Details and Material from the 2016 POMS College of Service Operations Mini Conference, organised by Ornella Benedettini and Liana Victorino.

Ornella Benedettini and colleague Liana Victorino from the University of Victoria (Canada), as Vice-Presidents of the POMS College of Service Operations (CSO), organised the 2016 POMS CSO Mini-Conference. The theme of the Mini-Conference was 'Experiential Service'. The programme featured presentations from Orlando Utilities Commission (OUC - The Reliable One), IBM, Hilton WorldWide and SeaWorld Parks & Entertainment, as well as a behind the scenes tour at the SeaWorld Orlando theme park. The presentations are available below, and include material on the new IBM Academic Initiative for Cloud.

• Leveraging Technology to Revolutionize the Customer Experience - A Four Year Journey
  Roseann Harrington – VP, Marketing, Communications & Community Relations, Orlando Utilities Commission (OUC - The Reliable One)
• Creating Business Value and Intelligence in the Digital Era - Ben Amaba, Global Executive for the Hybrid Cloud Products Division, IBM
• Empower students to innovate - In your classroom and beyond 
  IBM Academic Initiative
• Hilton Worldwide Overview - A Great Place To Work
  Todd J. Fisher, Senior Manager, Talent Development, Hilton Worldwide
• Creating Experiences that Matter: Explore, Inspire, Act
  Michael Price – Assistant Curator, Fish Zoological Operations, SeaWorld Parks & Entertainment

The Mini-Conference was held in Orlando, FL on May 5 2016, the day prior to the Annual General POMS Conference.