Customer Experience Summit 2010


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"If the key to creating a competitive advantage is the overall customer experience, then what is your organization doing to stay ahead? In today’s dynamic environment, organizations have to keep up with the many channels of customer interaction: website, call center, in-store, etc. Organizations must integrate these mediums of communication and create a cohesive blended channel outreach and facilitate a platform for more efficient communication to ensure a positive customer experience.

The Customer Experience Summit will present an opportunity to leverage and enhance the mechanisms, tools and metrics to enhance a company’s cost effectiveness of pursuing customer centric initiative, accomplish more with fewer resources and formulate ideas on how to generate a higher level of revenue and customer satisfaction.

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Customer Experience Summit 2010

  1. 1. Register Now! Save $800 if you register by Jan. 29, 2010 See page 7 for details. March 22-24, 2010 Improving Customer Experience Trump International and Streamlining Costs through Beach Resort – Miami, FL Blended Channel Outreach Speaker faculty includes senior The 2nd Customer Experience Summit will give executives such as: you the know-how to add structure to unstructured data and give you the competitive advantage to standout amongst • Elaine Del Rossi, Client Experience your competitors! With the onset of new technology driven channels and Officer, HTH Worldwide more informal customer based recommendations, it is business critical • Ed Benack, Chief Customer Officer, for you to learn how to quantify this experience, apply new Acronis marketing tools and touch points, leverage real insights from the voice of the customer and generate a higher level of customer loyalty. • Rick Otero, Executive Vice President, Services and Customer Experience, Capital One Bank • Jim Bampos, Vice President, Customer Quality, EMC Corporation • Suzanne Dunham, Senior Vice President, Customer Service, Integrated Broadband Services • Brad Nichols, Senior Vice President Critical topics to be featured include: and Global Head of Customer Experience, Thomson Reuters • Learn how to update your customer outreach with new technology driven channels aimed to quantify customer data • Stacey Holley, Vice President, Customer • Turn customer feedback into branding, ROI and profit Support Services, AMN Healthcare • Discover how speech analytics work to deliver your organization business intelligence, reduced • Gina Rossi, Vice President, Marketing costs and increased productivity & Brand Development, Oneida Savings Co-located with • Measure the customer experience beyond the Bank net promoter score LSS & Process Improvement for Customer Experience! • Georgia Eddleman, Vice President, • Apply the next generation of service profit Customer Care, ADT Security Services See page 7 for more information. chain excellence • Jo Anne Dragoun, Vice President, Plus! Two Exclusive Blue Sky Sessions – these boardroom style discussions with Vice Customer Care, Aon Integramark Presidents from major companies will give you access to a brainstorm of ideas and solutions for the most prevalent challenges facing customer experience today! • Jim Kraemer, Vice President, Customer Care, Aon Integramark Sponsors: Media Partners: • Rick Ferguson, Editorial Director, COLLOQUY • Darin Phillips, Director, Customer Experience, Bayview Financial • Tim Searcy, CEO, American Teleservices Association
  2. 2. March 22-24, 2010 Improving Customer Experience Trump International and Streamlining Costs through Beach Resort - Miami, FL Blended Channel Outreach WHO WILL ATTEND: Dear Colleague, IQPC’s Customer Experience Summit will benefit all customer oriented departments and functions The 2nd Customer Experience Summit will provide a springboard for senior in your company including Chief, VP, Director, customer experience professionals dedicated to delivering results and profit through Manager, Advocate and Senior Specialist in: the creation of programs that enable customers to more effectively interact with their • Customer Engagement & Experience companies. Meeting customer expectations of your product or service through the • Customer Care & Client Services multitude of touch points available is of critical importance in order to improve their experience, positively influence your company’s brand and drive business results. • Retention & Loyalty Programs • Marketing & Branding The Summit will highlight case study examples of leading customer service companies • Call & Contact Centers who are incorporating innovative solutions in today’s tech-centric age. We’ll explore • Customer Insight & Satisfaction creative solutions to tackle new challenges and generate profit from added • Consumer Affairs opportunities, touch points and channels that work with your customer! This event will enable this discussion amongst those ahead of the curve! • E-commerce & Retail • Public Relations & Corporate Communications As an IQPC exclusive, we will also be showcasing our Blue Sky Series of open dialogue discussions that will enable you to take part in a boardroom style discussion of senior executives who are brainstorming solutions to address today’s timeliest challenges and looming question such as: Sponsorship • How can you really evaluate the success of your customer outreach touch points? and Exhibition • Is it possible to maintain control and quantify seemingly unquantifiable Opportunities: experiences that your customers are having through new, informal and unstructured mechanisms? Sponsorships and exhibits are excellent opportunities for your company to showcase its Join the discussion! I look forward to seeing you in March for the 2nd Customer products and services to high-level, targeted Experience Summit. Space is limited, so call 1-800-882-8684 to reserve your spot decision-makers attending the 2nd Customer today! Experience Summit. IQPC and Customer Management IQ help companies like yours achieve important sales, marketing and P.S. Don’t miss out on our workshop branding objectives by setting aside a limited series that highlights links between VOC number of event sponsorships and exhibit spaces – all of which are tailored to assist your and novel marketing initiatives aimed organization in creating a platform to maximize Ania Krol toward optimizing customer experience! its exposure at the event and reach key decision Program Director See page 3 for more details! makers in your field. IQPC For more information on sponsoring or exhibiting at the 2nd Customer Experience Summit, please contact Mario Matulich at 212-885-2719 or 2
  3. 3. Pre-Conference Workshops Monday, March 22, 2010 8:30am – 11:30am 8:00am Registration & Coffee Operationalizing VOC to Ensure the Delivery of Superior Value across the Entire Customer Experience A The key to generating increases in revenue and market share lies in consistently creating and delivering superior value across the entire • Link value performance gaps to specific customer touch points throughout the customer experience customer experience. And the only way to consistently create and • Develop an ongoing transactional measurement system linked to key deliver superior value is to understand the key drivers of value and customer events quality – from the perspective of your targeted market segments – How you will benefit from the workshop: better than anyone else. This requires: • Transforming your VOC (Voice of the Customer) information system • Be able to evaluate the Quality/Price trade-off in the customer’s value equation into a VOM (Voice of the Market) system • Be able to identify those factors that are critical to quality from a • Shifting from the metrics of customer satisfaction to the metrics of market perspective customer value • Be able to identify key customer touch points throughout the • Identifying competitive performance gaps that can be leveraged or customer experience remedied throughout the customer experience • Be able to link value performance gaps to customer touch points • Redesigning your customer feedback system to proactively capture • Understand how to deploy an ongoing monitoring system to track customer reactions to your product, service, people and process value delivery across the customer experience improvements Results Experienced by User Companies: Participants will learn how to: • Transform their VOC system into a VOM system that proactively • Doubled market share and increased bottom line by 5X within 1 year • Grew from $250 million to $2.7 billion within 8 years identifies the key drivers of quality and value • Reduced churn from 50% to 23% in 2 years • Shift from the metrics of customer satisfaction to the metrics of customer value to ensure better prediction of market share and Workshop Leader: Dr. Reginald W. Goeke, Principal and Founder, business performance Market Value Solutions 11:45am – 2:45pm 11:30am Registration – Lunch will be served Throw Away Your Crystal Ball: "Protention" Is The HOT NEW Marketing Initiative That Helps B Organizations Proactively Reach Out To Customers At Risk Of Churn Protention = retention + the future and it is an essential feature of any In this workship you will learn how: NOW. In marketing, protention is the anticipation of the next likely • To identify protention opportunities in your industry customer action. Using speech analytics, customers' future intentions • Speech analytics identifies segments to proactively market can be captured, analyzed and reported on in protention indices. As a • Protention significantly reduces customer churn result, enterprises can produce marketing programs they know will • Protention initiatives contribute to top-line revenue resonate with customers' needs, as customers have, in effect, told Workshop Leader: Michelle Craft, Vice President of Marketing, them what exactly they want. Ultimately, protention programs help CallMiner enterprises connect the front office with the back office utilizing an enterprises' most under-utilitized asset, the voice of their customer. 3:00pm – 6:00pm 2:30pm Registration Experience is the Product – Updating the Mandate from User Experience to Customer Experience C Creating great products and services for an uncertain world is a goal The workshop will address: that most companies are striving for currently. This workshop will • Customer research methods for truer understanding of your highlight how customer experience and service professionals need to customers think beyond technology and features and toward the experience they • Research analysis tools that engender empathy for your customers in deliver. Examples will be drawn from Adaptive Path’s work, as well as your organization industry leaders such as Apple, Google, and Target, USAA, and • The value of good high-level concept design to make real your Southwest Airlines. We'll engage in methods that bridge customer customer insights research and concept design to deliver great customer experiences. Workshop Leader: Peter Merholz, Founding Partner and President, Adaptive Path 3
  4. 4. Conference Day One Tuesday, March 23, 2010 7:00 Registration & Coffee 12:30 Networking Luncheon 7:50 Chairperson’s Welcome and Opening Remarks 1:30 Building a Business from Scratch - Better Customer Experience as the Building Blocks 8:00 Keynote Case Study: Establishing Visibility across the Putting the customer first is not a novel concept; however, building a Enterprise for Customer Experience business with an emphasis on the customer actually being top priority is a With departments from product design, to sales, to marketing to internal unique approach to any start up. Find out how to design products, services operations, reorganizing an entire organization around a customer centric and the experience by looking at what the customer really needs to be a experience can be difficult. This session will help explore how one company loyal consumer. Topics to be covered include: has worked to establish visibility across these divisions and how it can • Building customer experience into the DNA of a startup company facilitate a powerful impact on the customer experience company wide. • Being where the customer is – through various touch points: calls, • Showing results with a comprehensive 360 view emails, Facebook and Twitter online chat, sms chat • Consolidating various customer touch points with one goal • What the care centre has done to create a unique and different • Managing and inspiring your team experience for customers Georgia Eddleman, Vice President, Customer Care, ADT Security • Unique training programs for the front lines including improve training Services and random acts of kindness *check for speaker update 8:45 Creating a Customer Focused Culture No company ever intends to create a poor customer experience. Every 2:15 Identifying and Improving Critical Moments of Truth customer pain point ever, was created inadvertently or without that in Customer Experience intended consequence. When discussing why such pain points exist, you For most companies, customer service deals with some key “moments of will see passion and hear logic from those who created them. This truth” for customers. These key moments of truth are critical in discussion will focus on how to affect the cultural change needed to ensure organizational efforts to improve the customer experience. But firms can’t a great customer experience transcends any one person or initiative. We just focus on customer service interactions or offload responsibility for will review concrete approaches and initiatives to not only create a customer experience to the customer service organization. This session customer-centric attitude, but ensure it is sustainable. with cover: • Having customers evaluate you by their entire experience • Incorporating internal cross-functional accountability into your strategy • Creating a systemic, holistic model with the “right” foundation and of customer delivery systems approach • Meeting critical customer expectations throughout the organization. • Linking a proper plan with a deep-seated desire to delight your Suzanne Dunham, Senior Vice President, Customer Service, customers at every touch point Integrated Broadband Services Ed Benack, Chief Customer Officer, Acronis 3:00 Afternoon Networking & Refreshment Break 9:30 Quantifying the Customer Experience –Speech Analytic Pilot Project 3:45 Measuring the Customer Experience – Beyond Net One way to measure the interaction between your front line associates and Promoter Score the customer experience is to record and analyze your calls. This session will While NPS has become a de facto standard for customer satisfaction explore how one company is using a speech analytic pilot to more measurement within the industry, its usefulness as an operational and positively impact the customer experience and better train their employees. performance metric is limited. • Deploying, mining and quantifying the reasons for customer contact • Applying Event-Based Monitoring • Exploring verbatim • Examining practical approached to driving performance • Early results and applications – driving ROI • Exploring customer based behaviors across the company Jeff Gallino, CTO and Co-Founder, CallMiner Brad Nichols, Senior Vice President and Global Head of Customer Experience, Thomson Reuters 10:15 Morning Networking & Refreshment Break 4:30 Quantifying Data from Unstructured Feedback – It’s 11:00 Blue Sky Session: Evaluating Success through Your all in the Metrics Touch Points to the Customer There are many points of feedback from your customers (e.g. contact This Blue Sky Session will place emphasis on how senior customer center, social networking sites, etc.), but that data is largely unstructured experience executives have been able to drive profit through their cohesive and difficult to quantify. In this session you will learn how your customer customer facing initiatives and their corresponding touch points and experience team can: channels. No topic is off limits and you won’t want to miss out on open • Monitor and collect unstructured data and frank discussion! • Gain business leader buy-in for this "voice of the customer" feedback In addition to the best-in-class and next-in-class, top executives will provide • Convert that data into actionable metrics their unique experiences in going from just talking about ROI to actually Darin Phillips, Director, Customer Experience, Bayview Financial demonstrating profit with their company’s open perspective emphasis on: • Planning reasonable goals for establishing loyalty metrics 5:15 Close of Conference Day One • Outlining next steps to evaluate profitability • Enhancing the customer experience and shaping your blended channels for optimal reach Jim Bampos, Vice President, Customer Quality, EMC Corporation Rick Otero, Executive Vice President, Services and Customer Experience, Capital One Bank Stacey Holley, Vice President, Customer Support Services, AMN Healthcare 4 | 1-800-882-8684
  5. 5. Conference Day Two Wednesday, March 24, 2010 7:30 Registration & Coffee interaction level where your employees and customers meet face to face on a daily basis. Building a culture internally that translates 8:00 Chairperson’s Recap of Day One into powerful interactions can greatly contribute to the bottom line results of your business. Emphasis will be placed on: 8:15 Keynote Case Study: Branding your Customer • Building critical and successful employee engagement Experience strategies – linking quality and rewards Customer experiences are based more on emotions and less on • Establishing unique metrics for partnering and grading systems usability and values. Thus, their expectations are varied and more • Leveraging the means for adding to the revenue stream with easily influenced by a more diverse set of factors. These aren’t loyalty always under your control and often times are extremely difficult to Jo Anne Dragoun, Vice President, Customer Care, Aon track. This session will help you understand how tackling this from Integramark the points of contact that you can control and how utilizing a Jim Kraemer, Vice President, Customer Care, Aon blended approach can ensure that you aren’t missing any Integramark opportunities to make customers help brand your company for you! • Tailoring the front lines based on a blended approach 2:15 Cause Marketing to Drive Loyalty and Profits • Building call centers that go beyond customer experience Aligning your business with a worthy cause is not only a smart • Establishing a proactive approach to experience business move, but a socially responsible one. More than 75% of Elaine Del Rossi, Client Experience Officer, HTH Worldwide 1,100 consumers polled in August 2008 said companies should still support social or environmental causes and non-profit 9:15 The Next Generation of Service Profit Chain organizations during an economic downturn. This session with Excellence – The Branded Associate Owner cover: Customer experience leaders like Harrah’s, Intuit, and Southwest • Power of cause marketing and explains how it can have a embraced the Service Profit Chain model, made famous in the 1994 simultaneous impact on brand strength, consumer HBR article, “Putting the Service Profit Chain to Work”. More engagement, profitability and environmental sustainability recently, thought leaders in the space have evolved the thinking • Using transparency and innovation to drive loyalty towards the concept of customer engagement and associate • Profile several successful cause marketing programs ownership. This session with highlight: Rick Ferguson, Editorial Director, COLLOQUY • Examining new strategies, tactics, and applications of the Service Profit Chain model 3:00 Afternoon Networking & Refreshment Break • Applying theory to practice in banking • Expanding how such concepts might be applied to any retail or 3:30 The Disconnect Between Consumers and Contact customer facing business Centers Rick Otero, Executive Vice President, Services and Customer Consumers want something entirely different than call centers are willing Experience, Capital One Bank to provide. What is each group looking for and how do cost conscious call centers bridge the gap? This session will weigh in using a 10:00 Morning Networking & Refreshment Break combination of research and 30 years of experience in the service industry to answer these customer service delivery questions. 10:45 Blue Sky Session: The Informal Customer • Understand the disconnect within the experience Experience World • Working within limited budgets Based on feedback received from you and your peers, the Blue Sky • Offering customers the power to decide Session has been specially designed to allow senior customer Tim Searcy, CEO, American Teleservices Association experience executives to engage in a dialogue on how customers are quantifying their experience through more informal and 4:15 Quick Fire Brainstorm: 30 Customer Experience unstructured basis. And how that has in turn enabled a whole new Game Changers and High Impact Ideas in 60 customer experience! Minutes In addition to the best-in-class and next-in-class, top executives will A panel of experts will break down the key tools and activities provide their insights on the future direction of innovation with that have had the greatest impact on their respective business emphasis on: models. The panel will also brainstorm next-steps and outline • The current economic situation as the catalyst for change potential solutions for the conference participants to take with • Beating internal and external roadblocks them and apply to their own practices. Points of discussion are as • Impacting positive business outcomes follows: • Challenging traditional performance metrics • New metrics to quantify channels and touch points for Brad Nichols, Senior Vice President and Global Head of quantifying customer experience Customer Experience, Thomson Reuters • Best practices for adding structure to unstructured data Gina Rossi, Vice President, Marketing & Brand Development, • Best approaches to linking your customer with your employee Oneida Savings Bank Rick Otero, Executive Vice President, Services and Customer Experience, Capital One Bank 12:30 Networking Luncheon Stacey Holley, Vice President, Customer Support Services, AMN Healthcare 1:30 Q&A Panel: Enabling the Front Lines Perspective Darin Phillips, Director, Customer Experience, Bayview and Experience and the Difference between Care Financial and Service In today’s business environment, the customer’s positive experience 5:15 Close of Conference from your employees can be the key difference that determines their loyalty. This is particularly important at the telephony platform 5
  6. 6. About Our Sponsors Sword Ciboodle customer interaction software helps improve the way large organizations interact with their customers, driving down the overall cost to serve whilst enhancing the customer experience. Recently recognized by Forrester as the global leader in process-centric customer service solutions, Sword Ciboodle was also commended for expediting time to market by being the only vendor to score full marks in 'time-to-value' in CRM implementations. Clients that are already experiencing the tangible benefits of Sword Ciboodle, in a matter of days rather than years, include Standard Bank, Sears and Vodafone. Website: CallMiner is the leader in advanced speech analytics providing business intelligence to enterprise organizations from recorded customer conversations. Eureka, the company's flagship product, is the only speech analytics solution that automatically and accurately discovers the content, context and purpose of an entire conversation and of every call, enabling companies to understand why customers call and how agents respond. With this knowledge, CallMiner customers are able to significantly improve customer service, enhance agent quality, increase sales and impact marketing effectiveness. Website: About Our Media Partners CRM Association represents the Customer Relationship Management (CRM) industry and all its constituents. CRM represents what is now becoming an organized body of knowledge and strategy to be reckoned with. The CRM Association aims at representing the industry as not just a purveyor of knowledge and information, but an action-oriented association that will protect and promote the interests of customer relationship management and its institutions and provide the members with the tools that it needs to enrich and improve that customer experience – be it the member’s direct customers or the customers of the members customers. 1to1 Media is dedicated to helping organizations realize the greatest value from their customer base. We provide resources that deliver relevant information on the latest thought leadership regarding customer strategy and marketplace trends. Led by 1to1 Magazine, our print, electronic and custom publications explore the best practices and trends from companies using customer initiatives to drive results. 1to1 Media is a division of Peppers & Rogers Group. COLLOQUY® comprises a collection of publishing, education and research resources devoted to the global loyalty-marketing industry. Owned by LoyaltyOne, COLLOQUY has served the loyalty-marketing industry since 1990 with over 30,000 global subscribers to its magazine and the most comprehensive loyalty web site in the world. COLLOQUY’s research division develops research studies and white papers including industry-specific reports, sizing studies and insights into the drivers of consumer behavior. COLLOQUY also provides educational services through workshops, webinars and speeches at events throughout the world and is the official loyalty-marketing partner of both the Direct Marketing Association and the Canadian Marketing Association and a content provider to the American Marketing Association. COLLOQUY also operates the COLLOQUY Network, a global consortium of practitioners certified in COLLOQUY’s proprietary methodology. Website: Customer Care Coach Website: The Customer Care Coach is self study leadership training in the "Art and Science of Exquisite Customer Care." Designed for customer service managers and small business owners, it's a step by step learning experience that engages manager and employees in the creation of a positive, customer caring culture. Grounded in the principles of Positive Psychology and created by JoAnna Brandi & Company, a 19 year customer loyalty business, it helps leaders create an engaged workforce that is conscious, competent and caring. About The Venue Trump International Beach Resort - Miami 18001 Collins Ave, Sunny Isles Beach, Florida 33160 Reservations Telephone: 1-800-340-9789 IQPC has a reduced sleeping room rate for participants of IQPC’s 2nd Customer Experience Summit. The group rate of $259 per night includes the resort fee and is available 3 days pre and post event (subject to availability). Please be sure to book before March 1, 2010 to secure this group rate. 6 | 1-800-882-8684
  7. 7. Registration Information Pricing Register by Register by Standard ALL ACCESS PACKAGES January 29, 2010 February 26, 2010 Price Conference Only $999 $1,599 $1,799 *Silver Package Includes access to Main Conference sessions for Silver Package* $1,099 $1,699 $1,899 Customer Experience Summit and LSS & Process Improvement for Customer Experience Summit Gold Package* $1,899 $2,499 $2,699 Platinum Package* $1,999 $2,599 $2,799 *Gold Package Workshops $549 each $549 each $549 each Includes access to Main Conference sessions for Customer Experience Summit and all workshops for Customer Experience Summit Please note multiple discounts cannot be combined. Details for making payment via EFT or wire *Platinum Package A $99 processing charge will be assessed to all transfer: Includes access to Main Conference sessions for registrations not accompanied by credit card payment JPMorgan Chase - Penton Learning Systems LLC dba Customer Experience Summit and LSS & Process at the time of registration. IQPC: 957-097239 ABA/Routing #: 021000021 Improvement for Customer Experience Summit and all Reference: Please include the name of the workshops for Customer Experience Summit MAKE CHECKS PAYABLE IN U.S. DOLLARS TO: IQPC attendee(s) and the event number: 16954.002 * CT residents or people employed in the state of CT Payment Policy: Payment is due in full at the time must add 6% sales tax. of registration and includes lunches and refreshment. Your registration will not be confirmed About the Organizer Team Discounts: For information on team discounts, until payment is received and may be subject to please contact IQPC Customer Service at 1-800-882- cancellation. 8684. Only one discount may be applied per registrant. For IQPC’s Cancellation, Postponement and Customer Management IQ, a division of Special Discounts Available: A limited number of Substitution Policy, please visit IQPC, is your networking resource and is discounts are available for the non-profit sector, designed to help you with the challenges you government organizations and academia. For more face everyday through our leading customer information, please contact Customer Service at ©2010 IQPC. All Rights Reserved. The format, 1-800-882-8684. management conferences, training courses, design, content and arrangement of this brochure constitute a trademark of IQPC. Unauthorized email newsletter and webinars. These Special Dietary Needs: If you have a dietary reproduction will be actionable under the Lanham products are designed to create a learning restriction, please contact Customer Service at Act and common law principles. atmosphere like no other by bringing 1-800-882-8684 to discuss your specific needs. together top customer management experts that share their knowledge and experience with our members. With companies more in tune with the multitude of touch points and channels being utilized to interact with their customers, it’s imperative all associated processes are working Bring Your LSS Colleagues as effectively and efficiently as possible. LSS & Process Improvement for Customer Experience will give you the tools to: 2nd Customer Experience Summit is • Maximize the effectiveness of VOC methodologies to improve customer-related processes co-located with: • Increase business value by incorporating customer feedback into newly developed products and services • Gain competitive advantage by leveraging customer Increasing Customer Satisfaction feedback data and Retention by Identifying New Trends in Customer Behavior and Topics to be covered include: Developing and Applying Next-in- • The Great Debate – examine the pros and cons of LSS value Class Metrics and Measurements for customer management • Process improvement strategies that enhance the customer experience Trump International March 22-24, 2010 Beach Resort, Miami, FL • Maximizing results of customer feedback analysis • Value stream mapping through the eyes of the customer • Driving change in service delivery processes through data application 7
  8. 8. International Quality & Productivity Center REGISTRATION CARD 535 5th Avenue, 8th Floor New York, NY 10017 YES! Please register me for ❑ Conference Only ❑ Workshop(s) Only ❑ Silver Package Choose Your Workshop(s) ❑ Gold Package ❑ Platinum Package ❑A ❑B ❑C See Page 7 for pricing details. Your customer registration code is: When registering, please provide the code above. Name__________________________________ Job Title ________________________ Organization____________________________________________________________ Approving Manager______________________________________________________ Address________________________________________________________________ City__________________________________State______________Zip____________ Phone________________________________Fax_______________________________ E-mail__________________________________________________________________ 5 EASY WAYS TO REGISTER: ❑ Please keep me informed via email about this and other related events. 1 Web: ❑ Check enclosed for $_________ (Payable to IQPC) 2 Call: 1-800-882-8684 ❑ Charge my __Amex __Visa __Mastercard __Diners Club 3 Email: Card #__________________________________Exp. Date___/___ CVM code ______ 4 Fax: 1-646-378-6025 Details for making payment via EFT or wire transfer can be found on 5 Mail: IQPC preceding page. 535 5th Avenue, 8th Floor, ❑ I cannot attend, but please keep me informed of all future events. 16954.002/D/SC New York, NY 10017 Register Now! Save $800 if you register by Jan. 29, 2010 See page 7 for details. March 22-24, 2010 Improving Customer Experience Trump International and Streamlining Costs through Beach Resort – Miami, FL Blended Channel Outreach Co-located with Sponsors: LSS & Process Improvement for Customer Experience! See page 7 for more information. | 1-800-882-8684