Speakers

CTS 2015 Program Agenda – (Speakers Confirmed To Date)

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

General Session Speakers

Bobbi Dangerfield
Vice President, Global Sales Operations
Dell, Inc.
Breaking through – Driving Customer Experience Through Your Company Culture
Presentation Details Coming Soon


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


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.


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

General Session Speakers

Ed Petrozelli
President
INSIGHT Group
Generating New Services Revenues through Analytics
Presentation Details Coming Soon


Medalia with Best Western
Speaker Names and Presentation Details Coming Soon


John Carrington
Vice President, SLM Market Strategy
PTC
Presentation Details Coming Soon


Breakout Session Presentations

Thursday November 5 Breakout Session Presentations (Each Breakout Session Will Run Twice)

Terry Cain
Vice President of Global Customer Engagement
Avnet Inc.
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.


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.


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 Office and Partner Business Head
Entercoms, Inc.
Presentation Title Coming Soon

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.


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
Presentation Details Coming Soon


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


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)