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Program outline (agenda)

Agenda – Day I – October 17, 2008

• 09:30 – 09:35 Introduction of Custommerce & agenda

• 09:35 – 09:40 Formal inauguration of Custommerce India Chapter 5

• 09:40 – 09:50 Welcome Address
  K Balakrishnan, MD & CEO, Servion Global Solutions

• 09:50 – 10:10 Custommerce Movement Progress
  Dr. M. B. Athreya, Mentor – Custommerce

• 10:10 – 10:45 Fire track
  Emulating the intensity of fire to forge strong bonds with customers
  Geet Sethi – 8 times world billiards champion

• 10:45 – 11:00 Tea break

• 11:00 – 11:45 Track intervention – 1
  Shiva Subramaniam – Master trainer of Edward de Bono’s Six Thinking Hats® and Lateral Thinking™

• 11:45 – 12:30 Sky track
  Creating an open, and accessible culture for all customer interaction / service needs of your customers
  Sunny Rao, MD – India & South-East Asia operations of Nuance

• 12:30 – 13:15 Track intervention – 2
  Shiva Subramaniam – Master trainer of Edward de Bono’s Six Thinking Hats® and Lateral Thinking™

• 13:15 – 13:30 Custommerce going forward
  Ramesh Venkateswaran, Vice Chair, Custommerce
  

• 13:30 – 14:15 Lunch

• 14:15 – 14:45 Going back to basics – outdoor activity

• 14:45 – 15:30 Earth track
  Providing an earth like, sustained, constant, foundation to customer service initiatives
  C. K. Venkataraman, COO Titan Jewellery, driving the Customer First program in the jewellery business

• 15:30 – 16:15 Track intervention – 3
  Shiva Subramaniam – Master trainer of Edward de Bono’s Six Thinking Hats® and Lateral Thinking™

• 16:15 – 16:30 Tea break

• 16:30 – 17:30 Group presentations - participants
  

• 19:30 onwards Nritya Sangamam – Traditional Kerala evening

Agenda – Day II

• 09:00 – 09:15 Summary of Day 1 learnings
  R. Muralidharan, Board member – Custommerce

• 09:15 – 10:00 Air track
  Building the all pervasive customer centricity DNA throughout the organization
  V. K. Madhav Mohan, Management Mentor

• 10:00 – 10:45 Track intervention – 4
  Shiva Subramaniam – Master trainer of Edward de Bono’s Six Thinking Hats® and Lateral Thinking™

• 10:45 – 11:00 Tea break

• 11:00 – 11:45 Water track
  Bringing innovation, fluidity and flexibility of water to redefine boundaries and processes that limit customer centricity
  M. Mahadevan, Indian entrepreneur and Dubai based restaurateur who has taken a restaurant brand global

• 11:45 – 12:30 Track intervention – 5
  Shiva Subramaniam – Master trainer of Edward de Bono’s Six Thinking Hats® and Lateral Thinking™

• 12:30 – 13:15 Panel discussion: Innovation and its importance in delivering a good customer experience - Custommerce Board

• 13:15 – 13:30 Concluding remarks
  Ramesh Venkateswaran – Vice-Chair, Custommerce Board

• 13:30 – 14:30 Lunch & departure
  

© 2008 Servion Global Solutions

Custommerce e-mail: opinions@custommerce.org