Plenaries-Keynote Speakers
Monday (May 14)
Dr. Jim Spohrer Director, Almaden Services Research, IBM Topic: Service Science, Management and Engineering (SSME): A Next Frontier in Education, Innovation and Economic Growth Dr. Jim Spohrer is the director of Almaden Services Research, with the mission of creating and deploying service innovations that matter and scale well both internally to transform IBM and externally to transform IBM client capabilities ("double win" service innovations). Service system innovation is a multi-disciplinary endeavor, integrating technology, business model, social-organizational and demand innovations (just think about the ubiquity of credit cards, and what it took to make that service system innovation global; also, too often, people focus on the invention of the light bulb, and forget about the service system innovations required to make that point technology innovation beneficial to so many). Prior to joining IBM, Spohrer was at Apple Computer, attaining the role of Distinguished Scientist, Engineer, and Technologist (DEST) for his pioneering work on intelligent multimedia learning systems, next generation authoring tools, on-line learning communities, and augmented reality learning systems. He has published in the areas of speech recognition, artificial intelligence, empirical studies of programmers, next generation learning systems, and service science. Spohrer graduated with a Ph.D. in Computer Science from Yale University (specializing in Artificial Intelligence and Cognitive Science) in 1989 and a B.S. in Physics from MIT in 1978. Abstract: Spohrer_Abstract_2007.doc External site: http://www.almaden.ibm.com/background/index.shtml?spohrer
Dr. Roland Rust David Bruce Smith Chair in Marketing / Executive Director, Center for Excellence in Service / Chair, Department of Marketing, Robert H. Smith School of Business, University of Maryland Topic: Technology and the Service Revolution Roland T. Rust holds the David Bruce Smith Chair in Marketing at the Robert H. Smith School of Business at the University of Maryland, where he is Chair of the Marketing Department and is Executive Director of the Center for Excellence in Service. His lifetime achievement honors include the American Marketing Association’s Gilbert A. Churchill Award for Lifetime Achievement in Marketing Research, the Outstanding Contributions to Research in Advertising award from the American Academy of Advertising, the AMA’s Career Contributions to the Services Discipline Award, Fellow of the American Statistical Association, the Elsevier Distinguished Marketing Scholar Award from SMA, and the Henry Latané Distinguished Doctoral Alumnus Award from the University of North Carolina at Chapel Hill. He has won best article awards for articles in Marketing Science, Journal of Marketing Research, Journal of Marketing (three times), Journal of Advertising, and Journal of Retailing, as well as MSI’s Robert D. Buzzell Best Paper Award (twice). His book, Driving Customer Equity (written with Valarie Zeithaml and Katherine Lemon) won the Berry-AMA Book Prize for the best marketing book of the previous three years. He is the founder and Chair of the AMA’s annual Frontiers in Services Conference, and was founding Editor of the Journal of Service Research. He is currently Editor of the Journal of Marketing. He has consulted with many leading companies worldwide, including such companies as American Airlines, AT&T, Chase Manhattan Bank, Comcast, Dow Chemical, DuPont, Eli Lilly, FedEx, Hershey, IBM, Microsoft, NASA, Nortel, Procter & Gamble, Sears, Unilever, and USAA. Abstract: Rust_Abstract_2007.doc External site: http://www.rhsmith.umd.edu/marketing/faculty/rust.html

Plenaries-Keynote Speakers
Tuesday (May 15)
Dr. Rias van Wyk Director, Technoscan® Centre, Minnesota Topic: The Atlas of Technological Advance Dr. Rias van Wyk is the Director: Technoscan® Centre, Minnesota, and the compiler of the Atlas of Technological Advance. Formerly, he was the Director of the Management of Technology Program, University of Minnesota. He consults internationally on corporate technology guidance, and has over twenty year of experience as executive educator and corporate director. He is a Harvard alumnus specializing in science, technology and public policy, and the author of Technology: A Unifying Code. In 2005 he received a Distinguished Achievement Award from the International Association for Management of Technology (IAMOT). Abstract: The Atlas of Technological Advance is an overview of the many strands of technological progress occurring throughout industry. It is a tool for CTOs who have to explore and navigate the technological future for their companies. In this presentation we discuss the structure of the Atlas and review the major features that it reveals. External site: http://www.technoscan.com/TSDirector.htm

Plenaries-Keynote Speakers
Wednesday (May 16)
Charles E. Vianey Partner and Americas Leader, Mid Market, IBM Global Business Services Topic: Transforming the IT Infrastructure to Generate Business Advantage: The CIO Agenda to Enable Charles Vianey serves as a Partner and Americas Leader for the Mid Market supply chain management consulting practice in IBM Global Business Services. In his current role he is responsible for business results, solution and business development, staff utilization and development. Prior to this role, Vianey was responsible for one of IBM’s global supply chain consulting practices and has held additional leadership positions at IBM in services, sales and marketing over the past 25 years. Abstract: Anyone who's ever run a business knows the importance of having lower costs and better cash flow. But unfortunately, few truly understand how much they're spending, and on what. One common trait of successful mid-sized companies is that they don’t think like mid-sized companies. This session will discuss a Management solution which helps businesses see where it makes sense to increase or decrease spending so they can deliver resources where they're needed most. Discussion will be around taking a strategic view of your business-- where you are, where you want to go and how to leverage the resources you have to get there. Highlights: Manage costs by reducing inventory Improve performance and productivity Integrate your processes with your suppliers to increase collaboration
Michael Murkowski Vice President, Marketing, Customer Service & Customer Technology Fedex Topic: Enhancing Customer Experience through Service Innovation Michael Murkowski is the Vice President of Marketing, Customer Service, Customer Technology & Experience for the FedEx Express, Latin America & Caribbean Division, headquartered in Miami. He is responsible for regional and pan-divisional advertising, strategic planning, marketing analysis, customer service and experience, E-commerce marketing, new product development, customer automation and media relations. Mike holds a Bachelor's degree in Political Science from Willamette University in Salem, Oregon, and a Master of Business Administration in International Business Management from American Graduate School of International Management. Abstract: You may think shipping when you see FedEx, but the express transportation giant pioneered much of the technology used in the express industry today. FedEx has led the industry for more than 20 years with significant innovations, including the SuperTracker, PowerPad, FedEx shipping software and an interactive Web site widely noted as an example of excellent customer service on the Internet. But what the largest cargo airline is mostly known for their unique approach to providing an outstanding customer experience throughout 220 countries and territories. Michael Murkowski, Vice President of Marketing at FedEx will share with us how decades of service innovation have led to delivering an absolutely, positively enhanced customer experience.

Plenaries-Keynote Speakers
Thursday (May 17)
Dr. Rafik Loutfy, Professor & Walter Booth Chair of Engineering Entrepreneurship & Innovation, McMaster University Topic: Taking Technology to Market: Xerox Experience Transferred to Educational Program--Developing scientists and engineers to be successful entrepreneurs Dr. Loutfy is a Professor and the Walter Booth Chair of Engineering Entrepreneurship & Innovation at McMaster University. He joined McMaster University after a long and distinguished career with Xerox Corporation. Most recently, he held the position of Corporate Vice President and Director of the Xerox Research Centre of Canada (XRCC). He received his Ph.D. from the University of Western Ontario and MBA from the University of Toronto. Dr. Loutfy obtained his BSc. and MSc. from Ain Shams University. He is the holder of more than 43 patents and has published more than166 scientific articles. Abstract: Training a new generation of engineers and scientists to recognize and develop new technologies and to take the technologies to market is a challenge faced by many countries. The Xerox Centre for Engineering Entrepreneurship & Innovation was established by the Faculty of Engineering at McMaster University to do just that. We adopted industry proven technology-to-business creation methodology, developed at Xerox, into academic environment. The graduate program is in its second year of operation. We will share the model and experience of creating a unique program to train scientists and engineers to become successful entrepreneurs.