Join us at The WOW Effect CILCSA Summit

as we celebrate CILCSA's 10 Year Anniversary and National Customer Service Week!

Back by popular demand, Jack Stahlmann will be our featured keynote speaker.  There will be six afternoon breakout sessions over two time period following the keynote and a closing reception with cash bar to round out the celebration!

Schedule of Events:

Registration: 12:30pm - 1:00pm

Welcome: 1:00pm - 1:15pm

Keynote Speaker: 1:15pm - 2:15pm

Break / Networking: 2:15 - 2:30

Breakout Sessions Round One: 2:30pm - 3:15pm

Break / Networking: 3:15 - 3:30

Breakout Sessions Round Two: 3:30pm - 4:15pm

Celebration Reception: 4:15pm - 5:30pm

Keynote Speaker 1:15pm - 2:15pm

The Upside - Navigating Negativity in the Workplace

Jack Stahlman

Keynote Speaker

As we face unique problems like staffing shortages, burnout and the increasing creep of a workplace staple: Negativity. Inspired by a certification from Yale on The Psychology of Well-Being, this is the newest of Jack’s presentations, so it still has that fresh keynote smell. In a nutshell, this program is about how to navigate negativity in the workplace and Jack examines how challenging times can bring big things to anyone, if you look in the right place. But as the GI Joe Fallacy (yes, that GI Joe) demonstrates, simply seeing the silver lining is not enough. It’s the doers who find the upside. Because in a world with so much downside, you can always find a way to… up yours.

Breakout Session Options 2:30pm - 3:15pm

Approach to Enhancing the Customer Experience (CX) through NPS

Steve Peralta

Vice President of Client Engagement at Krasan Consulting

Join customer experience expert Steve Peralta as he dives into the powerful world of Net Promoter Score (NPS) and reveals how this simple yet strategic metric can transform your service delivery. In this high-impact session, Steve will unpack real-world best practices for using NPS to drive continuous improvement, build team alignment, and deliver truly “WOW” experiences that turn customers into passionate advocates.

With decades of hands-on customer service leadership, Steve brings practical insights and actionable tools you can take back and apply immediately. Whether you're just getting started with NPS or looking to deepen your impact, this session will leave you energized and ready to elevate your customer journey.

The Elusive "WOW" Effect

Julie Davis

Broker at The Real Estate Group

What exactly is that magical “WOW” that keeps clients talking, coming back, and referring others and why does it sometimes vanish without a trace?

In this thought-provoking and refreshingly candid session, seasoned real estate broker Julie Davis draws on her extensive experience in high-stakes customer interactions to unpack the lifecycle of a standout customer experience. You’ll explore:

• What “WOW” really means (and what it doesn’t)

• Where it shows up in your client journey and where it disappears

• How to recognize when you’ve nailed it

• And most importantly: how to reignite it when the spark is gone

Whether you’re in real estate or any customer-facing industry, Julie’s insights will help you turn routine touchpoints into remarkable moments that truly set you apart.

Say What Needs to Be Said: 3 Essential Steps for Tackling Tough Conversations with Confidence

Tess Fyalka

Speaker, Leadership Coach & Owner at Angle Coaching & Communication

For many frontline leaders, the toughest part of the job isn’t the workload—it’s the conversations they’re avoiding. Whether it’s giving necessary feedback, addressing performance issues, or handling conflict, the inability to navigate difficult conversations is the #1 barrier holding leaders back from building trust and delivering results.

With more than 20 years of experience in corporate training, team development, and leadership coaching, Tess Fyalka brings deep insight into the interpersonal dynamics that make or break effective leadership. Having worked with leaders from the frontline to the C-suite, she understands the challenges—and opportunities—of leading through conversations that matter.

In this session:

• You'll learn a practical, three-step framework that removes the dread from tough conversations.

• You’ll discover how to prepare, what to say, and how to say it in a way that’s clear, respectful, and productive.

• You’ll leave with a framework you can use immediately—and the confidence to stop avoiding the conversations that define great leadership.

Breakout Session Options 3:30pm - 4:15pm

Delivering World Class Service - Strategies for Success

Chris Hembrough

Chief Operating Officer at Peerless Cleaning & Restoration

Exceptional customer service doesn't happen by accident—it’s the result of inspired leadership, empowered teams, and intentional strategy.

In this energizing session, Chris Hembrough, a seasoned executive with a proven track record in organizational leadership, strategic planning, and team development, shares real-world strategies for building a service culture that truly stands out. Drawing on decades of experience leading teams and driving performance, Chris will explore how to:

• Motivate team members to consistently go above and beyond

• Foster a culture of service excellence and accountability

• Lead by example and build internal champions

• Create an “Army of Customer Cheerleaders” that amplifies your brand

Whether you're leading a small team or a large organization, this session will equip you with actionable insights to elevate your service delivery and inspire lasting loyalty.

Beyond the Game: Capturing the SCHEELS Sports Park Market with Exceptional Service

Brandon Doherty

General Manager of the SCHEELS Sports Park

The new SCHEELS Sports Park will be more than a place for thousands of young athletes to play the game they love—it will be a powerful driver of local economic growth.

This presentation explores how the influx of athletes, families, and fans can transform our business landscape, and why top-notch customer service is one of the keys to turning one-time visitors into loyal customers.

Learn practical strategies to deliver memorable experiences, build lasting relationships, and make our community the go-to destination for sports tourism and supporting your business. Let's unlock the potential of this game-changing development—together.

Troy Horton

Chief Information Officer at Illinois Department of Innovation & Technology

Thank you to all of our generous sponsors that help make this event possible!