The Customer Connection: Return on Engagement (ROE) – AGENDA
Date: October 15, 2015
Time: 7:30AM – 12:00 PM
Ideal Dialogue Address:
Northdale Executive Center II – Suite 220
3810 Northdale Blvd
Tampa, FL 33624
Title: The Customer Connection – Return on Engagement (ROE) and its impact on your business!
Welcome – Bill Gessert, President, International Customer Service Association (ICSA)
What is an Emotional Connection? Is it important to your ROE?
Dr. James A. Keaten, Professor of Communication Studies & Coordinator of Graduate Studies (University of Northern Colorado); Ted Nardin, President (Ideal Dialogue Company)
How High Performing Companies Achieve ROE
Mark Miller, Mark Miller Contact Center Practice Leader (J.D. Power)
Break – Continental Breakfast
Collaboration session to discuss challenges of transforming the culture, including difficulties selling the concept to others, building buy-in across the organization, and structuring a lasting approach.
Facilitated by: Bill Gessert, President (ICSA)
Here is your opportunity to ask industry leaders questions about how they have approached ROE challenges. These experts will speak to lessons learned, barriers they have encountered, actionable research, and much, much more.
Panel: George Larribas, Executive Vice President, Client Services (Wells Fargo); Bill Futch, Corporate Vice President, Customer Care (Bright House Networks); Mark Miller Contact Center Practice Leader (J.D. Power); James Keaten Professor of Communication Studies & Coordinator of Graduate Studies, (University Northern Colorado)
Closing Remarks – Bill Gessert, President (ICSA)