10:00
Getting your team to care: mobilizing your internal workforce

Claire Howells
VP, Employee Engagement & Communication, Zions Bancorporation

10:00
The power of postive
word of mouth

Pati Crowley
Director of Customer Experience, Bath & Body Works

10:00
Improving response time as a key driver to increasing customer satisfaction

Daiquiri Gleaves
Director, Customer Care,
Delta Airlines, Inc.

10:00
Best Practices in Harmonizing the Power of Your Advocates

CustomerSat

10:00
Meet First Timers or
Fellow Alumni

This is your chance to meet with people who have never been to this conference or you can mingle with past attendees. Either way, everyone qualifies in this round!

10:50
Building Relationships: Connecting with Customers through Frontline Employees

Diane Yarosis, National Director, Client Services, Quest Diagnostics

10:50
How increasing customer
engagement pays big!

Kevin Mellander, Director, Cutomer Care, Allegiance

10:50
Being customer-centric is not cheap; are you ready to put your money where your mouth is?

Michel Cubric
Director of Call Center & Post-Funding Operations, FirstLine Mortgages

10:50
Can Technology really revolutionize the customer experience?

Seth Kiner
Director, Customer Experience Management & Marketing, Southern California Edison

10:50
Meet YOUR Locals from your neighborhood - by Geography

Chat with people who live in your area.

• West
• Mid-West
• South
• Northeast
• Canada
• International Attendees

11:40
Perfecting the art of
communication to build
a total customer enterprise

Donna Reed
Director, LIA Compliance & Communications, American National Insurance Company

11:40

Maximize your relationship with your customers. Customizing for different generations.

Kim Noltemy
Director of Sales, Marketing & Communications, Boston Symphony Orchestra, Boston Pops and Tanglewood

11:40
Plan A - Improving member inquiry accuracy

Patty Dillane
Director, Blue Cross Blue Shield of Massachusetts

Shannon O’Toole
Senior Manager, Blue Cross Blue Shield of Massachusetts

11:40
Using the International Service Excellence Awards™ for Recognition and to Benchmark your organization against the world’s best

Christine Churchill, Executive Director, The Customer Service Institute of America
Brett Whitford, Secretary-General, International Council of Customer Service Organizations

11:40
Share YOUR Notes

You’re getting towards the end of the event and you’d like to team up with others to exchange key takeaways, discuss how you’re going to make change on Monday morning and get the scope on learnings from the sessions you miss. Even Cliff Notes didn’t make it this easy!