Center for Services Leadership - Speakers

Speakers

Save the dates: The ALL NEW 2016 Compete Through Service Symposium will be presented October 26-28, 2016 in Scottsdale Arizona. Please check back soon for updates.

Day 1
FOCUS: Customer Centric Culture
Wednesday, November 4, 1:00 – 5:00 p.m.

General Session Speakers

Doug Hillary
Vice President, Global Sales Operations, Performance Analytics Group.
Dell, Inc.
Breaking through – Driving Customer Experience Through Your Company Culture

Breaking through – Driving Customer Experience Through Your Company Culture

When we’re engaged and focused on our customers, we accelerate business growth and create customers for life. But how can an organization truly break-through and drive Customer Experience through a customer-centric company culture? Join Dell’s Bobbi Dangerfield as she shares tips and tricks for embedding Customer Experience into the operating rhythm of your organization including the 4 Disciplines of Execution (4DX), driving accountability, embedding NPS results into planning processes and focusing your team's energy on a winnable game and wildly important goals.


Christine McHugh
Vice President, Customer Service & Operations Services
Starbucks
Customers at Our Core – Leading a Culture of Service

Presentation Details

At Starbucks, our mission is to inspire and nurture the human spirit – one person, one cup and one neighborhood at a time. How do we do thnat across 20,000+ locations around the world with an hourly workforce of over 200,000 partners (employees)? In this session, you will hear how we have created a culture of customers at our core and explore what it means to lead a culture of service. This session will conclude in a Q&A discussion with operations leaders that run the day-to-day business.


Jeanne Bliss
President
Customer Bliss
Co-Founder, Customer Experience Professionals Association
Grow Your Business by Improving Customers’ Lives, Adapted from Jeanne’s Book, Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine

Grow Your Business by Improving Customers’ Lives, Adapted from Jeanne’s Book, Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine

Just how do you go about building a customer-centric company? How do you earn the right to growth, by improving customers’ lives? In this keynote or workshop, Jeanne Bliss demystifies how you can successfully lead a customer experience transformation. Built around her five-competency framework that has launched and advanced the customer experience transformation in businesses around the world, Jeanne will navigate us on how to embed these competencies to get into action quickly with a united leadership team. And will show how embedding them will shift your business intent to earning the right to growth by improving customers’ lives. She will also share some of the over 40 interviews conducted with CCO’s around the world and how they are bringing these competencies to their organizations.


John Goodman
Vice Chair
Customer Care Measurement and Consulting
Reflections on the 2015 National Customer Rage Survey

Reflections on the 2015 National Customer Rage Survey

The CSL – in collaboration with Customer Care Measurement & Consulting (CCMC) and Dialogue Direct – brings you an exclusive release of the key findings from the 2015 National Customer Rage survey – the seventh in a series dating to 2003.

The story told by the National Customer Rage survey is more than hyperbole about wild, unreasonable customers. The findings provide a startling commentary on the state of customer care in America. While many companies are investing significantly to raise their customer care game, the National Customer Rage survey suggests that many are focusing on the wrong things, resulting in wasted resource, lost revenue and a growing flood of negative word of mouth and social media.

-With-

Mary Murcott
Chief Strategy Officer
Dialog Direct


Day 2
FOCUS: Service Analytics and Metrics
Thursday, November 5, 8:30 a.m. – 5:00 p.m.

General Session Speakers


Panel Moderator

Ed Petrozelli
President
INSIGHT Group
Generating New Services Revenues through Analytics

Generating New Services Revenues through Analytics

The use of analytics is exploding. Although there has been much conversation on applying analytics to improve operational efficiencies and reduce risk, there has been too little insight on using analytics as a new revenue source. #The objective of this executive panel discussion is to share experiences and ‘lessons learned’ from leading companies that have successfully used analytics to grow services revenue. Company leaders will discuss their approaches in using analytics and big data to grow their services business and add more customer value to their services and solutions offerings. The executives will also comment on new and emerging business models, leveraging new sources of data such as ‘internet of things’, critical success factors, and how to launch an analytics business. The session will also feature a services analytics offering framework, survey results from CSL member companies, plus question and answer period.

Panelists

Daniel Gutwein
Director, Retail Analytics
Intel


Mark Peterson
IBM Global Business Services
Partner and Global Lead, Predictive Analytics, Internet of Things and Asset Management


Jagannath Rao
President
Siemens Industry


Jeff Rowe
DuPont Pioneer Vice President
Strategic Services and Markets
DuPont


 

Michael E. Nalley
Director, Education, Training & Guest Feedback
Best Western International


-With-

John Abraham
General Manager, Medallia
Breaking Barriers Between Service Metrics and Customer Experiences


John Carrington
Vice President, SLM Market Strategy
PTC
Service Transformation and the Internet of Things

Service Transformation and the Internet of Things

The Internet of Things (IoT) and smart, connected products are rapidly transforming the entire manufacturing ecosystem. In the wake of this transformation OEM’s are presented with a shifting of value and differentiation to software, the cloud and service – spawning entirely new business models. A sophisticated technology landscape can empower OEM’s to effectively transform their service operation. Far reaching benefits include improved customer satisfaction, increased product performance, profit and revenue. Indeed, the products themselves can provide an OEM with real time insight, knowledge and a conduit for innovation. For OEM’s to establish a competitive advantage it is paramount to embrace the Internet of Things transformation with urgency.


Steve Uzzell
Award-winning Photographer, Acclaimed Speaker and Author
Open Roads Open Minds: An Exploration Of Creative Problem Solving

Open Roads Open Minds: An Exploration Of Creative Problem Solving

The open road never fails to open your mind. Once your mind is open, the power of your imagination is released. This formidable power knows no bounds. Steve uses his mind-stretching images as illustrations about possibility and creativity, inspiring his audiences to make any venture an adventure. Learn to put this perspective to work for you every day – in problem solving, the creative process, and in your life.

Steve's approach to his photographic work serves as a universal blueprint for problem solving. His audiences not only learn to be open to solutions that are unexpected, but that preparation lays the groundwork for magic to happen. "Chance favors the prepared mind," said Louis Pasteur. After all, Steve says, “our eyes see only what our mind is prepared to comprehend.


Breakout Session Presentations

1:00 p.m. – 2:15 p.m. and 2:30 p.m. – 3:45 p.m. (Each Breakout Session Will Run Twice)


Panel Moderator

Michelle Proctor
Director of Innovation
FedEx Services
Leveraging Culture to Drop the Silos and Drive Collaboration

Leveraging Culture to Drop the Silos and Drive Collaboration

A fun, interactive, and intensive workshop designed to offer methods, insights, action plans, and inspiration for driving collaboration cross-functionally in your organization. Attendees need to come prepared to identify barriers and solutions to accelerate productivity and passion in your cultures.

Panelists

Mark McLoughlin
SVP & President, US Lab Business
VWR


Adrian Paull
Vice President
Honeywell Automation and Controls


Panel Moderator

Cindy Casper
Sr Dir Knowledge & Insights, Enterprise Marketing Hub
Arizona State University
Free to Choose – Tips from the Pros on How to Choose Analytics Vendors

Free to Choose – Tips from the Pros on How to Choose Analytics Vendors

In the era of Big Data, more and more companies are discovering the power of analytics to reveal customer insights and improve the ROI of their marketing and customer experience efforts. In order to analyze the data fueling these insights, most organizations rely on third parties with expertise or capacity that is not in-house. It is imperative, then, that these vendors are capable of providing the needed tools or capabilities, on time and on budget.

This panel discussion will explore the topic of hiring analytics vendors – from software providers to predictive modelers. You will learn best practices from seasoned professionals representing multiple industries. Their tips can help ensure that you make wise vendor selection decisions for your organization. Following a discussion of prepared questions, the panel will respond to questions from the audience.

Panelists

Victor Hamburger
Director of Marketing and Communications
ASU Gammage


Seth Kiner
Founder and Managing Principal
Charlotte Street Advisors


Dave Lavanty
Vice President
Adobe


Mike Nalley
Director, Education, Training, and Guest Feedback
Best Western International


Nancy Gray
Principal & Founder
Arizona State University and GrayMatter Creative


-With-

Bret Giles
President & Co-Founder
Arizona State University and Sitewire
Customer Experience: It’s Complicated.

Customer Experience: It’s Complicated.

You champion ensuring true, distinguishing, and even extraordinary customer brand experiences. Yet this appears easier to advocate than to achieve because of the complexity inherent in service brands. In other words, it’s complicated. In this session we will simplify – un-complicate (but not dumb-down) – key elements in creating successful customer brand experiences. We will explore how to seamlessly integrate digital and traditional touch points. You will have the opportunity to build a customer experience brand molecule, a useful guide for seeing (through your customers’ eyes) ways you can establish lifelong relations, which will inherently grow your business.


Gopal (V.K.) Gopalakrishnan
Chief Marketing Officer and Head of Partner Business
Entercoms, Inc.
Deep Data and Intelligent Service Analytics: How to Drive Ongoing Business Value

Deep Data and Intelligent Service Analytics: How to Drive Ongoing Business Value

As organizations go down the path of Servitization (Post Sales Services), one of the key challenges faced is to balance Customer Satisfaction with Cost of Serve and Revenue. The key lever/determinant for customer satisfaction is Service Levels committed and delivered. Based on a recent study by ASU the key takeaway was that Companies showed a relative consensus about the necessary inputs for setting service levels and prices, and their limitation was not on having that data available, but rather on how to go from the data to the service level/price in an efficient way enabled by Analytics and technology. This session will focus on driving Business Performance through Service Analytics(Models, Tools, Expertise et al). We'll discuss how deep data analytics helps in linking Service Levels to not only costs and capital allocation to serve but go a step forward to discuss service convertibility analytics as a means to drive revenue.

-With-

Rahul Singh, Ph.D.
Co-founder
Chief Strategy and Solutions Officer


Dorothy Sisneros
Partner
Language of Caring, LLC
Empathic Communication Wins Customer Loyalty! Concrete Tools for Engaging Your Team

Empathic Communication Wins Customer Loyalty! Concrete Tools for Engaging Your Team

In this session you'll learn:

  • The evidence base for the healing power of empathy
  • How empathic communication can trigger across-the-board improvement in customer engagement and coworker relationships
  • The specific, teachable skills that communicate empathy
  • Effective strategies that engage employees and others in strengthening empathic communication

The words we use to advance our customer experience strategies have a powerful impact on our aspirations, team engagement and our results. Language has the power to shift the conversation and is a key ingredient in transforming the customer experience. In this session, you will find keywords that propel your customer experience conversations and identify concrete language skills and words that enable employees to build relationships quickly and strengthen engagement and communicate with empathy and compassion to reduce anxiety. Participants will come away with strategies for engaging the entire team in choosing and using language that elevates the customer experience.


Loretta Fellers
Executive Director, Global Sales Operations
Dell, Inc.
4DX: Driving Transformation through Leadership and Behavioral Changes– a Dell Case Study

4DX: Driving Transformation through Leadership and Behavioral Changes– a Dell Case Study

Even the best laid Customer Experience strategy can be caught in the whirlwind distraction of competing priorities. In this session, learn how Dell has managed to cut through the chaos and drive true transformation through thoughtful leadership and execution. Operations leader Loretta Fellers will walk attendees through practical application of the Four Disciplines of Execution (4DX) based on the company’s own experience in the midst of its privatization.


Day 3
FOCUS: Customer Experience
Friday November 6, 8:00 a.m. – 12:00 p.m.

General Session

Jeff Wartgow
Director
Product Management Oracle Service Cloud
The Roadmap to Modern Field Service

The Roadmap to Modern Field Service

A forward-looking service operation must be technologically focused and dedicated to customer service. In this session, Oracle Director of Product Management, Jeffrey Wartgow, will discuss technology trends impacting customer service from the perspective of both the service provider and customer, whether that customer is human or machine, including:

  • Rapidly evolving customer communication
  • How omni-channel customer service impacts the field
  • Completely connecting field workers
  • Trends to watch (M2M and the Internet of things)

Lara Lee
Senior Vice President, Customer Experience Design
Lowe's
Designing Engaging and Emotionally Resonant Experiences
Presentation Details Coming Soon


Joe Wheeler
Executive Director, The Service Profit Chain Institute
Decoding the Next Generation Digital Experience

Decoding the Next Generation Digital Experience

Physical and digital channels are merging together faster than you can Tweet what you are doing right now. Mobile apps, location services, rewards, gaming, RFID, touchscreen displays: the canvas of tools and technologies litter the digital landscape. In this session, Joe Wheeler from The Service Profit Chain Institute will make sense of it all, separate the signals from the noise and help you get ahead of the curve, even if you are feeling a little behind.


More Speakers and Presentations Coming Soon

Product Management Oracle Service Cloud

The Roadmap to Modern Field Service

A forward-looking service operation must be technologically focused and dedicated to customer service. In this session, Oracle Director of Product Management, Jeffrey Wartgow, will discuss technology trends impacting customer service from the perspective of both the service provider and customer, whether that customer is human or machine, including:

  • Rapidly evolving customer communication
  • How omni-channel customer service impacts the field
  • Completely connecting field workers
  • Trends to watch (M2M and the Internet of things)

2015 Sponsors

Presenting Sponsor

Chairman Level Sponsors

Executive Level Sponsors

Deliver front line service quality

Compete Through Service Symposium

Bringing together service-minded thought leaders from business and academia.

play video