Monday, April 20; 8:30 am
The Compelling Economics of Enterprise Engagement
Don Peppers, Peppers & Rogers Group

In today's volatile economic marketplace and in tomorrow's future, the competitive edge goes to companies that not only create a community of excellence, but those who deliver a superior customer experience around their brands, forging the loyalty of both employees and customers.

Research proves that organizations which make the connection between employee engagement and customer loyalty see better financial results over time. These are the companies that significantly outperform those that don’t. The business enterprises who capitalize on this internal and external connection are the "branded" worldwide firms that everyone looks up to: Apple, Disney, FedEx, Ritz Carlton, and USAA. Loyal customers of such firms are willing to spend more, buy more, and refer their family and friends.

Engaged employees help keep your most valued customers, and they significantly lower recruitment and retention costs by voluntarily performing as enthusiastic brand ambassadors. For most companies, and especially those with high customer-touch points, your people are the brand. They are the antibodies to your company’s ability to withstand the fluctuations of an uncertain economy!

In his keynote presentation, acclaimed author, global strategist, and acknowledged thought leader Don Peppers will address:

• Why taking the "long view" of your business can often mean giving up current profits, while still delivering better economics, over all.
• How to see technology "through the right end of the telescope".
• Where Web 2.0 applications have undermined your corporate hierarchy, making it virtually impossible to rely on past rules and standard operating procedures to manage your brand.
• How to break down hardened silos by engaging and enabling your employees to become a "self organizing" force for your brand.
• How technology can help you engage, motivate, and empower your organization, producing economic gain for all constituents.

About Don Peppers

Recognized for well over a decade as one of the leading authorities on customer-focused relationship management strategies, Don Peppers is an acclaimed author and a founding partner of Peppers & Rogers Group, the world’s premier customer-centered consultancy. Don’s vision, perspective, and careful analysis of global business practices has earned him significant citations attesting to his thought leadership by internationally recognized entities such as: The Times of London, the United Kingdom’s Chartered Institute for Marketing, Business 2.0 Magazine, and the World Technology Network.

His compelling, clear, and concise way of articulating his insights places Don in high demand as both a speaker and a management advisor. He is regularly sought by Fortune 500 executives wanting to capitalize on and retain their most valuable customers, and to improve customer satisfaction, ROI and ROC. With co-author Martha Rogers, PhD, Don has produced a legacy of international best-sellers that have collectively sold well over a million copies in 18 languages. Peppers’ and Rogers’ latest thinking is embodied in their newest book, Rules to Break, Laws to Follow, published this year, and named as the inaugural title to Microsoft’s "Executive Leadership Series" (www.rulesandlaws.com).

He capped his legendary career as a Madison Avenue rainmaker as the CEO of Perkins/Butler Direct Marketing. Prior to advertising, he worked as an economist in the oil business, and as the director of accounting for a regional airline. Don holds a Bachelor's Degree in astronautical engineering from the U.S. Air Force Academy, and a Master's Degree in public affairs from Princeton University's Woodrow Wilson School.

Tuesday, April 21; 9:00 am
Imperatives of Leadership--2010-2020
Frances Hesselbein, Leader to Leader Institute (formerly the Peter F. Drucker Foundation)

Leaders in many societies, certainly in the United States, across all three sectors (public, private, and nonprofit) are finding the old answers do not fit the new questions. And, across the sectors, it is common questions, common challenges, and a call for principled leadership.

Leading change in our own country, and countries around the world, calls for effective, ethical leaders at every level of every enterprise: not a leader, not the leader, but many leaders dispersing the responsibilities of leadership across the organization. Our times call for leaders with a moral compass that works full time, leaders who are healers and unifiers, who embody the mission and live the values, who keep the faith.

We have been talking about the power of mission, values, change, diversity, inclusion, and collaboration. I define leadership as--"leadership is a matter of how to be, not how to do."

You and I spend most of our lives learning how to do and teaching others how to do, yet we know it is the quality and character of the leader that determines the performance, the results.

About Frances Hesselbein

Frances Hesselbein is the Chairman of the Board of Governors of the Leader to Leader Institute (formerly the Peter F. Drucker Foundation for Nonprofit Management) and its Founding President. Mrs. Hesselbein was awarded the Presidential Medal of Freedom, the United States of America’s highest civilian honor, in 1998. The award recognized her leadership as Chief Executive Officer of Girl Scouts of the U.S.A. from 1976-1990, her role as the Founding President of the Drucker Foundation, and her service as "a pioneer for women, diversity and inclusion." Her contributions were also recognized by former President Bush, who appointed her to two Presidential Commissions on National and Community Service.

Frances is Editor-in-Chief of the award-winning quarterly journal Leader to Leader, and a co-editor of a book of the same name. She also is a co-editor of the Drucker Foundation’s three-volume Future Series and Leading Beyond the Walls, and Leading for Innovation, Organizing for Results, the first two books in the Foundation’s Wisdom to Action Series. She is co-editor with Dr. Marshall Goldsmith, The Leader of the Future 2: Visions, Strategies, and Practices for the New Era published in 2006. She is the author of Hesselbein on Leadership and Be, Know, Do: Leadership the Army Way, introduced by General Eric K. Shinseki and Frances Hesselbein was published in February of 2004. She is the co-editor of 24 books in 28 languages.