Tuesday, October 16
11:00 a.m. - 12:30 p.m.
Spotlight Session #1: Twelve Principles of Collaboration
In this session, Jacob Morgan, principal of Chess Media Group and author of new Amazon’s best-selling book The Collaborative Organization, will explore the 12 key principles that organizations should follow in order to make employee collaboration in the enterprise successful. Jacob will draw upon concepts and examples from his new book as well as from his consulting and research experience in the areas of collaboration. Attendees will walk away from the session with a clear understanding of why these collaborative tools and technologies are making their way into the enterprise and a solid grasp of what problems these new tools and strategies help solve. Copies of Jacob’s new book The Collaborative Organization will be available.
Spotlight Session #2: Loyalty and Driving Customer Insights
A clear understanding of what customers want, need and value can point the way towards increased revenue per customer, competitive advantage and a lower cost to service. Getting inside the minds of real consumers and viewing their input through an economic filter can be the difference between simply listening to customers and truly getting to know them. Kelvin Harris, Director of Retail & Consumer Advisory Services at Pricewaterhouse Coopers (PwC) will lead a discussion that looks at how loyalty programs are rapidly evolving to drive customer insights and how companies are using these insights to enhance their customer experience strategies. Kelvin will also share major findings from a new loyalty survey conducted jointly by SOCAP and PwC.