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Day 1 - March 5, 2013
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10:00 - 11:00am
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Introductions and Retreat Overview
Includes discussion on how technology is changing the world tremendously and the roles of customer relationships and globalization.
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11:00am - 12:00pm
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Section 1 (1980 through 2007)
Context: Growth of Computing and The Rise of the Internet
Strategic Questions:
What experiences have been most transformative in customer care? How about worldwide communication and eCommerce?
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12:00 - 12:30pm
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Lunch
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12:30 - 1:30pm
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Section 1, Continued
Context: Social Connectivity
Strategic Questions:
When did you first see Web 2.0 technologies impacting customer care in your organization?
How did Web 2.0 technologies make the world a closer place?
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1:30 -4:00pm
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Section 2 (2008 to Present)
Context: Technology combinations that are driving fundamental changes in customer relationships and the geographic services that now have to be covered by global brands.
Strategic Questions:
What shifts have you seen from using technology to build closer customer relationships?
What changes have been driven by global platforms like Facebook and Twitter?
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4:00 - 5:30pm
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Section 3 (The Next Few Years)
Context: Projecting the Logical Extensions
Some of the technology developments ahead will be logical extensions of the broad adoption and integration of where things are today.
Strategic Questions:
What trends do you see emerging?
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5:30 - 6:30pm
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Dinner
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6:30 - 8:00pm
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Section 3, Continued
Idea-harvesting exercise presentations
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