2015 Roundtable of Champions

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Agenda

Please note the agenda is in Central Standard Time and is subject to change.

 Monday, March 2, 2015

2:00 p.m. - 5:30 p.m.
GATEWAY BALLROOM FOYER

Registration Opens


5:30 p.m. - 6:15 p.m.
GATEWAY BALLROOM FOYER

Welcome Reception


6:15 p.m. - 8:00 p.m.
GATEWAY BALLROOM

Welcome Dinner

Opening Remarks and Welcome
— Mark Miller, Contact Center Practice Leader, J.D. Power


 Tuesday, March 3, 2015

6:45 a.m.
GATEWAY BALLROOM FOYER

Registration Opens


7:30 a.m. - 8:30 a.m.
NORTH AMERICA

Networking Breakfast Buffet


8:30 a.m. - 9:00 a.m.
GATEWAY BALLROOM

Opening Remarks: Introduction to the 2015 Rountable of Champions and Agenda

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

J.D. Power's Commitment to the Contact Center

— Stuart Greif, VP and General Manager, J.D. Power


9:00 a.m. - 10:00 a.m.
GATEWAY BALLROOM

TO SERVE: The Emerging Strategic Imperative of Purpose

— Vafa Akhavan, Founder, NueBridge llc, previously CEO of The Forum Corporation, Head of Global Customer Operations at McGraw Hill, and prior head of consulting at J.D. Power


10:00 a.m. - 10:30 a.m.
GATEWAY BALLROOM FOYER

Networking Coffee Break


10:30 a.m. - 11:15 a.m.
GATEWAY BALLROOM

Delta Air Lines – Overcoming Challenges on Their Path to Certification

— Dennis Dixon, Director Strategic Planning and Customer Experience, Delta Air Lines


11:15 a.m. - 12:15 p.m.
GATEWAY BALLROOM

Your Customer Rules! Delivering the Me2B Experiences That Today's Customers Demand

— Bill Price, President, Driva Solutions, first Global VP of Customer Service at Amazon.com


12:15 p.m. - 1:00 p.m.
NORTH AMERICA

Networking Lunch Buffet


1:00 p.m. - 1:45 p.m.
GATEWAY BALLROOM

How Bank of America Merrill Lynch Global Technology andOperations Group Improves the Customer Experience While Reducing Costs

— Christopher Dubey, SVP, Global Commercial Fulfillment and Service Executive, Bank of America Merrill Lynch Global Technology and Operations


1:45 p.m. - 2:30 p.m.
GATEWAY BALLROOM

Facilitated Executive Discussion

J.D. Power facilitates an executive exchange of new channel benchmarking studies and the path to certification-social media, email, and chat


2:30 p.m. - 3:00 p.m.
GATEWAY BALLROOM FOYER

Networking Break


3:00 p.m. - 4:00 p.m.
NORTH AMERICA A-C

Power Networking Breakout Sessions: Best Practices Exchange

Non-competitive organizations of similar size work on common problems and challenges


4:00 p.m. - 4:45 p.m.
GATEWAY BALLROOM

Back to Basics: Utilizing WFM Principles to Impress Customers and Cut Costs

— Jay Minnucci, President, Service Agility and former head of performance improvement consulting at ICMI


4:45 p.m. - 5:30 p.m.

Evening Break


5:30 p.m. - 6:15 p.m.
GATEWAY BALLROOM FOYER

Evening Two Reception for ROC and Solutions Conference Attendees


6:15 p.m. - 8:00 p.m.
AMERICAS DE

Networking Dinner and Keynote Address for ROC and Solutions Conference Attendees

Keynote Address – Optimizing Customer Experience by Maximizing Authentic Connection
— Ted Nardin, President, Ideal Dialogue Company
— James Keaten Ph. D., Professor of Communication Studies, University of Northern Colorado; and Chief Science Officer, Ideal Dialogue Company


 Wednesday, March 4, 2015

7:30 a.m. - 8:15 a.m.
AMERICAS A-C

Networking Breakfast Buffet


8:15 a.m. - 8:30 a.m.
GATEWAY BALLROOM

Opening Remarks: Recap of Day Two Discussions and Daily Agenda

— Scott Killingsworth, Director, Contact Center Solutions, J.D. Power


8:30 a.m. - 9:30 a.m.
GATEWAY BALLROOM and NORTH AMERICA respectively

Round Robin Best Practices Breakout Sessions

Effective Outsourcing Strategies

— Ritesh Kochhar, Director, Contact Center Solutions, J.D. Power
Industry experts from Etech Global Services
Clients share knowledge

Effective Frontline Behavior Change

— Scott Killingsworth, Director, Contact Center Solutions, J.D. Power
— Industry experts from Ideal Dialogue Company
— Clients share knowledge


9:30 a.m. - 10:00 a.m.
GATEWAY BALLROOM and NORTH AMERICA respectively

Round Robin Best Practices Breakout Sessions - Readouts

J.D. Power group leaders will share best practices derived from the breakout sessions and facilitate questions and answers


10:00 a.m. - 11:00 a.m.
AMERICAS FOYER

Networking Break


11:00 a.m. - 11:30 a.m.
GATEWAY BALLROOM

CCC Mass Media Advertising is Here!

J.D. Power will review new advertising privileges which include Television, Radio, Internet, Billboard and Direct Mail privileges


11:30 a.m. - 12:00 p.m.
GATEWAY BALLROOM

Special Strategic Alliance Announcement

— Stuart Greif, VP and General Manager, J.D. Power


12:00 p.m. - 12:45 p.m.
AMERICAS A-C

Networking Lunch Buffet


12:45 p.m. - 2:00 p.m.
GATEWAY BALLROOM

Rethinking Certification and Performance Improvement

J.D. Power discusses options for the Certification Program and products in general for 2016 and beyond


2:00 p.m. - 2:15 p.m.
GATEWAY BALLROOM

Recognition for Excellence

J.D. Power recognizes excellence in Certification performance


2:15 p.m. - 2:30 p.m.
GATEWAY BALLROOM

Closing Remarks

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


2:30 p.m. - 3:00 p.m.
AMERICAS FOYER

Networking Break ROC and Solutions Conference Attendees


2015 ROUNDTABLE OF CHAMPIONS March 2-4, 2015

For More Information:

Ryan Omilion

J.D. Power

(248) 680-6307
Ryan.Omilion@jdpa.com