Access the attendee list from this event here.   The following are materials that were presented at the 2012 Service Excellence Summit. Remember to bookmark this page and check back often for updates including audio recordings of select presentations.     General Session Presentations   Keynote: The Challenge of Service Excellence within the New Norm Presenter: Bob Johansen, Author and Advisor, Institute for the Future    Keynote: I Love You More Than My Dog: Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad Presenter: Jeanne Bliss, President, CustomerBliss * Order copies of Jeanne's book here!   Keynote: The Customer Experience Revolution – How Companies like Apple, Amazon, and Starbucks have Changed Business Forever Presenters: Jeofrey Bean, Principal, Del Mar Research & Consulting, LLC Sean Van Tyne, User Experience Director, FIC * Order copies of Jeofrey and Sean's book here!   Service Champion Cross-Industry Practices Presenter: Gina Pingitore, Ph.D., Chief Research Officer, J.D. Power and Associates View the corresponding videos: 2012 Customer Service Champions People Matter Assuring Consistency Across Service Channels Understanding Customer Differences Why it Matters  One Champion's Story Presenter: Michael Lowe, Associate General Manager & Chief Customer Executive, Salt River Project   People DO Make the Difference Moderator: Rocky Clancy, Vice President, Financial Services, J.D. Power and Associates Panelists: Renee Castillo, Senior Director, Customer Services, Salt River Project; Jill Grafflin, Vice President, American Express World Service; Sue Nokes, President—Canada; Senior Vice President, Global Customer Solutions, Asurion; Greg Smolan, Assistant Vice President, Sales and Client Services Division, Amica Mutual Insurance Company   The Shifting Value and Expectations of the Channel in the New Norm Moderator: Jeff Conklin, Senior Director, Energy Practice, J.D. Power and Associates Panelists: Penni McLean-Conner, Vice President of Customer Care and Energy Efficiency, NSTAR; Karen Kraus Phillips, Vice President, Corporate Marketing Services and Investor Relations, Erie Insurance; Wende Rhodes, Director of Brand Administration, Scottrade   The Contact Center's Pervasive Role in Creating a Competitive Advantage in the New Norm Presenter: Mark Miller, Senior Director, Contact Center Practice, J.D. Power and Associates   Three Strategies to Shave Costs and Deliver a Great Customer Experience Moderator: Mark Miller, Senior Director, Contact Center Practice, J.D. Power and Associates Panelists: David Geiger, Co-founder and Chief Executive Officer, Center Partners; Barbara Porter, Customer Experience and Business Development, Nicor National, an AGL Resources Company; Michele Rowan, President and Chief Executive Officer, Customer Contact Strategies Diversified Presentations Social Media Research: Moving from Adoption to Integration Presenters: Christie Hickman, Consumer Insights & Strategy Senior Manager, J.D. Power and Associates Heather Hough, Vice President of Strategic Initiatives, Director of Client Services, Brains on Fire  Using VOC to Improve Performance Moderator: Larry Wu, Senior Director, Diversified Industries Practice, J.D. Power and Associates Panelists: Bill Andrews, Director of Marketing, Viking Range Corporation; Terrance Morgan, Senior Director of Strategy, 24 Hour Fitness; George Owens, Managing Director of Marketing, Service Corporation International; Dan Seldin, Director, Corporate Research and Marketing Sciences, J.D. Power and Associates   Energy Presentations   High Customer Satisfaction Leads to Premium Rates of Return Presenter: Andrew Heath, Ph.D., Senior Director, Energy Practice, J.D. Power and Associates   Corporate Citizenship—Engaging the Community Presenter: Doug Ziemnick, Manager, Customer Research and Information, DTE Energy   Brand Repositioning: Start with Your People Presenter:  Amy Furlong, Brand Project Manager, Sacramento Municipal Utility District High-Touch Customer Care...Can We Still Do That? Mat McCudden, Director of Customer and Communication Services, Clark Public Utilities Best Practices in Outage Communications Presenters: Becky Andersohn, Customer Relations Research Coordinator, Idaho Power; Tara Oglesby, Manager, Customer Satisfaction & Business Optimization, Ameren Missouri; Peggy Soileau, Market Support Manager, Entergy; Don Frazier, Marketing Research Manager, PPL Electric Utilities Field Services Supercharges Satisfaction Presenter: Claire Maglione, Manager of Customer Satisfaction, New Jersey Natural Gas Company Smart Customer Education and Communication Presenters: Denise Senecal, Senior Research Analyst, Pepco Holdings, Inc.; Juliet Shavit, President and Chief Executive Officer, SmartMark Communications, LLC 2012 Utility Website Evaluation Study Presenter: Andrew Heath, Ph.D., Senior Director, Energy Practice, J.D. Power and Associates   Financial Services Presentations   Maximizing Customer ROI Presenters: Michael Beird, Director, Banking Services, J.D. Power and Associates; Rocky Clancy, Vice President, Financial Services, J.D. Power and Associates; Paul Cuevas, Director, Automotive Finance, J.D. Power and Associates; David Lo, Director, Investment Services and Mortgage, J.D. Power and Associates   Banking—2012 Retail Banking Satisfaction Study Presenters: Michael Beird, Director, Banking Services, J.D. Power and Associates; Cindy Bestard, Research Director, J.D. Power and Associates   Mortgage Presenters: Paula Bibik, Senior Research Manager, J.D. Power and Associates; Kristy Saieg, Research Manager, J.D. Power and Associates   Automotive Finance Presenters: Lisa Chlubiski, Director, Client Services, J.D. Power and Associates; Paul Cuevas, Director, Automotive Finance, J.D. Power and Associates     Healthcare Presentations   Who Owns Customer Satisfaction? Moderator: John Clark, Director, Healthcare Practice, J.D. Power and Associates Panelists: Katie Catlender, Director, Customer Service, Harvard Pilgrim Health Care; Diane Kelley, Vice President, Provider Services, Blue Cross and Blue Shield of Florida; David Medvedeff, Chief Executive Officer, Avatar International   Case Studies in Achieving the Highest Customer Satisfaction Moderator: Scott Hawkins, Director, Healthcare Practice, J.D. Power and Associates Panelists: Andrew Deraney, Data Analyst, Strategic Planning and Market Research, The Valley Hospital; Annette Grosz-Ringdahl, Director of Customer Relations and Claims, Operations, Dean Health Plan; Alan T. Kiyohara, Vice President of Pharmacy Operations and Services, Kaiser Permanente, Southern California Region   Employer Perspectives on What Drives Purchaser Satisfaction Moderator: Richard Millard, Ph.D., Senior Director, Healthcare Practice, J.D. Power and Associates Panelists: Collier Case, Director of Health and Productivity Benefits, Sprint Nextel; Laurel Pickering, President and Chief Executive Officer, Northeast Business Group on Health   Seamless Member Satisfaction Moderator: Jim Dougherty, Director, Healthcare Practice, J.D. Power and Associates Panelists: Mary Beth Jenkins, Senior Vice President and Chief Operating Officer, UPMC Health Plan; Lori Rund, Vice President, Product Management and Market Intelligence, Health Alliance Plan; Earl Thurmond, MD, Physician Director for Care Experience, The Southeast Permanente Medical Group     Insurance Presentations   2012 Study Review and Enhancements Presenter: Mark Garrett, Research Director, Insurance Practice, J.D. Power and Associates   2012 Analytical Plan and Survey Enhancements Presenter: Marcus Skerske, Research Supervisor, Insurance Practice, J.D. Power and Associates   Servicing Claims in the New Norm Presenters: Mark Garrett, Research Director, Insurance Practice, J.D. Power and Associates   Premium Growth in the New Norm Presenter: Stephen Crewdson, Director, Insurance Practice, J.D. Power and Associates   Overview of the 2012 Insurance Website Evaluation Study Presenter: Matthew Holland, Senior Research Manager, Marketing/Media Practice, J.D. Power and Associates     Telecom Presentations   Research Update Presenter: Gina Pingitore, Ph.D., Chief Research Officer, J.D. Power and Associates; Dan Seldin, Director, Corporate Research and Marketing Sciences, J.D. Power and Associates   Telecom Overview: State of The Union Presenter: Mike Jude, Program Manager, Consumer Communications Services and Connected Home, Stratecast/Frost and Sullivan   Wireless Trends: LTE Growth and the Impact on Handset Vendors/Operators and Consumers Presenter: Jim Moorman, Senior Industry Analyst, Standard & Poor’s   How to Build a Winning Team in a Changing Business Environment Presenter: Sue Nokes, President—Canada; Senior Vice President, Global Customer Solutions, Asurion     Travel Presentations   Industry Outlook and Recent Trends Presenter: Robert Bowers, Senior Vice President, Smith Travel Research   Impact of Generation and Income on Hotel Satisfaction Presenters: Weihua Huang, Senior Manager, Statistics in Global Research Operations, J.D. Power and Associates; Dan Seldin, Director, Corporate Research and Marketing Sciences, J.D. Power and Associates   Customer Research Insights—Cornell Center for Hospitality Research Presenter: Rohit Verma, Ph.D., Professor and Executive Director, The Center of Hospitality Research, Cornell University   Mystery Shopping Presenters: Stuart Greif, Vice President and General Manager, Diversified Industries Practice, J.D. Power and Associates; Jessica McGregor, Account Manager, Global Travel and Hospitality Practice, J.D. Power and Associates; Geoff Prince, Senior Manager, Operational Research, J.D. Power and Associates   Mid-Point Insights and the 2012 North America Hotel Guest Satisfaction Index Study Presenters: Stuart Greif, Vice President and General Manager, Diversified Industries Practice, J.D. Power and Associates; Weihua Huang, Senior Manager, Statistics in Global Research Operations, J.D. Power and Associates; Jessica McGregor, Account Manager, Global Travel and Hospitality Practice, J.D. Power and Associates; Dan Seldin, Director, Corporate Research and Marketing Sciences, J.D. Power and Associates      CONGRATULATIONS TO OUR DISCOVERY ZONE PRIZE WINNERS!   We are pleased to announce the winners of our Discovery Zone raffle prizes.   Our first prize winner, who will receive a $250 gift card, is: Carol Nowak from Aetna, Inc.   Our grand prize winner, who will receive a $250 gift card and a complimentary 2 night stay at the Hilton Orlando Bonnet Creek, is:   Maria Pinchevsky from T-Mobile