Agenda at a glance

Pre-conference training
08:00 AM Monday January 27-Wednesday January 29

Monday January 27-Tuesday January 28: Net Promoter Certified Associate Training
Tuesday January 28-Wednesday January 29: Net Promoter Certified Associate Training SOLD OUT!
Wednesday January 29: Net Promoter Economics Workshop

Wednesday January 29
06:00 PM Welcome Party!

Energize your conference experience with our Welcome Party! Spend time with your colleagues, peers and hosts while you enjoy the beautiful Miami evening. Bring a friend or make a friend!

Thursday January 30
07:15 AM Yoga or Run?

Watch the sunrise while getting some exercise! Experience the beauty of Miami Beach in the morning with a 45 minute yoga session. Or, if you like, go the distance and hit the beach for a run. We’ll have guides for both, to help you start your day. (Sunrise is 7:05.).

08:00 AM Registration and Networking Coffee
09:00 AM Welcome Remarks
09:15 AM Keynote: Richard Owen, CEO, Satmetrix and author, Answering the Ultimate Question
10:00 AM Keynote
10:45 AM Networking Break
11:15 AM Keynote: Jill Dean, BrandBiology and Access-VirginMedia

The Virgin name is a strong brand with an equally strong brand promise. However, Virgin Media faced some very real challenges trying to assimilate three separate cultures into one, and show everyone how to do things the “Virgin” way. Their success didn’t happen overnight. Jill will show you the steps they undertook to help the technicians–who had been hired for their expertise, not “people skills”–relate to customers who had a problem, and come away with Net Promoter Scores of 9’s and 10’s. B2B/B2C. Technology.

12:15 PM Networking Lunch
01:30 PM Case Studies and Best Practice Sessions

Net Promoter and Customer Experience case study presentations from the following companies: Covario (Hosted by Satrix Solutions); Lenovo; Satmetrix

02:30 PM Case Studies and Best Practice Sessions

Net Promoter and Customer Experience case study presentations from the following companies: TriNet (hosted by Satrix Solutions), Experian, Satmetrix

03:15 PM Networking Break
03:45 PM Keynote
Friday January 31
07:15 AM Yoga or Run?

Watch the sunrise while getting some exercise! Experience the beauty of Miami Beach in the morning with a 45 minute yoga session. Or, if you like, go the distance and hit the beach for a run. We’ll have guides for both, to help you start your day. (Sunrise is 7:05.).

08:00 AM Registration and Networking Coffee
09:00 AM Opening Remarks
09:05 AM Keynote: Rick DeLisi, Senior Director Executive Advisor, CEB

Used in conjunction with NPS, the Customer Effort Score can be a strong predictor of when your relationship with a client is approaching the point of no return. That’s because the way solutions are presented to customers is critical: roughly 2/3 of a customer’s perception of your response is based on the interaction that takes place – the language used, the degree of helpfulness, the feeling of empathy they perceive. Rick will describe the link between a “low effort” customer experience and loyalty. B2B/B2C.

09:50 AM Keynote
10:35 AM Networking Break
11:00 AM Case Studies and Best Practices

Net Promoter and Customer Experience case study presentations from the following companies: Dell; Philips Healthcare; and Satmetrix.

Watch the 2013 Net Promoter conference keynote by the Dell VP of Commercial Sales Operations, Bobbi Dangerfield.

11:45 AM Networking Lunch
12:45 PM Case Studies and Best Practices

Net Promoter and Customer Experience case study presentations from the following companies: CHEP; HouseMaster and Satmetrix

01:45 PM Case Studies and Best Practices

Net Promoter and Customer Experience case study presentations from the following companies: Royal Philips; Suddenlink and Satmetrix.

02:30 PM Networking Break
02:45 PM Keynote: Mark Norman, CEO of ZipCar in conversation with Fred Reichheld
03:45 PM Conference Closing
03:50 PM Shuttles to Miami Airport

Complimentary shuttles will be provided from the Eden Roc to the Miami airport, beginning at 3:50 PM, leaving every 20 minutes until 5:50 PM