October 3-4, 2018  |  W Hotel, Austin, Texas

Wednesday, October 3, 2018
1:00 PM - 5:00 PM
Certified Client Videos
J.D. Power and client leaders shoot brief videos highlighting the client's strengths as discovered in our onsite evaluations. These videos can be disseminated to client teams, posted on their website and posted on J.D. Power's website in "Best Practices From Certified Top Performers" section. Optional client testimonials will also be recorded...if J.D. Power has helped you, we would love to know about it.
All Certified Client Leaders
Certified Organizations
Interviewed by Mark Miller
Practice Leader, Customer Service Solutions
J.D. Power
5:30 PM - 6:00 PM
Welcome Reception
The W Hotel's Fabulous Outdoor Terrace
6:00 PM - 8:00 PM
Off-site Dinner and Awards/ Recognition
Join us for a special event out in Austin at the Second Bar + Kitchen! Located in the Second Street District, Second Bar + Kitchen combines seasonal ingredients with local artisan products to create a sublime experience. Second Bar + Kitchen offers small plates for sharing, locally-recognized salads, delicious pizzas, entrees and desserts to enjoy. Please note: we will be walking to this location
Second Bar + Kitchen
200 Congress Avenue, Austin, TX 78701
Thursday, October 4, 2018
6:00am - 7:00am
Exercise has been proven to increase mental focus and acuity for up to ten hours post-workout. Start your day with a yoga session where you can achieve maximum focus and clarity for the day of ahead.

Yoga is limited to the first 20 participants.
7:30 AM - 8:30 AM
8:30 AM - 9:00 AM
Welcome & Event Intro
Review Agenda, share J.D. Power strategic direction, discuss event theme: "Transformation is Not a Destination," and introduce our Keynote Speaker
Michael Vermillion
VP, Strategy
J.D. Power
9:00 AM - 9:30 AM
Keynote: Building and Sustaining a Winning Culture During Change
Throughout its 90-year history, Freeman has maintained its founder’s commitment to building meaningful customer connections to become “the world’s leading brand experience company.”

A J.D. Power Certified Customer Service honoree for the past eight years, Freeman has made significant improvements in its customers’ experience. At the same time, the company has grown exponentially, implementing transformative changes that impact its people, processes and technology.

In this enlightening keynote address, Freeman Vice Chair, Carrie Freeman Parsons, will share insights about building and maintaining a customer-focused culture while striving to meet customers’ ever-evolving needs.

Carrie will inspire attendees to maintain focus on what matters most, even as everything around us is changing, and to enable transformation as an organizational characteristic versus a destination.
Carrie Freeman-Parsons
9:30 AM - 10:00 AM
Smart Brands and Our CX Challenge
In this compelling session, J.D. Power's Chief Digital Officer, Bernardo Rodriguez, explains the three trends shaping digital commerce experience and offers insight on how to build trust with customers, drive a personalized omnichannel experience and how to approach CX optimization in a way that yields real business results.
Bernardo Rodriguez
Chief Digital Officer
J.D. Power
10:00 AM - 10:20 AM
Networking Break
10:20 AM - 11:00 PM
POWER Breakout Session- 1
Transformational Technology- What Works and Keys to Success- These sessions are fast paced and highlight technologies and strategies that have the capacity to move your organization forward.
11:00 AM - 12:00 PM
POWER Breakout Session- 2
Working with other leaders from outside your industry, these facilitated sessions allow for discussion on the most critical issues leaders face today and a forum to connect and build relationships to carry the conversation forward after the event.
  • Top challenges roundtable
  • Integrating VOE into operations
  • Cost reduction best practices
  • Client Leaders
    12:00 PM - 1:00 PM
    1:00 PM - 2:00 PM
    Intro to 2019
    New Offerings, New Practices and New Employee Engagement Cert Elements
    Scott Killingsworth
    Director, Customer Service Solutions
    J.D. Power
    2:00 PM - 2:30 PM
    Networking Break
    2:30 PM - 3:15 PM
    Power Panel- Top Performers on the Future of Customer Service
    J.D. Power will moderate this panel on the current and future state of customer service. The session includes audience polling and insights from top performers covering opinions and insights around:
    • How will we manage the workforce of the future?
    • How do you maximize employee engagement?
    • Will Alexa mean the end of the call center rep?
    • The impact of AI on service?
    • Plans for omnichannel?
    Marian Favors
    Director, Customer Support,
    Karl Storz Endoscopy
    Manny Golfe
    SVP, Commercial Treasury Service Center National Leader
    Bank of America Merrill Lynch
    Kathy Miklos
    VP, Customer Support
    The Freeman Company
    Brandon Lee Smith
    Operational and Performance Oversight, Medicare and Retirement
    UnitedHealth Group
    Pat Wessel, VP, Customer Service and Sales, MetLife
    VP, Customer Service and Sales
    3:15 PM - 3:30 PM
    Event Closing Remarks
    Summarize and close the event
    Mark Miller
    Practice Leader, Customer Service Solutions
    J.D. Power