Customers 1st 2009 Podcasts: A Conversation with Kathleen Peterson: Part 5

I think it’s really important that we help the attendees understand that this conference covers so many areas that contributes to the human factors side, to the operations side, to the quality side, organizational side, there’s a huge opportunity for people to walk away with not only actions that they can take but also with new networking relationships that they can maintain.

As we get gear up for the 2009 NACCM: Customers 1st Event this year, we're going to be interviewing and getting to know the speakers and sponsors who will bring their perspectives on customer service to you. We recently sat down with chair Kathleen Peterson to talk about the event, both today and what has changed since she first chaired it back in 2003. This podcast is the final recording in the podcast, so check back next week to hear from another speaker from the Customers 1st Conference!



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What are some of the core messages you hope you can instill in attendees as the chair?

Kathleen Peterson: I think the core message of the conference, and as a chair, that’s my roll, is really to inspire. I hate to seem an evangelist about this. I really believe that if the attendee arrives at a conference such as this and is clear about their issues and what they care to learn about then they can design their own experience through the curriculum and through the networking opportunities to walk away with a specific set of action items that they can implement upon return. I think it’s really important that we help the attendees understand that this conference covers so many areas that contributes to the human factors side, to the operations side, to the quality side, organizational side, there’s a huge opportunity for people to walk away with not only actions that they can take but also with new networking relationships that they can maintain. I think a lot of folks that attend this conference are in senior positions and they can crate their own mini networks to challenge and brainstorm with one other. I think the message here is that you have to really understand what the potential for takeaways are. Think in terms of action, learn, participate and connect.

In addition to chairing the event, you’re presenting during a breakout session. What will that be about?

Kathleen Peterson: I am presenting with my colleague Deb Justice on the appropriate development of training curriculum. So not simply, I think the old approach as been “Ok, put your login ID in” people take systems and service and transactions separately within a training development. We are going to be talking about performance based learning. Performance based learning says that teaching needs to reflect the experience a learner is going to have on the job. We’re going to talk about the approach that one takes to that building a model for module development. A look at how to organize content, and then delivery channels around the content. What this does is create a formula, if you will, not only for developing new hire training, but developing ongoing training for the learning population within and enterprise. We’re very excited about it.

We’d like to thank Kathleen Peterson for speaking with us and a very special thank you to our listeners. Be sure to follow us on Twitter at twitter.com/customerworld.

See you in November!