ForeSee 2011 Summit Agenda

6:00 - 8:00 pm Welcome Reception and Registration at the Dahlmann Campus Inn

7:30 am           Breakfast with Satisfaction Research Analysts
7:30 am           Registration (open all day)
8:45 am           Welcome & Keynote

                        Managing Forward
                        Learn how ForeSee is expanding our capabilities to help clients manage the customer experience 
                        across multiple touch points to gain greater insight into customer relationships.
                        Speaker: Larry Freed, President & CEO, ForeSee 

 

                        StubHub Case Study
                        NPS, Customer Satisfaction and Financial Results
                        StubHub applies satisfaction analytics to guide strategic improvements for managing
                        NPS (Net Promoter Score), driving higher levels of customer satisfaction, and increasing
                        revenue, and profitability.
                        Speaker: Chris Tsakalakis, President, StubHub

10:30 am         Break

                        Panel Discussion: Cross Channel Measurement of the Customer Experience
                        Panelists discuss the merits of using a consistent metric for measuring the customer
                        experience across channels and key segments to help keep the entire organization focused
                        on the customer.
                        Panelists: Christopher Daniels, Customer Insights Senior Manager, StubHub;
                        Lori Inuzuka, DVP, Eddie Bauer

12:15 pm        Lunch

1:15 pm          Samsung Case Study
                       Measuring the Financial Impact of the Digital Channel
                       By measuring satisfaction with the shopping journey and support experience online,
                       Samsung quantifies the financial impact of the digital channel to support funding for
                       the digital marketing team and new mobile initiatives.
                       Speaker: Laurie Kuhn, Manager of Digital Analytics, Samsung

                       Understanding Customer Segments
                       Satisfaction Insight Reviews for Every Occasion
                       Satisfaction Insight Reviews can help you gain deeper insights for increasing
                       key audiences’ engagement and track performance.

2:15 pm          Break

2:45 pm          Freshman Track               
                       The Predictive Power of the American Customer Satisfaction Index (ACSI)

2:45 pm          Senior Track
                       Prioritizing Customer Experience Initiatives Across the Organization
                       Speaker: Usha Gupta, Director of Strategy, Satisfaction and Standards, AT&T

3:20 pm          Freshman Track
                       Strong Start: Analysis to Action
                       Speakers:  Belinda Baldwin, Director of Audience Development, Belo

3:20 pm          Senior Track
                       Integrating Customer Data: Strategy and Practice
                       Speaker:  Adam Greco, Sr. Partner, Web Analytics Demystified
                       Panelists to be announced

4:20 pm          Roundtable Discussions
                       Join informal discussions anchored by clients from a variety of industries (e.g., retail,
                       financial services, government/non-profit, consumer products, and healthcare) and topics
                       (e.g., social media, mobile).  SessionReplay demos and Usability Services appointments
                       are also available.

7:30 pm          Homecoming Dinner

8:00 am         Registration/Continental Breakfast

9:00 am         Measuring the Customer Experience in Emerging Touch Points
                      What the evolution and expansion of customer touch points to mobile and social media means
                      for measuring the customer experience.

                      Mobile Panel
                      What consumers expect and think of the mobile experience
                      Clients share their mobile initiatives and how measuring satisfaction helps them optimize
                      this emerging channel.
                      Panelists: Christopher Daniels Customer Insights Senior Manager, StubHub,
                      Simon Austin, Manager, Digital Analytics, RIM

                      Forbes Case Study
                      Comparing Customer Experience with Print and Digital Content
                      Forbes keeps the pulse of the customer as they migrate online, while striving to balance
                      the needs and expectations of its iconic magazine’s customers.
                      Speaker: Bruce Rogers, Chief Insights Officer, Forbes

10:30 am       Break

10:50 am       British Airways Case Study
                      Diagnosing Problems and Documenting Solutions with CS SessionReplay              
                      Adding observation to satisfaction analysis speeds up understanding, activation of resources,
                      and improvement initiatives that have financial impact.
                      Speaker: Nick Gassman, Manager, User Experience and Design British Airways

                      Sears Canada Case Study
                      Turning Customer Intelligence into Strategic Marketing Action
                      Understanding how customer intent, behavior, and expectations vary by product category
                      helped Sears.ca build a business case for a category-level site redesign and  justify the
                      shift of marketing spend from traditional to online media efforts.
                      Speaker: Ben Reynolds, Director, Online Promotions and Analytics Sears Canada

12:00 pm       Lunch

1:15 pm         American Institute of Architects Case Study
                      Managing through Change
                      Associations have many masters: executive management, board members, local chapters,
                      and the membership. Hear how AIA keeps everyone focused on the most important
                      asset - the members - and addresses the needs of multiple stakeholders through the website.
                      Speaker: Kevin Novak, VP of Integrated Web Strategy and Technology,
                      American Institute of Architects

1:45 pm         Panel Discussion
                      Clients and Agencies: Coordinated Focus on the Customer
                      Clients and agencies share examples of how they found common ground, built compelling
                      business cases, and achieved greater success with customer satisfaction data.
                      Panelists to be announced

2:30 pm         Wrap Up/Q&A
                      Larry Freed, ForeSee

3:00 pm         Conclusion of Conference/Informal Networking