Michael Walsh

Mike Walsh, best-selling author of FUTURETAINMENT and CEO of innovation research lab Tomorrow, is a leading authority on the digital future. He helps to prepare business leaders for what’s next. Rather than focusing on the distant future, Mike takes an anthropological approach – scanning the near horizon for disruptive technologies and consumer innovations on the verge of hitting critical mass, and then translating these into usable business strategies. Mike’s expertise is explaining new patterns of consumer behavior and disruptive technologies in emerging markets.

His advisory work and keynote presentations provide unique insights into the growing influence of new markets on breakthrough innovation and business transformation. A global nomad constantly traveling the world for the best ideas – Mike distills the most relevant insights into tailored keynotes that allow any audience to not only understand, but also start to influence the future direction of their industry.

Mike Walsh helps prepare business leaders for what’s next. With an engaging blend of first hand stories, global case studies and cutting edge research into consumer and technology trends – Mike can bring the future to life for you and your audience.

PROGRAM TOPICS

Mike Walsh’s three core programs are:

  • FUTURETAINMENT (what’s next for your customers?)
  • FLEX (what’s next for your enterprise?)
  • THE FUGUE (what’s next for the world?)

You can experience these topics as either a high impact 50 minute keynote or a half day workshop with interactive exercises and facilitated discussion.  Supported by a global network of analysts and researchers – Mike takes the time to work with you and your team to tailor his presentations to directly address the issues directly relevant to your company and industry.

FUTURETAINMENT – Yesterday The World Changed, Now Its Your Turn

Welcome to the Revolution. The balance of power has shifted and consumers have taken control. How we buy, sell and engage customers with our brands is being transformed by powerful new forces – both technological and anthropological. Based on Mike Walsh’s best selling book, FUTURETAINMENT is a fast paced tour of the latest technologies, global trends, and case studies that will forever change the way you think about your relationship with your customers. In this session Mike shares:

  • The most disruptive trends for 2012 specifically researched for your industry
  • Products and promotions that will engage the next generation of consumers
  • Consumer innovations from fast growth emerging markets – The value of big data, compelling content and next generation behavioral analytics
  • Global best practices in mobile applications and platforms
  • Original video interviews with the scientists, innovators and entrepreneurs whose ideas will drive the future of your business

FLEX – Business Re-Imagined
What does it take to lead a 21st century company? New technology is not only an opportunity to improve productivity, it invites us to ask a much bigger question – can we re-imagine the way we do business? Forces of change surround us. Whether it be generational turnover, the Cloud, mobile work, or the rise of the social enterprise – the companies that thrive in the near future will be the ones that not only embrace change but are the first to break the rules.

With original consumer market research, practical evaluations of next generational enterprise tools and case studies from some of the world’s most innovative firms – you will have everything you need to start thinking like a FLEX firm. In this session Mike shares:

  • The new digital platforms and enterprise tools that can change the relationship you have with your customers and competitors
  • The worldview of your next generation of staff and the new management styles necessary to lead them through disruptive times
  • The new models of innovation suitable for the current, fast paced, uncertain global environment
  • How consumerization, enterprise mobility and the Cloud will change the way your teams colloborate and act on information
  • Relevant case studies of the ‘winners circle’ of companies who have survived disruptive change
  • A roadmap for your company’s future and identify the capabilities you will need to take it there

WORLD NEXT – Your Roadmap To The Global Future
Social unrest, economic turmoil, rapid technological change – we live in a world seemingly dominated by crisis. And yet if you look more closely, you may also see a different set of patterns giving rise to new markets, new consumers and new ways to do business.

The future is already here, you just need to know where to look. From disruptive mobile technology from China to India’s low cost business models, next generation mobile banking in Africa and social consumerism in South America – innovation is shifting to a new geography. How we interact, transact and entertain ourselves in the future will be shaped by a billion new consumers from emerging markets. THE FUGUE is your roadmap to understanding and accessing the growth potential of tomorrow’s world. In this session Mike shares:

  • How the Web of tomorrow will be different from the one we use today
  • New markets, consumers and technology trends that will be essential for the global growth of your business
  • Case studies of international companies who have successfully leveraged cultural forces for local market success
  • The disruptive innovation models of your emerging market competitors – The new management styles necessary for leadership in fluid, hyper-competitive and uncertain global markets
  • The winners and losers in the new digital world order and your company’s readiness to survive or thrive

ADDITIONAL PROGRAMS AND WORKSHOPS
TOMORROWLAND – Tales from the Near Future
The future is already here – you just need to know where to look. Virtual currencies in China, web organized flash mobs in Korea, and cashless mobile banking in Africa – sometimes the most disruptive product ideas come from the most unlikely of places. The secret to seeing what’s coming next is to pay close attention to the spaces where all the rules are being broken. Come on a fast paced global tour of the disruptive technologies that will directly impact you and your industry.

THE DIVERGENCE – Why the Future of The Web Will Be Like Nothing You Know Today
What we think of the Web today is only a fraction of its future potential. The Divergence  marks the point where everything we know about the digital world will change. In the coming years, the emerging markets of China, India and Brazil will rapidly overtake the West not only in their rates of economic growth, but as the dominant commercial and cultural influences on the development of the Web. How we interact, transact and entertain ourselves in the future will be shaped by new forms of consumer behavior never seen this side of Silicon Valley. Forget everything you know about West Coast Web etiquette. Tomorrow’s Web will be a milieu of competing cultures – simultaneously a source of conflict and also a wellspring of consumer innovation.

THE ENERWEB – Energy’s Networked Future
Information may be power, but power is also be information. Global environmental concerns are driving not only new investment in renewable energy but also the transformation of the analog power grid into a smart, digital network. What we think of today as a simple electricity outlet will soon become a node in a new networked ecosystem of appliances, applications, and consumer data. The rise of the Enerweb will attract both new kinds of players and encourage new forms of consumer behavior, forever changing the way we think about energy.

 UBIQUITOUS – 24HRS in Tomorrow’s Mobile World
While faster processors, bigger screens and more powerful features steal the headlines – the true mobile revolution plays out daily in its continuing impact on the way we live, work and play. The next generation of phone technology is less about innovative hardware, and more about providing consumers with ubiquitous, high speed access to our social, professional and entertainment networks. From location based technologies, to gesture based interfaces and integrated financial services – the future of your phone may be no phone at all. For advertisers and platform providers alike – the secret to understanding the mobile business of tomorrow is to understand how today’s consumer is already changing.

WORKSHOPS

NEXTLAB – How to Think Like a Futurist
NEXTLAB is a unique learning format. Part insights briefing and part hands on innovation workshop – you will learn to apply the latest tools and techniques that future forecasters use to map out the most significant technological, social and commercial trends on the near horizon. NEXTLAB is a 90 minute session designed for small, dynamic groups. The workshop is divided into three sections – theory, tools and application. In the first section, we discuss the latest thinking around innovation and consumer behavior, and their influence on future outcomes. The next module – tools – is focused on the insight gathering methods used by the world’s best forecasters and explains how you can apply these in your every day activities. Finally, in the third section we conduct a series of practical group exercises that facilitate building a picture of the future of your individual company and industry.

  • Discover the top ten forces that are already changing the relationship you have with your customers
  • Understand how divergent consumer behavior creates new future scenarios
  • Deploy simple collaboration and information sharing systems in your team to maximize your collective wisdom
  • Learn how new social media tools can help you track what people are thinking, doing and saying in real time
  • Build an innovation radar for your company and identify the trends most likely to impact your core business
  • Deploy simple collaboration and information sharing systems in your team to maximize your collective wisdom
  • Use creative consumer focused scenarios and stories to build an ‘innovision’ for what happens next in your industry
  • Effectively communicate your vision of the future to internal stakeholders and your industry peers

INNOVISION – Bring Future Visions to Life
Innovision is a radically different approach to future thinking and scenario planning. The objective of the Innovision Workshop is to develop a shared view on the challenges and untapped opportunities facing the future timeline of the company and its stakeholders, and capture this in a compelling format for broader comm-unication. In a half day format, our unique process adapts lateral thinking and sophisticated narrative development techniques developed by creative professionals to develop entertainment products. The Workshop is structured into three parts, that loosely follow the structure of a three act film or play. During the discussion, the Tomorrow team will identify keywords and phrases that characterize the scenarios and use these to develop a visual storyboard, used to build the rough cut of the Innovision film presented at the end of the session. We believe that the Innovision process offers a number of benefits over and above a more traditional strategy workshop formats:

  • A more engaging, dynamic and creative framework for collective brainstorming and scenario testing of future conflicts and opportunities
  • Character based approach builds empathy with potential stakeholders and clearer identification of the implications of strategic tradeoffs
  • The final result –  a five minute mini film – provides a powerful communication tool for wider distribution

CONNECT! – The Simple Guide to Social Engineering
This session is an engaging, interactive workshop focused on helping business managers and entrepreneurs harness social networking to transform their customer marketing and communications. Incorporating live demonstrations and case studies of brands that have successfully used services like Facebook, Twitter and Linkedin – this workshop uncovers some of the secrets that social networking gurus use to turn their customers into evangelists.

  • How consumers are already talking about your brand, and how to participate in the conversation
  • How to use Twitter to build your ‘herd’ of brand followers> Building ‘content sharing’ into your website to tap into free network marketing
  • Leveraging Linkedin for targeted business development
  • How to track what your customers are already saying about you in online forums
  • Integrating social media with your CRM strategy – from sales to customer support
  • Developing the right ‘tone’ to talk to your customers on blogs, Twitter and video podcasts
  • The best tools, web services and infrastructure providers to partner with to achieve instant results

MICHAEL WALSH’S BOOK

Brett King

Often referred to as The Disruptor, Brett King is known in financial circles as a Bank Futurist. Recently named Innovator of the Year’ by American Banker Bank TechnologyNews Magazine, Brett’s radical and revolutionary views pertaining to customer experience and financial services have made him a sought after expert and strategic advisor to many of the world’s leading financial services organizations.

An Australian, who has also lived in the Middle East and Hong Kong, King, now resides in New York where he runs a strategic advisory firm, User strategy. His latest endeavor, likely his most ambitious yet, is Moven – the world’s first card-less, direct mobile bank.

When not traipsing the globe, infecting the continents with his progressive banking movement, Brett can be found turning out best sellers; Gone Today Branch Tomorrow, Bank 2.0, and his latest – Bank 3.0. King’s insightful and thought provoking contributions can also be found in The Huffington Post, The Financial Times, The Economist, American Banker, The Wall Street Journal, Bloomberg TV, and Seeking Alpha.

BRETT KING – KEYNOTES

Based on his bestselling book BANK 2.0 and “Branch Today, Gone Tomorrow”, Brett King’s presentations entertain and educate audiences on how consumer behavior and technology are changing the way we do banking and how significant changes in the future will change your view of customer interactions forever. “As customers embrace the blackberry, iPhone, and new devices like the iPad, banks are marginalized as a transaction platform and telcos, aggregators and players like PayPal are capturing customers.” Brett King, BANK 2.0 Author on Bloomberg TV affiliate SBC (Greece)

The Big Shift: How Customer Behavior & Technology will Change the Future of Retail Financial Service

Ten years ago, no one could have predicted that 90 per cent of daily transactions would be electronic, that Internet banking would provide more revenue than branches, that social media would drive your brand, and that growth in mobile banking would be the final nail in the coffin for the dominance of branch banking.

Brett King reveals in this charged keynote why customer behavior is so rapidly changing, including the four phases of disruptive change, how branches must evolve, why checks are rapidly disappearing and cash is next, why your mobile phone will replace your wallet in the next 2-3 years, and how financial institutions must reinvent themselves or become irrelevant.

Brett King has appeared on Bloomberg TV, CNBC, been featured in the Financial Times, Washington Post, and has spoken at events for Google, Oracle, plus some of the world’s biggest banks and corporations – explaining “The Big Shift.”

The Future of Retail Financial Services

Brett King looks at the latest trends that are redefining financial services and payments. From the global scramble for dominance of the mobile wallet, the expectations created by Tablet computing, the operationalizing of the Cloud and the explosion of Social Media.

In this session he identifies how Social Media has exposed pricing, over-regulation, outdated processes, poor policy and explains how mobile technology is completely changing the context of banking. He also dives into how customer advocacy is killing traditional brand marketing, the growth of the ‘de-banked’ consumer who doesn’t need a bank at all, and why Banking is no longer a place you go, but something you do.

The Battle for the Bank Account: And Why the Banks Will Probably Lose…

In this new topic for 2012, Brett explores the end-game in the emergence of the mobile wallet and what it means for the humble bank account. With more than 60% of the world’s population without a bank account, with the ubiquitous nature of mobile phone handsets and the increasingly pervasive pre-paid ‘value store’, will you need a bank at all in the future?

When you can get your salary paid directly onto your phone, when your iTunes account doubles as a prepaid debit card and when you can use Facebook to send money – will banks still be able to compete

Advocacy, Behavior, Context – The New Rules of Engagement

In this session designed for marketers and digital channel professionals, Brett King explores how social media, mobile marketing, daily deals, geo-location, advocacy, gamification and behavioral psychology are working to change the rules of engagement for financial service brands.

This shift has far reaching implications for the organization, including rebuilding the marketing team, defining new metrics, delivering true 1:1 propositions and creating an open brand dialog.

Moven™ and the Reboot of Banking

Moven™ is a revolutionary new bank that will launch in 2012. This is the story of how Moven™ will revolutionize retail banking on multiple fronts. Brett King tells the story of why Moven™ decided on a card-less, paper-less, transparent model of banking and how the CREDSCORE™ engagement model is going to change the way we think about engagement, value and lending in the banking arena. If Moven™ achieves what it is aiming for, it will change the way people think about banking forever.

Based on his best selling book BANK 2.0, Brett King’s presentations entertain and educate audiences on how consumer behavior and technology are changing the way we do banking and how significant changes in the future will change your view of customer interactions forever. “As customers embrace the blackberry, iPhone, and new devices like the iPad, banks are marginalized as a transaction platform and telcos, aggregators and players like PayPal are capturing customers.” Brett King.

Full Biography

Brett King a strategic advisor to the global financial services industry,

Brett King on third generation banking – he is on the ground floor of creating it.

Founder and Chairman of Movenbank, the first direct mobile bank in the US and UK, he has been featured on BBC, CNBC, Bloomberg TV, The Wall Street Journal, Financial Times, The Economist and The Asian Banker Journal.

Recognized as a global expert on innovation, customer experience, channel distribution strategy and understanding the fundamental shifts in consumer behavior, he publishes regularly in his role as industry advisor on Huffington Post, Internet Evolution, FinExtra.

King is a Board Advisor at Geezeo, a leading software services provider for banks and credit unions. He advises IAFM, the International Academy of Financial Management™ (previously known as the American Academy of Financial Management).

One of the founders of IAFM, one of the world’s fastest growing professional associations with more than

200,000 members, associates and affiliates in 145 countries,King was instrumental in the development of the worldwide certification training provided by IAFM. He led the Asia division for Modem Media/Digitas (part of the Publicis group) managing revenues in excess of $10m per year and a 100 to 150 staff persons.

King was a Director for Deloitte Consulting with service line responsibilities in the technology integration arena across the Asia region, particularly within the financial services practice.

King advises top financial institutions globally and has presented at conferences in more than 30 countries for organizations like Google, Forbes, Oracle, The Economist, SWIFT, the American Bankers Association, Bloomberg, The Asian Banker, IIR, Marcus Evans, DTT Fast 500 and HSBC.

An international judge for The Asian Banker Retail Banking Excellence Awards, the GSMA Global Mobile

Awards, the Middle East Business Achievement Awards and the Middle-East Retail Banking Awards.

Specialties

  • The Future of Banking
  • Banking and Finance Sector
  • Executive and Professional Development
  • Channel Optimization and Prioritization

HCI, Usability The Big Shift in the Fundamentals of Consumer Behavior

Most of our business models are based on physical interactions, processes that occur face-to-face and value based on presence. What happens when the fundamentals of consumer behavior shift?

If you don’t yet understand “The Big Shift” then it is likely you and those around you still perceive changes like the arrival of the internet, Smartphone’s, mobile payments, Social Media and networking as the progression of technology adoption. But what if there was much more to these changes? What if they formed the basis of something fundamental and when seen collectively they foretold much bigger and more significant changes in the future?

Whether it is a brand, the value assets or the potential of a future investment, chances are consumers are already communicating their opinions using social media platforms.

Tools that have arisen from ‘The Big Shift’ include the process of ‘sentiment analysis’ which will allow investors to forecast the attitude of consumers with regards to specific issues based on what the public are communicating. This in turn, creates an opportunity to access knowledge that is already available in forecasting the success or risk of an investor’s current or future portfolio in ‘real time’.

Learning to surf ‘The Big Shift’, provides investors with an opportunity to reconnect the marketplace, removing intermediaries streamlining blockages in communications which in turn impede marketplace competiveness.

By using simple social media tools, the property industry can not only capture and search the expertise available within the network, but also create relationships encouraging peer to peer lending and private investors.

Brett King has appeared on Bloomberg TV, CNBC, been featured in the Financial Times, Washington Post, and has spoken at events for Google, Oracle, and some of the world’s biggest banks and corporations – explaining “The Big Shift.”

Jonathan Salem Baskin

Jonathan Salem Baskin combines technology, history, 30 years of successfully bringing brands to market, and the latest research to deliver provocative insights into the ways people interact with businesses, governments and one another. He is regularly quoted by the news media because he speaks honestly and passionately about today’s latest trends, “providing thinking that goes way beyond what could be found with a Google search,” according to one client.

Jonathan has three decades of experience marketing some of the world’s biggest brands, having run communications for Limited, Blockbuster and Nissan, while later advising such iconic brands as Apple. He is a regular contributor to Forbes, a columnist for Advertising Age, marketing category expert at Answers.com, and has written extensively on technology and brands for InformationWeek. Baskin has written seven books: his first book Branding Only Works on Cattle, earned praise from Publishers Weekly and The Economist; his third book, Histories of Social Media, looks at the underlying dynamics of today’s social media technologies, and his fourth book, coauthored with Sue Unerman and entitled Tell The Truth: Honesty Is Your Most Powerful Marketing Tool, charts a new path for brands to build credibility and trust. He’s currently at work on his 8th book, The End of Anonymity, which will explore the challenges and opportunities for online relationships, whether between people, or with businesses and government.

He is a Senior Fellow Emeritus at the Smithsonian’s National Museum of American History, and received a degree in English Literature from Colby College, Waterville, Maine.

PROGRAM TOPICS

The Coming Privacy Crisis

Consumers are mostly unaware of the breadth and depth to which their once private data are being used by companies to not only serve them, but predict and then direct their online behaviors. Businesses have done little to bridge this gap in understanding, and consumers’ reaction once they find out could dwarf the uproar over the Snowden/NSA revelations. Baskin uses the latest research and evolving content for his next book to recommend ways businesses can help preclude this crisis, and how doing so can strengthen customer relationships on a highly topical issue.

The Innovation Trap

After years of being scolded for not innovating enough — and watching startups celebrated as the engines of disruption — established companies are beginning to realize that innovation was a trap from which they had little chance to successfully escape. Baskin spends his days as a managing director of Chicago’s oldest and most successful tech entrepreneur venture collaborative, and can show how big companies are learning to innovate on their own terms…and take tech startups with them.

Social Media, the Next Story

Now that the social revolution is over, the challenge for brands is to find new and compelling ways to engage with consumers who are busier, more critical, and less interested than ever before in what brands have to say. Baskin, a regular columnist for America’s Forbes and Advertising Age magazines, has studied brand engagement for years, and can specify what works, what doesn’t, and where brands should invest their money going forward. This insightful presentation playfully challenges the conventional wisdom, and yields actionable conclusions for better social engagement.

How to Create Sustainable Corporate Reputations

It’s common belief that a negative event can damage corporate reputation, and that the only way to prepare for such surprises is to have a PR plan at the ready. Baskin has studied data on 7000+ public companies over 10 years, and developed statistically reliable models that reveal most negative events aren’t really surprises, and that PR responses have little (if any) impact on them. The good news is that the likelihood of a crisis can be controlled by internal transparency and good governance. He shares specific case histories of what works, why, and how those insights can be applied to any company’s operations.

 

Jonathan Salem Baskin Books

Full Biography

Jonathan Salem Baskin started in the brand marketing business in high school, working at ad and PR agencies while his friend’s bagged groceries and delivered pizzas. In college, while he pursued his degree in English literature, led the student judiciary and played in a punk rock band, he started a company to help local businesses create ad campaigns.

After graduation, he gravitated to New York working first at Edelman Worldwide and then at Grey Advertising where he won the PRSA’s highest honor, the Silver Anvil. At 26, he was named the youngest EVP in Grey’s history. Relocating to the West Coast in 1989, Baskin was promoted to Chief Operating Officer of Grey’s Los Angeles office, where he led the communications strategy for the launch of Nissan’s Infiniti car division.

Baskin shortly thereafter moved “in-house,” joining Nissan to establish its first public affairs operation for North America. He lead the company’s first integrated marketing campaign for the Nissan Altima, spearheaded its foray into alternative fuels racing by solar vehicles in partnership with M.I.T. and he created Nissan’s corporate ad campaign “Built for the Human Race.” Baskin spoke often on emergent brand marketing issues, such as “e-Marketing,” to audiences at the Conference Board and Association of National Advertisers. He was not yet 30.

Baskin then moved to Columbus, Ohio, to serve as director of communications for Limited, Inc. (which owned such well-known brands as Victoria’s Secret, Abercrombie & Fitch, and Bath & Body Works). He invented the company’s first television network for communicating with its 100,000+ employees (“LTV”), pioneered brand-relevant actions on product sourcing (sustainable supply chain) and testing and participated in the development of the company’s first online fashion webcasts. Recruited away to lead Blockbuster’s worldwide marketing communications efforts, he spearheaded the company’s repositioning as a retailer of diversified entertainment content, adapting everything, from its awards program (The Blockbuster Awards) to store signage in support this new brand strategy.

Returning to Chicago in 2000, Baskin led creative development for a technology marketing firm and then the visual design department for a systems integrator called Inforte. In 2003, he established Baskin Associates, Inc. and forged a network of consultants across four continents to help clients translate their business strategies into brand plans that involved more than words and images. While the client list remains confidential, Baskin has partnered with many of the world’s leading brand names.

Baskin speaks around the world to groups of corporate leaders, marketers and all-company audiences. He writes regular columns for Advertising Age and Forbes magazines. His first book, Branding Only Works on Cattle (2008) was both a synthesis of his thinking and an entertaining, hands-on guide to creating and delivering a radically new model of brand. His second book, Bright Lights & Dim Bulbs (2010), was a readable collection is his more foresighted essays. His third book, Histories of Social Media (2011) traces online behaviors back to their historical roots. His latest book, Tell The Truth (2012), was called one of the year’s must-read books. He is currently at work on his fifth book.

He devotes his personal time to his family and to creating music in his basement digital studio.

Jeff Bauer

Jeff Bauer

Dr. Bauer is an internationally recognized health futurist and medical economist.  As an independent industry thought leader, he forecasts the evolution of health care and develops practical approaches to improving the medical sector of the American economy.  He is widely known for his specific proposals to create an efficient and effective health care delivery system through multi-stakeholder partnerships and other initiatives focused in the private sector. Dr. Bauer provides insight and thought-provoking presentations that leave attendees with a wealth of helpful “take home” information.

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Liz Goodgold

Speaker and author, Liz Goodgold is a fiery redhead with over 20 years of experience in marketing and branding. She is the author of RED FIRE BRANDING: Create a Hot Personal Brand and Have Customers for Life and DUH! Marketing. Liz’s talks are the epitome of “edutainment” – blending information, education, humor, and real-world examples. This fireball of energy takes issues directly from her audience, demonstrating how branding is the key to boosting business. Read more

Tommy Spaulding

Tommy Spaulding inspires audiences and teaches them how to achieve unprecedented professional and personal success by forming deeper, more authentic relationships with customers, employees, clients, and other key stakeholders. Former President and CEO, Up with People; New York Times Best-selling Author and Leadership Expert Tommy’s career has been built on valuable, authentic relationships. His sincerity, warmth, and humor unfailingly move his audiences, leaving them eager to put his ideas into action as soon as they return to work. Read more

Ken Dychtwald

Ken Dychtwald

Ken Dychtwald, Ph.D. is the nation’s foremost thought leader on population aging and its profound business, social, healthcare, financial, workforce and cultural implications. Over the next decade, leading industries, companies, governments, and major institutions will be challenged to transform their strategies, marketing, branding, distribution, product development, and workforce management to fully prepare for and capitalize on key trends created by a rapidly aging population.
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David Goldsmith

David Goldsmith

In today’s economy, people are increasingly looking for answers, and they’re not seeing the same value in generic presentations of the past. They want someone to help them identify their challenges and to provide solutions to them. Leadership and management expert David Goldsmith is a consultant, advisor, NYU professor, speaker, telecast host, and author of more than 500 published articles on topics such as strategy, technology, new product development, marketing, customer service, innovation, and forecasting to name a few. He is co-founder and President of MetaMatrix Consulting Group LLC based in Syracuse, NY. Read more

Bruce Himelstein

Bruce Himmelstein

Recognized as one of today’s top sales and marketing innovators, Bruce Himelstein is credited with leading the recent revitalization of the The Ritz-Carlton Company brand. A 37-year veteran of the hospitality industry, his career evolved from a humble beginning when, right out of college, he became bellman at the Americana Hotel in Albany, New York, and continued to his being named corporate vice president of sales and marketing for The Ritz-Carlton Hotel Company in 2002, following nearly 30 years with Marriott.
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Chip Bell

Chip Bell has helped many Fortune 100 companies dramatically enhance their bottom lines and marketplace reputation through innovative customer-centric strategies that address the needs of today’s picky, fickle, vocal and “all about me” customers. Dr. Bell reveals the best practices from the organizations leading the customer loyalty charge, giving audiences powerful cutting-edge ideas and unique strategies they can put into practice the minute they leave his keynote. Bell’s impact on audiences is nothing short of extraordinary: over 80% of the groups who hear him bring him back.

Always customer-centered, Bell customizes all his presentations to meet unique organizational needs through a background study, pre-event conference call, and phone interviews to better understand specific audience needs and challenges. He is considered a world renowned authority on customer loyalty and service innovation, writing over 400 articles for many business journals, magazines, and blogs. He has appeared live on CNN, CNBC, CNN, Fox, Bloomberg TV, ABC, and his work has been featured in Fortune, Business Week, Forbes, Fast Company, Inc. Magazine, and Entrepreneur.

Chip has authored six best-selling books including: Managing Knock Your Socks off Service; Customers As Partners; Magnetic Service; and Take Their Breath Away: How Imaginative Service Creates Devoted Customers. His newest is the best-selling book, Wired and Dangerous: How Your Customers Have Changed and What to Do about It. His books have been endorsed by the CEO or presidents of such service greats as Zappos, Starbucks, Ritz-Carlton Hotels, Build-A-Bear Workshops, JetBlue, Marriott, Chick-fil-A and Southwest Airlines. Leadership Excellence Magazine listed him among the top 30 thought leaders in America.

TOPICS / PROGRAMS

Innovative Service: Strategies for Increasing Growth and Profitst
What do Google, NetFlix, Apple, Nike and Amazon have in common other than rapid growth and amazing profits? They all are considered among the most innovative companies, perpetually seek ingenious ways to delight their customers. Remarkable service for today’s picky, fickle and vocal customers requires a constant and deliberate pursuit of innovative ways to make the customers’ experiences sparkly, but consistent; enriching, but profitable. Since value-added has gotten way too expensive; smart organizations focus on value-unique—novel, not just more. Innovative service paves the way for a “take their breath away” experience that can overcome customer resistance to price during challenging economic times. Based on three of his national best-selling books The 91Ž2 Principles of Innovative Service, Take Their Breath Away: How Imaginative Service Creates Devoted Customers and Service Magic: The Art of Amazing Your Customers, this lively, provocative session draws on Dr. Chip Bell’s 20+ years working with many of the world’s leading brands to help them stay ahead of their competition by maintaining best-in-class customer experience strategies. Attendees leave with countless cutting-edge techniques and a head full of ideas for either reinventing or reigniting the customer experience they deliver to those they serve.

Wired and Dangerous: How Your Customers Have Changed and What to Do About It
Your customers have been forever changed by a perfect storm—the convergence of anxiety created by a tough recession, frustration fostered by too much high tech service without high touch, and the power of being able to voice displeasure instantly to thousands via social media. Organizations that recognize the emerging “customer revolution” and adjust to this new normal customer will thrive; those that continue to use the “tired and true” methods of the past will fail. Today’s customers are picky (demanding value), fickle (quicker to leave), vocal (assertively telling all) and vain (expecting personalized service). Customer expectations are 33% higher this year over last year. And, since word of mouse (social media) today has five times the impact of word of mouth, it takes rethinking the strategies and tactics to ones that change today’s “customer as king” into tomorrow’s “customer as partner.” It requires insuring frontline employees have the authority and capacity to effectively serve in a multi-channel environment. It involves reinventing experiences that create customer ease and delight resulting in loyalty or “stickiness.” Based on his new book by the same title, this powerful, high-energy keynote draws on Dr. Bell’s deep experience consulting with many of the elite service-providing companies plus his cutting edge customer research. Attendees learn proven techniques and innovative tactics needed to drive business growth and reputation.

Innovative Service: Strategies for Creating Growth and Bottom Line Impact
What do Cabela’s, Netflix, Build-A-Bear, Enterprise Rent-A-Car, Progressive Insurance and FedEx have in common, other than incredible business growth? They all have created or reinvented the way they manage the customer experience in their industries. Remarkable service not only requires market and organizational leadership but more importantly a perpetual pursuit of innovative ways to make the customers’ experience sparkly, but consistent; enriching, but profitable. Value-added has gotten way too expensive; smart organizations focus on value-unique. Service innovation paves the way for a “take their breath away” experience that can overcome customer resistance to price during challenging economic times. It requires a contemporary understanding of “responsible freedom” (empowerment) plus leadership practices drawn from the R&D/inventive world. Based on his recent best-selling book, Take Their Breath Away, this lively, provocative session draws on Dr. Chip Bell’s 20+ years working with top leaders from the world’s leading brands to help them stay ahead of the competition by maintaining best-in-breed customer experience strategies. Attendees leave with countless cutting-edge techniques and a head full of ideas for either reinventing or reigniting the service experience they deliver to those they serve. Frontline employees gain competence and courage to start innovating; leaders gain insights and wisdom in ways to add creativity to their strategies and ingenuity to their culture.

Partnership: Building Profitable Professional Relationships That Last
Distinctive service in the professional world can be vastly different than the approach used by a merchant to win a consumer. For the business-to-business world and/or the space of sophisticated products or specialized expertise, the path to success is a long-term, profitable relationship. When those you serve feel like valued partners in a power-free relationship, their expectations are more realistic, they are more forgiving of mistakes, more ardent advocates and their economic investment in the firm or organization deepens. As expectations increase and allegiances becomes more fickle, research convincingly demonstrates it is the depth of the relationship, not the quality of the product or expertise, that retains the relationship. Based on his best-selling book Customers As Partners, Dr. Chip Bell’s insightful, fresh program provides audiences with provocative, yet practical tools, tips and techniques for building profitable relationships that last.

Leading Customer Devotion
Hospitality / Leadership
Managers As Mentors: Building Partnerships For Learning

CHIP BELL ARTICLES:
Act Like A Consultant
CHIP BELL BOOKS:

Chip Bell Books

Full Biography

Chip R. Bell is the founder of The Chip Bell Group and has offices in the Dallas and Atlanta areas. Chip’s newest book is Wired and Dangerous, co- authored by John Patterson.

Chip’s consulting practice helps organizations build a culture that supports long-term customer loyalty. Prior to starting a consulting firm in the late 1970s, he was Vice President and Director of Management and Organization Development for NCNB, now Bank of America. Dr. Bell holds graduate degrees in organizational psychology and human resource development from Vanderbilt University and George Washington University. He was a highly decorated infantry unit commander in Vietnam with the elite 82nd Airborne Division.

Chip is the author or co-author of nineteen books including Take Their Breath Away: How Imaginative Service Creates Devoted Customers (with John Patterson), Customer Loyalty Guaranteed: Create, Lead, and Sustain Remarkable Customer Service (with John Patterson), Magnetic Service: Secrets for Creating Passionately Devoted Customers (with Bilijack Bell), Service Magic: The Art of Amazing Your Customers (with Ron Zemke), Customers As Partners: Building Relationships That Last, Managers As Mentors: Building Partnerships For Learning, Managing Knock Your Socks Off Service

(with Ron Zemke), Dance Lessons: Six Steps to Great Partnerships in Business and Life (with Heather Shea), Knock Your Socks off Service Recovery (with Ron Zemke) and Beep-Beep: Competing in the Age of the Road Runner (with Oren Harari). His newest book (with John Patterson), Wired and Dangerous: How Customers Have Changed and What to Do About It will be in bookstores in May.

Chip’s insights into customer loyalty and service leadership spans over 300 articles appearing in leading publications including: Quality Digest, Leader to Leader, Journal of Management Consulting, Journal of Quality and Participation, Leadership Excellence, Customer Service Management, Customer Relationship Management, Entrepreneur Magazine, CustomerThink, HR Magazine, Supervisory Management, Sales and Marketing Management, Advanced Management Journal and many others. He has appeared live on CNBC, CNN, ABC, Bloomberg TV, NPR, Voice of America, and Reuters and his work has been featured in the Wall Street Journal, Fortune, USA Today, Inc. Magazine and Business Week.

Chip logs over 100,000 air miles a year working with organizations on creating innovative experiences for customers. Chip empowers organizations to develop a cult-like following which results in dramatic business growth even in challenging economic times. He has served as consultant and/or trainer to such major brands as Ritz-Carlton Hotels, USAA, Universal Orlando, Bank of America, GE, Nissan Infiniti, Microsoft, CVS/Pharmacy, Verizon, Allstate, Eli Lilly, Marriott, Harley-Davidson, Duke Energy, Sears, KPMG, Hertz, Cadillac, Lockheed-Martin and Victoria’s Secret.

On the personal side, He has been married for over forty years to Dr. Nancy Rainey Bell, an attorney and educational consultant. His son is an Atlanta-based commercial real estate specialist and his daughter-in-law is a former middle school teacher. Chip enjoys fishing, boating, entertaining and playing with his three granddaughters, Kaylee, Annabeth and Cassie.