Conference Schedule

Opening General Session

Robyn Waters - Author

• Crisis Management 101: Preparing for and Surviving a Product Crisis—Beth Ziff, Premiere Response
• Email Marketing, Privacy and Optimization Strategies—Jordan Cohen, Epsilon Interactive 
• The Consumer Service Representative's Role in Managing Crisis and Protecting the Company in our Litigious Environment—Douglas Besman, Nestlé
• Breaking Down Contact Center Silos via a Workforce Optimization Initiative—William Durr, Witness Systems

• Leading Organizational Change: On Target, On Time and On Budget—Dutch Holland, Holland and Davis
• Consumer Concerns in the U.S. Spanish Speaking Community: Creating a Targeted Customer Care Business Strategy for Success—Jeff Maszal, Customer Care Measurement and Consulting
• A Case Study of Continental Airlines: Reward and Recognition Programs and Their Impact on Performance—BJ McDonald, Continental Airlines
• Protecting Your Customer from Identity Theft—Sean McCleskey, U.S. Secret Service

Afternoon General Session

Kelly Cook - VP, Employee and Customer Engagement

Morning General Session

Kelly McDonald - Leading Marketing and Advertising Expert on the Latino Market

• Managing Remote Agents to Provide a Consistent Customer Experience in a Changing Environment— Tim Houlne, Working Solutions
• Weathering the Winds of Change: A Case Study on Leading Your Organization through Transition—Galen Thomas, DBS Communications
• Dancing With Megaphones: The Consumer Generated Media (CGM) Revolution—
  Pete Blackshaw, Nielsen BuzzMetrics
• Jody Lewis, Convergys— Title TBD

• Customer Experience Performance Management: Utilizing Technology-
  Driven Measurement to Drive Coaching Success in Your Contact Center—Tom
  Hammond, The Hartford Group
• Creating a Culture of WOW—Andre Harris, Westfield
• Leading Customers through Change: A Survival Guide to Persuasive Marketing
  to Your Customers—Peter De Trempe, Clarke American
• Telework Makes Good Business Sense—Ilene Morris-Sambur, Creating Opportunity by Recognizing Abilities (CORA)
  

Closing General Session

Eric Hutto - VP, Consumer Business Segment, Perot Systems