PCG CCO Summit 2009

Chief Customer Officer Council's
2009 Chief Customer Officer (CCO) Summit
Leveraging Best Practices from CCOs from Around the World
June 2-3, 2009 · Oracle Headquarters, Redwood Shores, CA

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With an all-new program created with the help of CCOs like you, I’m delighted to invite you to join me and your peers for the first ever Predictive Consulting Chief Customer Officer (CCO) Summit to be held on June 2-3, 2009 at Oracle's California Headquarters.

The CCO role is rapidly evolving, growing from only 30 worldwide in 2003 to well over 300 today. It is becoming a powerful force for driving customer-centric business growth, yet the role is often poorly understood by customers and employees alike.

In my work with more than 50 of the 300 CCOs around the world, I've found that CCOs share three critical concerns:

Driving (more) profitable customer behavior such as improved loyalty, greater share of wallet, decreased costs to serve, etc.
Creating a customer-centric culture by aligning employees and resources to rapidly and profitably meet customer needs
Conveying and defending value to the CEO, the Board, peers, and employees

Please join me as I share extensive research results detailing evolving best practices of CCOs from numerous different industries around the world, ranging from software to hospitality, and even from public utilities to major league baseball! I'll share with you how the role has changed over the past 6 years, what makes the best CCOs successful, and the trends that you need to prepare for.

Learn how many Fortune 500 companies are leaving tens of millions of dollars on the table each year and how you can avoid the same fate
Our host, Jeb Dasteel, will talk about his unique and very successful implementation of the CCO role at Oracle and some of the fascinating results he's achieving
Hear from Rudy Vidal, the creator of Panasonic's Xtreme Customer Satisfaction (XCS) program that drives profitable customer loyalty and how he's making work at inContact
Recognize the dangerous "Trade-down Effect" in the current economy and learn how you can turn it to your advantage
Discover how companies like Intuit, Oracle, SAP, Panasonic, and many others are creating customer-centric cultures to prioritize projects and drive loyalty
Come prepared to share your single-most challenging issue as a CCO, and learn from your peers who've "been there, done that," so you can quickly triumph and move on to the next opportunity
Learn how you can prove the value you provide to the CEO, the Board, and your customers

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 forum in the world dedicated to Chief Customer Officers, Customer Experience Officers, and other executive-level customer champions. Nowhere else can you find research specific to your role, gain access to your peers in a safe environment where you can share not only your successes, but also your challenges and walk away enriched and more successful than ever in driving your customer agenda.

I hope to see you there!

Sincerely,

Curtis N. Bingham

P.S. If you know of another executive-level customer champion who might also be interested, please let them know!

CCO Summit Agenda

Day One: Tuesday, June 2, 2009

8:00am	Registration, Breakfast & Networking
9:00am	Welcome, Introductions, & Opening Remarks, Curtis N. Bingham
9:20 am	Evolving Best Practices of Chief Customer Officers from Around the World, Curtis N. Bingham, Predictive Consulting Group The CCO role is rapidly evolving, growing from only 30 worldwide in 2003 to well over 300 today. The fuel for this growth is derived from four surprising areas, and the critical success factors that make the difference between success and failure are powerful. Common to all CCOs are three major concerns, and the research of leading CCOs shows best practices in dealing with each. Learn how you can more effectively drive customer-centric change across your organization as you increase loyalty and business growth.
10:20 am	Break
10:30 am	The Oracle Journey: From Conflict to Collaboration, Jeb Dasteel, CCO, Oracle Oracle has been long known as a hard-charging company focused on product leadership. With the pivotal acquisition of PeopleSoft in late 2004, Oracle recognized that to be successful the focus needed to expand to include a strong emphasis on customer retention. With this new focus and over the course of 51 subsequent acquisitions, Oracle has come to fully embrace the notion of customer centricity. Jeb will talk about Oracle’s vision and how they’ve succeeded in placing the customer at the center of their strategic decision-making process. He’ll share some of the more notable successes along this journey as well as some of the steps Oracle has yet to take.
11:30 pm	Introducing the Chief Customer Officer Council The Chief Customer Officer Council is the first of its kind -- a member-led peer-advisory network offering unparalleled insight into the critical issues facing CCOs. The CCO Council is committed to elevating this important role in business strategy, helping its members grow professionally, and most importantly, helping drive solid business results in member organizations.
12:00 pm	Luncheon, provided by Oracle
1:00 pm	Customer Mindsets in the Current Economy How you can take advantage of the “Trade-Down Effect” Workshop In the current economy, customers are “trading down,” sacrificing loyalty for lower price. Learn what you can do to prevent the wholesale destruction of loyalty and keep hungry competitors from stealing your customers. Explore in this workshop current trends & opportunities, and devise strategies to take advantage of them to protect your best customers and attract new ones, while also protecting profitability.
2:15 pm	How You Can Create a Customer-Centric Culture Working Session How can you help non-customer-facing employees truly care about customers whom they’ve never met? Learn how companies like Intuit, Oracle, SAP, Panasonic, and many others are creating customer-centric cultures. Determine ways to prioritize the plethora of customer initiatives to maximize customer impact. Develop new best practices with the help of your peers to properly motivate and reward customer-centric employee behavior to more profitably serve the most important customer needs.
3:30 pm	Break
3:40 pm	Overcoming Your Greatest Challenges Peer-to-Peer Roundtable 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.
4:45 pm	Cocktails & Networking
5:30 pm	Shuttle to Hotel
6:00 pm	Dinner

Day Two: Wednesday, June 3, 2009

8:00 am	Registration, Breakfast & Networking
9:00 am	Opening Remarks, Curtis N. Bingham
9:15 am	Creating Customer Loyalty for Competitive Advantage, Rudy Vidal, CCO, inContact Improving loyalty is thought to be the Holy Grail for business success. But many find it difficult to affect, measure and justify. Based on 10 years of research Rudy has developed the Xtreme Customer Satisfaction (XCS) philosophy which he first implemented at Panasonic and then at inContact. XCS focuses on the mechanisms of loyalty to drive policy, process and delivery. Most importantly, it provides a model to compute ROI for customer centric efforts.
10:15 am	Break
10:30 am	Translating Customer Insight into Customer Strategy, Presentation and workshop Without an adequate customer strategy, you may be leaving millions of dollars on the table. Learn how three Fortune 500 companies each generated $16M-$26M in incremental annual revenue by developing a customer strategy. As the CCO, you can help your company grow by eschewing the “one-size-fits-all” approach to customers and creating a unified customer strategy from multiple, profitable segments that captures greater revenue and instills greater loyalty. With your peers, create the framework to create customer portfolios and the attendant tactics to more profitably meet their needs.
11:30pm	The Chief Customer Officer Council CCO of the Year Presentation
12:15pm	Closing Remarks: Where Do We Go Next? Curtis N. Bingham
12:30pm	Adjourn

Speaker Spotlight

CBingham

Curtis N. Bingham, President of Predictive Consulting Group, is the Summit's featured speaker and meeting moderator. For more than 15 years, Curtis has helped companies dramatically increase customer acquisition, retention and customer profitability. He's the author of the forthcoming book published by HRD Press, The Key to Customer Strategy: The Rise of the Chief Customer Officer that describes how a consistent and unified customer strategy can grow revenue, profit and loyalty. He's uncovered millions of dollars in hidden profits for companies like Intuit, Microsoft, Standard & Poor's, Cardinal Health and numerous smaller businesses.

A recognized authority and thought-leader on Chief Customer Officers (CCO), Curtis has published the annual Executive-Level Customer Champions report covering companies such as Cisco, HP, Sun, Monster.com and Disney that includes the roles, responsibilities, and best practices of CCOs around the world to increase customer loyalty and profitability

CDasteel

Jeb Dasteel, holds the position of Senior Vice President and Chief Customer Officer at Oracle. He has been with Oracle for ten years, in various consulting, sales, and corporate roles. Prior to joining Oracle in 1998, Jeb worked as an IT strategy and operations principal consultant at Gemini Consulting. Earlier in Jeb's career, he worked in various management positions in materials, subcontracts, and program management for General Dynamics and Loral Corporation. Jeb graduated from San Diego State University, and received his MBA from the University of San Diego and the Clairemont Graduate School.

RVidal

Rudy Vidal is passionate about customer centricity and has focused his career on creating a holistic, hands-on understanding of today’s corporate and business environments with an emphasis on customer centricity. As Chief Customer Officer, Rudy oversees the Corporate Strategy, Process and Services areas of inContact with the ultimate goal of increasing customer loyalty. Rudy developed the XCS methodology in an effort to bring understanding of the origins, drivers and methods to quantify the benefits and ROI of customer centricity efforts. Rudy works with companies and institutions of higher learning, in improving awareness, methods and curricula for achieving greatness in customer centricity.

Much of his customer service work was done as Director of Extreme Customer Service (XCS) for Panasonic Corporation of America, where he developed corporate initiatives to address the challenge of differentiation in a commoditized market. Throughout his career, Rudy has been instrumental in such areas as: engineering and quality control, systems design, strategic corporate planning, sales, marketing and customer service. Rudy graduated Cum Laude from Kean University with a Bachelor of Science degree in Computer Science. He earned an AAS in Electronics Engineering from Middlesex County College.

Registration Fee & Hotel Information

Predictive Consulting CCO Summit
Oracle Customer Visit Center
600 Oracle Parkway
Redwood Shores, CA
June 2-3, 2009

Early bird registration fee: $995 (expires March 31, 2009)

Registration fee after March 31, 2009: $1395

The registration fee includes all conference materials and all meals, including dinner on June 2 at the French cuisine restaurant Bay 223, during the one and a half day event. If you require hotel accommodations for June 1 & 2, room rates at the nearby Hotel Sofitel start at $170/night. We encourage you to make your reservation right away to take advantage of this low rate! To book your accommodations, please call the hotel directly at 650-598-9000. The hotel is a 15-minute walk from Oracle’s Customer Visit Center (Building 600) where the conference is being held. The hotel also offers shuttles to Oracle’s headquarters if you make arrangements with the concierge. For information on the Hotel Sofitel, please click here.

You can either register online via the PayPal link below or, if you prefer, you are welcome to call Curtis Bingham at (978) 952-0047 and I´ll be happy to help you with the registration and arrangements.