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Service Leadership Institute Meeting Dates

All webconferences begin at 12 noon Eastern unless noted below and are also both recorded and summarized for our international members and those with schedule conflicts.
2015:   1/9/15, 2/6/15, 3/6/15, 4/3/15, 5/1/15, 6/5/15, 7/24/15, 8/11/15, 9/11/15 (2pm), 10/2/15, 11/6/15, 12/4/15.
2016:   1/8/16, 2/5/16, 3/4/16, 4/1/16, 5/6/16, 6/3/16, 7/8/16 (2pm), 8/5/16, 9/2/16, 10/7/16, 11/4/16, 12/2/16.

On-Demand Library (Videos and Summaries Included)

View sample

Honeywell, Adrian Paull, Vice President Customer and Product Support.
  Presenting: "Formation of a Technical Operations Service Center."

State Farm, Susan Waring, EVP & Chief Admin Officer.
  Presenting: "Customer Service Case Study."

Cox, Lewis Simons, Executive Director of Online Customer Care.
  Presenting: "Taking Care of Your Customers Online."

Reuters Limited, Eran Barak, Global Head of Marketing and Strategy in Collaboration Services.
  Presenting: "What Exactly Is Customer Service? Defining the Art."

Phillips Healthcare, Reinhold Grellman, Senior Director of Customer Services.
  Presenting: "Value Added Customer Service.", Miguel Lopez, VP Customer Care.
  Presenting: "Going the Extra Mile for our Customers."

Wells Fargo, Chris Baker, SVP of Client Experience.
  Presenting: "Enlisting Trust in Your Clients."

Oracle, Robert Barrios, Senior Director, Customer Support.
  Presenting: "How Customer Service and Sales Can Work Together."

Subway, Paula Gomez, Strategic Customer Experience Manager.
  Presenting: "Exceptional Customer Service."

Florida Power & Light Company, Lori Ann Deutsch, Manager, HR Employee Services.
  Presenting: "Energizing New Hires While Streamlining Onboarding Processes."

Sabre Holdings, Jean Shaw, Vice President Global Customer Support.
  Presenting: "Best Practices in Globalizing and Centralizing Customer Support."

Spherion, Loretta Penn, Vice President and Chief Service Excellence Officer.
  Presenting: "Service Excellence: The Point that Matters."

West Florida Hospital (HCA Healthcare), Natalie Seaber, Director of Emergency Services.
  Presenting: "Journey Towards Excellence in Customer Service."

AT&T Corporation, Todd Stephens, Senior Technical Architect.
  Presenting: "How to Integrate Social Media and Collaborative Solutions into the Customer Service Function"."

SAS Canada, Tim Trussell, Solution Specialist Advanced Analytics.
  Presenting: "Get the Most out of your Customer Insight: Integrating Text and Social Media."

Cox Communications, Lewis Simons, Executive Director, Online Customer Care.
  Presenting: "Online Self Service Evolution."

Accenture, Julio Hernandez, Executive Partner.
  Presenting: "Using Analytics to Anticipate Customer Specifics."

Arise Virtual Solutions, Carmine Izzi, Vice President & General Manager, Client Results.
  Presenting: "Customer Service Best Practices with Work-at-Home Staff: Benefits, Implications and Risks."

Boston Consulting Group, Andy Maguire, Vice President.
  Presenting: "Customer Experience for Profit"."

Robert Spector International, Robert Spector, President.
  Presenting: "How Can I Make Your Life Easier? The Essential Question of Customer Service."

Carlson Restaurants / T.G.I. Friday's, John Butler, Manager, IT Business Support.
  Presenting: "Engaging and Motivating Your Service Desk Team."

CDS Global, Tammy Snyder, General Manager, Customer Service and Operations.
  Presenting: "Transforming Customer Data and Customer Service into Revenue."

Diebold, Dennis Deering, VP of Global Service Operations.
  Presenting: "Planning and Support. Remote Services."

Oracle, Barry Perkins, Vice President.
  Presenting: "6 Steps to Effective Customer Management During Change."

Hearst CDS Global, Tammy Snyder, Vice President.
  Presenting: "Transforming Customer Data and Customer Service Into Revenue."

Thomson Reuters, Eran Barak, SVP, Global Head of Community Strategy.
  Presenting: "Social Networks – a new way to support your customers."

CA, Malcolm Ryder, Director of Services.
  Presenting: "How to Use Technology Tools to Better Serve Your Clients."

Loews, Alan Momeyer, Vice President of Human Resources.
  Presenting: "Building a Branded Employment Experience."

Barclays Capital, Neil Rebeugeot, COO of Project Controls and Workplace Management.
  Presenting: "Effective Workplace Management"."

SAS Canada, Tim Trussell, Client Development.
  Presenting: "Get the Most Out of Your Customer Insight: Integrating Text and Social Media."

Xerox Corp, Charlie Alexander, VP, Worldwide Quality and Customer Loyalty.
  Presenting: "How Service Can Enable Better Product Development – Every Time."

Vonage, Bill Solomon, VP, Customer Care.
  Presenting: "Learning & Development for Contact Centers – the Impact on Customer Experience."

Luxottica, Steve Ellis, Sr. Director Customer Care.
  Presenting: "Customer Effort, Why Bother?"

Cox Communications, Mallory Luce, Product Manager, Digital Experience Team.
  Presenting: "Target-State WEB & Self-Service Evolution."

John Wiley & Sons, Rich Bigger, Director of Customer Relations.
  Presenting: "Maintaining Customer Relationships in a Turbulent Marketplace"."

Papa John's Pizza, Brent Engel, Operations Support & Training.
  Presenting: "How We Serve Service Up Right!"

NB Power, Manager Customer Relations Infrastructure.
  Presenting: "Plugging into Customer Needs."

Sabre, Brant Deranger, Vice President, Service Delivery.
  Presenting: "Customer Service Evolution Tips and Tactics."

AMC Theatres, Brien Hall, Manager, Guest Services, Social Media.
  Presenting: "Going Social: The Role of Social Media in Today’s Customer Service Strategy."

Behr Process Corp, Rebecca Rankin, Director of Customer Care.
  Presenting: "Engaging Reps in the Call Center."

Forrester, Kate Leggett, VP, Principal Analyst.
  Presenting: "The Importance of Customer Service."

Vonage, Bill Solomon, V.P. Customer Care.
  Presenting: "Learning & Development for Contact Centers - the Impact on Customer Experience."

EyeMed Vision Care, Steve Ellis, Senior Director, Customer Care.
  Presenting: "Customer Effort, Why Bother?"

AMC Theaters, Heather Morgan, Director, Guest Experience.
  Presenting: "The Role of Social Media in Today's Customer Service Strategy."

NB Power, Sherry Thomson, Vice President of Customer Service, Distribution and Transmission.
  Presenting: "TheSelf Service Story."

Agilent, Eric Senesi, V.P. Worldwide Customer Support & Services.
  Presenting: "Global Support Best Practices."

Behr, Rebecca Rankin, Director, Customer Care.
  Presenting: "Leading Change in a Call Center."

Family Dollar, Barbara Pretzer and Karen Sell, Divisional Vice President of Customer Care Technology Support.
  Presenting: "Transforming the Helpless Desk to Customer Care Support."

Mayo Clinic, Denise M. Kennedy, Service Administrator.
  Presenting: "A Roadmap for Improving Service Quality: Lessons and Tools."

Exmark, David Martin, Customer Service Manager-North America.
  Presenting: "Enhanced Customer Experience Through Education and Channel Relations."

Symcor, Cory Longman, Director, Service Management Centre.
  Presenting: "Journey to Service Support Excellence."

Herman Miller, Al Gruppen, Customer Excellence Sr. Manager.
  Presenting: "Customer Care Case Study."

Plantronics, Ed Romson, Senior Director, Global Customer Care.
  Presenting: "Helping Customers Help Themselves: Customer Care in a Unified World."

Xerox Corporation, Charlie Alexander, Vice President - Worldwide Quality and Customer Loyalty.
  Presenting: "How Service Can Enable Better Product Development - Every Time."

Mayo Clinic, Denise Kennedy, Service Coordinator.
  Presenting: "A Roadmap for Improving Service Quality."

Cox, Chris Hansen, Sr. Product Manager.
  Presenting: "Target State Web and Self-Service Evolution."

BCG London, Ian Walsh, Partner and Managing Director.
  Presenting: "Customer Experience Delivery."

YRC Worldwide Strategic Market Planning, Chris Kuehl, Managing Director.
  Presenting: "Cultivating a Strategic Thinking Perspective."

Gulfstream Aerospace Corp, Greg Hammerstein, Director.
  Presenting: "Determining the Optimum 'Mix' of Service Methods."

Aflac, Darlene Porter, Manager of Employee Relations.
  Presenting: "How To Reduce Turnover and Elevate Customer Satisfaction."

Spherion, Patti Dunning, Regional VP.
  Presenting: "Managing and Getting the Most of Service Staff."

University Arkansas Medical Sciences, Kathleen McComber, Senior Director HR.
  Presenting: "Workplace Violence: Lessons Learned for Customer Service."

Schwab Institutional, Mark Helliker, Senior Vice President.
  Presenting: "Competing and Winning Through Service."

Cox Communications, Christopher Kocks, Strategy & Development Manager.
  Presenting: "Formulating Your Strategic Customer Game Plan."

AutoZone, Bill Lipsey Director of Content.
  Presenting: "Creating the WOW Customer Experience."

The Cheesecake Factory, Pat O'Neill, Director of Guest Services.
  Presenting: "Implementing Customer Service Strategy."

YRC Worldwide, Mike Brown, VP Strategic Planning & Marketing Communications.
  Presenting: "Internal Branding for Customer Service."

ChoicePoint, Katherine Bryant, VP Customer Advocacy.
  Presenting: "Finding the Sore Spot and Turning it Into an Advantage."

Seattle SuperSonics & The Storm, Pete Winemiller, VP Guest Relations.
  Presenting: "Moments Matter! Building a Culture that Creates Loyalty Inside and Out."

Aflac, Virgil Miller, VP Customer Service Center.
  Presenting: "Customer Experience and the Impact on Customer Loyalty."

IBM, Jim Spohrer, Director, Service Research.
  Presenting: "Service Science: An Emerging Discipline and Profession."

Spherion, Sandy Mazur, Vice President Service Offering Development.
  Presenting: "Customer Service Hiring Study and Findings."

Cox Communications, Christopher Kocks, Strategy - Development Product & Program Manager.
  Presenting: "Formulating Your Strategic Customer Game Plan."

CSX Transportation, Shelley Mast, VP of HR and CS.
  Presenting: "How to Kill an Anecdote."

BearingPoint, William Lehman, Managing Director.
  Presenting: "Improving Customer Profitability and Service with CRM."

New York Life, Vivian Myers, Associate Vice President Customer Service.
  Presenting: "Staffing Models for Customer Service."

Gulfstream Aerospace Corp, Greg Hammerstein, Director.
  Presenting: "Exceeding the Needs of the World's Most Demanding People."

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