CUSTOMER SERVICE
Track Speakers
The conference runs from 7:30 am to 4:30 pm.
After the Opening Keynote, Networking Break and Strategic Briefings, the
Customer Service Track offers an exceptional group of speakers:
10:25-10:30 am
Track Introduction
Roger Paulson
10:30-11:05 am
 
Finding the Edge of Service: Making the Case to
Unlock Your Organization’s Potential
Brad Cleveland Senior Adviser, Author,
ICMI
Massive change is happening in service delivery. And though this can be a disorienting time, there’s never been a greater opportunity to leverage customer interactions into better business results — growth, profitability, innovation and trust. But to reach your potential, you’ve got to make the case within your own organization that service matters more than ever, then build a cross-functional approach that delivers results.
In this session, Brad Cleveland identifies the trends and principles that will help you frame discussions, get senior leadership and the broader organization on board, and unlock the strategic value of service.
About Brad »
Brad Cleveland is known globally as one of today’s foremost experts in customer strategy and management. He has worked across 45 states and 60 countries, and his clients have included many service leaders — American Express, Apple, Coca-Cola, USAA, HP and others. In fact, Brad has worked with more than 70 percent of the companies that have the top net promoter score in their respective industries. His
books and articles have been translated into more than a dozen languages, and he has appeared in media ranging from The New York Times to The Wall Street Journal and NPR's All Things Considered.
One of the initial partners in and former President and CEO of the
International Customer Management Institute
(ICMI), Brad grew the firm into a global industry leader that is now part of
London-based United Business Media,
and he received ICMI’s inaugural Lifetime Achievement award.
Brad lives in Sun Valley, Idaho, with his wife Kirsten, and their daughter
Grace.
11:05-11:40 am
 
An “Effortless Customer Experience”
Occurs Mostly Inside Your Mind
Rick DeLisi
Senior Director and Executive Advisor, Corporate Executive Board
What does it take for companies to improve customer loyalty? A different mindset. Different for you as a service leader, different for your frontline service reps and ultimately, different for your customers.
Rick DeLisi, co-author of the best-selling customer service book “The Effortless Experience,” will share behind-the-scenes insights from CEB’s ongoing discoveries about the link between low-effort service interactions and future customer loyalty:
- Customer effort turns out to be much less about what customers have to DO, and much more about how the whole experience FEELS.
- Companies can take a much greater degree of control over the “mental” side of effort, using proven strategies to mitigate potentially negative customer experiences.
- Frontline reps can learn simple techniques to create the “win-win-win-win” outcomes that enable service to become a true differentiator and brand-builder for their companies, in ways that actually make THEIR own everyday job easier and more rewarding.
Join us for a lively, interactive session which will help you refresh your own mindset, while offering practical, easy-to-implement tactics to improve the overall quality of your customer experience.
About Rick »
Rick DeLisi is a senior advisor with Corporate Executive Board
(CEB)'s global Customer Experience practice and the coauthor of the
best-selling book "The
Effortless Experience: Conquering the New Battleground for Customer
Loyalty." For the past nine years, Rick has traveled the world delivering
keynote addresses and creating interactive seminars based on CEB's
cutting-edge customer research into topics, including increasing
customer loyalty, creating an improved multichannel experience
and hiring high-performing frontline service agents. A noted public
speaker and facilitator, he has led sessions in more than 50 cities in
20 countries.
Prior to joining CEB, Rick specialized in customer
communications and media relations in the airline and
hospitality industries. He is a graduate of the S.I.
Newhouse School of Public Communications at Syracuse
University, where his son also recently graduated. Rick
and his family live just outside Washington, DC in
Ashburn, Virginia.
11:40 am-12:15 pm
Optimizing Enterprise Customer Service with Process Automation
Chuck Wilson
Vice President, Business Automation,
Interactive Intelligence
World class service centers are using process automation to optimize internal operations and
customer service. Hear what “process automation” means, how it applies in a typical service operation,
how it can help to address operational gaps, and what is required to get started and make it happen.
This speaker is sponsored by
EDCi.
About Chuck »
Chuck Wilson has more than 20 years of experience helping companies automate processes.
Since 2009, Chuck has led the process automation group at Interactive Intelligence,
with a focus on integrating content management, business process automation and contact
center technologies to improve customer experience.
Prior to Interactive Intelligence, Chuck co-founded insurance content management company,
AcroSoft Corporation in 1996. At AcroSoft, Chuck was responsible for the design and development of the company’s software,
as well as its integration to core insurance solutions.
Chuck also spent five years at Policy Management Systems Corp.,
an insurance software provider, where he was a department leader in the document
management and voice technology division. There he was responsible for designing,
developing, and deploying document management, workflow and document print solutions
for insurance companies around the world.
1:30-2:05 pm
 
Skin in the Game: Motivating and Empowering Frontline Service Staff to Deliver Excellent Customer Experiences
Betty Bergquist
Vice President – Sales and Service Operations,
American Family Insurance
American Family Insurance has made excellent customer experience a company-wide priority. But translating an enterprise goal to concrete, day-to-day actions for a large customer care team can be a challenging task. In this talk, Betty
Bergquist will share the strategy she and her team implemented that linked customers’ feedback on their service interaction experiences directly to reps’ performance evaluations — and the results of the strategy in terms of improved customer experiences and more successful reps. She will discuss:
- The motivation and development behind American Family’s Representative Satisfaction Index.
- How she and her leadership team engaged frontline staff in the new approach.
- How her management team changed its approach to training and coaching to enable agent success.
- Lessons learned along the way.
About Betty »
Betty Bergquist has worked for American Family Insurance since
she started as an intern in 1989. Betty worked in Claims and Marketing, and then
became an agent in Milwaukee in 1995. She held sales leadership
roles in Idaho, Utah, Oregon and Wisconsin. In 2008, she moved back
to Madison, Wisconsin, as the Vice President of Education, a role she
held until 2012, when she became the Sales and Service Operations
Vice President.
Betty has a double major in Finance and Marketing from the
University of Wisconsin-Madison, and she earned an MBA from the
University of Phoenix. She has several insurance designations,
including Chartered Property Casualty Underwriter, Chartered
Leadership Fellow, and Life Underwriting Training Council Fellow.
She also has a Certified Call Center manager designation.
Betty is an active member in her community and has been married to
Tracy for 21 years; they have two sons, Jon and Andy.
2:05-2:40 pm
Journey to Excellence
Perry Bishop
Northern Customer Service Manager,
We Energies
Joe Piette
Vice President Customer Experience,
Andrew Reise
During this presentation you will hear about the experiences of a We Energies team on a mission to build a journey map for its New Service process. You will learn about the team’s challenges, victories and outcomes from their journey-mapping experience. You'll come away motivated to spark your own journey to map your customers experience with your employees and processes.
About Perry and Joe »
Perry Bishop has served as Manager – Customer Service for the We Energies Northern Metro Milwaukee service area since 2002. Perry has been with We Energies for 33 years and has utility experience that spans several areas of the company including, engineering, supply chain, standards and procedures, and customer service. However, for more than 20 years he has been in customer service where his responsibilities have included managing customer service delivery teams in both call center and customer operations environments.
Perry has worked face-to-face with both residential and business customers. These interactions have helped him stay true to the philosophy he believes in: Treat customers with the same care and concern that he would expect from a quality service provider.
Joe Piette has had a diverse career — award-winning film and video producer turned corporate turned consultant. In other words, Joe is a storyteller who has been on both sides of the corporate table. He is particularly experienced and talented at persona and journey map development.
Joe loves the challenge of helping companies (many of them Fortune 500) balance brand promises with customer expectations, unify organizations and their cultures, find opportunities, remove waste, rally to drive business growth, and move customers to be passionate about a brand.
Joe has a wife and four children. He loves music, playing drums, biking, and triathlons. He has raised thousands of dollars for charity riding his bike.
PLATINUM SPONSOR
The Customer Service Track is sponsored by:
PROGRAMMING COMMITTEE
Programming Committee members provide guidance on track content, topic
suggestions and speaker selection. Thank you to the 2015 Customer Service Track
Programming Committee:
The Day At a Glance
Your day at the Business Best Practices & Emerging Technologies Conference is packed with content:
Roger Paulson is chair of the Customer Service Track of
the conference. He directs the UWEBC's
Customer Service focus area.
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