A full year of touch points for you and your team to create value together.

Moderator:
Amod Kelkar, Vice President of Customer Service, Honda Aircraft Company

Abstract:
The new normal of increased employee-centric culture amidst “the great resignation” needs businesses to adopt various strategies to ensure workforce loyalty and business stability. Employees will continue to be the most valuable resource. In this case history, we will explore how the Aviation sector (one of the most Customer Experience focused domains) is solving this problem with solutions that can be applied within other industries as well.

Key Take-Aways:

• Insight on creating a culture that attracts, retains, and rewards top talent “Upward Spiral”
• Best practices for “Improving the Total Package” – compensation, environment, brand pride, benefits, and progression
• A Plan-Do-Check-Act via measuring employee engagement and employee NPS (eNPS)

Moderator:
Lee Rubin, Former Captain of the Penn State Football team and Corporate Human Resources Professional

Abstract:
In their efforts to build high performing teams, most organizations focus exclusively on building the skills of their individual members, but do talented individuals guarantee you’ll have a cohesive team? In this session, we’ll discuss the “stuff” – the intangibles – that transform a collection of talented individuals into extraordinary teams; how leaders connect the passion of each team member to the achievement of the team’s common goal; and helping team members understand their responsibility as curators of the organization’s culture.

Key Take-Aways:

• An understanding of the necessity for team members to make individual sacrifices in order to achieve the team’s common goal/shared vision
• Best practices for communicating openly and honestly to foster a culture of trust
• Insight into leveraging daily, focused discipline to develop machine-like consistency

Moderator:
Andrew Deutscher, Founder, Regenerate

Abstract:
It’s time to account for the full toll that modern work is exacting on our ability to keep up with and stay ahead of the pace of change. With our boundaries broken down by a more interconnected world, time has proven to be an insufficient resource in this era. It is energy, not time, that is our most precious and undervalued resource to solve this extraordinary challenge.

Key Take-Aways:

• A practical and fresh perspective on the role of personal energy as a resource in your life to increase your capacity
• Critical insights on the choices you are making right now that impact your capacity
• A proven technique to improve your day to day energy

Building Peak Performing Sales Organizations: The People, The Processes, and The Technology!

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Generating Customer Lifetime Value!

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WEDNESDAY, JULY 20, 2022

CUSTOMER EXPERIENCE TOUR AT US BANK STADIUM AND CRITICAL ISSUE ROUNDTABLE

*Please note participation incurs an additional fee for those other than Leadership Council Members.

2:30 PM – Check-In for the Customer Experience Tour

3:00 PM – Customer Experience Tour at US Bank Stadium

Abstract:
What can I learn about customer experience from a football stadium, you ask? Isn’t this a bit “out of bounds”? Exactly! Join us on this non-traditional customer experience tour and explore customer experience excellence from a new perspective! This is your backstage pass to the home of the NCAA Championships, Summer X Games, Super Bowl LII, and the Minnesota Vikings, giving you behind-the-scenes access to a state-of-the-art venue that was designed to enhance the game day experience and so much more.

Key Take-Aways:

• Insight on how the experience for premium club and suite guests is elevated above the “average Joe” ticket holder
• Examples of innovative technologies that are used to boost the guest experience
• Best practices for keeping 73,000 fans happy during each event and throughout the year

4:00 PM – Leadership Council Critical Issue Roundtable
Hors d’oeuvres and beverages will be served.

5:00 PM – Customer Experience Tour Concludes and Shuttle Departs for the Hilton Minneapolis

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Effortless and Efficient Experiences: A Win-Win for Customers and the Organization!

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WEDNESDAY, OCTOBER 19, 2022

TUCSON ELECTRIC POWER CONTACT CENTER SITE TOUR AND EXECUTIVE ROUNDTABLE

*Please note participation incurs an additional fee for those other than Leadership Council Members.

12:30 PM – Check-In and lunch for the Customer Contact Center Site Tour

1:30 PM – Tucson Electric Power Customer Contact Center Site Tour

Hosted by:
John Bord, Manager, Customer Experience, Tucson Electric Power (TEP)

2:30 PM – Leadership Council Critical Issue Roundtable

3:30 PM – Site Tour and Critical Issue Roundtable Conclude and Shuttle Departs for the JW Marriott Starr Pass

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