Breakout Sessions 

All breakout sessions will take place the afternoon of Thursday, October 25.  You will be able to attend two breakout sessions, and each breakout session will run twice.

Tech that Propels the Future of Service

Speaker Information and Presentation Information Coming Soon

Mastering Service Culture

The Pinwheel
Terry Cain
Principal with
Steve Church
Pinwheel Partners, LLC

Pinwheel Partners LLC specializes in coaching and training leadership teams on 7 elements that make up a winning culture. The thought leadership from Terry Cain and Steve Church is heavily influenced by 15 years of applying new knowledge that comes each season via the ASU Center for Services Leadership Symposium, as well as extensive experience in Fortune 500. Now the principals at Pinwheel Partners, Steve and Terry have both been regular faculty at the Annual CSL Symposium, The Services Leadership Institute as well as guest faculty in MBA classes. They both are Emeritus board members of WP Carey Center for Services Leadership and enjoy the interaction of students, business events and conferences of all sizes. Teamed together, they make the experience lively and unique for all audiences

The positions are too many to mention for both and these are the highlights:

Steve Church

After leading the most profitable north American business unit, Steve was instrumental in starting the services business models within Avnet, held positions as Vice President of Corporate Marketing, Chief Human Resources Officer, Corporate Strategy Officer, Corporate Business Development Officer, Chief Operational Excellence Officer. His leadership drove global commitment to Avnet’s core values that was foundational to the growth with period of numerous acquisitions driving consistency in the employee experience for all.

He lives in Phoenix, Arizona, and enjoys spending time with his three adult children and three grandchildren.

Terry Cain

After leading regional sales businesses within Avnet, starting new business development and strategies became a strong skillset. Then as vice president of shared business services, vice president of global operational excellence drove change management, and employee led process improvement. His “dream position” as vp responsible for global customer engagement led to the co-writing of this book The Pinwheel. With guest lecturer/speaker appearances including Kellogg at Northwestern, Eller at U of A, Argyle Leadership Events, Richmond events, NG Customer Experience and many others all focused on Customer culture, Terry is passionate about building a business culture that serves with excellence. His experience includes 30 Years in Fortune 500, Sales, Business Development, Process Mastery, Change Management and Customer Engagement.

He lives in Phoenix Arizona with his wife Rebecca and enjoys time with his one son and new daughter-in-law.

Remember that colorful childhood toy that spins?

Each vane of a pinwheel looks the same and catches the same wind, spinning the wheel around. If one vane is damaged, the pinwheel slows down or stops.

Many think of the pinwheel as a childhood diversion, but when you envision it as a metaphor for delivering great customer service, it means much more.

Delivering it, however, can be daunting – especially in a changing business environment where social media influences buyers. There are also pressures to reduce costs while providing employees with purpose and meaning.

Those challenges, however, should not stop you from plotting a path toward customer service excellence, thereby helping every employee understand the importance of great customer service and his or her role in delivering it with The Pinwheel.

Leadership and Communication

You Can’t Lead if You Can’t Communicate! Using Structured Thought to Lead Through Compelling Stories
Mike Figliuolo
Managing Director

Clear, compelling communication is a critical yet oft overlooked leadership skill that is important at all levels of an organization – from junior analyst to CEO. Most current communication practices are inefficient and convoluted, but by adopting a structured thought and communication method, you can greatly enhance the clarity and effectiveness of your communication. In this session you’ll learn:

  • How to greatly enhance  an individual’s ability to lead their organization with greater clarity of communications
  • How this structured thought process can be applied at all levels: from junior analyst to CEO
  • How to artfully craft a compelling story that excites teams and generates business impact

View Biography

Mike Figliuolo is an honor graduate of the United States Military Academy at West Point, where he graduated in the top 5 percent of his class. He served in the U.S. Army as an armor officer. Mike also spent time in corporate America as a consultant at McKinsey & Company and as an executive at Capital One and Scotts Miracle-Gro. As the founder and managing director of thoughtLEADERS, LLC, he and his team train senior executives at leading companies on leadership, strategy, communications, innovation, and other critical business skills. He is the author of three books – One Piece of Paper: The Simple Approach to Powerful, Personal Leadership, Lead Inside the Box: How Smart Leaders Guide Their Teams to Exceptional Results, and The Elegant Pitch: Create a Compelling Recommendation, Build Broad Support, and Get it Approved.

Additional Breakout Speaker Information and Presentation Information Coming Soon