An Executive Symposium featuring Jeffrey F. Rayport, co-author of Best Face Forward: Why Companies Must Improve Their Service Interfaces with Customers

Thursday, November 10, 2005
8:15 AM - 1:30 PM
The Metropolitan Club
New York, New York

$195.00

Agenda:

8:15 – 9:00	Registration and continental breakfast
9:00 – 9:15	Introduction
9:15 – 10:30	Optimizing Customer Experience with Jeffrey F. Rayport
10:30 – 10:50	Break
10:50 – 12:15	Best Practices Panel Jeffrey F. Rayport Belinda Banks, Senior Associate Director, Bell Canada Customer Care Karen Peiffer, Manager, Network & Telecom Services, Armstrong World Industries Bruce D. Temkin, Vice President, Forrester Research and Leading Practitioners
12:15 – 1:30	Networking Luncheon

Speakers:

Jeffrey F. Rayport is Chairman and Founder of Marketspace LLC, a subsidiary of Monitor Group. A faculty member at Harvard Business School for nearly a decade, Rayport focuses his research on new information technologies and their impact on companies' service and marketing strategies, particularly in information-intensive industries. As a consultant, Rayport has worked with executives and corporations around the world, specializing in the development of breakthrough service strategies for network-based businesses, particularly in high-tech, media, entertainment, and data services.

With co-author Bernard J. Jaworski, Rayport has published three leading MBA-level textbooks on strategy in the networked economy (e-Commerce, Cases in e-Commerce, and Introduction to e-Commerce) with McGraw-Hill/Irwin, and Best Face Forward, a trade book on service strategies in the digital age from Harvard Business School Press. He is a frequent contributor to leading academic and business journals. More about Jeffery Rayport

Best Practices Panel

Belinda Banks is Senior Associate Director for Bell Canada Customer Care. Belinda is a Senior Project Leader in Bell Canada's Customer Care andConsumer Market teams. Her role is enhancing the customer experience through the e-channels, IVR (310-BELL) and Web site (www.bell.ca). Her primary role is to integrate all IVR/VR planning across Bell Canada Holdings (Mobility, ExpressVu, Sympatico and Bell) and provide a simple and consistent customer experience. Her team focuses on making it easier for customers to get the information they need quickly and efficiently via Bell's electronic distribution channels. Belinda has been in project implementation within Bell Canada for the past 12 years, and was the Project Sponsor for the introduction of "Emily/Emilie", the first bi-lingual Customer Care voice recognition application for Bell Canada. She has received the Bell Ovation Award for her contribution to deliver solutions for customer simplification, one of the most prestigious awards in the company.

Karen Peiffer is Manager, Network & Telecom Services at Armstrong World Industries, a global manufacturer of flooring, acoustical ceilings, grid, and cabinets headquartered in Lancaster, PA. In this role she is responsible for network security, voice, local and wide area data networks globally. Prior to her role at Armstrong she was employed in the financial services industry with various technology management roles and a specialty in call center technology. She started her career in the "Bell System" and has been working in the telecommunications industry for more than 20 years. She was the catalyst for IVR applications at Armstrong and introduced speech recognition to meet specific application requirements. Karen holds her BS from Penn State University and her MBA from Loyola College, MD.

Bruce Temkin is Vice President, Research Director at Forrester and leads Forrester's Customer Experience research team. His current research focuses on technology-enhanced customer relationships -- identifying the business strategies, technologies, operational processes, and organizational structures that will dramatically cut service costs and increase customer acquisition and retention. Bruce is a recognized expert in defining and implementing technology-enabled business strategies. He has been widely quoted in the press and is a frequent speaker.

Questions about the event? Call 617-783-7538 or email info@experiencesymposium.com.