Rock Your World: 5 Things To Do Every Day to Rock Your Customer Service World
Tuesday, 8:30 AM – 10:00 AM
Success is no different from the elusive Holy Grail: many want it but don’t know where to find it or how to achieve it – or, more importantly, where to start. The beginning of any customer service success story is to set a strong foundation with habit, consistency, reliability, and creativity – every day. Armed with stories and photographs from her days as a top rock radio personality and as creator of TheSpaceStore.com, Dayna Steele takes you on a wild journey through customer service lessons learned from rock stars, astronauts, and more! In addition to being a wine drinker and golfer, Dayna is the creator of YourDailySuccessTip.com and the author of the 101 Ways to Rock Your World
Chief Tipster at YourDailySuccessTip, Speaker, & Author
On a stage speaking to and inspiring people since she was a teenager, Dayna Steele is the author of several books, including, 101 Ways to Rock Your World: Everyday Activities for Success Every Day,’ and ‘Rock to the Top: What I Learned about Success from the World’s Greatest Rock Stars. Dayna creates custom success strategies for individuals and companies with her Rock Star Principles of Success. Readers’ Digest magazine calls Dayna “one of the 35 people who inspire us,” AOL says she is “one of the foremost experts on career networking,” and Successful Meetings magazine calls her “a pep talk from the deejay booth.” Audiences consistently rate her as one of the best speakers they have ever seen.
Dayna is also the author of Your Daily Success Tip, a witty and informative piece of advice that is delivered directly to you every day. You can sign up here to start changing your life...one tip at a time.
Becoming a ‘Customer Company’: Connect With Your Customers In A Whole New Way
Tuesday, 12:45 PM – 1:15 PM
Tony Kavanagh, Steve Wickens
New technology forces have fundamentally changed the business landscape – cloud, social, mobile, big data, app ecosystems and more, and companies such as FICO are leveraging these technology revolutions to their advantage and putting the customer at the center of this transformation to outpace their competition. Learn how FICO is becoming a Customer Company and redefining customer service.
VP Service Cloud, Salesforce.com
Tony is a veteran of enterprise software. Prior to joining Salesforce.com, he headed up marketing for InQuira Inc., the market leader in Knowledge Management. He spent 11 years at Oracle, holding a variety of marketing leadership roles both in the US and EMEA, the final one being the VP Marketing for the UK Region. Along the way I founded a business in Barcelona and led marketing for the world's fastest growing private jet startup - XOJET.
Sr. Director – Product Services, FICO
Steve Wickens oversees FICO Product Services, comprising global Product Support and software fulfillment. He has held a variety of engineering and growing management positions at FICO, and directly launched new support operations in China and India. He is also currently helping build FICO’s support operation for the company’s new cloud-based generation of products.
Measure Right, Manage Forward, Make a Difference
Tuesday, 4:00 PM – 4:45 PM
To better understand their customer and the experiences they have with the company, business leaders need to evolve to Next Generation Customer Experience Analytics – a system of metrics that goes beyond single-number measurements to better support today’s multi-channel, multi-device world. Learn how this new generation of predictive analytics can help you measure right, manage forward, and make a difference in your contact center operations and company overall.
This Keynote Presentation will include a drawing to win an Apple Bundle, which includes a 13.3” MacBook Air AND a 32gb iPad Mini. Must be present to win.
President and CEO
As President and CEO of ForeSee, Larry is responsible for managing the company's strategy and growth. Since the company's founding in 2001, he has overseen significant growth in its client base, revenues and staff. Larry brings more than 20 years experience in senior management and in directing e-commerce and technology initiatives to ForeSee.
An expert on web customer satisfaction, Larry speaks extensively on the topic at private and public sector industry events and has been quoted in numerous publications and media, including CNN, the Wall Street Journal, the Washington Post, Investor's Business Weekly, Internet Retailer, Multichannel Merchant, DM News, Computerworld, Federal Computer Week and Government Executive, among many others. Larry is the author of a book on customer satisfaction released in 2011, Managing Forward: How to Move from Measuring the Past to Managing the Future.
Inspiring Customer Loyalty Through Extreme Leadership
Wednesday, 8:30 AM – 10:00 AM
We all know that customer satisfaction is no longer enough. But creating a consistently mind-blowing WOW! Experience for your customers demands imagination, empathy and creativity from every employee in your company. What are you doing about it? Steve offers four qualities that you, as an Extreme Leader, must demonstrate to create customer-obsessed business people at every level of your organization: Passion, Obsession, Creation and Exhilaration. Drawing on provocative business cases, research and personal experience, Steve will take you beyond the conventional customer service wisdom and into the realm of customer love.
Best Selling Author & Leadership Guru
Steve Farber is the president of Extreme Leadership, Inc., and the founder of The Extreme Leadership Institute, organizations devoted to the cultivation and development of
Extreme Leaders in the business community, non-profits and education. His third book, Greater Than Yourself: The Ultimate Lesson In Leadership
, was a Wall Street Journal® and USA Today® bestseller. His second book, The Radical Edge: Stoke Your Business, Amp Your Life, and Change the World
, was hailed as “a playbook for harnessing the power of the human spirit.” And his first book, The Radical Leap: A Personal Lesson in Extreme Leadership
, is already considered a classic in the leadership field.