2015 PACE Convention & Expo
Speakers Sessions
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Welcome Address
Monday, April 20th
9:00 a.m. – 9:30 a.m.
PRESENTATION
Michael Rauscher
Chair, PACE National Board of Directors
CMO, HomeServe USA
Day One Keynote
Monday, April 20th
9:30 a.m. – 10:30 a.m.
A unique, fast-growing company named to FORTUNE's 100 Best Companies to Work For® 6 years in a row, Zappos believes customer service isn’t just a department. They operate under one mission: to provide the best customer service possible.
Erica Javellana will be sharing her knowledge of how Zappos created a culture that is both Fun and a Little Weird in her role of Speaker of The House for Zappos Insights, a part of the Zappos Family in Las Vegas, NV. Erica’s years of experience in the Zappos Family makes her an insightful speaker, focusing on employee engagement, commitment to culture, customer experiences and their importance in business today.
Session A
Monday, April 20th
11:00 am – 11:45 am
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Track & Room Number |
Session Speaker & Title |
Session Description |
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Customer Diversity & Loyalty |
Ted Nardin, Lauren Mott, Philip Higgins |
Join our panel of JD Power recognized companies as they reveal their best practices for maximizing contact center customer experience. Moderated by Ideal Dialogue’s Ted Nardin, the team will share a variety of useful insights, including what change has made the biggest impact on improving experience, measurement of non-traditional support channels, and metrics management. Learn from industry leaders in customer experience while gaining insight into research that supports the strategies and tactics these companies employ. |
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Innovations & Engaging Channels |
Jeff Gallino |
An in-depth survey of the future of analytics across all customer channels known as Omni-Channel Analytics. Trends to be uncovered and explored will include: Best practices on forming and making perform different analytics teams via collaboration and possibly centers of excellence. Additionally we will explore the move toward using large repositories from multiple sources to "crowd source" an analytics knowledge solution. |
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Emerging Issues |
Marc Roth, Christine Reilly, Cindy Liebes
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This session will provide attendees with the most up-to-date information they need to conduct compliant call campaigns and avoid regulatory scrutiny and consumer class actions. Two seasoned telemarketing attorneys and the Regional Director of the FTC's Southeast Regional office will discuss recent FTC telemarketing enforcement cases, trends and priorities, with a special focus on supplier and vendor liability for "assisting and facilitating" offensive marketer behavior. Attendees will also hear about TCPA litigation trends and developments in the past year and strategies for minimizing litigation risk. Anyone who engages with consumers by telephone or text or provides services to such companies must attend this session to understand these issues and learn how to avoid liability. |
Day One General Session
Monday, April 20th
12:45 p.m. – 1:45 p.m.
PRESENTATION
Ken Sponsler brings more than 30 years of leadership and management experience and thousands of hours of process engineering and consulting expertise to CompliancePoint, a PossibleNOW company. In his role as Vice President & General Manager. He also serves on the PACE National Board of Directors. Ken has extensive experience conducting marketing, data security and privacy compliance consulting assignments for a wide variety of companies including Fortune 500 clients. He has been retained as an expert witness in numerous TCPA related class actions and regulator lawsuits. Prior to joining PossibleNOW, Ken served over 27 years in the US Army primarily in Airborne Infantry assignments, culminating in duties as the Command Sergeants Major of the 3rd Infantry Division, an elite 23,400 man combat unit.
Michele Shuster has established a solid record of assisting clients in teleservice audits, consumer protection matters before state attorneys general, matters before the Federal Trade Commission and Federal Communication Commission, advertising compliance, and privacy issues. Shuster is also General Counsel for PACE, and is a Certified Information Privacy Professional.
Session B
Monday, April 20th
2:15 pm – 3:00 pm
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Track & Room Number |
Session Speaker & Title |
Session Description |
|
Customer Diversity & Loyalty |
George Larribas |
Customer care is a journey not a destination. In this session we will explore ways to harness the customer needs of your customers and give suggestions on how to create a customer care program that engages the customers and front line personnel to vocalize the changing needs. The voice of the customers and employees are key to keeping up with new servicing needs. Key Takeaways: |
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Innovations & Engaging Channels |
Gary Pudles |
The session will illustrate how a major consumer electronics company used text messaging and text-enabled landlines to greatly improve customer satisfaction while capturing customer data, all with complete customer opt-in! |
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Emerging Issues |
Robert Cowen
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Practical, real-world information that will show results immediately:
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Session C
Monday, April 20th
3:15 pm - 4:00 pm
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Track & Room Number |
Session Speaker & Title |
Session Description |
|
Customer Diversity & Loyalty |
Madelyn Gengelbach |
It can be a struggle to keep up with rapidly evolving customer expectations, especially in the contact center. With the proliferation of the ultimate multi-channel devices –smartphones and tablets – everyone is coming to expect great service in any channel of communication. Join us as we share hot-off-the presses research that sheds light on customer expectations and how contact centers can respond and build lasting, profitable relationships with customers. |
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Innovations & Engaging Channels |
John Ruby, Mike Onystok, Ken Mercer, and Ray Pollum |
Learn how to generate revenue, reduce expenses, and build more efficient business processes for your clients by providing technology services. |
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Emerging Issues |
Rob Marshall, Todd Muscatello, Sharon Roberts, Lisa Fiondella
|
Sometimes asking the consumer what they want gives a myopic view of what you can actually do for them. In this session we’ll look how using ethnographic and in- depth consumer research to better understand the consumer and the competition; how to apply these insights to the field and inside sales encounters; and how to use these insights to create better sales outcomes. You will gain tangible, practical tools to apply the very same approaches to your organization and connect your field and inside sales divisions to not only make life easier for your prospects, but for your internal operations as well.
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Day Two Keynote
Tuesday, April 20th
9:00 a.m. – 10:00 a.m.
Rick DeLisi, senior director and executive advisor for CEB, has an intense passion for communications and customer relations is only rivalled by his love of college basketball. When his alma mater Syracuse University isn’t playing, Rick’s attention is focused on helping executives unlock the extraordinary potential of communication to solve business problems and contribute to the bottom line.
Drawing on more than 20 years of experience, Rick tackles these challenges in addition to offering solutions in key topic areas including how to effectively manage social media, building communications strategies to drive measurable business results, enhancing the customer experience while continuing to reduce operating costs and boosting customer loyalty in an increasingly competitive marketplace.
Rick is the co-author of The Effortless Experience: Conquering the New Battleground for Customer Loyalty (Penguin USA, 2013). He is also a frequent contributor on sales and customer services topics on CEB’s marketing and communications and sales and customer service blogs, and as keynote speaker at events such as the Net Promoter Customer Experience Conference.
Prior to his work with CEB, Rick spent more than two decades working as a journalist and in the airline and tourism industries, specializing in customer communication and public relations strategies. He holds a bachelor’s degree in communications from the S.I. Newhouse School of Public Communication at Syracuse University. A native of Long Island, Rick resides with his family in Ashburn, Va.
Session D
Tuesday, April 21st
10:30 am – 11:15 am
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Track & Room Number |
Session Speaker & Title |
Session Description |
|
Customer Diversity & Loyalty |
Lee Pemberton & Dave Gregory |
Learn WHY Loyal Internal Customers are critical to the success of any organization, HOW to create discretionary effort, and WHAT tools help you identify strengths and drive customer engagement. |
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Innovations & Engaging Channels |
Michele Rowan |
Work at home for contact centers and support functions is exploding as a result of mobile technology. Businesses are expanding without adding new seats, and shifting the high cost of real estate to an as-required model only. Join this session to capture the latest in innovative business processes and technologies, and get clarity around the top three failure points of work at home. |
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Emerging Issues |
Mitch Young
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Learn how to personalize and enhance every customer interaction before the call is connected. See how you can identify, validate, enhance, and score your data in real time to deliver relevant offers from first contact to conversion. |
Day Two General Session
Tuesday, April 21st
2:15 p.m. – 3:15 p.m.
PRESENTATION
There cannot be a great customer experience without a great employee experience and empowering agents with the tools and information they need to support customers is an important component of that strategy. Learn more about Comcast’s business transformation strategy for simplifying customer service employee tools leveraging Business Process Management (BPM) and Change Management strategies.
Jennifer Labs is Vice President of Customer Service Strategy and Systems for Customer Service at Comcast Cable. She is the business product owner for all enterprise call center employee tools supporting Comcast’s frontline employees. In this role, Jennifer is responsible for the enterprise employee tool strategy, user experience and design, governance and day-to-day product management and business operations of Comcast’s call center employee tools. This includes leading the complex, multi-year business transformation effort to implement a new enterprise-wide internal universal CRM application, Einstein, which has already won SQM Group’s 2013 Best Practice Award for Knowledge Management Tools and 2014 Best Practice Award for Desktop Applications.
Session E
Tuesday, April 21st
3:30 pm – 4:15 pm
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Track & Room Number |
Session Speaker & Title |
Session Description |
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Customer Diversity & Loyalty |
Sherry Redden Evans |
MAXIMIZING HUMAN CAPITAL WHILE BUILDING CUSTOMER LOYALTY. The purpose of this workshop is to help you think and act more strategically when developing and coaching your staff. |
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Innovations & Engaging Channels |
Bruce Lewolt |
New research shows that just by adopting the mastery based approach to training we will teach in this session your new hire attrition will drop sharply – sales will increase and agents will stay longer because they enjoy their job more. |
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Emerging Issues |
Jim Iyoob |
You will never see a ROI from social if it is only a function. Launching a Facebook page and having an employee manage updates and respond to comments is not a business strategy. Social only becomes valuable when applied across the organization to improve your connection with customers, prospects and employees. During this engaging session you will learn best practices and strategic takeaways from front line social media, contact center and brand executives. The session will focus on social media listening, social media sales enablement, customer acquisition strategies, internal communications, social customer care, customer retention strategies, training and key performance measurement. |
