Keynotes and General Sessions
Keynote
Thursday, April 3rd
9:30 a.m. – 10:30 a.m.
E. Matthew "Whiz" Buckley
Afterburner
"Flawless Execution"
Afterburner is considered the world's leading authority on organizational execution, boasting 23% of the U.S. Fortune 500 as a client in addition to many global 1000 companies that have benefitted from the company's unique corporate team building events and corporate training workshops. Afterburner has executed its services in over 34 countries.
E. Matthew “Whiz” Buckley is a highly experienced business executive with decades of leadership and execution experience from the front lines to the front office. Whiz was the founder and CEO of PEAK6 Media LLC, a financial media firm. Whiz is a decorated Naval Aviator who flew the F/A-18 Hornet for the United States Navy. He flew 44 combat sorties over Iraq and graduated from the Navy Fighter Weapons School ("TOPGUN").
General Session
Thursday, April 3rd
12:45 p.m. - 1:45 p.m.
Mark Miller
Sr. Director, Contact Center Solutions
J.D. Power
"Maximizing the Customer Experience Across Your Channels"
In this session, Mark will share the latest information on what customers value most across multiple channels, discuss emerging trends and identify some specific best practices that are driving a better customer experience. Utilizing customer experience data from over 1,200 companies, and isolating how top performers deliver a differentiated level of service to their customers via the contact center, Mark will help support professionals better understand how customer expectations are changing, and how to position your organization to exceed those expectations in the short and long term.
Attendees will learn:
- The cross-industry top drivers of customer satisfaction
- What to avoid if you value delivering a great customer experience
- Key attributes of cross-industry customer experience leaders that help explain their consistently superior results
Keynote
Friday, April 4th
9:00 a.m. – 10:00 a.m.
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Scott Habegger |
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"How Harley-Davidson is Customer-Led"
Diane Wilhelm and Scott Habegger will share insights on how Harley-Davidson ensures that its new products are truly customer-led. Utilizing a recent H-D product development project as a case study, they will offer tips for success and pitfalls to avoid. They will also reveal how being customer-led extends beyond the product to the overall customer experience.
General Session
Friday, April 4th
2:15 p.m. - 3:15 p.m.
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"TCPA Panel: Part II"
The October 16th, 2013 TCPA Amendments effected our industry in many ways. So how has the legislation from October 16th really impacted the way we manage our businesses? What have we learned and what does the future look like post October 16th? This panel of experts will delve into these questions and more.
Special Guest Speaker
Awards Luncheon
11:30 p.m. - 12:00 p.m.
Senator Marco Rubio
Florida Senator, Republican
Senator Rubio will give his view on the industry, regulations
and the future leading up to the 2016 Presidential Elections.
