Monday,
September 26 |
|
Pre-Conference Workshops |
|
7:30 – 8:30 |
Registration and Continental Breakfast |
|
8:30 – 4:30 |
WORKSHOP
A:
Using Voice of the
Customer to Improve Innovation Capability and Profitability
Instructor:
Christina Hepner Brodie,
PRTM
WORKSHOP
B:
What Customers Want: Using Outcome-Driven Innovation to Create
Breakthrough New Products & Services
Instructor:
Anthony
W.
Ulwick, Strategyn |
|
12:00 – 1:00 |
Lunch |
Tuesday,
September
27 |
|
Conference Day One |
|
7:00 –
8:00 |
Registration and Continental
Breakfast |
|
8:00 –8:15 |
Welcoming Remarks
Management Roundtable |
|
8:15 – 9:30 |
KEYNOTE ADDRESS
Voice of the
Customer Goes
Hi-Tech on the Web
Ely Dahan,
UCLA Anderson School of Management |
|
Pinpointing
Customer Priorities with Emerging Tools |
|
9:30 – 10:30 |
CASE STUDY
The Hallmark Idea
Exchange: Hearing the Voice of the Customer
Thomas W. Brailsford,
Hallmark Cards, Inc. |
|
10:30-10:45 |
Refreshment Break |
|
10:45
– 11:45 |
CASE STUDY
Translating Voice
of the Customer into Bottom Line Results
Anthony Pichnarcik,
Honeywell |
| 11:45-12:45 |
Lunch |
Choice of two
tracks |
| |
Track A:
VOC Methods for Inspiring Innovative
New Product Concepts |
|
12:45-1:45 |
TRACK A
Successfully
Applying DFSS and VOC to the Innovation Process
Anthony Carter,
Motorola |
|
1:45-2:45 |
TRACK A
Customer-Centered Innovation: Using Ethnography and Prototypes
to Identify and Validate Unvoiced Customer Needs
Jim Euchner,
Pitney-Bowes |
|
2:45-3:00 |
Refreshment Break |
|
3:00
– 4:00 |
TRACK A
Good Reception: The
Sprint Retail Experience
Mark Rexroat,
Sprint &
Tom Burchard,
Design Continuum |
| |
Track B:
Comparison
of Cutting-Edge VOC Tools—Capabilities, Applications and
Benefits |
|
12:45-1:30 |
TRACK B
7 Habits of Highly Effective
Customer Feedback Processes
Larry Boldt,
Orasi Software, Inc. |
|
1:30-2:15 |
TRACK B
Getting Emotional: Linking
Functional Needs to Emotional Needs
Robert
Klein,
Applied Marketing Science, Inc. |
|
2:15-2:30 |
Refreshment Break |
|
2:30
– 3:15 |
TRACK B
The New Product Development
and Introduction Process (NPDI) –
A Critical Enabler of Business Success
Doug Macdonald,
SAP Labs LLC |
|
3:15-4:00 |
TRACK B
How to Measure ROI and
Win Funding for VOC Initiatives
John Chisholm,
CustomerSat, Inc. |
Return to Plenary Session |
|
4:00-5:15 |
KEYNOTE ADDRESS
Gaining Competitive
Advantage by Leveraging User Innovation Communities
Eric von Hippel,
MIT SLoan School of Management |
|
5:30-7:00 |
Networking Reception |
Wednesday,
September 28 |
|
Conference Day Two |
|
7:00 - 8:00 |
Continental Breakfast |
|
7:00 –
7:45 |
BREAKFAST SESSION
The
Portfolio Syndrome: Customer Value Driven Portfolio Management
and Innovation
Sheila Mello,
Product Development Consulting, Inc. |
|
8:00 – 9:00 |
KEYNOTE ADDRESS
Marriott:
Going from "Like to Love"
Name Redacted,
Marriott International, Inc. |
|
Gaining Consensus
on Customer Data
and How to Make it Actionable |
|
9:00-10:00 |
CASE STUDY
The Research
Road to the Dunkin' Espresso Launch
Rebecca Mardula
Zogbi,
Dunkin' Brands, Inc. |
|
10:00-10:30 |
Refreshment Break |
|
10:30-11:30 |
CASE STUDY
Going Global
with VOC: Implementation and Implications
Mazen Antoine
Ferzly,
Dade Behring |
| 11:30-12:45 |
Lunch |
|
12:45-1:45 |
CASE STUDY
Prioritizing
Customer Critical to Quality (CTQ) Requirements: Leveraging
Voice of the Customer (VOC) to Plan and Execute Mergers at Bank
of America
Ed Jackenthal,
Bank of America |
|
1:45-2:45 |
CASE STUDY
When (and How) to
Integrate Six Sigma Methodologies: A Cross-Functional
Perspective
Lori Rabb & Jeffrey A.
Melick,
Whirlpool Corporation |
|
2:45-3:00 |
Conference Wrap-up |
