Tuesday Opening Keynote: Designing Delightful Experiences to Attract and Retain Loyal Clients

Ryan Suydam, Chief Experience Officer, Client Savvy

In a world increasingly commoditized, how do the most successful practices stand out? What are the smartest businesses doing to attract, retain and grow their services with clients and patients? 87% of fortune 2,000 companies have implemented “Customer Experience” (CX) programs to stand out. During this keynote, attendees will learn the neuroscience behind why client/patient experience is THE deciding factor for most buyers. Learners will discover the critical components of a client/patient experience management program and a roadmap to implement the most important elements. Participants will engage in a lively “round table” discussion with peers to brainstorm the “critical moments of truth” most important to a dermatological practice’s client experience and creative ways to improve those moments. 

Ryan Suydam co-founded Client Savvy (maker of the Client Feedback Tool) in 2004, to help firms create fierce client loyalty. He has coached over 300 organizations and over 10,000 professionals on the skills required to be “client savvy.” His clients are twice as likely to be recommended by their clients, three times as likely to realize above-average financial returns, and consistently attract and retain better employees. Ryan studied architecture at N.C. State University, before beginning a career in an architectural firm. He quickly began leveraging technology and process to solve new problems in creative ways, leading to the foundation of Client Savvy. He speaks at events across the nation, including national conferences such as the Lean Construction Congress, American Council of Engineering Companies Annual Convention, American Society of Quality, and the Society for Marketers of Professional Services. In 2015, Ryan also founded the Client Experience in Professional Services (CXps) group, hosting an annual conference bringing together professionals to share ideas and strategies that advance their firms’ ability to deliver differentiated client experiences, every time. 

Wednesday Keynote: Yippee! Another Day in Paradise…Driving Negativity Out of the Workplace

Liz Jazwiec, R.N., Founder and President, Liz, inc.

You’ve moved your team, they have gotten some results, and yet now things have stalled, what happens next? How do you raise the bar for you and your team? This session will reveal the lessons Liz learned about becoming a leader in difficult times. Attendees will benefit from her perspective of healthcare management and what guidance, mentoring and direction is needed from all leaders in order to achieve results and bring the team to the next level. Eliminating victim mentality at all levels of the organization begins the discussion. Then she swings into the heart of the matter, accountability. Liz’s extraordinary message will touch the leader in everyone as she talks about the tough subjects of changing behaviors, the myth of buy-in and managing morale. This session will provide great takeaways on techniques to improve responsibility and effective practices in creating organizational accountability.

Following participation in this session, learners should be able to: Describe clear-cut ways to hold staff to desired behaviors and drive results; discuss ways leaders can impact victim thinking; and acquire strategies in dealing with organizational resistance.

Liz Jazwiec, R.N. is a nationally renowned speaker, strategist and author who has shared her passion for leadership, engagement and service with audiences across the country. She is the award winning author of the bestselling books “Eat THAT Cookie!,”  “Hey Cupcake! We are ALL Leader,” and “Service Excellence is as Pie, (Perception Is Everything.)”  In 2010 “Eat THAT Cookie” was chosen as a winner of the American Journal of Nursing Book of the Year award in the leadership and management category.

She’s also been a longtime hospital officer who helped raise service scores at Chicago, Illinois’ Holy Cross Hospital from the 5th to the 99th percentile in just a few years.  Her work as vice president of patient care and as the director of emergency services was one of the key reasons Holy Cross won Fortune Magazine’s Enterprise Award for Best Business Practices in 1996.

Today, she uses that expertise to inspire other organizations interested in building a culture where excellence is driven by strong leaders and engaged employees. Many audiences describe Liz’s presentations as uplifting, motivational and fun.  However they also clearly respect her practical and experience-based style.  You’re sure to enjoy her creative and viable suggestions for addressing some of the difficult issues facing organizations today. 

Thursday Closing Keynote: How to Screw Up, Stress Out & Get Nothing Done!

Steve Bedwell, MD, Perspective Power LLC

To succeed, we need to understand why we sometimes fail. Dr. Steve oers an hilarious, highly-interactive masterclass in missing the obvious, distressing yourself and procrastinating like a pro! Drawing inspiration from a ping-pong ball, a dead housey and Shania Twain, he’ll make you laugh harder during a healthcare meeting than you ever thought possible.

Then, after this roller coaster ride of "grab ’em by the eyeballs" fun, you’ll learn Habit Hacking: A three step system for avoiding burnout and responding to leadership (and personal) challenges more mindfully. Eective, science-smart tactics explained in such straightforward terms that you can put them to work immediately; powerful and time ecient.

Steve Bedwell is a medical doctor with research training, an obsessive streak and a knack for applying science to everyday problems. He’s traveled the world teaching and conducting research, and even found himself deep in the African jungle removing an appendix under the illumination from a car headlight! Dr. Steve is also a stand-up comedian with an unparalleled ability to present cutting-edge content while being laugh-out-loud funny. This approach, education and entertainment in equal measure, has earned him rave reviews from associations, corporations and healthcare audiences across the country. 

Expect a speech that’s riveting, provocative and explosively funny…and then watch Dr. Steve sweat spinal fluid to exceed your expectations.