HDI Higher Education Leadership Forum Meeting November 13-16, 2017 Location: Southern Methodist University Dallas, TX Hotel: Hotel Lumen 6101 Hillcrest Avenue Dallas, TX 75205 Phone: (214) 219-2400 HDI Facilitator: Allyson Rollins Phone: 719-439-9742 Email:allyson.rollins@ubm.com Please Bring: Any necessary information related to the topics on the agenda Monday November 13, 2017 Arrivals (Travel Manifest Will be Shared) Dallas Love Field Airport is the closest to the SMU campus. 4:00 5:30 SMU Site Tour 5:30 7:00 Networking Reception Tuesday November 14, 2017 7:45 am 8:00 am Meet in the hotel lobby and walk to SMU 8:00 am 8:30 am Breakfast 8:30 am 8:45 am SMU Welcome 8:45 am 9:00 am HDI Welcome and Ice Breaker Activity presented by Allyson Rollins, Program Manager 9:00 am 12:00 Speaker Jeff Toister -The Journey to a Customer Service Culture. Most successful companies have one thing in common: a customer-focused culture. A strong culture exists where analysts are obsessed with serving their customers. They intuitively do the right thing in tough situations and service is consistent throughout the organization. This leads to many benefits that generate better bottom line results: Increased customer loyalty Increased word-of-mouth referrals
Fewer customer complaints This entertaining and interactive workshop shares the three essential elements that leading companies use to develop customer service cultures. It incorporates a blend of experiential activities, examples from leading companies, and cutting-edge research to help participants generate ideas to implement with their own service desk. Participants will gain the following: Experience three ways that culture can influence our employees actions. Identify three essential elements of a customer service culture. Checklists and tools to help you immediately implement these concepts. 12:00 12:45 Lunch 12:45 2:00 Tour: George W. Bush Library: The permanent exhibit at the George W. Bush Presidential Library and Museum looks at the life and career of President George W. Bush. The exhibit brings the story of President and Mrs. Bush s leadership to life for visitors by highlighting the principles they followed when making key decisions and by promoting an understanding of the Presidency, American history, and public policy. Artifacts, documents, audiovisual, and interactive components capture the key decisions and events of the Presidency of George W. Bush. Visitors experience many facets of President Bush s time in the White House, including the campaign and the 2000 election, key legislative moments from the presidency, and compassionate policy initiatives enacted during his Administration. 2:00 2:15 Return to Meeting Space 2:15 3:15 SMU Panel Discussion: SMU will share their experience with shared services transitions that took place in 2015-2016. We
will have a list of questions prepared as well as be able to ask the panel about the reorganization that took place and what they observed throughout the changes that occurred? 3:15 4:30 Celebrate Success: Presented by Eliza Mathis from The University of South Carolina 4:30 5:00 Parking Lot / Open Discussion Time 5:00 6:15 Free Time 6:15 6:30 Meet in the Hotel Lobby and Travel to Dinner 6:30-8:30 Dinner 8:30 Travel back to the hotel Wednesday November 15, 2017 7:45 am 8:00 am Meet in the hotel lobby and walk to SMU 8:00 am 8:30 am Breakfast 8:30 am 11:30 am Speaker: Jerry Magar Leading Through Change Jerry is a founding partner of People Systems Consulting, and brings over 25 years of experience to his work with clients such as Lockheed Martin, Dell Computer, JPMorgan Chase, Southwest Airlines, Shell Oil, Devon Energy, JC Penney, Sabre and many more large and small clients. Most leaders are excellent at driving adaptation in an effort to stay competitive. What they get right is what to change. What they often get wrong is implementing that change. Shifting a workforce s resistance to change requires an understanding of psychological responses to it. To prevent negative consequences of well-intended change leadership, it s important to first know why change fails, and then embed a transparent change culture to all levels. This
fast-paced, highly engaging session will provide tools and insights to help leaders guide their organization through the change in a way that minimized resistance and maximized buy-in. 11:30 am 12:00 Roundtable Discussion: Where are you now? Implementations? Solutions? Successes? 12:00 1:00 Lunch 1:00 2:30 Interactive Session presented by Rachel Mulry of SMU: During this Interactive session, the forum will be divided into groups and presented with a challenge. This challenge you require you to think creatively in terms of process, technology and leadership. At the end, each group will present their ideas to a panel for bragging rights and maybe something more. Break when convenient 2:30 3:30 Roundtable Discussion: Manage in the age of remote workers? Home office workers? How do you set expectations with employees, scheduling etc. 4:00 5:00 University of Montana, Josh Turner our July 2018 meeting host will share some University and Bozeman highlights with the group as he prepares to have the HDI Higher Education group on campus next summer. 5:00 6:30 Free Time 6:30 8:30 Dinner Thursday November 16, 2017 7:45 am 8:30 am Breakfast
8:30 am 9:00 am Session: Top 5 Tools of the Year presented by Joshua Tooley from TCU 9:00 am 11:00 am Case Study: Artificial Intelligence - How do you prepare for it? It s not about removing the help desk, it is another tool set, how do you best implement? 11:00 am 11:30 am The One Thing 11:30 am 12:00 Future Topics Discussion 12:00 Conclude meeting Additional Information: Take your Forum surveys, roster to be emailed, post all information to HDIConnect group site