Keynote Speakers Selected for The Beryl Institute 2009 Conference, “The Pursuit of Excellence”

(DALLAS, TX) — The Beryl Institute announced the keynote speaker lineup for its 2009 conference, "The Pursuit of Excellence," the premier conference dedicated to improving customer service in healthcare. The conference will be held March 31-April 3, 2009, in the Dallas/Fort Worth Metroplex.

Each of the four keynote speakers have a passion for exceptional customer service, are visionaries in their industries, and offer unique perspectives from which all attendees can benefit. Speakers include:

• Cynthia Williams Young, Southwest Airline's senior director of labor relations, guards the company culture and integrity of the company's internal mission statement by consulting with team members responsible for communicating the Southwest labor message, "Success is a Partnership." She also assists with identifying and solving leadership and teamwork challenges that jeopardize productivity, morale or the company's unique culture.
• Chuck Lauer, author, motivational speaker and former publisher of Modern Healthcare, is a constant ambassador for better customer service. His two books, Soar with the Eagles and Reach for the Stars, explore the qualities that define personal success, principles of success in action, and anecdotes from both personal and professional life that connect with his audience.
• Dr. Bridget Duffy, chief experience officer at Cleveland Clinic, advances the "Patient First Initiative" by creating a culture that addresses the emotional and physical experience for the patient, restores empathy as a core value, and recognizes and rewards employees for delivering an excellent patient experience.
• Robert Reiss, founder and host of The CEO Show, interviews America's top CEOs who have reinvented industry through exceptional customer experience. Prior to The CEO Show, Reiss was a management consultant with a focus on healthcare. He coined the term, "customer experience organization" and created the highly successful sales training program, "How to Sell to the CEO." Reiss recently published Managing Health Today Magazine and co-authored Golf & The Art of Customer Service, a business fable linking best practices in healthcare customer service to golf principles.

"Healthcare organizations are increasingly looking for ways to improve the patient experience," said Paul Spiegelman, executive director for The Beryl Institute. "These industry leaders bring fresh perspective along with practical ideas that are universal to any industry."

In addition to the thought-leading keynote speakers, "The Pursuit of Excellence" will feature interactive breakout sessions, case studies, roundtable discussions and activities that provide actionable insight into ways healthcare organizations can deliver superior customer service.

Conference attendees receive early registration pricing before Jan. 15, 2009: $425 for the first attendee and $395 for subsequent attendees from the same organization.

About The Beryl Institute

Founded in 2006, The Beryl Institute is the research and educational arm of The Beryl Companies, the leading provider of outsourced call center services in healthcare. The mission of The Beryl Institute is to improve customer service in healthcare. For more information about The Beryl Institute, go to www.theberylinstitute.net.