January 21 - 24, 2020
Omni Orlando Resort, ChampionsGate, FL
Susanna Watson, Lead Process Improvement Partner at Nielsen

Susanna Watson

Lead Process Improvement Partner

Monday: Workshops & Opening Keynotes

Monday, January 21st, 2019

8:00 AM A8: Strategies and tactics for managing organizational change

Our teams are pushed to be more agile, flexible, and fast-paced -- which means change and lots of it! There are many ways to get associates to the new destination and ways of working, but some routes are less painful for the individuals and less costly for the organization. Join us as we work through a ‘choose your own adventure’ themed example that you’ll be able to take directly back to your team. This 90-minute session will cover:
·         Framework for managing change
·         Tools that can smooth the journey
·         Tactics to control different aspects of change
·         Guideposts and common pitfalls
Managed change can make the difference between a successful project or program and complete failure. Join us to make sure that you’re ready to lead the adventure.

Wednesday: Main Conference Day 2 & Masterclasses

Wednesday, January 23rd, 2019

11:40 AM Commercial Efficiency: Drive high Growth and value

Fitting more of what matters into our day can improve associate engagement and grow profits. We’ll look at how Lean concepts were applied to client service teams across six countries to:   
·         Measure opportunities to gauge the size of the prize
·         Leverage local and cross-country ideas to deliver the most impactful solutions
·         Generate excitement through communications and change management
·         Sustain changes with local governance and key metrics
·         Free up time to reinvest in revenue-generating activities  

Check out the incredible speaker line-up to see who will be joining Susanna.

Download The Latest Agenda