Past Events

March 14 and 15, 2012

J.D. Power & Associates 2012 Service Excellence Summit – Top Non-Automotive Businesses

Customer Experience Revolution Keynote Presentation and Book Signing with authors Jeofrey Bean and Sean Van Tyne

The Customer Experience Revolution – How Companies like Apple, Amazon, and Starbucks have Changed Business Forever Authors Jeofrey Bean and Sean Van Tyne will share their aggregate view of some of the best customer experience companies and the practices that make them better, different, and more valuable. The people at these companies know that great branding, as well as products and services, are not enough. They purposely identify and deliver extraordinary customer experiences, which work to their advantage.
Invitation only event by J.D Power & Associates

• J.D. Power and Associates

February 27, 2012

World Vision International “Customer Focus” Internet Seminar – Africa and Middle East 12+ Countries

The Customer Experience Revolution – Lessons about efficient and effective customer focus from some of the best experience companies. Opening seminar to World Vision International’s Food Programming and Management Group Learning Week. Custom WebEx seminar hosted out of World Vision International’s Johannesburg, South Africa office with over 12 countries participating from African and Middle Eastern offices.

• World Vision International

February 18, 2012

The Customer Experience Revolution at California State University at Fullerton with authors Jeofrey Bean and Sean Van Tyne

A session seminar at California State University at Fullerton with the authors of one of the certificate course text books

In this special presentation the authors discuss the importance of customer experience and user experience and The Customer Experience Revolution is changing the landscape of business forever. This includes the inspiration for the book, why a company should invest in customer experience, customer experience and user experience Definitions, customer experience best practices, customer experience leadership including examples based on live interviews and research from: Apple iPhone, Netflix, Intuit’s Quicken, and Skinit. The session will include an extended Q&A session followed by a review of customer experience strategy and user experience solution proposals.

• Mihaylo College of Business and Economics

ProductCamp SoCal

When: Saturday, October 15, 2011
Where: Cal State Fullerton’s Mihaylo College of Business and Economics

What is ProductCamp?

ProductCamp is the premier grass roots exchange of ideas and solutions for professionals involved in the Brand Creation and Management, Product Development, Service Development, Product Management and Marketing. The networking is great too!

This will be the third ProductCamp SoCal. If this one is like the first two, it will be a great forum for practical solutions to many of the brand, product development, product management and marketing issues that need to be addressed.

Many people have expressed their concerns about the gap in availability of practical product development / product management events (pragmatic solutions to challenges and innovation!). ProductCamp fills that gap. If you are interested in improving your ability to conceive, build, manage, and market brands or products, ProductCamp SoCal is for you, and it is free!

What is the Format?

Each of several 45 minute sessions held throughout the day are ideally a split 50% / 50% with new information and discussions, a great blend of presentations, ideas and group exchanges!

Why is it called an un-conference?

Because the sponsors of the event (check them out, they are great ones!) do not fill the speaking / discussion sessions. The morning of the event, the proposed topics, are posted for voting but the attendees. Only the top 25 – 30 topics get presented. No one knows what the final set of topics will be until the voting takes place.

What topics subjects can you look forward to voting on?

• Ask, Watch and Listen: How to define the best customer experience by Sean Van Tyne
• Making customer connections in a social media world by Linda Cade
• Opening doors through personal branding by Jack Bicer (father of Uninstall)
• The Future of Product Management by Paul Young
• Starbucks, social media and customer experience renewal from the upcoming book ‘The Customer Experience Revolution’ by Jeofrey Bean and Sean Van Tyne, www.CXRevolution.com

• View More Topics at ProductCamp
• View More Info About ProductCamp
• Download Event Information

Customer Journey Maps and Your Experience Strategy — Panel Session

When: Thursday, July 14, 2011
Where: INTUIT

Customer Journey Mapping offers tremendous strategic insight with a valuable outside-in perspective. They can identify critical parts of your customer’s experience, including satisfaction, pain points, gaps and disconnects in service, emotional responses, and brand impact.

If you think you can exclude customer’s experiences from your business strategy – think again! To be competitive today, you need to know how your customers interact with your services, processes, products, people, and company. And, this knowledge must be straightforward to communicate as well as easy to for all to understand. You can get there using Customer Experience Journey Maps!

You Got Them to Your Site, but Then What? Live Reviews by a Panel of Usability Experts

When: Wednesday, June 15th, 2011
Where: Irvine, CA

It is surprising to find out about what both web designers and marketers often miss, which are key ingredients of what your audience can see and not see on the website. This can make or break your website. TechBiz Connection has assembled a world-class panel of usability experts to review and critique your websites LIVE. Our panel will provide fair and honest feedback so that you can start improving your website immediately.

Innovating the Customer and User Experience to Your Advantage

When: May 14, 2011
Where: PMI 8th Annual Conference

Apple, NetFlix and Flip Video do it on purpose, why not you? A few extraordinary companies have proven there is a new frontier with new revenues, profits and customer advocates. Why now and how do they do it? Why should you care? What steps and processes can you use today to get there?

Exceptional companies, large and small, have proven there is a new frontier that excels over features and price. They go beyond typical product, technology and project development and delivery. They make the case for purposely developing and delivering customer and user experiences that create new markets or segments. These companies benefit from the new revenues and customer advocates they create. They have the expertise to create customer and user experiences that attract, retain and sustain customers like no others.

Please join Jeofrey Bean for a dynamic and engaging session with real world examples of why and how purposely developing and delivering extraordinary customer experiences is smart, profitable and practical. The session includes a pragmatic process you can start to implement when you get back from the conference.

Profitability by Customer Experience: Orange County Product Managers Panel Session

“Profitability by Customer Experience: Lessons about Different and Better from the Best”

When: March 30, 2011
Where: JT Schmid’s at The District in Tustin, CA

Join us for this engaging panel session about the companies, people and products that have made themselves different, better and more profitable than their competition. These companies have done this by rising above industry and customer expectations. They break away from the slippery slope of competing solely on features and price. These companies’ have the insight to develop and deliver extraordinary and profitable customer experiences.

Panelists Jeofrey Bean, Joely Gardner, PhD. and Sean Van Tyne are experts in working with senior executives, product developers, product managers and business owners in discovering customer desires, developing and delivering the experiences people will have with a company’s processes, products, people or services. They will be sharing with you the stories of real companies, large and small, and the successes and lessons learned in the development and delivery of extraordinary customer experiences. This engaging session will then be open for discussion and your questions.

University of California San Diego’s Cognitive Science Conference 2010

When: January 16th, 2010
Where: UCSD Cognitive Science Buildings

I am pleased to be a guest on the Professional Panel at the UCSD CSSA’s Cognitive Science Conference January 16th, 2010.

Since I was introduced to the idea of cognitive mapping as an undergrad student in psychology and marketing many years ago, where an individual’s specific way of taking in information was measured and mapped, I have been interested in the differences in how people take in information and how that information needs to be presented for maximum effectiveness. The outcome of this understanding can be used in many areas, beyond the lab or universities, such as product and service development and go to market decisions.

ProductCamp SoCal

When: Saturday,November 6, 2010
Where: State Fullerton’s Mihaylo College of Business

ProductCamp is the premier grass roots exchange of ideas and solutions for professionals involved in the Brand Creation and Management, Product Development, Service Development, Product Management and Marketing. The networking is great too!

This will be the second ProductCamp SoCal. If the first one was any indicator, it will be a great forum for practical solutions to many of the brand, product development, product management and marketing issues that need to be addressed.

Many people have expressed their concerns about the gap in availability of practical product development / product management forums (pragmatic solutions to challenges and effective innovation!). ProductCamp fills that gap. If you are interested in improving your ability to conceive, build, manage, and market brands or products, ProductCamp SoCal is for you, and it is free!

Customer Experience and Emotional Design Expert Panel Session

When: Wednesday, June 02, 2010
Where: INTUIT

Purposefully creating emotionally satisfying customer experiences has given a marketplace and revenue advantage to a distinguished group of highly admired and profitable companies. How can you get your company there with emotionally effective product designs that make your offers better? How can you make product user experiences pleasurable while reaching your market share and revenue objectives? Join us for this engaging session with three experts!

Customer Insights — The Road Less Traveled and the Product Management Educational Conference PMEC

When: May 24th and 25th, 2010
Where: Fairmont Hotel, San Jose, CA

I am pleased to be a featured speaker at the Product Management Educational Conference joining Gavin Johnston at Two West, Inc., Jon Hanley from Procter & Gamble and Dr. Joely Gardner at Human Factors Research. The conference focuses on putting customers at the center of innovating new products and services to assure customer acceptance and revenue generation.

Because of the economy, this is a very important time for organizations to continue to be relevant and innovate yet reduce the uncertainty of customer acceptance of their new products or services and creating revenue.