Confirmed Keynotes
Monday, April 28
Dr. James Canton
Global Futurist and Author
The Extreme Future
Based on Dr. Canton’s new book, The Extreme Future, and his corporate consulting with Fortune 1000 clients, this dynamic and informative multimedia keynote provides a sweeping overview of the top trends that will shape the future of business and society. Trends include the future of: Climate, energy, technology, the workforce, security, the economy, health care, demographics, entertainment and lifestyles. Find out what’s next and how to prepare today.
Dr. James Canton is a renowned global futurist, social scientist, keynote presenter, book author and visionary business advisor. For more than 30 years he has predicted the key trends that have shaped our world. Dr. Canton is CEO and Chairman of the Institute for Global Futures. He advises the Global Fortune 1000
on trends in innovation, financial services, health care, life sciences, energy, security, workforce, climate change and globalization.
He is the author of The Extreme Future: The Top Trends That Will Reshape the World for the Next 5, 10 and 20 Years and Technofutures: How Leading-Edge Innovations Will Transform Business in the 21st Century. A frequent guest of the media, Dr. Canton is a commentator on CNN. He was named "the Digital Guru” by CNN and “Dr. Future” by Yahoo. A worldwide audience follows his Global Futurist blog.
B.J. McDonald
Senior Director,
Continental Airlines
How About Winning a Ford Explorer, Just for Showing Up to Work?
In an effort to improve customer retention, many corporations work to improve the delivery of customer service, as well as the recovery from a service failure. How companies deliver on their promises, build internal and external customer loyalty and develop a best-in-class service are the keys to becoming a successful organization. Continental Airlines’ award-winning service innovations have focused on creating satisfied and loyal customers, both internally and externally. This presentation will highlight some of the company’s most successful initiatives.
B.J. McDonald
is the Senior
Director of
Continental’s
North Houston
Center reservations.
He is responsible
for Continental’s largest call
center and the company’s
Customer Care
Department. He leads a
team of 100 management
employees and more than
2000 contact center
agents. B.J. has more than
25 years of airline experience,
including 15+ years
of call center experience.
He has worked in various
divisions of Continental
Airlines, including Sales,
Marketing and several
Customer Service Positions.
Tuesday, April 29
Olivette Whipple
Vice President, Global CRM
Customer Contact Centers,
Americas, Europe, Asia, IBM
Olivette
Whipple is the
Vice President
of the IBM
Global CRM
Customer
Contact Centers in the
Americas (North & South),
Europe and Asia. As part
of IBM’s Integrated
Operations Organization,
she also has responsibility
for CRM commercial
clients in the U.S.,
Canada, Latin America
and throughout Europe
and Asia. IBM’s Customer
Care Center(s) received
the 2000 and 2001 CRM
Grand Prix Award for
“Outstanding customer
service on the phone and
email.”
Sidney E. Fuchs
President and Chief Executive Officer
OAO Technology Solutions, Inc.
Globalization: What They Didn't Teach You in Business School—"The New CEO v2.0"
A realistic plan for globalization, valuable partner relationships and confident, transformational leadership allow organizations to address the most demanding customer requirements. Learn more about rapidly evolving business strategies, philosophies and opportunities to accelerate global enterprise-wide growth while facing today's dynamic economic challenges. Mr. Fuchs' unique perspective on globalization and leadership is drawn from extensive experience in the public sector, commercial and international markets, as well as his service at domestic and foreign posts as a former Central Intelligence Agency officer.
Sid Fuchs is a leading executive with more than 25 years of experience in the public sector and commercial markets, with an emphasis on intelligence, security, defense and information systems. He is the president, CEO and a director of OAO Technology Solutions, Inc. (OAOT), a privately held global Information Technology company that supports government and commercial customers in more than 200 locations worldwide. Previously, Mr. Fuchs was a corporate officer of Northrop Grumman. As a recognized thought leader, he is a published author and speaker on such topics as leadership development, building high performance organizations and strategy development.
