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Contact Center Expo & Conference brings in some of the most dynamic and inspiring personalities to kick-start the conference mornings. Join your peers on Tuesday and Wednesday mornings for entertaining, energetic presentations that related to your day-to-day life and inspire you to success.

Featured Keynote: Lessons from a Mouse: Delivering World-Class Customer Service

Tuesday | 9:00 AM – 10:00 AM
Pacific Hall B/C
Dennis Snow

Customers have more choices than ever, with the result that most products and services are increasingly seen as commodities. So, in today’s market, what can an organization do to stand out from the crowd? Differentiating your service is the key to attracting and retaining customers – while driving bottom line results. More than ever customers are focused on value - what you can do that other organizations cannot or will not do. Customers want to know that you are focused on earning their ongoing loyalty.

Based on his 20-years with the Walt Disney World Company along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for creating a service-driven culture. This program will provide you with strategic tools that can be used to raise the bar of service throughout your organization, resulting in “walk-through-fire” customer loyalty.

Participants will learn:

•    Approaches that help your employees move from a task mindset to an experience mindset.
•    A process for ensuring that your organization’s “backstage” environment never impacts the “onstage” customer experience.
•    Four specific strategies for wowing customers every time.
•    A mechanism for ensuring that your organization’s processes are designed through the “lens of the customer.”

Dennis Snow

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Dennis Snow’s customer service abilities were honed over 20 years with the Walt Disney World Company. There, he developed his passion for service excellence and the experience he brings to the worldwide speaking and consulting he does today. He began his Disney career in 1979 as a front-line attractions operator. As he advanced through the company, Dennis managed various operating areas throughout the park, learning and applying the skills it takes to run a world-class, service-driven organization. Dennis launched a division of the Disney Institute responsible for consulting with some of the world’s largest companies including ExxonMobil, AT&T, and Coca Cola. During this time, he presented to audiences in diverse locations around the world, such as South Africa, Australia, Mexico, England and Argentina. This division quickly became the fastest growing venture of the Disney Institute and experienced repeat business of nearly 100%. He also spent several years with the Disney University, teaching corporate philosophy and business practices to cast members and the leadership team. While there, he coordinated the Disney Traditions program which is universally recognized as a benchmark in corporate training. In his last year with Walt Disney World®, Dennis’ leadership performance was ranked in the top 3% of the company’s leadership team. Today, Dennis is a full-time speaker, trainer and consultant who helps organizations achieve goals related to customer service, employee development and leadership. Some of his clients include Huntington Bank, BMW Financial Services, Florida State University and Johns Hopkins Hospital. His articles appear in a number of industry publications and he is a featured guest “expert” on customer service, on several business news-talk radio shows. He is the author of the book, Lessons from the Mouse: A Guide for Applying Disney World's Secrets of Success to Your Organization, Your Career, and Your Life.

Featured Keynote: The Art of Leadership

Wednesday | 9:00 AM – 10:00 AM
Pacific B/C
Erik Wahl

As the landscape for business continues to change, leaders need to foster a steady stream of disruptive strategies and unexpected solutions to stay ahead of the game. This requires solutions that revive stagnant markets or completely reinvent the competitive dynamics of an industry. Disruptive thinking is about fostering a culture of innovation leadership that provides the framework and motivation to generate those strategies and execute those solutions. It is an essential skill for any business leader, from a small start-up to a global corporation, with the desire to transform organizational processes and behaviors, and ask, “Why hadn’t we ever thought about our business and culture this way before?”

To thrive in this new era, organizations and institutions, executives and entrepreneurs need to rethink the habits that have made them successful in the past, and challenge the conventional wisdom and industry models that have defined their world. In this inspiring presentation, Erik Wahl will show you how to create emotional connections to drive future discretionary effort, and create a culture of commitment that will drive your organization to success.

 

Erik Wahl

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Erik Wahl is an internationally recognized graffiti artist, # 1 best selling author and entrepreneur. Erik redefines the term “keynote speaker.” Pulling from his history as both a businessman and an artist, he has grown to become one of the most sought after corporate speakers available today. Erik’s on-stage painting seamlessly becomes a visual metaphor to the core of his message, encouraging organizations toward profitability through innovations and superior levels of performance. His list of clients includes AT&T, Disney, London School of Business ,Microsoft, FedEx, Exxon Mobil, Ernst & Young, and XPrize; Erik has even been featured as a TED presenter. The responses received have been nothing short of incredible, with standing ovations to prove it. Erik’s bestselling business book UNTHINK was hailed by Forbes Magazine as THE blueprint to actionable creativity and by Fast Company Magazine as Provocative with a Purpose. Erik’s understanding of vision was originally born in the school of disappointment. After a eight-year career as a partner in a corporate firm, he became frustrated by the lack of innovative thought and corresponding profits he saw in business. So he set out to challenge companies to change their way of thinking, while simultaneously pursuing his own individual passions. He rediscovered his love for art, and now plays in the business world by working through his art. In the past 10 years, he has shared his incredible message with the largest and most influential companies in the world, leaving behind his prized artwork as a reminder of his passion for breakthrough thinking. He’s the Warhol of Wall Street, the Renoir of ROI, the Picasso of Productivity, the Jobs of… well, having a Job. He is Erik Wahl: graffiti artist, author, entrepreneur and philanthropist.

Welcome: Customer Service in a Connected World

Tuesday | 8:15 AM – 10:00 AM
Mark Bloom

Mark Bloom

Salesforce.com, Sr. Director for Strategy and Operations for the Service Cloud

Mark is a thought leader in Customer Service and Support who has worked with Salesforce Service Cloud customers of all sizes and industries, including large, complex and strategic implementations that required deep Service transformation as well as quickly moving projects for fast-moving companies. He has led partner practice building efforts for Service Cloud partners and worked with existing customers to resolve growth issues. Mark joined Salesforce in 2010 as a Service Expert, bringing extensive experience in customer service and support solutions. He spent the previous decade building and leading contact center implementations globally. He also brings years of finance, accounting and military experience to the table in solving today's business challenges.

Keynote Address

Tuesday | 8:15 AM – 10:00 AM
Brad Cleveland

Brad Cleveland

ICMI, Senior Advisor

Brad Cleveland has devoted his career to maximizing the value of customer-facing services. As a speaker, consultant, entrepreneur, executive, and president/CEO, he has seen change from many perspectives and has a deep understanding of the critical importance of customer service delivery to an organization’s success. He has worked in over 60 countries and has been privileged to assist in the evolution of service delivery for clients such as American Express, Apple, Coca-Cola, USAA, and others, as well as for governments across the globe. Brad serves as a senior advisor to the International Customer Management Institute (ICMI), and is an in-demand speaker and consultant. He can be reached at bcleveland@icmi.com.

Welcome: Take Customer Insights To New Heights!

Wednesday | 8:15 AM – 10:00 AM
Eric Head

Eric Head

ForeSee, Senior Director, Sales

Eric leads ForeSee’s business development efforts in the Midwest, Northeast, and Mid-Atlantic regions. With more than 20 years’ experience managing advanced technology products and programs, he has played a key role in ForeSee’s strategic growth, particularly providing leadership around the organization’s contact center measurement, as well as helping ForeSee expand into the European market. Prior to joining ForeSee, Eric was director of automotive programs for Internet Operations Center, a leading regional Internet applications service provider. There, he brought new Internet and e-commerce applications and solutions to the automotive industry. Eric earned a B.S. in marketing from the Miami University-Oxford and an MBA with distinction from the University of Michigan Ross School of Business.

Keynote Address

Wednesday | 8:15 AM – 10:00 AM
Justin Robbins

Justin Robbins

ICMI, Community Services Manager

Justin Robbins is a contact center and talent development expert with over a decade of experience leading customer service organizations. As ICMI’s Community Services Manager, he leads their research programs, content strategy, and customer engagement initiatives. His infectious enthusiasm for the customer service industry has led him to be a writer, social enthusiast, and sought-after speaker on topics such as employee engagement, key performance indicators, and motivational business leadership. You can reach Justin on-line at: www.twitter.com/justinmrobbins | www.linkedin.com/in/justinmrobbins | jrobbins@icmi.com

"My first ACCE [Contact Center Expo]. A great introduction!"

Dave Kristick , Deputy Executive Director , E-470 Public Highway Authority

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