical tools that can be put to use immediately. • Bridge the gap between your business processes and customer
Former Seminar Leader, DiSneY inSTiTuTe
• Develop a succinct service philosophy that clearly defines the experiences
Co-Author, “Unleashing Excellence: The Complete
customer and employee connection • Make it easy to do business with your organization
Guide to Ultimate Customer Service”
• Identify the result of the ideal customer experience • Establish systems and processes to engrain service excellence into
Interested in creating a culture of quality and service? Teri
• Ensure the customer experience is developed through the lens of the the culture
Yanovitch – who spent over a decade with the legendary guru of quality
customer vs. the lens of the organization • Identify the leader’s role in ensuring commitment and involvement
management, Philip Crosby, and another 10 years with Walt Disney
• Apply the lens of the customer to every point of contact through the
World – has developed a sensible step-by-step approach to make a
use of a Service Map tool
positive memorable customer experience a consistent part of your
Unique offer to workshop participants!
• Identify everything your customer sees, hears, and smells that impacts
organization’s day-to-day operations.
Teri Yanovitch adds further value to your workshop by offering
the customer experience
This workshop is a how-to program with a focus on reality vs. theory.
a 30-minute, one-on-one follow-up call. Teri will coach you on the
• Clarify the ideal service environment and recognizing “Everything
It gives you the benefit of Teri’s 20+ years experience in educating
issues and opportunities that matter most to your business.
Speaks”
leaders and implementing a process to establish and sustain a culture of
THe conFerence beginS
roy a. barnes Roy Barnes has experienced it all as he worked his way up through
DaY 1 Former Senior Vice President, Customer Experience the ranks. Starting as a front desk manager, he led his hotel to the
Development highest guest satisfaction scores in the Marriott system worldwide for
Tuesday, april 28, 2009 MarrioTT VacaTion cLub
two years in a row. Years later, as a member of Marriott Vacation Club
President
International’s Executive Team, Roy spearheaded the customer-focused
7:00 bLue SPace conSuLTing
strategic reorganization and business process redesign effort that
Conference Registration & Morning Coffee Move beyond the platitudes and buzzwords that reference the need for achieved an exponential revenue increase from $400 million to over $2.8
great customer service. In an era when the commoditization of products and billion over eight years. Roy has worked directly with many of the leading
DeSigning THe cuSToMer eXPerience
services is the norm, the only defensible and differentiated competitive high business authorities including: Martha Rogers, Michael Hammer, Daryl
ground is in the purposeful creation of awesome customer experiences.
8:00 Conner, James Gilmore, Robert Kaplan, David Norton, and C.K. Prahalad.
Opening Session from Event Chairman Stuck? Lost? Find your way with event chairman Roy Barnes – a 25-
Finding Your Way: Creating Awesome Customer year customer experience master - as he shares his vision for charting a
new path forward.
Experiences
TO RegiSTeR: Call: 800-647-7600 or 781-939-2500 • Fax: 781-939-2543 • e-mail: info@worldrg.com • www.worldrg.com/experience 3

4. 8:45 2:20 – 3:05
effective media for brand stories. Best-selling author Douglas Atkin gives
Taming the Complexity of the Customer Walking in Your Customer’s Shoes:
some key guidelines on how to create believers and fully leverage the
community and social networks.
Experience: Separating the Important from the Understanding Pain Points & Moments of Truth
Arbitrary for Greater ROI to Identify Improvement Opportunities
11:30
Mickey McManus Lucia aschettino
Online Customer Experience 3.0: Building
President & CEO Senior Manager, Customer Experience
World-Class Self-Help Experiences to Reap
MaYa DeSign, inc. PiTneY boWeS
Unprecedented Loyalty
By walking a mile in the customers’ shoes, we can determine meaningful Delivering a customer-centric experience begins with reviewing VOC
customer interactions, analyze the breakpoints, and create a coherent model (Voice of Customer) feedback. VOC feedback comes in different forms
Tish Whitcraft
Senior Vice President, Customer Experience & Operations
of the ideal customer experience. In this way we can tame the complexity and from different places within your organization. Is this enough to
MYSPace
of the interactions among information, people, and the physical space— improve processes, remove known pain points and deliver world-class
providing a clear and seamless path to customer satisfaction. experience? No!
Today’s consumers demand gizmos and widgets at the click – they
demand service at the click too!
This session reveals how to: Achieving customer centricity begins when “you” purchase a
product or service from your own company. By actually walking in your
Tolerance for empty marketing speak and clunky online support
• Go beyond focus groups to determine the components and patterns of
customer’s shoes you really understand what the key interactions are
are net zero. Businesses that deliver efficient, seamless transparency
the customer experience
across the customer life cycle!
and empower users to help themselves, stand to reap unprecedented
• Take a systematic approach to determining experience challenges and
loyalty. Meeting your customer eye to “I” is not easy in a scalable online • Experience the relationship from cradle to grave – across the
opportunities across various types of interactions
environment, but is essential for survival. We’ll tackle the challenge of customer life cycle: Browse, Buy, Install, Use, Service and Dispose
• Use information architecture to develop design principles for important
how to create customer intimacy online, how to build world-class self- • Importance of mapping out your interactions by communication
nodes in the customer experience cycle
help experiences and what customers of generation 3.0 expect. type (Document Emails, Customer Care Telephone Calls, Direct Mail
Communications, On-site Service Visits) and touch points (Web, Email,
9:30
12:15 Phone)
Experience-Driven Business: Connect Your
Networking Luncheon • What is a “Moment of Truth”? A silent “Moment of Truth”?
Business Intent to Your Actions
• Leverage learnings by using proactive communications (push out
Kevin clark
aFTernoon TracKS 1:30 p.m. – 3:55 p.m.
Program Director, Brand and Values Experience tailored, timely event-triggered communications), driving to self
ibM corPoraTion service channels, managing customer expectations and addressing
TracK a: Designing the customer experience
next issue avoidance.
Experience methods and practices can help drive successful business
brainSTorMing SeSSion
1:30 – 2:15
strategies. Learn how to connect your business intent to what you
Defining Customer Experience Management: 3:10 – 3:55
actually do in the marketplace. Use your ecosystem of relationships to
Advancing the Industry & Building a Strategic Effective, Creative Ways to Engage Customers
bring new experiences to life for customers – and all the constituencies
Roadmap
that do business with you. Through Business Communication Tactics
Facilitator: Darin Phillips
• Connecting your business strategy and values to what you do Marc Wagenheim
Director, Customer Experience and Talent Management Product Marketing Director
• Using experience methods to drive strategic business goals
baYVieW LenDing grouP / bLogger HaLLMarK buSineSS eXPreSSionS
• Bringing experience practice to new constituencies eXTraorDinaire
Hallmark Business Expressions (HBE) helps businesses build and
Wikipedia does not have an entry for Customer Experience strengthen relationships with customers and prospects using greeting
10:15
Management. If you enter CEM it redirects you to CRM, which is only one cards. Serving a wide variety of companies, from the Fortune 100 to small
Connection Break
element of CEM. In this interactive group activity you have an opportunity businesses, HBE leverages the nearly 100 years of relationship experience of
to shape the definition of the CEM field and how others will come to Hallmark Cards to provide distinctive ways to communicate with customers
coMMunicaTing WiTH cuSToMerS understand CEM through its entry in Wikipedia. while making a lasting impression. Learn effective, creative ways to:
• Contribute to a comprehensive definition of Customer Experience
KeYnoTe • Strengthen business relationships using authentic, personalized
10:45
Management that will be viewed by thousands of Internet users communications
Believing & Belonging: Building a Community
• Understand how Wikipedia works and become an active editor
Around Common Passions, Causes & Needs • Effectively engage customers, establish trust and build your brand
• Enjoy a spirited collaborative activity with significant networking • Stand out in a cluttered world
Douglas atkin
opportunities
Author, “The Culting of Brands”
Chief Community Officer
MeeTuP.coM
Some of the most effective word of mouth can be generated by
“A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is
creating believers. Those who have bought in hard to the brand and its
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
community can be the most passionate advocates. And the communities
not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.” – gandhi
and the social networks that spring from them are some of the most
TO RegiSTeR: Call: 800-647-7600 or 781-939-2500 • Fax: 781-939-2543 • e-mail: info@worldrg.com • www.worldrg.com/experience
4

5. 6:00
• Maximizing customer feedback
TracK b: communicating with customers
End of Tuesday Activities
• Creating programs based on customer feedback
1:30 – 2:15 • Understanding real-time online reporting tools and how to turn data
Web 2.0 & Professional Networking: Marketing 7:00
into actionable information.
Strategies, Tactics & Success Stories Dinner Dine-Arounds
• Sharing customer feedback in a B2B environment
april Kelly Traveling solo? With a group, but want to make new connections over
• Setting up a best practice idea-sharing site
Senior Director, Service Center dinner? Let us facilitate your dining experience. Sign up at the event
• Real-life examples of how it is being put into practice today
LinKeDin registration desk to join your new friends for dinner in O-town. (Dinner
Web 2.0 has provided some of the most innovative Web technologies costs not included.)
and methodologies since the creation of the Web itself. Blogs and wikis 3:55 – 4:25
are becoming commonplace in the enterprise, and social networks are Connection Break
DaY 2
gaining traction. Are you challenged with attracting and retaining top
talent and customers? This session explains how to use LinkedIn as a 4:25 – 5:00 Wednesday, april 29, 2009
professional to grow your network, locate business opportunities and Economic and Financial Market Outlook – 2009
maintain valuable professional contacts. and Beyond eMPoWering Your TeaM
• Discovering the secrets to LinkedIn: Marketing strategies, tactics and gina Martin adams
success stories KeYnoTe
Economic Expert; Institutional Equity Strategy 8:45
WacHoVia
• Maximizing new tools in the quest to develop Brand YOU The Leader You Were Meant To Be: Establishing
Severe disruptions in financial markets likely forced an already a Clear Vision, Focus, Style and Knowing Your
• Cultivating internal and external relationships to guide customer
weakening economy into recession in 2008. Will we claw our way out Power Bases
delight
in 2009, and what metrics will get us there? How can we prepare for Teri Yanovitch
the best outcome? Although times are tough, business goes on … how
2:20 – 3:05 Founder
must your shift your strategy to take advantage of the current economic T.a. YanoViTcH, inc.
Customer Co-Creation: Creating a Culture
Former Seminar Leader
reality?
Where Customers Are Part of Your R&D Team
DiSneY inSTiTuTe
• Review the financial system’s progress in recovering from the
Jill ouellette
Co-Author, “Unleashing Excellence: The Complete Guide
destruction of 2008
Consumer Services Director, North America
to Ultimate Customer Service”
THe Lego coMPanY • Discuss the impact of broader deleveraging on expected growth of the
There are many leaders who have been successful in taking their
Customer centricity is the name of the game. How do you get U.S. economy, specifically the U.S. consumer and housing markets. Is
organization to the next level, but there are very few leaders who make
there? By transitioning from a sales-focused company to a customer the consumer weak, or just shifting priorities?
an impact on their employee’s lives after they are gone. Becoming a
experience-focused organization. This session led by LEGO – the • Discuss current and future drivers of U.S. economic growth, and what successful leader involves establishing a clear vision, focus, style and
company behind your favorite interlocking toys you played with as a kid – the growth drivers should mean for stocks knowing your power bases. However, beyond success as a leader is
reveals the details of giving your customers a voice on the board. What’s
becoming significant.
the payout? Dividends. 5:00 – 6:00 • The difference between being a good leader and being a great leader
• Mobilize your fans to create great word of mouth aSK THe eXPerTS rounDTabLe DiScuSSion
• Establishing a clear vision and focus to influence and lead others to
• Leverage all consumer touchpoints to build your brand Execute: How Can We Prepare Today for success
Tomorrow’s Business Challenges?
• Identify opportunities for customer co-creation
• Having a lasting impact on people and leaving an indelible imprint on
Moderator:
their lives
3:10 – 3:55 roy a. barnes
• Learning what it takes to engage and motivate employees beyond just
The Voice of the Customer: Do You Know What Former Senior Vice President, Customer Experience
“doing the job”
is Being Said & How to Act on the Information? Development
MarrioTT VacaTion cLub
Dave albert
9:30
President
Manager, Customer Satisfaction Marketing
Moments Matter! Building a Culture that
bLue SPace conSuLTing
VoLVo TrucKS norTH aMerica
Empowers Employees, Benefits Customers and
Today’s speakers reconvene for a fast-paced, future-forward
Joel Hoff
Creates Loyalty Inside and Out
discussion about customer experience. Hear off-the-cuff thinking about
Manager of Customer Experience
hot topics like:
VoLVo TrucKS norTH aMerica Pete Winemiller
Vice President, Guest Relations
• What’s next in the world of blogs, wikis, portals and more?
There are many ways to collect customer data. See how Volvo Trucks
nba’S oKLaHoMa ciTY THunDer
North America collects customer data in a B2B environment. See real • How will the economy affect customers’ purchasing decisions?
People don’t remember days, they remember moments – Moments
life examples of how Volvo Trucks North America uses the data to • What are the true drivers of purchasing behaviors?
Matter! Your verbal and nonverbal communication with customers can
develop programs to increase customer satisfaction as well as measure • What is the next generation of customer experience? make or break consumer loyalty in a split second. That is because
effectiveness of dealer CSI.
• Shifts that you may not be thinking about, but should be customers think more about their experiences with people than they
TO RegiSTeR: Call: 800-647-7600 or 781-939-2500 • Fax: 781-939-2543 • e-mail: info@worldrg.com • www.worldrg.com/experience 5

6. 2:50 – 3:35
do about products and services. Research shows retaining a consumer PaneL DiScuSSion
11:30
Engagement and Empowerment of a Virtual
or sending him/her off to the competition comes down to the sum of Connecting Customer Experience to
countless interactions between customer and employee. Team: How to Treat Your Internal Team Like
Bottom-Line Performance: Identifying Priorities
Your Best Customers
Pete Winemiller is charged with creating repeat customers (referred and Allocating Resources to Build Engagement
to by the organization as “Guests”) in a business environment where beth nelson
and Value
you cannot control the level of success on the basketball court (the Executive Director, Online Customer Service
Moderator:
eSTee LauDer coMPanieS
purchased product), but you can control what happens in the stands
ginger conlon
(the customer experience). Recently Pete was honored as a “Customer Learn how a world-class service organization ensures their virtual
Editor
Champion” executive by 1 to 1 Magazine. service team delivers exemplary service. Hear how Estee Lauder has
1To1 Magazine
achieved their highest levels of satisfaction by empowering their internal
• Feel the power of thinking big & ACTING SMALL Panelists:
customers – their employees.
• Learn to design and maintain a culture of problem-solving Janet Leblanc
• Engage and empower your representatives
• Commit to telling the story that your front-line staff dictates your Director, Customer Value Management
canaDa PoST • How to communicate, coach, and educate your team
bottom-line cash
Scott ackerman • Achieve year-over-year service excellence
• Believe you can treat all of your customers differently, just as long as
Vice President, Customer Care
you treat all of them well
eHarMonY
• Define FUN as Fully Understanding Nonsense™…Loosen-Up! TracK b: Measuring Performance
check the Web site for an additional panelist to be
announced 2:00 – 2:45
10:15
SHARE YOUR STORY!
Delivering a top-notch customer experience throughout the customer
Connection Break
lifecycle is challenging enough. Proving the ROI of doing so can be even For more information about speaking in this session, contact Aron
tougher—unless you prioritize your strategy based on customer value Barkan at aron@worldrg.com.
MeaSuring PerForMance
and dedicate resources accordingly. In this panel discussion, moderated
by 1to1 Media Editor-in-Chief Ginger Conlon, you’ll hear from three
KeYnoTe 2:50 – 3:35
10:45
award-winning customer strategists on how their organizations prioritize Making Big Customer Wins Using the Voice of
Research Talks: Linking Customer Feedback to
and excel at delivering the right customer experience to the right the Customer
Business Performance
customers—and boost their profitability as a result. Joy Whinham
neil a. Morgan
Online Customer Advocate Leader
Associate Professor, Nestlé-Hustad Professor of
12:30 WacHoVia
Marketing, Kelley School of Business
Networking Luncheon
inDiana uniVerSiTY Learn how Wachovia listens to the Voice of the Customer and puts
Most firms collect feedback from their customers, and managers use processes in place to satisfy the customer needs using limited resources.
1:30
this data to set goals and monitor performance on metrics such as “Top 2 • Identifying improvements that can drive customer loyalty
Dessert, Tea & Java in the Exhibit Hall
Box” customer satisfaction scores and “Intention-to-Repurchase” loyalty • Analyzing the data
scores. However, academic and consultant analysts have advocated
• Putting the data into action
aFTernoon TracKS 2:00 p.m. – 3:35 p.m.
a number of different customer feedback system approaches and
• Making small hits big wins
metrics. In studies conducted with Lopo Rego at the University of Iowa,
TracK a: empowering Your Team
researchers at Indiana University have empirically examined which
customer feedback system designs and customer feedback metrics are 2:00 – 2:45 3:40 – 4:00
most valuable in predicting future business performance. concLuDing WraP-uP
The Devil is in the Details: Creating Surprise &
Delight at Each Touchpoint & Moment of Truth to
Hear the answers to the following questions: 20 Tips in 20 Minutes: Round Robin
Drive Great Customer Experiences
• Do satisfaction and loyalty metrics predict future business Collaboration Finale
performance? christophe Julliard You know you’ve got ‘em. What? Ideas … good ones at that. To
Vice President Quality and Planning
• Which aspects of business performance are most affected? conclude our inaugural event, we’re opening up the floor to YOU. 20
accor norTH aMerica (SoFiTeL, noVoTeL,
lucky attendees will get a chance to pitch their technique, tip or tool for 1
• How should satisfaction and loyalty be measured to maximize MoTeL 6)
minute. Bring your business card so you can keep in touch with potential
predictive validity?
Operational excellence is at the heart of a memorable hotel stay. Learn collaborators.
• How should customer feedback systems be designed to maximize
how to master the parameters driving great customer experiences.
One of the best things about events is the chance to GROW your
their value?
• Understand your key customer segments network and BUILD relationships that simply can’t be done over the
• People factor: Emotional intelligence is a pre-requisite to success phone or e-mail. Share your wares here … EXPAND your world. SEE
• Use a sophisticated approach to raise accountability levels
“The customer has all the answers… what’s possible.
• Putting the right tools and measures in place
and all the money…” – Sam Walton
TO RegiSTeR: Call: 800-647-7600 or 781-939-2500 • Fax: 781-939-2543 • e-mail: info@worldrg.com • www.worldrg.com/experience
6

7. Sponsorship &
THe conFerence eXPerience eVenT organizer
exhibit opportunities
Sponsorship and exhibits offer an excellent opportunity
to showcase your products and services to decision-
Dinner Dine-Arounds World Research Group is committed
making executives attending The Customer Experience &
to delivering focused, timely and
Traveling solo? With a group, but want to make new connections over
Engagement event. WRG events help you achieve branding,
value-added business-to-business
dinner? Let us facilitate your dining experience on Tuesday, April 28. Sign up
sales and marketing objectives by providing a select amount of
information that you can utilize to sustain your
at the event registration desk to join your new friends for dinner in O-town.
sponsorship and exhibit spaces to maximize exposure at this
competitive advantage. Our senior level business-to-
(Dinner costs not included.)
leading-edge event.
business conferences provide value in three key ways:
• Knowledge Transfer: Our conferences provide
Strengthen & Stretch: Morning Yoga For more information on these Sponsorship and Exhibit
intimate and interactive forums for the assembly and Opportunities, please contact Aron Barkan at 646-723-8035
Get your om on during sunrise yoga on Wednesday, April 29 from 7 – 7:45
dissemination of focused information that senior level or aron@worldrg.com.
a.m. The class is limited to 30 people and sign-ups will be taken at the event
professionals can take away and implement.
registration desk. Start your day off right: breathe, focus, stretch yourself.
registration information
• Networking: Our conferences offer effective networking
with industry peers, consultants and even competitors.
Our Venue
Register by: Register by: Register by: Register after:
• Strategy Development: Participants value the context-
Situated on 230 acres of lush landscape, the Rosen Shingle Creek Resort 12/19/2008 1/30/2009 3/20/2009 3/20/2009
centered setting that our conferences provide. There
is Central Florida’s newest and most luxurious meeting destination. The Conference
$1595 $1795 $1995 $2095
is an environment for strategy development, idea
history of Shingle Creek reveals the captivating tale of how its majestic OnLY
validation and concept cross-fertilization that is Conference +
cypress trees provided some much needed shelter for early settlers and their $1995 $2195 $2395 $2495
1 Workshop
invaluable and is provided at no other forum.
homes. Today, the stunning grand lobby welcomes you into a world of lavish Conference +
$2195 $2395 $2595 $2695
Please visit our website at www.worldrg.com for a
choices, complete with luxury accommodations, enticing restaurants and a 2 Workshops
complete listing of our upcoming events.
championship golf course. 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
inForMaTion ParTnerS 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.
All cancellations received on or before April 13, 2009 will be subject to a
Business Trends Quarterly establishes a dynamic forum where business strategy experts and IT decision-makers
$195 administrative charge. We regret that no refund for cancellations will
unite to analyze existing enterprise systems and challenges from an IT solutions standpoint. BTQ continues to supply
be made after this date. In case of conference cancellation, World Research
senior-level decision-makers with on-demand, real life business experience and leading industry research to address Group’s liability is limited to refund of the conference registration fee only.
the needs of a diverse and consistently changing marketplace. 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
CRMXchange is a premier web site dedicated to providing information in an innovative and interactive environment to prior to the conference date in order to receive a refund, minus cancellation
CRM/Contact Center professionals. The site offers free webcasts, on-line training, white papers, newsroom, monthly fee.
SATISFACTIOn GUARAnTEED: World Research Group stands behind
columns, and a showcase for products and services for the industry. http://www.crmxchange.com.
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
Customer Service Group provides a wide range of management and training materials designed to improve service
Research Group conference of your choice.
levels, productivity and performance in the customer contact center. Visit us online for information on our books, print
COnFEREnCE VEnUE
newsletters, Customer Service Week support materials, benchmarking studies, and free email newsletter, Service Rosen Shingle Creek Resort
Starters. You’ll find us at www.CustomerServiceGroup.com or phone (973) 265-2300 for additional information. 9939 Universal Blvd.
Orlando, Florida 32819
CustomerServiceManager.com is the leading online magazine and community for customer service professionals. (866) 996-9939
Reservations (866) 996-6338
The CSM website contains a wealth of customer service knowledge and skills as well as an active discussion forum.
DOCUMEnTATIOn CD-ROMS: If you are unable to attend the conference
Membership is free of charge and benefits include a free monthly newsletter. For more information or to join CSM visit
or you would like extra copies for your colleagues, you can order your
www.customerservicemanager.com.
conference documentation CD-ROM today. Don’t miss out on the valuable
information presented by industry leaders exclusively at this event. The
There is no point in spending a fortune acquiring new customers, if the old ones are leaving in droves. Read www. CD-ROM is available for only $250. Add $50 for international shipments.
loyaltymagazine.com every day for the latest on CRM, call centers, loyalty rewards, customer data and the current The CD-ROM includes overheads, articles and presentations. Simply fill
market from International contributors with impressive industry track records. Subscribers also receive a weekly email out the order form and the CD-ROM will be shipped to you 2 weeks after
update with all the week’s latest news. To subscribe log onto www.loyaltymagazine.com or email Maxine@cm-media.net. the conference occurs.
TO RegiSTeR: Call: 800-647-7600 or 781-939-2500 • Fax: 781-939-2543 • e-mail: info@worldrg.com • www.worldrg.com/experience 7

8. WRG Research, Inc. ATTENTION MAILROOM: If undeliverable to addressee, this
pRSRT STD
500 West Cummings park, STE 5400 important time-sensitive information should be forwarded to
U.S. pOSTAGE
Woburn, MA 01801 your Director of Customer Experience/Operations/Service
pAID
Please do not remove label SALEM, nH
MW09001
pERMIT #151
find Your way Through the Create Believers & Take Action
leadership of a 25-Year Veteran on Customer Conversations
Roy A. Barnes, Customer Experience Douglas Atkin, Author,
Expert; Former Senior Vice “The Culting of Brands”;
President, Customer Experience Chief Community Officer
MEETUp.COM
Development
MARRIOTT VACATIOn CLUB Apply the lens of the Customer
How to Mark a Clear Path to to Every Touchpoint
Customer Satisfaction Teri Yanovitch, Co-Author,
Mickey McManus “Unleashing Excellence”;
President & CEO Former Seminar Leader
MAYA DESIGn, InC. DISnEY InSTITUTE
future Drivers of u.S. Economic Build loyalty from the Inside-Out
pete Winemiller
growth
Vice President, Guest Relations
Gina Martin Adams, Economic Expert;
nBA’S OKLAHOMA CITY THUnDER
Institutional Equity Strategy
WACHOVIA Mobilize Your fans to Create
Design Customer feedback great word of Mouth
Jill Ouellette
Systems to Maximize Value
Director, Consumer Services
neil A. Morgan
LEGO
Associate Professor
InDIAnA UnIVERSITY Satisfy generation 3.0 through
Prioritization & Resource world-Class Self-Help Experiences
Tish Whitcraft, Senior Vice President,
Allocation for Profitability
Customer Experience & Operations
Scott Ackerman
MYSpACE
Vice President, Customer Care
EHARMOnY Translate Your Business Intent
Stand Out in a Cluttered world “Everybody experiences far more than they understand. Yet it is
into Tangible Actions
Marc Wagenheim Kevin Clark, Program Director, Brand experience rather than understanding, that influences behavior.”
Product Marketing Director and Values Experience
– Marshal McLuhan
HALLMARK BUSInESS EXpRESSIOnS IBM CORpORATIOn
the
Customer experience & engagement event
Building Powerful, Profitable Connections by Doing the Right Things Right
April 27-29, 2009 3 reasons to attend
Rosen Shingle Creek Resort
1 Fine-tune your customer experience management
Orlando, FL strategy by walking through the customer experience maze
with the experts
2
Learn How to Maximize Every dollar spent needs to be more targeted than ever at
Every Interaction getting crucial customer returns: Learn about the loyalty and
satisfaction metrics that are most valuable in predicting
future business performance
3 Connect customer experience to bottom-line performance:
Designing Communicating
Get the inside scoop on prioritizing and delivering the
the Customer with Customers
right customer experience to the right customers—
Experience
and boosting your profitability as a result
TO RegiSTeR: Call: 800-647-7600 or 781-939-2500
Empowering
Fax: 781-939-2543 • e-mail: info@worldrg.com
Measuring
your Team
Performance
www.worldrg.com/experience