OUR SPEAKERS
General Session Speakers
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Delivering an Audience Analytics Service for Digital Signage Networks
Jose A. Avalos
Visual Retail Director
Intel Corporation
Presentation Description Coming Soon |
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Universities in the Service Industry of Education
Michael M. Crow
President
Arizona State University |
With its tripartite mission of teaching, research, and public service, the American research university epitomizes the concept of service to society. Higher education aligns the most certain prospects for the advancement of our standard of living and quality of life with our collective best hope in resolving the intractable challenges that confront the world community. America’s capacity to maintain economic competitiveness in the global knowledge economy requires that we leverage all of our assets, beginning with a highly skilled workforce. Institutions like Arizona State University produce broadly educated graduates with the knowledge and specialized skills to guide us forward, spurring both their personal success and greater prosperity for all citizens through regional and national economic development.
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The Cheesecake Factory Incorporated
Mike Jannini
President
The Cheesecake Factory
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Mike Jannini, President of The Cheesecake Factory Incorporated, will share the history, current state, and future vision for his company and host an open discussion on the Mission, Vision, Values, Culture and Key Success Factors of this 32-year-old industry-leading restaurant company. Mike’s 25-year history with Marriott International Inc. will provide additional context to assist attendees in deriving insights they can take back to their companies to pursue Operational Excellence. |
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Transforming the Walgreens Pharmacy Customer Experience
Mark Jones
Lead for Service Design and Innovation
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Nimesh Jhavari
Executive Director of Pharmacy and Healthcare Experience
Walgreens
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This talk will walk through the collaboration between Walgreens and IDEO to redesign the Walgreens pharmacy experience leading to the new Well Experience stores that are being rolled out now.
We will highlight:
- The process and methods used in approaching this redesign
- How they meshed the flow of the customer experience, and flow with the actual physical store space
- New roles they discovered and created
- How they identified unmet needs from their research and surfaced the vision for the new "Well Experience"
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The Science of Service Delivery: Creating the Dynamic Services Chain
Rich Lechner
Vice President, Cloud and Services Marketing
IBM
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Virtually every product and service is now imagined, marketed, built and delivered through integrated and dynamic value chains that are transforming the very nature of business. Social and mobile have shifted the balance of power to consumers and companies are scrambling to create personalized, high value experiences that build enduring loyalty. Enterprises are being completely transformed by how data is generated, interpreted and applied inside and outside their real and virtual walls. These forces require an infrastructure that is highly elastic, always on, always available, everywhere - and intuitively simple. As a result, infrastructure has become abstracted, accelerated by cloud. Services can now be sourced virtually from multiple providers using criteria based on a set of business design, service level, and deployment characteristics. Forward looking CIO's are designing, sourcing and integrating services to realize an interconnected, dynamic services chain. |
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 Unlocking the Full Potential of Your Customer Advisory Board
Adrian Paull
Vice President, Customer & Product Support
Honeywell Aerospace |
Many companies have customer advisory boards, focus groups and customer councils. Honeywell Aerospace has been actively working with advisory boards since the 1970’s and has now developed a Maturity Matrix through which to assess and develop an advisory board. The rigorous methodology necessary to unlock the full potential of the customer advisory board has now become clearer. Ten elements have been highlighted as critical attributes necessary for best in class performance. Some of Honeywell’s learning along the way has been straightforward but other subtleties have proved to be extremely important in unlocking the full potential of the Advisory Board.
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Showing Customers (and Employees) We Care
Jeff Pollard
Director, Experience Design
McDonald’s Corporation, USA
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Byron Stewart
Principal
Dramatic Diversity/DD+D |
McDonald’s Chief Restaurant Officer has a favorite saying, “It’s not real until it’s real in the restaurant.” The path to making service experience real at McDonald’s has had many twists and turns and is still in its early days as a formal practice. We’re excited to share how service culture has been cultivated over the years at McDonald’s and how we’ve employed tools from the disciplines of theater and design and are collaborating with innovators in the service design community to have a positive impact on our business. And it wouldn’t be “real” if we didn’t have an embodied employee persona performance thrown in for good measure!
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The Ultimate Question 2.0: How to Grow, Prosper and Achieve Greatness in the Twitter Era
Fred Reichheld
Bain Fellow, Author, The Ultimate Question 2.0
Bain and Company, Inc.
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Fred Reichheld invented the Net Promoter management system which he introduced in his landmark book The Ultimate Questions published in 2006. Now, in The Ultimate Question 2.0, Reichheld details how thousands of firms have adopted NPS, from entrepreneurial startups to global powerhouses including Apple Retail, American Express, GE, Philips, Sony, Qantas, WestPac, Verizon, and Virgin. He will explain how these Net Promoter practitioners have transformed NPS, from Net Promoter Score into Net Promoter System of management—and how the lessons they have learned can help you achieve greatness—both in moral and economic terms. Net Promoter is at the heart of a managerial revolution that is sweeping the globe. Make sure you understand its powerful implications before your competitors do.
In the words of Bill McNabb, Chairman and CEO, The Vanguard Group: “Net Promoter has helped us create an intense focus on doing what’s right for our clients and for our people. We use it as a beacon for navigating through turbulent times.” |
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Engineer a Better Business
Donovan Roberson
Culture Evangelist
Dyn
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Company Culture is a concept that has been brought to the forefront by many businesses seeking to push the envelope in the areas of customer service, employee engagement, and business profitability; these successful cultures don't simply exist, they are nurtured and developed.
Culture is the infrastructure of social interactions taking place in any working environment. As the business grows, the inner workings of the business must also grow in order to scale for success. It isn’t rocket science but it does take effort.
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"Miracle on the Hudson: Lessons on Leadership and Teamwork"
Captain Chesley “Sully” Sullenberger
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Captain Sullenberger will share his philosophies on the importance of leadership, teamwork and operating discipline as building blocks to sustainable performance. Sully will share his story as an example of decision-making in diverse, complex situations highlighting the importance of these building blocks in developing a robust high performance culture. |
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Delivering a Seamless Service Experience
Tammy Weinbaum
Senior Vice President and General Manager
American Express, Customer Care Americas North
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Service has been the hallmark of American Express for 162 years. After realizing that to truly become one of the world’s elite service brands it needed to reinvent its customer experience approach, the company embarked on a journey to transform every interaction from a routine transaction into an opportunity to build relationships and create lasting emotional connections with customers. Now the company has deployed this strategy throughout its service centers globally, fostering loyalty and driving improvements in customer satisfaction across the board. This session is invaluable for all organizations serious about customer experience.
Key learnings include: - How the development of a service ethos, Relationship Care®, has transformed the way American Express delivers service worldwide
- How empowering your front-line by eliminating rigid scripts and rules can liberate the service experience
- How to turn your operations organization from an expense into a key growth driver
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Breakout Session Speakers
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Service Growth Breakouts
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Service Infusion I - Transforming a Product Company’s Culture and Business Model |
Panel Moderators:
Stephen W. Brown, Ph.D.
Emeritus Professor of Marketing and Distinguished Faculty
Center for Services Leadership
W. P. Carey School of Business
Arizona State University
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Ed Petrozelli
President
The INSIGHT Group
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Panelists:
Jill Bruning
Former COO
NJVC, LLC
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Steven Church
Senior Vice President, Chief Corporate Development & Planning Officer
Avnet, Inc. |
James R. Weigand
President
DuPont Sustainable Solutions
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More and more product companies are eager to grow value-added services and solutions. Yet, they either under appreciate or are overwhelmed by the transformative changes they must make to be successful. A new business model, a culture change and new strategies and skills are all needed.
This session will begin and conclude with a benchmarking exercise where you will learn how your organization compares with others in growing services and solutions. You will also benefit from the latest Center for Services Leadership research and INSIGHT Group case studies. Further, the session will feature an executive panel to help you discover first-hand how companies are learning from their mistakes, persevering and successfully growing services and solutions.
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Service Infusion II - Selling Value-Added Services and Solutions |
Panel Moderators:
Stephen W. Brown, Ph.D.
Emeritus Professor of Marketing and Distinguished Faculty
Center for Services Leadership
W. P. Carey School of Business
Arizona State University
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Ed Petrozelli
President
The INSIGHT Group
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Panelists:
Kim Gravell
Principal
Gravell Insights, LLC
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Stephen Huhn
Vice President & Strategic Sales Executive
HP Enterprise Services
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Mike Steinharter
Vice President and WW General Manager, Financial Services Sector
Xerox Corporation
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Selling value added solutions and services require different skills and a different approach from selling products. Examples include: consultative selling skills and techniques, a role based sales engagement process, a specialized coverage model and an aligned and leveraged strategic account relationship program.
The session will kick off with a mini solutions/services sales self-assessment that will be combined with other attendees to provide a high level benchmark for your company compared to other participants. Best practices and frameworks will be shared and a panel of executives from product companies that are also focusing on solutions and services will address your questions related to selling solutions and services (business development) including their experiences and lessons learned.
It should be noted that Services Infusion breakout sessions 1 & 2 (Transforming Culture and Business Model Priorities / Selling Value Added Solutions and Services) are stand-alone sessions and that attendees can participate independently.
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Leveraging your Services Business to Deliver Customer-Centric Solutions: A Win-Win Business Strategy
Steve Hurley
Managing Director
Solutions Insights, Inc. |
Bret Barczak, FACHE
Chief Marketing Officer – Global Services
GE Healthcare
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Whether you are a pure services-based company or you primarily manufacture and sell products, your goals and objectives should be the same – to develop, market and sell offerings that provide real solutions to your customers’ business problems. All of your customers expect you to provide them with a tangible, measurable business benefit. This session will describe how you can leverage your services business to ensure that they receive the value that you promised them during the selling process. Some of the issues that will be addressed include:
- Understanding the role of services in creating a customer-focused solution
- Deciding whether your services should be given away, discounted, or fully valued as part of the overall solution
- Setting up organizational mechanisms to blend and integrate the various solutions in your portfolio
- Articulating the actual value of the services delivered as part of the overall solution
This workshop will provide insights to both services and product-based companies. |
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Customer Experience Breakouts
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The Five Essential Decisions for a Growing Customer Experience Culture and Company
Jeanne Bliss
Co-Founder, Customer Experience Professionals Association
President, CustomerBliss |
In this session, learn what it takes to create the Culture of Beloved and Prosperous Companies and evaluate your current performance.
- Understand how your company can move from being an “everyday” company to a “beloved” company.
- Learn the five decisions that create a beloved culture.
- Then take the culture audit during the session
- Compare your decisions and take action - to build committed customers, employees and business prosperity
Adapted from Jeanne Bliss’ best-selling book: “I Love You More than My Dog: Five Decisions that Drive Extreme Customer Loyalty in good Times and Bad.” |
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The Customer Experience Journey
John DeVine
Partner and Head of Customer Experience Practice
McKinsey & Company
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Kevin Neher
Associate Partner and Leader of Customer Experience Practice
McKinsey & Company
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Service Operations and Quality Breakouts
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What Makes up a Culture of Service Excellence Terry Cain
Vice President, Global Customer Engagement
Avnet, Inc.
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Together we will explore in an interactive session all aspects of the answers to these questions. The facilitation will take each session as a “tree of learning”. The process engages the attendees in the question, the answers are captured collectively, prioritized collectively, examined as deeply as time allows. We will encourage diverse discussion and capture all polarization on issues. There will be a sharing of the wheel of service excellence at the end that shows elements we have discussed in the past, and time permitting one story from one of our elements 10 minutes max.
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Magic Metrics – Customer Experience Metrics Every Executive Should Master Mary Murcott
President and Chief Executive Officer
NOVO1 Contact Centers
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Customer Experience Futurist, and NOVO 1 contact centers CEO Mary Murcott, will share the customer experience process metrics that drive critical business outcomes.
Murcott will spotlight new “anchor facts” and introduce 30 customer experience metrics, including knowledge management, that make the business case for companies to transition from operating to customer experience metrics.
During the workshop she will discuss the merits of a new “Customer Effort Score.” This session will challenge the audience to talk about the implications of these new “truths” and discuss the merits of new measures and whether they should be added to or replace existing measures in your organization.
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Symposium Co-Hosts |
Mary Jo Bitner, Ph.D.
Professor and Executive Director
Center for Services Leadership
W. P. Carey School of Business
Arizona State University
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Barbara Kennedy
Senior Vice President, Human Resources
United Stationers, Inc.
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Mark Wheeler
Divisional Vice President, Customer Experience
Abbott Laboratories
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