Chief Research Officer
Customer Care Measurement & Consulting
“The 9th Customer Rage Survey: A Deeper Look At Customer Problems and Complaint-Handling Experiences”
An overview of the results of the ninth Customer Rage survey – which finds that nearly $500 billion in future sales are at risk. Are corporate customer care policies improving? Or are the failures of the past still the rule? New findings from a review of social media complaint-handling and marketing policies are included, finding both great potential as well as great risk.
With his considerable expertise managing customer satisfaction/brand loyalty studies, David oversees CCMC’s measurement practice. Blending his knowledge of innovative research methods and practical experience, David’s strength is his ability to help clients set priorities and drive actions that improve the “bottom line”. As he sees it, complex statistics and mathematics don’t have much value if they don’t genuinely shape decisions and actions that improve the customer experience.
Dr. Len Berry
Regents Professor, M. B. Zale Chair in Retailing and Marketing Leadership
Presidential Professor of Teaching Excellence
Senior Fellow, Institute for Healthcare Improvement
Bestselling Author of Discovering the Soul of Service and
Management Lessons from Mayo Clinic
“Service Lessons from Healthcare”
Professor Leonard Berry has devoted his career to services research, particularly services marketing and service quality improvement. About 20 years ago he did a sabbatical leave at the Mayo Clinic, became fascinated with the opportunity to improve healthcare service, and has been doing health services research ever since. In this presentation, he will discuss key lessons for service organizations in general that he has learned from studying healthcare, one of the most challenging of all services to deliver efficiently, effectively and safely. Among the variety of topics Professor Berry will cover are the importance of boundarylessness, identifying and abandoning ” never words”, employee volunteerism, institutional self-confidence, and organizational generosity.
Professor Leonard Berry has devoted his career to services research, particularly services marketing and service quality improvement. About 20 years ago he did a sabbatical leave at the Mayo Clinic, became fascinated with the opportunity to improve healthcare service, and has been doing health services research ever since. In this presentation, he will discuss key lessons for service organizations in general that he has learned from studying healthcare, one of the most challenging of all services to deliver efficiently, effectively and safely. Among the variety of topics Professor Berry will cover are the importance of boundarylessness, identifying and abandoning “ never words”, employee volunteerism, institutional self-confidence, and organizational generosity.
Chief Responsibility Officer
“Will You Hire Me?”
That’s the ask – well, really, it’s an emotional plea – of millions of people with criminal records who are released from prison into a society that’s unwilling to give them a second chance to learn, to grow and to be better than their worst misstep. Incarceration doesn’t mean that someone is without talent, or is incapable of learning, or lacks IQ, EQ and sought-after business skills. It means they’ve made a mistake, not unlike you and me. The difference is that their mistake came at a higher cost. As a business community, it’s time for us to remove barriers to employment, expand our workforce strategies, and commit to a second chance employment model that enables this qualified talent pool to begin their climb up the corporate ladder.
Michelle Cirocco is Televerde’s Chief Social Responsibility Officer. She joined Televerde in 1999 and has held several leadership positions including Chief Marketing Officer. Michelle is a strong customer champion with a tireless commitment to using business as a force for good. She earned her MBA at Arizona State University where she is also an Advisory Board Member for the Center for Services Leadership. She is an avid TED fan and recently organized and hosted TEDx Perryville Correctional, which looked behind the curtain of incarceration to show the potential that exists in giving a second chance and was the first TEDx to be held in an Arizona prison facility. Michelle also dedicates a significant amount of her free time giving back to her local community by serving on the Boards for the Arouet Foundation and goYellowBird and volunteering for the Phoenix Rescue Mission.
“You Don’t Have to be Ruthless to Win”
Jonathan spares no self-criticism describing his journey from a ruthless commercial real estate broker to creating success by helping others succeed. He shares the steps he took to create an eight figure commercial real estate firm around a culture of selfless service. Attendees will leave with a clear roadmap they can immediately put into practice to create a selfless culture within their organization.
Jonathan Keyser is the founder and thought leader behind Keyser, the largest occupier services commercial real estate brokerage firm in Arizona. Through sheer determination and focus on selfless service, Jonathan is disrupting the commercial real estate (CRE) industry, and beyond. An Inc. 5000 company, Keyser has rapidly become one of the fastest growing firms of its kind in the country, serving companies and their real estate needs globally. Award winning and nationally recognized, Keyser is an active member of the Forbes Real Estate Council, voted Top 10 Best Places to Work multiple years running, and is a proud Host Company for Conscious Capitalism. When Jonathan entered the cut-throat, dog-eat-dog world of CRE brokerage, he became the worst version of himself and hated himself because of it. Then one day, Jonathan decided he’d had enough. He realized he was sacrificing his values in pursuit of success. He abandoned his ruthless ways and reinvented himself as a selfless leader, which skyrocketed his brokerage firm to eight figures in five years. His selfless service approach to business has resonated with corporations and individuals seeking a competitive edge to acquiring and maintaining clients. Jonathan’s best-selling book You Don’t Have to Be Ruthless to Win and online Keyser Institute courses inspire others to activate selflessness in their life and see how and why this counterintuitive strategy can create extraordinary, long-term success. On the personal side, Jonathan prioritizes family first. Alongside his wife Susanna, he is a loving and devoted father to his four children. Jonathan is extremely committed to personal development and self-improvement and stays active with mountain/water sports, spin, and hiking.
Vice President for Inflight Operations
“From Hired to Inspired”
Have you ever wondered what it takes to help your Employees move from simply coming to work to being fully engaged and committed to a vision? Please join Southwest Airlines Vice President Inflight Operations Sonya Lacore as she journeys through several simple methods that will help deepen your understanding of job essence versus job function, and how taking care of your People will motivate those you work with to move from simply being hired Employees to inspired Employees.
General Manager and Division Vice President
“Advanced Data Science & Service Parts Optimization”
Technology is influencing our world at an exponential pace and there is a ubiquitous market need for equipment uptime and availability. When service is required, only the best service experience will suffice. Unavailable service parts will frustrate customers and jeopardize even the most loyal customer relationships. Leveraging all available technology (AR, IoT, AI, ML, etc.) is essential. However, at the end of the day, to delight your customers it is paramount to have the right parts in the right place at the right time for the right cost. Learn how modern service parts optimization has evolved through artificial intelligence, machine learning, advanced data science-based methodologies and algorithms that deliver next-level benefits.
Leslie Paulson is currently the Division Vice President and General Manager of PTC’s Servigistics Business Unit with global responsibility for Service Parts Management, Pricing and Optimization solutions. Our SPM solutions deliver unprecedented capabilities for synchronizing supply and demand for service parts while optimizing operational excellence. This responsibility includes direct sales, pre sales and business development, partner enablement, product management, GTM strategy, services, cloud, marketing, technical support, annual recurring revenue, bookings and total margin.
Previously, Leslie retired from Caterpillar, Inc. after 29 years of service. Most recently, she served as General Manager within Caterpillar’s Industry Solutions, Components & Distribution Division with responsibilities for the division’s Industry Solutions group which includes Defense & Federal Products, Caterpillar Defence Products (UK), Original Equipment Manufacturer (OEM) Solutions, and Caterpillar Safety Services.
Leslie joined Caterpillar in 1989 and held positions in engineering, manufacturing, strategic planning, M&A, human resources, IT, logistics and most recently, marketing. Prior to managing Industry Solutions, Leslie had been leading the transformation of the Technical Information Solutions (TIS) Department and the development of the next generation of Service Information System (SIS). She was also very active with leading leadership development for women and advocating the opportunities associated with elevating innovation throughout the enterprise.
Leslie is a native of Eau Claire, Wisconsin although spending most of her years in Cobden, Illinois. She is a graduate of Southern Illinois University with a Bachelor’s and Master’s degree in mechanical engineering and also a Master’s in Business Administration (MBA) from Bradley University. She is also a graduate of Caterpillar’s Executive Leadership Program Digging Deep with Stanford University. She and her husband have four children, and are active in the community, schools and church. Leslie is an avid cook and has 4 ovens in her kitchen, one in her basement and one outside!
President, Keysight Global Services
Keysight Technologies Inc.
“Turning the Ship – Our Transformation Journey to Focusing on Customer Outcomes”
Transforming a deeply ingrained culture and highly successful traditional product support business calls for new offerings, new ways of doing business and an unrelenting focus on customers’ success. Learn how Keysight Technologies changed the trajectory of our services business, where we got it right, and where we didn’t, while embarking on a multiyear transformation journey.
John Page is senior vice president, Keysight, and president of Global Services. Page, most recently vice president of Keysight’s business finance organization, has 25 years of financial and corporate leadership, including CEO and founder of a cloud-based computing company as well as CFO and senior management roles at leading semiconductor and electronics firms. Page joined Hewlett-Packard (HP) in 1988 where he served in a variety of finance and operational positions. When Agilent Technologies was spun off from HP, Page helped lead the creation and spinoff of Lumileds as its first CFO. He was also one of the founders and executive staff of Agilent’s Imaging Electronics Division, which he helped lead from inception to over $1B in revenue. Page served as a member of the executive team at Nanosys from 2010-2014, where he was instrumental in the company’s transition from a technology research powerhouse with over 800 patents into a growing commercial business in the electronics industry. Page holds an M.B.A. from the Simon School of Business at the University of Rochester, and a B.A. in economics from the University of Rochester.
“Green Goldfish – Going Beyond Dollars to Drive Employee Engagement”
Engaged employees create enthused customers. This program covers the 15 types of Green Goldfish—little extras for employees that drive engagement, empowerment, and efficiency in the workplace. Based on a study of over 1,000 examples from leading companies, this keynote explores signature ways “beyond dollars” to drive employee engagement such as onboarding, team building, flexibility, recognition, and empowerment. Attendees will walk away with the knowledge of the key drivers of employee engagement. They’ll be able to introduce actionable ideas for their teams, little things that will increase engagement, improve retention and reinforce culture in today’s evolving workplace.
Stan Phelps, is the Founder of PurpleGoldfish.com. He is a TEDx speaker, Forbes contributor and IBM Futurist that focuses on customer experience and employee engagement. Throughout his career Stan held many marketing leadership roles with adidas, International Management Group, PGA of America and Synergy.
He’s the author of six books: Purple Goldfish, Green Goldfish, Golden Goldfish, Blue Goldfish, Purple Goldfish-Service Edition and Red Goldfish. They all focus on the little ways to drive differentiation, increase loyalty, and promote positive word of mouth. He has spoken at over 200 events in 11 countries.
Stan holds a JD/MBA from Villanova University and a Certificate in Achieving Breakthrough Service from Harvard Business School. He lives in Cary, North Carolina with his wife Jennifer two boys Thomas and James.
“Make Your Mark”
Hiring the ‘right’ people is one of the most important things a company can do to ensure future success. It’s more than just selecting people that bring the right skills and talents; team members need to share in the vision and the values of the company they are joining. At Cox, how we ‘show up’ and what we believe is truly what makes our workforce unique. It all starts with our Company Statement of Purpose. Our Employment Brand speaks to and inspires our existing and future employees. Whether you’re a Masterful Marketer, a Code Cracker, or a Call Center Specialist, we all start out searching for a career, and a company, that will allow and encourage us to contribute and bring our authentic selves to work, every day. Care Center hiring is no different from other positions at Cox. An innovative approach called “REVUP” allows us to hire, onboard, and retain the very best candidates. “REVUP” is designed to provide a supportive and consistent environment for new employees to increase employee engagement and retention during the first few months they are with Cox. The most important outcome of “REVUP” Onboarding is a confident, knowledgeable, and engaged team member who is energized and ready to serve our customers.
Lee Scanzano is vice president of customer care for Cox Communications. She is responsible for all facets of the customer care department and leads one of Cox’s Centers of Excellence located in Phoenix.
Scanzano came to Cox from Bank One where she was vice president of customer care. Prior to that, she served as the senior vice president of customer care with the Gale Group. She has also held numerous positions with American Express in New York and Arizona. While at American Express, she held the role of business leader and senior service delivery leader for the telephone service center, at one point managing a staff of 1,200 employees. Scanzano is the recipient of numerous business awards for her innovative leadership and excellent results.
Scanzano currently serves as the board chair for the Better Business Bureau and serves on the advisory board of the Center for Services Leadership, part of the W.P. Carey School of Business, Arizona State University.
Scanzano and her husband reside in Carefree and have one daughter who is pursuing a career in Public Relations.
“Unleash Your Inner DaVinci”
Shellstrom inspires the unique creative force within all of us with moving, rarely heard stories about Leonardo da Vinci, laugh-out-loud improvisational comedy and master piece paintings done in four minutes, with the last painted upside down as a crescendo.The sensational Unleash Your Inner Da Vinci keynote is an energetic, interactive experience that motivates audiences to uncover their hidden problem- solving abilities to achieve success in business and in any area of their life.
As a former, top advertising executive, Scott Shellstrom knows that creativity is more than an art, it’s a skill. His skills have placed him on some of New York City’s most prominent improv comedy stages, and his paintings on some of the most prestigious gallery walls. He knows how to perform, both as a television host on the Travel Channel, as well as the first white guy on Soul Train.
Scott’s presentations will unite and excite teams as they collaborate and support one another using proven techniques of improvisational theater. He ignites productivity and inspires unique solutions to everyday challenges. He teaches how to prosper from perspective and see more than what the picture first portrays. (And if that wasn’t enough, just wait for his masterpiece painting… done in four minutes… upside down.)
Unleash Your Inner Da Vinci
Lessons from Leonardo da Vinci, outrageously funny improve comedy, and captivating fast painting. The speed of change necessary to succeed in business today is profound. Individuals must create more in less time with ever-shrinking budgets while adapting to new technology. The ability to quickly shift gears, see challenges from a new perspective, and identify effective solutions is paramount. As a result, individuals and teams who harness the power of creativity will become more valuable to their organization. Scott will:
Breakthrough Brainstorming: Fun, Fast Strategies to Unleash Your Brilliance!
Effective brainstorming leads to idea generation and multiple solutions required to thrive in today’s constantly changing business environment. However, there’s more to effective brainstorming than simply throwing out ideas in a group setting. In fact, research supports this traditional method hinders and prevents the best ideas from surfacing. Attendees will overcome this challenge by employing the skills of Improv that forward-thinking companies such as Google, Nike, and Nissan have incorporated into their sessions to spark innovative dialogue, break down barriers, and ignite creative solutions. As a result of attending this program you will:
Chief Executive Officer
Zion & Zion
Presentation Title and Description Coming Soon
Do you have speaker ideas or a speaker recommendation for the 2020 Symposium? We’d love to hear from you! Please click on the link below to fill out the form and we will be in touch regarding future speaking availability.