Speakers and topics for the October 7 “Voice of the Customer” retreat will explore a range of leading-edge topics in customer satisfaction and customer interaction, according to the organizers of the event, which will be held at a country club resort outside Boston.

The agenda includes the following speakers:

• Marlene Bessette, vice president of customer loyalty at Xerox, on how her company uses satisfaction data to identify and cultivate customer champions.
• Tina Taylor, vice president of global customer care at GE Fanuc, on using satisfaction scores to measure the results of internal process improvements.
• Dale Troppito, managing partner of The Gantry Group, on a new research study that explores best practices in pay incentives for high customer satisfaction scores.
• Matt Tippets, product manager at Parature, on using a Web forum to solicit and prioritize customer-inspired product innovations.
• Ann Walker, support team manager at The MathWorks, on a way to integrate customer feedback into the product development cycle.
• Peter Holt, director of worldwide technical support at Progress Software, on capturing and acting on “outside-the-box” customer feedback.
• Renee Bochman, senior director of global customer care at Endeca Technologies, on how to link internal knowledgebases and external community expertise into a single Web portal.

“Technology companies are wrestling with all the challenges of empowering their customers,” says conference co-producer Jeffrey Tarter. “We’ve brought together a group of people who have implemented very successful solutions to these challenges, and we know the discussions will be extraordinary.”

The “Voice of the Customer” Conference will take place on October
7 at the International, a world-famous golf resort and spa in Bolton, Mass. The registration fee is $285 per person.

Additional program information and registration is available at:
       http://www.first-wednesday.com/support_conference.html

Posted in: CIO, Conferences, Enterprise Support, Managing Support, Voice of the Customer, customer service