2012 Best Practices Conference Agenda

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Wednesday September 12, 2012

5:00 p.m. – 6:00 p.m.
Registration OpensCocktails and Hors d'oeuvres
6:00 p.m. – 9:00 p.m.
Welcome Dinner & EntertainmentLive Musicians: Dueling Pianos
Enjoy our open bar, network with your peers, and make song requests from the live musicians.

Thursday September 13, 2012

7:00 a.m.
Registration Opens
7:00 a.m. – 8:00 a.m.
Breakfast
8:00 a.m. – 8:45 a.m.
Conference Welcome & KickoffJohn Sperry, CEO & Founder
Lonnie Mayne, CXO
8:45 a.m. – 9:30 a.m.
Sample Size of OneTM:
An Olympic Success StoryFraser Bullock, COO, Salt Lake Organizing Committee of 2002 Winter Olympics
9:30 a.m. – 10:00 a.m.
Redefining VoC Using Text AnalyticsKurt Williams, CTO & Co-Founder
10:00 a.m. – 10:10 a.m.
Break
10:00 a.m. – 10:50 a.m.
Breakout Sessions, Round I FUTURE SHOCK: MOBILE, ONLINE REVIEWS, & OTHER INNOVATIONS
  • John Sperry, CEO & Founder
  • Derek Newbold, SVP, Development
TEXT ANALYTICS: PINPOINTING THE "WHY"
  • John Crofts, VP, Text Analytics
  • Spencer Morris, Director of Text Analytics
IMPROVE YOUR SOCIAL REPUTATION USING FEEDBACK
  • Jon Grover, VP, Product Management
  • Kurt Williams, CTO
USING THE FRONT LINES TO CHANGE COMPANY CULTURE
  • Shane Evans, VP, Retail Solutions
10:50 a.m. – 11:00 a.m.
Break
11:00 a.m. – 11:40 a.m.
Breakout Sessions, Round II FUTURE SHOCK: MOBILE, ONLINE REVIEWS, & OTHER INNOVATIONS
  • John Sperry, CEO & Founder
  • Derek Newbold, SVP, Development
TEXT ANALYTICS: PINPOINTING THE "WHY"
  • John Crofts, VP, Text Analytics
  • Spencer Morris, Director of Text Analytics
IMPROVE YOUR SOCIAL REPUTATION USING FEEDBACK
  • Jon Grover, VP, Product Management
  • Kurt Williams, CTO
CRAWL, WALK, RUN: MATURIONG YOUR VOC PROGRAM
  • Brad Clark, COO
  • Chad Hortin, VP, Client Experience
11:45 a.m. – 1:00 p.m.
Lunch MINDSHARE PRESENTS THE 2012 VoC OUTSTANDING SERVICE AWARDS
  • Chad Hortin VP, Client Experience
1:00 p.m. – 1:20 p.m.
Improving Customer Service Using the Mindshare Platform
  • Mark Van Wagenen, Director, Global Customer Experience, Hertz
1:20 p.m. – 1:40 p.m.
Increasing VoC Adoption through Training
  • John Wompey, VP of Operations, Foot Locker
1:40 p.m. – 2:40 p.m.
Keynote: The Happiness Advantage;
Link Positive Brains to Performance
  • Shawn Achor, author of The Happiness Advantage
2:40 p.m. – 2:50 p.m.
break
2:50 p.m. - 3:30 p.m.
Breakout Sessions, Round III FUTURE SHOCK: MOBILE, ONLINE REVIEWS, & OTHER INNOVATIONS
  • John Sperry, CEO & Founder
  • Derek Newbold, SVP, Development
TEXT ANALYTICS: PINPOINTING THE "WHY"
  • John Crofts, VP, Text Analytics
  • Spencer Morris, Director of Text Analytics
IMPROVE YOUR SOCIAL REPUTATION USING FEEDBACK
  • Jon Grover, VP, Product Management
  • Kurt Williams, CTO
USING THE FRONT LINES TO CHANGE COMPANY CULTURE
  • Shane Evans, VP, Retail Solutions
3:40 p.m. – 5:00 a.m.
Roundtables Contact Centers
    Moderators:
    • Erich Dietz, VP, Contact Center Solution
    • Eli Fillmore, Director of Client Advisors, Contact Centers
 Retailers
    Moderators:
    • Shane Evans, VP, Retail Solutions
    • Andrew Park, Director of Client Advisors, Retail
 Quick Serve & Fast Casual Restaurants
    Moderators:
    • Troy Mott, Director of Business Development
    • Bill Gammell, Director of Client Advisors, Food Services
 Casual & Fine Dining Restaurants
    Moderators:
    • Randy Jordan, VP, Restaurant Solutions
    • Chad Hortin, VP Client Experience
 Services & Other
    Moderators:
    • Rick Banovich, Director of Client Advisors, Services
    • Matt Fankhauser, Director of Business Development
6:00 p.m.
Gondola Service to the Red Pine Lodge Begins
Hop inside an enclosed gondola and climb 1,000 feet deeper into the Wasatch Range. Enjoy a scenic journey up the mountainside with a glass of the bubbly (or the sparkling) before arriving at the Red Pine Lodge.
6:00 p.m. – 7:00 p.m.
Social Evening at Red Pine Lodge
Pick up the day’s conversation with business peers, knock back a few cocktails, enjoy an array of hors d'oeuvres, amuse yourself at a friendly lawn game, and hop into the photo booth to immortalize the memories.
7:00 p.m. – 8:00 p.m.
Buffet Dinner
8:15 p.m. – 9:00 p.m.
Campfire S'mores & Networking

Friday September 14, 2012

7:30 a.m. – 8:30 a.m.
Breakfast
8:30 a.m. – 8:50 a.m.
Greater Engagement = Higher CSI Scores = Greater Profits
  • Forbes Collins, VP of Operations, Sizzler USA
8:50 a.m. – 9:10 a.m.
Using Customer Survey Data to Achieve Impactful Process Change
  • Erich Dietz, VP, Contact Center Solutions
9:10 a.m. – 9:55 a.m.
Closing RemarksLonnie Mayne, CXO
9:55 - 10:30 a.m.
Giveaways
10:30 a.m.
Conference EndsEarly flight departures are excused
11:30 a.m.
Box Lunches & Mountain ActivitiesMountain biking, fishing, paddle-boats, mini-golf, hiking, and gondola rides.