Confirmed Breakout Sessions:
Monday, October 8, 11 am–12 pm
To Outsource or Not to Outsource: That is the Question
Elizabeth Tanis, Manager, Consumer Affairs, Sara Lee Corporation
Building a Roadmap to the Future: SOCAP’s Customer Care Maturity Model
•Linda Pell, Sr. Director, Worldwide Consumer Affairs, Kellogg (Moderator)
•Cathy Dial, Director, Consumer Affairs, Frito-Lay
•Suzanne Hammer, Group Manager of Inbound Operations, Customer Care, Roche Diagnostics
•Peggy Lundquist, Manager, Consumer Affairs, WhiteWave Foods
•Beth Thomas-Kim, Director and Head of Consumer Services, Nestlé USA
•Kathi Eckler, Associate Director, Consumer Response, Kellogg Company
The Marriage of Consumer Services and Marketing: Adding Value from Consumer Insights
Linnea Johnson, Director, Consumer Services, Unilever
The Scion Approach to Building Customer Advocacy
Sean Hudson, Scion Customer Experience Operations Manager
Monday, October 8, 2–3 pm
Managing Employees to Give Customers the Experience They Want Every Time
Scott Ackerman, Vice President of Customer Care, eHarmony
Engage or Enrage: Let’s Talk Caller Experience
•Tom Rocca, President, KPI Group (Moderator)
•Walter Rolandi, Founder, The Voice User Interface
•Cliff Harlow, Vice President, Client Services, Spoken Communications
Engaging Employees and Customers on the "Green" Issue
•Charissa McAfee, Market Area Manager, Customer Experience, Waste Management
Building Brand Loyalty within Your Contact Center
Sherry Hayes, Operations Manager, Auto Customer Services, Honda
Tuesday, October 9, 11 am–12 pm
Can Doing Good Within Your Company Build Customer Advocates?
Susan D. Kirby, President, Kirby Marketing Solutions, Inc.
What to do About “Where-to-Buy” Consumers?
•Suzanne Clarridge, President/CEO, My Brands
•Susan Baranowsky, Director, Consumer Affairs, Campbell Soup Company
•Sharon Rickabaugh, Consumer Relations Supervisor, Continental Mills
•Anjanette Alpher, Associate Manager, Consumer Affairs, Kashi
60 Customer Care Ideas in 60 Minutes
Rita Wood, President/Managing Consultant, Network Direct
Evaluating Client Service Requirements in the Global Environment
Keith Fiveson, CEO and Founder, ITESA
Personal Career Development Sessions
Tuesday, October 9, 2 pm–3 pm
Customer Service Surveys: Practical Techniques
Peter Leppik, CEO, Vocal Laboratories, Inc.
Trees & Bees: The Basics of Leading and Implementing a Successful Project
Kristy Bolen, Optimization Manager, Carlson Hospitality Worldwide
Business Writing for Results
Jane K. Cleland, Business Communications Trainer and Author
Create Yourself: Fresh Strategies to Maximize Your Career Success
Tom Drucker, Managing Partner, When It All Comes Together.com
