Frost & Sullivan Research Service

Published: 4 May 2009

Comprehensive Executive Briefings - Annual Subscription Service (2009-To Date)   SERVICE HOMEPAGE
TABLE OF CONTENTS ORDERING INFORMATION FURTHER INFORMATION

Table Of Contents

1 | ADVANCED MARKETING RESEARCH

2 | GROWTH STRATEGIES

3 | COMPETITIVE INTELLIGENCE

4 | HEALTHCARE

Medical Devices 2009       1. 30 Take-Aways! Panel Discussion Outsourcing for Innovation and Efficiencies in Today’s Economic Climate - Moderator - Greg Caressi Vice President of Healthcare and Life Sciences Frost & Sullivan       2. A Glimpse into the Hospital of the Future - Speaker - Arjun Rao Senior Consultant Clinical Technology Assessment and Innovation Massachusetts General Hospital       3. Grappling with Compliance - A Real and Critical Industry Challenge - Keynote - Joe DeVivo President Orthopedic Reconstruction Smith & Nephew Inc.       4. Review of the US Reimbursement Landscape and Development of Effective Device Reimbursement Strategies - Moderator - Ronald Podraza Chief Executive Officer Reimbursement Principles Inc.       5. The Climate for Growth in the Medical Devices Industry - Speaker - Shawn Miller Director Market Intelligence Philips       6. The Shift to Wellness and Preventive Care - Speaker - Dr. Brent Pawlecki M.D. MMM Corporate Medical Director Pitney Bowes       7. Your Passport to the Future of Medical Technologies - Speaker - Greg Caressi Vice President Healthcare and Life Sciences Frost & Sullivan

5 | SALES & MARKETING

6 | CUSTOMER CONTACT

Customer Contact 2009, East       1. 30 Take-Aways! New Models for Customer Contact - Moderator - Michele Rowan Vice President Global Performance Management Hilton Reservations and Customer Care Hilton Hotels Corporation       2. A Vision of the Next Generation Contact Center- Speaker- Keith Dawson Principal Analyst Contact Frost & Sullivan       3. Customer Retention Strategy and Proof Points for the Contact Center - Speaker - Brian Popelka Vice President Customer Care Overstock.com       4. Customer Wow! - Speaker - Rob Solomon Senior Vice President Customer Care HSN       5. Developing New Leadership in the Contact Center - Keynote - Lynn Holmgren Vice President & General Manager Consumer Care Whirlpool       6. Luncheon Workshop - Incentivizing Agents on Customer Outcomes - Workshop Leader - Peggy DePaoli Director Business Process Outsourcing (BPO) Americas EDS an HP Company       7. Making Change Happen - Leading for Customer Outcomes - Keynote - Diane Kelley Vice President Contact Center Organization Blue Cross and Blue Shield of Florida       8. Meeting the Unique Challenges of Technical Customer Support Centers - Speaker - John Cushman Vice President AT&T eSales & Service AT&T       9. Proactive Planning for Fundamental Changes in Customer Interaction and Contact - Keynote - Don Peppers Founding Partner Peppers & Rogers Group       10. Proving Your Business Value to the C-Suite - Moderator - Dee Buell Senior Business Consultant MetLife       11. Up-sell Cross-sell - Revenue Generation in the Contact Center - Moderator - Julie Kaufmann Director Customer Service 1-800 Flowers.com Inc.   Customer Contact 2009, Europe       1. Ask the Experts! Panel Discussion - How Will I Tier Customer Care to Enhance Revenue? Allocating Resources by Customer Value and Profitability - Moderator - Jon Stephansen Senior Consultant ICT Practice Europe Israel and Africa Frost & Sullivan       2. How Will I Use the Voice of My Customer to Drive Business Improvements? - Speaker - Steve Cafearo Customer and Technical Services Manager Jaguar & Land Rover       3. Interview with a Leader in Customer Contact Excellence - Speaker - Alex Mead Vice President Customer Service Seatwave       4. What Will Tomorrow’s Consumer’s Expect of Their Global Customer Experience? - Speaker - Jonathan George

7 | WIRELESS TECHNOLOGIES (MOBILIZE) EXECUTIVE BRIEFINGS

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