Plenary Sessions

To stay on the cutting edge in the world of credentialing, we need to offer the best customer service possible. The challenge is that one size doesn't fit all and we now have four unique generations of customers - each with their own definition. The best customer service providers today understand what "service" means to each generation

Gain a distinct competitive edge in credentialing by learning first hand from best-selling author and generational expert David Stillman who the Traditionalists, Baby Boomers, Generation Xers, and Millennials are in your customer base. Through humorous anecdotes and real-life examples, David's engaging presentation will teach us how to capitalize on emotional connections to make every generation's customer experience a positive one.

David Stillman (Generation Xer) is co-founder with Lynne Lancaster of BridgeWorks, a company dedicated to speaking and consulting on generational issues for organizations ranging from AARP to the IRS to MTV. For over a decade he has been called on by business executives, politicians and the media to share his expertise on how to bridge generational gaps. His work has earned him gold medals at the NY Film Festival and he was recently named as one of “200 People to Watch.” Lynne and David’s new book, The M-Factor recently made the INC. Magazine best seller list.

Closing Plenary Session: ICE Research Summit
Friday, November 11
8:00 a.m. – 10:30 a.m.

Keynote Speakers: Members of the ICE Research and Development Committee

Join members of the ICE Research and Development Committee to hear the latest research being conducted in the credentialing industry! Plan to attend the ICE Research Summit to hear the latest on recertification trends, to gain organizational benchmark data and best practices, and to impact the ongoing ICE research agenda. This interactive summit will feature audience polling, so bring your smartphone! As a participant of this session you will receive a free copy of the Best Practices in Certification Report releasing fall 2011.

Below are details of the topics being covered:

The Best Practices in Certification

All attendees at the Research Summit will receive a free copy of the newly published consensus document on best practices in certification. However, this session will focus on certification practices on which the certification community did NOT demonstrate consensus. We will poll the audience on these practices as part of the general discussion of these practices.

Research into Codes of Ethics

Learn the ins and outs of ethics policy and procedure in this Committee research presentation on the role of codes of ethics in certification. Take this useful information back to your own programs to ensure the relevance of your ethics programs.

Methods for Ensuring Continued Competence

Catch an update on the Committee’s analysis of continuing competence and recertification programming. Then share your experience and opinions on the expectations of stakeholders, the role of assessments, continuing education, and other recertification program topics.

What the Chief Financial Officer Needs to Know

The Committee is currently analyzing what industry benchmarks are critical to Chief Financial Officers of credentialing organizations. Contribute to this work real-time during the discussion.

Credentialing Program Management Strategies

Maximize the value of the Committee’s research into credentialing management strategies by participating in this early-stage discussion.

Credentialing Industry Library

Would you like to share your organization’s research with other credentialing organizations? Learn how to post your reports to the library that the Committee is starting.

As a reminder - Bring your smartphone to participate in Research and Development Committee projects using our interactive audience polling programs. There will also be an opportunity for attendees to contribute to the ongoing ICE Research Agenda – please come with your ideas!