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Improving Customer Experiences for Competitive Advantage
Winning Customers with People and Technology

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

“Technology is revolutionizing – and humanizing – service,” says Jeffrey Rayport. “Visionary companies understand this critical service component and are recruiting machines into the workforce for greater value.”

Discover how a combination of smart devices and intelligent networks can establish commercial relationships that drive customer loyalty and surpass typical levels of performance and service.

Please join us for this special event that will help show you how a “smart front office” can be a catalyst for increased competitive advantage.

Each attendee will receive a copy of Best Face Forward: Why Companies Must Improve Their Service Interfaces with Customers, by Jeffrey F. Rayport and Bernard J. Jaworski courtesy of Nuance.

In today's marketplace, it's hard to wade through all the different technologies that can impact your customers' experience, especially over the telephone. As an attendee of the Customer Experience Symposium, Nuance invites to you to stay for the afternoon and learn more about one technology - voice automation - that can truly make an impact on customer experience. Hear the latest practical discussions of voice automation from Forrester Research and other leading companies using voice automation today. For additional information click here: Nuance.

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.

Produced By:

Harvard Business School Publishing is committed to seeking out, nurturing, and publishing those significant ideas that will have an impact on business for a decade or more. We are the publisher of choice for those authors and content experts with important management ideas and a desire to improve the practice of management worldwide. Among our publications are Harvard Business Review, Harvard Business School Press books, Harvard Management Update, Harvard Management Communication Letter, Strategy & Innovation, and Balanced Scorecard Report, as well as a number of online professional development programs and our world-renowned case studies. With our conferences, we create gatherings that foster free, far-ranging exploration of the larger issues we all face, and inspire leaders to return to their organizations with critical new insight on the future of business.

In Collaboration With:

Nuance (Nasdaq: SSFT) is the leading provider of speech and imaging solutions for businesses and consumers around the world. Its technologies, applications and services make the user experience more compelling by transforming the way people interact with information and how they create, share and use documents. Every day, millions of users and thousands of businesses experience Nuance's proven applications and professional services. For more information, please visit www.nuance.com.

For more information, visit www.nuance.com or call 1-888-NUANCE-8.