Unlike typical speakers, Jake Poore spends most of his time in the trenches of healthcare institutions. You may find him shadowing a physician in the emergency department, learning of the needs of the sterile processing department or the delivering food with the food service team.

As Founder and President of Integrated Loyalty Systems, Jake knows what it takes to create and maintain a world-class service organization. He should...he spent nearly two decades at the Walt Disney Company helping to train and align 65,000 employees toward one end in mind: creating memorable experiences for individuals, not masses.

Through leadership retreats and hands-on workshops, Jake and his team of experts are dedicated to helping organizations achieve their goals in the areas of designing and executing cultural blueprints, defining the companies' service strategy and mapping out and operationalizing the ideal customer and employee experience.

In 2001, Jake launched Integrated Loyalty Systems and for the past 11 years, Jake and Team ILS have helped many healthcare organizations make successful cultural transformations including: University of Chicago Hospitals, UPHS-Penn Medicine, Ochsner Health System (New Orleans), MedStar Visiting Nurses (MD, DC, VA) and National Rehabilitation Hospital (DC). In addition, ILS has contributed to creating patient-centric architectural blueprints for organizations like the University of Colorado Hospitals, Jersey Shore University Medical Center and BJC Healthcare's Progress West Hospital.

Jake is faculty member for ACHE and teaches a 2-day course on the Chief Experience Officer and patient experiences. In his free-time, he enjoys sailing, skiing and photography. He lives in Orlando with his wife and their three beautiful children.

• Creating a World-Class Service Culture - Dissect the cultural DNA of corporations known for their world-class service, delivered consistently and virtually seamlessly through the eyes of the customer. Share insights on how they implement such a culture and how those insights can be hardwired to your business as well. Jake has worked at the Walt Disney Company, has analyzed Southwest Airlines, Ritz-Carlton, Nordstrom and others, and will share his insights on the secrets to their service success.
  
  
• Everything Speaks Series: Paying Attention to What the Customer Hears, Sees, Smells, Touches...and How it Makes Them Feel - From the Customers' Eyes, Which Best Describes your Organization? Everything in your organization "speaks" ... from the dead plants in the lobby, to the employees smoking in front entrance, to a messy desk with confidential files strewn all over it. We explore from the customer's viewpoint: what they hear, see, smell, and touch... and how all this makes them feel.
  
  
• Creating Legendary Leaders - In today's workplace, very few leaders are great at everything when it comes to managing people, places and processes. Learning strategies that have helped experts in a variety of managerial capacities can give you new insights into areas that may need improvement. Some of us are strategic thinkers and some of us do better with implementing tactics. In this program you'll gain insights into both. Your challenge will be to assess your own talents and strengths to determine how best to incorporate these strategies into your unique situation.