The Four Seasons Hotel
September 29 and 30, 2004


THE REVOLTING CONSUMER

DESCRIPTION
The souring marriage between customers and business that is destroying trust and escalating the demands that each places on the other.

DISCUSSION QUESTIONS

• Is service better or worse?
• How do businesses restore trust?
• What will be the upshot of compulsive shopping and compulsive complaining?

PANELISTS

Moderator:
Anita Bruzzese, Nationally Syndicated Columnist, Gannett News Service

Panelists:
Maura Breen, SVP, Support Services - Network Services Group
Verizon Telecommunications
Dr. Eileen Hoffman, Clinical Associate Professor of Medicine, NYU School of Medicine
Lynn Martin, Chair, Council for the Advancement of Women
Deloitte & Touche USA LLP
Joanne Schram Mealia, Senior Executive , Integrated Marketing Communications
IBM Canada
Sharon P. Whiteley, CEO, ThirdAge Inc.

TREND PAPERS:
1. The Revolting Consumer