11 - 13 March, 2014
San Diego, CA

Main Conference Day Two

Tuesday, March 12, 2013

Download Agenda

 

7:20 Registration And Networking Breakfast
Registration And Networking Breakfast
7:55 Welcome Remarks
Welcome Remarks
8:00 Opening Remarks By The Conference Chair
Andrew McInnes, Director of Product Marketing, Allegiance
Opening Remarks By The Conference Chair
19828_003_Andrew_McInnes

Andrew McInnes
Director of Product Marketing, Allegiance

Andrew leads Allegiance’s product marketing efforts, helping to guide product strategy and ensure that Allegiance clients get the most value possible from existing products. Prior to joining Allegiance, he spent five years in Forrester’s Customer Experience research practice where he led the firm’s voice of customer coverage.
8:10 Keynote: Driving A Culture Of Customer Experience Innovation At The Cleveland Clinic
James Merlino, Chief Experience Officer, The Cleveland Clinic
Dr. Merlino will discuss the connection between employee engagement and patient satisfaction. He’ll describe how The Cleveland Clinic, a 90 year old institution built a business case to buck the traditional physician-centric culture and brand every employee as a caregiver, as well as provide a common training program for all 42,000 employees from top doctors to custodians and drive a culture of innovation.
James Merlino

James Merlino
Chief Experience Officer, The Cleveland Clinic

James Merlino, MD, is the Chief Experience Officer of the Cleveland Clinic health system, and is a practicing staff colorectal surgeon in the Digestive Disease Institute. He is also the founder and current president of the Association for Patient Experience. As a member of the Clinic’s executive team, he leads initiatives to improve the patient experience across the Cleveland Clinic Health System. [read more]
8:45 Keynote: Managing Forward—Using Analytics Today To Drive Your Business Tomorrow
Larry Freed, President and Chief Executive Officer, ForeSee
Modern consumers are multi-channel and multi-device users. And in today’s ultra-competitive world, the experience they have with your brand, regardless of channel, is going to determine where their loyalties lie. Learn how to go beyond just listening to actually measuring and quantifying the customer experience today in a way that helps you understand and predict future success to drive your business tomorrow. Larry will discuss how satisfaction analytics can focus resources and prioritize improvements that have the greatest impact on ROI.
Larry  Freed

Larry Freed
President and Chief Executive Officer, ForeSee

As President and CEO of ForeSee, Larry is responsible for managing the company's strategy and significant growth, since the company's founding in 2001. Larry brings more than 20 years experience in senior management and in directing ForeSee’s e-commerce and technology initiatives. An expert on the cross-channel customer experience and author of Managing Forward: How to Move From Measuring the Past [read more]
9:20 Keynote: Innovations In Customer Loyalty, Rewards and Incentives
As Hilton celebrates the 25th Anniversary of Hilton Honors, learn how customer rewards have evolved over the past three decades. Jeff will reveal the latest trends in customer rewards and how they connect directly to continued loyalty and satisfaction.
9:55 Networking And Refreshment Break
Networking And Refreshment Break
10:25 Keynote: Navigating U.S. Cellular’s Customer Experience Transformation
Maty Kiser, Senior Director, Strategic Operational Program, U.S. Cellular
U.S. Cellular is the fourth largest wireless carrier in the United States and recipient of numerous awards from J.D. Powers and Consumer Reports. See how they developed their customer experience strategy and implemented a three-year roadmap to transform the customer experience while delivering significant value to the business. You will learn:
  • The key activities taken while developing their customer experience strategy
  • How to obtaining funding for transformational customer experience programs
  • How to align resources to a common purpose centered around the customer
Maty  Kiser

Maty Kiser
Senior Director, Strategic Operational Program, U.S. Cellular

Maty Kiser is Sr. Director of Strategic Operations at U.S. Cellular and leads a program expected to generate sizable benefits in value for her company. She has served as an executive at several other Fortune 500 companies delivering business capabilities and technical solutions to end customers.
11:00 Panel: Prioritizing Your Customer Experience Efforts And Proving The Value Proposition In A Cost Conscious Environment
Nancy Camarota, Director, Sales Service, La-Z-Boy
Jason Cieslak, Managing Director, Los Angeles, Siegel+Gale
Ben Hoffman, Director, Customer Experience Management , Cigna
Eric Jagher, Senior Director, Strategy, Insights and Planing, U.S Cellular
Andrew McInnes, Director of Product Marketing, Allegiance
Hilary Noon, VP, Customer Insight & Experience, American Cancer Society, Inc.
There are hundreds of ways your organization can improve the customer experience. Customers are providing feedback everyday that can help you make improvements across all channels. However, with a limited budget and limited internal resources, how can you determine which initiatives will have the greatest impact? How can you prioritize your efforts and determine which activities are absolutely essential and which you can forgo.
Nancy Camarota

Nancy Camarota
Director, Sales Service, La-Z-Boy

Nancy Camarota serves as the Director of Customer Experience at La-Z-Boy Incorporated. Before joining La-Z-Boy, Nancy worked in high tech companies such as HP, Covad and Time Warner Telecom in roles including sales, service, marketing and operations. She has worked across industries including service and consumer goods. Nancy began specializing in customer transformation as more companies indicate [read more]
Jason Cieslak

Jason Cieslak
Managing Director, Los Angeles, Siegel+Gale

As Managing Director, Jason is responsible for Siegel+Gale’s operations on the West Coast, which include a full-service office in Los Angeles and Siegel+Gale’s Global Naming office based in San Francisco. In his role, Jason oversees all client relationships and programs for Siegel+Gale across the Western United States. In his previous role of Executive Director, Interactive Media, Jason led Siegel [read more]
Ben Hoffman

Ben Hoffman
Director, Customer Experience Management , Cigna

Ben Hoffman is currently the acting Chief Customer Officer for Cigna, a global health service company, dedicated to helping the people they serve improve their health, well-being and sense of security. His 25 years in customer experience have provided him the opportunity to work on a broad variety of initiatives and industries - from auto insurance quoting to health care to railroad yard managemen [read more]
Eric Jagher

Eric Jagher
Senior Director, Strategy, Insights and Planing, U.S Cellular

Eric Jagher is Senior Director, Strategic Guidance, Insights, and Planning for U.S. Cellular, which is the nation's sixth-largest wireless carrier. U.S. Cellular provides a comprehensive range of wireless products and services, unmatched customer service and a high-speed nationwide network to approximately 5.9 million customers in 26 states.  Eric played a leadership role in the creation of the co [read more]
19828_003_Andrew_McInnes

Andrew McInnes
Director of Product Marketing, Allegiance

Andrew leads Allegiance’s product marketing efforts, helping to guide product strategy and ensure that Allegiance clients get the most value possible from existing products. Prior to joining Allegiance, he spent five years in Forrester’s Customer Experience research practice where he led the firm’s voice of customer coverage.
Hilary  Noon

Hilary Noon
VP, Customer Insight & Experience, American Cancer Society, Inc.

11:40 Quick Stretch And Transition To Your Round Table Or The Invite Only Think Tank
Quick Stretch And Transition To Your Round Table Or The Invite Only Think Tank
12:30 Luncheon On The Aragon Lawn
Luncheon On The Aragon Lawn
3:00 Networking And Refreshment Break
Networking And Refreshment Break
5:00 Networking And Cocktail Reception In The Solutions Zone
After a busy day of solution-focused sessions, relax with fellow speakers and attendees. Take advantage of the opportunity to network, share ideas off-line and check out new products and services from innovative customer experience providers.
6:00 Conclusion Of Day Two
Conclusion Of Day Two

 

Theme2 Master Page Theme2 PageName:agenda.aspx EventInfo Id = 240360 Content Id = 240416 Content Title = daytwo