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April 28 – 29, 2008 ·
Silverado Resort, Napa, California
Many thanks to all of you who were able to join us in Napa for the
annual Loyalty conference, and a special thank you to our presenters for
helping to make it a memorable experience. Below you will find links to
the presentations that we are authorized to share. We hope that you will
be able to take some of the information you learned at the conference and
apply it to your own organizations. Please feel free to contact us with
any questions, and look for more communications from us later this year as
we plan for the 2009 Loyalty conference.
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Day 1: MONDAY APRIL 28, 2008 |
| 8:30 – 9:15 |
OPENING KEYNOTE
The Journey from Naïve to Natural
Colin Shaw, CEO, Beyond Philosophy
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| 9:15 – 10:00 |
THOUGHT LEADERSHIP
The Emotional and Rational Side of Customer Relationships
Joan Fredericks, SVP, Director of Advanced Methodology, Harris
Interactive Loyalty, & Richard Goosey, SVP Marketing
Sciences & Methodology, Harris Interactive Europe
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| 10:15 – 11:00 |
CASE STUDY PRESENTATION
Company: Emerson Process Management
Migrating from Satisfaction to Commitment
Judy Buckingham, Manager, Customer Research, Emerson
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| 11:00 – 11:45 |
CASE STUDY PRESENTATION
Company: Corporate Research International *
Enhancing Customer Experience Management with Mystery
Shopping
Mike Mallett, CEO, & Brad Holdgreve, VP, Sales, CRI
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| 11:45 – 12:30 |
CASE STUDY PRESENTATION
What’s the Payoff? Why Loyalty Matters—Lessons from the
Financial Services Industry
Robert Hart, PhD, VP, Director of Complexity Science,
& Howard Lax, PhD, VP, Senior Consultant, Harris
Interactive
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| 1:15 – 2:45 |
CASE STUDY PRESENTATION
Company: Hewlett-Packard
A Comprehensive System to Integrate Customer Intelligence
Nancy Bray, Customer Insights Manager, &
John Najarian,
TCE Research Manager, Hewlett-Packard
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| 2:45 – 3:30 |
CASE STUDY PRESENTATION
Patient & Physician Commitment in the Healthcare Industry
Michael Lowenstein, PhD CMC, VP, Senior Consultant, Harris
Interactive Loyalty, & John Clark, SVP, Healthcare
Research, Harris Interactive
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| 3:45 – 4:30 |
CASE STUDY PRESENTATION
Company: Level 3
Redesigning Your Touchpoints from a Customer Perspective
Corey Livingston, Sr. Director, Marketing Operations, Level 3
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| 4:30 – 5:15 |
CASE STUDY PRESENTATION
Linking Employee Commitment to Customer Loyalty
Jim Heisler, PhD, SVP, Director of Consulting, Harris
Interactive Loyalty
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Day 2: TUESDAY APRIL 29, 2008 |
| 8:30 – 9:15 |
KEYNOTE
The Customer-Centric Journey: Getting the Pay Off For You and Your
Customers
Bob Thompson, CEO, Customer Think
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| 9:15 – 10:00 |
CASE STUDY PRESENTATION
Company: Exclusive Resorts *
Managing the Customer Experience in the Luxury Vacation Market
Matt Garrett, VP, Market Intelligence, Exclusive Resorts
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| 10:15 – 11:00 |
CASE STUDY PRESENTATION
Company: TELUS Business Solutions *
Engaging Internal Stakeholders
Krista Sheridan, Business Solutions Marketing, TELUS, & Ron
Hurd, VP, Senior Consultant, Harris Interactive Loyalty
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| 11:00 – 11:45 |
CASE STUDY PRESENTATION
Company: PAETEC
Make Your Clients Your Business
Jack Baron, President, Advanced Solutions Group, PAETEC
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| 11:45 – 12:30 |
CASE STUDY PRESENTATION
Company: Sun Microsystems, Inc.
Building Relationships with Key Stakeholders: Strategic Accounts and
Channel Partners
Hernando Gonzalez, PhD, Senior Manager, Corporate Marketing
Research, Sun, & Venu Reddy, Harris Interactive Asia
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| 1:30 – 2:15 |
CASE STUDY PRESENTATION
Company: Del Monte Foods
Addressing Commitment in a Segmented Consumer Market
Gala Amoroso, Sr Consumer Insights Manager, Del Monte, & David
Smallen, SVP, Senior Methodologist, Harris Interactive
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| 2:15 – 3:00 |
THOUGHT LEADERSHIP
Not All Customers Are Equal: Managing Churn Profitably
Ron Hurd, VP, Senior Consultant, Harris Interactive Loyalty
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* Presentation is not available for distribution. Please contact
Heather Campo with any questions at hcampo@harrisinteractive.com
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