February 27–March 1, 2017
Grand Hyatt DFW International Airport • Dallas, Texas


Download the Agenda

 

Monday, February 27, 2017

5:30 p.m.

Welcome Reception and Registration


6:30 p.m.

ROC Kickoff Dinner


Tuesday, February 28, 2017

7:30 a.m.

Networking Breakfast and Registration


8:30 a.m.

Agenda and Format Review


9:00 a.m.

Power Networking Team Assignments and Introductions


10:00 a.m.

Networking Break


11:00 a.m.

Keys to a Customer-Driven Culture

Mark Miller, Contact Center Practice Leader, J.D. Power


11:15 a.m.

Power Breakout: Effective Culture Building–Challenges, Successes and Lessons Learned


12:00 p.m.

Networking Lunch


1:00 p.m.

The Impact of Effective Leadership

Mark Miller, Contact Center Practice Leader, J.D. Power


1:15 p.m.

Power Breakout: Strategic and Operational Leadership- Challenges, Successes and Lessons Learned


2:30 p.m.

Networking Break


3:00 p.m.

Preparing for Omnichannel: Keys for Effectively Managing Change

Mark Miller, Contact Center Practice Leader, J.D. Power


3:15 p.m.

Power Breakout: Managing Change- Challenges, Successes and Lessons Learned


4:00 p.m.

Recognition: Most Improved Customer Experience


4:15 p.m.

Kim Flemm

High Performer Spotlight: How MetLife Made the Largest Certification Customer Satisfaction Performance Jump in a Matter of Months

A review of lessons learned from the customer survey and the operational overview and the strategy plan that MetLife executed in order to dramatically raise their scores to achieve certification.

Kimberly Flemm, VP, Customer Experience, Retirement and Income Solutions


6:00 p.m.

Networking Reception


6:30 p.m.

Dinner for ROC


Wednesday, March 1, 2017

7:30 a.m.

Networking Breakfast


8:30 a.m.

The Future: Why Omnichannel is Not Optional

Mark Miller, Contact Center Practice Leader, J.D. Power


9:00 a.m.

Principals for Omnichannel Execution

Mark Miller, Contact Center Practice Leader, J.D. Power


9:15 a.m.

Power Breakout: Strategic Planning and Execution for Omnichannel – Challenges, Successes and Lessons


10:15 a.m.

Recognition: Highest Customer Experience Score


10:30 a.m.

Networking Break


11:30 a.m.

Kim Flemm

High Performer Spotlight: How VoC Excellence Helped Propel Guardian Retirement to the Highest Satisfaction Score in Certification History

A look at how embedding the Voice of the Customer into the day-to-day business model at Guardian Retirement resulted in amazing customer loyalty and satisfaction, off the charts employee engagement and measurable impact to the business. Understanding the customer experience through both quantitative and experiential methods is critical to ensuring VoC is actionable.

Kimberly Delaney, Vice President, Individual Markets Client Engagement, PMO, Business Analysis


12:30 p.m.

Lunch for ROC


1:30 p.m.

Omnichannel Data and Insights Review and Discussion

Mark Miller, Contact Center Practice Leader, J.D. Power


2:00 p.m.

Feedback and Improvement Brainstorming Session and Discussion

Mark Miller, Contact Center Practice Leader, J.D. Power


3:00 p.m.

ROC Adjourns


2017 ROUNDTABLE OF CHAMPIONS

CONTACT US:

All Event Inquiries:
Shawn Slater
Conference & Events Manager
J.D. Power
805-418-8271
[email protected]
 
Registration:
Erin Carmona
Event Associate
J.D. Power
248-680-6203
[email protected]