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Day 2, Wednesday, May 14

 

• 7:30 - 8:30 AM

Breakfast

 

• 8:30 - 9:15 AM

Product Direction:
Update on Comprehensive Solution and New Products
This session will provide a brief overview of a variety of product enhancements and new products being introduced this quarter and being considered for the future. We will also provide greater details about our service level upgrade and discuss Tealeaf integration and multi-channel measurement.

Speakers:Farris Khan, Director of Product Development, ForeSee Results, and Eric Feinberg, Regional Manager, ForeSee Results

 

• 9:15 - 10:15 AM

Keeping Management’s Attention on the Customer
Clients share different strategies and tactics to establish customer satisfaction as a Key Performance Indicator in your organization to guide priority setting, investment decisions and as a tool for monitoring performance on a daily basis.

  • Bert DuMars, VP E-Business, Newell Rubbermaid
  • Jack Dunlavey, VP, E-Business, Customer Insights & Research Citi Credit Card Division
  • Kevin Ertell, VP E-Commerce, Borders
  • Pam Hedman, Interactive Marketing Manager, St. John Health
  • Moderated by Larry Freed, President & CEO of ForeSee Results

 

• 10:15 - 10:45 AM

Break

 

• 10:45 - 11:30 AM

Forbes.com case study:
Forbes uses customer satisfaction analytics to profile and monitor readership of 5 sites (Forbes.com, Investopedia, ForbesTravel.com, ForbesAutos.com and RealClearPolitics.com.) To fine tune performance of the Travel site, Forbes underwent a Usability Audit Review, which added a deeper level of actionability to the satisfaction analysis.

Speaker:  Bruce Rogers, VP Marketing, Forbes.com

 

• 11:30 - 12:15 PM

Case Study: How Lacoste Measures Affinity For Its
Luxury Brand
This session will explore Lacoste’s customer satisfaction program and techniques to retain consumer loyalty and build brand advocacy using insights from customer satisfaction analysis.

Speaker: Maryssa Miller, Director of e-Commerce

 

• 12:15 - 1:30 PM

Lunch – Birds of a feather roundtables

  • Retail: Borders, Finish Line
  • Service Companies: AT&T Mobility
  • Financial Services: Quicken Loans, Citi
  • Healthcare: St. John Health
  • Consumer Products: the Kellogg Company
End of Sessions

 

• 1:30 - 3:00 PM

Demos, Meetings with SRAs

Check back -- we’ll be updating this page regularly as we round out our user group schedule.

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