SOURCE: Aberdeen Group

Aberdeen Group

June 21, 2011 10:00 ET

Aberdeen Group Announces 2011 CSO Summit: Building Service Champions Across the Organization

October 12 - 13, 2011 at the Seaport World Trade Center, Boston

BOSTON, MA--(Marketwire - Jun 21, 2011) - Aberdeen Group, a Harte-Hanks Company (NYSE: HHS), today announced the dates, location, theme, and preliminary session titles for its 6th Annual Chief Service Officer (CSO) Summit.

Taking place October 12 - 13, 2011 at the Seaport World Trade Center in Boston, the summit theme is "Building Service Champions across the Organization." The event will examine how Best-in-Class enterprises differentiate themselves through product offerings and service quality provided to customers, integrating service with sales, marketing, network partners, prospects, human resources and product development.

Hosted by Sumair Dutta, Senior Research Analyst for Aberdeen Group's Service Management practice, and the service management research team, session titles include:

Day 1
"Straight from the Top -- The Champion CSO"
highlighting how business leaders can build the level of communication, collaboration, and engagement required to develop service champions throughout an organization.

"From Logistics to Service Champions" examines how Dell leveraged supply chain efficiency lessons, applying them to overall service operations.

"I'm a CFO and a Service Champion" presents best practices in establishing a successful CFO-CSO relationship.

"A Service-Oriented IT Leader" presents business leader viewpoints supporting the premise that service success depends on the existence of a technology leader who can collaborate with their service counterparts.

"Preparing your Service Team to Support New Business Channels and Challenges" features Barnes & Noble executives sharing the steps taken by its service and support organization to replicate its in-store experience on all purchase and service channels.

"No Longer the Last Pick -- Championing Customer Service" featuring Dave McGillivray, Chairman of DMSE Sports, organizer of the Boston Marathon, sharing his thoughts and experiences on successful service strategies.

Day 2
"From Champions to Visionaries -- Meeting Evolving Customer Needs, What's Next for Service"
will look into the ever-evolving role of service and support, and how to continue to deliver value to customers.

"Building a Champion Team -- From Hiring to Retention" focuses on best practices for developing the right service workforce and the changing skill sets the job requires.

"Champions on a Global Scale -- Innovative Partner Enablement Strategies to Drive the Service Mission" features Dave Dora from Kawasaki Motors presenting innovative strategies to drive the engagement with Kawasaki's partner network, and the impact of these strategies on the customer experience.

"Champions on a Global Scale -- Standardization, Risk Management and Other Key Topics" presents industry leaders managing global service operations, discussing the challenges and opportunities of managing a global service organization.

"Checking in on the Service Profit Center for 2012" will feature members of Aberdeen's Service Research Advisory Council answering audience questions about continued organizational focus on profit-centric service.

Sponsors and Partners of the 2011 CSO Summit: Building Service Champions across the Organization include ClickSoftware, FieldSolutions, SERVICEPower, TOA Technologies, Viryanet, Field Technologies and SupplyChainBrain.

For complete agenda information please visit:

Complimentary VIP passes are available for qualified Service executives. To apply for a pass, please visit:

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
451 D Street, Suite 710
Boston, Massachusetts 02210-1928
Telephone: (617) 854-5200
Fax: (617) 723-7897