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2011 Speaking
Companies

Profit From Groundbreaking Customer

Experience Strategies
May 23-25, 2011 | Hyatt Regency Century Plaza
Los Angeles, California
www.the-customer.com

Cross-Industry Customer Experience Insight From:

Jay Topper Janet Hopkins
SVP, Customer Success VP, Customer Experience
Rosetta Stone REI
Vicky Stennes Andrew Koven
VP, Inflight Experience President, e-Commerce and Customer
JetBlue Experience
Steve Madden
Devin C. Carty
Chief Experience Officer & Chief Learning Jasmine Green
Officer Vice President, Chief Customer Advocate
Vanguard Health Nationwide Mutual Insurance Company

Revitalize Your Customer Experience Approach

Instill customer-centric core values to set the stage for customer experience excellence
Tap into structured and unstructured customer feedback to uncover experience gaps
Engage with your customers on social media to respond to experience delights and
disappointments
Optimize the mobile brand experience and connect it to existing channels
Invest in innovative customer experiences that will boost long term profitability

Lead Sponsor: In Partnership With: Organized by: Join Us

Register Call: 1.888.482.6012 or 1.646.200.7530 Web: www.the-customer.com

Today: Fax: 1.646.200.7535 Email: CustomerExperience@wbresearch.com
 Who Should Attend?
Senior level executives with
responsibility for the customer
experience across any and all
consumer touch points:
• Chief Customer Officer
• Chief Store Officer
Profit From Groundbreaking Customer • Chief Experience Officer
• Chief Marketing Officer
Experience Strategies
EVP, SVPs, VPS, Directors
May 23-25, 2011 | Hyatt Regency Century Plaza and Managers of:
Los Angeles, California • Customer Experience
• Customer Engagement
www.the-customer.com • Customer Strategy
• Customer Relationship
Management

• Customer Loyalty
• Consumer Insights
Dear Colleague,
• Customer Care
•
In-Store Experience
With the continued commoditization of goods and services, smart companies differentiate by
• In-Store Operations
providing value beyond their products. This value lies in an innovative cross-channel experience • Retail Operations
that surprises and delights today’s empowered consumer. • E-Commerce
• Online
This May, The Next Generation Customer Experience Event will provide you with the tools • Digital and In-store
you need to boost revenue and drive customer loyalty in 2011 and beyond. Network and share Marketing
ideas with customer experience leaders and find out how to: • Channel Marketing
• Global Marketing
• Create a comprehensive company wide customer experience strategy
• Instill customer-centric core values and create an engaged employee culture
• Align company priorities and metrics around the customer experience
• Tap into customer feedback and interpret VoC data to identify critical experience gaps
• Optimize the mobile and social media brand experience and connect it to existing
channels

In just 3 days participate in CCO interviews, roundtable discussions, interactive workshops, real
world case studies and provocative panel discussions all thoughtfully designed based on months
of research with the content advisory board and customer experience executives across all
industries.

We encourage you to browse through the brochure to see how you can profit from strategic
customer experience design. Don’t be left behind your competitors. Secure your spot today
at the customer experience event of the year.
JOIN THE
CONVERSATION
We look forward to meeting you in LA!

Don McNichol Kristin Paulick

Are you on Facebook,
Vice President, Online Program Director Twitter or LinkedIn? Next
Tourneau WBR Generation Customer
Experience is!
Maura Sullivan Debra Haym
Senior Manager, Customer Loyalty Team Divisional Director Follow us: @customer_event
Zappos CLT, Inc. WBR Join us: visit
www.the-customer.com to join
Janice Brown the LinkedIn and Facebook
Manager, Channel Strategy and Groups
Orchestration Sign up for blog updates:
FedEx www.theetailblog.com/
customer-experience/

2 Call: 1.888.482.6012 or 1.646.200.7530 Fax: 1.646.200.7535 Email: CustomerExperience@wbresearch.com Visit: www.the-customer.com

The 2011 Speaking Faculty
Conference Chair: Zack Rosen Bonny Simmi Helen Burt
Curtis N. Bingham CEO Director of Customer SVP and Chief Customer
Founder and Executive Mission Bicycle Company Experience Officer
Director JetBlue Pacific Gas & Electric
Chief Customer Officer Jasmine Green
Council Vice President, Chief Jeff L. Anglin Larry Freed
Customer Advocate Director of Customer President and CEO
Edward Jankowski Nationwide Mutual Experience Foresee Results
Senior Vice President and Insurance Company Medtronic Diabetes
General Manager Michael Sachs
Godiva Chocolatier, Inc. Pinny Gniwisch Tabitha Dunn General Manager, CRM and
Chief Motivational Officer Director, Consumer Insights Owner Loyalty
Andrew Koven ice.com Citrix Online Volkswagen of America
President, e-Commerce and
Customer Experience Maura Sullivan Kimberly Dunwoody Rudy Vidal
Steve Madden Senior Manager, Director, Global Customer Former Chief Customer
Customer Loyalty Tea Experience Design Strategy Officer
Devin C. Carty Zappos CLT, Inc. Western Union InContact
Chief Experience Officer &
Chief Learning Officer Julie Boston Kelly N. Cook Steve Cohn
Vanguard Health Manager, Channel Experience Vice President, Customer CSP, Customer
and Infrastructure Strategy and Engagement Experience Expert
Jay Topper Pier 1 Imports DSW People to People
SVP, Customer Success Learning, Inc
Rosetta Stone Kelly Harper, Chris Brya
Director, Brand and Customer Director, Mobile and Emerging Lawrel Demmert
Barbara Cerf Experience Channels and Development Regional Human Resources
Corporate Vice President BMO Financial Choice Hotels Director
New York Life The Home Depot
Janice Brown Jim Knight
Janet Hopkins Manager, Channel Strategy Senior Director,
VP Customer Experience and Orchestration Training and Development
REI FedEx Hard Rock International
Vicky Stennes Candy Clay Mike Bray
VP, Inflight Experience Director, Customer Care VP, Customer Management
JetBlue CVS Caremark Sprint

A Special Thank You To The 2011 Advisory Board

Devin Carty Maura Sullivan Janice Brown Don McNichol
Chief Experience Senior Manager, Manager, Channel Vice President,
Officer & Chief Customer Loyalty Team Strategy and Online
Learning Officer Zappos CLT, Inc. Orchestration Tourneau
Vanguard Health FedEx

Conference Day One Monday, May 23, 2011

8:30 Breakfast And Workshop Registration 12:30 Luncheon

9:00 Workshop A (Refreshments Included) 1:30 Workshop B continued

Tactics For Optimizing The Mobile Experience It’s Not Rocket Service: Strategies For Managing,
Meeting And Exceeding Customer Expectations
11:00 Networking And Refreshment Break Steve Cohn
CSP, Customer Experience Expert
11:30 Workshop B (Refreshments Included) People to People Learning, Inc
It’s Not Rocket Service: Strategies For Managing,
Meeting And Exceeding Customer Expectations 2:30 Networking And Refreshment Break
Designing and delivering outstanding customer experience requires
not only feedback from experiences customers have already had but 3:00 Workshop C (Refreshments Included)
also to anticipate what those customers’ expectations are before the Chief Customer Officer 101
experience. But most companies do not have a process for collecting
and understanding their customers’ expectations and Curtis N. Bingham
communicating those expectations to their people. In this hands-on, Founder and Executive Director
high-energy workshop, participants will: Chief Customer Officer Council
• Determine the customer expectations they already know and
which expectations they don’t at each touch point 5:00 Workshop Day Concludes
• Create a strategy for gathering customer expectations from their key
customers which will drive strategies for serving them and others
• See expectations through their customers’ eyes.
• Walk away with at least one usable action item for exceeding
customer expectations
Steve Cohn
CSP, Customer Experience Expert Lead
People to People Learning, Inc Sponsor: 3
 Conference Day Two
7:15 Networking Breakfast And Registration
8:10 Welcome Remarks
Kristin Paulick
Program Director
WBR
8:15 Conference Chair’s Opening Address
Curtis N. Bingham
Founder and Executive Director
Chief Customer Officer Council
8:30 Keynote: Why Now? Why It Is More Important
Then Ever To Deliver Groundbreaking Customer
Experiences
Over the past two to three years, the US economy has
significantly impacted many companies’ ability to provide
excellent customer service. Resources were slashed and price
wars often ensued…the focus on the customer experience
dwindled. Now, with the economy rebounding, all industries
are recognizing that to meet the needs of today’s discerning
and tech savvy consumer, they must invest in strategic and
groundbreaking customer experiences across all consumer
touch points. Learn why the customer experience is the key
to differentiating your brand and attracting a loyal customer
base in 2011 and beyond.
Andrew Koven
President, e-Commerce and Customer Experience
Steve Madden
9:00 Keynote: Create And Sustain An Engaged
Employee Culture That Sets The Stage For An
Emotionally Engaging Customer Experience
To create winning customer experiences, customer-centricity
must permeate all aspects of an organization. Every function
as well as every corporate operation and decision should align
with the customer. Customer-centric core values must be
believed and followed by everyone within the organization.
Find out how to:
• Create and sustain an engaged employee culture that will
drive an emotionally engaging customer experience
• Drive a great customer experience by focusing on people
and empowering them to do what’s right
• Develop and instill customer-centric core values with all
employees to reinforce every customer experience initiative
• Leverage employee engagement to maximize customer
loyalty
• Communicate a customer-centric value proposition to all
employees that demonstrates a customer view
• Align the company objectives and initiatives around
creating an ideal customer experience
Devin C. Carty
Chief Experience Officer & Chief Learning Officer
Vanguard Health Systems
9:45 Metrics To Understand The Cross-Channel
Customer
Companies that are committed to providing a superior
customer experience face a common problem – how to
evaluate and benchmark performance across multiple touch-
points with consistent, insightful and actionable metrics that
encompass the customers’ perspective? How many website
4 Call: 1.888.482.6012 or 1.646.200.7530 Fax: 1.646.200.7535 Email: CustomerExperience@wbresearch.com Visit: www.the-customer.com
Tuesday, May 24, 2011
clicks and page views are too many or too few? How much
does social media buzz impacts your bottom line? What’s
the tolerance threshold for a call center call? Or the right
amount of helpfulness for sales associates? Behavioral
analytics are missing the contextual customer perspective
that can yield insight to grow your business. Learn how to
apply science and art to quantify intangible qualitative
factors that influence and predict cross-channel customer
behavior, not just report it.
This session will show you:
• A scientific approach to attitudinal analytics that
complements behavioral metrics and provides a more
well-rounded, accurate gauge of the cross-channel
customer experience
• The difference between feedback and measurement
analytics and why this difference is so important
• How to deploy a consistent measurement framework
across multiple channels to keep the pulse of customer
relationships on a continuous basis
Larry Freed
President and CEO
Foresee Results
10:15 Keynote Interview: The Case For Creating A
Separate Customer Experience Department
With the continued commoditization of goods and services,
many organizations are using customer experience as a way
to differentiate their brand and drive customer loyalty. With
this increased focus, there is a need for a separate functional
group that acts on behalf of the customer. Learn why one
company established a customer experience department and
put in place a VP of Customer Experience as well as the
results of this effort.
• How to establish a customer experience function and
develop an internal reporting structure
• Gain visibility into all customer touch points and gather
customer feedback across all touch points
• Empower the customer experience team to affect change
and dictate new processes
• Maintain efficiency while still enhancing internal
communications with your customer experience team
• Prioritize customer experience projects in order of highest
sustaining value and sustaining profits
Led By:
Curtis N. Bingham
Founder and Executive Director
Chief Customer Officer Council
Featuring:
Jasmine Green
Vice President, Chief Customer Advocate
Nationwide Mutual Insurance Company
Helen Burt
SVP and Chief Customer Officer
Pacific Gas & Electric
Rudy Vidal
Former Chief Customer Officer
InContact
11:00 Networking And Refreshment Break
Day Two Continued
11:30 Invite-Only VP Think Tank
join in:
As a CEO or customer experience executive, it is your
responsibility to prioritize customer experience initiatives
and promote a customer-centric value proposition
throughout your organization.
BUT YOU’RE NOT ALONE!
Join your VP level peers at the Next Generation
Customer Experience VP Think Tank. Gain honest
feedback, debate strategic ideas and share high level
insights in a private, moderated forum for 75 minutes.
Take advantage of this rare opportunity to learn how
your counterparts are creating innovative experiences
across all consumer touch points.
This is an invitation only session. If you wish to
participate or would like to nominate your VP-level
customer experience colleague, please contact Kristin
Paulick, Program Director at
kristin.paulick@wbresearch.com.
Strategic Thought Leaders:
Janet Hopkins
VP, Customer Experience
REI
Jasmine Green
Vice President, Chief Customer Advocate
Nationwide Mutual Insurance Company
Helen Burt
SVP and Chief Customer Officer
Pacific Gas & Electric
12:45 Luncheon
Concurrent track sessions begin, feel free to alternate between tracks to customize your experience
Track A: Cultivate A Customer-Centric Culture
1:45 Gaining Buy-in From The Front-line To C-Suite
In Customer Experience Initiatives
Shifting to a more customer-centric company does not
happen overnight and certainly would not be possible
without consistent and serious executive support that
drives solid alignment all the way to the front-line.
Uncover the best ways for keeping C-level executives
engaged in the customer experience transformation,
while at the same time gaining buy-in from those who
actually deliver the service
• Being ambidextrous: How to present new customer
experience initiatives and suggestions to your key
executives and front-line at the same time
• Uncover tips for achieving consistent backing and buy-
in from the c-suite to ensure ample funding and
resources for customer experience projects
• Developing alignment through a bottom up and top
down approach to improving the Customer Experience
Bonny Simi
Director of Customer Experience
JetBlue
OR Interactive Roundtable Discussions
After a busy morning of active listening, keynotes and networking,
take control of your own event experience. Don’t be shy! Ask
questions (or answer them!) of other conference attendees who are
dealing with the same challenges as you. After 40 minutes, when the
bell rings, move on to your second table for a repeat performance
with a fresh topic!
In the last 10-15 minutes, each roundtable facilitator will share the 3
take-aways from each discussion.
Benefits:
• Network with industry peers with very similar challenges, interests
and responsibilities
• Take a deep dive into a niche topic in an intimate and informal
setting moderated by a subject matter expert
• Don’t miss out on any discussions or learnings by staying for the
roundtable wrap ups at the end of the sessions
• Bonus - Leave Next Generation Customer Experience with 10 key
take-aways you can put into action as soon as you return to the
office
Topics:
Roundtable 1: Motivating And Empowering Employees To
Deliver Exceptional Experiences
Facilitator :
Jeff L. Anglin
Director of Customer Experience
Medtronic Diabetes
Roundtable 2: Social Media To Enhance The Customer
Experience
If you are interested in moderating this discussion, please contact
Kristin Paulick: kristin.paulick@wbresearch.com
Roundtable 3: Mobile Technology To Meet The Needs Of
Today’s On-The-Go Consumer
If you are interested in moderating this discussion, please contact
Kristin Paulick: kristin.paulick@wbresearch.com
Roundtable 4: Capturing And Interpreting Customer Feedback
To Spark Experience Innovation
Facilitator :
Julie Boston
Senior Manager, Customer Relations
Pier 1 Imports
Track B: Turn Customer Feedback Into Unrivaled
Customer Experiences
Mission Bicycle: The Solution To An Industry-Wide
Customer Experience Gap
Just a few years ago the customer experience in the biking
industry, especially in city biking, was poor to say the least.
What’s more, the existing bike industry supply chain allowed
for little control over the customer experience. Knowing this,
the founders of Mission Bicycle Company recognized this
customer experience gap and solved it by created a company
that transformed the supply chain and offered a unique and
personalized way to purchase city bicycles.
Zack Rosen
CEO
Mission Bicycle Company
Lead
Sponsor: 5
 Day Two Continued
2:15 How To Hire And Train Employees In A
Customer-Centric Organization
Regardless of your industry, delivering exceptional
customer experiences starts with exceptional employees.
Find out how Zappos hires and trains employees to align
with their core values and culture.
• Hire employees based on their personality and
enthusiasm for working with people
• Select employees who align with company culture and
team dynamics
• Improve employee morale and satisfaction by
developing their strengths and providing diverse, cross-
functional training opportunities
• Implement situational/role play exercises to optimize
employee-customer interactions
Candy Clay
Director, Customer Care
CVS Caremark
2:45 Networking And Refreshment Break
3:15 Empower Employees To Deliver Unparalleled
Customer Experiences
Once you have hired and trained customer-centric
employees, it is critical for you to empower them to
make decisions with the customer in mind. While the call
center environment is often structured and based on
efficiency, learn techniques to avoid this from being an
anchor. Inspire people to stretch their minds, think
outside the box, and take risks in your pursuit of a great
customer experience.
• Focus on employee happiness to create an optimal
customer experience
• Shape your culture with core values that are utilized
inside and outside the office
• Change the mindset to empower representatives while
removing fear of poop performance
• Provide employees with the tools they need to offer
the best possible customer experience
Maura Sullivan
Senior Manager, Customer Loyalty Team
Zappos CLT, Inc.
3:45 Gather Employee Feedback To Reveal
Customer Experience Gaps
All companies have different methods for assessing their
employees and interpreting the feedback they receive.
Find out how the most customer-focused companies are
using employee feedback to identify areas for
improvement in their customer experience across all
touch points.
• Net Promoter Score is not just for customers, how to
use NPS with your employees
• VoC is not just for your customers, how to capture
Voice of the Employee
• Methods for collecting transactional feedback as well
as employee engagement feedback
• How to overlay VoE and VoC to identify attributes that
bring the most lift to customer experience
Kelly Harper
Director, Brand and Customer Experience
BMO Financial
6 Call: 1.888.482.6012 or 1.646.200.7530 Fax: 1.646.200.7535 Email: CustomerExperience@wbresearch.com Visit: www.the-customer.com
Customer Feedback: The Key To Exceeding
Expectations At Every Touch Point
Methods for collecting customer feedback are constantly
changing and there is debate as to which methods are the most
effective. Learn the latest techniques for gathering customer
feedback and which approaches are most efficient, accurate and
undisruptive to the customer’s experience with your brand.
• An overview of quantitative and qualitative methods for
capturing customer feedback
• Insight into which customer feedback techniques to use and
when
• Determine the most important touch points for listening to
your customer
• How to really listen to your customer and unearth the broader
context of a customer’s life
Julie Boston
Senior Manager, Customer Relations
Pier 1 Imports
Employ Voice Of The Customer To Capture Unmet
Customer Experience Needs
Voice of the Customer (VoC) programs are present in almost
every organization’s ongoing customer experience analysis.
Discover new examples of how VoC has been deployed to solve
customer issues, deliver product insight, and identify new growth
opportunities. This session will walk you through trends in VoC
programs and how to conduct an efficient and telling customer
experience research.
• When is it appropriate to deploy VoC methods?
• Best practices for identifying target customers and selecting
which customers to contact for VoC research
• Ideas for better capturing customer needs through interviews,
contextual inquiries and ethnographic deep-dives
• Examples of how to use social media to monitor voice of the
customer
• Methods for aggregating social media conversations to
interpret customer needs
Kimberly Dunwoody
Director, Global Customer Experience Design Strategy
Western Union
Marketing To Women: Same Faces, New Places
Women make up 51% of the workforce and make 85% of family
decisions. This "Chief Financial Officer" of the home is key to your
marketing, and she's savvy about finding the best ways to maximize
her time while multitasking. How do you reach the various segments
of the women's market using social media, smart phones, traditional
and non-traditional methods? Are you selling to "women" as a
market or really taking a deep dive into the heart of what she wants,
her market segment, lifestyle, age, demographics? Are you being
"authentic" or is that just the latest catch phrase? Join us for an
interactive session on reaching women and discuss examples of
successful marketing and how to avoid the pitfalls and some of the
pratfalls.
Barbara Cerf
Corporate Vice President, Women’s Market
New York Life
Day Two Continued

4:30 Panel Discussion: Transform Your Internal
Structure To Create A Unified Customer
Experience For Today’s Cross-Channel Buyer
Cross-channel customers are no longer the exception,
they are the rule. Your customer interacts with your brand
across multiple touch points, and accesses product
information in a myriad of ways. Despite this fact, many
organizations continue to be siloed and communication
across channels remains limited.
How can you better align your customer channels and
communicate across functional areas to ensure a unified
customer experience?
• Understand how your channels connect and how your
customer interacts with each touch point
• Coordinate efforts across channels and make policies
and processes consistent
• Relay critical customer information and feedback
You Have Your Customer’s Feedback…Now What?
Most companies are no longer in need of customer data…In
fact; they often have so much data that it’s hard to know
what to do with it all. This session will help you to understand
your data: from where it originated to how to translate it into
actionable customer experience insight. Discover how to:
• Use the data to spark customer experience innovation and
new ideas that will surprise and delight your customer
• How to assess and interpret findings from solicited vs.
unsolicited feedback
• How to avoid data overload and misinterpretation
• Prioritize customer feedback and translate it into key action
items for different organizational teams
Tabitha Dunn
Director, Consumer Insights
Citrix Online

across all touch points

Panelists:
Janice Brown Michael Bray
Manager, Channel VP Customer
Experience and Management
Infrastructure Sprint
FedEx
Lawrel Demmert
Jeff L. Anglin Regional Human
Director of Customer Resources Director
Experience The Home Depot
Medtronic Diabetes Don’t miss out on over eight hours of networking!

5:10 Join Us For The Next Generation Customer Experience Cocktail Reception In The Exhibit Hall
After a busy day of solution-focused sessions, relax with fellow speakers and attendees. Take advantage of the
opportunity to network, share ideas off-line and check out new products and services from innovative customer
experience providers.

6:00 Conference Day Two Concludes

Conference Day Three Wednesday, May 25, 2011

7:30 Networking Breakfast actions are taken with the benefit of the customer in mind.
Hear how you can apply the principles of values-based
8:00 Re-cap Of Main Conference Day One By The decision making and servant leadership to improve
Conference Chair retention, word of mouth buzz and create powerful brand
advocates.
Curtis N. Bingham
Founder and Executive Director Vicky Stennes
Chief Customer Officer Council VP, Inflight Experience
JetBlue
8:15 Key Insights From The VP Think Tank
9:15 Creating The Ultimate Chocolate Experience That
8:30 Fueling Loyalty With A Mile High Customer- Inspires Passion For The Godiva Brand Around
Centric Culture The World
Over the decades, service and experience have taken a back Edward Jankowski
seat in the airline industry. JetBlue Airways has made it their SVP, GM, North America
mission to bring the long forgotten customer service back to Godiva Chocolatier
the business, but in a new, more relevant way. This mission
all starts with the infusion of a customer centric culture
across the organization—one where even operational

Lead
Sponsor: 7
 Day Three Continued
9:45 Keynote: Think Global: Customer Experience
Considerations With A Global Brand And
Customer Base
When your brand operates on a global level, you are
presented with a unique set of customer experience
challenges. Each region’s culture dictates different customer
behaviors and preferences. What’s more, communicating
core brand values and achieving consistent customer success
becomes exponentially more difficult with widespread global
offices.
Jay Topper
SVP, Customer Success
Rosetta Stone
10:15 Navigate Social Media: The Customer Experience
Game Changer
At this very moment, someone online is talking about your
brand. They may be providing a review of a recent purchase
on a site like Yelp, or telling their Twitter followers about a
recent in-store experience. DSW will discuss methods for
leveraging social media to monitor the pulse of their brand
and using unsolicited feedback and brand chatter to make
incremental changes to their customer experience.
• Evaluating where to start with social tools and which
efforts will have the greatest impact
• Methods for monitoring and interpreting social media
activity to gather insight about your current customer
experiences
• Debate who should be responsible for social media to be
sure that critical customer experience insight is
consistently captured
Kelly N. Cook
Vice President, Customer Strategy and Engagement
DSW
10:45 Networking And Refreshment Break
11:15 Industry-Focused Interactive Roundtable
Discussions
Select a table based on your focus in:
Roundtable 1: Retail/CPG
Moderator to be determined
Roundtable 2: Account based services
Moderator:
Kelly Harper
Director, Brand and Customer Experience
BMO Financial
Roundtable 3: Hospitality
Moderator:
Chris Brya
Director, Mobile and Emerging Channels
Choice Hotels
12:00 Luncheon
Visit us on the Blog
8 Call: 1.888.482.6012 or 1.646.200.7530 Fax: 1.646.200.7535 Email: CustomerExperience@wbresearch.com Visit: www.the-customer.com
1:00 Engage With Your Customers On Social Media To
Respond To Experience Delights And
Disappointments
The average American spends 421 minutes on Facebook per
month. So how can you take advantage of this time spend
on social media? Reach your customers where they already
are. This session will show you how to:
• Create an authentic social media presence for your brand
to establish consumer trust and loyalty
• Train your employees on how to engage on social media
to ensure that your customer-centric core values shine
through
• Integrate social media into your existing channels—
connect it to CRM, mobile, email, etc.
• Use social media customer feedback to create new
revenue streams
• Provide individual customer feedback that is helpful and
visible to other customers which will save time, money
and reflect positively on your brand
• Leverage the value of public and private customer
communities to capture customer insight
Pinny Gniwisch
Chief Motivational Officer
ice.com
1:30 Improve The Customer Experience Using Mobile
Technology
With ever growing mobile adoption rates, particularly smart
phone adoption rates, organizations must position their
brand in the mobile space in order to compete. This session
will show you how to take advantage of mobile technology
to improve the customer experience and connect this
channel with existing customer touch points.
• How to make your product site mobile and tablet friendly
for improved usability
• Examples of apps that provide product education and fun
branding opportunities
• Make use of location based product offers and education
to provide on-demand
• Methods for tracking the performance of mobile in
comparison with other customer channels
• Use of mobile to assist and add value to in-store purchase
decisions
• Connect mobile to other customer channels to create a
seamless experience
Chris Brya
Director, Mobile and Emerging Channels
Choice Hotels
2:00 Optimize The In-Store Experience To Meet The
Needs Of Today’s Empowered Consumer
Customers have more brand choices and more channels to
access brands than ever before. How can you differentiate
your brand and create an in-store experience that cannot be
found elsewhere? This session will walk you through one
company’s effort to rejuvenate its stores to better meet the
needs of its customers.
• Shift from a transaction-oriented retail model to a service-
oriented retail model
• Provide product information to augment the shopping
experience through the use of matrix bar codes
• Equip employees with handheld devices to bring extensive
product information to their fingertips
• Utilize mobile technology to provide customized, location
based product information
Day Three Continued
• How to take advantage of digital signage and kiosks to
deliver on demand product education
Dmitri Siegel
Executive Director, Customer Loyalty
Urban Outfitters (invited)
2:30 Networking And Refreshment Break
2:45 Service That Rocks
This interactive session is effectively designed to highlight
best practices to create, maintain or revolutionize a
company’s service culture. The end-result of everyone who
attends is to ultimately provide such unbelievable guest
obsession, that it demands for people to return or continue
utilizing your products. The visceral backdrop of Hard Rock
International will set the stage to allow you to get into the
memory-making business. The time allotted is chock-a-block
full of visual Power Point slides, out-of-the-box thinking,
book quotes, personal stories and an interactive handout for
some real “take aways”. If you are a fan of both irreverence
& unparalleled guest experience, come see what all the
noise is about…Creating unforgettable memories, all told
through the spirit of Rock ‘n Roll.
Jim Knight
Senior Director, Training and Development
Hard Rock International
3:30 Panel Discussion: Drive Customer Loyalty And
Build Brand Advocates Who Will Share Your
Customer Experience Story
More so than customer satisfaction, customer loyalty is closely
tied to customer retention, purchase behavior and brand
referrals. What are the best ways to measure customer loyalty?
Is NPS still the Holy Grail? Find out how leading companies are
measuring customer loyalty and using these measures to
identify high value customers and brand advocates.
• Determine how customer loyalty differs from customer
satisfaction?
• Deliver on your brand promise to build customer trust,
and in turn, loyalty
• New ideas for creating loyalty and making it easier to gain
and maintain repeat business
• Methods for identifying and rewarding brand advocates
and evangelists
Guy Dilger
Contributing Editor
Colloquy
Michael Sachs
General Manager, CRM and Owner Loyalty
Volkswagen of America
“Absolutely had the time of my life not only speaking and being a part of the panel but also in meeting
so many good people in the industry who all had wonderful ideas to share.”
-Lee Bissonnette, SVP, Direct-to-Consumer, FAO Schwarz (eTail West attendee)
4:00 Keynote: Going From Last To First The Evolution
Of The Sprint Customer Experience
In 2007 Sprint found itself in the precarious position of
trailing its wireless competitors in customer satisfaction and
having a brand that suffered an identity crisis.
With a renewed focus on innovation and a relentless focus
on improving customer experiences, Sprint is now back in
the hunt and is a bona fide contender in the race for best
overall wireless customer satisfaction.
According to the American Customer Satisfaction Index (ACSI)
Customer satisfaction with wireless telephone service sets a
new all-time high for the second consecutive year (in 2010),
rising 4% to 72. With wireless looking to be the future of
telephone service, providers are ramping up efforts to provide
new services, simplified usage plans and better pricing.
In the ACSI survey, Sprint achieved the largest improvement
of any company across all industries, in customer
satisfaction, over the last two years. Only one time, six years
prior, has any company improved as much as Sprint in a two
year period, in the 16-year history of the survey.
Other third party studies are verifying Sprint’s rising leadership
in call satisfaction. In the January 2011 National Customer
Service Survey from Vocalabs, Sprint made impressive gains in
phone-based customer service in 2010 and now leads all
national wireless competitors across several key metrics,
including call satisfaction and first call resolution.
Hear how Sprint was able to quickly capture the “most
improved” award in the wireless industry and its goal of
becoming the leader in overall wireless satisfaction.
Mike Bray
VP, Customer Management
Sprint
4:30 Closing Remarks: What Is Your Customer
Experience End Game?
What’s next for your customer experience initiatives? What
is your ultimate goal as a customer experience exec? Are you
looking to fix existing gaps in the customer experience and
create steady state growth? Or, are you hoping to develop
new, break-through experiential design? Discuss the future
of your role and your initiatives and what might be the next
customer experience game changer.
4:45 Conclusion Of Next Generation Customer
Experience. See You Next Year!
Lead
Sponsor: 9
 About Our Sponsor
As the leader in customer satisfaction measurement, ForeSee Results captures and analyzes voice of
customer data to help organizations increase loyalty, recommendations and marketing value. Using a
patented, scientific methodology developed at the University of Michigan, ForeSee Results identifies
improvements across all channels and touch points that drive customer satisfaction. With over 55 million
survey responses collected to date and benchmarks across dozens of industries, ForeSee Results offers
unparalleled expertise in customer satisfaction measurement and management around the globe.
ForeSee Results can be found online at www.ForeSeeResults.com.

About Our Media Partners

The Chief Marketing Officer (CMO) Council is
dedicated to high-level knowledge exchange, thought
leadership and personal relationship building among
senior corporate marketing leaders and brand decision-makers across
a wide-range of global industries. The CMO Council's 6,000
members control more than $200 billion in aggregated annual
marketing expenditures and run complex, distributed marketing and
sales operations worldwide. In total, the CMO Council and its
strategic interest communities include over 12,000 global executives
across 100 countries in multiple industries, segments and markets.
Regional chapters and advisory boards are active in the Americas,
Europe, Asia Pacific, Middle East, India, and Africa.
www.cmocouncil.org
The Chief Customer Officer Council is the
first of its kind -- a member-led peer-advisory
network offering unparalleled insight into the
critical issues facing CCOs. It was created to provide a safe
environment where CCOs can share ideas, concerns, and build best
practices that well help them, their companies, and especially their
customers succeed. The Council's goals include establishing the CCO
role within the highest levels of the corporate hierarchy, helping
members drive more profitable customer behavior, creating a
customer-centric culture, and driving more sustainable business
results. The Council includes CCOs from diverse industries,
purposefully cross-pollinated with the most forward-thinking
companies, large and small. Thus, the Council can be one of your
greatest sources of career advancement and innovation.
COLLOQUY® comprises a collection of
publishing, education and research resources
devoted to the global loyalty-marketing industry. Owned by
LoyaltyOne, COLLOQUY has served the loyalty-marketing industry
since 1990 with over 40,000 global subscribers to its magazine and
www.colloquy.com the most comprehensive loyalty web site in the
world. COLLOQUY’s research division develops research studies and
white papers including industry-specific reports, sizing studies and
insights into the drivers of consumer behavior.
Electronic Retailer magazine is the number 1
multi-channel marketing magazine in the direct
response marketing industry. Distributed to over 60,000 readers
worldwide, Electronic Retailer highlights everything you need to
know to gain that added edge in today's highly competitive
marketplace. Electronic Retailer magazine offers exclusive research,
exclusive columnists; news on market trends and industry events, as
well as feature articles on industry leaders. Electronic Retailer is your
premier resource for successful marketing through television, the
internet, radio, mobile and social networking.
eM+C is a website and e-newsletters (All About
eMail, eM+C Weekly) dedicated to e-marketing and
commerce. We offer extensive coverage of every
facet of e-marketing and commerce, including search engine
marketing and optimization; database marketing and analytics; e-
mail, video, viral marketing; social networking; behavioral targeting;
and Web analytics and optimization, among a host of other
strategies. We also produce virtual trade shows, webinars and
whitepapers. The main goal of eM+C is to provide actionable,
strategic information for marketers that they can use to reach more
people and serve them better, to market more effectively, and to
increase revenue — all online.
RetailWire is the retail industry's premier online
discussion forum. RetailWire goes beyond
conventional headline news reporting. Each business morning,
RetailWire editors pick news topics worthy of commentary by its
"BrainTrust" panel of industry experts, and the general RetailWire
membership. The results are virtual round tables of industry opinion
and advice covering key dynamics and issues affecting the retailing
industry.
RetailWire membership is free to all qualified retail industry
professionals. Over two-thirds of members are in top executive or
senior management positions, representing a broad cross section of
retail channels and the companies that supply them. RetailWire is
supported via sponsorships by leading retail suppliers and service
organizations.
Retail Online Integration is the practical,
information-packed publication devoted to helping
online merchants, catalogers, retailers and brand marketers tackle
industry challenges and discover the opportunities to grow their
business in new and profi table ways with in-depth, practical and
applicable information, proven advice from experts and must-read
case studies.

10 Call: 1.888.482.6012 or 1.646.200.7530 Fax: 1.646.200.7535 Email: CustomerExperience@wbresearch.com Visit: www.the-customer.com

Registration Information
Qualified Customer
Experience Executives*
Register and
Pay In Full By
Register and
Pay In Full By Full Price
Here are the top 5 reasons Next Gen
March 31, 2011 April 28, 2011 Customer Experience is the place to
Three Day Conference $1,599.00 $1699.00 $1,799.00 invest your marketing dollars:
1. Full exposure to over 150 qualified
Conference Pricing Register and Register and Full Price conference attendees comprised of senior level
for Groups of 3+ for qualified Pay In Full By Pay In Full By executives responsible for their company’s
customer experience executives March 31, 2011 April 29, 2011 customer experience strategy: you gain direct
Three Day Conference $1349.25 $1439.20 $1529.15 access to the senior decision makers leading the
way in service and support.
To secure space for your team, contact Bill Penney at 1-866-691-7771 or bpenney@wbresearch.com
2. Extensive networking opportunities, allowing
for face to face customer contact and one to one
Other** Full Price
meetings.
Three Day Conference $2299.00
3. Tailor-made sponsorship packages enable you
to competitively position your company the way
Disclaimer
*Please note a qualified customer experience executive is NOT: A service provider to retailers you want.
- Including, but not limited to software vendors, technology vendors, solution providers, 4. Opportunity to promote your brand and align it
consultants or companies with primary revenues resulting from these other areas.
with the other industry leaders participating in the
Worldwide Business Research reserves the right to enforce the rate for non-manufacturers.
No two discounts or offers may be combined. Team Discounts do not apply to sponsoring or conference.
exhibiting companies. Fee includes continental breakfast, lunch, cocktail receptions and 5. Increased flow of traffic through the solutions
conference documentation. Please note that Connecticut residents must add 6% sales tax zone during breakfast, coffee breaks and receptions.
to their registration fee. To register, you can call 1-888-482-6012 or 646-200-7530 register
online at www.the-customer.com

**Other includes any service provider to customer experience executives - Solution Sponsorship and exhibiting
Providers, Consultants, or any third party vendors that partner with or provide customer
experience services to retailers. Worldwide Business Research reserves the right to enforce opportunities are extremely
the rate for non-retailers limited!
All discounts are taken off the full conference price. No two discounts or offers can be Contact Jonathan Ross at 646-200-7496
combined. Payment is due in full at the time of registration. Your registration will not be
confirmed until payment is received and may be subject to cancellation or Jonathan.Ross@wbresearch.com immediately.

WBR CANCELLATION, POSTPONEMENT
AND SUBSTITUTION POLICY: You may
substitute delegates at any time. WBR does
not provide refunds for cancellations. Any
cancellations received in writing not less than
eight (8) days prior to the conference, you will
receive a 90% credit to be used at another
WBR conference which must occur within one
year from the date of issuance of such credit.
An administration fee of 10% of the contract
fee will be retained by WBR for all permitted
cancellations. No credit will be issued for any
cancellations occurring within seven (7) days
(inclusive) of the conference. In the event that
WBR cancels an event, delegate payments at
the date of cancellation will be credited to a
future WBR event. This credit will be available
for up to one year from the date of issuance.
In the event that WBR postpones an event,
delegate payments at the postponement date
will be credited towards the rescheduled date.
If the delegate is unable to attend the
rescheduled event, the delegate will receive a
100% credit representing payments made
towards a future WBR event. This credit will
be available for up to one year from the date
of issuance. No refunds will be available for
cancellations or postponements. WBR is not
responsible for any loss or damage as a result
of a substitution, alteration, cancellation, or
postponement of an event. WBR shall
assume no liability whatsoever if this event is
altered, rescheduled, postponed or cancelled
due to a fortuitous event, unforeseen
occurrence or any other event that renders
performance of this conference inadvisable,
illegal, impracticable or impossible. For
purposes of this clause, a fortuitous event
shall include, but shall not be limited to: an
Act of God; governmental restrictions and/or
regulations; war or apparent act of war;
terrorism or apparent act of terrorism;
disaster; civil disorder, disturbance, and/or
riots; curtailment, suspension, and/or
restriction on transportation facilities/means
of transportation; or any other emergency.
Hotel Information
Hyatt Regency Century Plaza
2025 Avenue of the Stars,
Los Angeles, California, USA 90067
Tel: +1 310 228 1234
http://www.centuryplaza.hyatt.com/
hyatt/hotels/index.jsp
Hotel Overview
Surround yourself with contemporary glamour and style at
the Hyatt Regency Century Plaza. Perfectly situated on the
fashionable West Side, adjacent to Beverly Hills, this
elegant West Los Angeles luxury hotel offers easy access to
all the sights of this vibrant city. Set on seven lush acres,
with 726 spacious and recently-renovated guestrooms, the
world-class Equinox spa and fitness center and state-of-
the-art meeting and event facilities, this hotel near Beverly
Hills is a welcome retreat in the midst of the city.
Room Rate Information
Attendees of Next Generation Customer Experience have a
special rate of $189.00 at the Hyatt Regency Century
Plaza. To receive this rate, attendees should call 1-310-
228-1234 or 800-233-1234 and identify themselves as a
Customer Experience Delegate so they can receive the
special rate by 4/29/2011. After this date, the rate or
availability cannot be guaranteed.
For every registration received for Next
Generation Customer Experience, WBR
will donate a portion of the
registration fee to Smile Train. For
more information about WBR’s
involvement with Smile Train, please
visit www.the-customer.com.
Lead
Sponsor: 11
 May 23-25, 2011 WBR
Hyatt Regency Century Plaza
535 Fifth Avenue, 8th Floor
Los Angeles, California
www.the-customer.com New York, NY 10017

I would like registration package: (please see pricing on page 11)

Five Easy Ways To Register
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EMAIL CustomerExperience@wbresearch.com
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Brought to you by the creators of

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Why Attend?
•

•
immediately
away with strategies you can implement
More real world case studies ensuring you walk
discussions
VP Think Tank and interactive roundtable
Participate in strategic idea exchange during the
customer experience event
percentage of retail compared to any other
speaking companies, including the highest
Rub elbows with the most diverse group of
VP level or above
innovation—over 50% of the speaking faculty is
Big picture thinking to spark customer experience

Profit From Groundbreaking Customer

May 23-25, 2011 | Hyatt Regency Century Plaza
Experience Strategies
www.the-customer.com
Los Angeles, California
In Partnership With:
Organized by:
Join Us

Register by March 31, 2011

Companies
2011 Speaking

and receive $200 off*

*customer experience
executives only

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This user friendly format allows you to:
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without leaving the office.
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and trends in your industry.
Now you can share what you learnt at
Next Generation Customer Experience, with your
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as you want.
And if you attend Next Generation Customer
Experience, this Conference CD-ROM set is
only $250! (That’s a $580 value!)
VIP Package: $250
(Select any package to attend the event
and for an additional $250 get the
conference CD ROM*)
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after event date for shipping.