Contact Center Industry News

TMCNet:  Take Charge of Change, Before It Takes Charge of You

[January 29, 2013]

Take Charge of Change, Before It Takes Charge of You

LAS VEGAS --(Business Wire)--

Senior communicators from across the United States will meet in Las Vegas, April 24-26, to hear from a best-selling author, an executive from the Four Seasons Las Vegas, distinguished professors, the president of the Arthur Page Society, and, a social media expert. The conference ( is organized by The Communication Leadership Exchange, an association of internal and external communicators from a wide range of companies in the US.

Prominent Authors and Professors

Stanford Professor Chip Heath, the best-selling author of "Switch Made to Stick," will talk about how to overcome flaws and biases in human thinking. His findings are outlined in a new book, "Decisive: How to Make Better Choices in Life and Work," scheduled to be released a month before the conference. Heath will also lead a discussion of how to make better decisions.

"Moneyball for Communicators" author Ben Waber, Ph.D, senior researcher at Harvard Business School, will provide insights about how everyday interactions, informal networks, and non-verbal communication can improve engagement and productivity among employees. Waber will give a sneak preview of his new book, "People Analytics: How Social Sensing Technology Will Transform Business and What It Tells Us about the Future of Work," scheduled to go on sale in May.

Business Executive

The general manager of the Four Seasons Las Vegas, host of The Leadership Exchange conference, will detail the Four Seasons "Bluewater Innovation" program. Mark Hellrung will explain how the effort stimulates new ideas and collaboration among employees to deliver consistent customer service across hotel properties. The Four Seasons has been rated as the top hotel in Las Vegas by Conde Nast's Traveler magazine.

Social Media Expert

For several years, Zachary Johnson has studied and consuled about social network science which promises to change how managers make decisions and businesses are managed. Johnson, the co-founder and CEO of Syndio Social, will demonstrate how social network data can be analyzed and applied to future organizational management.

The Latest Communications Research (News - Alert) and Thought Leadership

The President of the Arthur W. Page Society, Roger Bolton, explains a new model for corporate communications to build and protect brand and reputation. The model is detailed in the "Building Belief" report.

Storytelling is the theme of Dr. Patricia Riley's presentation. As associate professor and director of the Global Communication master's degree program at the University of Southern California, Dr. Riley will reveal findings from research about how to use stories to inspire change among employees.

Eric Eisenberg, Ph.D, professor of Communication and Dean of the College of Arts and Sciences at the University of South Florida, will tell attendees about how to overcome situations when communication might make the situation worse.

About the Conference

"The Communication Leadership Exchange is dedicated to presenting the latest research and business applications of it for senior communicators," said Sherry Scott, president, The Communication Leadership Exchange. ( "This April's conference ( features a superior combination of a best-selling author, employee and communication research, how best to deliver customer service, and social network insights." About 100 senior communicators and service providers are expected to attend the Las Vegas conference, April 24-26.

To communicate with and influence both conference attendees and The Exchange membership, sponsors may purchase marketing packages ranging from $3,000-7,500 with lower priced conference only marketing options. To learn more about how to reach members before, during, and after the "Taking Charge of Change, Before It Takes Charge of You" conference,

Contact Fred Droz,, 866 463-6226. So far, 2013 sponsors are Business Wire, Gagen MacDonald, and On the Same Page.

The three day event is only $1195 with a special Four Season Las Vegas rate of $185 per night. To register for the April conference, please go to

About The Communication Leadership Exchange

Founded in 1955, The Communication Leadership Exchange ( is a by invitation-only organization promoting the best practices in corporate communications across a broad range of industries. Our select membership includes senior professionals from Fortune 500 companies, small-midsize companies, large consulting firms, and independent counselors. From vice-presidents to owner/operators, members are senior communicators with extensive expertise and decision-making roles for their organizations and clients. Members represent companies including Aetna, Bank of America, Capital One (News - Alert), Cigna, Delta, Gagen MacDonald, Georgia Pacific, IBM, Intel, Johnson & Johnson, JP Morgan Chase, Pfizer, State Farm, Southwest Airlines, Towers Watson, and Weyerhauser.

All product and company names are trademarks of their respective companies.

[ Back To Cloud Contact Center's Homepage ]


Featured Resources

Featured Report
Millennial Research on Customer Service Expectations

Millennial Research on Customer Service Expectations

The "why" behind this research is simple: our clients recognize that different generations bring different expectations, varied communication preferences and new customer service patterns to the customer experience...
Featured Report
Optimizing the Customer Experience through Cloud Contact Centers

Optimizing the Customer Experience through Cloud Contact Centers

Adoption of cloud contact centers is on the rise. Findings from Aberdeen's January 2014 'Public Cloud vs. On-Premise: How to More Effectively Deploy a Cloud Center' study shows that 31% of contact centers are deployed in the cloud, and our related blog post highlights that companies anticipate their adoption of cloud technology to rise further throughout 2014...
Featured Report
Aberdeen report

Aberdeen Report: Cloud for Mid-Sized Contact Centers – What You Must Know

Cloud Technology is opening new doors for many businesses. However, it does so only when it's combined with the use of best practices and key technology enablers. This document highlights the adoption of cloud technology by mid-size contact centers and illustrates the reasons driving their investments...
Featured Whitepaper
Aberdeen report

Seven Critical Capabilities to Demand From Your Cloud Contact Center Provider

To deliver a world-class customer experience, your contact center must be flexible and reliable, while providing all the tools agents and supervisors need to manage their workflows. Here are seven critical capabilities to look for when deploying a contact center in the cloud...
Featured Webinar

Contact Center Economics and the Cloud

Together, Bob and Drew will help you understand the economic value of upgrading technology, important business and financial considerations, and how to compare total cost of ownership of a premises vs. cloud or hosted solution. Watch the webinar on-demand now...
Featured Datasheet
Zipwire Cloud Contact Center

Zipwire Cloud Contact Center

The appeal of moving services to the cloud is obvious. Cloud services offer reliability and robust feature sets without the need to implement or maintain complex contact center infrastructure. The Zipwire™ cloud-based contact center allows businesses to leverage the flexibility and cost savings of cloud architecture while offering a seamless, first-class customer experience...