Check out these session topics and company presenters at the 2008 Symposium. Sessions will be offered on April 28-29 at the Symposium. New sessions are still being added so check back often!
Globalization
- We Are Everywhere…Now What? Making the Leap from International to Global
Sara Lee Corporation
This session will explore potential diversity and inclusion challenges that organizations face when moving from a company with international locations to one that truly operates as a global organization. Utilizing a Sara Lee Corporation case study, facilitators will discuss key elements in assisting leaders to successfully and consistently face diversity and inclusion challenges within a global company.
- Can You Build a Global Consumer Relations Department and Keep a Local Focus?
Kraft
The short answer to this question is yes. Now, if you ask me if it’s easy, the answer is a resounding no! And, it can’t be done overnight. Is your department ready to operate globally in a world where “globalness” is becoming more important? Within the last couple of years, Kraft Consumer Relations has evolved toward a global consumer focus. If your department is considering operating on a global basis, or regionally, this is the session to attend. You’ll learn how Kraft structured its global Consumer Relations operations and how regional groups were formed and managed. Come hear about the challenges, the watch outs, but equally important, the successes.
- Taking the Plunge: Overcoming the Challenges of Introducing Consumer Service on a Global Level
Philip Morris International
When deploying consumer service on a global scale there are many facets to consider: Cultural differences, technology limitations, time zones, staff sourcing and training along with maintaining consistency. Philip Morris International will use their experience of launching regional call centers around the world to explain how they were able to overcome the challenges they faced along with lessons they learnt along the way.
Data and Reporting
- Optimizing Consumer Data for the Greatest Impact on your Organization—A Cross-Industry Look
Campbell Soup, Bayer Healthcare, Reckitt Benckiser
This session is an interactive cross-industry panel discussion on how to use consumer data to have the greatest impact on your organization, beginning with the types of tools that are used and how to optimize your consumer data through reporting and analytics. The discussion will evolve toward how the use of data and analytics can raise your influence within your company, how your data stacks up against and can be used in conjunction with standard market research tools and how to stay on top of external consumer and technology trends and how these learnings can be used to heighten your level of influence. The panel will also discuss the evolution of consumer data and reporting due to increased regulation and advice for taking your reporting to the next level.
- Communicating the Voice of the Consumer to Your Company
Clorox
Come and see how the Clorox comment reporting system breathes life into consumer feedback by letting consumers tell their own stories and giving the company desktop access to their feedback. This reporting-focused session will trace the evolution of comment reporting at Clorox, provide insight into how consumer comments are leveraged across the company and feature a live demonstration of the company's state of the art reporting system.
- How to Move the Mountain or Make Data Speak
Procter & Gamble
This session will deliver consumer reporting techniques that will make data speak to your customers. It will share concepts for monitoring comment trends, then developing concise, clear, yet effective communication to drive positive change with your product(s) while increasing your consumer’s satisfaction. This breakout will also highlight the importance of key customer collaboration and advocacy, a critical component to bring recommendation to reality. This session will attempt to demonstrate: if you can make data speak, it can truly move mountains.
Presenters: Julia Barker and Michael Whiting
Consumer Trends
- What Gen Y Wants
Lindsey Pollak, Author & Speaker
How much do you know about Generation Y? What excites them? What annoys them? What do they care about? Why do they spend so many hours on Facebook? Lindsey Pollak—author, blogger, speaker and "translator" among the generations—will share her insights, opinions and predictions about today's teens and twentysomethings. Case studies will provide real-world examples of how companies are dealing with their youngest customers. Prepare to leave this session with a better understanding of—and appreciation for—Generation Y.
- Customer Insights to Create Customer WOWs!
Westfield
Westfield is recognized and admired around the globe as the largest retail property group in the world. With 57 shopping centers in the U.S., Westfield welcomes more customers annually than the NFL, NBA and MLB combined. In this session, Ms. Harris will discuss Westfield’s approach to gathering and using customer insights to enhance the overall shopping experience and create WOW’s. WOW is Westfield’s Customer Service Motto and means “Way beyond the expected. Own it personally. Win over their hearts.” Know your customers! Hear your customers, internal and external, and understand their definition of WOW. Measure the WOW experience through the eyes and voice of customers. Learn from powerful Westfield Case Studies.
