Improving Performance Through Engagement
Breaking Through the Barriers to Success 

Here are the presentations for the majority of 2010 sessions. Click on the names of the speakers to download PDFs of their slides. Please remember that all information is the intellectual property of the speakers unless otherwise identified and can only be used for the purposes of citation with proper credit.

Thursday, June 3

Thursday Morning Plenary Session

9 am-9:50 am: Making Engagement Pay
Two leaders in customer and workplace management for some of the nation’s largest organizations were there to say that it is possible for even the largest organizations to profit from engagement, even those with unions and entrenched labor issues. Claire Howells discussed the overall economics of engagement and why it is critical to American business. Sue Oliver shared her experiences and discussed concrete ways organizations can translate theory into practice at every level, as well as measure the results.
Presenters: 
Claire Howells, Vice President, Engagement, Zions Bancorporation.
Sue Oliver, principal, Katana Partners, an engagement consulting firm, and former Senior Vice President, People for Wal-Mart Stores, U.S. and CHRO for American Airlines, Inc.  

Thursday Morning Breakouts Sessions 

11:15 am-12:15 pm: Enterprise Engagement and Employee Management
Presenter:
Dr. Fiona Jamison, Senior Vice President, Spring International, on engagement business alignment through metrics modeling. Retail case study.
Jim Haudan, CEO Root Learning, on the “art and science of engagement.”

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Thursday Afternoon Breakouts Sessions

1 pm-2 pm: Enterprise Engagement and Sales Management
Presenters:
Bill Healy, Professor of Sales Management, Russ Berrie Institute, William Patterson University on the link between engagement and sales
Keith Rosen, President of Profit Builders and best selling author of the award winning, Coaching Salespeople into Sales Champions on the role of sales management.

2:15 pm-3:15 pm: Enterprise Engagement and Channel Partner Marketing
Presenter:
Rodger Stotz, Principal of Delta Qi Consulting.
Todd M. Hanson, CRP, CPIM, President and Founder, Catalyst Performance Group, Inc.

3:30 pm-4:30 pm: Enterprise Engagement and Vendor Management
Presenter:
Nicole Harris, Director of Merchandising & Sourcing, Maritz.

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Friday, June 4

Friday Morning Plenary Session

9 am-9:55 am: Leadership and Training: Breaking Down Silos to Improve Performance
Organizations increasingly get it: silos decrease sales and performance. The question is: how to bust through those silos to foster alignment and engagement across the organization? This session addressed the critical advantages to fostering alignment and addressed how companies are using leadership training at all levels of the organization to ensure that there is a consistent message and actions related to continually satisfying and anticipating customer needs, and fostering a committed team of employees, channel partners, and vendors.
Presenters:
Andrew Kimball, CEO, Qube, on research demonstrating what makes top companies so successful.
Doug Stover, Eastern Regional Partner, Gallup Organization, on the critical issues of breaking down barriers and fostering alignment across the organization.

Friday Morning Breakouts

A fresh insight on the best practices related to the use of key engagement tactics such as Leadership Training, Communication, Performance Measurement, Rewards & Recognition, Loyalty Strategies, Technology and Incentive Programs.

10 am-11 am: Performance Measurement
The economic efficiency of enterprise engagement and the benefits of an integrated approach to communication and performance management calls for a new level measurement. At a time when companies increasingly have to address multiple audiences to maximize performance, today’s performance measures have to cross traditional barriers in order to provide the information and feedback organizations require to continually anticipate customer needs and innovate. This session addressed how organizations can leverage technology to continually measure results and capability across the organization in a way that can be used to improve performance. 
Presenters:
William Schiemann, Ph.D., CEO, Metrus Group, on the use of scorecards and metrics to improve performance across the organization
Mitch Rubin and Steve Rubin, ExamBuilder, on strategies to use tests and exams to identify performance improvement opportunities and gaps.

11:15 am-12:15 pm: Communication
Aligning external and internal audiences requires an entirely new way to look at organizational communication to make sure that what get’s marketed to customers gets delivered by channel partners, employees, and even the supply chain. This session looked at how organizations can use new communication strategies to make better connections  across the organization in a way that continually reinforces the steps to maximum alignment and performance. The panel included experts on various forms of communication to discuss how they can be better integrated to improve performance and results.
Presenters:
Bruce Browning, President, Magjak Printing, on digital printing and audience engagement
Paul Kiewiet, Principal of BrandKiwi, LLC, an affiliate of Mercury Promotions and Fulfillment, on the three-dimensional elements of promotional products
Paul Hebert, Managing Director and lead consultant for I2I on how social networking can be integrated into external and internal marketing programs
Sandra Daniel, President and CEO of FIRE Light Group, on the role of meetings.

Collaboration: the New Competitive Edge
The ability to foster collaboration across the organization has become a critical success factor. This session discussed the nature of collaboration today and detailed how organizations can profit from creating a living and breathing community of engaged customers, channel partners, employees, and vendors willing to participate in a continuous innovation process. This session addressed practical ways to tap into collective intelligence, which can help develop new products and services and reduce inefficiencies and needless costs.  Collective Intelligence is a growing force in today’s business world because it leverages the insight, experience and knowledge of a large and diverse group of people inside, and often outside, the organization.
Presenters:  
Giles Howard, Commercial Director, Imaginatik; Ira Ozer, CPIM, President, Motivation Partners, Inc.

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Friday Afternoon Breakouts

12:30 pm-1:30 pm - Concurrent Breakout Sessions

Surveys and Polls
Key to performance improvement is better understanding the needs and issues faced by your key audiences, whether consumers or business channel partners, or salespeople and even vendors. Today, technology makes it possible to collect and correlate information across audiences on a real-time basis in a way that speeds up the ability to implement corrective action. This session gave insight into the different types of polling and survey technology and the relative advantages of each.
Presenters:
Chris Cottle, Senior Vice President, Allegiance, on how to better collect and correlate engagement information across the organization to foster alignment and common purpose
Thomas Agnew, Senior Consultant, Hay Group Insight, on how to use survey data to better align employee behavior with corporate objectives
Steven Green, President and Founder, Pollstream, on how to create a better dialog between customers and employees.

Technology
This session addressed the critical role played by technology in engagement, showing how organizations can use their Web sites and technology for customer relationship management, incentive programs, learning and technology can enhance alignment, capability and results.
Presenters:
Tom Hoffman, Executive Business Editor, 1to1 Media/Peppers and Rogers Group, on the state of engagement technology
Jeff Dalton, president, Paramax, on incentive program software
Bruce Bolger, president, Solata Technology, on the capabilities of Web portals.

1:45 pm-2:45 pm -Concurrent Breakout Sessions

Employee Recognition and Alignment
Today’s recognition programs aren’t just about service awards any more. What gets recognized and how can have a key impact on what employees do to anticipate and address customer needs or to support organizational objectives. This session addressed how recognition can be used to help engage both internal and external audiences to improve results.
Presenters:
Melissa Landanno Minkow, Program Manager, Patient Centered Care, New York-Presbyterian Hospital
Kevin Cronin is a Recognition and Reward Consultant residing in Atlanta, GA and President of Recognition Professionals International. 

Loyalty Programs: 360-Degree Consumer Engagement 
Traditional customer loyalty programs focus on carrots. Today, organizations are looking at how they can add another dimension to their loyalty strategies by informing, creating special experiences, fostering two-way dialog, and creating a community, all in a way that can be measured like never before.
Presenters:
Bill Hanifin, Managing Director, Hanifin Loyalty LLC., on strategic loyalty strategies
Ragy Thomas, founder and CEO of Sprinklr, on social media
Larry Filler, is a partner with the Boire Filler Group (BFG), on measurement and analytics.

3 pm-4 pm Breakout Session
Incentive Programs in the Post-Carrot Era
Companies today are looking beyond carrots to improve performance through engagement and alignment. There’s an increasing desire to look at both intrinsic and extrinsic motivators to inspire people in a sustainable way. This session looked at how organizations can reshape the way they use traditional and incentive and reward programs to not only achieve organizational goals but build better, more enduring relationships.
Presenters:
Ron Randolph-Wall, Chief Executive Officer and Founder of Quantum Loyalty Systems™, on the changing role of card-based programs;
Dave Peer, CPIM, VP, Client Services, Hinda Incentives, on the ideal ways to use branded merchandise rewards to engage people
Melissa Van Dyke, President, of the Incentive Research Foundation, on the role of travel in the new engagement environment. 

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