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10th Annual Customer Experience
Conference: Using Quality to Improve the Customer Experience
February 25-27, 2008
The Ritz-Carlton Hotel
Phoenix, Arizona
Overview
Many companies believe that they deliver
superior customer experience, but far fewer customers agree with this
assessment. Since the many elements that add up to the customer experience can
have such a profound impact on business performance and profitability, many
businesses are actively planning and managing the design and execution of these
elements. From sales contact, customer segmentation, and marketing approaches to
call center operations, customer service levels, ease of online interactions,
and knowledge management, businesses are seeking to improve the design of the
customer experience and employing quality tools to do so.
At this conference, presentations and
roundtables will focus on how quality thinking and processes are being applied
to what many business leaders are coming to think of as the critical frontier in
delivering and sustaining customer value. We will examine how companies can
improve their operations, competitive positioning, and profitability by
intentionally managing the design and value of the customer experience.
Attendees will gain insight from listening to business leaders who have faced
the challenges associated with design specification, measurement, and execution.
Pricing
Q1 Meeting Registration
Price: $750.00 (until Dec 25)
Q1 Meeting Registration
Price: $1000.00 (until Jan 25)
Q1 Meeting Registration
Price: $1750.00 (until Feb 25)
Registered Participants and Members
Becton Dickinson
Business Process Improvement Manager
Boeing
Director, Supply Chain Products
Boeing
Director, Process Analysis and Improvements
Boeing
Benchmarking Manager
British Telecom
Benchmarking Consultant
British Telecom
Director - 21CCE Measures and Targets
CenterPoint Energy
Manager of Benchmarking
Dept. of Veterans Affairs
Program Manager, Management Studies
Dupont Teijin Films
Regional Engineering Manager
Embarq Market
Research Manager
Hewlett Packard TCE&Q
Program Manager
Intuit
Sr. Project Manager
Johnson & Johnson
Director, Business Planning & Analysis
Johnson & Johnson HCS Director
Process Excellence, MBB
KLA-Tencor
Manager
KLA-Tencor
Senior Director, Global Operational Excellence
LifeScan
Process Excellence Director, Inverness, Scotland Facility
LifeScan Sr.
Master Black Belt
Marvin Windows & Doors
Corporate Director, Quality Assurance
Marvin Windows & Doors Manager
- Dealer Direct (Pre and Post Sales Service)
Marvin Windows & Doors Manager
of Support Services
Marvin Windows & Doors C.I.
Specialist
MetLife
Senior Benchmarking Consultant
Micron Technology
Director of Corporate Development
Motorola, Inc
Director, MSG Process, Quality, and Metrics (PQM)
Motorola, Inc
Manager, Performance Excellence
National City
Strategic Projects Program Office
Novo Nordisk
Project Director
PSE&G
Performance Measurement Leader
Raytheon BLR &
Learning Solutions Admin
Raytheon
Benchmarking Champion
Raytheon
Knowledge Management Champion
Sacramento Municipal Utility District
Marketing Specialist
Stiefel Laboratories
Associate Director, Global Marketing
Stiefel Laboratories VP
Global Marketing
Tennessee Valley Authority Gen.
Mgr. Benchmarking & Industry Analysis
Vistakon Pharmaceuticals, LLC
Sr. Director, Sales Operations & Analytics
WR Grace
Director, Corporate Productivity
Room Reservations
Be sure to mention Best Practices' Global
Benchmarking Council to secure your special rate of $209 per night which expires
on February 11th.
Agenda
MONDAY, FEBRUARY 25
6:00-7:00 PM Welcome Reception
7:00-9:00 PM Dinner
TUESDAY, FEBRUARY 26
7:00-8:00 AM Breakfast Buffet
8:00-8:30 AM Welcome and
Opening Remarks
Chris Bogan, CEO
Best Practices, LLC
8:30-9:30 AM Rejecter Studies:
Building Customer Loyalty, Retention And Advocacy.
Ron Broughman,
Corporate Manager, Sales
Toyota
9:30-10:30 AM TBA
Mark Suseck, Executive
Director
Johnson & Johnson
10:30-10:45 AM Break
10:45-11:45 AM TBA
Darryl Turner, VP
Client Advocacy
IBM
11:45-1:00 PM Lunch and Cell
Phone Break
1:00-2:00 PM TBA
Mark Schoeman, Sr.
Research Manager
Best Practices, LLC
ROUNDTABLES
2:00-3:15 PM Facilitated
Roundtable Sessions
Roundtable I.
Chris Bogan, CEO, Best
Practices, LLC
Roundtable II.
Gary Shaw, VP, Best
Practices, LLC
3:15-3:30 PM Break
3:30-4:30 PM Performance
Measurement Systems
Gina Chen, Program
Manager
Hewlett-Packard
4:30-5:00 PM Key Take-Aways
from Roundtable Sessions
Lessons Learned from
Day One Presentations
Best Practices, LLC
5:00-6:30 PM At Your Leisure
6:30-9:30 PM Networking
Reception and Dinner @ Desert Foothills
WEDNESDAY, FEBRUARY 27
7:30-8:30 AM Breakfast Buffet
8:30-9:30 AM TBA
John Getz, SVP &
Marketing Manager
Wells Fargo
9:30-10:30 AM TBA
10:30-10:45 AM Break
10:45-11:45 AM TBA
11:45-12:15 PM Take-Away
Session and 2008 GBC Meetings
Best Practices, LLC
12:15 PM Closing Remarks
Chris Bogan, CEO
Best Practices, LLC
Bridget G Watson
Senior Account Executive
----------------------------------------------
Best Practices, LLC
6350 Quadrangle Dr. Ste 200
Chapel Hill, NC 27514
(direct line) 919-767-9238
bwatson@best-in-class.com
http://www.best-in-class.com
See also publications:
http://www.bioportfolio.com/cgi-bin/acatalog/Best_Practices.html
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