Secret Service Summit 2017

Topics & Breakouts

Keynote Speakers

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Daniel Pink

The Scientific Secrets of Perfect Timing

Most of us believe that timing is everything. Trouble is, we don’t know much about timing itself. Our lives present a never-ending series of “when” decisions — but we make them based on instinct and intuition, because we believe timing is an art. In this entertaining and provocative presentation, New York Times bestselling author Daniel Pink will show that timing is really a science.

Drawing from newest book (to be published in January), Pink will reveal the scientific secrets of perfect timing and what those insights mean for business leaders and customer service professionals. He will tap a rich trove of research from psychology, biology, and economics to show how time of day dramatically affects performance, how certain types of daily breaks can boost both creativity and productivity, why midpoints (of projects, careers, and lives) exert an invisible influence on our motivation, how companies can improve the customer experience by harnessing the power of endings, and how teams can use the emerging science of timing to synchronize more effectively. You’ll leave with a fresh perspective on the “when” of business and smart, practical tips for working smarter and living better.

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Mel Robbins

The 5 Second Rule: Achieve Breakthrough Performance in Your Career & Life

Imagine if you had a secret weapon that instantly turned you into your most powerful and productive self. What if you could spot opportunity and have the courage and the discipline to trust your instincts, take action and share your ideas with conviction?
You’d be unstoppable.

In her globally praised TEDx talk, best selling author and entrepreneur Mel Robbins introduced the world to the science backed secret to change The 5 Second Rule. Over ten million views later, the 5 Second Rule has become a best selling book and a life changing movement inspiring people around the world to quit procrastinating, become more courageous, accomplish goals, and change for the better. Mel has used The 5 Second Rule to transform her own life. Since discovering and implementing The 5 Second Rule eight years ago, Mel has become the most booked female speaker in the world, an award winning legal analyst for CNN, a Contributing Editor to Success Magazine, an internationally acclaimed best selling author, and the CEO of a media company that inspires more than 20 million people each month.

With riveting videos, case studies, compelling research, and hilarious personal stories, Mel will recount the deeply relatable and remarkable story of The 5 Second Rule and the power of five second decisions. She will demonstrate how this rule has helped people, teams, and businesses around the world change for the better. And, through audience interaction, she’ll show you how to use the Rule so you can also achieve your goals.

This is a life altering speech filled with groundbreaking insights and a tool for action that is critical for selling, leadership development, innovation, and success. Mel will present the secret to HOW we change behavior, HOW to take smart risks, HOW you bring out the best in your team, and HOW to create the results that we covet at work and in life. You’ll walk out of this experience with tools you can bring to back to your team, your family, and your life and you’ll leave feeling inspired, empowered, and ready to take action.

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John DiJulius

State of Service

Keynote speaker, international customer experience consultant and best selling author of three books, John DiJulius, works with world class companies like the The Ritz-Carlton, Lexus, Starbucks, Nordstrom, Nestle, Marriott Hotel, Pricewaterhouse Coopers, Cheesecake Factory, Bausch & Lomb, Progressive Insurance, Harley Davidson, State Farm, Chick-fil-A, Entrepreneurs Organization, YPO, Aveda, and many more.

John isn’t just talking about it, he lives it, as a very successful entrepreneur of two businesses: John Robert’s Spa, a chain of upscale Cleveland locations, repeatedly named one of the top 20 salons in America and The DiJulius Group, a customer experience consulting firm that uses the X-Commandment methodology to providing a World-Class Customer experience.

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David Avrin

Blink and They’re Gone! — Why Today’s Customers are Leaving You for Competitors and How to Win Them Back

More than ever, today’s customers are inundated with good choices. Outdated notions of loyalty and service are ignoring the profound market shift that is driving too many customers to your competitors. So, how do you win their business when patience is short and alternatives are only a short drive or a click away? In this hard-hitting and entertaining presentation, popular business marketplace expert David Avrin, CSP will shine a light on this monumental shift in buyer behavior and expectation, while showing your team everyone’s role in eliminating barriers, engaging prospects and creating customer experiences worth sharing.

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Kaihan Krippendorff

Outthink the Future: Excelling in a Digital, Agile, Purpose-Driven World

Based on his most recent book, Outthink the Competition, Kaihan delivers a set of proven business strategy tools he has used with more than 300 clients in almost every industry to create innovative growth ideas that increase revenue, profit, and the trajectory of your business and career. Blending together first-hand stories of inspiring business and social innovators, from Elon Musk to Noble Peace Prize winner Mohammad Yunus, Kaihan’s presentation teaches the audience a tested method for developing actionable growth ideas that unlock growth, increase competitiveness of their business and arm them with the tools needed to excel in today’s digital, agile, and purpose-driven world.

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Arnie Malham

Sustainable and Remarkable Business Culture

Yeah Yeah Yeah…you’ve been to Starbucks and The Container Store, you’ve flown Southwest and ordered shoes from Zappos, you’ve stayed at a Ritz-Carlton and shopped at Macy’s. But, about the last thing you have time for right now is building your company culture. You’ve got your hands full with client service problems, internal communication breakdowns, floor production issues, and unexpected turnover.

When your business grows and becomes more profitable, you’ll hire better people, and then you’ll have time for “Culture.” You might even get a ping pong table and go to casual dress on Fridays, but for now, you’re committed to the “micromanage, I’m right – your wrong, work harder – not smarter” model that got you here.

You know one thing for sure: “Only really successful companies spend time, effort, and resources on culture.” I’m here to tell you…you’re right! And I’m going to show you exactly what you can do about it that will absolutely be “Worth Doing Wrong”!

Three bulleted key takeaways the attendee will leave your session having gained:

  • Clarity on who is most responsible for culture in your organization
  • Harvestable ideas to develop and evolve your company’s culture forward
  • Elimination of excuses that traditionally haunt, halt, and handicap your company culture and your team.
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Bronkar Lee

Hacking the Learning Curve: Re-energize your approach to skill acquisition and unlock your passion for learning

Learning new skills in today’s fast-paced world can seem like a daunting task. Yet growing and developing yourself is absolutely essential for creating the most effective solutions for your team and community. In fact, if you’re not continually gaining new abilities, then you are already behind. With so much on our plates, we often see time as the enemy. But what if our system for learning is just outdated and needs an upgrade? What if there’s actually a shortcut to acquiring these new skills we need? Bronkar Lee (speaker, author, and multi-instrumentalist) presents this captivating and unique presentation loaded with tools and actionable steps that will help you clarify your goals, improve your processes, and redefine the way you think about learning. His simple but effective system will propel you forward and inspire you to take action to become the next amazing version of you.

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Through his thought-provoking and inspiring performance, IN-Q will entertain, inspire, and challenge you to look deeper into your human experience and to ask questions about your life, your environment, and the world at large.

Breakout Speakers

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John DiJulius

Intro to The Customer Service Revolution

This breakout is for people who have never have seen John before. This is a 45 minute version of John’s signature keynote on his bestselling book The Customer Service Revolution. You will learn:

  • What it takes to be the brand customers cannot live without & how to make price irrelevant
  • How to increase your employees service aptitude
  • The importance of understanding a day in the life of our customer
  • How to create non negotiable standards that everyone must follow to be brilliant at the basics
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Neen James

Attention Pays: Driving Customer Satisfaction and Business Through the Roof

In today’s instant-gratification world, customers demand a whole new level of service and support. With a combination of high expectations and low tolerance, service teams have to deliver A-game business practices and absolute attention to customer satisfaction.

With exceptional energy and amazing humor, Neen James will teach your service teams to:

  • Deploy strategies to create customers for life
  • Attract and keep positive customer attention
  • Deliver exceptional service that creates referrals and new business
  • Handle adversity with ease
  • Create memorable moments that keep customers coming back

Your customer service team is the frontline of your business. The fuel, facts and inspired solutions that set your organization apart from the competition and send sales and referrals sky high is exactly what Neen delivers in each power-packed session. Join sassy little Aussie, Neen in this high-energy session and bring your team.

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Through his thought-provoking and inspiring performance, IN-Q will entertain, inspire, and challenge you to look deeper into your human experience and to ask questions about your life, your environment, and the world at large.

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Steve Nudelberg

Rules of Engagement

Have you ever wondered what separates a top performing sales person from the rest of the pack?

  • Top sales professionals know that the difference between good and great performance requires a set of disciplines and best practices that will drive you to new levels of success.
  • In most cases, it’s because they apply a number of these best practices in their daily routine.

These rules and/or actions are called the Rules of Engagement, and are Standard Operating Procedures that that have been cultivated from over 40 years of sales experience and relationships with top performers all over the world.

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Michel Falcon

A Customer Obsession: How to Create an Experience Your Customers Have Never Seen Before

In this breakout, international keynote speaker, Michel Falcon, will share examples of how to deliver an experience your customer or industry have never seen before. He will use examples from his own businesses and ones from companies we recognize and admire. Throughout the presentation Michel will respectfully challenge the audience to think of creative ways to design customer experience tactics that will earn greater loyalty.

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Adam Robinson

Building Your Human Capital Playbook to Win Your Market

Businesses that possess the ability to attract, hire and retain high-quality team members in a consistent, repeatable fashion are nearly $400,000 more profitable than companies without a strong hiring process. As we face an uncertain economy, today’s business leaders must manage their human capital strategy as a core and critical function of their business.

In this fast-paced and data-rich workshop, Hireology founder and CEO Adam Robinson will teach attendees how a defined and measurable hiring process, combined with a strong employment brand, leads to higher-performing team members, higher gross margin, reduced costs and dramatically lower turnover. Attendees will have the opportunity to benchmark their performance against HR best practices gathered from hundreds of progressive operators.

Attendees will leave this workshop armed with immediately actionable insights to help them transform their company’s workplace culture into a source of sustainable competitive advantage. Audience members will receive their own “Human Capital Playbook” that they can use to highlight key insights, take notes, and build their own Human Capital Management Plan.

The audience will be encouraged to actively participate in a discussion of their own human capital management plan and experiences.

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Angela Crawford

10 Steps to Igniting Employee Passion that Inspires Customer Loyalty

Everyone is talking about employee engagement, but in this session, we push you to set your sights well beyond engagement and discover how to ignite passion. Learn the 10 steps you can take to move employees from “It’s just a job” to “I love my job” and “I do what I am told” to “I’ll do whatever it takes” to help my customers. The passion within your employees may already be there, and we can help you ignite it and ultimately inspire customer loyalty.

In this exciting session, we will bring together some of our most current research to help you learn what to look for within your employee experiences that can influence whether they decide to stay or go. You will discover how to use data in a way that creates actionable themes specific to your business that will drive innovation and loyalty. Engagement is fine, but passion is what will take your organization to a completely new level. Join us to find out how.

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Cesar Torres

Fostering a Contender Mindset in Your Team

In business and in life, you can be a pretender or a contender.  And if you want your employees to deliver the very best in customer service, skills are – of course! – important.  But in the course of working with hundreds of entrepreneurs and their employees, Cesar Torres of The Pivot Point mentoring group realized the true difference between those who squeak by and those who step into greatness boils down to one thing – mindset. Mindset is a complex topic with many layers to consider; in this exciting and engaging session, Cesar will speak on how you can foster a winning mindset in yourself and your team.

Takeaway Messages:

  • Customer service is about more than skills – it’s about helping your employees develop a winning mindset.
  • Learn the four basic questions you must ask about your employees’ mindset to increase your company’s productivity.
  • People bring their whole selves to work.  An employee’s personal life can spill into your customer interactions.  True winners work on their whole self.
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Charles Chang

Moments of Truth

Every time your customers interact with your business is a Moment of Truth. Your business can succeed or fail in the first 10 seconds of these interactions.  Moments of Truth occur when your customers call your business, try your product, or – increasingly – engage with you online. As technology becomes increasingly woven into the fabric of our daily lives, a new moment of truth is emerging.  Charlie will explore how you can influence customer’s Zero Moment of Truth – an empowered shopper with the ability to research and explore your company with a swipe of her finger.

Takeaway Messages:

  • Employees must be empowered to act quickly and with autonomy to gain customer approval.
  • Excellent customer service is born from a willingness to look at your entire company from a customer’s perspective.
  • Delegate the process of optimizing your company’s Zero Moment of Truth to a single person or department – it’s that critical!

Dave Murray

“Call Center Revolution”

Don’t let the term fool you….a lot of us hear the words “contact center” and our brains go to images of huge rooms with hundreds of cubicles and white noise. That is the case sometimes, but very often we are talking about a department of 20 people or less. And, a department of 20 or less can drive sales and loyalty – or do a lot a damage – just as easily as a behemoth call center.

In this breakout, we are going to discuss step by step how we transformed a contact center of 25 people from a culture where going to work was dreaded – each call was painful, and getting “off the phone” to work on a project was a reward. The average speed of answer the month prior to this project beginning was 3:50, with an abandonment rate of 21%

The month after the project began, the average hold time dropped to 39 seconds with an abandonment rate of 5%. More importantly, the culture has changed where the team members have truly gone from being “service reps” to advocates for their customers. Learn how when Dave Murray and special guest Kim Kollwelter dissect this “Call Center Rescue”.

Second Topic: Zero Risk

Anticipating your service defects and having protocols in place to make it right.  All employees must have full awareness of the potential common service defects that can arise at each stage of the Customer experience cycle and be trained and empowered to provide great service recovery when defects arise, so your company is known to be zero risk to deal with.

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Katie Mares

Return on Experience

  • IV- Implementation and execution. How to go from ideas on paper to consistently executed ideas.
  • Plan, Develop, and Execute (provide examples of how and what we have done with success stories and metrics)
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Lisa Duran

World Class Culture

You can create it, you can train it, but can you make it stick?

Find out why creating a World Class Internal Culture is crucial to the sustainability of your customer experience program. Real-time coaching is the most overlooked critical skill that employees in supervisory roles aren’t being taught today. Are you really training and empowering your supervisors to help shape your WCIC, or are you just going through the motions?

People don’t do what organizations expect; they do what their managers pay attention to.

In this session, you will walk away equipped to make these vital changes:

  • Use real-time coaching to ensure a “fizzle proof” customer experience program
  • Celebrate it!  Using positive peer pressure to drive home desired behaviors
  • Learn the ONE skill to redirect when standards are not being met
  • Be intentional and make real time coaching part of your day
  • Clearly communicate the WIFT: What’s in it for them!
  • Utilize real-time coaching to create an employee driven CX program

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