don’t miss this once yearly event! november 4 - 6, 2015 ... · don’t miss this once yearly...

the annual gathering of the most the annual gathering of the most innovative minds in business and engaging academic engaging academic thought leaders to further the science of service

The 26th Annual Compete Through Service Symposium will feature thought-provoking insights from:

Arizona State University • Avnet • Best Western • Center for Services Leadership • Customer Bliss • Customer Care Measurement & Consulting • Dell • Entercoms • FedEx • Graymatter Creative • Honeywell • IBM • Intel • Language of Caring • Lowe’s • Medallia • Oracle • PTC • Service Profi t Chain Institute • Sitewire • Starbucks • The INSIGHT Group • W. P. Carey School of Business • and more!

See wpcarey.asu.edu/cts for complete, current list.

Don’t miss this once yearly event!November 4 - 6, 2015 • Hilton Scottsdale Resort & Villas • Scottsdale, AZ

For more information and to register, visit wpcarey.asu.edu/cts

Presenting Sponsor Chairman Sponsors

competethrough service

competecompetecompetewhere do you

competecompetediscover

competecompetediscover

competecompete breakthrough service methodologies?

competethrough through through through

how can you better leverage through through

revenue enhancing servicethrough through

revenue enhancing servicethrough through

models?through through

models?through serviceservice

who speaks for the customer on your executive team?on your executive team?

you will benefi t from CTS if you are a

C-suite Executive (CEO, COO, CMO, CSO)

Or an EVP, SVP, VP, Director, Manager, Consultant or Professional

in these areasServices StrategyClient ServicesService ManagementSales & Business DevelopmentAccount ManagementCustomer Support or AdvocacyCustomer ExperienceMarketing CommunicationsStrategy and Strategic PlanningBusiness OperationsProduct & Service DevelopmentService Operations Service Quality

Each year, the Compete Through Service (CTS) Symposium gathers the most innovative business minds and engaging academic thought leaders to further the science of service. Truly world class organizations leverage service for competitive advantage; CTS is where they learn how, and show you how to bring these best practices to your organization.

At the Symposium, you will:• discover break through service methodologies, innovative pricing

options and opportunities for continuous service improvement• evaluate various revenue enhancing service models, supported

by real life examples from diverse industries • be inspired to act on your learnings and develop a plan to bring

cutting edge service offerings to your organization

Each day of CTS will be delivered emphasizing one area of focus: • customer-centric culture• service analytics & metrics• customer experience & engagement

Likewise, the breakout sessions on Thursday afternoon will offer two modules in each of the three areas of focus.

CTS is the first university-based, faculty-led symposium exclusively dedicated to excellence in service and services.

all professionals who must understand how to use service as a source of competitive advantage benefi t from attending CTS.

thank you to our supporting sponsors

chairman sponsors executive sponsors

• Avnet

• The Boeing Company

• Customer Care Measurement & Consulting

• Charles Schwab

• Edward Jones

• The INSIGHT Group

page 2 • register today at wpcarey.asu.edu/cts • #cts_asu

“This is the best conference that I’ve ever attended. Fully engaging! A great use of my time.”

Heather Cone • Associate Vice President, Customer Experience • Cumis

26th annual compete through service symposium • page 3

presenting sponsor

breaking through –driving customer experience through your company cultureBobbi Dangerfi eldVice PresidentGlobal Sales OperationsDell, Inc.

customers at our core – leading a culture of serviceChristine McHughVice PresidentCustomer Service & Operations ServicesStarbucks

wednesday 4 november • 1:30 - 5:30 pm

grow your business by improving customers’ livesJeanne BlissPresident Customer Blissand Co-FounderCustomer ExperienceProfessionals Association


customer centric culture

It’s no longer service as usual. CTS is where new service methodologies are discussed and discovered – and CTS attendees have the major advantage of leveraging the new findings first.

Bobbi Dangerfi eld

breakout sessions (all breakout sessions are on Thursday afternoon)

4dx: driving transformation through leadership and behavioral changes – a Dell case studyLoretta FellersExecutive DirectorGlobal Sales OperationsDell, Inc.

leveraging culture to drop the silos and drive collaborationpanel moderated byMichelle ProctorDirector of InnovationFedEx Services

panelistsBobbi Dangerfi eldVice President, Global Commercial Sales Operations Dell, Inc.

Mark McLoughlinSVP & President, US Lab BusinessVWR

Adrian PaullVice PresidentHoneywell Automation and Controls


CTS hostMary Jo Bitner, PhDEdward M. Carson Chair in Service Marketing, Professor and Executive Director Center for Services LeadershipW. P. Carey School of BusinessArizona State University

Michelle Proctor Christine McHugh

John Goodman Jeanne Bliss

refl ections on the 2015 national customer rage surveyJohn GoodmanVice ChairCustomer Care Measurement and ConsultingwithMary MurcottChief Strategy Offi cerDialog Direct

co-host Wolfgang Ulaga, PhDResearch Professor and Co-Executive Director, Center for Services LeadershipW. P. Carey School of BusinessArizona State University

Mary Murcott

Loretta Fellers

general session speakers

for a synopsis of each presentation, visit bit.ly/1P9NAxt

thursday 5 november • 8:30 am - 5:30 pm



service analytics and metrics

breaking barriers between service metrics and customer experiencesMichael MortonVice President, Owner RelationsBest Western InternationalwithJohn AbrahamGeneral ManagerMedallia

service transformation and the internet of thingsJohn CarringtonVice PresidentSLM Market Strategy PTC

generating new services revenues through analyticspanel moderated byEd Petrozelli PresidentThe INSIGHT Group

panelistsDaniel GutweinDirector, Retail AnalyticsIntel

Jeff RoweDuPont Pioneer Vice PresidentStrategic Services and MarketsDuPont


free to choose – tips from the pros on how to choose analytics vendorspanel moderated byCindy CasperDirector of Knowledge & InsightsEnterpirse Marketing HubArizona State University

panelistsVictor HamburgerDirector of Marketing and CommunicationsASU Gammage

Seth KinerFounder and Managing PrincipalCharlotte Street Advisors

Dave LavantyVice PresidentAdobe

Mike NalleyDirector, Education, Training and Guest FeedbackBest Western International

deep data and intelligent service analytics – how to drive ongoing business valueGopal (V.K.) GopalakrishnanChief Marketing Offi cer and Partner Business HeadEntercoms, Inc.withRaul Singh, PhDCo-Founder Chief Strategy & Solutions Offi cerEntercoms, Inc.

Cindy Casper Gopal Gopalakrishnan Raul Singh

John CarringtonMichael MortonEd Petrozelli

Customers have come to expect consistently outstanding service experiences and offerings, and the bar is continually being raised. CTS will keep your organization at the cutting edge.

co-host Dave LavantyVice PresidentGlobal ServicesAdobe

Steve Uzzell

open roads open minds:an exploration of creative problem solvingSteve UzzellAward-Winning Photographer Acclaimed Speaker and Author

INSPIRING AND THOUGHT-PROVOKING PRESENTATION

panelists, continuedMark PetersonIBM Global Business Services Partner and Global Lead, Predictive Analytics, Internet of Things and Asset ManagementIBM

Jagannath Rao PresidentSiemens Industry

John AbrahamSteve Uzzell



friday 6 november • 8:30 am - 12:30 pm



customer experience and engagement

the roadmap to modern fi eld serviceJeff WartgowDirector, Product ManagementServices CloudOracle

designing engaging and emotionally resonant experiences Lara LeeSenior Vice PresidentCustomer Experience DesignLowe’s

SPONSORED BY HONEYWELLdecoding the next generation digital experienceJoe WheelerExecutive DirectorThe Service Profi t Chain Institute

empathic communication wins customer loyaltyDorothy SisnerosPartnerLanguage of Caring, LLC

customer experience:it’s complicatedNancy GrayPrincipal & FounderGrayMatter CreativewithBrett GilesPresident & Co-FounderSitewire


Brett Giles

Lara Lee

“I have attended a number of conferences and symposia. This is the fi rst that consistently offers superior, relevant, high-quality speakers from beginning to end.”

Lynette Kaminski Manager ABD Insurance


Jeff Wartgow

Brett Giles Joe Wheeler

Organizations cannot manage what cannot be measured. The Center is the leader in the science of service, and rigorous scientific findings from across industries are shared at CTS.

co-host Rick McCombieSenior Vice PresidentDistributionThe Co-Operators Group Limited

Dorothy Sisneros

Nancy Gray



past symposium attendees have come from these leading organizations3Com • AAA Arizona • AARP • Abbott Laboratories • Abbott Diagnostics Division • Abbott Medical Optics • Abilene Christian University • Abrazo Healthcare • AcuSport Corporation • Agilent Technologies • AIR Marketing • Airpark Auto Service • American Express • APAC Customer Services • Applied Materials • Arizona Diamondbacks • Arizona Lottery • Arizona Public Service • Arthritis Foundation • Avnet • Bank of America • Blue Cross Blue Shield of Arizona • Boeing Service Company • Boston Scientifi c Company • Bowling Green State University • Cardinal Health • Case Western Reserve University • Caterpillar • Charles Schwab • Cisco • Consilium Marketing • Cox Communications • CVS Caremark • DuPont Sustainable Solutions • Edward Jones • Eisenhower Medical Center • Evanston Northwestern Healthcare • Ford Motor Company • Fudan University, China • GE • HANKEN Swedish School of Economics • Harley-Davidson Motor Company • HEC Paris • Hill-Rom Co. • Hilton Hotels • Honeywell • IBM • Idaho Power Company • IMAX • Integrity Solutions • Intel Corporation • Intermec • JP Morgan Chase & Co. • John Deere • Lockheed Martin • Lutron Electronics • Kansas State University • LensCrafters • Luxottica Retail • Marriott International • Mayo Clinic Hospital • McKinsey & Company • McNichols Company • Motorola • NASA • Northern Illinois University • ON Semiconductor • Oracle • Pacifi c Gas & Electric Company • Pacifi Care • Pearson • PetSmart • Pfi zer Hospital Products Group • Phoenix Children’s Hospital • Pitney Bowes, Inc. • Qualcomm • Rain Bird • Republic Services • Salt River Project • San Francisco Giants • SAP • Schwab Institutional • Siemens Industry, Inc. • Sonora Quest Laboratories • Sony Electronics • Southern California Edison • State Farm Insurance • Texas State University • The Co-operators • The INSIGHT Group • The Vanguard Group • U.S. Air Force • U.S. Foodservice • United Stationers • University of Auckland Business School • University of Kentucky • University of Miami • University of Victoria • University of West Florida • Vocera Communications • Wells Fargo • YRC Worldwide • Zappos Insights


pricing & registrationindividual rates until October 26 after October 26CENTER MEMBER* OR PROGRAM ALUMNUS � $1,750 � $1,850NON-MEMBER � $1,900 � $2,000NON-PROFIT** / ACADEMIC � $1,100 � $1,100

team rates*** � 3-5 PEOPLE – $1,450 � 6-8 PEOPLE – $1,350 � 9-14 PEOPLE – $1,250 � 15-19 PEOPLE – $1,150 � >20 PEOPLE – $950

register by October 26, 2015 to receive the early bird discount!For more information and to register, visit wpcarey.asu.edu/cts* You may call 480-965-6201 or visit wpcarey.asu.edu/members to determine if your fi rm is a member.** Must be a tax-exempt organization and meet the defi nitions of a 501(c)(3) organization in the IRS Tax Code.*** To register a team of three or more, call us at 480-965-6201 to ensure you receive the correct discount.

how to registerweb Register online at wpcarey.asu.edu/cts phone 480-965-6201

paymentFull payment for individuals and teams must be received prior to the start of the program. If you are having a check requested, we strongly encourage you to send your registration in advance of payment.

If disability-related accommodations are required, call 480-965-6201 at least 14 business days prior to the event.

program informationhotel and travel information Hilton Scottsdale Resort & Villas6333 North Scottsdale Road, Scottsdale, AZ 85250hilton.com • 480-948-7750

We are pleased to host the Symposium at the Hilton Scottsdale Resort & Villas, located in the heart of Scottsdale, Arizona, within minutes of shopping, dining, world-class golf, and business districts. Set in the shadow of the majestic Camelback Mountain, this AAA Four Diamond resort combines a relaxed ambience with decor inspired by the Sonoran Desert. Stay connected with free WiFi in every room.

attendees are responsible for booking hotel reservationsTo book your hotel reservations for the Symposium, call the Hilton Scottsdale directly at 480-948-7750 and mention the “W. P. Carey Compete Through Service Symposium” to receive the discounted $149 room rate. The hotel reservation deadline is October 5, 2015. Reservations made after this date are subject to availability and at a rate determined by demand.

program start time program end time1:30 p.m. on Wednesday, November 4 12:30 p.m. on Friday, November 6Symposium registration begins at 12:30 p.m.

the registration fee includesAdmission to all sessions, your program materials, two evening receptions, lunch on Thursday, two continental breakfasts, and snacks and refreshments for breaks throughout the program.

cancellation policyRegistrations canceled any time prior to Friday, October 30, 2015 are not subject to any fees. Cancellations received after this date and up to the start of the program are subject to a $100 administrative service charge. Cancellations cannot be made after the start of the program. Substitutions: If your plans change and you can no longer attend, a colleague is welcome to attend in your place – just call and let us know by November 3, 2015. Questions? Please call 480-965-6201.

26th annual compete through service symposium • page 13page 12 • register today at wpcarey.asu.edu/cts • #cts_asu

“The annual Symposium is the best business conference I’ve ever gone to, and I make it a point to go every year. I bring some of our key employees and we’ve even brought customers ... it’s incredible!”

Bob Zollars • Chairman and Chief Executive Officer • Vocera

It’s the best of both worlds. For business leaders, academics and students who need to know how to use services as a source of competitive advantage in business, The Center for Services Leadership is the place to turn. With one foot fi rmly anchored in sound academic thinking and the other in business-world practicality, The Center combines the latest advances from the academic world with the best of business strategies.

Respected throughout the world as a defi nitive source of services knowledge, The Center for Services Leadership in the W. P. Carey School of Business at Arizona State University was created in 1985 to respond to the unique and emerging challenges facing companies in this arena. The combined strength of the outstanding ASU faculty, along with the wisdom of our partnering companies, enables us to help both product and service fi rms become and remain winners in their markets.

Go to wpcarey.asu.edu/csl to learn more about how you can get involved with us through our executive education offerings and research opportunities, through a strategic partnership with your organization, or through recruiting our MBA students who specialize in service strategy.

what makes us unique?

• science We are in the business of the science of services. We base

our understanding of what works on research and objective criteria, not just platitudes.

• significance We are in the business of understanding what works in the real business world, not just pure theory.

• synergy We are in the business of building a cross-industry network of companies along with academics who can help each other discover fresh ways to compete through service, not just business as usual.


“This is the fi fth time I’ve attended the Symposium. It continues to be a motivating experience and re-energizes me to go back and move our company forward in leveraging the business opportunity through expanding the service experience for our customers.”

Dan Watchorn • Vice President, Client Relationship Management • The Co-operators

McCord Hall, W. P. Carey School of Business ASU Tempe Campus

Quick facts about the W. P. Carey School of Business at Arizona State University • among the largest business schools in the United States, with

more than 11,000 students

• highly ranked as having the No. 27 full-time MBA program, the No. 18 part-time MBA program, and the No. 2 online MBA program in the nation, as ranked by the U.S. News & World Report and ranked as the No. 13 executive MBA in the world, according to the Wall Street Journal

• highly respected for its exceptional faculty, including Nobel Prize winner Edward Prescott

• internationally renowned for its 11 outstanding research centers, including the Center for Services Leadership

• one of the highest MBA placement rates for its graduates of any MBA program in the country

• extensive, international alumni network of support includes more than 90,000 individuals


“The symposium was a great place to stretch my mind and learn about the challenges and successes in services from several different industries. Well done!”

P.O. Box 872106Tempe, AZ 85287-2106

480-965-6201 Phone

wpcarey.asu.edu/csltwit ter .com/WPCCSL

Non-Profi tOrganization U.S. Postage PAIDArizona State University

Don’t miss this once yearly event!November 4 - 6, 2015 Hilton Scottsdale Resort & VillasScottsdale, Arizona

26th annual compete through service symposium

Dominic Custodio • Project Manager, Synergy • Boeing

don’t miss this once yearly event! november 4 - 6, 2015 ... · don’t miss this once yearly...

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