Cable Academy '08 PROGRAM SCHEDULE
TUESDAY, MAY 6
7:00 am Commonwealth Foyer
REGISTRATION
7:30 - 8:45 am Salon B, C, D & E
BREAKFAST & WELCOME
Fran Bradley, BCAP Chairman
8:45 - 9:45 am Salon B, C, D & E
COURAGEOUS CUSTOMER SERVICE: IT'S NOT FOR COWARDS
Steve Coscia, Coscia Communications
This high-energy training session is not for the faint-hearted. Managing and working in today's quality-focused company requires a person who can innovate, solve problems, speak with eloquent authority and get things done right the first time. Steve Coscia works with organizations who must differentiate themselves from the competition and leverage Net Promoter Score to their advantage. This presentation will make you money by improving customer retention and customer along with reducing on the job stress. Coscia conducted the customer service industry's first study of stress among telephone reps - the word "Tele-Stress" is a registered trademark of his company. You will get sound advice you can put to use IMMEDIATELY!
Steve Coscia is President of Coscia Communications, specializing in assisting companies who want to make more money, keep more customers and grow through providing outrageously great customer service. A best selling author, consultant and speaker, Coscia presents at trade conferences worldwide, while his books, videos, audio and E-Learning have helped thousands of professionals achieve world-class service levels. One of the most widely published and quoted authorities in customer service, he is an avid researcher of customer service trends. Coscia also conducted one of the industry’s first studies of stress in the customer service environment. This survey revealed the causes of stress along with the most common manifestations of post-stress behavior among customer service professionals. A frequent guest on various television talk shows, Coscia's appearances have included CN8 and CNBC.
9:45 - 10:45 am Pennsylvania Ballroom
OPERATIONALIZING THE NET PROMOTER SCORE
Brian Fedigan, GE Capital Solutions
How do you take the concepts of NPS and make them a reality in your business? From listening to taking action, from leadership engagement to infrastructure required, here is GE Capital Solutions roadmap to turn the theory of NPS into the reality of a customer centric organization.
As Vice President - Customer Experience GE Capital Solutions, Brian Fedigan is responsible for formulating and driving the overall Net Promoter Score (NPS) across all P&L's, ensuring process consistency & compliance. He manages the NPS operating rhythm and best practice sharing throughout GE Capital Solutions. Fedigan began his career with GE following college, and - as a graduate of the Regional Sales Training Program, he held the position of Inside Sales Engineer for one year in New York before promoted to Full Line Sales Engineer covering northern New Jersey. He then served in several sales/marketing assignments and managerial roles, eventually joining Crotonville to become Program Manager for Customer Education at the John F. Welch Leadership Development Center in Ossining, New York. In this role, he led a team that administered all aspects of GE's change management education efforts and delivered leadership development programs to strategic customers and suppliers.
11:00 am - 12:00 pm Pennsylvania Ballroom
AUTOMATING THE CUSTOMER FEEDBACK PROCESS:
WHAT WORKS, WHAT DOESN'T, AND OTHER ANECDOTES FROM THE FRONTLINE
Chip James, eTouchPoint.com
This seminar will address the importance of proactively engaging customers to provide feedback on their service experience. We will review why customer feedback programs are effective in improving service levels and employee performance, how different feedback approaches work, and how to develop an effective, automated feedback process that will help your organization achieve service excellence.
Chip James is the President of eTouchPoint, a provider of customer feedback solutions for service-focused companies. At eTouchPoint, James is responsible for guiding the development and implementation of feedback solutions for clients in the telecommunications, cable, and retail industries. Prior to co-founding eTouchPoint, James was a Principal with a large technology consulting firm where he worked with Fortune 500 clients in the communications industry.
12:00 - 2:00 pm Salon B, C, D & E
LUNCH...EXHIBITS...NETWORKING
2:15 - 3:15 pm Salon A
THE REALITY OF "WOW" SERVICE
Jill Walmer, Highmark Blue Shield
The Reality of "WOW Service" is more than how well we look on the surface. What we do behind the scenes is paramount to the level of customer satisfaction we deliver to our internal and external customers. Ask anyone in Highmark's Claims or Customer Service areas to define Jill's overriding philosophy and they will all answer you with one word - WOW! Jill wants that reaction from the health insurer's customers after they have an interaction with the company. If you want to keep your customer's loyal, you have to WOW them!
Jill Walmer is Vice President, Operations of Highmark Blue Shield in Camp Hill. She 20-plus years at Highmark (formerly Pennsylvania Blue Shield) has included responsibilities ranging from assembling manuals to managing more than 1,000 employees. In her early years of management, Walmer learned that her employees are one of her greatest assets, and continues to view her job as "head coach" knowing it takes a unified team to win. That approach has led to much success in her many community and volunteer projects, including the Juvenile Diabetes Research Foundation and the United Way of the Capital Region. At Highmark, she has played a major role in the health insurer’s national reputation as a customer service leader, and innovator.
3:30 - 4:30 pm Salon A
SERVICE METRIC REPORTING
Nicholas Wainwright, Comcast
Improving on all components of the cable's service to customers is the sole focus of this timely and valuable presentation, which includes the realization of how the industry's customer care is viewed. The presentation will have a theme around the people, processes and systems we are introducing to make the customer experience considerably better, with a "technical bent" as opposed to purist customer call center operations.
Nicholas Wainwright is the Vice President, Service Fulfillment for Comcast's Eastern Division. He is responsible for overseeing customer-facing service fulfillment teams while partnering closely with the Care organization's call centers to ensure the end-to-end service call experience (from customer call to trouble-shooting to potential truck roll) is efficient and seamless to Comcast customers.
Prior to joining Comcast in January of this year, Wainwright was President of the Cable Division for 180 Connect, Inc. one of the largest contract fulfillment companies in the United States. He also served with NTL Telewest (now known as Virgin Media) - the largest cable operator and second largest telecom provider in the United Kingdom - where he led the technical call center support teams, technical operations and engineering for the largest operating region in that country.
5:00 - 7:00 pm Salon B, C, D & E
RECEPTION...EXHIBITS...NETWORKING
7:00 - 10:30 pm Pennsylvania Ballroom
CASINO NIGHT
WEDNESDAY, MAY 7
7:15 am Salon B, C, D & E
REGISTRATION
7:30 - 8:45 am Salon B, C, D & E
BREAKFAST
8:45 - 9:45 am Salon B, C, D & E
EIGHT BILLS OF RIGHTS FOR NICE GUYS
Russ Edelman, Nice Guy Strategies
The author of the upcoming book "Nice Guys Can Get The Corner Office" will offer his insights in helping people through this challenging and often overlooked management issue. Surveys from Russ's research indicate that 61% of business people feel they are frequently too nice. Interestingly, 50% of those same people feel that their bosses are too nice. Russ had the opportunity to meet with some of the world's most celebrated CEOs to obtain their views, and he'll share the strategies for winning in business without being a jerk. And yes... this is for both men and women!
The first "nice guy" and founder of Nice Guy Strategies, LLC, Russ Edelman haslong been passionate about the importance of Nice Guys in Business. As a serial entrepreneur who has started and grown two successful technology-consulting companies, he is regularly exposed to business professionals at all levels. Edelman regularly speaks and writes on key business and technology trends for the finance and IT industries he serves. As a highly regarded analyst, he continually pushes the envelope in understanding, analyzing and explaining key industry events to global constituencies. With the upcoming release of his new book by The Penguin Group, Edelman will continue speaking on the plight of Nice Guys in business and how they and their companies can be more successful.
10:00 - 11:00 am Salon B, C, D & E
RAISING THE QUANTITATIVE BAR
Rebecca Lucy, Lucy Media Research
Erica Smith, Looking Glass Consulting
This Interactive session will address optimizing customer satisfaction research that results in actionable data, not just information. Cable companies often find themselves swimming in a sea of operations metrics and unable to: determine the root causes of customer dissatisfaction; identify key determinants of loyalty; measure the relationship between internal initiatives and customer behavior; and, -with increased budgetary pressures, prioritize their highest leveraged opportunities to achieve business results. This presentation will address critical success factors and elements in designing the right customer survey, selecting the most appropriate methodology and frequency, the importance of verbatims, and what to expect when you receive the results.
Rebecca Lucy is a marketing research consultant who specializes in designing and managing research projects and in analyzing and presenting information from customers, employees, and markets. She has a proven track record in adding value to research projects using primary/secondary/internal/external sources and as contributing measurement expert. Prior to her consulting work, Lucy was employed by American Cablesystems Corporation (now Comcast) in marketing research, investor relations and operations for five years. In addition to research projects she has created and delivered workshops on quantitative research methods for brand planners, developing cost-effective feedback systems, and honesty/dishonesty issues in organizational surveys.
Erica Smith is a Principal at Looking Glass Consulting, and has held executive level positions in organizations representing multiple industries, the federal government and within respected consulting companies. Her experience in optimizing change and organization performance has been gained over the course of more than twenty years. She is a highly regarded knowledge leader, helping clients achieve the results required by their strategy, and increasing their organization's capability to execute daily performance. She previously served as Vice President, Business Transformation at Renaissance Worldwide.
11:00 am - 12:00 pm Salon B, C, D & E
MEASURING WHAT MATTERS
David Isenberg, Atlantic Broadband
How to create a Net Promoter Score ("NPS") system that ensures the right customers and touch points are measured for customer satisfaction. Attend this session and learn how Atlantic Broadband has designed a simple, cost effective, NPS program around installation and service fulfillment for our customers. We will share our early learning from this program as well as actual 2007 and 2008 results.
As Vice President of Products, David Isenberg is responsible for product strategy, new product introduction, pricing and packaging across all lines of business at Atlantic Broadband. He was a member of the founding team at Atlantic Broadband and since the company's formation over four years ago has led numerous product launches and service enhancements including the launch of DVR service, video on demand, Internet portal services, as well as residential and commercial telephony. Isenberg has championed the use of online survey tools as a method for low cost, rapid customer feedback during and after product launches which evolved into the company's current Net Promoter Score program. He began his cable industry career twelve years ago with Continental Cablevision, where he was the product manager that launched one of the nation's first High Speed Internet services in 1996.
12:00 pm Commonwealth Foyer
LUNCH TO GO
© 2012 Broadband Cable Association of Pennsylvania