CUSTOMER RESPONSE SUMMIT

Phone 204-953-3930 or toll-free 866-991-3555Email: chad@execsintheknow.comWeb: www.execsintheknow.com/events/crs-seattle

Register Today

Scott ShuteVP of Global Customer Operations LinkedIn

Denise RundleGeneral Manager, Microsoft Customer Service & SupportMicrosoft

Featured Speakers

Shellie DowSenior Director Contact Center Nintendo

Jennifer HansonSr. Group Manager,Target.com Guest Services Target

Peter AndrewsVP, Global Customer Operations, Expedia.com Expedia, Inc.

Diane MagersCustomer Experience Executive AT&T

Speaker Faculty

Seattle

SEPTEMBER 28-30, 2015

Paul BrandtVP Customer Account Management Group SolarCity

Mark HoneycuttDirector of GlobalOutsourcing &Support Services Amazon

The Customer Response Summit is about connecting with like-minded peers that are obsessed with servicing the customer. CRS provides many great opportunities to network and learn from attendees, speakers and industry experts.

• Identify best practices and discuss innovative ideas, on how to serve your customer through emerging channels.

• Ensure your brand is part of the customer success movement.

• Benchmark how brands are servicing the Connected Consumer. How does your company compare?

• Brainstorm and create customer care strategy plans within small groups. You will walk away with knowledge and ideas to take back to your team.

Presents

Customer Care for the Connected ConsumerCustomer Response Summit Seattle

September 28-30, 2015

5 Reasons to Register Today Best Practices and Thought Leadership: The best minds

in Customer Care and Customer Experience will be on hand to educate, motivate, and inspire new ideas for you to take back to your team.

Industry Awareness and Education: Working with our research partner Digital Roots, Execs in the Know creates a yearly Customer Experience Benchmarking Study. One installment focuses on Corporate Insights and the other on Consumer Insights. While at CRS you will get the opportunity to review this report in detail with industry experts.

Networking: We love to network! Networking is the cornerstone to learning, opportunities and fun. Each day has customized networking events. In addition, we create networking “moments” throughout the conference agenda to ensure that even shy people are driven to network.

A Personalized Experience: Our team is focused on ensuring that you get the most of your conference experience. Our team will do our best to understand your conference goals and help you find the right information and contacts. We focus on developing the right size and the right audience for each event, to help ensure your experience exceeds your expectations

Brand-to-Brand Mentoring: Mentoring is the key to personal and business success. Brand-to-Brand mentoring is the key to customer success. Our 3 day Summit will allow you to learn from your peers and take back valuable insight to your brand.

1

2

3

4

5

THANK YOU to the 2015 Advisory Board

Philip PetesciaVice President CRM and Customer CarePost-Sales Support and PromotionsSony Electronics

Jeff CampVice President,Call Center OperationsTXU Energy

Ginna SauerweinManaging DirectorFedEx TechConnectWestern Region

Michael MartinSenior Vice-PresidentChannel OptimizationCIBC Retail And Business Banking

Kathryn McGavickCorporate Vice President, Customer SupportOuterwall

LeAnne CrockerDirector - Global Reservation OperationsDesign & Learning CommunicationsHyatt

Janet BaileyDirector, Customer Contact OperationsGlobal and Americas OperationsStarbucks

Razia RichterSenior Vice President Chief Customer OfficerPetco

Scott ShuteVice President of Global Customer OperationsLinkedIn

Tim HicklerVP WW Customer ServiceAmazon

Lisa OswaldSenior Vice President, Customer ServiceTravelzoo Inc.

Sally McMahonVice President Channel ManagementSiriusXM

Andrew PineVice President, Customer RelationsPorsche Cars North America

#crsummitJoin The Conversation: 1

12:00pm-5:00pm Microsoft Headquarter Tours

Get a behind-the-scenes tour at the Microsoft headquarters, in Seattle. Tours of the Envisioning Center and the Digital Crimes Unit, which are not open to the general public, will be available exclusively for our #CRSummit attendees. There is limited spacing available for the tours, so be sure to select it as an add-on during your CR Summit registration, to confirm your spot.

5:30pm – 7:30pm Welcome Reception & Registration Sponsored by:

Agenda Pre-Conference Monday, September 28th, 2015

7:30am-8:15am Registration & Breakfast

8:15am-8:30am Conference Kickoff

8:30am-9:15am American Cancer Society

9:15am-10:15am Microsoft Keynote

10:15am-10:45am Break

Denise RundleGeneral Manager, Microsoft Customer Service & SupportMicrosoft

Agenda Main ConferenceDay 1

Tuesday, September 29th, 2015

#crsummitJoin The Conversation: 2

Agenda Main Conference

10:45am-11:30am The Impact of The Internet of Things on ServiceThe service brands provided 3 years ago looks very different than it does today. The customer experience landscape is changing quickly and service will look very different in another 3 years. When you combine future customer expectations and technology, what do leaders need to be worried about today to be ready for the short term future?

11:30am-1:00pm Idea LabWorking in small groups with your peers, you will collect concepts from the Idea Lab on how to improve the overall Customer Experience, for the Connected Consumer. After a brief overview of the activity, attendees will be divided into small groups, and visit each Idea Lab station. The Idea Labs will feature brief presentations, describing their unique “ideas”, on improving the customer experience. Groups will then be assigned a specific Business Partner and asked to identify how their “idea” could impact a brand’s customer success strategy.

1:00pm-2:00pm Lunch

2:00pm-2:45pm Client Case Study 1

2:45pm-3:45pm Customer Experience Meet-Ups

3:45pm-4:00pm Break

4:00pm-5:00pm Customer Service Journey Mapping Defining your moments of truths. With increasingly complex channel strategies, journey mapping has taken on new relevance and importance. Organizations need to stay committed and focused on understanding the multiple journeys customers can have with their brand to identify their moments of truth.

6:00pm-7:00pm Cocktail Hour

7:00pm-10:00pm Evening Reception

Day 1Tuesday, September 29th, 2015

#crsummitJoin The Conversation: 3

Agenda Main ConferenceDay 2

Wednesday, September 30th, 2015

10:00am-10:45am Customer Experience Meet-Ups

10:45am-11:15am Break

11:15am-12:00pm Client Case Study 2

12:00pm-1:00pm Lunch

1:00pm-1:45pm Customer ExperienceThe growing importance of proactivity in all channels of your service model.

1:45pm-2:30pm Client Case Study 3

2:30pm-2:45pm Break

2:45pm-3:30pm Customer EffortCreating and enabling reduced customer effort. This session will explore topics like integration, new technologies and empowered agents.

3:30pm-3:45pm Open Microphone/Close Conference

8:00am-8:45am Breakfast

8:45am-9:00am Day 2 Conference Kickoff

9:00am-10:00am LinkedIn Keynote

Scott ShuteVice President of Global Customer OperationsLinkedIn

#crsummitJoin The Conversation: 4

Sponsors

#crsummitJoin The Conversation: 5

PAST ATTENDEES & SPEAKERS

PAST CR SUMMIT FEEDBACK

Proudly Canadian. Border-free shopping.

CRS Seattle will be an exclusive event, open to Corporate Brands and Sponsoring Business Partners only. This will ensure a passionate, diverse group of senior executives, present to share and learn best practices for customer service excellence, with their peers. Here is a sample of past brands that have attended.

I’ve told everyone this is clearly one of THE BEST conferences I’ve ever attended. The balance of ‘work’ and ‘fun’ throughout was excellent...and the content, overall, was superb.

The intimate size and very timely and relevant nature of the content presented made this event the most valuable event I’ve attended in the 15+ years...

I thought the event was very well run and enjoyed the overall structure. I have already spoke to several of my colleagues about the event and the value gained. The end user clients certainly added tremendous value as they shared best practices.

“ “ “” ” ”

chad@execsintheknow.com

866-991-3555

www.execsintheknow.com/events/crs-seattle

REGISTER