Understanding effective retail and customer service strategies is paramount to successfully making your eyecare practice stand out from the competition. The Vision Expo West Keynote series offers dynamic and relevant presentations led by visionaries both inside and outside of the optical industry:

Thursday, September 17

1:30 – 2:30pm
State of the Eye Care Industry Address
The eyecare industry and our profession is changing right before our eyes. As doctors, opticians, retailers and vision care providers, along with the entire optical community, we need to both understand and plan for these changes. Listen and learn from top industry executives representing spectacle lenses, frames and contact lenses, and gain insight on where they predict things are headed and what you can do to uncover opportunities and thrive through the changes.
Moderator: Kirk Smick, OD, FAAO
Panelists: Howard Purcell, OD, FAAO, senior vice president of Customer Development, Essilor of America, Inc.; Holly Rush, president, Luxottica Wholesale North America; Rob Meyering, vice president, Medical Relations and Operations, Bausch + Lomb
In collaboration with Bausch + Lomb, Essilor and Luxottica.
Media Partner: Vision Monday

6:00 – 9:00 pm
Alcon Air Optix Colors Education Salon
The Air Optix Colors Education Salon is an interactive certificate training and social engagement for contact lens technicians and other eyecare office staff. The AOC Education Salon will provide you the knowledge, tools, and confidence to succeed with color contact lenses to help grow your practice. This fun and interactive 90-minute course includes food and refreshments in a unique social environment. This event will be held at Mandalay Bay. Pre-registration is required. Not for credit.

Friday, September 18

1:30pm – 2:30pm
The HOW? Behind the WOW! at Retail
Retail is not a four-letter word. Retail supports your practice. Some of the strongest retail trends are already in place in your practice; make more of them. For example, you are local. “Shopping Local” is desirable to communities. Be sure you’re seen as a great doctor and a great place to shop for all eyewear and eyecare needs. Convenience is the biggest driver to any location and you own the “One-Stop-Shopping” model. Let your patients fully cross the “vision care” task off their list rather than making multiple stops.
Speaker: Anne Marie Luthro, AML Insights
Supported by: Essilor

Saturday, September 19

7:30 – 9:30 am
The Ritz-Carlton Leadership Center Presents — Memorable Customer Service The Ladies and Gentlemen of The Ritz-Carlton take service excellence to the highest levels every day. You must have your “Radar on-Antenna Up” and stay in the moment to extend personal service. This program shows you The Ritz-Carlton method for fulfilling not only the expressed but also the unexpressed wishes and needs of your customers. You will be introduced to the skills needed for authentic customer engagement. You will learn about the importance of personalized experiences that will surprise and delight your customers and can impact your bottom line. Complimentary breakfast will be served from 7:00 – 7:30 am.
Speaker: Joseph Quitoni, corporate director, Culture Transformation, The Ritz-Carlton Leadership Center
Supported by: Eyefinity