The conference started bright and early with registration opening at 7 a.m. and four Professional Development Courses commencing at 8 a.m.

David Kay of DB Kay & Associates presented “Breakthrough KM with Knowledge-Centered Support.” Attendees took away specific information to kick-start their knowledge program with KCS best practices. Bill Moore of DG Associates and CRMI held “Building a Customer Experience Management Strategy to Acquire, Retain, and Grow Your Customer Base,” focusing on the 12 key components of a CEM strategy that can improve retention, profits, and sales by increasing customer satisfaction and loyalty.

The third session was “Creating Business Value Changes Customer Perceptions and Wins More Business,” presented by Bill Hall of Pretium Partners. Bill discussed how to improve the value proposition of services by implementing and emphasizing service offer attributes that drive value. The final session, “Global Resource Management Workshop,” was led by Mark Sloan of RTM Consulting. Mark offered a comprehensive methodology for PSOs to optimize the movement of resources, as well as to effectively balance the supply of resources with generated demand.

It was a great start to an exciting event, with tons more in store.

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