8:30am – 9:25am

Breakfast

9:25am – 9:30am

Argyle Executive Forum Opening Remarks

9:30am – 9:35am

Introducing Lynn Costlow:

Sharon Daniels
President and CEO 
AchieveGlobal

9:35am – 10:05am

“Want to Create a Better Customer Experience?  Start by providing it to your Associates”

Lynn Costlow
Vice President, Customer Service
U.S. Cellular Corporation

10:05am – 10:10am

Introducing "Making the Call Center a Pivotal Contributor to Corporate Success" Panel Discussion:

Lindsay Johnston
Vice President, Key Accounts
Salesforce.com

10:10am – 10:55am

Panel Discussion

"Making the Call Center a Pivotal Contributor to Corporate Success"

The old saying, “the customer is always right” is more important than ever in a competitive and difficult economy.  The customer experience is becoming a critical strategic cornerstone for organizations.

Session topics may include, but are not limited to:

• Examine customer interaction across all channels, not just within the traditional four walls of the contact center; new communications devices, social networks and online communities have changed the way consumers behave
• Successfully making your call center a pivotal contributor to corporate success and strengthening customer loyalty
• Real-time communication and access to information are essential elements to delivering a differentiating customer experience
• The contact center’s role in this new environment will expand and touch key functional areas of the enterprise since they have the established processes and tools to measure and optimize to provide the visibility, insight and control and are able to offer customer insight to the rest of the business
• Benchmark some of the vital tactics and tools organizations use in order to strengthen their customer satisfaction metrics

Moderator:
Michael Kropidlowski
Senior Product Marketing Manager
Aspect

Panelists:
Sherry Ellies
Vice President Customer Development
Kimberly-Clark Corp.

Patrick O'Shea
Vice President Acquisition & Retention
TXU Energy

Scott Quigley
Vice President of Sales and Customer Care
Travelocity

11:00am – 11:20am

"Migrating Customer to the Web"

Tom Floodeen
Senior Director, CRM Product Marketing
Oracle

11:20am – 11:50am

Coffee Break

11:50am – 12:35pm

Panel Discussion

"Driving Customer Engagement with Next Generation Customer Care"

Session topics may include, but are not limited to:

• What are new technologies and trends that were seen in 2011 and will be seen in 2012?
• How has technology changed the way organizations interact with customers?
• With the proliferation of mobile and connected devices, how should companies approach their mobile self-service strategy
  - How do companies increase the discoverability and utilization of their app while attaining a real ROI on their mobile strategy?
  - What other factors do companies need to consider when delivering a mobile self-service experience–security, other inputs, brand/experience consistency?
• What are the best practices for companies who wish to deliver a successful cross channel self-service customer experience?

Moderator:
Daniel Nordale
VP Enterprise Marketing
Nuance Communications, Inc.

Panelists:
Jerry Conerly
VP Customer Care Americas
TNT USA Inc.

James Davis
Vice President of Customer Services
Hawaiian Holdings Inc.

Carmine Izzi
Vice President and General Manager
Arise Virtual Solutions Inc.

John Knieriem
SVP, Customer Experience
Wells Fargo

12:40pm – 1:00pm

"Experience Orchestration for Consumer 2.0 - Why Current Routing Technology is a Growing Liability for Your Brand & Profitability"

James Frey
Director - Customer Experience Solution Sales
Avaya

1:00pm – 2:00pm

Lunch

2:00pm – 2:45pm

Panel Discussion

"The State of Insight: Actionable Intelligence in Customer Service"

With the proliferation of new, modern service channels and rising consumer expectations, organizations are spending more than ever servicing their customers. 

Session topics may include, but are not limited to:

• How can companies capitalize on the exponentially growing customer data generated across channels to identify cost saving and revenue-boosting opportunities?
• Are you able to combine social media data with enterprise data and customer interactions across all channels?
• Successfully incorporating emerging channels into existing care strategies (social media, mobile applications)
• Improving online and self service channels to reduce cost
        - Ensuring cost-cutting measures don’t sacrifice quality and satisfaction
• Are you concerned about your company’s ability to access and consolidate massive amounts of unstructured customer data?
        - How important is the immediacy of data to your organization?

Moderator:
Ed Shepherdson
Senior Vice President, Enterprise Solutions
Coveo Solutions

Panelists:
Peter Flynn
VP Worldwide Customer Services
Stratus Technologies

Mark Mitchell
Managing Director of Customer Experience
American Airlines

Cory Overman
Vice President, Customer Service
Santander Consumer USA

2:50pm – 3:20pm

Dolf Berle
President & Chief Operating Officer
Dave & Buster's Inc.

Interviewed by:
Sharon Daniels
President and CEO
AchieveGlobal

3:25pm – 3:55pm

“Developing Customer-Centric Business Strategies (in 140 Characters or Less?)”

Bob Azman
Senior VP, Customer Experience and Education
Thomson Reuters

3:55pm – 4:00pm

Argyle Executive Forum Closing Remarks

4:00pm – 5:00pm

Cocktail Reception