Agenda


Please Note: Although the group splits periodically to keep the audience an appropriate size for the performance labs and workshops, all attendees will attend each lab and workshop at some point throughout the Summit.



Print the full schedule  OR  Download PDF Schedule
Monday
12pm-6pm Registration/Meet & Greet
3:30pm-5:30pm "Un-conference" Session (More Info)
Facilitated and purposeful peer-to-peer sharing.
5:30pm-7:30pm Welcome Reception

Tuesday
7am-8:30am Breakfast
8:30am-8:40am Welcome/Opening remarks
Ruthann Fisher, EVP & Global Brand Director, ICMI
8:40am-9:30am Keynote Address: "Understanding Today’s Powerful Consumer Movement – and What It Means to You and Your Organization" (More info)
Brad Cleveland, Senior Advisor and Former President and CEO, ICMI

"Understanding Today’s Powerful Consumer Movement – and What It Means to You and Your Organization"

Brad Cleveland, Senior Advisor and Former President and CEO, ICMI

We are witnessing – daily, literally before our eyes – the emergence of the most powerful consumer movement in history. The confluence of economic pressures, cultural developments, and the rapid rise of social media has fueled fundamental changes that are leaving no organization untouched. Good customer service experiences turn into positive word of mouth that attracts market share, strengthens brands, and boosts business results. Bad experiences – even if they are one in many thousands of interactions from an internal perspective – are quickly and negatively reflected in ratings, blogs and tweets, and through a multitude of social networks. As a result, customer contact services are undergoing their most significant “upgrade” ever – touching people, processes, technologies, and strategy – as they become increasingly central in organizationwide efforts to understand and meet customer expectations. In this not-to-miss keynote, author and consultant Brad Cleveland – who has had a front row seat in his work with organizations across the globe – will define the deep changes taking place, and the steps you need to take now to prepare your organization, your team and yourself to survive and thrive in the months and years ahead.
9:30am-9:40am Break
9:40am-10:50am Bridging the Gap Between Strategy and Execution (An Executive Roundtable)
(More Info)
Gerry Barber, Call Center Senior Leader, DeLoitte Services; Larry Eiser, VP, Call Center Operations, Duke Energy; Tom Canterberry, VP, Customer Service Operations, Cross Country Home Services; Moderated by Layne Holley, Director of Community Services, ICMI

Bridging the Gap Between Strategy and Execution (An Executive Roundtable)

Gerry Barber, Call Center Senior Leader, DeLoitte Services; Larry Eiser, VP, Call Center Operations, Duke Energy; Tom Canterberry, VP, Customer Service Operations, Cross Country Home Services; Moderated by Layne Holley, Director of Community Services, ICMI

Keep your strategy on track and out of the gap with tips, lessons learned and success stories from three veteran customer management and contact center executives. Even the best laid plans can fall into oblivion because of failure to execute effectively. If this has ever happened to you -- or if you're working on a strategy now and want to make sure it doesn't -- you'll want to be in this informal and interactive discussion. Whether your strategy centers around increasing ROI and customer loyalty or strategic value, broadening your customer access strategy, or building a case for needed investment, or any other important goal, ICMI and these expert practitioners can give you the insight and perspective you need bridge the gap between strategy and execution.
10:50am-11am Break
11am-1pm Group Splits
PERFORMANCE LAB #1:   An ICMI Executive Summit Exclusive! (More info)

As a senior level director or executive, the decisions you make impact your customers, your employees and the broader organization. But given the many variables and tradeoffs you face, which direction is best? Focused on customer experience management, this unique and richly-interactive session will help you think through, plan and design customer experiences that boost customer loyalty and maximize business success. You'll answer key questions, including:

• What are the most critical decisions in designing and delivering services?
• What are the tradeoffs – and compatibilities – between customer expectations and bottom-line results?
• How can you boost both internal efficiency and customer satisfaction?
• How will your decisions impact key stakeholders?
• What’s the best approach for communicating direction and earning buy-in?

In short, you'll leave this hands-on experience with a solid understanding of how to achieve efficiency, profitability and loyalty. And you'll have the know-how you need to make the right decisions and earn the trust and confidence of your organization.

OR
STRATEGIC WORKSHOP: "Turning Vision Into Passion" (More Info)
Bob Furniss, President, TouchPoint Associates, Inc.

"Turning Vision Into Passion"

Bob Furniss, President, TouchPoint Associates, Inc.

Customer experience thought leader Bob Furniss will share how some of the top companies in America have made their brand and culture come alive in the daily activities of their contact center leaders and frontline employees. Learn how to develop a strategic plan that emphasizes the execution of tactical frontline goals to achieve organizational success. From this session you’ll discover:
• The connection between values, vision, mission strategy, goals and tactics
• How create the connectivity between you and your team’s personal and group goals – and how to relate them to the bigger organizational and company goals
• The importance of developing a “people first / customer first” culture in your center
• The value of creating a consistent “public relations” campaign for your contact center

1pm-2:30pm Lunch
2:30pm-5pm Group Splits
PERFORMANCE LAB #1:   An ICMI Executive Summit Exclusive! (More info)
OR
STRATEGIC WORKSHOP: "Turning Vision Into Passion" (More Info)
Bob Furniss, President, TouchPoint Associates, Inc.

5pm-7pm Networking Reception

Wednesday
7am-8:30am Breakfast
8:30am-10:30am Group Splits
PERFORMANCE LAB #2:   An ICMI Executive Summit Exclusive! (More info)
OR
STRATEGIC WORKSHOP: "Know the Numbers: Decision Making Tools for Success" (More Info)
Laura Grimes, President, Harrington Consulting Group

"Know the Numbers: Decision Making Tools for Success"

Laura Grimes, President, Harrington Consulting Group

Is your center a cost, an investment, or somewhere in between? Do you know the value contribution the center makes to your organization – and are you able to describe and quantify it to the highest levels of management? How do you calculate ROI on the benefits of less tangible actions in order to get support from your CFO? Numbers don’t have to be boring or intimidating, and they’re incredibly important to strong decision making. In this workshop, Laura Grimes will put the fun back in numbers. You’ll leave with the tools you need to be confident in your decisions, and comfortable communicating to management to get necessary support for customer service initiatives.

10:30am-10:45am Break
10:45am-12:45pm Group Splits
PERFORMANCE LAB #2:   An ICMI Executive Summit Exclusive! (More info)

The 2nd of two, 2-hour long performance labs focusing on customer experience management.
As a senior level director or executive, the decisions you make impact your customers, your employees and the broader organization. But given the many variables and tradeoffs you face, which direction is best? Focused on customer experience management, this unique and richly-interactive session will help you think through, plan and design customer experiences that boost customer loyalty and maximize business success. You'll answer key questions, including:

• What are the most critical decisions in designing and delivering services?
• What are the tradeoffs – and compatibilities – between customer expectations and bottom-line results?
• How can you boost both internal efficiency and customer satisfaction?
• How will your decisions impact key stakeholders?
• What’s the best approach for communicating direction and earning buy-in?

In short, you'll leave this hands-on experience with a solid understanding of how to achieve efficiency, profitability and loyalty. And you'll have the know-how you need to make the right decisions and earn the trust and confidence of your organization.

OR
STRATEGIC WORKSHOP: "Know the Numbers: Decision Making Tools for Success" (More Info)
Laura Grimes, President, Harrington Consulting Group

12:45pm-2:15pm Lunch
2:15pm-4:15pm Performance Lab Presentations (More info)
Facilitated and purposeful peer-to-peer sharing.
4:15pm-5pm Group Discussion on Conference Takeaways; Closing Remarks
Linda Riggs, Director of Training & Certification, ICMI

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Learn & Network
with the best!

View a list of participating
attendee companies.
  • VP of Customer Service
    Zions Bank
  • VP of Customer Care
    The Bancorp Bank
  • Operations Director of Customer Support
    Geisinger Medical Laboratories
  • Director; Customer Support
    Teleflora
  • VP of Customer Care & Sales
    UMI
  • Director of Distributor Support
    MonaVie
  • Strategic Program Director
    H&R Block
  • Director of Customer Service
    Bright House Networks
  • Division VP of Restaurant Technology Support
    Jack in the Box Inc.
  • Director of Customer Service
    Republic Services
  • Director of Automotive Service Centers
    VW Credit Inc.
  • Associate VP of Contact Center Operations
    LabCorp
  • VP of Operations
    World Vision US
  • Director
    City of Atlanta Department of Watershed Management
  • Corporate VP of RS Operations
    MassMutual
  • VP of Sales
    The Scooter Store
  • Director of Call Center Operations
    NBTY
  • VP of Operations and Reservations
    GTA North America
  • Director of Customer Service
    CIGNA Health Care
  • Director
    Medtronic
  • Director of Technical & Patient Services
    Medtronic
  • Manager
    Old Republic
  • Director of Customer Service
    Vitacost.com
  • Staff VP of Operations
    Health Management Corporation
  • Director of Workforce Management
    Arise
  • Customer Service Manager
    Hot Topic
  • Site Director
    Assurant Solutions
  • Inside Sales Operations
    Gore & Associates

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