Certification - 25th Annual Service Quality Conference - ASQ

Conference Program

Customer Experience Evolution

Sunday, October 23, 2016

Preconference Workshop
1:00 p.m. ‒ 5:00 p.m.

WKSP1: How Can Quality Lead Implementation of Customer Experience 3.0
Customer experience (CE) 3.0 is proactive, preventive, and engaging across the entire customer journey. Quality must take the lead in this revolution or it will lose its seat at the executive table.
Presenter: John Goodman

Member Price: $225
Nonmember Price: $250

Preconference Workshop
8:00 am – 4:00 pm

WKSP2: Customer Experience: Creating Distinctive and Differentiated Customer Experience
The rising power of consumers and their level of expectations in buying experiences have become unprecedented.  Brands that want to remain relevant must be relentless about offering memorable and compelling holistic customer experiences to differentiate themselves. It is apparent that the creation of distinctive and differentiated customer experience has become significant to improving business performance in the 21st century. 
Presenter: Mary Ritz

Member Price: $325
Nonmember Price: $350

Monday, October 24, 2016

7:00 am – 8:00 am
Breakfast with Sponsors and Exhibitors
8:00 am – 9:15 am
Welcome and Keynote Speaker Joseph DeFeo, Chairman & CEO, Juran Global
How Today's Service Leaders Managed the Bottom Line and Improved Performance so They Could Achieve Breakthroughs in Service Quality to Compete in the Global Marketplace
9:30 am – 10:30 am
Concurrent Sessions:

Session M01: Implementing Quality in Sales and Marketing
Presenter:John Goodman

Session M02: Better Influencing Customers: The Foundations of Data Visualization
Presenter: Robb Richardson
Session M03: Culture Eats Strategy for Breakfast—Or Does It?
Presenters: Kim Glover and Tamara Viles

10:30 am – 11:00 am
Networking Break with Sponsors and Exhibitors
11:00 am – 12:00 pm
Concurrent Sessions:

Session M04: Single-Minded Quality and Performance Improvement in a Multi-Standard Market
Presenter:Kevin Schaaff and Kileen Harrison
Session M05: Essential Competencies for Customer Experience Professionals
Presenter: Ali Nigh and Anna Levesque
Session M06: CSAT Is Broken: Why Your Scores Don’t Matter
Presenter: Ryan Suydam

12:00 pm – 1:15 pm
1:15 pm – 2:15 pm
General Session

"What Do Customers Truly Want? - A Unified Field Theory and Discussion"
Presenter:David Driskill, Founding Partner, National Quality Review

2:15 pm – 2:45 pm
Networking Break with Sponsors and Exhibitors
2:45 pm – 3:45 pm
Concurrent Sessions:

Session M07: Map Your Customer Revolution From Satisfaction to Delight
Presenters: Paul Armstrong
Session M08: Are You Onstage?
Presenter: Masahiro Ito
Session M09: Case Study: How a Utility Company Shifted Its Paradigm to Deliver an Exceptional Customer Experience Every Time
Presenter: Sherri Stetten

4:00 pm – 5:00 pm

"Quality is the Cornerstone of a Great Customer Experience"
Presenters: Ralph Barletta, EVP and Co-Founder, Knoah Solutions & Sue Peyer, Director National Sales Quality & Process, Cox Communications

5:00 pm – 6:00 pm
Networking Reception


Tuesday, October 25, 2016

7:00 am – 8:00 am
Breakfast with Sponsors and Exhibitors
8:00 am – 8:15 am
Announcements and Awards
8:15 am – 9:15 am
Keynote Speaker: Kurt Hofmeister, President, Total Quality Group
Confessions of a Quality Consultant
9:15 am – 9:45 am
Networking Break with Sponsors and Exhibitors
9:45 am – 10:45 am
Concurrent Sessions:

Session T01: Customer Experience: The Evolution and Revolution
Presenter: Mary Ritz
Session T02: Knowledge Management in ISO 9001? It’s About Time!
Presenters: Kim Glover and Tamara Viles
Session T03: Weighted Bundle to Quantify Patient Experience
Presenters: Shaghayegh Norouzzadeh and George Reeder

11:00 am – 12:00 pm
Concurrent Sessions:

Session T04:  LSS: Live & Virtual Simulation: 360 View of the Customer Experience
Presenters: Jim Wilkerson
Session T05: ISO 16355: Using Customer Value to Innovate New Services
Presenter: Glenn Mazur
Session T06: Integrated Approach to Achieving a Culture of Quality and Impacting the Customer Experience
Presenters: Kevin Schaaff and Kileen Harrison  

12:00 pm – 1:00 pm
1:15 pm – 2:15 pm

General Session: " Why Capability Counts: How Identifying Capability Gaps Builds a Culture of Agility and Innovation"
Presenter: Jeff Dalton, President, Broadsword and Certified CMMI Instructor, Lead Appraiser, CMMI Institute

2:30 pm – 3:30 pm
Concurrent Sessions:

Session T07:  Practical Application and Technical Implementation of Quality Tools, Methodologies, and Techniques
Presenter: Rahul Iyer
Session T08: Walking the Walk, Talking the Talk: Casual Analysis and Resolution in Action at the Organization Level
Presenters: Jennifer Attanasi, Ryan Bays, and Shannon Campbell
Session T09: Lean Customer Account Management Using Phat Ideas!
Presenter: Marc Collings

3:45 pm – 4:30 pm
General Session:

"How Do They Do It? – Characteristics and Practices of Customer Experience and Engagement Leaders"
Presenters: D. Randall Brandt, Founder and Principal, Voice Crafter & Cynthia Grimm, Chief Customer Experience Officer, CX Solutions

25th Annual Service Quality Conference
October 24 – 25, 2016  | Chicago, IL