For questions on the facility, accommodations, etc. please contact:

Stephanie Haina
Phone: (805) 418-8607
Fax: (805) 418-8566


For questions about invitations and the agenda, please contact:

Julia Levy
Phone: (203-218-1750)
Julia.Levy @jdpa.com


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The J.D. Power Customer Satisfaction Roundtable is now the Service Excellence Summit!

Welcome to the New Norm of consumer products and service

Now more than ever, volatility, uncertainty, and ambiguity are a part of daily life. Combining these dynamics with ever-more empowered consumers creates an unprecedented business environment that we all must compete in—the “New Norm.”

While service excellence, satisfaction, and customer commitment are more important than ever, understanding what to do and when to do it has become increasingly challenging. Product, people, presentation, process, place, and price—once distinct and readily tuned elements of the sales and service mix—have blended together in consumers’ minds, blurring traditional segment and behavioral markers.

With more than 40 years of industry expertise, J.D. Power brings you some of the best thinking, vision, and leadership to help you pave the way for your company to link the human realities of today’s market with business strategy and profit.

Join us as we drill down into the implications of the rapidly evolving consumer New Norm. You will learn how the highest performers in customer service excellence are addressing the challenge of managing people, channel, and product in these chaotic and exciting times.

The 2012 Service Excellence Summit will offer attendees:

  • Keynote presentations and panel discussions delivered by today’s product and service leaders
  • Customer service best practices straight from the companies that are employing them
  • Both industry-specific and cross-industry sessions that will dive deep into key leadership challenges
  • Opportunities to network with customer service champions, thought leaders, colleagues, and more
This is THE customer service event you can't afford to miss.


Featured Speaker

Bob Johansen

Bob Johansen
IFTF Distinguished Fellow
Institute for the Future

Bob has served as President and Board Member and is now Advisor for the Institute for the Future (IFTF) since 1996. He works interactively with top leaders across a wide range of business, government and nonprofit organizations. He is a 10-year forecaster who has outlived his forecasts more than three times over. For Mr. Johansen, a 10-year forecast is a story from the future that provokes insight in the present.

Mr. Johansen is a frequent keynote speaker for large groups and is keenly interested in small workshops with creative teams. His latest book, Leaders Make the Future: Ten New Leadership Skills for an Uncertain World, published by Berrett-Koehler, is moving into a second edition, and will include contributions by the Center for Creative Leadership. He works with top teams and rising leaders from a wide range of corporations, including Procter & Gamble; Tesco; Old Navy; Hallmark; Campbell Soup Company; Disney; Carnival Cruise Lines; Intel Corporation; Fairmont Hotels & Resorts; Givaudan; Syngenta; Johnson & Johnson; and McDonald’s. A wide range of major universities, nonprofits and churches also use his books.

Mr. Johansen’s best-selling book, Get There Early: Sensing the Future to Compete in the Present, was selected as one of the top business books of 2007. He is the author, co-author or editor of six previous books, including Upsizing the Individual in the Downsized Organization; GlobalWork:Bridging Distance, Culture and Time; Leading Business Teams: How Teams Can Use Technology and Group Process Tools to Enhance Performance; Groupware: Computer Support for Business Teams; Teleconferencing and Beyond; and Electronic Meetings.

Mr. Johansen is trained as a social scientist, with experience at the edges of multiple disciplines. He earned a bachelor’s degree from the University of Illinois, which he attended on a varsity basketball scholarship, and a Ph.D. from Northwestern University. He also has an M.Div. degree from Crozer Theological Seminary, where he studied comparative religions.


Who Should Attend

If you lead the development or implementation of client strategies in the following industries and functional areas, you should plan to join us for this event.


Insurance; healthcare; automotive finance; mortgage; investment; retail banking; credit card; small business banking; consumer packaged goods; government; electronics; entertainment; hotel; travel; telecom; utility; real estate; and home improvement

Functional areas:

  • Customer service
  • Marketing
  • Sales
  • Operations
  • Contact center operations