Council Meetings
Chief Customer Officer Council February Meeting
Meeting Theme
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The theme for this meeting is, “Igniting the Spark of Customer Centricity.” How do we ignite the spark of customer centricity and motivate organizations to act in our customer’s best interest? This effort to create a customer-centric culture is one of the most important of CCO goals, second only to driving more profitable customer behavior, and a strong factor in being able to deliver against the first goal. During our first Summit meeting last year, this issue was perhaps of the greatest interest but unfortunately it received the least attention.
Motivation is not simple; it must occur at multiple levels. To be successful, you may need to motivate your CEO and your Board. What role should you be playing in driving strategic alignment from the top down? You also need to effectively motivate your peers on the executive committee. One CCO told me how he creatively turned his greatest detractor, the CIO, into his staunchest ally overnight as he found the key to motivation that made the greatest difference. How can you create a shared sense of purpose rather than fighting turf wars at customers’ expense? Finally and most importantly, you need to motivate employees so they take pride in their work and delight in serving customers. How can you help each employee take ownership of customer loyalty, regardless of their role?
During this series of workshops and discussions, you will hear from renowned experts from Bates Communications, advisors to CEOs of Fortune-ranked companies such as Dow Chemical (#38), VF Outdoor (#335), Fidelity, and numerous others. In addition, you’ll learn what has worked for Jeb Dasteel, CCO of Oracle and recipient of the 2009 CCO of the Year award.
During this intense meeting, you will have the opportunity to share success stories and most importantly, learn potential solutions to your immediate issues. You’ll walk away with a collection of new ideas, proven strategies, and a handful of best practices that will help ensure your success and increase your value to your organization, your CEO, and your customers.
Day One: Wednesday, February 10, 2010
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- 11:00 am
Lunch and Networking
Oracle Customer Visitor Center, Building 600
- 11:45 am
Welcome and Opening Remarks
Presented by: Curtis N. Bingham
- 12:15 pm
Creating the Customer Culture at Oracle
Jeb will share how he has been successful in motivating Oracle at all levels, and particularly how he has begun to use Oracle's aggressive culture against itself to help everyone compete to become more customer-centric. Jeb will tell us how he’s managed to get his peers on board to eliminate turf wars or protective custody battles over customer ownership. Especially valuable, Jeb will tell us how he has created an environment where it is ok to experiment and fail, enabling significant customer breakthroughs.
Points for discussion:
- Who provides your greatest obstacles to acting in your customers’ best interest?
- What is the impact of their resistance on the organization and your customers
- Is there one cultural theme that you could use to motivate people to change?
- What happens to your customers if your employees are afraid to fail?
- How do you make it safe for people to experiment?
Presented by: Jeb Dasteel | Oracle | 2009 CCO of the Year
- 1:45 pm
Customer Strategy Critique
As one of the newest members of the CCO Council, Patricia is going to share highlights from her customer strategy for the upcoming year. Council members will critique the strategy and offer their insights, corrections, and recommendations based on their years of experience. By so doing, we not only rapidly bring a new member aboard, but we also have the chance to dive deeply into strategies, sharing experiences and learning best practices that we can all apply immediately, regardless of our tenure in our role.
Presented by: Patricia Lughezzanni & Barb Stinnett | SumTotal Systems
- 2:30 pm
Break
- 2:45 pm
Special CCO Program Development
For over 20 years, Disney Institute has offered over a million alumni the opportunity to benchmark the philosophies of The Walt Disney Company. As a special bonus, the CCO Council & the Disney Institute are co-developing a program uniquely tailored to your needs as a CCO that will be delivered at the Fall CCO Summit. This program will help you not only create a spectacular customer experience, but also develop and lead a phenomenal customer-centric culture. During this session you’ll learn of the programs, approaches, skills, and practices that have helped make Disney an international standard in motivating employees to deliver an exceptional customer experience. You’ll work with a Disney representative and your peers to develop an in-depth course that exactly meets your needs.
Points of Discussion:
- What elements of Disney Institute Programs are you most interested in?
Presented by: Rob Morton | Disney Institute
- 4:00 pm
Igniting the Spark: Practical Tools to Creating a Firestorm of Customer Centricity
In your role as CCO, you need to ignite the spark of customer centricity, fan the flames of a customer-centric culture. How do you get the organization’s attention? How do you get everyone onboard? How do you keep them energized and focused—at all levels?
To do this successfully, you must be able to persuade, influence, and motivate all levels within the organization, from corporate leadership to the back office, and through to the front-line. In this interactive session, Craig Bentley of Bates Communications will introduce a few simple tools and techniques that will help you:
- Discover that spark that gives the organization purpose around customers
- Learn tools to accelerate the spark by connecting with your senior management peers and others in the organization
- Be certain that your most important messages are being heard
- Fan the flames by motivating your most important audiences to get the commitment and resources that you need to be successful
Presented by: Craig Bentley | Bates Communication
- 5:30 pm
Adjourn
- 5:45 pm
Shuttle to Hotel Sofitel
- 6:45 pm
Reception & Dinner
Hotel Sofitel: Bay 223 Restaurant Dining Room
Day Two: Thursday, February 11, 2010
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- 7:30 pm
Breakfast
Oracle Customer Visitor Center, Building 600
- 8:00 am
Opening Remarks
Presented by: Curtis N. Bingham
- 8:30 am
CCO Council Updates
Presented by: Curtis N. Bingham
- 9:00 am
Overcoming Your Greatest Challenges
What is keeping you from being as successful as you desire? What would you most like to change about your role, your organization, your company, or even your customers? Come prepared to share the details of one or two critical issues and learn from your peers who’ve “been there, done that” and can tell you from experience exactly how they overcame similar problems—and the pitfalls to avoid. Brainstorm unique and innovative solutions with your peers that will help you turn these challenges into your next opportunity.
Points for discussion:
- What (or whom) is hampering your efforts to drive results for your customers?
- What strategy have you been wishing you could get input on?
- What frustrates you the most—that you don’t feel like you can share with your peers?
- If you could change one thing about your job, responsibilities, accountabilities, etc., what would it be?
- 11:00 am
Break
- 11:15 am
Trends, Key Learnings and Best Practices
Brainstorm trends, review key learnings, and identify best practices from the event.
Presented by: Curtis N. Bingham
- 11:45 am
Closing Remarks: Where do we go next?
Presented by: Curtis N. Bingham
- 12:00 pm
Adjourn & Luncheon
Oracle Customer Visitor Center, Building 600
Shuttle back to Sofitel after lunch
Travel Information:
MEETING LOCATION:
Oracle Headquarters
Customer Visit Center (CVC)
500 Oracle Parkway
Redwood Shores, CA 94065
ROOM 206
CVC Main Reception: 650-506-4222
Note: Attendees need to sign-in and be escorted to the meeting room from the Lobby
For driving directions, please call: 1.650.506.0024
HOTEL:
The Sofitel San Francisco Bay is the closest hotel to the meeting location. Sofitel offers a special rate to Oracle visitors, but you must request it when making your reservation.
There is shuttle service from San Francisco airport to Sofitel, and shuttle service is also provided to and from Oracle Headquarters.
HOTEL DETAILS:
SOFITEL San Francisco Bay
223 Twin Dolphin Drive
94065 REDWOOD CITY, CA
Telephone: (1) 650/598-9000
Fax: (1) 650/598-0459
Email: [email protected]
To find more information about the hotel (description, driving directions, map...),
please visit the hotel’s website:
http://www.accorhotels.com/lien_externe.svlt?goto=FH&code_hotel=0922