event details
what	Customer Experience Marketing Walk a Mile in My Shoes
when	October 24, 2007 10:30 a.m. - 1:30 p.m.
where	Gibsons Steakhouse 1028 N. Rush Street *valet available $11
cost	Member Rate: $65 Non-Member Rate: $85
register	Sold Out! ?s call: (312) 280-0449 *no onsite registration available

Walk A Mile in My Shoes

Ever wonder what it's like to walk a mile in your customers' shoes? Is your company making a positive impression every step of the way?

You know how hard it is to win new business and the importance of keeping customers happy. But what can you do about long back-orders, cranky help-desk operators and the maze that is your accounts payable department? While you can't solve all your company's problems, there are steps you can take today to improve your customers' overall experience. Join us on October 24 to learn some immediate steps you can take to make the customer experience one that maximizes customer loyalty, share of wallet and repeat business while building enduring loyalty.

Program Agenda

10:30 – 11:00 Registration & Networking
11:00 – 12:30 Customer Experience Marketing (see speaker profiles)
12:30 – 1:30 Lunch

Cost

AMA Members: $65
Non-Members: $85

REGISTRATION
Event is SOLD OUT. For questions, please call 312-280-0449.
*No onsite registration is available.

There is a 72-hour cancellation policy which includes a $5.00 processing fee.

Speakers

Melanie Tolley

Corporate Vice President – Communications, Fiserv Fiserv is a technology and services Fortune 500 company with 23,000 employees and more than 18,000 clients. Melanie's position was created to develop and implement the company's strategic communications plans, including corporate media relations, external communications and employee communications.

Melanie provides strategic communications counsel to all corporate functions, (Human Resources, Legal, Marketing, etc.), collaborates with Investor Relations on all financial communications, and ensures Fiserv is properly prepared to manage crisis communications.

Melanie joined Fiserv with a communications career that spans more than 20 years. Most recently, she was Senior Vice President and practice leader for health care for the GCI Group in Chicago. She was also Senior Vice President at Fleishman-Hillard International Communications.

William (Bill) Cusick

President & Founder, Vox, Inc. With more than 20 years of customer experience-related experience and expertise, Bill Cusick has spent countless hours helping companies improve their bottom-line performance through enriched customer relationships.

Bill spent 11 years at Allstate Insurance Company, running a variety of corporate communications programs where he was responsible for conceiving of and implementing more efficient ways of communicating with 40-million customers. While at Allstate, Bill helped dramatically raise the value of customer interactions while saving the company millions in processing costs.

In 1997, Bill founded Vox, a Chicago-based customer experience consulting firm. Today he continues helping clients increase customer retention and profits by strategically and measurably improving the customer experience.

John Carroll

Senior Vice President of Consulting, Synovate Loyalty John serves as a lead client advisor for business and brand strategy consulting, customer experience innovation and redesign, and general customer experience performance improvement services.

In addition to his client work, John plays a key role in developing the overall methodology as well as the specific techniques Synovate Loyalty applies globally to assist its clients in becoming customer-focused enterprises. Recently, John has concentrated his practice development activity in three key areas – defining the customer loyalty strategy and implementation plan, designing differentiated and branded customer experiences, and gaining broad employee engagement in the customer loyalty effort. John speaks regularly on these issues at global customer loyalty and customer experience conferences and has his views published in leading business journals.

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