Day One - Tuesday, November 18, 2008

7:30 Registration And Coffee

8:00 Opening Remarks From Chairperson

Richard D. Hanks
Chairman and President
Mindshare Technologies, Inc.

8:15 Keynote Speech: Aligning Marketing And Designing

Processes with Business Strategies to Create the Commitment to Loyalty

Loyalty is no longer about the reward points or incentive programs; Loyalty is more about the paradigm shift for the organizations to design and improve the internal process based on the in-depth understanding of the changing customer needs and expectations. In this keynote, find out how Best Buy is leading through the process of change.

Merging marketing capabilities and designing capabilities into one group and boosting diversified thoughts and ideas
Leading the change to innovate the business process and drive excellence
Understanding and quantifying impact on business performance
Leveraging & involving your employees
Getting the commitment from top management

James Damian
Senior Vice President, Experience Development Group
Best Buy

Top rated speaker from last summit

9:00 Case Study: Obtaining Key Consumer Insights With

Systematic Customer Behavior Analysis for Competitive Advantage

Customers are changing real-time and you are expected to move real-time in order to meet their needs and stay ahead of your competitors.

Understanding consistent customer expectations from quantitative data and qualitative research
Studying customer lifecycle to trace back previous customer behaviors
Developing and nurturing consistent RELATIONSHIP between customers and sellers to create pleasant customer experience

9:45 Case Study: Engaging Employees To Deliver Customer Value And Improved Business Results

Canada Post's Customer Value Management team was recently awarded an International Business Award in the category of customer service, adding to two previous international awards including a World Mail Award for Customer Service and a 1to1 Impact Award for Organizational Transformation. Janet's leadership has helped Canada Post to understand how to use customer insights to drive cultural change by engaging employees to improve the customer experience. Discover practical takeaways from this award winner:

Understanding customer needs that create and deliver value
Linking end-to-end customer experiences to employee performance
Translating customer value into business strategy, employee incentives, and process improvement initiatives
Leveraging support activities to maintain employee engagement

Janet LeBlanc
Director, Customer Value Management
Canada Post

10:30 Morning Refreshment Networking & Vendor

Showcase

11:00 Translating Customer Loyalty Into Financial Impact, Revised Marketing, Communications And Sales Strategies

Most of the businesses are aware that it costs 4 times as much to acquire business from a new customer as it does from an existing one. They are also aware that loyal customers are willing to pay more for the product; however, most of them are struggling with how to get there.

Exploring the approaches to measure the customer loyalty and the financial impact
Revising marketing & sales and communications based on the status of customer loyalty
Transferring the loyalty into growth and profit

Susan ROSE
Partner
5one / LaSer

Clare Theron
Customer Manager
Woolworths South Africa

11:45 Case Study: Exploring Text Mining Technologies And Understanding Its Impact On Data Driven Decision Support To Enhance Loyalty Program Results

Learning why it is important to understand varied shades of customer sentiment
Understanding the role of the text mining technologies and the impact on data driven decision support
Gaining insights into the ROI from text analytics implementation

12:30 Networking Luncheon & Vendor Showcase

1:30 Case Study: Generating Word-Of-Mouth With Consistent ¨WOW¨ Service For Organic Growth

As one of the 1to1 Media 2007 Customer Champions, Jane will share with you in this session how Zappos.com business model is built on providing customers with the best service and the best online shopping experience. This presentation will also provide details of Zappos.com best practices and how they can be applied in your organization.

Customer service is an invest, not an expense
Word of Mouth really works online
Don't be secretive and don't worry about competitors
You need to actively manage your company culture

2:15 Integrating Voice Of The Customer To Increase Retention And Enhance Business Processes – Case Study From Cisco Webex

Why Feedback? Cisco Webex is giving their answers by sharing the strategic impetus behind Cisco WebEx's decision to implement a voice of the customer program that has resulted in increased customer satisfaction, reduced costs, and increased customer loyalty.

Discussing the evolution of Cisco WebEx's customer satisfaction and loyalty program
Crafting the reports and alerts that generate action in the business
Examining how the program has delivered cost savings and increased revenue to different parts of the business
In addition, Gary will discuss the advantages that attitudinal data brings to companies that implement Enterprise Feedback Management solutions, and how you should consider the "moments of truth" in the overall customer experience to optimize the value of the program.

Kathryn Williams
Senior Manager
Customer Experience and Loyalty of Cisco WebEx

Gary Schwartz
Vice President, Product Marketing
Confirmit

3:00 Afternoon Networking & Vendor

Showcase

3:30 Panel Discussion: Quantifying The Benefits Of Customer Loyalty Initiatives To Your CEO/CFO To Ensure The Buy-Ins

Identifying the key dimensions of loyalty and customer experience initiatives that can be quantified

Examining & Reconciling data from multiple touch points
Exploring approaches to estimate loyalty, word of mouth, risk impacts and revenue

Panelists include:

James Damian
Senior Vice President, Experience Development Group
Best Buy

Om Kundu
Loyalty Strategy & Analytics Expert

4:15 Add One More Session

Driving Customer-centric Business Transformations

In this session, we will discuss emerging best practices for driving business transformations that have successfully translated customer engagement and analytic thought-leadership into materially significant business wins in global enterprises:

Working towards a holistic customer-view across products, channels, and competitive market dynamics
Translating customer engagement insights into business process transformations
Getting your technology, data, & analytics architecture in shape for enterprise-wide implementation
Leadership & human capital DNA enabling high-performing customer-centric execution

Om Kundu
Loyalty Strategy & Analytics Expert

5:00 End Of Day One

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