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Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You MeetRon Kaufman, Founder & Chairman, UP! Your Service Download
Our Integrated Approach to Delivering on the Customer PromiseStu Reed, President, Home Services, Sears Holdings Download
Leveraging Analytics in Customer Experience: A Path to Profitable RelationshipsBrad Smith, Vice President, Global Support Experience, Yahoo Download
Avoiding Commoditization: Leveraging Data to Infuse New Product & Service InnovationLarry Wash, President, Global Services, Thermo King and Trane (Ingersoll Rand) Download
Service Automation: Automating the New NetworkBrad Kashani, Senior Vice President, Worldwide Customer Service, Juniper Networks Download
Culture is Service: Aligning Employee Engagement with Customer EngagementVicky Stennes, Vice President, Inflight Experience, JetBlue Airways Download
Innovation in Customer ExperienceGrace E.M. Cowan, Senior Vice President, Customer Experience, Waste Management Download
Service Transformation ManagementBob Johnson, Chief Service and Information Technology Officer Download
Global Customer Centricity: Engagement RulesJay Topper, Senior Vice President, Customer Success, Rosetta Stone Download
Service Chain Transformation: The Service Life Cycle Management Maturity ModelWill McNeill, Research Analyst, Gartner Download
Service Optimization: Best Business PracticesJames Mylett, VP & GM Field & Business Operations Service NA, Johnson Controls DownloadoverviewThe Service CouncilTM presented its annual Smarter Services Executive Symposium in Chicago, May 1 and 2, 2012. The Symposium provided an invaluable opportunity to network with Field Service, Customer Service, and Customer Experience executives in an environment conducive to creating and advancing executive-level relationships. The Smarter Services Symposium emphasizes a case-study driven approach and is organized around a combination of workshops, roundtable discussions and presentations, creating an experiential learning environment.
keynote speakerPresentation Example
 
About Ron Kaufman speakers & moderators
sponsors
The 2012 Executive Symposium agenda can be reviewed below and downloaded here. agendaarrival - April 30th, 2012day 1 - May 1st, 20127:00am-8:00am Breakfast and Registration (Networking and Sponsors Area Open)8:00am-8:10am Opening Remarks - Smarter Services™Speaker - John Carroll, President & Founder of The Service Council™
8:10am-9:00am Keynote Presentation: "The Smarter Way To An Uplifting Service Culture"Keynote Speaker - Ron Kaufman (Author, Educator and Motivator)
9:00am-9:45am "Our Integrated Approach to Delivering on the Customer Promise"Speaker - Stu Reed, President of Sears Holdings Corporations, Home Services
9:45am-10:15am Coffee Break (Networking and Sponsors Area Open)10:15-11:00am "Leveraging Analytics In Customer Experience: A Path to Profitable Relationships"Speaker - Brad Smith, VP of Global Support Experience at Yahoo!
11:00am-11:45am "Avoiding Commoditization: Leveraging Data to Infuse New Product and Service Innovation"Speaker - Larry Wash President, Global Services at Ingersoll Rand
11:45am-12:45pm Lunch Break (Networking and Sponsors Area Open)12:45pm-1:15pm "Maintaining A Customer Support Automation Network"Speaker - Brad Kashani, SVP of Worldwide Customer Service at Juniper Networks
1:15pm-1:45pm "The Impact of Employee Engagement on Customer Service on Service Revenues"Speaker - Vicky Stennes, VP of Inflight Experience at JetBlue Airways
1:45pm-2:15pm "3001: A Service Odyssey"Speaker - Bill Pollock, Chief Research Officer at The Service Council™
2:15pm-3:00pm Round Table Discussions3:00pm-3:30pm Coffee Break (Networking and Sponsors Area Open)3:30pm-4:15pm Round Table Discussions4:15pm-5:15pm "Sustainable Service"Speaker - Grace Cowan, SVP of Customer Experience at Waste Management, Inc.
5:15pm-5:20pm Closing RemarksSpeaker - John Carroll, President & Founder of The Service Council™
5:30pm-7:00pm Cocktail Reception (Networking and Sponsors Area Open)day 1 - roundtable discussionsThe Service Council™ has organized the afternoon of Day 1 to feature co-moderated round table discussions, enabling an interactive environment to not only hear from leading Executives from service-centric organizations, but to also engage with and test the strategies presented. The interactive sessions are designed to infuse an experiential learning environment, enabling relationship development amongst your peers and the ability to capture key takeaways in an intimate setting. Round Table #1 Ron Kaufman at UP! Your Service - Official Education Partner of TSC™Up! Your Service: "Aligning the Building Blocks of Service Culture"Round Table #2 Brad Smith, VP of Global Support Experience at Yahoo!SAP: "Service Excellence in the Social Era"Round Table #3 Jamie Morin, SVP of Service Operations at Wright ExpressTopic: "Enchanting Voice of Customer Intelligence with Call Recording and Speech Analytics"Round Table #4 William McNeill, Research Analyst at GartnerPTC: "The Service Life Cycle Management Maturity Model"Round Table #5 Andrew Gallan, Assistant Prof. at Case Western Reserve U & Research Faculty at ASU, Center For Services LeadershipTopic: "Understanding Customer Failures"Round Table #6 Larry Wash, President of Global Services at Ingersoll RandField Solutions: "Talent Acquisition Lifecycle: Acquisition, Retention, Succession, or Outsource?"Round Table #7 Cary Chapman, National Service Manager at Mettler ToledoField Technologies: "Mobile Workforce Management"Round Table #8 Thomas Schlick, VP of Global Service at ACCO Brands & Tim Saur, Co-CEO and SVP of Durst Phototechnik AG AmericasServiceSource: "Service Revenue"Round Table #9 John Hamilton, President of ServiceStrategiesServiceStrategies: "The Cost Of Knowledge Management"Round Table #10 James Mylett, VP & GM Field & Business Operations Service NA at Johnson ControlsTopic: "Employee Engagement: Managing A Distributed Workforce"Round Table #11 Vicky Stennes, VP of Inflight Experience at JetBlue AirwaysTopic: "Service Culture, Its Impact On Service Profitability"Round Table #12 Sudipto Ghosh, Chief Customer Support Officer at Acer IndiaRenova Technology: "Emerging Geographies: Establishing a Service Business Globally"Round Table #13 Tim Spencer, Vice President of Customer Experience at WMS GamingTopic: "New Product Introduction and Field Readiness"Round Table #14 Hal Kolp, VP of Information Technology at Source Refrigeration & HVACIFS - 360 Technologies: "Advanced Scheduling"Round Table #15 Bernie Schaeffer, VP of Service at Motorola and Larry Maye, COO at Precision CameraDEX Systems: "Returns, Repair and Refurbishment"Round Table #16 Mike Landry, President North America, BarkawiStratix Corporation: "Key Performance Metrics"Round Table #17 Denise Grubb, Vice President of Service Operations at Farmers InsuranceServicePower: "Get Back to Where You Belong: Profitable Service"Round Table #18 TBDServiceMax: TBDRound Table #19 Mike Flannagan, Director Product Management, Cisco Remote Management ServicesThingWorx: "The Future of Remote Services"Round Table #20 TBDN.E.W., ServiceBench: "Using Warranty and Service Data to Drive Improvements in Service Delivery through Active Analytics?"Round Table #21 TBDFlash Global Logistics: TBDday 2 - May 2nd, 20127:00am-8:00am Breakfast and Registration (Networking and Sponsors Area Open)8:00am-8:10am Opening RemarksSpeaker - John Carroll, President & Founder of The Service Council™
8:10am-9:00am "Service Transformation Management"Keynote Speaker - Bob Johnson, Chief Service and Information Technology Officer at Sprint
9:00am-9:45am "Bonjour! ¡Hola!, Konnichiwa!": Making Your Customers Say, "You Had Me at Hello"Speaker - Jay Topper, SVP of Customer Success at Rosetta Stone
9:45am-10:15am Coffee Break (Networking and Sponsors Area Open)10:15-11:00am "The Service Lifecycle Management Maturity Model"Speaker - William McNeill, Research Analyst at Gartner
11:00am-11:45am Get Back Where You Belong: Profitable ServiceSpeaker - Denise Grubb, Vice President of Service at Farmers Insurance
11:45am-12:30pm Field Service OptimizationSpeaker - James Mylett, VP & GM Field and Business Operations Service NA at Johnson Controls
12:30pm-12:35pm Closing RemarksSpeaker - John Carroll, President & Founder of The Service Council™
12:35pm-1:30pm Lunch Break (Networking and Sponsors Area Open)speakers & moderators
The following companies sponsored the inaugural Smarter Services Executive symposium. sponsors
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