Tuesday, November 6, 1:00 p.m. - 2:30 p.m.
Back by popular demand is FICP’s Speaker Showcase! This unique program offers multiple world-class speakers in one venue.
First, Kim Lear will dive into three impactful factors to consider when understanding the behavior of today’s workforce. Next, hear from a culture transformation director within The Ritz-Carlton Leadership Center on what makes up memorable customer service. Finally, Kevin Brown will share his message of The HERO Effect and how this philosophy encourages being your best when it matters most. Stay tuned for additional speakers to be announced.
Get a taste of each of these talented speakers, then choose one and dive deeper through a more intimate education session.
Kim Lear, Founder + Content Director, Inlay Insights
Represented by: Goodman Speakers
The Future Factors: Top Factors Impacting Relationships in an Age of Empowerment
We are in the midst of a period of great change in organizational structure and consumer behavior. Hierarchies are flattening, networks are being created, the traditional “American Dream” is being challenged and constant disruption is forcing established industries to work harder to remain relevant. Savvy clients have information at their fingertips and platforms to share opinions. Our ability to understand the factors that shape the behaviors of future clients and employees is critical as we create innovative solutions in an ever-changing landscape. The three most impactful future factors identified and researched by the Inlay Team are: unprecedented access, the experience economy and mainstream mindfulness. In this program, we’ll explore how these future factors are changing the way we work, the way we buy and the way we live.
Kim Lear is a speaker, writer, strategist and researcher who explores how emerging trends impact the future of our workforce and marketplace. As the founder and content director of Inlay Insights, Lear is at the forefront of cutting-edge research to uncover cultural shifts that revolutionize how organizations engage employees and consumers. She is known for her ability to use a mix of data, storytelling, humor and actionable takeaways to discuss the trends that most impact the bottom line of organizations. Previously, Lear was the content director at a research firm dedicated to generational and Millennial trends. Lear has keynoted for some of the most-renowned companies in the world. She has received rave reviews from clients such as American Express, Cisco Systems, Deloitte, Disney, General Mills, LinkedIn, MasterCard, PricewaterhouseCoopers, Wells Fargo and more. In addition to speaking, Lear has written white papers on the topics of generational wealth transfer in the finance sector, retirement trends in the hospitality industry and the impacts of mindfulness practices on healthcare costs. A researcher to the very core, Lear employs eye-opening statistics to accentuate her points and mixes them with stories and case studies to make her message come alive. She is a sought-after expert and has been featured on NPR as well as national publications such as ‘The Wall Street Journal,’ ‘The Huffington Post,’ ‘USA Today’ and more. She is currently the head of research on a new book published by Harper Collins about Gen Z, the teenage demographic. .
John Cashion, Corporate Director, Culture Transformation, The Ritz-Carlton Leadership Center
Memorable Customer Service
To create customer loyalty, you must first elevate the customer experience. This journey focuses on the emotional and psychological aspects of creating a culture where personalized and impressive service is the norm. Learning will continue as you are taken through The Ritz-Carlton methods for fulfilling unexpressed wishes and needs, learning to stay-in-the-moment, and creating personalized experiences that surprise and delight. You will also discover and discuss the critical skills necessary for authentic customer engagement, and how to foster them in your employees.
Mr. John Cashion is an international speaker and successful hotelier. He is also a genuine and caring leader who enjoys sharing his passion for service excellence with businesses and organizations throughout the world. John has spent over two decades with The Ritz-Carlton and has served as a Director of Banquets, Executive Director of Food & Beverage, Director of Operations Manager, and General Manager of The Ritz-Carlton Residences Singer Island, Palm Beach. He has managed day-to-day hotel operations including rooms, food and beverage, meeting and special events, spa, and culinary. In his current role of Corporate Director, Culture Transformation for The Ritz-Carlton Leadership Center, John teaches organizations how to implement transformational techniques for creating a sustainable, service-oriented culture. John uses humor and storytelling to not only engage audiences, but also to help them understand each concept thoroughly. John and his family enjoy golf, water sports, attending professional sporting events, and living in vibrant South Florida.
Kevin Brown, Author, The HERO Effect
Represented by: SpeakInc Speakers Bureau