Annual CCO Summit
2011 Annual CCO Summit - New York City
October 18-19, 2011
The theme for this meeting is "Accelerating Leadership." More so than any other member of the C-Suite, the success of the Chief Customer Officer depends on the ability to lead through influence. The CCO has some positional authority and can "borrow" authority from the CEO championing the cause, but the most successful CCOs are those that quickly earn authority and exercise compelling leadership.
How does one become a compelling leader? What are the
traits, skills, and strategies of the most successful Chief Customer Officers?
During this series of discussions you will hear from Vicky Stennes, vice president, inflight experience at JetBlue Airways who will discuss the leadership required to turn a struggling airline into a JD Powers and Associates award winner for five
straight years, and how she¹s created a truly passionate workforce who can¹t wait to go to work!
Sean Tucker will share his view of leadership, passion, and thrill.
A National Aviation Hall of Fame inductee and aerobatic pilot for Team Oracle, he is the only civilian performer ever to be allowed to fly close formation with the Blue Angels and the Thunderbirds. Tucker has flown more than 1,000 performances at more than 425 airshows, in front of more than 80 million spectators.
Jeb Dasteel, Chief Customer Officer of Oracle and the CCO Council¹s 2009 Chief Customer Officer of the Year, will share how he¹s leveraging data and customer analytics to lead Oracle to more profitable growth. He¹ll also lead a discussion around the core analytics every CCO should be tracking.
Jasmine Green, VP and chief customer advocate of Nationwide will share how she helped Nationwide get to the root cause of customer complaints and then actually DO something about it, leading a culture and business transformation across 32,000 associates, enhancing accountability, engagement, customer retention, yielding powerful business results.
The highlight of the event is the awarding of the Chief Customer Officer Council CCO of the Year award to the Chief Customer Officer that has achieved the greatest results for his or her company and for the overall perception of the Role of the CCO.
This is the only place where CCOs can gather and openly share with true peers their successes, failures, and challenges. Here you¹ll learn what others have done before, and most importantly, gain answers to your most urgent issues. You¹ll walk away with a collection of new ideas, proven strategies, a handful of best practices, and new relationships to support your endeavors. I guarantee that the more you engage, the more you¹ll gain that will help ensure your success and increase your value to your organization, your CEO, and your customers.
In this age where customers demand superior service, access, and transparency, customer-centricity is the only sustainable source of competitive advantage. Let¹s fuel this transformation by bringing everyone with us on the journey towards solid business performance.
I look forward to having you join us.
Curtis Bingham
Founder and Executive Director
Chief Customer Officer Council
Event Agenda
Tuesday, October 18, 2011
| 8:00am ET |
Breakfast & Networking
Breakfast & Networking
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Presented by:
Curtis Bingham
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| 9:15am ET |
Introductions & Opening Exercise
Introductions & Opening Exercise
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Presented by:
Curtis Bingham
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| 9:00am ET |
Welcome & Opening Remarks
Welcome & Opening Remarks
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Presented by:
Curtis Bingham
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| 10:00am ET |
Special Report on Leadership
As much as we might wish otherwise, discontent on the inside is mirrored on the outside, and our customers suffer the consequences. What does it take to become a transformative leader, capable of engaging employees at an emotional level and inspiring spectacular results? Curtis Bingham will present the ideal leadership characteristics of successful CCOs based on recent research.
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Presented by:
Curtis Bingham
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| 10:45am ET |
Break
15 minutes
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Presented by:
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| 11:00am ET |
Passion + Thrill = Exemplary Leadership
What role do passion and thrill play in exemplary leadership? Having flown more than 1000 performances at more than 425 airshows in front of 80+ million fans, Sean Tucker is the world¹s premier aerobatic pilot. At the stick of his custom-designed Team Oracle fire-breathing stunt plane or in the front of an audience, Sean inspires and thrills with infectious energy that rekindles guests¹ passion for greatness. Learn how you can do the same,only without the unsettling g-forces of aerobatic flight!
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Presented by:
Sean Tucker, Stunt Pilot, Team Oracle
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| 12:00pm ET |
Lunch
Lunch
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Presented by:
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| 1:00pm ET |
Leadership from 30,000 Feet: Inspiring a Passionate Workforce
Everyone has an airline story to tell, and many are mediocre to poor. Resisting the "send everyone to charm school" approach, Vicky Stennes started instead from the inside out to find out what was preventing crewmembers from delivering a spectacular experience, and then engaged them in finding practical solutions. Rather than distributing "Dummies Guides to Service" and demanding compliance she modeled
exemplary behavior, showing what it felt like and earning dedicated followers.
Vicky will share how she created emotional bonds with crewmembers and inspired them to use their discretionary energy to help champion the customer cause and earn the JD Powers award for seven consecutive years.
Topics for discussion:
1. What are the obstacles to employees' delivery of excellent customer service?
2. Do your employees know exactly how their performance impacts customers?
3. What are you doing to engage employees in designing ideal outcomes?
4. How can you create extremely motivated employees that willingly dedicate discretionary time and energy to supporting the customer cause?
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Presented by:
JetBlue, Vicky Stennes, VP Inflight Experience
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| 2:30pm ET |
Break
15 minutes
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Presented by:
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| 2:45pm ET |
Critical Customer Analytics for Uncommon Results
The most effective leaders have superb customer data informing strategy and giving credence to their decisions. Oracle's Customer Analytics team has consistently exceeded organization expectations. Jeb Dasteel will share insights into how the team is organized, the key analytics in play, and some of the impressive top and bottom-line successes they're experiencing. He¹ll also lead a discussion around the core analytics every CCO should be tracking.
Topics for discussion:
1. What form do customer analytics take in your organization?
2. How are you using customer analytics to segment and better serve customers?
3. How are you better able to predict customer behavior?
4. What strategic decisions are being made in your organization without the benefit of sufficient customer insight?
5. Who should own the customer analytics function in your organization?
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Presented by:
Jeb Dasteel
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| 3:45pm ET |
Roundtable: Overcoming Your Greatest Challenges
What is keeping you from being as successful as you desire? What would you most like to change about your role, your organization, your company, or even your customers? Come prepared to share the details of one or two critical issues and learn from your peers who've "been there, done that" and can tell you from experience exactly how they overcame similar problems‹and the pitfalls to avoid. Brainstorm unique and innovative solutions with your peers that will help you turn these challenges into your next opportunity.
Topics for discussion:
1. What (or whom) is hampering your efforts to drive results for your customers?
2. What strategy have you been wishing you could get input on?
3. What frustrates you the most‹that you don't feel like you can share with your peers?
4. If you could change one thing about your job, responsibilities, accountabilities, etc., what would it be?
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Presented by:
Curtis Bingham
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| 5:15pm ET |
Closing Remarks
Closing Remarks
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Presented by:
Curtis Bingham
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| 5:30pm ET |
Adjourn & Shuttle to Dinner
Adjourn & Shuttle to Dinner
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Presented by:
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| 6:30pm ET |
Dinner Provided by the CCO Council
Dinner Provided by the CCO Council
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Presented by:
Curtis Bingham
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Wednesday, October 19, 2011
| 8:00am ET |
Breakfast & Networking
Breakfast & Networking
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Presented by:
Curtis Bingham
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| 9:00am ET |
Opening Remarks
Opening Remarks
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Presented by:
Curtis Bingham
|
| 9:10am ET |
Leadership from the Top Down and Bottom Up
How do you transform the behaviors of 32,000 people to become a truly customer centric organization? Through engagement, empowerment, and accountability. Beginning with a rich cultural heritage and significant executive support, Jasmine Green quickly earned her own authority as she earned the respect of the employees. Learn how Green has created a culture of excitement around serving customers as she¹s worked with executives, business leaders, and front-line employees to "do the right thing" for customers.
Topics for discussion:
1. How do you more fully leverage executive support?
2. How can you earn your own organizational authority‹faster?
3. In what ways can you hold employees accountable, and empower them at the same time?
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Presented by:
Jasmine Green
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| 10:30am ET |
Break
Break
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Presented by:
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| 11:30am ET |
Key Learnings & Best Practices
Join us for a fast-paced summary of the most powerful lessons learned during the event and create compelling, profitable best practices for all to share!
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Presented by:
Curtis Bingham
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| 11:50am ET |
Closing Remarks
Closing Remarks
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Presented by:
Curtis Bingham
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| 12:00pm ET |
Adjourn-Luncheon& Networking
Adjourn-Luncheon& Networking
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Presented by:
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| 5:00pm ET |
TRAVEL INFORMATION
AIRPORTS
The nearest airports servicing New York City are LaGuardia International, John F. Kennedy International, and Newark Liberty International.
SHUTTLE SERVICES
Super Shuttle and Go Airlink NYC provide public transportation to and from New York airports for under $20 one way. Please visit their websites for detailed information and to make online reservations.
MEETING LOCATION
Oracle America
30th Floor, Conference Room 30104
520 Madison Avenue
New York NY 10022
Main Reception: +1 212/508-7700
NOTE: Attendees need to sign-in and be escorted to the meeting room from the Lobby.
Please be prepared to show a valid photo ID.
HOTELS
The Marriott New York East Side hotel is the CCO Council¹s recommended hotel for this event. The Marriott offers a limited number of rooms to summit attendees at a special Oracle rate of $369 per night if the rate is specifically requested no later than September 26th. Since October is a busy month in NY, please make your reservation early. The standard Oracle rate at the Marriott New York East Side during the Summit is $399 per night, subject to availability. The standard corporate rate during the Summit is $449, subject to availability.To make reservations you can either call the Marriott reservations office at (800) 242-8684 or reserve online and enter the group code: ORRORRA.
Marriott New York East Side
525 Lexington Ave at 49th St
New York NY 10017
P +1 212/755-4000
F +1 212/715-4296
Other nearby hotels include:
The New York Palace, offering a discounted Oracle rate of $519 (subject to change).
Omni Berkshire Place, offering a corporate rate of $539 (subject to change).
Courtyard New York Manhattan/Midtown East, offering a corporate rate of $439 (subject to change).
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Presented by:
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Cost: 2495.00