2014 Customer Care Leadership Forum: Fall Event
2014 Customer Care Leadership Forum: Fall Event
November 5, 2014 - 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!
Why You Should Attend!#CCNY
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 2014 Leadership in Customer Care New York Forum, 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.
This event will feature insights from top executives, including:
Clarabridge View Bio »
Phil Coady currently serves as the Vice President of Sales for the Americas for Clarabridge. In this role he is responsible for all revenue driving activities inclusive of strategic and tactical execution. Prior to joining Clarabridge, Phil brings over 20 years of experience that has focused primarily on establishing rapid growth and customer acquisition for mid-to-large software companies. His roles have ranged from President to Vice President and the results of his proven growth models have led to the exits of three organizations via acquisitions valued at more than $1 billion and a public offering of another.
Phil has taken control of publicly traded companies increasing the net new customer capture rate from 14% of total revenue to 54%. He has also grown companies from less than $1 million in total revenue to close to $100 million, leading to lucrative exits.
Each time, Phil has implemented his own Sales Blueprint methodology and approach and has been able to create a consistent approach to customer acquisition and success.
Oracle View Bio »
Speaker bio coming soon...
General Electric View Bio »
Speaker bio coming soon...
Scotiabank View Bio »
David Dobrosky is the Senior Vice President in charge of Scotiabank’s Customer Contact Centers located in Canada. His 27 year career with Scotiabank includes roles in Retail, Commercial, Projects, Operations and most recently, progressively more senior positions in the Customer Contact Centres.
Dave remains passionate about working to enhance the ‘Customer Experience’ through the delivery of ‘Best in Class’ service experiences. This includes the need to address opportunities related to customer effort and points of pain.
Dave has sat on multiple ‘Not for Profit’ Boards, benefitting various causes including The Make A Wish Foundation, Contact Centre Nova Scotia and most recently Contact Centre Canada.
He has an Economics degree from The University of Calgary and is currently a Fellow of The Institute of Canadian Bankers, where he earned a ‘Gold’ Medal for Honors in their Professional Banking Program.
Dave is married with 3 children.
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.
OneWest Bank N.A. View Bio »
Christine D. Gagnon is a corporate strategist, advisor, and certified public accountant with over 12 years of professional experience in various industries and operational/functional areas. She has a proven track record of success in strategy formulation and execution, as well as in-depth experience with complex accounting and finance matters. She is also experienced in the areas of mergers and acquisitions, project management, change management, cost containment, and continuous improvement. Ms. Gagnon graduated magna cum laude with distinction from the University of Connecticut, earning a Bachelor of Science in Accounting. She also earned a Master of Business Administration and Master of Science in Accounting from the University of Connecticut and most recently attended Harvard Business School, where she completed executive education in the field of service strategy. Ms. Gagnon is an accomplished public speaker serving as a guest lecturer, panelist and keynote speaker in the areas of corporate strategy, customer experience, marketing, and organizational alignment. She is an adjunct faculty member in the Department of Accounting at both University of California, Irvine and California State University, Fullerton and is licensed as a certified public accountant in the states of California and Connecticut. Ms. Gagnon currently holds the position of First Vice President and Head of Corporate Customer Experience at OneWest Bank N.A. and previously held the position of Senior Manager at PricewaterhouseCoopers LLP.
City of Philadelphia View Bio »
Rosetta Carrington Lue was appointed by City of Philadelphia Mayor Michael A. Nutter as a Deputy Managing Director / 311 Contact Center Director in 2008 to oversee the implementation of the City's 311 non-emergency contact center (Philly311) and government customer experience social media strategic plan.
She currently serves as the City's first Chief Customer Service Officer and Senior Advisor for the Office of the Managing Director. Rosetta was recently appointed as the City's 311 CRM Project Executive to oversee the implementation of the Salesforce.com platform which will serve 28,000 employees and 1.5 million residents.
Rosetta also oversees the City of Philadelphia Managing Director's Office social media and community engagement channel strategies. The Office of the Managing Director is comprised of the Office of Innovation and Technology, Fleet, Office of Human Resources, Procurement, 311 Contact Center, PhillyRising Collaborative, and Public Property.
Rosetta is a highly sought after keynote and panelist speaker in her field of Government Customer Experience, Community Engagement, and Social Media Strategies. She was named a 2013 Top 100 Huffington Post Customer Service Pro (only public sector leader on list), honored as a Philadelphia Business Journal Woman of Influence (only public sector leader on list), selected to moderated or be the keynote speaker at numerous conferences, and awarded several national recognition for her visionary leadership in driving customer service excellence throughout her career.
Rosetta graduated with a B.S. in Finance and a MBA degree in Business Administration, in addition to an Executive Leadership certification from University of Virginia, Darden School of Business. Based on a national search, she was selected as a 2014 American Heart Association Go Red for Women National Spokesperson and currently serve on the Board of Directors of the Southeastern Region American Heart Association.
BankMobile View Bio »
Dawn Melesko is a passionate and experienced social media marketer that thrives on creativity and collaboration to achieve business results. With over seven years in social media marketing, Dawn has launched several brands into the social media space throughout her career, and is now is starting a new role as Director of Social Media at BankMobile, a division of Customers Bank, which is offering a purely mobile and tablet banking platform. Melesko joins the company ahead of the official launch in order to assist Chief Strategy Officer, Luvleen Sidhu, with marketing efforts.
Previously as VP, Social Media at Webster Bank, she spearheaded their launch into social media, which included creating a new a blog titled, The Bank Roll, which received national recognition by the Corporate Executive Board as a case study of how banks can leverage the newer online channels to establish the credibility of their bankers. She was also recognized by the ICBA as a Community Banker Influencer on Twitter, and landed her company the tenth spot on their list of the Top 50 Community Banks on Social Media.
Prior to her work at Webster Bank, she was the Director of Social Media at GO media, a boutique advertising agency in Hartford, CT, where she was responsible for launching and maintaining a variety of client’s social media pages.
Dawn graduated Summa Cum Laude with a B. S. Degree in Marketing from Central Connecticut State University, receiving the Marketing Department Honors for graduating top of her class. She also holds an A.S. Degree in Communications from Manchester Community College. She was a former board member for the Wallingford Emergency Shelter in CT, and donates her time to several community groups as a local DJ. She resides in Vernon, CT with her husband.
Performance Technology Partners View Bio »
Trent Miller is the Director of Consulting for Customer Experience Management at Performance Technology Partners. In this role, Trent provides senior management advisement regarding strategic direction, performance assessment, process improvements and change management for Contact Centers.
Trent has over 20 years of Contact Center Management, directing Customer Care, Credit & Collections organizations within; Direct Marketing, Financial, Recovery and Utility industries. He successfully led a transformation of Customer Care for the largest municipally owned utility in the United States. Through his progressive leadership, he changed the culture to a customer focused organization, improving JD Power customer service rating by 100 points in one year.
Trent has been a featured speaker at industry conferences including; Experian California Utilities and Platts Credit & Collections for Utilities. Trent is passionate about helping businesses improve their customer experience.
MetLife View Bio »
Donna L. Pobiner is a customer-focused leader who helps companies create a positive customer experience, strategically market their business and simplify the way they operate to improve the bottom line and drive value. She has held leadership roles in high-earning businesses, growth start-ups and technology and operations organizations at MetLife, Inc., a leading global provider of life insurance, annuities, employee benefits and asset management. Earlier in her career, Donna held key marketing roles in the financial services industry.
During her career, Donna has leveraged her expertise in marketing, communications, strategy and operations to develop businesses and explore new markets, create and launch new products and deliver a positive experience for customers as they learn about, purchase and use a company’s products and services. She has broad experience in driving growth through a variety of customer segments – from Fortune 100 companies – to intermediaries and end-consumers. Her client experience includes managing relationships with C-suite executives and their senior teams in Finance, Investments, Human Resources, Technology, Operations, Legal Affairs, Marketing and lines of business. Her client industry background includes technology, insurance, healthcare, telecommunications, manufacturing, chemicals, coal mining and aviation.
Most recently, as Vice President, Customer Experience & Efficiency at MetLife, Donna drove a multi-year program to improve the customer experience and operational efficiency. The program focused on transforming the way MetLife creates, manages and delivers correspondence to its 40M U.S. customers. In that role, she created the strategy and plan to simplify high volume transactional correspondence and deliver $5M in annualized savings through reduced costs for manual processing, printing, postage and customer support. She also leveraged the global brand to develop and deploy more than 50 design and content standards that will be used to simplify print and digital communications for U.S. customers.
In prior leadership roles, Donna oversaw strategic planning, marketing, communications and change management in global functions and businesses at MetLife. In 2012, she led a global change management initiative to promote a standard way for associates in Asia, Europe and the Americas to manage technology programs and projects. Prior, Donna oversaw the communications and public relations functions for Global Technology & Operations reporting to the Executive Group Head of the organization. In this role she was accountable for the strategic message platform – including public relations – and C-suite communications targeting MetLife associates, the Board of Directors and institutional investors. Earlier in her career, Donna developed businesses, products and markets. She led strategic planning for MetLife’s Corporate Benefit Funding and delivered strategic business and technology plans in support of a $16B sales goal. She helped to develop an innovative suite of annuities for a MetLife start-up and advanced the sale of investment offerings through integrated marketing campaigns. Prior to that, she drove growth in retirement plans, employee benefit plans and mutual funds as VP at Bankers Trust and through a long-term consulting assignment with Tiger Information Systems at Goldman Sachs.
Donna holds an MBA in Marketing Management from St. John’s University and a BA is Psychology from Brandeis University. She is a Registered Representative and holds the Financial Industry Regulatory Authority (FINRA) Series 7 and 63 licenses.
AIG View Bio »
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).
Vonage View Bio »
Bill Solomon is a Senior Director of Customer Care for the Vonage Corporation. Bill is responsible for leading the Learning & Development group, the Workforce Management & Capacity Planning group, Business Readiness/Operational Support team, the Process Improvement/Customer Experience group, and the New Jersey front-line Contact Center Operations group.
Bill has over 25 years of experience in Call Centers & Contact Centers, primarily in Customer Care, beginning as a Customer Service Representative (CSR) with American Express in the early days of their Gold Card operations. Prior to his current role, Bill has held positions in Customer Care Contact Centers with various companies at the Supervisor level, Manager level, Senior Manager level, and Director level.
Bill’s area of expertise is to transform functional areas from task-oriented to results-oriented organizations. With the goal of organizational efficiency and effectiveness, he has also successfully restructured several functional areas by significantly reducing operating costs, while increasing competencies and the overall performance levels and quality of output.
Additionally, Bill has a proven track record of Driving Continuous Improvement, and holds this as a primary focus for virtually any organization that he is responsible for leading. Most importantly though, has been Bill’s success in achieving and maintaining optimal levels of Customer Experience.
Johnson & Johnson View Bio »
Beth Thomas-Kim is a senior executive with extensive experience implementing cutting-edge consumer relationship management strategies. She has successfully built and led world-class consumer-focused teams for several global consumer packaged goods companies. Ms. Thomas-Kim has executed a wide range of programs and initiatives designed to cultivate long-term, high value, and highly engaged consumers. She excels at designing and implementing creative programs that leverage and integrate the voice of the consumer into enterprise-wide business strategies. One such program was featured in the Wall Street Journal. She is seen as an expert in progressive consumer service experiences and has been quoted in several published books and articles. Ms. Thomas-Kim served as the board chair of the Society of Consumer Affairs Professionals and has spoken at a variety of domestic and international conferences.
Ms. Thomas-Kim is currently Sr. Director, Global Consumer Insights and Communications for Johnson & Johnson’s Consumer Companies with responsibilities for social medial support, insight generation, crisis management and communications. She joined J&J in February of 2012 after providing strategic consulting services in the area of global consumer care for the company. Prior to that Ms. Thomas-Kim was Head of Consumer Services for Nestle USA after having transformed the Consumer Affairs group at Mattel Toys.
She currently lives in Morristown, New Jersey with her husband, Won Kim, a CPA and financial planner, and their Wire Fox Terrier, Sweet Pea. She holds an MBA from Pepperdine University.
Amica Mutual Insurance 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 where he served as both a property and casualty examiner.
In his current role, Lee is responsible for oversight of 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 been responsible for Amica’s transition to a VoIP telephony platform, overall design of its telephony topology and management of the customer experience with respect to customer interaction through various delivery channels. Through use of a single ACD which distributes calls countrywide to an agent population of 2000, Amica has been able to redefine how they utilize staff in multiple locations to simultaneously handle routine customer contact and 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 been able to shift 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.
Medallia View Bio »
Dale has over 10 years experience in structuring operational customer experience management programs that produce significant business results for leading companies in financial services, technology, telecommunications, and manufacturing industries. Prior to joining Medallia, Dale worked at Satmetrix and at CustomerSat. Earlier in his career, Dale was a marketing and product management manager at a variety of Silicon Valley companies. Dale has an MBA from UC Berkeley, and a BA in Economics from Whitman College.
JABRA View Bio »
Speaker bio coming soon...
8:00am – 9:00am Breakfast
9:00am – 9:05am Argyle Executive Forum Opening Remarks
9:05am – 9:40am “The State of the Customer Experience”
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Christine GagnonFirst Vice President – Head of Corporate Customer ExperienceOneWest Bank
9:45am – 10:05am Thought Leadership Spotlight Presented by Oracle
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Brian CurranVice President of Customer Experience Strategy and DesignOracle*Please note this session is off the record.
10:05am – 10:30am Coffee Break
10:30am – 11:15am Panel Discussion
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"Bridging the Gap: The Complete Customer Experience"
Session topics include, but are not limited to:
- How important is it to keep customers engaged through digital channels?
- What are some best practices when tracking consumer behavior and expectations?
- How does your organization utilize cross channel marketing to customize your messaging and fully engage consumers?
- What should executives always remember when creating an effective social media strategy?
- Best practices for leveraging technology to better engage with customers
- Mobile marketing strategies and deployment – best practices
- How can companies better prepare their everyday customer experience model to make sure a crisis does not interrupt practice?
- Best practices for maximizing customer acquisition, retention and proﬁtability
11:20am – 11:40am Thought Leadership Spotlight Presented by Clarabridge
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“The Secret to Innovation Done Right”
We all wish we were as daring, visionary, and innovative as Steve Jobs, but what we don’t always realize is that there was a secret sauce to his bold moves. First and foremost, Jobs listened. As he said himself, “Get closer than ever to your customers. So close, in fact, that you tell them what they need well before they realize it themselves.” He listened to the market, to customers, to partners. This session will take a closer look at the art and science of listening (and really hearing) and activating this knowledge to power your corporate-wide decisions.Phil CoadyVice President of Sales, AmericasClarabridge
11:40am – 12:00pm Coffee Break
12:00pm – 12:35pm Brace Rennels
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Vice President Community StrategyEMC
12:40pm – 1:00pm Thought Leadership Spotlight Presented by Medallia
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Dale WeidemanDirector, Customer Solutions – B2BMedallia
1:00pm – 2:00pm Lunch
2:00pm – 2:20pm Thought Leadership Spotlight Presented by Aspect
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Consumer Engagement 2020Nancy DobrozdravicVice President of Solutions MarketingAspect
2:25pm – 3:10pm Panel Discussion
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“The Modern Day Customer Care and Customer Experience Executive”Session topics include, but are not limited to:
- How has the role of the customer care/customer experience professional continued to evolve? What are the new skill sets required to succeed when becoming customer eccentric?
- What are the key steps for succeeding when there are fewer resources to handle the overwhelming responsibilities?
- Best practices when driving more people into self-service areas
- How can companies capitalize on the exponentially growing customer data generated across channels to identify cost saving and revenue boosting opportunities?
- How to partner with different sides of the business (sales, finance, marketing, etc.) to get the needed support for a valuable call center
- Feeding customer insight back into the business and being transparent: Capture, manage & analyze
- Using cross-collaboration to create one voice, transparency & competitiveness on technologies such as mobile and social
3:15pm – 3:35pm Thought Leadership Spotlight Presented by JABRA
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Deborah WengerChief Operating OfficerJABRA
3:35pm – 3:50pm Coffee Break
3:50pm – 4:25pm Lawrence DiCapua
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Global Head, Revenue Marketing Center of ExcellenceGeneral Electric
4:25pm – 4:30pm Argyle Executive Forum Closing Remarks
4:30pm – 5:30pm Closing Reception
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*Please note, the agenda is subject to changeThe information, views, and opinions expressed by speakers and other participants at our conferences are those of the individual and do not necessarily reflect the views and opinions of Argyle Executive Forum.
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
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
I'd like to bring some colleagues. Do I need to
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!
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A VP of Customer Support at Coinstar on the learning atmosphere at Argyle Customer Care Forums.
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Traveling for the event? Stay at one of our
Please note the Fitzpatrick Grand Central 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 $409.00 per night, taxes not included. Reservations may also be made by emailing firstname.lastname@example.org