This document discusses architecting the customer experience. It describes understanding the customer journey from awareness to regular use across multiple channels. It emphasizes designing experiences around customer needs at each stage while ensuring business capabilities are in place to deliver seamless experiences across channels. The document also discusses using customer experience architecture to scale experiences and drive business objectives like reducing service requests and preventing common issues.
Home Run Distribution provides door-to-door advertising distribution services directly to consumers' homes, guaranteeing exposure, and allowing businesses to lock out competitors within exclusive territories; they print over 70 million hangers annually with a dedicated adult crew ensuring visual audits of every route; the document provides testimonials from satisfied clients that saw increased sales, memberships, and better results than other advertising methods.
This document provides information about the Master Class for Mature Call Centers event taking place June 14-18, 2009 in Las Vegas, NV. It highlights featured speakers, conference tracks on people, technology and cost management, opportunities to tour leading call centers like Zappos.com and Williams-Sonoma, and applications for the Call Center Excellence Awards. Early bird registration and all-access passes that provide access to all conference activities are available.
This document provides information about the 6th Annual Corporate University Summit taking place May 19-21, 2009 at the Hyatt Regency McCormick Place in Chicago, Illinois. The summit will feature speakers from various corporate universities and cover topics related to driving innovation through learning and development. Pre-conference workshops and breakout sessions during the main conference will focus on topics such as launching a corporate university, developing global leadership, and improving talent management strategies.
2024 State of Marketing Report – by HubspotMarius Sescu
https://www.hubspot.com/state-of-marketing
· Scaling relationships and proving ROI
· Social media is the place for search, sales, and service
· Authentic influencer partnerships fuel brand growth
· The strongest connections happen via call, click, chat, and camera.
· Time saved with AI leads to more creative work
· Seeking: A single source of truth
· TLDR; Get on social, try AI, and align your systems.
· More human marketing, powered by robots
ChatGPT is a revolutionary addition to the world since its introduction in 2022. A big shift in the sector of information gathering and processing happened because of this chatbot. What is the story of ChatGPT? How is the bot responding to prompts and generating contents? Swipe through these slides prepared by Expeed Software, a web development company regarding the development and technical intricacies of ChatGPT!
Product Design Trends in 2024 | Teenage EngineeringsPixeldarts
The realm of product design is a constantly changing environment where technology and style intersect. Every year introduces fresh challenges and exciting trends that mold the future of this captivating art form. In this piece, we delve into the significant trends set to influence the look and functionality of product design in the year 2024.
This document discusses architecting the customer experience. It describes understanding the customer journey from awareness to regular use across multiple channels. It emphasizes designing experiences around customer needs at each stage while ensuring business capabilities are in place to deliver seamless experiences across channels. The document also discusses using customer experience architecture to scale experiences and drive business objectives like reducing service requests and preventing common issues.
Home Run Distribution provides door-to-door advertising distribution services directly to consumers' homes, guaranteeing exposure, and allowing businesses to lock out competitors within exclusive territories; they print over 70 million hangers annually with a dedicated adult crew ensuring visual audits of every route; the document provides testimonials from satisfied clients that saw increased sales, memberships, and better results than other advertising methods.
This document provides information about the Master Class for Mature Call Centers event taking place June 14-18, 2009 in Las Vegas, NV. It highlights featured speakers, conference tracks on people, technology and cost management, opportunities to tour leading call centers like Zappos.com and Williams-Sonoma, and applications for the Call Center Excellence Awards. Early bird registration and all-access passes that provide access to all conference activities are available.
This document provides information about the 6th Annual Corporate University Summit taking place May 19-21, 2009 at the Hyatt Regency McCormick Place in Chicago, Illinois. The summit will feature speakers from various corporate universities and cover topics related to driving innovation through learning and development. Pre-conference workshops and breakout sessions during the main conference will focus on topics such as launching a corporate university, developing global leadership, and improving talent management strategies.
2024 State of Marketing Report – by HubspotMarius Sescu
https://www.hubspot.com/state-of-marketing
· Scaling relationships and proving ROI
· Social media is the place for search, sales, and service
· Authentic influencer partnerships fuel brand growth
· The strongest connections happen via call, click, chat, and camera.
· Time saved with AI leads to more creative work
· Seeking: A single source of truth
· TLDR; Get on social, try AI, and align your systems.
· More human marketing, powered by robots
ChatGPT is a revolutionary addition to the world since its introduction in 2022. A big shift in the sector of information gathering and processing happened because of this chatbot. What is the story of ChatGPT? How is the bot responding to prompts and generating contents? Swipe through these slides prepared by Expeed Software, a web development company regarding the development and technical intricacies of ChatGPT!
Product Design Trends in 2024 | Teenage EngineeringsPixeldarts
The realm of product design is a constantly changing environment where technology and style intersect. Every year introduces fresh challenges and exciting trends that mold the future of this captivating art form. In this piece, we delve into the significant trends set to influence the look and functionality of product design in the year 2024.
How are Lilac French Bulldogs Beauty Charming the World and Capturing Hearts....Lacey Max
“After being the most listed dog breed in the United States for 31
years in a row, the Labrador Retriever has dropped to second place
in the American Kennel Club's annual survey of the country's most
popular canines. The French Bulldog is the new top dog in the
United States as of 2022. The stylish puppy has ascended the
rankings in rapid time despite having health concerns and limited
color choices.”
The APCO Geopolitical Radar - Q3 2024 The Global Operating Environment for Bu...APCO
The Radar reflects input from APCO’s teams located around the world. It distils a host of interconnected events and trends into insights to inform operational and strategic decisions. Issues covered in this edition include:
The Genesis of BriansClub.cm Famous Dark WEb PlatformSabaaSudozai
BriansClub.cm, a famous platform on the dark web, has become one of the most infamous carding marketplaces, specializing in the sale of stolen credit card data.
The Most Inspiring Entrepreneurs to Follow in 2024.pdfthesiliconleaders
In a world where the potential of youth innovation remains vastly untouched, there emerges a guiding light in the form of Norm Goldstein, the Founder and CEO of EduNetwork Partners. His dedication to this cause has earned him recognition as a Congressional Leadership Award recipient.
Brian Fitzsimmons on the Business Strategy and Content Flywheel of Barstool S...Neil Horowitz
On episode 272 of the Digital and Social Media Sports Podcast, Neil chatted with Brian Fitzsimmons, Director of Licensing and Business Development for Barstool Sports.
What follows is a collection of snippets from the podcast. To hear the full interview and more, check out the podcast on all podcast platforms and at www.dsmsports.net
Navigating the world of forex trading can be challenging, especially for beginners. To help you make an informed decision, we have comprehensively compared the best forex brokers in India for 2024. This article, reviewed by Top Forex Brokers Review, will cover featured award winners, the best forex brokers, featured offers, the best copy trading platforms, the best forex brokers for beginners, the best MetaTrader brokers, and recently updated reviews. We will focus on FP Markets, Black Bull, EightCap, IC Markets, and Octa.
SATTA MATKA SATTA FAST RESULT KALYAN TOP MATKA RESULT KALYAN SATTA MATKA FAST RESULT MILAN RATAN RAJDHANI MAIN BAZAR MATKA FAST TIPS RESULT MATKA CHART JODI CHART PANEL CHART FREE FIX GAME SATTAMATKA ! MATKA MOBI SATTA 143 spboss.in TOP NO1 RESULT FULL RATE MATKA ONLINE GAME PLAY BY APP SPBOSS
Industrial Tech SW: Category Renewal and CreationChristian Dahlen
Every industrial revolution has created a new set of categories and a new set of players.
Multiple new technologies have emerged, but Samsara and C3.ai are only two companies which have gone public so far.
Manufacturing startups constitute the largest pipeline share of unicorns and IPO candidates in the SF Bay Area, and software startups dominate in Germany.
Top 10 Free Accounting and Bookkeeping Apps for Small BusinessesYourLegal Accounting
Maintaining a proper record of your money is important for any business whether it is small or large. It helps you stay one step ahead in the financial race and be aware of your earnings and any tax obligations.
However, managing finances without an entire accounting staff can be challenging for small businesses.
Accounting apps can help with that! They resemble your private money manager.
They organize all of your transactions automatically as soon as you link them to your corporate bank account. Additionally, they are compatible with your phone, allowing you to monitor your finances from anywhere. Cool, right?
Thus, we’ll be looking at several fantastic accounting apps in this blog that will help you develop your business and save time.
[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
This PowerPoint compilation offers a comprehensive overview of 20 leading innovation management frameworks and methodologies, selected for their broad applicability across various industries and organizational contexts. These frameworks are valuable resources for a wide range of users, including business professionals, educators, and consultants.
Each framework is presented with visually engaging diagrams and templates, ensuring the content is both informative and appealing. While this compilation is thorough, please note that the slides are intended as supplementary resources and may not be sufficient for standalone instructional purposes.
This compilation is ideal for anyone looking to enhance their understanding of innovation management and drive meaningful change within their organization. Whether you aim to improve product development processes, enhance customer experiences, or drive digital transformation, these frameworks offer valuable insights and tools to help you achieve your goals.
INCLUDED FRAMEWORKS/MODELS:
1. Stanford’s Design Thinking
2. IDEO’s Human-Centered Design
3. Strategyzer’s Business Model Innovation
4. Lean Startup Methodology
5. Agile Innovation Framework
6. Doblin’s Ten Types of Innovation
7. McKinsey’s Three Horizons of Growth
8. Customer Journey Map
9. Christensen’s Disruptive Innovation Theory
10. Blue Ocean Strategy
11. Strategyn’s Jobs-To-Be-Done (JTBD) Framework with Job Map
12. Design Sprint Framework
13. The Double Diamond
14. Lean Six Sigma DMAIC
15. TRIZ Problem-Solving Framework
16. Edward de Bono’s Six Thinking Hats
17. Stage-Gate Model
18. Toyota’s Six Steps of Kaizen
19. Microsoft’s Digital Transformation Framework
20. Design for Six Sigma (DFSS)
To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations
Storytelling is an incredibly valuable tool to share data and information. To get the most impact from stories there are a number of key ingredients. These are based on science and human nature. Using these elements in a story you can deliver information impactfully, ensure action and drive change.
[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
This presentation is a curated compilation of PowerPoint diagrams and templates designed to illustrate 20 different digital transformation frameworks and models. These frameworks are based on recent industry trends and best practices, ensuring that the content remains relevant and up-to-date.
Key highlights include Microsoft's Digital Transformation Framework, which focuses on driving innovation and efficiency, and McKinsey's Ten Guiding Principles, which provide strategic insights for successful digital transformation. Additionally, Forrester's framework emphasizes enhancing customer experiences and modernizing IT infrastructure, while IDC's MaturityScape helps assess and develop organizational digital maturity. MIT's framework explores cutting-edge strategies for achieving digital success.
These materials are perfect for enhancing your business or classroom presentations, offering visual aids to supplement your insights. Please note that while comprehensive, these slides are intended as supplementary resources and may not be complete for standalone instructional purposes.
Frameworks/Models included:
Microsoft’s Digital Transformation Framework
McKinsey’s Ten Guiding Principles of Digital Transformation
Forrester’s Digital Transformation Framework
IDC’s Digital Transformation MaturityScape
MIT’s Digital Transformation Framework
Gartner’s Digital Transformation Framework
Accenture’s Digital Strategy & Enterprise Frameworks
Deloitte’s Digital Industrial Transformation Framework
Capgemini’s Digital Transformation Framework
PwC’s Digital Transformation Framework
Cisco’s Digital Transformation Framework
Cognizant’s Digital Transformation Framework
DXC Technology’s Digital Transformation Framework
The BCG Strategy Palette
McKinsey’s Digital Transformation Framework
Digital Transformation Compass
Four Levels of Digital Maturity
Design Thinking Framework
Business Model Canvas
Customer Journey Map
How Race, Age and Gender Shape Attitudes Towards Mental HealthThinkNow
Mental health has been in the news quite a bit lately. Dozens of U.S. states are currently suing Meta for contributing to the youth mental health crisis by inserting addictive features into their products, while the U.S. Surgeon General is touring the nation to bring awareness to the growing epidemic of loneliness and isolation. The country has endured periods of low national morale, such as in the 1970s when high inflation and the energy crisis worsened public sentiment following the Vietnam War. The current mood, however, feels different. Gallup recently reported that national mental health is at an all-time low, with few bright spots to lift spirits.
To better understand how Americans are feeling and their attitudes towards mental health in general, ThinkNow conducted a nationally representative quantitative survey of 1,500 respondents and found some interesting differences among ethnic, age and gender groups.
Technology
For example, 52% agree that technology and social media have a negative impact on mental health, but when broken out by race, 61% of Whites felt technology had a negative effect, and only 48% of Hispanics thought it did.
While technology has helped us keep in touch with friends and family in faraway places, it appears to have degraded our ability to connect in person. Staying connected online is a double-edged sword since the same news feed that brings us pictures of the grandkids and fluffy kittens also feeds us news about the wars in Israel and Ukraine, the dysfunction in Washington, the latest mass shooting and the climate crisis.
Hispanics may have a built-in defense against the isolation technology breeds, owing to their large, multigenerational households, strong social support systems, and tendency to use social media to stay connected with relatives abroad.
Age and Gender
When asked how individuals rate their mental health, men rate it higher than women by 11 percentage points, and Baby Boomers rank it highest at 83%, saying it’s good or excellent vs. 57% of Gen Z saying the same.
Gen Z spends the most amount of time on social media, so the notion that social media negatively affects mental health appears to be correlated. Unfortunately, Gen Z is also the generation that’s least comfortable discussing mental health concerns with healthcare professionals. Only 40% of them state they’re comfortable discussing their issues with a professional compared to 60% of Millennials and 65% of Boomers.
Race Affects Attitudes
As seen in previous research conducted by ThinkNow, Asian Americans lag other groups when it comes to awareness of mental health issues. Twenty-four percent of Asian Americans believe that having a mental health issue is a sign of weakness compared to the 16% average for all groups. Asians are also considerably less likely to be aware of mental health services in their communities (42% vs. 55%) and most likely to seek out information on social media (51% vs. 35%).
AI Trends in Creative Operations 2024 by Artwork Flow.pdfmarketingartwork
Creative operations teams expect increased AI use in 2024. Currently, over half of tasks are not AI-enabled, but this is expected to decrease in the coming year. ChatGPT is the most popular AI tool currently. Business leaders are more actively exploring AI benefits than individual contributors. Most respondents do not believe AI will impact workforce size in 2024. However, some inhibitions still exist around AI accuracy and lack of understanding. Creatives primarily want to use AI to save time on mundane tasks and boost productivity.
How are Lilac French Bulldogs Beauty Charming the World and Capturing Hearts....Lacey Max
“After being the most listed dog breed in the United States for 31
years in a row, the Labrador Retriever has dropped to second place
in the American Kennel Club's annual survey of the country's most
popular canines. The French Bulldog is the new top dog in the
United States as of 2022. The stylish puppy has ascended the
rankings in rapid time despite having health concerns and limited
color choices.”
The APCO Geopolitical Radar - Q3 2024 The Global Operating Environment for Bu...APCO
The Radar reflects input from APCO’s teams located around the world. It distils a host of interconnected events and trends into insights to inform operational and strategic decisions. Issues covered in this edition include:
The Genesis of BriansClub.cm Famous Dark WEb PlatformSabaaSudozai
BriansClub.cm, a famous platform on the dark web, has become one of the most infamous carding marketplaces, specializing in the sale of stolen credit card data.
The Most Inspiring Entrepreneurs to Follow in 2024.pdfthesiliconleaders
In a world where the potential of youth innovation remains vastly untouched, there emerges a guiding light in the form of Norm Goldstein, the Founder and CEO of EduNetwork Partners. His dedication to this cause has earned him recognition as a Congressional Leadership Award recipient.
Brian Fitzsimmons on the Business Strategy and Content Flywheel of Barstool S...Neil Horowitz
On episode 272 of the Digital and Social Media Sports Podcast, Neil chatted with Brian Fitzsimmons, Director of Licensing and Business Development for Barstool Sports.
What follows is a collection of snippets from the podcast. To hear the full interview and more, check out the podcast on all podcast platforms and at www.dsmsports.net
Navigating the world of forex trading can be challenging, especially for beginners. To help you make an informed decision, we have comprehensively compared the best forex brokers in India for 2024. This article, reviewed by Top Forex Brokers Review, will cover featured award winners, the best forex brokers, featured offers, the best copy trading platforms, the best forex brokers for beginners, the best MetaTrader brokers, and recently updated reviews. We will focus on FP Markets, Black Bull, EightCap, IC Markets, and Octa.
SATTA MATKA SATTA FAST RESULT KALYAN TOP MATKA RESULT KALYAN SATTA MATKA FAST RESULT MILAN RATAN RAJDHANI MAIN BAZAR MATKA FAST TIPS RESULT MATKA CHART JODI CHART PANEL CHART FREE FIX GAME SATTAMATKA ! MATKA MOBI SATTA 143 spboss.in TOP NO1 RESULT FULL RATE MATKA ONLINE GAME PLAY BY APP SPBOSS
Industrial Tech SW: Category Renewal and CreationChristian Dahlen
Every industrial revolution has created a new set of categories and a new set of players.
Multiple new technologies have emerged, but Samsara and C3.ai are only two companies which have gone public so far.
Manufacturing startups constitute the largest pipeline share of unicorns and IPO candidates in the SF Bay Area, and software startups dominate in Germany.
Top 10 Free Accounting and Bookkeeping Apps for Small BusinessesYourLegal Accounting
Maintaining a proper record of your money is important for any business whether it is small or large. It helps you stay one step ahead in the financial race and be aware of your earnings and any tax obligations.
However, managing finances without an entire accounting staff can be challenging for small businesses.
Accounting apps can help with that! They resemble your private money manager.
They organize all of your transactions automatically as soon as you link them to your corporate bank account. Additionally, they are compatible with your phone, allowing you to monitor your finances from anywhere. Cool, right?
Thus, we’ll be looking at several fantastic accounting apps in this blog that will help you develop your business and save time.
[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
This PowerPoint compilation offers a comprehensive overview of 20 leading innovation management frameworks and methodologies, selected for their broad applicability across various industries and organizational contexts. These frameworks are valuable resources for a wide range of users, including business professionals, educators, and consultants.
Each framework is presented with visually engaging diagrams and templates, ensuring the content is both informative and appealing. While this compilation is thorough, please note that the slides are intended as supplementary resources and may not be sufficient for standalone instructional purposes.
This compilation is ideal for anyone looking to enhance their understanding of innovation management and drive meaningful change within their organization. Whether you aim to improve product development processes, enhance customer experiences, or drive digital transformation, these frameworks offer valuable insights and tools to help you achieve your goals.
INCLUDED FRAMEWORKS/MODELS:
1. Stanford’s Design Thinking
2. IDEO’s Human-Centered Design
3. Strategyzer’s Business Model Innovation
4. Lean Startup Methodology
5. Agile Innovation Framework
6. Doblin’s Ten Types of Innovation
7. McKinsey’s Three Horizons of Growth
8. Customer Journey Map
9. Christensen’s Disruptive Innovation Theory
10. Blue Ocean Strategy
11. Strategyn’s Jobs-To-Be-Done (JTBD) Framework with Job Map
12. Design Sprint Framework
13. The Double Diamond
14. Lean Six Sigma DMAIC
15. TRIZ Problem-Solving Framework
16. Edward de Bono’s Six Thinking Hats
17. Stage-Gate Model
18. Toyota’s Six Steps of Kaizen
19. Microsoft’s Digital Transformation Framework
20. Design for Six Sigma (DFSS)
To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations
Storytelling is an incredibly valuable tool to share data and information. To get the most impact from stories there are a number of key ingredients. These are based on science and human nature. Using these elements in a story you can deliver information impactfully, ensure action and drive change.
[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
This presentation is a curated compilation of PowerPoint diagrams and templates designed to illustrate 20 different digital transformation frameworks and models. These frameworks are based on recent industry trends and best practices, ensuring that the content remains relevant and up-to-date.
Key highlights include Microsoft's Digital Transformation Framework, which focuses on driving innovation and efficiency, and McKinsey's Ten Guiding Principles, which provide strategic insights for successful digital transformation. Additionally, Forrester's framework emphasizes enhancing customer experiences and modernizing IT infrastructure, while IDC's MaturityScape helps assess and develop organizational digital maturity. MIT's framework explores cutting-edge strategies for achieving digital success.
These materials are perfect for enhancing your business or classroom presentations, offering visual aids to supplement your insights. Please note that while comprehensive, these slides are intended as supplementary resources and may not be complete for standalone instructional purposes.
Frameworks/Models included:
Microsoft’s Digital Transformation Framework
McKinsey’s Ten Guiding Principles of Digital Transformation
Forrester’s Digital Transformation Framework
IDC’s Digital Transformation MaturityScape
MIT’s Digital Transformation Framework
Gartner’s Digital Transformation Framework
Accenture’s Digital Strategy & Enterprise Frameworks
Deloitte’s Digital Industrial Transformation Framework
Capgemini’s Digital Transformation Framework
PwC’s Digital Transformation Framework
Cisco’s Digital Transformation Framework
Cognizant’s Digital Transformation Framework
DXC Technology’s Digital Transformation Framework
The BCG Strategy Palette
McKinsey’s Digital Transformation Framework
Digital Transformation Compass
Four Levels of Digital Maturity
Design Thinking Framework
Business Model Canvas
Customer Journey Map
How Race, Age and Gender Shape Attitudes Towards Mental HealthThinkNow
Mental health has been in the news quite a bit lately. Dozens of U.S. states are currently suing Meta for contributing to the youth mental health crisis by inserting addictive features into their products, while the U.S. Surgeon General is touring the nation to bring awareness to the growing epidemic of loneliness and isolation. The country has endured periods of low national morale, such as in the 1970s when high inflation and the energy crisis worsened public sentiment following the Vietnam War. The current mood, however, feels different. Gallup recently reported that national mental health is at an all-time low, with few bright spots to lift spirits.
To better understand how Americans are feeling and their attitudes towards mental health in general, ThinkNow conducted a nationally representative quantitative survey of 1,500 respondents and found some interesting differences among ethnic, age and gender groups.
Technology
For example, 52% agree that technology and social media have a negative impact on mental health, but when broken out by race, 61% of Whites felt technology had a negative effect, and only 48% of Hispanics thought it did.
While technology has helped us keep in touch with friends and family in faraway places, it appears to have degraded our ability to connect in person. Staying connected online is a double-edged sword since the same news feed that brings us pictures of the grandkids and fluffy kittens also feeds us news about the wars in Israel and Ukraine, the dysfunction in Washington, the latest mass shooting and the climate crisis.
Hispanics may have a built-in defense against the isolation technology breeds, owing to their large, multigenerational households, strong social support systems, and tendency to use social media to stay connected with relatives abroad.
Age and Gender
When asked how individuals rate their mental health, men rate it higher than women by 11 percentage points, and Baby Boomers rank it highest at 83%, saying it’s good or excellent vs. 57% of Gen Z saying the same.
Gen Z spends the most amount of time on social media, so the notion that social media negatively affects mental health appears to be correlated. Unfortunately, Gen Z is also the generation that’s least comfortable discussing mental health concerns with healthcare professionals. Only 40% of them state they’re comfortable discussing their issues with a professional compared to 60% of Millennials and 65% of Boomers.
Race Affects Attitudes
As seen in previous research conducted by ThinkNow, Asian Americans lag other groups when it comes to awareness of mental health issues. Twenty-four percent of Asian Americans believe that having a mental health issue is a sign of weakness compared to the 16% average for all groups. Asians are also considerably less likely to be aware of mental health services in their communities (42% vs. 55%) and most likely to seek out information on social media (51% vs. 35%).
AI Trends in Creative Operations 2024 by Artwork Flow.pdfmarketingartwork
Creative operations teams expect increased AI use in 2024. Currently, over half of tasks are not AI-enabled, but this is expected to decrease in the coming year. ChatGPT is the most popular AI tool currently. Business leaders are more actively exploring AI benefits than individual contributors. Most respondents do not believe AI will impact workforce size in 2024. However, some inhibitions still exist around AI accuracy and lack of understanding. Creatives primarily want to use AI to save time on mundane tasks and boost productivity.
Organizational culture includes values, norms, systems, symbols, language, assumptions, beliefs, and habits that influence employee behaviors and how people interpret those behaviors. It is important because culture can help or hinder a company's success. Some key aspects of Netflix's culture that help it achieve results include hiring smartly so every position has stars, focusing on attitude over just aptitude, and having a strict policy against peacocks, whiners, and jerks.
PEPSICO Presentation to CAGNY Conference Feb 2024Neil Kimberley
PepsiCo provided a safe harbor statement noting that any forward-looking statements are based on currently available information and are subject to risks and uncertainties. It also provided information on non-GAAP measures and directing readers to its website for disclosure and reconciliation. The document then discussed PepsiCo's business overview, including that it is a global beverage and convenient food company with iconic brands, $91 billion in net revenue in 2023, and nearly $14 billion in core operating profit. It operates through a divisional structure with a focus on local consumers.
Content Methodology: A Best Practices Report (Webinar)contently
This document provides an overview of content methodology best practices. It defines content methodology as establishing objectives, KPIs, and a culture of continuous learning and iteration. An effective methodology focuses on connecting with audiences, creating optimal content, and optimizing processes. It also discusses why a methodology is needed due to the competitive landscape, proliferation of channels, and opportunities for improvement. Components of an effective methodology include defining objectives and KPIs, audience analysis, identifying opportunities, and evaluating resources. The document concludes with recommendations around creating a content plan, testing and optimizing content over 90 days.
How to Prepare For a Successful Job Search for 2024Albert Qian
The document provides guidance on preparing a job search for 2024. It discusses the state of the job market, focusing on growth in AI and healthcare but also continued layoffs. It recommends figuring out what you want to do by researching interests and skills, then conducting informational interviews. The job search should involve building a personal brand on LinkedIn, actively applying to jobs, tailoring resumes and interviews, maintaining job hunting as a habit, and continuing self-improvement. Once hired, the document advises setting new goals and keeping skills and networking active in case of future opportunities.
A report by thenetworkone and Kurio.
The contributing experts and agencies are (in an alphabetical order): Sylwia Rytel, Social Media Supervisor, 180heartbeats + JUNG v MATT (PL), Sharlene Jenner, Vice President - Director of Engagement Strategy, Abelson Taylor (USA), Alex Casanovas, Digital Director, Atrevia (ES), Dora Beilin, Senior Social Strategist, Barrett Hoffher (USA), Min Seo, Campaign Director, Brand New Agency (KR), Deshé M. Gully, Associate Strategist, Day One Agency (USA), Francesca Trevisan, Strategist, Different (IT), Trevor Crossman, CX and Digital Transformation Director; Olivia Hussey, Strategic Planner; Simi Srinarula, Social Media Manager, The Hallway (AUS), James Hebbert, Managing Director, Hylink (CN / UK), Mundy Álvarez, Planning Director; Pedro Rojas, Social Media Manager; Pancho González, CCO, Inbrax (CH), Oana Oprea, Head of Digital Planning, Jam Session Agency (RO), Amy Bottrill, Social Account Director, Launch (UK), Gaby Arriaga, Founder, Leonardo1452 (MX), Shantesh S Row, Creative Director, Liwa (UAE), Rajesh Mehta, Chief Strategy Officer; Dhruv Gaur, Digital Planning Lead; Leonie Mergulhao, Account Supervisor - Social Media & PR, Medulla (IN), Aurelija Plioplytė, Head of Digital & Social, Not Perfect (LI), Daiana Khaidargaliyeva, Account Manager, Osaka Labs (UK / USA), Stefanie Söhnchen, Vice President Digital, PIABO Communications (DE), Elisabeth Winiartati, Managing Consultant, Head of Global Integrated Communications; Lydia Aprina, Account Manager, Integrated Marketing and Communications; Nita Prabowo, Account Manager, Integrated Marketing and Communications; Okhi, Web Developer, PNTR Group (ID), Kei Obusan, Insights Director; Daffi Ranandi, Insights Manager, Radarr (SG), Gautam Reghunath, Co-founder & CEO, Talented (IN), Donagh Humphreys, Head of Social and Digital Innovation, THINKHOUSE (IRE), Sarah Yim, Strategy Director, Zulu Alpha Kilo (CA).
Trends In Paid Search: Navigating The Digital Landscape In 2024Search Engine Journal
The search marketing landscape is evolving rapidly with new technologies, and professionals, like you, rely on innovative paid search strategies to meet changing demands.
It’s important that you’re ready to implement new strategies in 2024.
Check this out and learn the top trends in paid search advertising that are expected to gain traction, so you can drive higher ROI more efficiently in 2024.
You’ll learn:
- The latest trends in AI and automation, and what this means for an evolving paid search ecosystem.
- New developments in privacy and data regulation.
- Emerging ad formats that are expected to make an impact next year.
Watch Sreekant Lanka from iQuanti and Irina Klein from OneMain Financial as they dive into the future of paid search and explore the trends, strategies, and technologies that will shape the search marketing landscape.
If you’re looking to assess your paid search strategy and design an industry-aligned plan for 2024, then this webinar is for you.
5 Public speaking tips from TED - Visualized summarySpeakerHub
From their humble beginnings in 1984, TED has grown into the world’s most powerful amplifier for speakers and thought-leaders to share their ideas. They have over 2,400 filmed talks (not including the 30,000+ TEDx videos) freely available online, and have hosted over 17,500 events around the world.
With over one billion views in a year, it’s no wonder that so many speakers are looking to TED for ideas on how to share their message more effectively.
The article “5 Public-Speaking Tips TED Gives Its Speakers”, by Carmine Gallo for Forbes, gives speakers five practical ways to connect with their audience, and effectively share their ideas on stage.
Whether you are gearing up to get on a TED stage yourself, or just want to master the skills that so many of their speakers possess, these tips and quotes from Chris Anderson, the TED Talks Curator, will encourage you to make the most impactful impression on your audience.
See the full article and more summaries like this on SpeakerHub here: https://speakerhub.com/blog/5-presentation-tips-ted-gives-its-speakers
See the original article on Forbes here:
http://www.forbes.com/forbes/welcome/?toURL=http://www.forbes.com/sites/carminegallo/2016/05/06/5-public-speaking-tips-ted-gives-its-speakers/&refURL=&referrer=#5c07a8221d9b
ChatGPT and the Future of Work - Clark Boyd Clark Boyd
Everyone is in agreement that ChatGPT (and other generative AI tools) will shape the future of work. Yet there is little consensus on exactly how, when, and to what extent this technology will change our world.
Businesses that extract maximum value from ChatGPT will use it as a collaborative tool for everything from brainstorming to technical maintenance.
For individuals, now is the time to pinpoint the skills the future professional will need to thrive in the AI age.
Check out this presentation to understand what ChatGPT is, how it will shape the future of work, and how you can prepare to take advantage.
The document provides career advice for getting into the tech field, including:
- Doing projects and internships in college to build a portfolio.
- Learning about different roles and technologies through industry research.
- Contributing to open source projects to build experience and network.
- Developing a personal brand through a website and social media presence.
- Networking through events, communities, and finding a mentor.
- Practicing interviews through mock interviews and whiteboarding coding questions.
Google's Just Not That Into You: Understanding Core Updates & Search IntentLily Ray
1. Core updates from Google periodically change how its algorithms assess and rank websites and pages. This can impact rankings through shifts in user intent, site quality issues being caught up to, world events influencing queries, and overhauls to search like the E-A-T framework.
2. There are many possible user intents beyond just transactional, navigational and informational. Identifying intent shifts is important during core updates. Sites may need to optimize for new intents through different content types and sections.
3. Responding effectively to core updates requires analyzing "before and after" data to understand changes, identifying new intents or page types, and ensuring content matches appropriate intents across video, images, knowledge graphs and more.
A brief introduction to DataScience with explaining of the concepts, algorithms, machine learning, supervised and unsupervised learning, clustering, statistics, data preprocessing, real-world applications etc.
It's part of a Data Science Corner Campaign where I will be discussing the fundamentals of DataScience, AIML, Statistics etc.
Time Management & Productivity - Best PracticesVit Horky
Here's my presentation on by proven best practices how to manage your work time effectively and how to improve your productivity. It includes practical tips and how to use tools such as Slack, Google Apps, Hubspot, Google Calendar, Gmail and others.
The six step guide to practical project managementMindGenius
The six step guide to practical project management
If you think managing projects is too difficult, think again.
We’ve stripped back project management processes to the
basics – to make it quicker and easier, without sacrificing
the vital ingredients for success.
“If you’re looking for some real-world guidance, then The Six Step Guide to Practical Project Management will help.”
Dr Andrew Makar, Tactical Project Management
Unlocking the Power of ChatGPT and AI in Testing - A Real-World Look, present...Applitools
During this webinar, Anand Bagmar demonstrates how AI tools such as ChatGPT can be applied to various stages of the software development life cycle (SDLC) using an eCommerce application case study. Find the on-demand recording and more info at https://applitools.info/b59
Key takeaways:
• Learn how to use ChatGPT to add AI power to your testing and test automation
• Understand the limitations of the technology and where human expertise is crucial
• Gain insight into different AI-based tools
• Adopt AI-based tools to stay relevant and optimize work for developers and testers
* ChatGPT and OpenAI belong to OpenAI, L.L.C.
The document discusses various AI tools from OpenAI like GPT-3 and DALL-E 2, as well as ChatGPT. It explores how search engines are using AI and things to consider around AI-generated content. Potential SEO uses of ChatGPT are also presented, such as generating content at scale, conducting topic research, and automating basic coding tasks. The document encourages further reading on using ChatGPT for SEO purposes.
1. Find out how AT&T, Cisco Systems and
Wachovia won 1to1 awards for proving the
presents the most important customer event of the year:
ROI of enhanced customer experiences (see p. 4)
March 30 - April 2, 2009
Hyatt Regency McCormick
Place • Chicago, Illinois
Improving Profitability and Value
through Customer Relationships,
Retention and Loyalty
Learn from the
following experience-
Featured Speakers leading organizations:
Larry Toscano David Cliche
1to1 Magazine, 1to1 Media
Manager of Extreme Customer VP Global Interactive Marketing
Satisfaction Aon Corporation ABB 2008 Fortune’s World’s Most Admired
Panasonic Fortune 500 Companies
Aon Risk Services Fortune 500
Dennis Bianchi John Cushman
Senior Vice President Vice President
Ascendone Corporation American
Horace Mann Insurance AT&T eSales & Service Psychological Association's Best Practices
Winner IQPC Call Center Week Ranked #9 Fortune Most Profitable Companies
Work/Balance Award 2008
Excellence Award 2008 2008
Best Buy Fortune 2008 America’s Most
Violette Jacobson Gordon Pullan Admired Companies, Fortune 100
Product Manager, International Director of Participant Information Call
Cisco Systems 2007 1to1 Customer
Product Development, United Center, MassMutual Retirement Services
Champion, 2008 Fortune’s Best Big
States Postal Service Winner IQPC Call Center Excellence Awards
Companies to Work for
2008 World’s Most Admired 2008, 2008 America’s Most Admired Companies
Companies (Fortune) Earthlink 2008 North American Customer
Value Award
Global Payments Inc. Forbes The 400
Don’t miss the event of the year dedicated to Best Big Companies
helping you: Hilton Hotels Chicago 2007’s UK Top
500 Business Superbrands
Defend and enhance the cost effectiveness of the customer experience during
■
the economic storm Metroplus Health Plan #1 Overall
Quality and Customer Satisfaction
Make every contact and touch point count
■
New York Life 2008 World’s Most
Align brand building with experience management to drive growth in loyalty,
■
Admired Companies
advocacy and profitability
Principal Financial Group 2008 Fund
Leverage VOC to prioritize improvements and eliminate unnecessary service
■
Operations Award Winner: Efficiency and
interactions
Streamlining
Drive innovation and product improvement from customer feedback and
■
insight Sugardaddy’s Sumptuous Sweeties®
Harness the power of the employee experience to improve the customer’s Tickets.com
■
experience
Wachovia 1to1 Magazine Customer
Leverage the customer experience lifecycle to sustain long term business
■
Champion
value and drive strategic planning
Sponsors:
Call Jason Ramrattan @416-597-4734 or jason.ramrattan@iqpc.com
2. March 30 - April 2, 2009
Hyatt Regency McCormick Place • Chicago, Illinois
Who Should Attend
the Customer
Experience Summit:
Dear Executive:
As Tina Waters, SVP Customer Service
It’s actually cheaper to deliver a Grea Operations at Comcast states “The
t Customer Experience than just a
good customer experience is defined by all
experience. This becomes doubly
important in tough economic time employees, not just customer service.”
s because a Great
Experience results in your custome
rs selling your product for you. (IQPC Customer Feedback keynote
September 2008). This conference will
The Great Customer Experience benefit all departments and functions in
is truly becoming a company’s
a company including VPs, Directors,
primary differentiator and com
petitive advantage. Managers and professionals in:
On the upside, research in ten indu Customer Engagement &
■
stries by TARP Worldwide demonst
rates that
customers with flawless experiences Experience
are 50% less price sensitive. Imag
ine your
customers 50% less price sensitive Customer Care & Client Services
■
!
Retention & Loyalty Programs
■
IQPC is pleased to present the Cus Call & Contact Centers
■
tomer Experience Summit on man
aging the end-to-
end customer relationship. This mus Customer Insight & Satisfaction
■
t-attend event will look at interact
ions between
an organization and their custome Consumer Affairs
■
rs, including physical performance
(product, price,
delivery, etc.) as well as the emotion E-commerce & Retail
al connection formed with the cust
■
omer. What
experience are you trying to deliver? Marketing
What experience are you actually ■
delivering?
What experience do your clients wan Public Relations & Corporate
t on a conscious and unconscious ■
level - - and on
a rational and emotional level? This Communications
event will help you identify and brid
ge the gaps. Web Site Design & IT
■
This conference will give you spec Financial Analysis & Reporting
ific tools to accomplishing more with ■
fewer
resources, leveraging insights draw Operations & Planning
n from the voice of the customer, ■
and generate a
higher level of customer satisfaction
and loyalty.
The Customer
We guarantee that you’ll return
with at least three cost-cutting
/experience
Experience Advisory
enhancing ideas that you can imp
lement immediately.
Board
At the Customer Experience Summit,
senior level practitioners will provide
real world
insight on what it takes to achieve The following executives were
a world-class customer experience
with measurable
bottom line results. Don’t miss this instrumental in developing a program
opportunity to learn from Custom
er Experience that will help you achieve outstanding
thought leaders and find solution
s to your challenges! customer experiences. Customer IQ
thanks them for their time and insights!
Sign up today to reserve your spot
at this eye-opening and exciting even Elaine Daly, Marketing Programs
t! I look
forward to receiving your registrat
ion. Manager, CDC Software
Jamie Lee, 2nd VP, Aflac
Sincerely,
l
P.S. - Save substantia Dan Womack, Manager of Market
Research, Aflac
y.
$$$ by registering earl Sheri Stewart, CRM Projects and Reports,
See page 7 for details!
Assurant
Philliip Bennet, EVP Signature Services,
Lisa Schulman
OptionsXpress
Sector Manager and Director of
Product Development
David Phillips, Senior Director of
The International Quality & Prod
uctivity Center Customer Service, COSE
Lisa.Schulman@iqpc.com
Allison Byers, Senior Consultant, The
Brookeside Group
Amina Hussain, Consultant, The
Brookeside Group
Janice Bell, Director, Customer Service
Writing Team: Department, LifeWay Church
Resources
John Goodman, Vice Chairman, TARP Mila D’Antonio, Managing Editor, 1to1 Magazine,
Worldwide 1to1 Media Suk Lee Winsor, Director of Market
Research, LifeWay Church Resources
D. Randall Brandt, Ph.D., Maritz Research Allison Byers, Senior Consultant, The Brookeside
Group Karen Clay, Consultant, Ryla Inc.
2 Register Today! Call Jason Ramrattan @ 416-597-4734 or jason.ramrattan@iqpc.com
3. PRE-CONFERENCE WORKSHOPS
DA Y
1 Monday, March 30, 2009
Workshops are hands-on working groups where you will learn how to develop and employ successful strategies for improving your organization’s customer
experience. Purchase individual workshops or purchase a Workshop Pass to attend all six pre- and post-conference workshops.
A 8:00 am - 11:00 am (Coffee will be served), Registration at 7:45 am
Key Account Planning – How to Turn Clients Into Loyal Partners
What if you knew that your best customer was about to walk out the WHAT YOU WILL LEARN:
door…and never come back? Your key accounts are the lifeblood of Workshop participants leave our Key Account Planning thinking and
your business. You’ve heard of the 80/20 rule? In most cases the top behaving differently. In this hands-on, interactive workshop, you will acquire
20% of your clients will account for 80% of your revenue. Successful uniquely successful communication skills and strategies that help you to:
organizations focus a large proportion of their attention and resources Define a successful Key Account relationship
■
on keeping these clients happy. In this Key Account Planning Workshop, Create a Key Account vision, translate that into Key Account
■
we go beyond “happy” and teach you the fundamentals of how to objectives, and convert those into Key Account strategies
build unbreakable relationships and turn clients into Loyal strategic Build team and individualized Key Account action plans that include:
■
partners. The goal of the workshop is to turn you into a steward for the - A key contact list (decision makers, blockers, influencers, and
most important part of your business: your key accounts. implementers) that is prioritized around ROI
“As a manager in a Fortune 500 company, I’ve been exposed to a - Key contact strategies
number of key account management techniques. Brookeside’s is one of - Individual action commitments
the most thorough and effective I’ve ever come across.” Monitor and manage individual and team implementation
■
Develop new ways of understanding large account dynamics
■
Presenter:
Thomas M. Cates, Founder & President, THE BROOKESIDE GROUP, INC.
B 11:15 am - 2:15 pm (Luncheon will be provided), Registration at 11:00 am
Measurably Improving Contact Center Cost Effectiveness: Enhancing Self Service, Contact
Prevention and First Call Resolution
Up to 30% of your contact workload is preventable via proactive Enhance first call resolution via flexible response spaces which allow
■
education and enhanced education on self service. Further, first call the CSR to “break the rules for good customers, without breaking the
resolution can be increased by up to 15% if you allow your front line to rules”
use a flexible response rule for the top five issues. The payoff is not only Identify opportunities to foster positive word of mouth via “cheap
■
lower cost but higher customer satisfaction, loyalty and word of mouth. delighters”
It is actually cheaper to give great service than just good service. Lower costs via improved new customer welcome and education using
■
their preferred channel
This workshop will help you understand the causes of customer
Quantify the impact of the above initiatives in a manner the CFO will
■
problems in a way that highlights those that can be easily avoided or
accept using principals of service impact on word of mouth, loyalty
handled via self service. Further, the analysis will allow you to justify
and risk reduction.
investments in customer education and enhanced self service in a
manner the CFO will accept. Mr. Goodman will draw upon case studies form the financial services,
retail, technology, chemicals, non-profit, health care and pharmaceutical
LEARN HOW TO:
industries.
Identify causes of customer contact that can be prevented via customer
■
education Presenter:
Select the top three opportunities to eliminate service contacts via John Goodman, Vice Chairman of TARP WORLDWIDE and
■
“Psychic Pizza” delivering before your customer knows he needs it author of Strategic Customer Service published by the American
Enhance utilization of self service via the principal that, “You can’t just Management Association
■
lead the horse to water, you must give him the first sip”
C 2:30 pm - 5:30 pm Registration at 2:15 pm
The B2B Voice of Customer Landscape
WHAT YOU WILL LEARN: This interactive workshop will cover:
VOC and customer experience have many incarnations and definitions in Best practices and case studies for each element;
■
the industry today. This workshop will present the 10 Core Elements of Sample reports; templates; and methodology for each;
■
the B2B VOC Landscape: the 5 Strategic and 5 Tactical VOC techniques Score your current company VOC-to-Customer Experience linkage, and
■
you need to know, and proven to deliver credible; actionable; and create a tailored strategy for your company.
economically rationalized customer insight.
Presenter:
Nedra Sadorf, COO, HUNTER BUSINESS GROUP, LLC
Sponsors: 3
4. MAIN CONFERENCE
DA Y
2 Tuesday, March 31, 2009
Registration and Coffee Panel Session: Award Winners Proving the ROI of
7:30 10:30
Enhanced Customer Experiences
Chairperson’s Opening Remarks
8:00 Are you a customer-centric leader who understands that engaged customers
make a positive bottom-line impact? If so, this keynote session is for you.
Keynote
Relationship Marketing: Client Retention
8:15 Mila D’Antonio, managing editor of 1to1 Magazine, will moderate a panel
and Loyalty as The New Sales Strategy of Today of its 1to1 Customer Champions and Impact winners.
Tom Cates will discuss the fundamentals of business relationships, including: Moderator: Mila D’Antonio, Managing Editor, 1TO1 MAGAZINE, 1TO1 MEDIA
Popular theories underlying relationship management strategies and the
■
Panelists:
effects they can have on an organization’s growth and sustainability in
John Cushman, Vice President, AT&T ESALES & SERVICE
comparison to typical sales and marketing strategies
Daniel Thorpe, Former Senior Vice President, WACHOVIA
The critical difference between client satisfaction and client loyalty
■
Kirby Drysen, Senior Director, Customer Listening, CISCO SYSTEMS, INC.
Using client retention and loyalty as a marketing strategy for growth and
■
brand promotion Keynote The Profitability of Connecting the
11:15
Thomas M. Cates, Founder & President, THE BROOKESIDE GROUP, INC.
Customer and Employee Experience
What is the connection between creating an environment of employee
Keynote The Bottom Line Impact of Customer Centricity
9:00
empowerment and setting the foundation for driving superior customer
Discover best practices in customer centricity and find out the rationale and
experiences? This enlightening presentation will address the Pattern which
the process of how Horace Mann Insurance went from product focus to
Connects (Gregory Bateson) - the relationship between the employee and
customer centricity. In this case study you will discover:
customer experience for measurable results. Find out how to achieve the
How to quantify revenue associated with poor customer experiences
■
competitive edge of a sustainable mutually profitable employee and
Why it’s important to move from customer satisfaction, to customer advocacy
■
customer relationship.
How to act on customer experience to identify and save customers at risk
■
Violette Jacobson, Product Manager, International Product Development,
How to motivate, recognize & reward employees by tying compensation
■
UNITED STATES POSTAL SERVICE
to customer experience
Editorial Advisory Board, 1to1 Magazine
Dennis Bianchi, Senior Vice President, HORACE MANN INSURANCE
Winner: IQPC Call Center Excellence Award 2008
Luncheon For Delegates and Speakers
12:00
Networking Break and Vendor Showcase
9:45
Concurrent Sessions Begin: Choose A or B
TRACK A TRACK B
Going From Good to Great Service While Saving Money: Making the Transition From Satisfying Customers to
1:00
Using the Voice Of The Customer to Drive Brand Aligned Gaining Their Loyalty and Advocacy
Service Providing the value customers expect while increasing their productivity leads to
Identify opportunities to eliminate service via “Psychic Pizza” delivering before long-term relationships. In this presentation, you will learn strategies for:
■
your customer knows he needs it Building complaint resolution process and transaction surveys into loyalty surveys
■
Enhance utilization of self service Converting loyal customers into strategic partners
■ ■
Enhance first call resolution via flexible response Partnering properly to exceed expectations and anticipate future needs
■ ■
John Goodman, Vice Chairman, TARP WORLDWIDE Developing customers into strong advocates for products and services
■
Bill McGovern, Director - NAM Customer Service
Business To
Center and Common Support Applications, ABB
Business Sessions
Customer Intelligence and Brand Monitoring Winner: Driving Strategy through CE
1:45
Don’t miss your chance to find out where customer intelligence and brand monitoring Find out why NCO Customer Management won IQPC’s 2008 Call Center
fits in at your company - from the analyst to the C-Suite. Find out how to: Excellence award for Best Performance Leveraging the Customer Experience as a
Leverage the VOC to move your business forward Strategic Business Driver
■
Drive customer listening systems across social media Securing new business and expanding current business through “word of
■ ■
Gain a competitive edge with customer driven innovation and closed loop mouth” and referrals
■
marketing Setting goals to drive continual improvement
■
Craig Bennan, President and CEO, ISLAND DATA and client (TBD) Reducing operating costs while maintaining or enhancing the quality of service
■
Scott Ross, Senior Vice President, Sales, NCO CUSTOMER MANAGEMENT, INC.
Jon Blum, Director of Sales Development, BEST BUY
Networking Break and Vendor Showcase
2:30
The Need of Customer Insight in Fostering Innovation NPS and Client Marketing: Creating A More
3:15
Personalized Customer Experience in the B2B Space
Organic growth is becoming more and more important during these economic
times, with innovation being a primary driver of growth. But Innovation must Aon uses individual as well as aggregate Net Promoter Score (NPS) results to help
be customer driven and based to be successful and this includes understanding tailor B2B marketing messages to clients. Personalizing marketing to meet audience
what Customer value in the enterprise. And Innovation is far broader than new needs has driven sustainable organic growth and greater profits. Find out how Aon:
product development, as service industries are realizing. In this presentation, Coordinates NPS and employs results globally
■
Business To
examples highlighting the relationships between customer insight, analytics and Funnels NPS information back to the sales team to
■
Business Sessions
innovation will be discussed and explored – all successfully driving strategy. help them personalize the client experience
Daniel Thorpe, Former Senior Vice President, WACHOVIA Focuses marketing campaigns on client feedback
■
1to1 Magazine Customer Champion (2007) Angela Sanders, Director, U.S. Marketing Operations, AON RISK SERVICES
Keynote Implementing Successful New Online Marketing Partnerships
4:00
Learn ways to drive additional revenue while enhancing the online customer experience. Strategic insights include:
Cultivating innovative partnerships that add value to customers and the bottom line
■
Leveraging mobile to provide a seamless customer experience
■
Integrating new opportunities across your organization
■
Measuring the success of your efforts
■
Sheri Fink, Online Marketing Manager, TICKETS.COM
Closing Keynote User Experience Program – Applying Customer Insights To Product Improvement Opportunities
4:45
Panasonic has deployed an initiative to listen to what users of its products are saying and doing, and leverage the insights into product improvement opportunities. The
benefits of the User Experience Program are vast, but many of the as a global manufacturing entity Panasonic is equally as complex.
How can customer insights about products be packaged for decision makers with a different perspective 10,000 miles away?
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What do customers really want?
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What is the real cost of service and value of quality? How do I measure it, prove it, and get people to listen?
■
I have user information and insights from my customers? What else is it good for?
■
How can Net Promoter be used?
■
Find out how Panasonic’s User Experience Program is reducing costs and “check OK” returns, while delighting product users with a better product experience.
Larry Toscano, Manager of Extreme Customer Satisfaction, PANASONIC
Cocktail Networking Reception
5:30 Sponsored by
4 Register Today! jCall Jason Ramrattan @ 416-597-4734 or jason.ramrattan@iqpc.com
5. MAIN CONFERENCE
DA Y
3 Wednesday, April 1, 2009
Registration and Coffee quot;appearance, taste, texture, and stylequot; not only distinguish Sugardaddy's
7:30
brownies from the competition but serve as the key tenants of the
Chairperson’s Opening Remarks Sugardaddy's brand and which permeate all aspects of Sugardaddy's business.
8:00
This presentation will help you differentiate yourselves from your
Keynote Key Tools Around Voice of the Customer competition by creating a recipe for a seamless, consistent brand and
8:15
And the Value of VOC customer experience resulting in word-of-mouth marketing, national
endorsements, and customers.
Find out how to connect and understand your customer to extend the life
Mark Ballard, Co-Founder and Co-CEO, SUGARDADDY’S SUMPTUOUS
of your customer and optimize the relationship.
SWEETIES®
Realize the power of online communities/social media – developing a
■
continuous online interaction with customers; conducing beta testing and
Networking Break and Vendor Showcase
9:45
understanding the customer experience
Understand the importance of a continuous feedback loop
■
Keynote Managing Multiple Customer Experiences
10:30
Employ Voice of the Customer and predictive analytics to drive focus and
■
for an Extended Customer Lifecycle
optimize the customer experience
Customer experiences at different touch points will provide unique
Screen customers for value and developing a customer value scorecard
■
challenges and opportunities. By learning how to understand the sum total
Calculate the high propensity for churning customers
■
of these experiences over a customer’s lifecycle, an organization gains the
Stuart Roesel, Director of the Customer Experience, Insights and Analytics,
ability to predict and plan strategies for customer retention, increased
EARTHLINK
revenue per customer, and customer advocacy.
Keynote The Sweet Smell of Success: How Branding, Learn how the customer experience lifecycle can become a key factor in an
9:00
Marketing, and Raving Fans Created the organization’s strategic planning process and new product innovation cycle
Sugardaddy's Sumptuous Sweeties® Sensation David Cliche, VP Global Interactive Marketing, AON CORPORATION
Learn how Sugardaddy's sells more than brownies, rather how Sugardaddy's
sells an overall brand experience. The presentation will focus on how
Concurrent Sessions Begin: Choose A or B
TRACK A TRACK B
Choosing the Right Metric, Interpreting it and Making it
Case Study: Why Great Employee Experience Equals
11:15
Actionable
Great Customer Experience
Organizations collect endless amounts of customer feedback and intelligence, but
This enlightening case study will provide an inside look at the company’s culture,
how do you know which data to focus on in order to drive change and make
leadership philosophy, mission statement and values and its impact on the
business improvements? Choosing the right metric is a start. During this panel
overall customer experience.
session, organizational leaders of customer advocacy will address:
This case study will show participants how to:
Why and how to choose your primary metric
Employ the “service profit chain” as the leadership’s guiding principle – ■
■
How to set a business-wide goal for your metric
matching service levels to customer needs ■
How to use the metric to drive action within your business
Live company values and base everyday decisions on the guiding values ■
■
Moderator: CustomerSat, a MarketTools Company
Create a degree of transparency for external and internal customers
■
Check www.customerexperiencesummit.com for panel members
Tracy Garner, Senior Manager, Service Operations, GLOBAL PAYMENTS INC.
2008 Call Center Excellence Awards Finalist
Luncheon for Delegates and Speakers
12:00
Beyond Voice: Improving E-Mail Workforce Performance
Gaining Valuable Customer Feedback and Using the Data
1:00
to Create Value Enterprise-Wide With organizations reaching out to their customers via more channels than ever
before, the role of workforce management is extending beyond voice interactions.
AscendOne’s customers are distressed consumers looking for a solution to
Participants will learn:
resolve debts spiraling out of their control. The company’s corporate
How to leverage WFM to improve e-mail workforce performance
management is dedicated directly to the customer experience as the key driver ■
The technology considerations involved in extending WFM systems beyond
of current and future growth. In this presentation, you will find out how ■
voice channels
AscendOne culls client feedback directly from daily interaction and positions
Metrics and key performance indicators that are critical to understanding e-
direct client responses as an embedded part of the process. ■
mail patterns
Andrew Donovan, Director of Customer Service Operations, ASCENDONE
How to use WFM insights gained to schedule staff appropriately, reduce e-
CORPORATION ■
mail response times and improve overall service
Applicant for IQPC Call Center Excellence Awards 2008
Tony Graczyk, Sr. Contact Center Workforce Management Analyst, PRINCIPAL
FINANCIAL GROUP
Networking Break and Vendor Showcase
1:45
Capturing Customer Satisfaction by Leveraging Quality
Case Study: Leveraging the Customer Experience as a
2:15
Disciplines
Strategic Business Driver
This session will explore best practices for capturing customer satisfaction and
Securing top management support of the customer experience and
■
will include a case study of how New York Life deploys it in their business
demonstrating how the customer experience can drive business initiatives
model.
Gaining valuable customer feedback and using the data to create value
■
Quality monitoring
enterprise-wide ■
Capturing the customer experience with after call survey
Achieving measurable results: increasing membership, growing at a consistent ■
■
Utilizing after call survey results
pace and setting up “retention unit” to ensure members stay enrolled ■
VOTC (voice of the customer) Model
Gail L. Smith, Chief Customer Officer, METROPLUS HEALTH PLAN ■
Lynn O’Neill, Assistant Vice President of Customer Experience, NEW YORK LIFE
Closing Keynote Transforming Your Call Center to Add More Experience Value to the Customer More Bottom Line
3:00
Value to the Company
This presentation will address how MassMutual Retirement Services recently transformed itself to become more of a profit center based on feedback and the needs of
callers in the marketplace.
Launching and growing a pilot program that started by adding $2 million in assets the first year and grew to adding $120 million in assets by year five
■
Listening to a client advisory council to gain insight on their service needs
■
Changing the internal mindset from being information providers to a consultative approach to service with the goal of assisting customers
■
Measuring the increase in revenue and satisfaction surveys to demonstrate your bottom line
■
Gordon Pullan, Director of Participant Information Call Center, MASSMUTUAL RETIREMENT SERVICES
IQPC Call Center Excellence Awards 2008
Winner: Best in Class Call Center (50-200) staff
Runner-Up: Best Performance Leveraging the Customer Experience as a Strategic Business Driver
Chairperson’s Closing Remarks
3:45
Sponsors: 5
6. POST-CONFERENCE WORKSHOPS
DA Y
4 Thursday, April 2, 2009
Don’t miss the final day of workshops!
D 8:00 am - 11:00 am (Coffee will be served), Registration at 7:45 am
Customer Experience and Brand Monitoring – Mapping Brand Promise to Customer
Intelligence and Monitoring the ROI
You can’t manage what you can’t measure. Few things are more difficult WHAT YOU WILL LEARN:
to measure than the perception of your brand in the market. It has Best practices for building customer listening into your organization
■
always been difficult, but with the Web 2.0 world of social media, it’s How to solicit capture, categorize, analyze and report quantitative data
■
even harder to manage a brand in the market when one person on a on your brand performance and customer perception
tiny blog can make an enormous impact on your brand perception. Leave with a customer listening plan that will allow you to proactively
■
Outside of all the new social media influence on your brand, many engage customers, track emerging conversations and turn that analysis
companies haven’t got a handle on the most immediate way into that into actionable insights
conversation – their own customer feedback channels. Drive product innovation, operational excellence, and customer loyalty.
■
Presenter:
Gam Dias, VP Product Management, ISLAND DATA
E 11:15 am - 2:15 pm (Luncheon will be served), Registration at 11:00 am
Putting the Voice of the Customer to Work
Most organizations realize the value of the Voice of the Customer (VOC) and - Which specific elements of the customer experience should be
work hard at capturing and utilizing this critical data source. Investments targeted and given highest priority for managerial action, and
made by organizations in capturing and leveraging the VOC have grown - What changes must be made in organizational policies, practices,
steadily from the early 1980’s to the present. Today, hundreds of operations, and business processes in order to improve the customer
organizations regularly conduct surveys, solicit comments and complaints, experience
and gather data from other VOC sources in order to identify and pursue WHAT YOU WILL LEARN:
opportunities to improve customer experiences and relationships. Dr. Brandt will show you how to:
So why do more than 75% of Fortune 1000 managers say their Make data from market research, inbound customer communications,
■
organizations are falling short when it comes to “putting the voice of and other VOC sources “work together” to furnish insights regarding
the customer to work?” (source: the 2007 Maritz VOC Practices and where to focus efforts to improve the customer experience
Challenges Survey) Make the voice of the customer more “relevant” to day-to-day
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management and operations by linking it to:
WHAT YOU WILL COVER:
- Financial and other business results metrics
In this workshop, we will:
- Internal operational and service metrics
Identify the issues and challenges that prevent most organizations from
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- Measures of employee experience and engagement
getting the most out of their efforts to capture and leverage the voice
of the customer You will see case illustrations from financial services, retail, IT/telecom,
Introduce and illustrate an Integrative VOC Process that enables an and hospitality sectors. You also will have a “hands-on” opportunity to
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organization to determine: develop a blueprint for implementing an Integrative VOC Process in your
- How a customer’s evaluation of his/her experience leads to customer organization.
decisions and behaviors that ultimately produce top-line revenue and Presenter:
other key business results D. Randall Brandt, Ph.D., Vice President, Customer Experience & Loyalty,
MARITZ RESEARCH
F 2:30 pm – 5:30 pm Registration at 2:15 pm
Interactive Workshop: Plan for Success – Engaging Customer Touchpoints to Enhance Quality
Experience
It’s an experiential workshop! Every business goes through the cycle of Expanding analytics and the ways that internal departments can realign
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selling, supporting, and serving their customer. Yet in the world of process for seamless support
Customer Service, we strive to synchronize each of our contact touchpoints Utilizing customer survey feedback for opportunities to segment and
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in Web sales, IVR speed to connect, live agent accountability, survey, and prioritize to remove barriers for a superior service experience
open networking to communicate with our clients. Our expert workshop Developing innovative approaches to engage customer loyalty as with
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leaders will share current research and lead this hands-on process to customer advisory boards, social media, and employee forums
showcase prominent Chicago hotels committed to hospitality; in Web, Building parallel scenarios of success from Hospitality, Retail, Manufacturing,
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reservations, front desk, convention/meetings, restaurants, spa, and other services by staying connected with Customer Experience
housekeeping, operators, bell station and other areas of service. By listening Interactive Activities to Take-away:
to your customer's experience and interacting across your enterprise, we will Know thy Customer – needs, wants, perceptions, readiness, segmentation
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build and qualify criteria for success to expand sales by brand recognition Align Internal Support – time, money, training, communication
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and provide excellent service for customer retention and loyalty. Measure Feedback for result-based improvement, creative innovations
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WHAT YOU WILL LEARN: Presenter:
Creating an end-to-end customer strategy that begins with an
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Dru Phelps, Value Partner, QIC
engaging and inviting front-end sales John Wells, General Manager, HILTON HOTELS CHICAGO
About the organizer: Conferences and Webinars Available:
Visit us at www.iqpc.com and see what other exciting and information-packed conferences and webinars are
being offered by the International Quality & Productivity Center.
Sponsorship & Exhibition Opportunities:
Customer Management IQ, a division of IQPC, is your Sponsorships and Exhibits are excellent opportunities for your company to showcase its products and services
networking resource and is designed to help you with the to high-level, targeted decision makers attending the conference. Customer Management IQ and the
challenges you face everyday through our leading Customer Experience Summit will help companies like yours achieve sales, marketing and branding
customer management conferences, training courses, objectives by setting aside a limited number of event sponsorships and exhibit spaces – all of which are
email newsletter and webinars. These products are custom-tailored to help your company create a platform to maximize its exposure at the event.
designed to create a learning atmosphere like no other by
bringing together top customer management experts that For more information on Sponsoring and Exhibiting at the Customer Experience Summit, please contact
share their knowledge and experience with our members. Thomas Boccard at 1-866-232-8660 or sponsorship@iqpc.com.
6
8. International Quality & Productivity Center
REGISTRATION CARD 535 5th Avenue, 8th Floor
New York, NY 10017
YES! Please register me for
❑ Conference Only
❑ Conference + 1 Workshop
❑ Conference + 2 Workshops
❑ Conference + 3 Workshops
❑ Conference + 4 Workshops
❑ Conference + 5 Workshops
❑ Conference + 6 Workshops
❑ Workshops Only
See Page 7 for pricing details.
Your customer registration code is:
When registering, please provide the code above.
Name__________________________________ Job Title ________________________
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❑ Please keep me informed via email about this and other related events.
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Details for making payment via EFT or wire transfer can be found on
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❑ I cannot attend, but please keep me informed of all future events.
16954.001/D/ALP
Find out how AT&T, Cisco Systems and
Wachovia won 1to1 awards for proving the
presents the most important customer event of the year:
ROI of enhanced customer experiences (see p. 4)
March 30 - April 2, 2009
Hyatt Regency McCormick
Place • Chicago, Illinois
Improving Profitability and Value through Customer
Relationships, Retention and Loyalty
Find out how to deliver greater value to customers
and derive greater value from customers!
Sponsors: