Opening General Session
Sponsored by Kraft Foods
Keynote speakers:

• How USAA Is Evolving in a Mobile World
  Wayne Peacock, Executive VP, Member Experience, USAA
  The chief customer officer of legendary service company USAA details how it is evolving to ensure that its members receive an exceptional experience on every contact. Faced with a dramatic acceleration of interactions in digital channels, driven largely by widespread Smartphone adoption, the company is refocusing its efforts to know and care for its members better than any other company. By aligning itself with its members' needs – and organizing around them – USAA intends to develop meaningful, lifelong relationships that transcend market and competitive pressures.
• Six Pixels of Separation – How Business Connects In A Connected World
  Mitch Joel, Digital Marketing and Communications Expert and President, Twist Image
  Make no mistake about it, this is a revolution for the marketing industry. We can dismiss Facebook as a place for college kids or think that someone making noise about a brand on Twitter doesn't really matter, but there is a fundamental shift taking place. One we have never seen before. For the first time in history, the consumer is ahead of the marketer. They're more informed because they're more connected and they're making choices and decisions whether the brand is actively pursuing them or not. Companies still struggle to understand online marketing as a new generation of marketing opportunities unfolds. Mitch Joel unravels the fascinating world of New Media and branding in 2011. Learn how these new marketing touch points are creating engagements where the results are staggering and loyalty is off the charts.
  

Breakout Sessions

• The Increasingly Mobile Voice of the Customer
  Tuscany G & H
• The "Secret Sauce" to Social Customer Service
  Tuscany E
  
• Social Media One Year Later: What We've Learned & What's Next?
  Napoli I & II
  
• Twists & Turns in Utilizing Advanced Customer Analytics and Text Analytics
  Siena I & II
  
• Building a Social Relationship Management (SRM) Strategy:  From How? to WOW! (Advanced Session)
  Tuscany F

Breakout Sessions

• Create a Customer Care Culture In Your Company
  Tuscany G & H
• Mobile Modes: How to Connect with Mobile Consumers
  Napoli I & II
• Contact Center Fundamentals, Part II
  Tuscany E
• Managing Global Operations: Putting the Right Processes in Place (Advanced Session)
  Siena I & II
• Managing Adverse Events: Navigating a New Field of Landmines for an Old Issue (Advanced Session)
  Tuscany F

Networking Break
Sponsored by Telerx

Additional Networking Time in Exhibit Hall 

Closing General Session
Sponsored by ConAgra Foods

• Why Customers Now Control Your Brand
  Simon Mainwaring, Award-Winning Branding Expert, Author and Influential Blogger
  
  Social technology has given newfound power to customers to dialogue and dictate their wishes and expectations to brands. As the marketplace shifts even further as it integrates the latest mobile, social and gaming technologies, where will this end? How does a company maintain effective brand control and an engaged customer community? How does a company inspire its community to build your business for you? How does leadership manage the new demands of authenticity, transparency and accountability and their responsibilities to shareholders and competitors? How does your brand ensure that social media works for and not against you, even in a crisis? In this session you will learn:
  • How the biggest and smartest companies use purpose to build their brands.
  • The new rules of engagement between brands and customers and how to balance listening and control.
  • How to build and maintain a community of brand ambassadors.
  • Social media strategies and tactics that allow your company to profit and have a positive social impact.
  • Insights into the future of brand and customer relations as dictated by emerging mobile, social and gaming technologies.

 PLUS Presentations from:

• Maribel Sierra, Director, Global Social Media & Communications
  Dell
• Mark Kaline, Global Director, Media, Licensing and Consumer Services
  Kimberly-Clark Corporation

Morning General Session
Sponsored by Unilever

• Customer Relationship in the Era of Mobile Marketing
  Tomi Ahonen, Best-selling Author and International Speaker on Mobile Industry
  Mobile phones are the most widely spread technology on the planet, crossing every divide including age, affluence, even literacy. The mobile phone has become the one gadget we cannot live without. We literally take it to the bathroom and bedroom with us. Not just smartphones, even basic phones today tend to have cameras, are able to access basic mobile web sites and offer various interactive multimedia digital applications (apps) and services. Where other technologies and mass media only reach customers and end-users on some touch points, only mobile marketing can be present at every stage of marketing. This keynote presentation explores modern marketing uses of mobile phones from some of the most advanced markets like Finland, Sweden, Japan, South Korea, Singapore etc. Customer relationship management solutions ranging from creating awareness and desire, to discounts and offers, to driving customers to stores, to enhancing consumption experiences, to signing contracts, to handling customer complaints, to rewarding loyalty, to cross-selling and upselling and building communities, buzz and an 'army of fanatics'. Each solution is documented with real-world examples and statistics from all around the world, including major global brands such as BMW, Coca-Cola, Ford, Google, Kraft, Tesco, Visa and others.
  

Spotlight Sessions

• Social Media, Complaint Resolution and Mobile Technology: 2011 Benchmark Study Highlights 
  Tuscany E
  Cliff Moore, COPC, Inc.
  For the fifth year running, Customer Operations Performance Center Inc. (COPC Inc.) has the pleasure of partnering with SOCAP International to benchmark current issues facing contact centers across industries. For 2011, the COPC Inc. and SOCAP Multi-Iindustry Benchmarking Study, surveyed over 30 companies from six different industries, and included a strong focus on Social Media and Mobile Technology.
  
  Social Media provided a ‘hot topic’ again for 2011. 84% of organizations surveyed said they monitored Social Media, an increase of 4% over 2010 and representing a 34%  increase from the 2009 benchmarking data. Asked where the responsibility for Social Media lay in their business, 58% of organizations surveyed said that it lay with a cross functional group with 77% of respondents supporting social media transactions in the contact center.
  
  FCR & Complaint Resolution 
  In 2010, only 32% of respondents reported tracking FCR. In 2011, this has increased to 43% for phone FCR. However only 16% measure non phone FCR! 71% of organisations surveyed, said they did not track the average time to close complaints to a target time, and 57% of entities did not track how long it takes other departments to action or resolve complaints. 
  
  Mobile Technology
  43% of organizations surveyed believe the growing emergence of mobile technology and smartphone applications has changed how their company interacts with its customers.  However 77% said their internal business processes had not yet changed as a result of mobile technology.
  
  Other findings include; 51% of respondents indicate that Customer Satisfaction has a greater focus in their operation in 2011 compared to 2010. 68% of respondents believe Customer Satisfaction is extremely important with 29% of respondents citing it as ‘very important’ to the operation.
  
  Cliff Moore, Chairman and Co-Founder of COPC, Inc., will be discussing and sharing other significant findings such as FCR (First Contact Resolution) and Complaint Resolution and Customer Satisfaction. 
• Engaging Consumers with Mobile
  Plaza Ballroom
  Speakers: Tomi Ahonen, Best-selling Author & International Speaker on Mobile Industry (moderator); Scott Hirsch, Get Satisfaction; Lisa Diehl, Orbitz Worldwide; Alyssa Waxenberg, Starwood Hotels & Resorts
  
  Mobile is becoming an increasingly popular and powerful tool that is helping many companies to connect with customers.  This technology is also versatile, allowing brands to utilize mobile to promote products and enabling consumers to conveniently conduct transactions such as making restaurant reservations, accessing airline board passes or purchasing a book.  In this Spotlight Session, a panel of industry brands and experts will share insights about how mobile is changing the way companies engage with today’s consumers.  The discussion will explore the mobile landscape—how it is currently being used and its various technology applications.  The panel will also examine the future directions for mobile, what companies need to know about customer engagement and how mobile should be integrated with social media.

Networking Luncheon
Sponsor: Get Satisfaction

Breakout Sessions

• Next-Generation Writing Skills: Delivering Customer Service via Chat, Facebook & Twitter
  Tuscany E
  
• Social Media & Customer Care: Channel Integration from Social Media & Beyond
  Siena I & II
• Multi-Generational Training Strategies (Advanced Session)
  Tuscany F
• Frumpy to Fashionable: Cutting Edge Service that Dazzles (Advanced Session)
  Tuscany G & H

Closing General Session
Sponsored by Kellogg Company
Keynote Speaker: Chris Abani, poet and novelist
On stage, Chris Abani talks movingly on the need for storytelling -- how our words make our world. What is the role of art and literature in serving a just cause? And what are their roles in defending human rights and championing democracy? Abani, who is also a renowned poet and a musician, often caps the evening with a beautiful saxophone piece. One of the best writers to emerge from Africa in half a century, Abani is the recipient of the PEN Freedom-to-Write Award and many other prizes. His bestselling novel, Graceland, about an Elvis impersonator in Lagos, won the Hemingway/PEN Prize. His other works of fiction include The Virgin of Flames, Becoming Abigail, and the award-winning Song For Night, about a child soldier who has lost his voice. All three were each named a New York Times Editor's Choice. Abani is currently a professor at the University of California, Riverside. Pultizer Prize winner Junot Diaz says, "Chris Abani is a force of nature." "Chris Abani may be the most courageous writer working right now," says Dave Eggers. Imprisoned by the Nigerian government as a teenager for his writings, Abani is one of the most admired novelists in the world today. He is also an evocative speaker whose keynotes -- near musical in their fluidity, heartbreak and joy -- mix the personal and the political. His luminous and very funny talks are a vital statement on the redemptive power of art to battle tyranny and to remind us of our common humanity. "Happiness," he has said, "is learning to live with difficulty and grace."

Social Finale
Entertainment Sponsored by 24-7 Intouch

Call Center Tour with Darden Restaurants
(additional registration required)
Plaza II

Leadership Training with The Ritz-Carlton Training Institute
(additional registration required)
Plaza I