10 Year Anniversary: The WOW Effect CILCSA Summit 2025
- CILCSA
- Oct 23
- 4 min read
This year’s CILCSA Summit 2025: The WOW Effect marked a major milestone of ten incredible years celebrating WOW moments in Central Illinois! The event brought together business leaders, service professionals, and community advocates from across the region for a day filled with inspiration, connection, and growth.
Our Keynote Speaker of 2025
Back by popular demand, Jack Stahlmann kicked off the CILCSA Summit 2025 with his newest keynote, “The Upside: Navigating Negativity in the Workplace.” Drawing from a certification in The Psychology of Well-Being from Yale, Jack tackled one of today’s most pressing challenges: how to rise above burnout, staffing shortages, and the steady creep of workplace negativity.
With his trademark humor and storytelling, Jack reminded attendees that positivity isn’t about ignoring problems, it’s about transforming them. Through personal anecdotes and relatable lessons, he demonstrated that in times of challenge, there’s always an opportunity to find growth if you’re willing to look for it and take action.
Jack left the crowd inspired with his memorable message: “In a world with so much downside, find your way to... up yours.” His blend of wit and wisdom perfectly set the tone for a day built around The WOW Effect, encouraging every leader in the room to look for the upside in every situation.
Speaker Recaps for CILCSA Summit 2025
Thanks to an outstanding lineup of speakers, this year’s Summit was more than an event — it was a masterclass in leadership, innovation, and the power of human connection. Here’s how each speaker helped bring “The WOW Effect” to life...
Steve Peralta
In his breakout session, Steve Peralta broke down how to use the Net Promoter Score (NPS) to drive team alignment, improve delivery, and create customer experiences that truly WOW. His insights helped attendees see NPS not just as a metric, but as a roadmap for building loyalty and turning satisfied customers into vocal promoters.
Julie Davis
What is the WOW factor, and how do you identify it? Julie Davis took the stage to answer this deceptively simple question. She unpacked the key moments that make customers talk, return, and refer, helping businesses identify what drives lasting impressions and creates loyalty. Her session gave attendees fresh ideas for keeping the WOW alive in every customer interaction.
Tess Fyalka
Tess Fyalka challenged attendees to stop avoiding and start leading. Through her powerful three-step framework, she showed how to approach hard conversations with confidence, clarity, and composure while prioritizing facts before feelings. Leaders walked away with practical tools to navigate tough moments and strengthen trust within their teams.
Chris Hembrough
CILCSA Summit speaker Chris Hembrough reminded us that great service starts with great leadership. His session focused on how to build a culture that inspires teams, empowers excellence, and turns customers into true advocates. Attendees left with actionable insights on leading with purpose and creating service experiences that go beyond “good”, and instead, become unforgettable.
SCHEELS Sports Park
SCHEELS Sports Park prepared attendees for an influx of visitors and opportunities. Their session focused on how exceptional service can turn first-time guests into loyal customers, emphasizing the strategies and mindsets needed to make Springfield a destination that truly WOWs.
Troy Horton
AI isn’t the future, it’s here now. Troy Horton’s session explored how artificial intelligence is transforming customer service across every industry, from government to retail. He showed attendees how to introduce AI into the workplace to boost efficiency, personalize interactions, and maintain the human touch that keeps customers connected.
See the WOW for Yourself
The CILCSA Summit 2025 was more than a milestone, it was a reflection of what makes this community special. Throughout the day, the rooms were filled with meaningful conversations, thoughtful insights, and genuine connection. Each speaker brought a unique perspective while the audience brought curiosity, energy, and heart.
The day’s highlights were brought to life through video, showcasing the inspiration, collaboration, and celebration that defined this year’s Summit.
Watch the video below to experience the energy of the CILCSA Summit 2025 and see the WOW in action.
Sponsors Make Us Stronger
The CILCSA Summit 2025 wouldn’t have been possible without the support of our generous sponsors, including:
Ace Sign Company
O’Shea Builders
TROXELL
Solution Printing, Inc.
bankwithBOS
Damon Priddy - State Farm Agency
Pease's at BUNN Gourmet
Express Employment Professionals - Springfield, IL
Springfield Clinic
It’s a Wrap Gifts & Promotions
A special thank you also goes out to OOT Box Media for all of their content creation, marketing and video production to help make the event an incredible success.
Thank YOU!
As we reflect on a decade of WOW, we’re reminded that the heart of great service lies in the people who lead with empathy, collaboration, and purpose. Thank you to everyone who has been part of this journey, and here’s to the next ten years of creating moments that truly WOW! You’ve made this community what it is... and the best is still ahead!
If you missed out, be sure to join and RSVP for our next event coming up on Tuesday, November 18th: Fireside Chat with Mark Forinash, owner of Cafe Moxo.
Join the Movement, Experience the WOW
Stay connected with the CILCSA community for upcoming events, leadership resources, and training opportunities that keep the WOW alive year-round.
Visit CILCSA.org to learn more or become a member today.
