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2014 Keynote Presentations

How to Succeed in Business and Life

Wednesday | 8:30 AM – 10:00 AM
Bill Rancic

Many strategies helped make Bill Rancic a successful entrepreneur. From starting a boat wash and wax business while in college to his cigar-of-the-month club, and being named the first-ever winner of the NBC hit show "The Apprentice" with Donald Trump, Bill will share the ups and downs on his road to success.  With tremendous experience that ranges from real estate development, investing as well as creating, and developing several startup companies, Mr. Rancic brings a fresh, firsthand look at people’s personal and professional codes, choices, values and behaviors.  Bill will translate these experiences into a source of relevant tips whereby you can improve your game, and create a successful plan for your future success!

Bill Rancic

TV Personality and Best-Selling Author, Entrepreneur

Award-winning personality Bill Rancic hosts the successful nationally-syndicated television show, America Now, and serves as co-executive producer with his wife Giuliana Rancic on the top-rated reality show, Giuliana and Bill. The duo will also share hosting duties for the upcoming NBC prime time program Ready for Love, scheduled to debut in December 2012.

Bill’s unique life experiences as an entrepreneur, best-selling author, television personality and restaurateur of the popular Chicago restaurant RPM-Italian chain have given him the opportunity to travel the world and experience different lifestyles and numerous cultures.

Nearly a decade ago, Bill burst on the scene as the first-ever winner of the NBC hit show The Apprentice. With tremendous experience that ranges from Main Street to Wall Street, Bill has had a first-hand look at peoples' personal and professional codes, choices, values and behaviors. Addressing the many challenges individuals face, Bill directly relates his discussions to the corporate arena and explores important topics, such as working professional relationships and surviving the daily ethical challenges in business.

A published author of New York Times best-selling book, Bill wrote You're Hired: How to Succeed in Business and Life and Beyond The Lemonade Stand. Most recently Bill and Giuliana co-authored the best-seller I Do… Now What where the duo share secrets to everlasting love and understanding.

Welcome to the Internet of Customers: Engage Your Customers in a Whole New Way

Wednesday | 12:15 PM – 2:30 PM
Ballroom 6A/6B - Upper Level
Mike Milburn

Sponsored by:

The rise of social, mobile, and connected technologies has created a shift in the way customers expect to be engaged by your company. Successful companies leverage the power of these technologies to deliver frictionless and amazing customer experiences to drive loyalty and increase customer satisfaction. Join Mike Milburn, VP of Salesforce Service Cloud Operations, to learn how to transform your support and engage your customers in a whole new way.

Mike Milburn

Salesforce.com, Vice President, Strategy and Operation, Service Cloud

Mike Milburn is the Vice President of Strategy and Operations for the Salesforce.com Service Cloud, the worlds #1 customer service application. In this role he is responsible for building the right business structures for growth, scale and customer success.  Mike has held numerous roles in Salesforce.com including consulting, partner enablement and communities.

Mike has 17 years of global experience in customer engagement strategy, CRM Design, telephony and workforce management.

When he is not helping customers with Service Cloud innovation & transformation you can find Mike spending time in Northern Wisconsin with his family and any racquet or paddle sport.

Gaining a Competitive Advantage in a Customer Driven World

Wednesday | 4:00 PM – 4:45 PM
Eric Feinberg

Sponsored by:
Foresee

Are today’s multi-channel, multi-device customers who contact your company getting what they want and need? Are their expectations being met? Whether customers are engaging with your organization via a live agent, IVR system, email, or live chat, the contact center creates a single point of vulnerability that has a large influence on the customer’s overall view of the company. To better understand their customer and the experiences they have with the company, business leaders need to employ a comprehensive set of analytics. Eric Feinberg, Senior Director of Product Strategy for ForeSee, will talk about how, as an industry, we need to evolve to an integrated system of metrics that goes beyond single-number measurements and eliminates metric silos to better support today’s multi-channel, multi-device world. 

Eric Feinberg

ForeSee, Senior Director of Product Strategy

As Senior Director of Product Strategy, Eric is responsible for working with product, delivery, sales, and marketing teams to ensure that ForeSee continues to bring innovation and operational excellence to its product offerings. Since joining ForeSee in 2004, Eric has been contributing to the strategic growth of the organization. He brings 15 years of customer-focused experience to the team, and is a frequent presenter at conferences in the U.S. and UK.

Eric is an adjunct professor of mobile marketing at University of California, Irvine.  He is currently on the Board of Directors for the Digital Analytics Association (DAA), formerly the Web Analytics Association, and serves as an instructor for various trade groups on the importance and application of attitudinal analytics. Previously, he has held positions that include web analyst, multichannel strategy consultant, usability specialist and focus group moderator. His goal is to best understand and motivate multi-channel consumers on behalf of his clients.

Eric is a graduate of the University of Michigan.

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

Thursday | 8:30 AM – 10:00 AM
Matt Dixon

The most common approach to customer loyalty today is devoting limitless time, energy, and resources trying to dazzle people and inspire customers’ undying loyalty. But the new book from CEB, The Effortless Experience, uses over five years of research and tens of thousands of respondents to reveal that the “dazzle factor” is wildly overrated. Consider this: what do customers really want from their cable company, a free month of HBO when it screws up, or a fast, painless restoration of your connection? Do they want a personal relationship with their bank teller, or quick in-and-out transactions and an easy way to get a refund for an accidental overcharge? Most customers don’t want to be “wowed”; they want an effortless experience. In this enlightening session, Matthew Dixon, executive director at CEB, will explain how a company’s ability to deliver on basic promises and solve day-to-day problems drives customer loyalty.

Matt Dixon

CEB, Executive Director, Sales & Service Practice

Matt Dixon is Executive Director of the Sales & Service Practice of CEB in Arlington, VA.  In this capacity, he has management responsibility for the Sales Leadership Council and Customer Contact Leadership Council, which together serve more than 1,000 sales and customer service organizations globally.  As Executive Director, Matt has overseen dozens of original quantitative and qualitative research studies of customer service and sales and has presented to hundreds of senior executives and management teams around the world, including those of many Fortune 500 companies, on issues ranging from customer service strategy to sales effectiveness.
 
In addition to his many speaking engagements, Matt is also a noted business writer.  His first book, The Challenger Sale: Taking Control of the Customer Conversation (published in November 2011) was a Wall Street Journal bestseller and the top sales and marketing book of 2012 on Amazon.  He’s been published multiple times in the Harvard Business Review with articles such as “The End of Solution Sales," "Dismantling the Sales Machine," and “Stop Trying to Delight Your Customers” (the article that first introduced the Customer Effort Score).  His new book, The Effortless Experience: Conquering the New Battleground for Customer Loyalty, was published by Penguin and released in September 2013.  

Matt holds a Ph.D. from the Graduate School of Public and International Affairs at the University of Pittsburgh as well as a B.A. from Mount Saint Mary’s University in Emmitsburg, Maryland, where he graduated summa cum laude.  Matt currently resides in Silver Spring, Maryland with his wife and four children.

"One of the best conferences I have attended."

Jennifer High, VP Contact Center, Transamerica

Sponsors