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Keynote Speakers
The S-Business World Conference will have a compelling cast of industry thought leaders and management experts sharing insights and best practices across a number of highly topical service industry subjects.
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The Quest for Customer
Devotion
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The attitudes and practices of employees strongly influence the way customers view your organization. But creating a consistent customer experience that both satisfies customers and conveys the proper image takes service leadership. In this session, you’ll see that while service leaders don’t have to be charismatic and charming to be effective, they must be able to perform the specific leadership tasks necessary for consistent and remarkable service. Using compelling examples, solid research, humorous delivery, and cutting-edge ideas, you’ll learn concrete ways to release employee passion, encourage boldness, and reinvent problem processes – and leave ready and able to get your associates engaged, enthused, and eager to give unforgettable, magnetic service.
About Chip Bell
Chip R. Bell is founder and manager of The Chip Bell Group, where he leads a confederation of highly seasoned consultants who collaborate to help organizations build a culture that supports long-term customer loyalty. Chip is the author or co-author of several best-selling books including Service Magic, Customers as Partners, Managing Knock Your Socks Off Service, and Managers as Mentors. His newest book, Magnetic Service: Secrets for Creating Passionately Devoted Customers, has won numerous awards and made several best-seller lists. Chip holds graduate degrees in organizational psychology and human resource development from Vanderbilt University and George Washington University.
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Egonomics: Managing the Power
of Ego |
Steve Smith has spent the past ten years exploring how great leaders use ego differently than everyone else—how they work, think, collaborate, and who they are. The result of his work, Egonomics: what makes ego our greatest asset (or most expensive liability), will be published in 2007 by Simon & Shuster. In this session, Smith draws from his decade of research and real-world findings to show how to draw on the strengths of ego and minimize its weakness through the principles of humility, curiosity and veracity; how to build an open-minded culture where business agendas aren’t overshadowed by personal agendas; and how to create intense business debate with the intention of progress rather the drag of conflict.
About Steven Smith
Steve Smith is a founding partner of the management training and consulting firm MarcumSmith, LC. Steve has invested more than a decade into the topic of egonomics, trying to reinvent the way people work. His writing, speaking and business ideas have received acclaim from Tom Peters, Ram Charan, Marshall Goldsmith, and Harvard Business School, and been embraced by such client organizations as Hilton, Disney, Cox Communications, American Express and State Farm. With degrees in management and psychology, and expertise in team collaboration and leadership, Microsoft Live Meeting featured Smith for two years as top leadership faculty.
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Play It Right 2.0
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Globalization is forcing companies to make big changes in the way they operate. As always, the objective is to grow revenue, while containing cost. But scaling globally adds additional complexity and requires different business models. Moving up the value chain seems to be the obvious answer, but the real question is how do you go from theory to practice, and what does it really take.
Jack will talk about the driving forces in the today's market and the realities of continuous change on the business models of your company, from the perspective of one of the largest services organizations in the world. Jack will offer insights in how to navigate in today's world, where customers are demanding flexibility but also want you to execute your support processes like clockwork; where customers have insights into your operation and can easily compare you to your competitors. Why would a customer still want to engage with you? How do you add value? Is there some real science behind all of this?
About Jack van Driel
Jack van Driel, IBM Advocate & Paradoxiologist, works as Chief Technology Officer for IBM in Benelux, is a member of IBM’s Innovation & Technology Team and is Vice Chairman of the Benelux Technical Expert Council. Jack is a strategic advisor to clients and IBM on business innovation and the application of new technologies. Besides his work for clients, he also teaches at several universities and post-doctoral institutes on the impact and possibilities of technology on organizations, regions and countries. Jack holds engineering degrees in electronics and computer science.
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The New AFSMI
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AFSMI has always been dedicated to supporting the professional advancement of service practitioners, and we are pleased to be announcing a number of exciting and significant enhancements to AFSMI programs, all aimed at improving our ability to help you meet your goals.
Mike Davison will be discussing some important changes to the membership programs, as well as plans for new programs and additional enhancements that will be available over the coming months, that members will want to be sure to take advantage of.
About Mike Davison
Mike Davison is responsible for the overall program delivery, member satisfaction, and financial performance for all components of core AFSMI membership.
Before joining AFSMI, Mike was the vice president of advanced programs for the SSPA, where he launched and managed the J.D. Power and Associates Certified Technology Service & Support program.
Previously, Mike was the vice president of marketing & product management for Rainmaker Systems, responsible for corporate marketing, product strategy, service offering definition, and pricing. Rainmaker provided outsourced services sales and marketing for technology companies.
Mike has held seats on the AFSMI Vendor Committee and the ITSMA Executive Roundtable. He has also had executive experience at Preview Systems, as well as enterprise software experience at Informix and consumer software experience at the Filemaker division of Apple. Mike is a graduate of the University of California-Berkeley and Santa Clara University.
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Todd Hewlin
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In an era of accelerating product life cycles and rapidly shifting business models, the primary innovation demanded of the services function is flexibility. The role of services in a product or systems company changes as markets evolve, and service organizations must organize themselves to play different roles in different markets with different success metrics—concurrently! Todd Hewlin will present a framework for driving innovation in global services organizations to meet these challenges.
About Todd Hewlin
Todd Hewlin is a Managing Director at TCG Advisors. His background as a McKinsey partner and senior tech executive enables him to help clients with both strategy and execution. Prior to TCG Advisors, Todd was responsible for Symbol Technologies’ $1.5 billion in product businesses, including mobile computing, wireless networking, RFID, data capture, and mobility software. Previously, Todd was a Managing Director at B2B e-commerce leader Internet Capital Group where he ran the strategy group and served on the Executive and Investment Committees. ICG was the best-performing IPO on the NASDAQ in 1999. He started his career as a Partner at McKinsey & Company where he co-led the Global Electronic Commerce practice and was a core partner in the Financial Services group.
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