Conference Presentations
Conversations for Creating Star Performers
Shawn Kent Hayashi
Author and Executive Coach - The Professional Development Group
The performance review is an important part of your job as a manager or coach. But it is only a part. In order to develop team members effectively, you have to be proactive on a daily basis. This means having conversations - and not just about the weather or the game last night. In this session, Shawn Kent Hayashi, author and executive coach with The Professional Development Group, will discuss how you can keep team members motivated, engaged, and moving ahead every day - not just the days before an annual review.
Participants will learn how to create ongoing conversations throughout the year that focus on: Developing team members to a higher level of ability, triggering the insight and inspiration within your team members to grow in new ways, building the skills that will enable others to accomplish their established goals, preparing yourself and others for the performance review discussion and keeping people motivated and moving forward toward their goals.
Transforming Services in the World of Life Sciences
Kirk Malloy Ph.D.
Vice President Global Customer Solutions - Illumina, Inc.
Illumina is a leading developer, manufacturer, and marketer of life science tools and integrated systems for large-scale analysis of genetic variation and function. These systems are enabling studies that were not even imaginable just a few years ago, and moving us closer to the realization of personalized medicine. In this session, Kirk Malloy, vice president of Global Customer Solutions for Illumina will discuss the evolution of products at Illumina and how these changes are affecting the services they deliver and how the company is shifting its service culture to align with the new product strategy.
Optimizing the Service Organization
Michelle Punch
Global Director Call Center Operations - EMC Corporation
Douglas Lumb
Senior Program Manager, Service Optimization Group - EMC Corporation
Knowing how to make the right changes to a service organization can be a tough decision. Often there are multiple opportunities for improvement, each with differing impact to the customer experience and organizational performance. In this session, Michelle Punch and Douglas Lumb of EMC will discuss some specific optimization areas applied to EMC Customer Service's Front-Line Call Center organization during the past year, and the effect these improvements have had upon both the customer experience and the efficiency of the business.
I Need Some Account Managers – How Many Do You
Have in Stock?
Exploring a Model for Account Management Staffing
Jesus Blasquez
Director Client Services - SCC Soft Computer
Account Managers have to take the unlimited diversity of client demands and funnel them through the company's defined processes. The large variability of demand makes it difficult to predict how many Account Managers are needed to service the clients. In this session, Jesus Blasquez, Director Client Services for SCC Soft Computer, will discuss his organization's account management staffing model. The session will include a review of the client classification system and complexity scoring model used to predict Account Management resource requirements and the methods used to ensure service quality and program success.
Creating a "Latte" Customer Support Experience
Matt Sicking
Vice President, Global Technical Access Center - Siemens PLM Software
Siemens PLM Software, a business unit of the Siemens Industry Automation Division, is a leading global provider of product lifecycle management (PLM) software and services, with seven million licensed seats and more than 71,000 customers worldwide. In this session, Matt Sicking, Vice President of Siemens' Global Technical Access Center (GTAC) will discuss how the company has elevated the level of satisfaction their customers experience. Matt will discuss how GTAC introduced the "Latte Support" concept in order to create a personalized, world-class support experience for their customers.
SCP – A Road Map for a Federated Business Model
Terri Kolander
Director Support Certifications -
McKesson Corporation
Learn how McKesson is leveraging the Service Capability & Performance Standards to provide industry driven benchmarking for service business performance, targeting strategic support initiatives and providing a more consistent customer experience.
Service Economics - Creating Profitable Growth
Through Services
Hilbrand Rustema
Managing Director - Noventum Service Management
As the competitive environment gets tougher, how do you grow revenues and maintain margins at the same time? Hilbrand Rustema, managing director of Noventum Service Management will explain why the service business will be the source of profitable growth in high income countries and why more businesses should follow the examples of companies that have undergone successful service transformations.
