| Session Tracks |
 | CUSTOMER EXPERIENCE | | DISTRIBUTION MANAGEMENT |
| EXECUTIVE LEVEL | | MATERIAL HANDLING |
| PEOPLE MANAGEMENT | ||
| 9:15 am - 10:15 am |
| Simple Ways to Save 15-20% in Distribution Costs
Every dollar counts! Even the most efficiently run distribution operations can be more efficient. Learn from real life examples on how to spot opportunities to save money in your own distribution facilities and unravel emerging technologies to provide the most savings. Understand: Speaker: Lou Cerny, Vice President, Sedlak | |
| 9:15 am - 10:15 am |
| The State of Shipping
Fulfillment operation is a crucial component to your business. From accurate shipping tracking to easy customer returns and inventory replenishes, open your business to new markets and learn how USPS® can provide the solutions to make your business thrive. The discussion will teach you: Speaker: Susan Plonkey, Vice President of Sales, USPS | |
| 9:15 am - 10:15 am |
| The New Marketing Mix: How Service Drives Marketing Success
When there is a disconnect between your marketing and operation departments your customer promises will most likely go undelivered. Learn how to drive a top-notch customer experience by building a bridge between these two departments with consistent messages and realistic deliverable. You will understand: Speaker: Debra Ellis, President, Wilson & Ellis Consulting | |
| 9:15 am - 10:15 am |
| Don’t Run Blind. Tackling a Successful Software Conversion
There are a numerous amount of reasons many software conversions fail. This session will provide an overall understanding of how to tackle a successful software conversion so your company experiences greater productivity, profits and growth. You will learn: Speaker: George Farnell, VP, Client Business Development, Data Management Associates, Inc | |
| 9:15 am - 10:15 am |
| Which eCenter is Right for You? Focusing on specific opportunities to service the eCustomer, this session will help you determine how to best serve the eCommerce channel of your business. A panel of experts will answer your questions and discuss the benchmarks, services, social media involvement, and professionalism for this area of your contact center. Walk away with: Elisa B. Lowry, VP/Operations, Venus Fashion, Inc. | |
| 11:00 am - 12:00 pm |
| Musical Chairs: Consolidating Your Distribution Network
Hear how JW Pepper, a premiere sheet music supplier, successfully consolidated multiple distribution network centers from across the US. From site selections to real estate analysis to operation transitions, learn about all the crucial components that went into the success of this undertaking. Walk away knowing: Speaker: Steve Harris, VP, Construction & Real Estate, The Beacon Group Glenn Burtch, President, JW Pepper | |
| 11:00 am - 12:00 pm |
| Paper: More than Meets the Eye
Debunk the many myths about paper packaging! You know that paper is one the most widely used and versatile packing material, but what you may not know is how it can help your shipping operation with throughput increases, cost savings and automation. You will learn in this session: Speaker: Tara Foote, Director of Marketing, Ranpak | |
| 11:00 am - 12:00 pm |
| Supervision: Find your Style – Improve your Style
Supervision and management of people is both a science and an art, while everyone has a different management style, there is always room for improvement. In this session, you will become aware of your innate management style and discover new ideas to improve your supervisory style and abilities. You will: Speaker: Bruce Breckbill, VP Direct Sales, Lehman's | |
| 11:00 am - 12:00 pm |
| Improve Customer Retention by Establishing an Intelligent Customer Front Door
Customers will leave when they have a bad service experience in the contact center or voice response system. Become more operationally effectively with smarter investments into office IT projects and the web to bring real-time relevance, context, segmentation together at the “moment of truth”. You will uncover: Speaker: Brian Bischoff , Global VP , Genesys Telecommunications Labs Dan Stoops, Director Customer Care Solutions , Alcatel-Lucent | |
| 11:00 am - 12:00 pm |
| Ten Critical & Overlooked Factors in High-Performance Distribution Operations
Executives are constantly striving for strategies to better their companies’ performance. This session will uncover opportunities to improve worker productivity, increase cost saving, and make smart equipment investment choices. Dramatically improve your company’s distribution while drawing attention to an awe-inspiring change to your management skills. You will uncover: Speaker: Patrick Sedlak, Vice President, Sedlak | |
| 1:45 pm - 2:45 pm |
| The Value of Voice
Hear how the power of voice has become a mainstream fulfillment strategy. This presentation will define best practice use of the technology and the use of voice beyond the typical selection operation. You will uncover: Speaker: Timothy Post , Technology Specialist Corporate Sales , Dematic | |
| 1:45 pm - 2:45 pm |
| Best in Class Order Fulfillment Systems Examples See case studies of today’s customer direct operations that have engineered their order fulfillment systems to process with speed, accuracy and productivity. Review the designs of existing order fulfillment systems and understand what business drivers can affect your design of a material handling system. You will learn: Speaker: Ken Ruehrdanz, Market Manager, Distribution & Warehousing, DEMATIC | |
| 1:45 pm - 2:45 pm |
| Hiring and Fostering Relationships For Employee Retention
Maintaining a clear path of communication with your employees is an important factor to avoid high turnover rates. Learn how to build a strong and suggestive workforce by obtaining effective training tools and techniques used to educate your employees on their responsibilities and goals. You will learn: Speaker: Cathy Hayward-Hughes, Owner , Crystal Creek Logistics | |
| 1:45 pm - 2:45 pm |
| Budgeting IT: How Much Are Your Competitors Investing?
The cost of implementing and maintaining systems is an issue every company struggles to perfect. Based on real case studies, see a blueprint for effective system budgeting in a direct commerce business and gain critical insights in getting a full return on your systems investment. You will understand: Speaker: Ernie Schell, Director , Marketing Systems Analysis | |
| 1:45 pm - 2:45 pm |
| How Seta/Palm Beach Jewelry Successfully Outsourced 100% of its Call Center
Outsourcing a call center is an important decision for all company to evaluate. In this session, you will hear how Seta/Palm Beach Jewelry selected and managed a call center ran by their outsourcing partner. See the specific measurements used to generate sales and increase customer satisfaction with efficient tech and customer support. You will hear: Speaker: Timothy Holody, COO, Seta/Palm Beach Jewelry | |
| 3:00 pm - 4:00 pm |
| How Young Living Reduced its Parcel Costs 26% Through Contract Negotiations
Step by step, see how Young Living Based saved over 26% in parcel expenditure without modal or carrier changes. This session will provide valuable tools to help you negotiate best-in-class pricing in contracts and reduce your overall shipping costs by as much as 35%. You will be able to: Speaker: Tim Sailor, Principal, Navigo Consulting Group Ron Harris, VP Operations, Young Living Essential Oils, Inc | |
| 3:00 pm - 4:00 pm |
| Green Warehouse Solutions and Your Bottom Line
The technologies involved for greening your warehouse may be easier and cheaper than you think! This session will cover affordable green warehouse solutions for lighting, conveyor, and controls to generate a rapid ROI and improve your bottom line. You will walk away with: Speaker: Clint Lasher , Director of Sales at Automation Systems Group , Wynright | |
| 3:00 pm - 4:00 pm |
| The Six Keys to Driving Change in a Traditional Corporate Culture Your company’s corporate culture can be the solution to success. Learn how to assess your current corporate culture with six key components and identify changes that can increase productivity to help boost sales and stimulate your bottom line. In this session, you will: Speaker: Ron Cain, Chairman & CEO, TMSi Logistics |
