Description:

 Northwestern University Transportation Center presents:

INDUSTRY TECHNICAL WORKSHOP [FALL 2017]

MAKING THE CUSTOMER HAPPY: INNOVATION & BEST PRACTICES

Northwestern University Transportation Center (NUTC) and Center for the Commercialization of Innovative Transportation Technology (CCITT) are co-hosting the Fall 2017 Industry Workshop—Making the Customer Happy: Innovation & Best Practices—on October 18th, to examine and investigate innovations and best practices in customer service, customer experience and customer loyalty in travel and transportation. Speakers from Northwestern University and the industry will engage the audience through case study presentations and a panel discussion.

EVENT CO-CHAIRS:

Hani S. Mahmassani
William A. Patterson Distinguished Professor of Transportation; Director, NUTC

Breton Johnson
Associate Director, NUTC; Director, CCITT

ABOUT NUTC:

Northwestern University Transportation Center (NUTC) is one of the world’s leading interdisciplinary education and research institutions, serving industry, government and the public sectors. Founded in 1954 to generate substantive and enduring contributions for the better movement of materials, people, energy, and information, NUTC stands at the forefront of transportation research and education. NUTC brings together academic researchers, students and business affiliates in a joint open exploration of transportation and supply chain operations. NUTC aims to influence national and international transportation policy, management and technological developments, with the goal of making transportation and supply chain operations more productive, efficient, safe, secure, environmentally friendly and socially beneficial.

ABOUT CCITT:

Center for the Commercialization of Innovative Transportation Technology (CCITT) fosters the implementation of innovative technologies for all modes of surface transportation, including but not limited to railways, mass transit, highways and waterways.

WORKSHOP SPEAKERS:

Frank Bush
Lead Consultant - Teradata

Tom Collinger
Associate Professor & Executive Director, Medill IMC Spiegel Digital & Database
Research Center - Northwestern

Walter Herbst
Charles Deering McCormick Distinguished Clinical Professor; Clinical Professor of Mechanical Engineering; Director, Master of Product Development Program
- Northwestern

Bret Johnson
Associate Director - NUTC

Julius Jung
Entrepreneur & Consultant

Hani Mahmassani
Director - NUTC

Jodi Navta
Chief Marketing Officer - Coyote Logistics, A UPS Company

Jarvis Schultz
Associate Director, MS in Robotics; Assistant Professor of Instruction,
Department of Mechanical Engineering - Northwestern

Thomas O’Toole
Clinical Professor, Marketing; Senior Fellow, Kellogg School of Management
- Northwestern

WORKSHOP AGENDA:

1:30 PM    WELCOME
Hani Mahmassani - Director, NUTC

1:35 PM    OPENING REMARKS
Frank Bush - Analytic Business Consulting Practice Director, Travel & Transportation, Teradata

1:45 PM    SESSION 1

Owning The End-To-End Customer Experience with Internet-of-Things (IOT)
Julius Jung - Managing Director, FeedbackNow USA

There’s a customer engagement eco system. Does it inform you today?
Tom Collinger - Associate Professor & Executive Director, Medill IMC Spiegel Digital & Database Research Center, Northwestern

The digital transformation of customer experience in the travel industry
Thomas O’Toole - Clinical Professor of Marketing, Senior Fellow, Kellogg School of Management, Northwestern


3:00 PM    NETWORKING BREAK

3:20 PM    SESSION 2

Aspirational Design Drives Consumption
Walter Herbst - Charles Deering McCormick Distinguished Clinical Professor; Director, Master of Product Development Program, Northwestern

Customer, I Hear You! Do You Hear Me?
Jodi Navta - Chief Marketing Officer, Coyote Logistics, A UPS Company

4:00 PM    PANEL DISCUSSION