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2013 Customer Care Executive Retreat

Learning Schedule

Day 1 - March 5, 2013

10:00 - 11:00am

Introductions and Retreat Overview
Includes discussion on how technology is changing the world tremendously and the roles of customer relationships and globalization.

11:00am - 12:00pm

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?

12:00 - 12:30pm


12:30 - 1:30pm

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?

1:30 -4:00pm

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?

4:00 - 5:30pm

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?

5:30 - 6:30pm


6:30 - 8:00pm

Section 3, Continued
Idea-harvesting exercise presentations

Day 2 - March 6, 2013

8:00am - 12:00pm

Section 4: Extended Trend Extrapolation and Future Vision Building

Strategic Questions:
What resources do you need to begin getting in place today in order to be relevant in the future (e.g. the year 2032)?  What is shifting in your point of view?

12:00 - 12:30pm


12:30 - 2:00pm

Closing Session: Review Key Lessons and Discoveries


CRM Magazine Global Module

2011 CRM Issue 1

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