The 5 th Customer Experience Summit

1. The 5th Customer Experience Summit May 20 – 22, 2013 New Orleans, Louisiana Meet Our Speakers

2. Erik Eaker Erik Eaker leads Humana’s Group Segment Experience Practice and is responsible for the end-to-end experience of brokers, employers and members across the full-suite of Humana’s health and productivity solutions. Prior to this role, he served as Chief of Consumer Experience for Humana Vitality, a comprehensive wellness solution focused on physical activity, education, screenings, tobacco cessation and nutrition.Erik has served Humana overseas, living five years in London, England consulting with England’s Department of Health, directing international business development activities throughout Europe, South America, the Middle East and Asia, and serving as Humana Europe’s Operations Director where he oversaw the delivery of commissioning knowledge, tools and program management capabilities to Humana Europe’s NHS customers in England.  After beginning his career at Blue Cross Blue Shield of North Carolina in 1997, Erik was recruited by Humana’s Chief Innovation Officer in 2000 to spearhead the design and implementation of a new e-enabled, consumer-centric care strategy. Erik received his MHA and BSPH from the University of North Carolina at Chapel Hill's School of Public Health and served as a U.S. Peace Corps volunteer in the Philippines. Director, Group Segment Experience Practice Humana, Inc.

3. Patricia Ballantyne Patricia Ballantyne is Vice President of Customer Experience at Knowledge First Financial, one of Canada’s leading providers of education savings plans. After graduating with a Bachelor of Arts in Psychology from the University of Western Ontario, Patricia worked briefly in social services. After moving to Toronto, Ontario, Patricia worked for a then ‘start up’ cellular phone business (now Rogers Communications) and discovered her passion for making a positive impact on the customer experience. Patricia spent the first half of her career in telecommunications before moving to financial services. Over the course of her 20-plus year career in customer service, she worked in all facets of operations including customer retention, budgeting and reporting, back office and front office support in both in house and outsourced environments. In her current role, Patricia has made a measurable, positive impact on the customer experience by leading improvement initiatives that have transformed ‘customer service’ from being an issue for the organization to one the adds value to customer interactions, improved customer retention year over year, achieved Top Tier customer satisfaction ratings, mapped the end to end customer experience and improved key customer touch points across the customer lifecycle and increased KPIs on vendor performance. For nearly 50 years, Knowledge First Financial* has helped thousands of Canadian families make post-secondary education possible for their children. As of April 30, 2012 Knowledge First Financial has $3.2 billion in assets under management, and had paid out $2.5 billion to subscribers and students. Vice President, Customer Experience Knowledge First Financial

4. Joe Wheeler Joe Wheeler is the Executive Director of The Service Profit Chain Institute, a Boston-based consulting firm dedicated to helping our clients succeed by connecting the links between employees, customers and profits. The company was founded by Mr. Wheeler and Professors James Heskett and W. Earl Sasser of the Harvard Business School. In 2008, Mr. Wheeler co-authored the book: The Ownership Quotient, Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage (HBS Press Dec 2008) with Professors’ Heskett and Sasser. Prior to launching The Service Profit Chain Institute, Mr. Wheeler was the Quality and Productivity Executive for Bank of America. Before that, he was an Executive Vice President with The Forum Corporation where he managed the firm's Customer Experience Consulting Practice and co-authored a best-selling book on the subject, Managing the Customer Experience – Turning Customers into Advocates (FT Prentice-Hall 2002). Mr. Wheeler completed his Master’s in Business Administration at the Edinburgh Business School. Executive Director The Service Profit Chain Institute

5. Kelly Harper Kelly Harper is Director of Customer Experience Learning for BMO Financial Group – a newly created role within the BMO Institute for Learning. Kelly is accountable to embed Customer Experience into enterprise learning and development and foster a culture of customer experience innovation. Prior to her current role she was Director of Brand & Customer Experience; an enterprise role accountable, from a CE perspective, to drive and implement strategy to build a unique customer experience and champion this across the broader organization; and, from a brand perspective, accountable to develop and manage the ongoing implementation of a clear and articulated best-in-class brand strategy. Kelly has been at the forefront of Customer Experience at BMO since the launch of their vision “to be the Bank that defines great customer experience” in 2008. She describes herself as the resident “Customer Experience evangelist, coach and quarterback” - working with lines of business and Corporate Groups to help strengthen their connection to the customer and reengineer experiences that are valued by the customer and valuable to the organization. Kelly joined BMO Financial group in October of 1997 and has held various roles within Marketing. She spent the first 11 years at BMO as part of the Wealth Management Marketing team, before joining Corporate Marketing in 2008 with the re-launch of the BMO brand. Kelly holds has a Bachelor of Commerce and Masters of Management Studies, both from Carleton University in Ottawa, Ontario. Director of Customer Experience Learning BMO Financial Group

6. Dann Allen Dann Allen is a Customer Experience leader with a passion for shaping how organizations interact with their customers. For more than 10 years, he has led cross-functional programs and managed internal functions to deliver dramatic improvements in loyalty, satisfaction, revenue, and cost reduction. For two years, Dann has been Head of Experience Design & Improvement for the Automobile Association of America’s 2nd largest club based in Northern California. He uses Voice of the Customer data and leads cross-functional efforts to improve multi-channel experiences. Prior to AAA, Dann was Head of Customer Experience for Sprint’s Prepaid Division for 2.5 years. Dann won Sprint’s “Circle of Excellence” for his outstanding contribution to CE. His division progressed in JD Powers’ survey rankings during that time and achieved #1 in 2010. Prior to Sprint, Dann held various senior leadership roles in Sales, Marketing, and Operations at Beyond Philosophy, a Customer Experience Consulting firm with offices in London and Atlanta. Head of Experience Design & Improvement AAA

7. Rich Brecht Rich Brecht brings 20+ years of Contact Center and Retail experience to his current role within MAG Retail Group. The group includes J&P Cycles and Motorcycle Superstore, which combine to forge the largest retailer of motorcycle aftermarket parts, accessories, and riding gear in the world. The group is truly a multi-channel marketing and fulfillment organization. Rich has launched and managed customer support programs for 20 of the current Fortune 500 companies. During his tenure as Director of Teleservices for a 3rd party contact center, he led a customer care program for a large telecommunications organization that received the first ever "Gold Echo Award" presented to a call center by the DMA.   Over the past several years Rich has become an increasingly vocal advocate for the voice of the customer. Rich is an avid industry speaker. His leadership has driven the attainment of numerous customer awards for innovation and excellence in delivering a positive customer experience. Director of Customer Experience MAG Retail Group

8. Alan Bergstrom Alan Bergstrom is Director, Brand and Creative Services for the Direct-to-Consumer business of CUNA Mutual Group. He is responsible for managing and growing the TruStage brand, which consists of a portfolio of life, auto, home and health insurance products designed exclusively for members of America’s Credit Unions. Channels and media under his influence include direct mail, website, social, digital content and in-branch retail. He also leads the design and delivery of a compelling and consistent member experience across all functional areas and throughout the customer journey, including key measurable touch points as well as driving internal employee awareness and engagement around the TruStage brand. During his 20-year career, Alan has led several customer experience and brand strategy consulting firms, providing advice and counsel to Fortune 500 brands. A prolific author and speaker, he is frequently sought for his expertise and views on leading CE and brand optimization issues. Early in his career, he was a military intelligence briefer to President Reagan. Alan earned a Master’s degree in International Studies from the Monterey Institute for International Studies, Monterey, CA, and received a Bachelor’s degree in Political Science and International Economics from the University of St Thomas, St. Paul, MN. Director, Brand & Creative Services CUNA Mutual Group

9. Jack Mackey Service Management Group, (SMG) is the leading customer experience measurement agency for global retail and restaurant brands. SMG captures and analyzes the customer and employee metrics that drive financial results. By helping everyone from the CEO to the unit manager understand the factors that define a superior customer experience, SMG develops a prescriptive set of actions that increase customer loyalty and grow brands. To learn more, visit us. In his 10th year at SMG, Jack is passionate about helping companies create loyalty-inspiring customer experiences. He teaches performance improvement strategies nationwide and is legendary for instilling a spirit of "creative discontent" in his audiences. He's also the author of regular columns in both Multi-Unit Franchisee and Franchise Update Magazine on connecting with customers and earning customer loyalty. Jack is a founding member of the Customer Experience Professionals Association (CXPA) and Past President of the American Society for Training and Development (ASTD) in Kansas City. Vice President and Chief Evangelist Service Management Group

10. William J. Greenwald William J. Greenwald has more than 20 years of experience working in the Healthcare and Financial Services arena. His leadership experience and areas of expertise are both extensive and diverse covering several disciplines including Neuroscience/Neuropsychology, Organizational Design, Strategy Formation and Execution, Talent Management, Executive Coaching, Excellence in Presentation Design and Delivery, Change Leadership and Corporate Venturing. William joined Humana in 2004 as Director of the Cincinnati Service Center and has held several different leadership positions within Humana since joining the company. In 2010, he designed and currently leads an internal performance coaching and advisory practice focused on catalyzing leadership excellence by helping successful executives and senior leaders within Humana achieve positive, lasting change in behavior and organizational effectiveness. Before joining Humana, William held key leadership positions for several industry leading firms such as Vanguard Financial Group and JP Morgan Private Bank. William holds two masters degrees from the University of Pennsylvania, one a Masters in Organizational Development and the other a Masters of Philosophy. In 2010, he embarked on his newest academic adventure: a Masters in Clinical Psychology from Harvard University (Neuroscience/Neuropsychology focused). Additionally, he is a Board certified hypnotist specializing in clinical hypnotherapy and is a certified practitioner in NeuroLinguistics Programming (NLP). National Director Humana, Inc.

11. Mike Burke Mike has banked more than 40 years in telecommunications, contact centers and networking while working at Honeywell, GTE, Verizon & IQ Services. Since joining IQ Services, Mike has participated in hundreds of engagements to ensure contact center technology defends brand promise and delivers the intended customer service experience first time, every time. Prior to IQ Services, Mike was Operations Director for a 1990s start–up, he wrote code for Centrex, designed and built networks for the U.S. Department of Defense and helped introduce DSL services for the Regional Bell Operating Companies. Vice President of Sales & Marketing IQ-Services

12. Greg Tucker As a management consultant for 17 years Greg has worked with executive teams to develop customer-driven strategies at over 100 corporations including global leaders such as GE, PepsiCo, Oracle, Microsoft and SAP. Prior to becoming a Senior Associate with SPCI, Greg was Chief Marketing Officer for Copart Auto Auctions, where led all marketing programs, CRM implementation and customer loyalty efforts for the $1 billion online auto auction company. Prior to Copart, he worked at AT&T, Clorox and AAA (Northern California) to redesign the customer experience (online and offline) to drive growth, profitability, customer loyalty and employee engagement. To learn more visit www.serviceprofitchain.com He received his MBA from Stanford University’s Graduate School of Business and has received Six Sigma Black Belt and Net Promoter Associate certifications. Senior Associate The Service Profit Chain Institute

13. Andrew Karazim Andrew Karazim is Director of Managed Healthcare Services for Eli Lilly and Company. Most recently, Andrew was the Global Medical Transformation Director for Eli Lilly and Company. He was responsible for the management and implementation of global key opinion leader interactions including global exhibits, symposia, advisory boards and medical meetings. Prior to his current assignment, Andrew also held diabetes and neuroscience sales management roles in Chicago and San Francisco respectively. Additionally, he has spent time in global new product planning and business development. Born in Palo Alto, California, Karazim earned his bachelor’s degree from Yale University and his MBA in pharmaceutical marketing from the Saint Joseph’s University. He is also a certified Six Sigma Green Belt. He and his wife live in Carmel, Indiana with their five-year-old son and three-year-old daughter. In his free time, Andrew enjoys fly-fishing and coaching basketball. Director of Managed Healthcare Services Eli Lilly and Company

14. Craig Lee Craig Lee is a customer experience transformist and responsible for improving business results by changing the way we think and transact with customers. He helps drive customer centricity and the reshaping of customer experiences across multiple touch points. He has a unique understanding of customer needs and behaviors, what this means to the service delivery process and how this translates to the delivery of an enhanced customer and employee experience in cosmopolitan, international and multi-cultural work places. Craig has more than 25 years international corporate and consulting experience in corporate strategy, business development, marketing, brand and communications strategy, business transformation, interaction design, customer service, and leadership practices, at director and executive management levels. He has worked extensively in both the public and private sectors. He has industry-specific skills in the retail, travel, transport, logistics, telco and leisure sectors. Craig is a recognized subject matter expert on and speaks and advises internationally on customer experience, employee engagement, integrated marketing and bringing brands to life.  He holds an Industrial Psychology degree from the University of Stellenbosch, South Africa Senior Manager Performance Development (Customer Experience & Brand) Emirates Group

15. Nitin Jain NitinJain is coauthor of a recent White Paper on Building the ‘Channel Agnostic’ Customer Service Platform. He presently leads the Customer Service transformation practice for the Global Reengineering team at Genpact, a worldwide leader in business process management and technology services. Nitinis an accredited Lean Six Sigma Black Belt and certified SCRUM Master. He holds an undergraduate degree in Chemical Engineering (IIT Bombay, India), a graduate degree in General Management (IIM Ahmedabad, India), and completed the Business Leadership Program from Duke Business School. In his eight years with Genpact, Nitin has led large business process transformation projects for over a half dozen Fortune 100 companies. This past year-end holiday season, he coauthored an article for Customer Service Manager Magazine entitled, Tomorrow’s Not So Big Box. The piece explored recent retail shopping trends, and the business impact that “many more unhappy returns” can have on customer satisfaction if improperly addressed. It also provided readers with “3 rules” that companies can follow to turn a dissatisfied retail patron’s frown upside down. From a personal perspective, Nitin has as a deep intellectual curiosity when it comes to learning about emerging technologies and the often latent potential they hold for improving operational effectiveness. Nitin lives with his wife and daughter in New Jersey. Nitin Jain Vice President, Reengineering Genpact

16. Andrew Pine Andrew Pine is the General Manager, Customer Relations for Porsche Cars North America and is responsible for driving PCNA's strategic focus on creating the Porsche Customer Experience, Customer Loyalty, Customer Satisfaction, CRM, Market Research, and Customer Care operations. Andrew leads PCNA and its dealer network to optimize its people, processes and technology to better approach every customer interaction as an opportunity to solidify customer loyalty and build brand value. He brings a long and distinguished background in marketing, brand management, CRM, and customer relations to Porsche’s US operations. Prior to joining Porsche, he held leadership positions with Sears Holdings, BMW Group, Citi Group, and advertising and event marketing agencies during the course of his career. He holds a Bachelor of Science degree in Mathematics from Tulane University in New Orleans and a Juris Doctorate from Fordham University School of Law in New York City. General Manager Customer Relations Porsche Cars North America

17. Randall Brandt, Ph.D. Randy Brandt is Senior Vice President, Customer Experience at Maritz Research. During the past 30 years Dr. Brandt has assisted more than 300 manufacturing and service firms in Asia, Australia Europe, and North America in designing and implementing approaches to 1.) measuring and improving customer experience and loyalty, and 2.) linking customer experience to business processes and results.     A certified Lean Six Sigma Black Belt, Dr. Brandt was a member of the Board of Examiners for the Malcolm Baldrige National Quality Award from 1993-1995, and from 1999-2000. He has made more than 250 presentations at national and international conferences since 1988, and has authored articles appearing in a variety of academic and professional publications. In 2012, Brandt was named by Survey Magazine as one of “Twenty Researchers You Should Know.” Dr. Brandt holds a B.S. from Purdue University and a Ph.D. from Michigan State University.  He is currently a member of the American Marketing Association, the American Society for Quality, the Customer Experience Professionals Association and the Society for Industrial and Organizational Psychology. Senior Vice President Customer Experience Maritz Research

18. Ken Lamzon Ken Lamzon is responsible for the identification, development, design and implementation of new and strategic initiatives for all new and existing business partners at SPi Global. Leveraging the expertise of its internal business units, Ken orchestrates the launching of new campaigns; most recently Outbound 2.0 and Social Media Management (SPi Engage). He resides at the helm of driving innovation at our contact centers – from conceptualization to implementation, optimizing the CRM 360⁰ contact service platform that drives superior customer experience results, top-notch performance and secure data connectivity. During the past 12-years at SPi Global, Ken has established firm internal and external partnerships; and held senior management positions in operations, business development, program transition, IT implementation, site development, corporate communications, pricing and business analysis. Vice President, Strategic Solutions and Implementation SPi Global

19. John Devine John DeVine helps clients deliver above-market growth through sophisticated transformations in customer experience. John leads the Customer Experience (CE) group. He serves Fortune 500 clients in strategy and operations issues across business and consumer industries, including retail banking, communications, and travel. Working with clients extensively in service operations—John has also developed unique insights into Service Design Innovation (SDI). John's recent experience includes: a customer experience transformation of the retail operations of a major US wireless operator, (including in-store retail experience to drive both sales and service performance); a customer experience transformation for a major US retail bank (including overhaul of all dimensions of CE metrics and reporting, and in-branch customer new account opening process); and a complete post-sales strategy and transformation of the service model for a major on-line travel company. Principal McKinsey & Company

20. Additional Speakers Nikhil Datar Principal, Customer Experience Management. Financial Services HCL Kimberly Sutherland Director of Usability / Experience AT&T Mick Winters Senior Web Creative Manager Capital One Beth Dockins Director, Customer Service Scotts Miracle-Gro Monica Andrea PericoRoldan Customer Experience Strategy IZO, Columbia

21. Sponsoring Organizations

22. Join Us! May 20 – 23 in New Orleans, Louisiana Three Ways to Register: • Call: 1800-882-8684 • Email: info@iqpc.com • Visit: www.customerexperiencesummit.com for easy registration. Who else is attending? Find out for yourself: View the Past Attendee Snapshot