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Tech that Propels the Future of Service

Symposium Opens and Afternoon Sessions 
Wednesday, October 24

12:30 pm – Registration and Ballroom Opens
1:30 to 5:30 pm - General Session
5:30 to 7:00 pm - Networking Reception
 

Session Co-Host:

Julie Tomich
Senior Vice President and GM
Global Commerical Services
American Express

 

Featured Main Stage Speakers:

Jason Kelley
General Manager
IBM Blockchain Services

Sherry Sanger
Senior Vice President, Marketing
Penske Truck Leasing

Charlie Oliver
Founder and CEO
TECH 2025 and Served Fresh Media LLC

 

Mastering Service Culture

Morning Sessions 
Thursday, October 25

7:45 am – Breakfast and Ballroom Opens
8:30 am to 12:00 pm – General Session
12:00 pm – Networking Lunch
 

Session Co-Host:

Steve Carani
Principal, Service Division
Edward Jones

 

Featured Main Stage Speakers:

Jeanne Bliss
Founder and President
Customer Bliss
Co-Founder of the Customer Experience Professionals Association
Author of, I Love You More Than My Dog, Chief Customer Officer, Chief Customer Officer 2.0, and Would You Do That To Your Mother?

Ed Dolanski
President, U.S. Government Services
Boeing Global Services

B2B Panel Presentation on Service Culture 

 

Moderator:

Michael Mokwa, Ph.D.
Pat Tillman Foundation Distinguished Professor of Marketing
W. P. Carey School of Business
Arizona State University

 

Panelists:

Mike Bolland
Director of Customer Insights and Experience
Discount Tire

Bernard J. Clark
Executive Vice President, Schwab Advisor Services
Charles Schwab & Co., Inc.

Gary Mootz
Arizona Division Manager
Quiktrip

Mustaqueem Siddiqui, MD, MBA
Enterprise Medical Director
Patient Experience Training, Education, Coaching
Mayo Clinic

 

Thursday, October 25 
Afternoon Sessions

1:00 to 2:15 pm – Breakout Session 1
2:30 to 3:45 pm – Breakout Session 2
4:00 to 5:00 pm – Keynote Motivational Speaker
5:00 pm – Networking Reception
 

Breakout Session Speakers:

Mike Figliuolo
Managing Director
thoughtLEADERS, LLC

Terry Cain
Principal
Pinwheel Partners, LLC

with

Steve Church
Co-Owner
Pinweel Partners, LLC
Authors of: The Pinwheel – Strategy Versus Culture, and the Winner is…Improving the Odds in Your Favor

 

Keynote Motivational Speaker:

Kai Kight
Classical Violinist, Innovative Composer
Named a Top 12 Speaker of the Year

 

Friday, October 26 
CSL Think Tank 

7:45 am – Breakfast and Ballroom Opens
8:30 am to 12:00 pm – Keynote Presentation, Round Table Sessions, and Lightning Talks
12:00 pm – Symposium Closing

 

Think Tank Keynote Speaker:

Lawrence A. Crosby, Ph.D.
Chief Data Scientist
KH Moon Center for a Functioning Society, a part of the Drucker Institute at Claremont Graduate University