BOSTON, MA--(Marketwire - Sep 7, 2011) - Aberdeen Group, a Harte-Hanks Company (NYSE: HHS), today announced the keynote speaker and presenter lineup for The 2011 Chief Service Officer Summit: Building Service Champions across the Organization, taking place October 12 - 13 at the Seaport World Trade Center in Boston. The event will investigate the strategies leveraged at Best-in-Class organizations to enable the development of service champions across all functional disciplines, with the goal of delivering exemplary service and support to customers.

The opening keynote address, "Straight from the Top: C-level Executives as Service Champions" will be delivered by John Jacobs, Chief Creative Optimist -- and co-founder -- of The Life is good Company. A $100 million privately held business based in Boston, Life is good® "spreads positive vibes with its colorful collection of apparel and accessories." The company's iconic hero with the contagious smile, Jake, teaches men, women and children that optimism is fun, healthy, and empowering. Believing that consumers are already subjected to too much "noise" in the marketplace, Life is good attributes 100% of its growth to consumer word-of-mouth marketing.

"In today's economy, customers drive the business agenda," according to Sumair Dutta, Senior Research Analyst for Aberdeen Group's Service Management practice. "This is even more relevant today because, with the advent of the Internet and social media, customers have a stronger voice than any time in history. The presenters at this summit are industry leaders because they understand that the delivery of best-in-class customer service needs to be a priority for everyone within the enterprise, and not just for the customer service organization."

Presentation and session topics include: "Driving Shareholder Value with Service Champions," "From Logistics to Service Champions," "A Service-Oriented IT Leader," "The Outsourced Field Service Workforce: Weighing the Pros and Cons," "No Longer the Last Pick: Championing Customer Service," "Champions on a Global Scale: Innovative Partner Enablement Strategies to Drive the Service Mission" and others featuring C-level and VP-level executives.

Summit presenters include:

  • Scott Fiore, VP, Global Operations, Akibia Inc.
  • Steve Church, SVP, Chief Business Development and Process Officer, Avnet, Inc.
  • Bob Weis VP, Customer Service and Quality, Barnes and Noble
  • Douglas Schmitt, VP, Global Support Services, Dell
  • Ron Hyland, VP, Information Technology, DIRECTV
  • Bob Kelleher, Founder and CEO, The Employee Engagement Group
  • Kurt A. Bradtmueller, Director, Parts, Heidelberg USA
  • Dave Dora, Member, Board of Directors, Former EVP, Corporate Operations and COO, Kawasaki USA
  • Alan McNab, VP, Customer Advocacy, NCR Corporation
  • Michael Strobel, Director of Customer Care, RecycleBank
  • David Hare, VP, Enterprise Support Services, Symantec Corporation (keynote)
  • Mark D. Knight, President, VP, GM, Parts and Services, Barko Hydraulics LLC / Pettibone Traverse Lift LLC, Tiffin Parts LLC
  • JT Hwang, CIO, Vivint, Inc.
  • Kathy Nelson, GM, VP, Appliance and Customer Care, Whirlpool, Corp.

To view the full 2011 Chief Service Officer Summit agenda, visit

2011 Chief Service Officer Summit sponsors include PTC, ClickSoftware, FedEx SupplyChain, FieldSolutions; OnForce; Oracle, Retriever Communications, SERVICEPower, TOA Technologies, and Viryanet. Summit partners include SupplyChainBrain, Warranty Week and SM365.

To apply for complimentary registration, visit Summit registration is complimentary for qualified end user executives and qualified members of the press. Vendors, service providers and consultants are not eligible to attend, except as Summit sponsors.

For information regarding remaining Aberdeen Summit sponsorship opportunities, please contact Amy Mclellan, Summit Sales Manager, 617.854.5268.

About Aberdeen Group, a Harte-Hanks Company
Aberdeen provides fact-based research and market intelligence that delivers demonstrable results. Having queried more than 30,000 companies in the past two years, Aberdeen is positioned to educate users to action: driving market awareness, creating demand, enabling sales, and delivering meaningful return-on-investment analysis. As the trusted advisor to the global technology markets, corporations turn to Aberdeen for insights that drive decisions.

As a Harte-Hanks Company, Aberdeen plays a key role of putting content in context for the global direct and targeted marketing company. Aberdeen's analytical and independent view of the "customer optimization" process of Harte-Hanks (Information - Opportunity - Insight - Engagement - Interaction) extends the client value and accentuates the strategic role Harte-Hanks brings to the market. For additional information, visit Aberdeen or call (617) 854-5200, or to learn more about Harte-Hanks, call (800) 456-9748.

(C) 2011 Aberdeen Group, Inc., a Harte-Hanks Company
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