11 a.m. to 5:30 p.m.
2 p.m. to 3:15 p.m.
General Session #1: Delivering World-Class Customer Service: Lessons From The Mouse, Dennis Snow, Consultant & Author
3:15 p.m. to 3:45 p.m.
3:45 p.m. to 5 p.m.
Breakout Sessions #1
#1C: Customer Experiences & Marketing: Service Mapping To Improve The Customer Experience, Dennis Snow, Consultant & Author
5 p.m. to 6 p.m.
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