| |
Customer-centric
Service: Revealing Consumer Desires
Second Conference
on Advances in Retail Supply Chains
IBM
T. J. Watson Research Center
Columbia
Business School W. Edwards Deming Center
January
12th, 2001
IBM T. J. Watson Research Center
Hawthorne, New York, USA
| 8:00
– 8:30 |
Breakfast |
|
| 8:30
– 8:45 |
Welcome |
Alfred
Spector,
Vice President, Services & Software,
IBM Research |
| 8:45-
9:30 |
Data-driven
Customer Intimacy:
Using the Customer and Market Focus Criteria |
Pat
Mene,
Vice President of Quality,
Ritz-Carlton Hotel Company, LLC
|
| 9:30-10:15 |
Industrialized
Intimacy:
A
Service Concept for the Information Technology Era
|
Peter
Kolesar, Professor,
Graduate
School of Business,
Columbia
University
|
| 10:15-10:35 |
Break
and Footprints video |
|
| 10:35-11:20 |
Extending
the Customer Loyalty Program: Malaysia Airlines Golden
Boutique
Buy N Fly Program
|
Syed
Ahmad Syed Salim,
Chief Operating Officer,
Malaysia Airlines Golden Boutiques |
| 11:20-12:05 |
Best-of-Breed
Modeling Techniques for the Direct Mail Industry & Beyond |
Deb
Campbell,
Project
Manager, Business Intelligence, Fingerhut Companies, Inc.
|
| 12:05-1:00 |
Lunch |
|
| 1:00-2:00 |
Demonstrations:
SafeWay-EasiOrder, Airport Self-Check In, Advanced Target Marketing,
PSA, Intellient Web Guide, CyberPop |
|
| 2:00-2:30 |
Store-Specific
Marketing: Promotion Optimization using Digital Signage |
Corey
Perine, co-founder and Executive Vice President, Business Development,
i-Open, Inc.
and
Julien
Bramel, Director of Internet Consulting, Dash Optimization |
| 2:30-3:00 |
Experience
Management Systems in the 21st Century |
Lou
Carbone,
Chief Experience Officer and President, ExperienceEngineering,
Inc. |
| 3:00-3:15 |
Break |
|
| 3:15-3:45 |
Customer Driven Retail:
Maximizing Market Opportunity
|
Vicki
Raport,
Vice
President, Benefits Realization,
Retek
Inc. |
| 3:45-4:00 |
Concluding
Remarks |
Nelson
Fraiman, Professor,
Graduate
School of Business,
Columbia
University |
|
