The 2008 Symposium will feature new Industry Learning Labs organized around six different industries. These Labs will address a range of timely, relevant business topics. Discover the benefits of networking with your industry peers through these Industry Learning Lab sessions. Or just learn about what other industries are doing on specific issues. The Industry Learning Labs will include Subject Matter Experts (SMEs) as presenters followed by in-depth discussions with a group facilitator.
Pharmaceutical/Healthcare
The Art and Science of Detecting and Handling Adverse Events
Like many other regulated industries, the Pharmaceutical/ Healthcare industry integrates regulatory guidelines and requirements to all levels of the organization. We take Adverse Event (AE) tracking very seriously and build rigorous process and technology solutions to ensure thorough and accurate capture. This Industry Learning Lab will offer a two-part high level overview of the AE tracking process within the Pharmaceutical/Healthcare Industry. The session will discuss AE tracking in terms of the “Art and the Science”. The intended audience will be those industry-related consumer affairs professionals wishing to gain deeper insight into this process as well as other customer care professionals wishing to receive a view into how Pharmaceutical/Healthcare captures, tracks, reports and uses this information.
SPEAKERS:
• Jennifer Wolfgram MT (ASCP) — Director, U.S. Regulatory
Compliance & Quality, Roche Diagnostics Corporation
• Heide Cunning — Director, Safety Operations,
Ortho-McNeil Janssen Scientific Affairs, LLC
Food & Beverage
Frequent Callers: Are They Problems or Just Loyal Consumers?
Effectively dealing with frequent callers about a food or beverage product can be a complex and ongoing issue for many companies. This Food & Beverage Industry Learning Lab session will focus on the frequent caller and explore the differences between a loyal and problem consumer. Specifically, the two-part session will address ways to effectively handle both types of customers and the legal aspects of dealing with a difficult consumer. This session will also address the signs of a problem consumer, ways to distinguish a loyal consumer from a problem, training tips for call center representatives and useful strategies for communicating with problem consumers. Session attendees will learn how to identify the major signs of fraud from problem consumers and the legal implications of this process.
SPEAKERS:
• Jan Foster — Manager, Consumer Services,
General Mills
• Carmen Caccavale — Director, Consumer Relations,
Cadbury Schweppes
• Cindy Fritton — Manager, Consumer Affairs,
ConAgra Foods
• Hal Stinchfield — CEO/Founder,
Promotional Marketing Insights
• Melanie Neumann — VP, Crisis Management Svcs,
RQA Inc.
Consumer Products
Building Consumer Confidence in Ingredient Sourcing
For many companies, building consumer trust and confidence in products is more than just a catchy marketing phrase. Today’s savvy consumers not only want to know the benefits of the product they buy, but they also care about the source of ingredients within that product. As a result of growing consumer concerns and expectations, consumer products companies must go the extra mile to reassure their customers that product ingredients are safe and healthy. In this Industry Learning Lab, you will hear from different consumer products companies about ways that they build consumer confidence in their products. Additionally, this session will examine the complexities of ingredient sourcing and offer insights on ways to reassure consumers.
Speakers:
• Sheila Sullivan — Director, Consumer Affairs,
Coty Inc.
• Henry Chin — Senior Director, Scientific and Regulatory Affairs
Coca-Cola
• Linda Pell — Senior Director, Worldwide
Consumer Affairs
Kellogg Company
• Jerry Mithen — Vice President, Manufacturing Services
RQA, Inc.
Travel/Hospitality
Impact of the Passengers’ Bill of Rights
In 2006, consumer outcry for a passengers’ Bill of Rights took center stage after several flights across the U.S. were grounded on airport tarmacs for up to six hours or more during winter storms. Since that time, airlines and other travel companies have been trying to figure out ways to better serve their customers. Jet Blue Airways even created a Customer Bill of Rights to reassure its customers about the company’s commitment to customer safety and security. In 2007, the state of New York passed its own Passenger Bill of Rights, which was recently struck down in federal court. This industry lab session will address the issue of the Passengers’ Bill of Rights and the implications for the travel/hospitality industry. The session will also examine training and governance implications for the airlines and the potential impact of the Passengers’ Bill of Rights on other industries.
SPEAKERS:
• Scott Besselievre — Director of Customer Commitment,
JetBlue Airways
• Stephen Sedlak — Director, Customer Relations,
Orbitz Worldwide
• Angela Blevins — Vice President, Owner Relations,
Bluegreen Corporation
• Anne Munoz — Director, Customer Care,
Continental Airlines
• Randy Smith — Vice President, Distribution and Sales,
Midwest Airlines
• Helen Horsham-Bertels — Senior Director, Consumer Affairs,
Starwood Hotels & Resorts Worldwide, Inc.
Retail/Apparel
It Isn't Easy Being Green—Or Is It?
Green isn't just the turf of hard core environmentalists any more. It's sprouting everywhere. People from all walks of life are going green, thinking green—and buying green. Green, sustainable environmental initiatives are also capturing headlines with increasing numbers of retailers providing more eco-friendly products. Most importantly, the green issue is important to consumers. Are we ready to persuade them that it's important to us, too? No matter how green your company is (or isn't, for that matter), now is the time for you to start growing green. Come pick the brains of industry peers at this Industry Learning Lab. Some of them are right where you are; others are ahead, while still others are behind. And that's what guarantees that there's a perfect place for you. Don't let the grass grow under your feet. Learn how being green and going green can work for your company.
SPEAKERS:
• Iasha Rivers — Manager, Consumer Affairs,
Macy's, Inc.
• Amanda Cattermole — Technical Director, Global Innovation
Group,
Levi Strauss
