2013 Customer Care Leadership Forum: Fall Event
2013 Customer Care Leadership Forum: Fall Event
November 13, 2013 - New York, NY
JOIN LIKE-MINDED PROFESSIONALS IN YOUR FIELD FOR A FULL DAY OF LEARNING. EXPLORE CUTTING EDGE CONTENT AND EXPAND YOUR NETWORK WITH THE BEST AND BRIGHTEST EXECUTIVES IN THE REGION!
Although today’s economic landscape is forcing organizations to carefully examine and reduce their costs, the need to put forth a customer-first approach to business is more important than ever. It is the role of senior customer care and contact center executives to keep up with the challenges inherent in this constantly evolving industry. Argyle Executive Forum is pleased to present the 2013 Leadership in Customer Care New York Forum: Fall Event, where executives will discuss ways to succeed, including leading the charge to create a proactive strategy for cutting costs while focusing on customer concerns, understanding how social media is paving the way for the future, as well as how customer service executives are advancing the overall business objectives.
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This event will feature insights from top executives, including:
Jive Software View Bio »
Tim Albright is a ten-year veteran of Cisco, where he was the business owner for Cisco’s largest online community, the Cisco Support Community (CSC). After migrating the community to Jive, community traffic more than quadrupled, drawing well north of 2.5M unique visitors each month. Tens of thousands of questions were answered in the forums, deflecting cases from Cisco’s call center support organization, the Technical Assistance Center (TAC).
In addition to the support community, Tim also led or partnered with numerous internal, external, and “gated” communities, driving significant ROI in case avoidance, customer satisfaction, product feedback, and numerous employee efficiencies. He has deep experience in all areas of support, knowledge management, web 2.0 and social media, and social business use case definition. He has driven collaboration at all levels of business.
Since joining Jive in November 2010, Tim has brought his practitioner’s perspective to more than 300 customers and prospects to help them define social business solutions and measure real business impact.
Tim is also a trained anthropologist and ethnographer who studied pre-Columbian art, architecture, language, and writing systems. His field work focused on the living ancestors of Maya and Mixtec Indians in Mexico and Central America. He lives in New York City with his wife, where they enjoy art, architecture, history, theater, culture, and food & wine.
Thomson Reuters View Bio »
Bob Azman, Senior Vice President, consults with Thomson Reuters’ business units on developing and implementing strategies to improve their overall customer experience. Prior to this role, he had responsibility for the Customer Experience organization supporting the Legal, Government, Risk and Compliance and Intellectual Property Solutions businesses within Thomson Reuters. He contributed to the development of the overall customer experience strategy as well as managed the Customer Service, Customer Technical Support, Reference Attorneys, Education, Training and Development and Client Implementation Services functions. Customer Experience is a global organization with customer contact centers located worldwide. Before joining the company in 2007, Bob held executives roles at Ceridian Corporation, eFunds Corporation and Deluxe Corporation.
Bob earned both his MBA and bachelor’s degrees from the University of St. Thomas in St. Paul, MN. In his spare time, Bob is a guest lecturer in the executive MBA programs at both the University of Minnesota Carlson School of Business and the University of St. Thomas Opus School of Business. He is currently developing seminars for executive education programs at universities focused on developing effective strategies to drive improvements in a company’s customer experience. Bob is also a certified University of Minnesota Master Gardener.
Northeast Utilities View Bio »
Jessica Brahaney Cain has nearly 20 years of experience implementing, improving and operating customer experience processes and building highly engaged teams in the energy industry. She has worked for Accenture, The Structure Group and currently works for Northeast Utilities, where she is the Director of Customer Strategy & Change Integration. She is responsible for customer strategy, the digital customer experience, project and change management, executive complaint process improvements and best practice customer research.
Medallia View Bio »
Elizabeth Carducci is a Vice President at Medallia, working with sales, solutions and services to provide program guidance to strategic clients. She has been with the company since its inception garnering deep knowledge in the customer experience management space. Elizabeth’s domain expertise, combined with functional experience in market research and technology and senior management experience of globally distributed organizations and contact centers, makes her uniquely qualified to advise large distributed enterprises on strategic options to drive enhanced customer satisfaction and business results.
While at Medallia, Elizabeth has held many roles, most recently as Vice President of Insights, building the function from scratch and leading numerous consulting projects for clients, including customer experience audits, program roadmap development, linkage studies, data collection tests, and key driver analyses. In addition, she has led or participated in the development of many proprietary methodologies, including Medallia’s approach to benchmarking, historical scale conversions and CEM best practices framework.
Prior to building the Insights function, Elizabeth was the Vice President of Client Services for Medallia’s Hospitality, Travel & Leisure Practice Group, setting the strategic direction for Medallia’s efforts in these industries. She has been a key executive involved in implementing VOC programs for national and global hotel and travel companies, including Hilton Worldwide, Four Seasons, Hyatt, Best Western, Omni Hotels & Resorts and Carnival Cruises. Under Carducci’s stewardship, Medallia has become the leading provider of customer experience management solutions to global hospitality companies. Elizabeth joined Medallia in 2001 as head of business development.
Prior to Medallia, Elizabeth was Vice President of Distribution Marketing for Starwood Hotels and Resorts Worldwide, where she was responsible for the worldwide distribution organization of the hotel group, and had general management responsibility for a global contact center organization generating over $1B in annual revenue. Prior to that, she worked at ITT Sheraton in various roles in operations, strategic planning and brand marketing. She began her career as a Senior Consultant at Deloitte & Touche, conducting numerous strategy, marketing and operations projects across multiple industries.
Elizabeth holds an MBA from Stanford University and a BS in Electrical Engineering from the Massachusetts Institute of Technology.
21st Century Insurance and Financial Services, Inc. View Bio »
Currently Vice President, Operations, 21st Century, responsible for Sales/Service contact centers in Wilmington, DE, Grand Rapids, MI, and Phoenix, AZ. Other functions reporting to Alan include: Voice of the Customer, Underwriting, Premium Accounting, Assigned Risk, Special Services, New Business, Imaging, Print, and Assembly.
Prior to joining 21st, Alan worked for GE Auto and Home where he earned his Six Sigma Master Black Belt certification and held a number of widely varying positions.
Alan received his undergraduate degree from Pennsylvania State University and his MBA from LaSalle University. Alan and his wife Laura have three children and currently reside in Hatfield, PA.
Lithium View Bio »
In almost two decades of work, Joe has arguably touched more customer-facing social efforts than anyone in the world. More than 300 companies on four continents have created successful programs by following his advice and guidance. As Chief Community Officer, Joe plays an ongoing role in advising customers and in guiding the people at Lithium who help ensure our customer’s success.
Joining Lithium in 2006 as Vice President of Community Management Services, Joe helped enhance Lithium’s deployment process by adding a management track that ensures customers have the policies, processes, and structure they need for success. These elements help companies get the world’s best results from the world’s leading enterprise social media platform. Since that time, he played a key role in the development of our moderation and social media success consulting services, in which Lithium consultants work side by side every day with customers with largest, most ambitious, and most innovative social programs. In 2012 he created Lithium’s first certification program, and since then has certified more than 500 social media and community managers in training sessions around the world.
Before joining Lithium, Joe held management consulting positions at Ernst & Young and Arthur Andersen, and served as Vice President of Research at Participate Systems . He has also conducted research alone and with academic partners and shared his findings in publications including Sloan Management Review, Strategy & Leadership, eConsultancy, and the Journal of Computer-Mediated Communication. His work has been cited in more than 50 books on the subject of online community, social media, online commerce, and knowledge management, and is the author, with Dave Evans, of Social Customer Experience, which will be published by Wiley in April, 2014.
Joe holds an M.A. from the University of Michigan and a B.A. from the University of Toledo.
Pepco Holdings, Inc. View Bio »
Charles is responsible for customer satisfaction and revenue management processes along with transmission and distribution construction, operations and maintenance processes, and Support Services functions (Supply Chain, Materials and Logistics Management, Facilities, Fleet, Human Resource Services and Disbursement Accounting) for PHI’s 1.9 million customers across its three regulated (gas and electric) utilities.
PHI is one of the largest energy delivery companies in the Mid-Atlantic region.
Prior to assuming his current role he served as Vice President Customer Care responsible for leading the creation and execution of strategies and practices that resulted in successful outcomes across multi jurisdictions for meter services, billing services, energy procurement, marketing, advertising, energy efficiency, demand response and customer relationship management functions along with credit, collections & remittance.
He has held several senior positions including, Vice President Strategic Planning and Chief Risk Officer, Vice President Gas Delivery and Director – Diversity & HR Strategic Planning.
From 1999 – 2001 Charles led Pepco’s Customer Operations Division; during which time Pepco was recognized as an industry leader in customer care. In this capacity he helped lead the company to the #1 status for the JD Power and Associates "Customer Satisfaction Survey" and Pepco winning Call Center Magazine's "Best Call Center of the Year" in 2001; he was also named Call Center Magazine's "Manager of the Year".
Charles has a BS degree in Mechanical Engineering and a MS in Applied Management both from the University of Maryland. He is a licensed First Class Steam Engineer in the State of Maryland, a past member of the Editorial Board for Call Center Magazine, and a past member of the Diversity Best Practices Leadership Council and a Board member for the award winning PowerCentsDC Smart Metering Project. Presently, Charles serves as a member of the Board of Trustees for the Treatment Learning Center, on the Aclara Client Advisory Board and as an Adjunct Professor for the University of the District of Columbia’s School of Business.
Aspect View Bio »
Nancy is an accomplished, entrepreneurial executive with over 25 years of experience in general technology management, product innovation, marketing, research, business development and strategic planning in the software industry. Her career prior to Aspect spanned positions in both product development and marketing, in application areas covering survey research and enterprise feedback management, predictive analytics and data mining, and intelligent search and text analytics. At Aspect she is Vice President of Solutions Marketing, having responsibility for defining and implementing programs for introducing Aspect solutions to the marketplace that effectively address customer business problems and use cases.
Public Service Electric and Gas Company View Bio »
Joseph A. Forline was elected vice president – customer solutions of Public Service Electric and Gas Company (PSE&G) in December 2006. Prior, he was vice president – customer operations and division manager – gas operations. He is responsible for customer satisfaction, marketing and market strategy, customer contact, and meter to cash functions. He is also responsible for developing and managing PSE&G’s solar and energy efficiency programs.
Mr. Forline has worked for PSE&G for more than 28 years and has a broad background in electric and gas operations, customer operations, and the appliance service business. His areas of expertise include Customer Satisfaction Programs, Business Process Improvement and Best Practice Implementation.
He is an active member of the customer service executive committees for the American Gas Association, the Edison Electric Institute, and Customer Service Week. Mr. Forline led the implementation of the SAP CCS Customer System for PSE&G in 2009, which has been identified as the most comprehensive SAP implementation ever in North America, and in 2010 was awarded the Customer Service Week Expanding Excellence Award for Best CIS Implementation.
Mr. Forline is a member of the board of advisors for the Rutgers Camden School of Business, the Board of Directors for the March of Dimes New Jersey Chapter, a board member for the United Way of Burlington County and the Board of Trustees for the Cooper Hospital Foundation in Camden. He also supports economic development on the Camden waterfront as a board member for the Coopers Ferry Development Corporation. He is a graduate of the Leadership New Jersey Program, class of 2006.
Mr. Forline has a Bachelor of Science degree in engineering from Rutgers University – College of Engineering, and a Masters of Business Administration degree from Rutgers University. He is also a graduate of the University of Michigan Executive Development Program. He earned his Certified Energy Manager credential from the American Association of Energy Engineers in 2010.
Mr. Forline is active in youth athletics, is a former president of the Moorestown, New Jersey, Youth Football Association and coaches youth travel basketball in Moorestown.
Mattersight View Bio »
David Gustafson has been the Vice President of Marketing and Product Management at Mattersight Corporation since 2012. Mr. Gustafson has responsibility for marketing, product management, sales support, and strategic partnerships and alliances at Mattersight Corporation. In his twelve years at Mattersight, Mr. Gustafson has held a number of positions, most recently Vice President of Business Delivery, responsible for the deployment and support of Mattersight’s ... solutions. Prior to joining Mattersight, Mr. Gustafson worked as a financial analyst at ABN AMRO North America in the office of the Chief Financial Officer.
Windstream View Bio »
Les Harrell is Vice President, Business Customer Service and Financial Services at Windstream Corp.
Windstream Corp. (Nasdaq: WIN) is a leading provider of advanced network communications, including cloud computing and managed services, to businesses nationwide. The company also offers broadband, phone and digital TV services to consumers primarily in rural areas. Windstream has more than $6 billion in annual revenues and is listed on the S&P 500 index.
Les has been a transformation-driven Customer Service executive at 3 major telecommunications companies for 24 years. He began his career after education at University of North Carolina, East Carolina University, and University of Southern California with Sprint Wireline, now CenturyLink. In 2003, Les was recruited to become Assistant Vice President of Sprint/Nextel Corp where he transformed B2B organic and outsourced customer service centers into dynamic solutions-driven teams, reduced B2B churn, and improved acquisition costs in a sales & service quota-bearing environment world-wide.
Les' current energetic leadership at Windstream has driven significant sales increases in SMB space, unified CLEC and ILEC strategies, elevated offer rates north of 75%, blended inbound and outbound life-cycle leadership, and he also served to create a top tier VIP team for Windstream's largest accounts in a multi-media context.
Les lives in Charlotte, NC and has 3 daughters, plus a Doberman puppy and a Louisiana Catahoula Leopard.
Genesys Partners View Bio »
Ian Jacobs helps craft the vision and messages for Genesys’ customer experience products. These include Genesys’ voice channels, as well as newer digital channels, including social, Web, email and mobile products and solutions. He explores the intersection of technology, culture and process, as well as the ways consumers embrace and live with new channels. With this mandate, he helps define the direction for future Genesys solutions.
Ian speaks regularly to customers, prospects, partners, press, and analysts about best practices and trends in customer care.
Prior to joining Genesys, Ian held several senior-level analyst positions in the contact center and CRM space. Most recently, he was a principal analyst at Ovum spearheading an effort to focus on business benefits and drivers for customer interaction technologies. He brings with him 20 years’ experience as a marketer, journalist, and analyst in the enterprise software market.
CA Technologies View Bio »
Stacy is vice president, Customer Intelligence at CA Technologies, responsible for ensuring that the “voice of the customer” drives key business initiatives. In her previous role she was vice president, Executive Office for the executive vice president of the Mainframe and Customer Success Group. In this role she was a trusted advisor responsible for managing and leading strategic business support activities and special projects.
Stacy has held various senior level positions since joining CA Technologies in 1996. Previously, she served as the vice president of Corporate Strategy, where she was responsible for managing the corporate strategic planning cycle. She started off with responsibility for leading the strategy executive program office, ensuring that we were delivering on commitments to the company’s Board of Directors. Additional roles include VP of Global Sales Operations, Executive Advisor to previous CEO John Swainson, and VP of M&A Integration.
She received a Bachelor of Science degree in Management Computer Information Systems from Hofstra University. Follow Stacy on Twitter @thegrandkouba or connect on LinkedIn at http://www.linkedin.com/in/stacykouba/.
Sirius Satellite Radio View Bio »
Speaker bio coming soon...
Hewlett Packard View Bio »
JC Quintana serves as HP Enterprise Services (BPO) Chief Innovation Executive for Customer Relationship and Customer Experience Management. In his role, JC leads HP’s efforts in CRM and CEM technology and strategic innovation for customers worldwide. He is the author of the book CRM to the People: Speaking Frankly About Customer Relationship Management.
EMC View Bio »
Brace Rennels has been an early adopter on the leading edge of innovative digital marketing over the last 5 years. He introduced the concept of the social marketing journey to several companies, educating executives on the value of peer engagement to drive innovation, improve product quality, shorten sales cycles and ultimately increase revenue. His passion for this next generation of the social journey changed how these companies thought about transparent collaboration as well as the need to fund social community initiatives to build an army of brand advocates.
In just a few years as EMC’s Director of Social Community Strategy he leveraged big data and behavior analytics from the community to prove that companies who engaged in the community had an average purchase price 240% greater than those companies who are not members of the community. Being responsible for corporate strategic direction for both internal and external communities with over 270K members, Brace presented this data to executives and was able to secure a 2000% increase in funding for social community initiatives.
Prior to EMC, Brace was Director of Marketing for mindShift Technologies, the leader in cloud hosting solutions, and helped redefine the marketing techniques and strategy of the organization. During the short period the marketing team changed it’s messaging, simplified the website structure, improved calls to action, eliminated ineffective marketing spend and optimized the SEO strategy to broaden product awareness.
For approximately the last decade He was a technical resource and knowledge expert for the marketing department and soon became Sr. Manager of Global Website Strategies at Double-Take Software. These responsibilities included developing and launching global social media programs, SEO and web marketing initiatives as well as cutting edge strategies.
Brace has outstanding leadership ability and strong expertise building high performing teams that excel at execution. Recognized for applying innovative solutions to address unique business challenges, Brace is agile in his management approach to effectively achieve enterprise objectives.
Also and accomplished writer, blogger and author for several publications on various marketing, social media and technical subjects such as industry trends, social and digital marketing strategies, leadership, cloud computing, virtualization, disaster recovery and business continuity. Publications include CIO.com, Enterprise Storage Journal, TechNewsWorld, Sys-Con, eWeek and Peer to Peer Magazine.
Read more writings @ bracerennels.com or Google Brace Rennels
EmblemHealth View Bio »
Suzanne Ronner is the Vice President of Customer Service Experience for EmblemHealth, the largest health insurer based in New York State serving nearly 3.4 million people with over 92,000 providers in 150,000 locations across the tri-state region. Suzanne provides vision, leadership and overall direction for EmblemHealth’s operations that service members, providers, brokers, agents and benefits consultants.
She serves as primary customer advocate, and manages the development and introduction of customer policies that promote customer retention and loyalty and reflect key business priorities. She oversees all customer contacts within their multi-site environment and is proficient in translating customer-centric initiatives to revenue, retention and bottom line enterprise growth.
Prior to joining EmblemHealth, Suzanne worked for Reader’s Digest Association, Inc., where she served at the Global Customer Experience leader for operations in 21 languages in 78 countries, serving over 130 million customers. Additional business experiences include extensive customer care and management within Kraft Foods, The New York Times and several call center outsourcing providers.
Suzanne speaks frequently at industry events and has published articles for the Direct Marketing Association (DMA) and the Society of Consumer Affairs Professionals (SOCAP). Suzanne also serves on the Board of Directors for the New York metro chapter of PACE – Professional Association for Customer Engagement ( formerly known as ATA).
eGain Communications Corporation View Bio »
David Stanley-Jones, Director Strategic Solutions
David has over 20 years of experience in knowledge management, product and project management, training and development, B2B/B2C helpdesk support, and business analysis. He has helped more than 130 companies around the world achieve bottom line results, apply new concepts, and analyze their data in a way that their people and clients were the beneficiaries. He first wrote a white paper on Expert systems in 1977 and has been intimately involved in Knowledge Management systems since 1989. David joined eGain in 2011.
David leads the Strategic Solutions team, supporting the needs of eGain’s major clients and prospects. The focus is on helping companies understand a vision of what could be, guide them on how to implement a new solution and then help them maximize the value of the results being obtained by optimizing not only the technical components but also the user experience.
A partial list of David’s clients over the years include:
Mortgage, Insurance, and Finance: Fannie Mae, Fiserv, Intuit, PayPal, Safeco, USAA, VeriSign
Healthcare: Genentech, Lehigh Valley Health Network
Telecommunications: AT&T, Deutsche Telecom, France Telecom, KPN, Sprint, T-Mobile, Vodafone
Other: BMW, Boeing, Dell, Hitachi, HP, Intel, Microsoft, Motorola, PepsiCo, Shell, SHL Systemhouse, Starbucks, Tesco, Trane, Volvo
David has a Bachelor’s Degree in Geophysics from the University of British Columbia. He is a certified Help Desk Manager, an HDI Authorized Training Partner, and is certified in ITIL IT Service Management. He was a contributing author to Version 1 of Knowledge Centered Support (KCS) in 1996. In 2003, he received the Consortium Innovator Award by the Consortium for Service Innovation. He has had more than 40 speaking engagements in the past 15 years.
Amica Mutual Insurance Co. View Bio »
In 1999, Lee Valentini opened Amica Mutual’s first contact center with a staff of six. Prior to his role as Director of Voice and Service Center Operations, he worked for Amica in its Claims Executive Department serving as both a property and casualty examiner.
In his current role, Lee has oversight responsibility for Amica Mutual’s three contact centers (Lincoln RI with a staff of 170, Spokane, WA which staffs 80 and Indianapolis, IN with a staff of 30). In addition, in 2008 Lee brought Amica’s Voice Operations team under the Service Center umbrella in order to manage the corporate vision of call routing throughout Amica’s 40 countrywide locations. Lee and his Voice Ops team have managed the transition of the organization’s VoIP telephony platform, through overall design of its telephony topology and management of the customer experience. Doing so involved numerous touch points with respect to customer interaction through various delivery channels. Utilizing a single ACD which distributes calls countrywide to an agent population of 2000, Amica has redefined their approach to staffing multiple locations in order to more efficiently handle routine customer contact as well as catastrophe calls. During Hurricane Irene in 2011, Amica answered 3000 catastrophe First Notice of Loss calls within 24 hours with < 0.01% abandon rate and a 99/20 service level while concurrently handling its normal call volume from those customers unaffected by the storm. In coordination with its recently rolled out “Electronic Claim File” (the ECF project code named Every Customer First), Amica has shifted calls and work (rather than staff) throughout the enterprise, resulting in maintained staff retention without associated individual location staffing shortages or overages. Through the use of a real time chat feature, Service Center personnel provide customers with an alternative communication channel to the traditional voice, fax and e-mail offerings.
Lee attended Wake Forest University where he earned English and Political Science degrees. He has been awarded the Chartered Property and Casualty Underwriter designation along with Continuing Professional Development, Associate in Management, Associate in Claims, and Certificate in General Insurance professional designations. He has earned a Six Sigma Green Belt and Lean Six Sigma certificate through Villanova University and is currently enrolled in the Master Certificate in Six Sigma program. He received Certification in Strategic Workforce Management through Human Capital Management. In 2013 The Rotary Club of Cumberland Lincoln honored Lee as a Paul Harris Fellow for his volunteer contributions to the community.
Oracle View Bio »
Christine Viera serves as Vice President, CX Applications for Customer Service & Contact Center Solutions at Oracle. Christine has a rich history in the customer experience and CRM industry – from building customer relationships and markets to building user-focused products. In her own customer experience journey, she has served clients from midmarket to enterprise, from public sector to financial services industries, and with solutions ranging from case management, contact center and analytics to industry-specific solutions in the cloud and on premise. She’s served as a Vice President in Product Management at Oracle in CRM, at Avaya in CX & Contact Center, and as Vice President of Product Marketing at Avid, among other career adventures. Christine holds an MBA from the Kellogg School of Business, and an undergraduate degree from Cornell University.
HSBC View Bio »
John Wong is U.S. Head of Customer Experience and the Complaint Ombudsman Office for HSBC Bank USA, National Association. He is responsible for taking every customer interaction beyond the standard and delivering what customers expect to become best in class. John brings a keen understanding of the relationship between employees and customers and the opportunities they possess in helping lead an organization towards success. Addressing customer interests and concerns within the rapidly changing international environment is an area of focus for John at HSBC, who has a proud foundation in diversity of cultures and people.
Weight Watchers International, Inc. View Bio »
Speaker bio coming soon...
7:45am -8:45am Breakfast
8:45am – 8:50am Opening Remarks
8:50am – 9:30am "Developing Customer-centric Business Strategies (In 140 Characters Or Less?)"
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Being a customer-centric company isn’t just about having the best customer service people….it’s also about ensuring that every function in the organization is aligned to this goal. And in our fast-paced world of tweets and texts, keeping all functions aligned to that goal is necessary and challenging at the same time. And engaging our business partners in this journey is an important first step. In this highly interactive session, we’ll talk about:
- Service strategies – what they are and why they matter
- Keeping customers who are satisfied AND loyal
- Understanding the role of social media in any service strategy
9:35am – 9:55am Thought Leadership Presented by Lithium
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Joe CothrelChief Community OfficerLithium
9:55am – 10:25am Coffee Break
10:25am – 11:10am Panel Discussion
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"How Customer Care Can Leverage The New World of Work: From the Cube To the Cloud"
- How are new technologies changing your role? What are the toughest challenges Customer Care executives are facing?
- How are the skill sets within Customer Care changing?
- How has technology changed the way organizations interact with customers?
- Futuristic predictions about the virtual workforce and secrets for attracting the best talent to drive business growth
- How has social media and new communication devices changed the way consumers behave?
11:15am – 11:35am Thought Leadership Presented by Oracle
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Christine VieraVice President, Product Marketing CRM/CX SolutionsOracle*Please note, this session is off the record
11:35am – 11:50am Coffee Break
11:50am – 12:35pm Panel Discussion
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“Customer Experience and Beyond”
- What are some best practices and lessons learned in designing the Customer Experience?
- How important of a role does the contact center play?
- What is most important to the Customer?
- How do you successfully measure the Customer Experience?
- How do best in class companies link customer insights to improvements in customer experience?
- How can companies capitalize on the exponentially growing customer data generated across channels to identify cost saving and revenue boosting opportunities?
- How can companies better prepare their everyday customer experience model to make sure a crisis does not interrupt practice?
12:40pm – 1:00 pm Thought Leadership Presented by Mattersight
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David GustafsonVice President, Marketing & Product ManagementMattersight
1:00pm -2:00pm Lunch
2:00pm – 2:20pm Thought Leadership Presented by Genesys Partners
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Ian JacobsSenior Marketing ManagerGenesys Partners
2:25pm – 3:10pm Panel Discussion
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“The Modern Day Customer Care Executive”
- How has the role of the customer care Professional continued to evolve? What are the new skill sets required to succeed?
- How are you building your teams around these skill sets?
- How are you working with your current teams to update/increase their skills?
- Are you looking to recruit new professionals to fill the skill gaps?
- What are the toughest challenges customer care executives are facing?
- How are new technologies changing the role? What role does Social Media play?
- Are you able to combine social media data with enterprise data and customer interactions across all channels?
- How have analytics changed your approach to everyday work?
- What approach to analytics have you implemented in your organization and how have they impacted your organization? What does big data mean to your organization?
3:15pm – 3:35pm Thought Leadership Presented by eGain Communications Corporation
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David Stanley-JonesDirector of Professional ServiceseGain Communications Corporation
3:35pm – 3:55pm Coffee Break
3:55pm – 4:30pm "Customer Satisfaction and Perception Following Super Storm Sandy"
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Joseph ForlineVP Customer Solutions, PSE&GPublic Service Electric and Gas Company
4:35pm – 5:10pm "Effecting Transformational Change in Customer Service; A Case Study"
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Alan CiaverelliVice President Operations21st Century Insurance and Financial Services, Inc.
5:10pm – 5:15pm Argyle Executive Forum
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5:15pm – 6:15pm Closing Reception
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*Please note, agenda is subject to change
What will be discussed? Explore CX hot topics and challenge areas such as:
Is your customer experience across channels as seamless and as consistent as it should be? Evaluate where you are now and find out what your organization could be doing better. Our speakers will discuss:
- Driving customer engagement through consistency in branding
- Utilizing mobile as a tool to gather feedback for analysis and engagement
- Measuring the success of a positive customer experience
- Leveraging the call center in omnichannel strategy
The customer-centric culture
Evaluate what is most important to today's customer, and learn how to build your business strategy around these desires. Discuss ways to strengthen the everyday customer service model and get briefed on:
- Creating a customer-centric enterprise
- Aligning the organizational culture to exceed customer expectations
- Incentivizing employees to deliver great customer experiences
- Acquiring and retaining customers and the question of profitability
Connectivity through social media
Explore how social media is used to engage with customers in today's global marketplace. Talk about the ways to drive meaningful, personalized interactions between your brand and consumers. Hear discussions on:
- Delivering content that actively engages
- Monitoring online customer feedback and the importance of this dialogue
- Developing a formalized social road map and where to start
- Diving into social data to track behavior and increase sales
Data and CX
Big data and the tools to harness it have changed the way business goals and processes are defined. Talk about how this affects all areas of the executive agenda, from training and development to hiring. Learn about:
- Building a data driven customer care team
- Providing employees and new hires with technical training and skills
- Capitalizing on the large amounts of consumer data available today
- Identifying revenue boosting opportunities using analytics
Still have questions? We have answers.
I want to attend, but what if I'm unsure of my schedule and need to cancel my participation?
Just let us know. We understand that schedules change! However,
we always have a waiting list for this event, and if you don't
cancel, we will assume you are still attending and your spot will
go unused. If you must, cancel at least 48 hours prior to the
event to make room for others!
What if I can't be OOO for a whole day, or need to come late?
We have wifi and private rooms available for attendees to take
calls and spend some quiet time on emails, as well as access to
printing. Have a morning meeting you can't miss? No problem. This
event was designed for busy executives - we get it.
I'd like to bring some colleagues. Do I need to register them
Events are more fun with friends, and we'd be happy to host your team. You can have them register online, or send us their names, titles and email addresses and we will take care of it for you!
I don't see the event venue listed. Where will the meeting be
To maintain exclusivity, we don't release the venue address until
the registration process has been completed. All logistical
details will be shared once you have requested a pass and been
The 2013 Customer Care Leadership Forum: Fall Event in New York
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"Their forums are intense, high-impact one day meetings of executive peers."
A VP of Customer Support at Coinstar on the learning atmosphere at Argyle Customer Care Forums.
"The forums are well managed, topical and pack as much learning and interaction into the time as possible."
An SVP of Customer Service Programs at American General Life on attending Argyle Customer Care Forums.
"I always come away with actionable items that I can quickly adapt and implement into my business."
A VP of Customer Experience Strategy at Frontier Communications on value derived from Argyle Customer Care Forums.
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Please note the below is a preferred hotel of Argyle Executive Forum. Please specify that you are requesting the Argyle Executive Forum rate when booking sleeping rooms in order to receive a discounted rate of $399 per night, taxes not included. Reservations may also be made by emailing email@example.com