sunday, april 18

7:00 p.m. - 9:00 p.m. - Opening Mixer

monday, april 19

8:00 a.m. - 9:00 a.m. - Breakfast Buffet

9:00 a.m. - 5:00 p.m. - Sessions

SETTING THE STAGE:WHAT HAPPENED IN ’09?
Customer expectations, attitudes, and behaviors changed last year. Before we can respond, we must come to grips with the reality.

Strativity Group presents the most recent studies of consumer attitudes and behaviors as well as an executive study regarding the recent trends in company strategies and investment. Learn how to adapt to the new realities and develop an even stronger customer experience strategy in this opening session.

PUTTING OUR HEADS TOGETHER: PREPARING FOR THE NEW CUSTOMER
Go off into the lush setting of the resort to work with your colleagues in starting to define how to get from here to there.

Working in small groups, you will explore changes that need to take place in diverse areas such as strategy development, defining the relationship structure, business case development, leadership, and organizational alignment. Following the work in small groups, a debriefing session will take place aimed at enhancing and leveraging the collective knowledge of participants.

SHARING WHAT YOU KNOW: I DID IT MY WAY
Three tales of three companies which have already faced the challenge and lived to tell about it will be used to spark this working session.

One of the companies created a grass-roots movement to make customer experience a reality. The second designed its CEM solution from the top down and delivered it to every touch point. The third used change management to drive the organization toward the customer experience horizon. Which of these models would work best in your unique situation, only you can decide. A panel discussion will help you evaluate the possible scenarios.

TAKING IMMEDIATE ACTION:THINGS YOU CAN DO TODAY
Bring just one great idea to share with others at this session and you’ll walk away with dozens more shared by others.

In this session, we will focus on immediate returns and getting everyone started in implementing a solution. Additionally, Strativity will share with you 60 rapid-deployment, affordable ideas you can start immediately to get the momentum going. This session is all about practicality and getting results fast.

1:00 p.m. - 2:30 p.m. - Luncheon

6:30 p.m. - 9:00 p.m. - Classic Barbecue & Sunset Networking Reception

tuesday, april 20

8:00 a.m. - 9:00 a.m. - Breakfast Buffet

9:00 a.m. - 4:00 p.m. - Sessions

MAPPING OUT YOUR PLAN:DESIGNING YOUR CUSTOMER’S JOURNEY
In this hands-on activity designed to stimulate your creativity and inspire innovation, you’ll map out your customer experience strategy in 3-D.

Participants will work together in small groups to redesign the touch points that define your customer’s journey: sales, marketing, the website, and customer service. Each group will create its own collage of the ultimate customer experience as defined by the touch points, and then together we will learn from each other’s ideas and create a complete customer experience journey map.

ADDING THE FINISHING TOUCH: FOLDING SOCIAL MEDIA INTO THE BLUEPRINT
Put the icing on your strategic cake by learning how to effectively layer social media into your mix. No one can disagree: Social media is here to stay. But how do we respond to it? What can we do with it? What is hype and what is real? How do we get started? What are the ground rules? These and other questions will be explored with the goal of building a blueprint for social media success.

WHAT HAVE YOU LEARNED? CONCLUSIONS AND TAKE-AWAYS
The wrap-up session will bring all delegates together to arrive at bottom lines, take-aways, and next steps. Leave on a high note and make a commitment to start changing things the next day.

12:30 p.m. - 1:30 p.m. - Luncheon