Dynamic thought leaders that will have you entertained and inspired!
Shep Hyken will gear you up to amaze your customers every time; former Disney trainer Doug Lipp will reveal secrets to a customer-centric employee; and Chip Bell will end the conference with a 'don't miss' high-energy presentation on providing seriously 'sparkly' service.
Transform Your Organization To Build Life Long Relationships With Your Customers
Tuesday | 8:15 AM – 8:35 AM
Pacific Ballroom BC
"The Age of the Customer" is well underway, and companies are competing more than ever to deliver exceptional customer experiences. Deep down, we all want to provide the very best service and be confident that our front-line staffs are equipped to represent our organizations and deepen customer engagement thousands of times each day. Join Tim as he discusses combining strategy, culture, marketing, interaction and technology design, customer service, employee engagement, and leadership practices - all through the eyes of the customer to attain a culture and life time relationship with customers that is unrivaled by competitors.
Herff Jones, a Division of Varsity Brands, Vice President of Customer Service
Tim Rauschenbach has over 30 years of experience working in the customer service field. His role has existed to help organizations and team members to improve business results by changing how they deal with customers. Tim examines strategy, culture, marketing, interaction and technology design, customer service, employee engagement, and leadership practices; all through the eyes of the customer in order to attain a culture and life time relationship with customers that is unrivaled by competitors.
Tim started his career at Disney, and had the opportunity to see the Disney Institute built from the ground floor. Later he led U.P.S.'s customer service organization during their service transformation. The book entitled, "Aiming High", shares the evolution that took place in customer service at U.P.S.
Tim then headed customer service at Amazon.com, beginning when their stock was $.89 a share, and Wall Street was betting that Amazon would fail like so many other dot.com companies. Tim's team formed a customer experience road map that provided the highest customer experience and loyalty rankings in the history of the retail sector. The global customer service team included 3000+ team members in nine customer service operations in seven countries.
Today Tim serves as the Vice President of Customer Service at Herff Jones. The Herff Jones tradition is about rewarding academic and athletic excellence with world class symbols of achievements. Since 1920, we've built our reputation on uncompromising standards of quality and a sincere commitment to honoring the milestones and memorable moments in life. Offering a diverse product range, we share a common goal: to honor tradition and reward achievement.
Tim holds a B.S. in Business Administration at Indiana State University. He has also served as a board member on a number of industry and charity organizations. Tim is an author, speaker, and award recipient in customer experience and servant leadership.
How Disney University Develops the World's Most Engaged, Loyal, and Customer-Centric Employees
Tuesday | 8:00 AM – 10:00 AM
Pacific Ballroom BC
How did Walt Disney create "The Happiest Place on Earth?" What are the secrets behind Disney's legendary employee development dynasty and how does it reinforce organizational values, culture and brand. Learn how Disney continues to capture the hearts and minds of thousands of employees around the world through an unwavering devotion to the core values established by Walt himself. Doug's career working directly with Disney visionaries, combined with his recent interactions with Disney legends while writing Disney U, provides the backdrop for intriguing never-before-told stories. Doug shares how the Disney University remains relevant—more than fifty years after its founding – and why these leadership lessons are more important now than ever before
, Former Disney Head of Training, Expert on The Art of Customer Service, Leadership, and Change
Doug Lipp is a distinguished consultant, business keynote speaker, eight-time business author and world authority on building esteemed organizational cultures. He helps companies see how values and culture form the essence of their business and provides clear insights on how they can build an even stronger brand. The foundation is values-based leadership, teamwork, and innovation.
Doug was catapulted, at the age of 29, to the helm of the employee training team at Disney, one of the world's most beloved andrespected institutions. Fluent in Japanese, Doug helped Disney start its first international theme park as a member of the Tokyo Disneyland opening team.
Today, Doug can be found inspiring audiences around the globe as a leadership speaker with his game-changing questions, animated stories, actionable content and engaging stage presence. And like Walt Disney, Doug believes that "laughter is no enemy to learning" infusing his singular style of fun and humor into every presentation.
From Transactional to Intelligent Conversational Service: Your 2017 Imperative
Wednesday | 8:15 AM – 8:35 AM
Pacific Ballroom BC
It's the end of "hold please", and the beginning of a new revolution in customer service. As innovative new technologies continue to shift where customers look for support, it's become more difficult and complex to connect with them. Fact is, the old rules of customer conversations no longer apply. But how have the rules changed? In this keynote presentation, Keith Pearce will outline the opportunity to move from a reactive, transactional service model -- to one that leverage AI, self-service, bots, and empowered agents to deliver an intelligent conversational service experience that 'wows' every customer, in every channel, every time.
Salesforce, Vice President, Service Cloud Product Marketing
For over twenty years Keith Pearce has pursued a passion for customer service and technology — working in multiple facets of the service industry to help companies realize the benefits to customers and employees of great service. At Siemens, he worked in sales and marketing to grow the market for its call center solutions. At start-up SpeechWorks, he helped create the initial market for speech recognition software, working in business consulting and marketing. While at contact center software leader Genesys, Keith ran EMEA marketing from Paris, France before leading the company's solution and corporate marketing functions.
In his current role as Vice President of Product Marketing at Salesforce, he continues to pursue his passion for the service industry, and the service trailblazers who work in it, by building awareness for the opportunity for business leaders to connect with their customers in a whole new way -- while creating awareness for the company's leading Service Cloud solution. He is a frequent speaker, blogger and commentator on how technology is changing the way companies and their customers communicate.
Keith holds degrees from the University of Florida and Georgetown University. His tweets and blogs can be followed @pistolprce.
Amaze Every Customer Every Time
Wednesday | 9:00 AM – 10:00 AM
Pacific Ballroom BC
To get and to keep your customers you must deliver an amazing experience. Why? It is the competitive edge of new-era business – in any market and any economy. Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn't take a title. It takes the right set of tools and principles. In this fast-paced, and content-rich presentation, Shep will share some of the 52 "Amazement Tools" featured in his book of the same name. Learn best practices, tactics, and strategies to help them deliver the most amazing customer service on the planet. This is must-have, practical information that will help transform your organization into a seriously customer-focused operation … with a serious competitive edge!
, Customer Service & Experience Expert, and New York Times & Wall Street Journal Bestselling Author
Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution and Amaze Every Customer Every Time. He is also the creator of The Customer Focus™, a customer service training program which helps clients develop a customer service culture and loyalty mindset. (Now available as an online/web-based training program!)
In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Some of his clients include American Airlines, AAA, Anheuser-Busch, AT&T, AETNA, Abbott Laboratories, American Express - and that's just a few of the A's! Shep Hyken's most requested programs focus on customer service, customer loyalty, internal service, customer relations and the customer experience. He is known for his high-energy presentations, which combine important information with entertainment (humor and magic) to create exciting programs for his audiences.
Seriously Sparkly Service: Making Innovative Service Profoundly Remarkable
Wednesday | 5:15 PM – 6:15 PM
Pacific Ballroom BC
Recall the absolutely best customer service experience of your entire life. What were the features of this profoundly remarkable memory? Today's customers do not talk (remark) or tweet about good service; only experiences they find unique, special, and ingenious. Research shows value-added (taking what customers expect and adding more) will not provide a solid ROI. But, value-unique (delivering an unexpected, compelling surprise) creates animated advocates and fuels bottom line impact. Based on Bell's newest book, Kaleidoscope, this high-energy session provides the tools, tips and techniques for leading and delivering innovative service that sparkles.
, Customer-Focused Strategy Expert
Chip Bell has helped many Fortune 100 companies dramatically enhance their bottom lines and marketplace reputation through innovative customer-centric strategies that address the needs of today's picky, fickle, vocal and "all about me" customers. Dr. Bell reveals the best practices from the organizations leading the customer loyalty charge, giving audiences powerful cutting-edge ideas and unique strategies they can put into practice the minute they leave his keynote. Bell's impact on audiences is nothing short of extraordinary: over 80+% of the groups who hear him bring him back. Always customer-centered, Bell customizes all his presentations to meet unique organizational needs through a background study, pre-event conference call, and phone interviews to better understand specific audience needs and challenges.
He is considered a world renowned authority on customer loyalty and service innovation, writing over 400 articles for many business journals, magazines, and blogs. He has appeared live on CNN, CNBC, CNN, Fox, Bloomberg TV, ABC, and his work has been featured in Fortune, Business Week, Forbes, Fast Company, Inc. Magazine, and Entrepreneur. He has authored six best-selling books including: Managing Knock Your Socks off Service; Customers As Partners; Magnetic Service; and Take Their Breath Away: How Imaginative Service Creates Devoted Customers. His newest is the best-selling book, Wired and Dangerous: How Your Customers Have Changed and What to Do about It. His books have been endorsed by the CEO or presidents of such service greats as Zappos, Starbucks, Ritz-Carlton Hotels, Build-A-Bear Workshops, JetBlue, Marriott, Chick-fil-A and Southwest Airlines. Leadership Excellence Magazine listed him in 2010 among the top 30 thought leaders in America.