The Art of Customer Care
Monday, July 21, 4:15 - 5:30pm

All the Right People: Recruiting
Facilitator: Roysi Erbes, Partner, James & Co.

Discussion: Michael George's Presentation
Facilitator: Michelle Edelman, VP of Marketing, Warner Home Video, VOD, PPV

Leveraging Call Volume for Sales
Facilitator: Christine Luther, Vice President of Customer Operations, Mediacom Communications

Optimizing Customer Service
Facilitator: Fran Zeuli, Vice President Sales Development, Adelphia Cable

Sales Training
Facilitator: Jim Hashman, Senior Director, Point of Sales Management, Starz Encore

Web Based Customer Service
Facilitator: Patti Marciano, Director Web Marketing & E-Commerce, Cox Communications

Analyze This: Retention
Tuesday, July 22, 2:30 - 3:30pm

Competitive Positioning for Your Package
Facilitator: Mark Cameron, Director Product Management, Cox Communications

Customer Modeling
Facilitator: Tom McNeal, VP Communications & Energy, Claritas Corporation

Managing Non-Pays
Facilitator: Robert Peznola, Corporate Director of Sales, Mediacom Communications Corporation

Rewards & Loyalty
Facilitator: Rita Caprino, Senior Director Distribution Services, Hallmark Channel

Training CSRs to Save Subs
Facilitator: Matt Tolleson, Vice President, Turner Network Sales

Marketing: The Scientific Method
Tuesday, July 22, 2:30 - 3:30pm

African American Segmentation
Facilitator: Matthew Barnhill, Vice-President Creative Services & Corporate Market Research, BET

Asian American Segmentation
Facilitator: Raoul DeSota, VP Sales & Marketing, International Channel Networks

Latino/Hispanic Segmentation
Facilitator: Steve Raymond, SVP National Accounts Western Division, ESPN

Leveraging Basic Programmer Partnerships - Research & Cross-Channel
Facilitator: Lisa Richardson, Vice President, Partnership Marketing, Turner Network Sales

Post-Campaign Analysis
Facilitator: Shaun Doyle, SAS

Targeted Broadband Content Partnerships
Facilitator: Shahid Butt, Principal, Broadband Marketing Group

Tracking Tactical Marketing Efficiencies on the Fly
Facilitator: Cindy Morrisroe, VP Marketing & Advertising, Cablevision

The Tech Effect
Tuesday, July 22, 2:30 - 3:30pm

Discussion: Rob Glaser's Presentation
Facilitator: Ian McKerlich, Senior Director, RealNetworks

Discussion: Steve Ballmer's Presentation
Facilitator: Ed Graczyk, Director, Marketing, Microsoft Corporation

DVRs
Facilitator: Ed Burakowski, VP Strategic Sales, NDS Americas

HDTV
Facilitator: Jenifer Cistola, Vice President, Product Marketing, Scientific-Atlanta

Home Networking/Media Centers
Facilitator: Karl Ossentjuk, VP - HSD Product Management, Adelphia Cable Communications

Interactive Gaming
Facilitator: Craig Leddy, ITV Market Analyst, Interactive TV Works

WiFi
Facilitator: Bryan Smith, VP Marketing Strategy & Analysis, Insight Communications