Dennis Snow, Mary Malone, and Marcia Johnson
Dennis Snow’s customer service abilities were honed over 20 years with the Walt Disney World Company. There, he developed his passion for service excellence and the experience he brings to the worldwide speaking and consulting he does today. Snow is a full-time speaker, trainer and consultant who helps organizations achieve goals related to customer service, employee development and leadership. Some of his clients include Huntington Bank, Blockbuster Video, BMW Financial Services, Florida State University and Johns Hopkins Hospital. His articles appear in a number of industry publications and he is a featured guest “expert” on customer service, on several business news-talk radio shows. He is the author of the book Lessons from the Mouse: A Guide for Applying Disney World's Secrets of Success to Your Organization, Your Career, and Your Life.
Mary Malone is a passionate advocate for transforming patient and family experiences with all aspects of the healthcare system. In her roles of catalyst, coach and consultant, she helps healthcare leaders integrate the patient/family perspective into both strategy development and performance improvement initiatives. Her emphasis is on improving patient experiences by creating and sustaining a culture of "patient-inspired excellence" and inspiring the hearts of health care professionals. In her search for "best practices" she's visited nearly 1,000 hospitals and affiliated organizations. An insightful strategist, Malone writes and speaks often about a wide range of topics in healthcare leadership and service improvement. She is a sought after commentator on the future of customer service in healthcare and gives several hundred presentations each year to hospitals, healthcare organizations and professional societies. She's widely recognized as an expert resource for individuals and teams helping to create Wow experiences for patients, families, physicians and healthcare professionals. Her 30 years of experience in health care include working on a food service tray line and serving as a unit secretary, a nurses' aide and several administrative positions. Malone received an M.S. in health systems management from Rush University in Chicago, IL, and her Juris Doctor from the University of Notre Dame Law School. She also holds a B.S. in biology and a B.A. in anthropology from the University of Notre Dame.
Marcia Johnson is the SVP/ Corporate Operations Officer for Glacier Bancorp Inc.