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OUR SPEAKERS
View the Attendee Agenda
Symposium Speakers and Presentation Descriptions
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Reinventing Business for the Next Decade
Jim Champy, Chairman
Perot Systems' Consulting Practice and New York Times' Bestselling Author of Re-engineering the Corporation and Inspire! |
Jim Champy revolutionized business with Reengineering the Corporation. Now in OUTSMART! and INSPIRE! – his latest books – he's doing it again. Champy has researched over a thousand high-growth companies, discovering how these high-velocity companies consistently outsmart their competition and how they keep customers coming back. Champy reveals surprising, counterintuitive lessons learned from companies that have achieved super-high growth for at least three straight years. Drawing on the strategies of these companies, he identifies powerful ways to compete, in even the toughest markets. In his work, Champy brings his rich experience to reflect on how management must now adapt to the future of business.
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Challenges and Opportunities in Business-to-Business Services
Michael Critelli
Chairman and CEO (Ret.)
Pitney Bowes
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Mr. Critelli will draw on his experience leading a decade-long transformation of Pitney Bowes' business-to-business service offerings in discussing both the new business opportunities that transformation created, as well as the challenges in driving that transformation. He will focus on Pitney Bowes' evolution from having service as either an ancillary maintenance function to a product-based business or a simple mailroom management outsourcing service to the provision of a comprehensive suite of service-based mailstream communications and delivery services. He will discuss the strategic, process, an change management levers of that evolution.
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Georgia's Roadmap to Faster, Friendlier, Easier Customer Service
Joseph Doyle
Director and Administrator for the Governor's Office of Consumer Affairs
Governor's Office of Customer Service and Administrator, Governor's Office of -Consumer Affairs
The State of Georgia
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Governor Sonny Perdue's Customer Service Initiative has engaged 130,000 state employees in treating citizens as customers and applying private-sector approaches to government service. Georgia has virtually eliminated lines for drivers' licenses, slashed wait times for child support, speeded up responses to taxpayer questions, and promoted earlier student advising, to name just a few key improvements. Through innovation, Georgia agencies have accomplished almost every result with no new money, and by utilizing in-state expertise rather than outside consultants. Employees are working smarter with existing resources, looking at processes from the customer's point of view, and measuring and being accountable for results.
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When Times are Tough . . . the Tough Innovate
Kim Gravell
Vice President, Innovation
Cardinal Health
www.cardinal.com
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Historically as turbulent times occur innovation surges. While maintaining effective innovation during difficult economic times may be a challenging path with complex issues, there are some steadfast rules of engagement that can give organizations the opportunity to keep the vision alive. Building a strategy that embraces a strong vision for improving the customer experience will increase your chances of winning the "funding" prize. Learn how to clearly articulate the vision, create excitement, gain sponsorship, and bring the right people to execute on the strategy.
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Smart Grid: Growth through Innovation in an Emerging Market
Bob Gilligan
Transmission & Distribution (T&D) Vice President
GE Energy
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Bob Gilligan is at the forefront of a smarter, greener grid. The utility industry faces a tremendous challenge in turning the old-fashioned, one-way power grid into a creature of the digital age that can deliver a step-change in benefits for customers. New service and technology opportunities are emerging as advanced communications, home area networks, distributed generation and real-time improvements to the grid are being deployed. However, growth through innovation in an emerging market also comes with it's challenges. Bob will speak to this changing landscape, opportunities it is creating, challenges, and lessons learned as the Smart Grid transforms into a new era.
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How Completely Satisfied Customers Drive Enterprise Rent-A-Car's
Outstanding Growth and Profitability
Rob Hibbard
Vice President - Airport Business Development
Enterprise
www.enterprise.com
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Completely satisfied customers are repeat customers. That is why Enterprise Rent-A-Car strives for what it calls "top box" service, and why it created its unique Enterprise Service Quality index (ESQi). For Enterprise, which completes more than 35 million transactions each year, listening to customers is essential to its success. Customer service "takes a back seat to nothing" at Enterprise, which has been ranked highest in customer satisfaction at airports nine of the past 10 years by J.D. Power and Associates. Rob Hibbard discusses how Enterprise measures customer satisfaction, motivates its' 65,000 employees to deliver exceptional service and the resulting economic benefits.
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Service Innovation: A New Era for Support
Kate Johnson
Senior Vice President, Strategy and Innovation
Oracle
www.oracle.com
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The services landscape is changing. Industry consolidation and increasing economic pressures are compelling companies to differentiate and drive revenue and growth through innovation. New service innovation themes are emerging for customers looking to move away from the traditional break-fix support model and demand more value, improved customer experience, and greater community collaboration. This session will help services professionals understand the latest trends and what key areas to invest in.
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The Millennial Generation: Cultivating & Leveraging Global Citizens
Courtney Klein
Chief Executive Officer
New Global Citizens
www.newglobalcitizens.com
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The millennial generation is entering the workforce with a new paradigm. Considering there are 71M young people under the age of 25 in the United States who represent the most technologically connected, ethnically diverse, socially conscious and wealthiest cohort the world has ever seen - there are inherent opportunities and challenges ahead for the business sector. This session will describe the power of this generation, our desire to change the world, and how you can cultivate and leverage our energy as global citizens to further your corporate goals.
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Customer Service from the Inside Out
Dave Ridley
Senior Vice President, Marketing and Revenue Management
Southwest Airlines Co.
www.southwestairlines.com
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Searching for a way to motivate your people to provide the highest levels of service in every customer encounter? Contrary to advice offered by hundreds of "experts," the answer is not found in a barrage of training programs, but in having a culture aligned around the right customer. Drawing from his twenty years as an executive at Southwest Airlines, Dave makes the case that great customer service is driven by an organization's passion for its most important customer: its employee.
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Service Science: Practice, Theory, Teaching, and Future
Dr. James C. Spohrer, IBM
Director Almaden Services Research &
Innovation Champion
IBM Almaden Research Center
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Service science is an emerging discipline, aimed at understanding value-cocreation phenomenon between interacting service system entities. This global initiative is rooted in the practical need for service scientists in industrial, academic, and government service research groups that drive service innovation. Almaden Service Research group, the first such group in IBM Research, achieved an 8x ROI in its first six years. The theoretical foundations of service science are outlined in the context of Service-Dominant Logic's ten foundational premises, and service science's ten foundational concepts. As of April 2009, teaching service science-related courses was a priority in 250 universities in 50 nations. Finally, the future will depend on computer-aided design tools to guide investment in service networks.
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The Truth Be Told
Larry Winget
Host of A&E's Big Spender and Author of People Are Idiots And I Can Prove It!
www.Larrywinget.com
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Drawing from two of his bestselling books, Larry Winget will challenge you to examine what role you play in your own success. His no-holds barred approach to examining business and productivity is refreshingly honest. Business improves only when the people in the business improve. You'll have nowhere to turn but to yourself. The bottom line remains that WORK is the key to success. NOT talking about work, NOT having meetings about work, NOT writing reports about work, but doing the WORK. Winget shows you how to take responsibility for your own success, get excited about the possibilities and jump start your career all over again, regardless of market conditions.
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The Little Things Are The Biggest Thing
Emily Yellin
Author, Your Call Is (Not That) Important to Us: Customer Service and What It Reveals
About Our World and Our Lives
www.emilyyellin.com
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Journalist Emily Yellin presents ground-level examples of what to do, and what not to do, from companies she examined in her book, such as Comcast, FedEx, JetBlue, Sprint, Zappos, Amtrak, Credit Suisse, and many others. Yellin's entertaining, instructive, and revealing anecdotes come straight from the global intersection of customers and companies that is customer service, and cut across all industries, nationalities, and levels of technological sophistication. And her main message -- that it is the seemingly small things that are the biggest thing – will resonate with general audiences who deal with customer service in their lives each day, as well as with people at all corporate levels whose livelihoods depend on attracting and keeping customers. This presentation was made possible by a sponsorship from Customer Care Measurement and Consulting
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Breakout Sessions:
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11 Strategies to Energize Your Services Business for the Economic Recovery
Lisa Nirell
The Business Energizer
EnergizeGrowth
www.energizegrowth.com
http://blog.energizegrowth.com
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Are you a services executive who feels unprepared for the economic recovery?
If so, this session is designed for you. Strategic growth expert Lisa Nirell will show you how companies such as Zappos and Seventh Generation have implemented 11 straightforward strategies to thrive in any economy.
At the completion of this interactive session, you will:
- Identify three ways to proactively minimize the negative impact of change and growth.
- Confront the common resistance to growth planning in your company.
- Simplify and streamline the strategy conversation in the C-suite.
- Develop an action plan to gain commitment to your company's marketing and planning activities.
Lisa is the Chief Energy Officer of EnergizeGrowth®LLC (www.energizegrowth.com). She helps growth companies and professional services firms maximize performance, attract great clients, and reach their company's full value potential. Lisa is the author of "EnergizeGrowth® NOW: The Marketing Guide to A Wealthy Company." |
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Change Leadership – The Essential Ingredient in Transforming
Customer Service
Matt Hargis
Senior Associate
Point B
www.pointb.com
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Brian Turner
Chief Service Delivery Officer
Point B
www.pointb.com
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Facing increased economic pressure, many service organizations reinvent their core offerings. This survival race stretches an organization by spawning new initiatives to increase customer loyalty or efficiency. The success rate of service improvement projects is dubious. Most fail. While we point fingers at the solution, team or sponsors, we overlook the critical role that change management plays in shaping success. Effective change management enables employees to embrace changes and executives to adapt culture for increased customer value. In this session, participants discuss the facets of effective change management, including leadership strategies that can be applied to future service improvement endeavors.
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Sales and Service Conundrum
Christopher R. Crumb
Business Developer and Strategist
ServiceElements International, Inc.
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Christine Hill
Executive Vice President
ServiceElements International, Inc.
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The Sales and Service functions of your organization are often at odds with each other even though they share the same goals of business growth and customer satisfaction. Internal discord usually spills over to the customer, which eventually deteriorates both of these goals. In this session, using the sales and customer service departments as examples, you will learn why organizational units too often find themselves in conflict. Most important, you will learn about strategies to create harmony and "same-pageness" across your entire organization.
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Coaching for Service
Dean Newlund
President
Mission Facilitators International, Inc.
www.missionfacilitators.com
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No matter what industry, coaching is the most cost effective way to translate learning into performance
improvement. However, coaching has a special relationship with service people: The act of coaching someone is a humble expression of service. And good service uses problem solving and facilitating skills found in coaching. Yet as popular as coaching has become as a leadership and management tool, seldom do you hear of people coaching others to improve service.
"It's hard to give something you've never experienced", believes Dean Newlund from Mission Facilitators International. "I can only give good service if I know what good service feels like. Without that experience, I become a talking head without a heart. When I receive good coaching, I know what good service feels like."
For 17 years Dean has been coaching managers, directors and CEOs from a wide variety of industries. He teaches coaching for service programs and business acumen skills for the hospitality industry.
During his interactive workshop participants will:
- Practice on the spot coaching skills in a service setting.
- Understand how to develop a Coaching for Service culture
- Learn best services practices from local and international success stories.
- Compel your people to give "that something extra"
By learning to effectively coach and manage customer service employees, an organization can reduce turnover, deliver better service, build a stronger customer care culture, and save money. |
Breakout Panels:
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The Winning Combination: Aligning your Services Strategy
with your Strategic Account Management Strategy
Moderator:
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Tom Esposito
Chief Executive Officer
The INSIGHT Group
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Panelists:
Ed Petrozelli
President
The INSIGHT Group
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Suzi Good
Client Managing Director
Xerox
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Mark Wheeler
DVP Global Services
Abbott Labs
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Wolfgang Ulaga
Associate Professor
HEC
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As many product-based firms reengineer their business models and expand their services capabilities to create more holistic offerings... that their customers are demanding... they are now finding it necessary to dramatically redesign their sales coverage models. These companies are uncovering a host of issues which warrant major consideration if they hope to successfully align these business strategies and achieve increased financial success. A joint study was conducted this year by the ASU CSL, The INSIGHT Group and Xerox Corporation designed to identify the Critical Success Factors and Interdependencies for the successful Implementation of two key business strategies: Services & Solutions Business Model and Strategic Global Account Management.
Numerous executive interviews were conducted from firms such as Xerox, DuPont, Avnet, IBM, Oracle, and Cisco. Academics were consulted, published data was researched and a white paper produced.
This workshop will review the findings and CSF's from the study and explore the challenges and lessons learned from companies that are on a services and solution journey.
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"Smart Services" Panel
Moderator:
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Mary Jo Bitner, Ph.D.
PetSmart Chair in Services Leadership
Professor and Academic Director
Center for Services Leadership
W. P. Carey School of Business
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Panelists:
Mark Vigoroso
Chief Services Strategist
Qualcomm
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Tony Matessa
Director, Business Development; Technology Innovation and Partnerships;
Supply Solutions Marketing
Cardinal Health
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Seth Kiner
Director, Customer Experience Management and Marketing
Southern California Edison
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Glen Hinshaw
CEO
eSoles LLC
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Smart Services are the wave of the future for many companies - across industries. Smart Services allow service to be delivered remotely through technology (e.g., in-home health monitoring equipment) or even machine-to-machine (e.g., remote repair of complex equipment). Creative use of technology-enabled or technology-delivered service can be good for business, good for consumers, and good for the overall economy. Our expert panel representing Qualcomm, Cardinal Health, Southern California Edison, and eSoles will share stories of their forays into in this brave new world. Attendees will learn about the triumphs and the bumps in the road that these leading firms have encountered along the path as well as their visions of the future for smart services.
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"Service Innovation and Design" Panel
Moderator:
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Vicki Smith Daniels, Ph.D.
Professor of Supply Chain Management
W. P. Carey School of Business
Arizona State University
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Panelists:
Beth Viner
Business Lead
IDEO
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Joe Shaheen
General Manager/Director, Boeing Service Company; Defense and Government Services;
Global Services and Support
Boeing
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Lorna Ross
Design Manager
SPARC Design Lab
Center for Innovation
Mayo Clinic Rochester
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Julie Moll
Senior Vice President, Brand Strategy and Research
Marriott International
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David Lenhardt
Senior Vice President, Store Operations and Services
PetSmart, Inc.
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To compete in today's turbulent marketplace and maintain relevancy, companies need to design new and enhanced services and constantly innovate their service offerings and delivery systems. While service innovation and design has received some attention, abundant opportunities exist to advance service design in product-based firms and to innovate new services offering and delivery systems in traditional service industries. Service innovation and design results in new solutions in customer experiences, new distribution models, novel applications of technology, and new ways of operating and managing services. Service innovation and design is not something that should be isolated to marketing alone and ideally should include an enterprise perspective involving operations, engineers, technologists, and suppliers. Our expert panel includes a diverse group of service thought leaders, innovative service organizations, and change masters will share their insights and experiences and describe how their organizations are embracing these new ways of advancing service design and innovation to their customers, clients, employees, business partners, or citizens.
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Service Metrics Workshop:
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Service Metrics: Measuring and Improving Performance
From the Customer's Perspective
Vicki Smith Daniels, Ph.D.
Professor of Supply Chain Management
W. P. Carey School of Business
Arizona State University
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Measuring business performance remains a critical priority for most businesses. For services, measuring performance and selecting the appropriate metrics is not a straightforward task. While some manufacturing metrics can be applied to services, in most cases, these metrics leave out the customer's perspective. Vicki will describe how to decide what to measure and how to develop metrics that directly relate to the customer's service experience. You will learn how to create a metrics portfolio and understand what the metrics are telling you. Putting the right metrics in place is the first step toward driving high-impact performance improvement.
During the workshop, topics to be explored include:
- Understanding the elements of a good metric
- Selecting the "vital few" metrics for measurement
- Integrating service with other business metrics
- Using metrics to identify performance improvement opportunities
The first half of the workshop will help you learn about good metrics and how to align those metrics with a service organization's strategy. A case study serves as a powerful learning vehicle for exploring the unique challenges of measuring services from a customer's perspective. The second half of the workshop will be spent applying the metrics approaches to your company, so to get the most value out of the session, we strongly encourage you to come with a team member from your company so you can work together on creating your metrics portfolio. If you cannot come with a team member, you are still welcome to register and attend.
Wednesday, November 4, 2009
8:30 to noon
Phoenix Ritz-Carlton Hotel
Price: $550 per person
You may add this workshop to your Compete Through Service Symposium registration, or attend as a stand-alone session. Don't delay to register, as seats in the workshop are limited.
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Symposium Co-Hosts
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Stephen W. Brown, Ph.D.
Edward M. Carson Chair in Services Marketing
Professor & Executive Director
Center for Services Leadership
W. P. Carey School of Business
Arizona State University
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Lee Scanzano
Vice President
Customer Care Operations
Cox Communications
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Robert Zollars
Chairman and CEO
Vocera Communications, Inc.
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