•  Connect with and hear ideas from the most successful Service leaders in the world.
    •  Exclusive access to what is working and best practices to drive success.
    •  Learn from the best to make better decisions and get better results.
    •  Stay in the know with research, summaries, and exclusive findings.


All webconferences begin at 2 pm ET unless noted and are also both recorded and summarized for later viewing.
2021:   1/8, 2/5, 3/5, 4/2, 5/7, 6/4, 7/9, 8/6, 9/10, 10/1, 11/5, 12/3/2021.
2022:   1/12, 2/9, 3/9, 4/13, 5/11, 6/8, 7/13, 8/10, 9/14, 10/12, 11/9, 12/14/2022.


 "Creating Successful Customer Engagments"
    by Leticia Romero, 787 System Integration, Future Strategies at Boeing.

 "Creating a Customer-Centric Experience."
    by Scott Sommers, Sr. Director at Expedia.

Hear from top customer service leaders at Facebook, KPMG, Microsoft, Boeing, AstraZeneca, HP, Hilton and more (listed below).

UPCOMING & RECENT SPEAKERS   (both videos & summaries available after).

Honeywell, Adrian Paull, Vice President Customer and Product Support.
  Presenting: "Formation of a Technical Operations Service Center."

State Farm, Susan Waring, EVP & Chief Admin Officer.
  Presenting: "Customer Service Case Study."

Cox, Lewis Simons, Executive Director of Online Customer Care.
  Presenting: "Taking Care of Your Customers Online."

Reuters, Eran Barak, Global Head of Marketing and Strategy in Collaboration Services.
  Presenting: "What Exactly Is Customer Service? Defining the Art."

Phillips Healthcare, Reinhold Grellman, Senior Director of Customer Services.
  Presenting: "Value Added Customer Service.", Miguel Lopez, VP Customer Care.
  Presenting: "Going the Extra Mile for our Customers."

Wells Fargo, Chris Baker, SVP of Client Experience.
  Presenting: "Enlisting Trust in Your Clients."

Oracle, Robert Barrios, Senior Director, Customer Support.
  Presenting: "How Customer Service and Sales Can Work Together."

Subway, Paula Gomez, Strategic Customer Experience Manager.
  Presenting: "Exceptional Customer Service."

Florida Power & Light Company, Lori Ann Deutsch, Manager, HR Employee Services.
  Presenting: "Energizing New Hires While Streamlining Onboarding Processes."

Sabre, Jean Shaw, Vice President Global Customer Support.
  Presenting: "Best Practices in Globalizing and Centralizing Customer Support."

Cox Communications, Lewis Simons, Executive Director, Online Customer Care.
  Presenting: "Online Self Service Evolution."

Boston Consulting Group, Andy Maguire, Vice President.
  Presenting: "Customer Experience for Profit"."

Carlson Restaurants / T.G.I. Friday's, John Butler, Manager, IT Business Support.
  Presenting: "Engaging and Motivating Your Service Desk Team."

Diebold, Dennis Deering, VP of Global Service Operations.
  Presenting: "Planning and Support. Remote Services."

Thomson Reuters, Eran Barak, SVP, Global Head of Community Strategy.
  Presenting: "Social Networks – a new way to support your customers."

CA, Malcolm Ryder, Director of Services.
  Presenting: "How to Use Technology Tools to Better Serve Your Clients."

Loews, Alan Momeyer, Vice President of Human Resources.
  Presenting: "Building a Branded Employment Experience."

Xerox Corp, Charlie Alexander, VP, Worldwide Quality and Customer Loyalty.
  Presenting: "How Service Can Enable Better Product Development – Every Time."

Vonage, Bill Solomon, VP, Customer Care.
  Presenting: "Learning & Development for Contact Centers – the Impact on Customer Experience."

Luxottica, Steve Ellis, Sr. Director Customer Care.
  Presenting: "Customer Effort, Why Bother?"

Cox Communications, Mallory Luce, Product Manager, Digital Experience Team.
  Presenting: "Target-State WEB & Self-Service Evolution."

John Wiley & Sons, Rich Bigger, Director of Customer Relations.
  Presenting: "Maintaining Customer Relationships in a Turbulent Marketplace"."

Papa John's Pizza, Brent Engel, Operations Support & Training.
  Presenting: "How We Serve Service Up Right!"

Sabre, Brant Deranger, Vice President, Service Delivery.
  Presenting: "Customer Service Evolution Tips and Tactics."

AMC Theatres, Brien Hall, Manager, Guest Services, Social Media.
  Presenting: "Going Social: The Role of Social Media in Today’s Customer Service Strategy."

Behr, Rebecca Rankin, Director of Customer Care.
  Presenting: "Engaging Reps in the Call Center."

Vonage, Bill Solomon, V.P. Customer Care.
  Presenting: "Learning & Development for Contact Centers - the Impact on Customer Experience."

AMC Theaters, Heather Morgan, Director, Guest Experience.
  Presenting: "The Role of Social Media in Today's Customer Service Strategy."

Agilent, Eric Senesi, V.P. Worldwide Customer Support & Services.
  Presenting: "Global Support Best Practices."

Behr, Rebecca Rankin, Director, Customer Care.
  Presenting: "Leading Change in a Call Center."

Family Dollar, Barbara Pretzer and Karen Sell, Divisional Vice President of Customer Care Technology Support.
  Presenting: "Transforming the Helpless Desk to Customer Care Support."

Herman Miller, Al Gruppen, Customer Excellence Sr. Manager.
  Presenting: "Customer Care Case Study."

Plantronics, Ed Romson, Senior Director, Global Customer Care.
  Presenting: "Helping Customers Help Themselves: Customer Care in a Unified World."

Xerox Corporation, Charlie Alexander, Vice President - Worldwide Quality and Customer Loyalty.
  Presenting: "How Service Can Enable Better Product Development - Every Time."

Gulfstream Aerospace Corp, Greg Hammerstein, Director.
  Presenting: "Determining the Optimum 'Mix' of Service Methods."

The Cheesecake Factory, Pat O'Neill, Director of Guest Services.
  Presenting: "Implementing Customer Service Strategy."

YRC Worldwide, Mike Brown, VP Strategic Planning & Marketing Communications.
  Presenting: "Internal Branding for Customer Service."

CSX Transportation, Shelley Mast, VP of HR and Customer Service.
  Presenting: "How to Kill an Anecdote."

New York Life, Vivian Myers, Asst. Vice President Customer Service.
  Presenting: "Staffing Models for Customer Service."

Gulfstream Aerospace Corp, Greg Hammerstein, Director.
  Presenting: "Exceeding the Needs of the World's Most Demanding People."

Aflac, Virgil Miller, VP Customer Service Center.
  Presenting: "Customer Experience and the Impact on Customer Loyalty."

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