VoCFusion is honored to present Voice-of-Customer experts from around the globe as the event's key speakers. In past years, topics have ranged from customer enchantment and intelligence to data collection strategies and feedback management. This year, VoCFusion's agenda is packed with even more influential speakers and imperative information.
| Monday, May 14 | |
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| Noon-10pm | Registration |
| 6-9pm | Cocktail Reception |
| Tuesday, May 15 | |
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Welcome & Executive Summary: The Future of this Fast-Growth Industry
Adam Edmunds, President & CEO, Allegiance |
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Keynote Speaker
Tony Hsieh, CEO of Zappos
Tony will discuss the different ingredients used by Zappos.com to build a long-lasting enduring brand, including the importance of customer service and company culture. Tony will talk about how focusing on delivering happiness to customers and employees has enabled the company to expand beyond selling shoes to clothing, bags, and other product categories. |
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Announcing the Future of Customer Intelligence and VOC Get the inside track on the latest hot topics, product innovations, roadmap sneak-peaks and innovative solutions that are at your doorstep. Hear about special announcements for solutions from Allegiance, and how they will help you succeed. Don't miss this powerful session! |
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The Power of True Customer Insight Many firms have created voice of customer programs. They've become a staple in most customer experience programs, and they should be. But most voice of customer programs don't take full advantage of the most powerful component of a VOC program: customer insight. In this session, leading experts in customer experience will discuss how companies fall short and what they can do to turn customer feedback into an invaluable asset by showcasing examples, trends, and best practices in reporting and business change. |
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The New Frontier of Customer Voice: Customer Intelligence For much of the past few years, the emphasis in the voice of customer (VOC) community has been to listen to customers across all channels, tapping into existing pools of customer feedback. This new-found ocean of customer feedback is fostering another evolution in the VOC industry - Customer Intelligence. In the past, customer insights mainly focused on moving the customer satisfaction needle. Today, customer intelligence uses customer analytics, including predictive analytics, to move financial and operational needles across the entire organization. |
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Creating Highly Engaged Customers and Employees When customers and employees are highly engaged, companies make more money, period. Dr. Rhoads will share detailed examples and case studies about the need to measure engagement, how to do it as part of an overall VOC program, and how to connect engagement to ROI and other key business outcomes. This session promises to be lively and fun, and offers something for any level of practitioner. |
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Breakout session: Employee Voice |
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Breakout session: Analytics and Insights |
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 Building a Better VOC Program:Need to build a top-notch VOC program? This course will introduce you to the best practices to building a state of the art VOC program. Learn how to build quality data gathering techniques, how to find actionable insights, and how to act upon your data to bring about positive change. This course includes Certification Testing for all participants to become Allegiance Certified VOC practitioners. |
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| 6:30pm |
Attendee Reception, Giveaways, Entertainment (5th floor pool area, overlooking the famous Las Vegas Strip) |
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| Wednesday, May 16 | |
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| Special Keynote Speaker to Be Announced | |
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The Social Customer Learn how social media, social tracking and social interaction habits converge with voice of customer and customer engagement. What role should companies and their employees play in addressing directly the social media realm. What department should own social media and how much budget should be applied. |
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Social Media Strategy for Existing VOC Programs Learn how to integrate social media into your existing VOC programs. This includes the role of unsolicited and unstructured data in quantitative reports and data flows, reporting to the c-suite, and making business decisions using social media data. |
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Breakout: B2B Spotlight Sessions Learn about innovative VOC and customer experience programs and case studies from top business to business leaders. |
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Breakout: B2C Spotlight Sessions Learn about innovative VOC and customer experience programs and case studies from top business to business leaders. |
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Contact Center Case Study: Connecting Employee Engagement to Customer Engagement and Outcomes Contact centers are on the front lines of the customer experience. Both employees and customers are impacted in the contact center, and there's no environment quite like it. Listen to practical tips to improving the customer experience and raising satisfaction scores by using VOC and feedback data combined with the right strategies and action planning. |
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Breakout: Government Case Study Hear tips and best practices from VOC leadership in government. Understand what challenges exist, and what solutions are best suited to overcome those challenges. |
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Breakout: High Tech Industry Case Study The cable industry is on the front lines in the battle of customer retention. Industry experts will share compelling best practices that can be applied to any industry. See how to integrate common promoter scores and indexes into overall SAT data that results in highly actionable insights and metrics that an entire company can support. |
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Breakout: Employee Engagement and Voice of the Employee Case Study More and more VOC leaders recognize the impact of engaging employees in the battle for higher customer satisfaction. Learn about employee feedback and survey methods, how to integrate employee satisfaction into customer satisfaction reporting and programs, and how to connect to business outcomes. |
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Breakout: Top 5 Best Practices to Integrate Operational Data with VOC Data Every feedback manager cares about improving VOC program success. Hear expert tips about how to success- fully integrate ERP, CRM, and financial data into your VOC program data for better results. With these results, you will have higher adoption by executive staff and co-workers, and provide more actionable outcomes. |
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Breakout: Panel Discussion: Customer Voice/Engagement Hear industry experts share their views and best practices regarding customer voice and engagement. |
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Breakout: Panel Discussion: Employee Voice/Engagement Hear industry experts share their views and best practices regarding employee voice and employee engagement. |
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Breakout: Panel Discussion: Advanced Data Collection and Market Research Practices Get the latest information from leading market researchers and survey practitioners about how to collect data and conduct market research. Get tips on advanced techniques, strategies and objectives. Discuss data gathering, analyzing and reporting methods, hear stories and best practices, and ask questions to panel members in this interactive panel discussion. |
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Survey Design Bootcamp: This course will give you a hands-on approach to learning proper survey design techniques, survey invitation best practices and deployment options. This course includes Certification Testing for all participants to become Level One Allegiance Certified Survey Designers. |
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| Thursday, May 17 | |
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Designing your VOC Blueprint
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Certification Event This course helps to lay the groundwork for building your VOC program, you will learn the key concepts and strategies to building a state-of-the-art VOC program. Each participant will have the opportunity to design their own "Blueprint" as a take-away from the class. |
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Survey Design Boot camp | 6 hours
Participants will learn Survey Design from the ground up. In this highly interactive and hands-on environment you will learn best practices behind survey design, question design, testing, deployment and invitation of the survey, as well as essentials of presentation and reporting. Each student will have access to the Allegiance Survey Builder and will collaborate with others in building, deploying and responding to sample surveys. |
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Gaining Insights from your Data | 4 hours
This course instructs you on the basic techniques for evaluating and analyzing your survey data. The basic elements of survey reporting and analysis including standardized reporting, correlation analysis, and evaluating open-ended comments. Students will have a very engaging hands-on experience in utilizing common and not-so common techniques for gaining insights from survey data. |
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Turning Insights into Action | 4 hours
Steve Bernstein from Waypoint group will lead this class and cover topics that include ensuring that your data is trustworthy as well as teaching participants how to take insights gained from surveys and turn them into actionable items. You will also learn how to follow up and "prove" the value of survey data by linking to business outcomes. |
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Loyalty and Engagement Boot camp | 4 hours
The Allegiance Engagement Boot Camp will reveal the best practices needed for defining loyalty and engagement as well as understanding the attributes of engaged employees and customers and how to tap in to that 'emotional' connection between your products, services and human values. This highly energetic and interactive workshop will teach you how to assess engagement, quantify its impact, and customize your action plans to get the most bang for your buck. |
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Allegiance Deep Dives - One-On-One or Small Group Interactive Sessions Topics include: Survey Reports, Survey Builder, Market Research, Voice, Social Media/Social Voice Back by popular demand; Allegiance Deep Dives. Spend time with Allegiance experts learning about products and processes that will help to accelerate your success. This informal setting will allow you to ask questions and learn new features that will help you be more effective. |
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Breakout sessions include topics specifically geared towards customer voice, market researchers, employee and HR professionals. Find out who should attend
Register for VoCFusion 2012 and experience the world's fastest-growing VoC event.
5 Reasons to Attend VoCFusion 2012
1. VoCFusion is the largest and fastest growing Voice-of-Customer conference.the only one of its kind bringing together like-minded VoC professionals
2. Opportunity to be a part of and help shape the future of VoC
3. Learn from experts and key thought leaders in the VoC industry regarding what challenges they've encountered and what has/hasn't worked in their VoC programs
4. Be the first to hear the industry's biggest announcements
5. Dynamic certification courses to help you become better at your job
Where
The Cosmopolitan3708 Las Vegas Blvd. South
Las Vegas, NV 89109
Sponsored by:
