Why You Should Attend!



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 2015 Leadership in Customer Care San Francisco 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:

Speaker
James Allworth Director of Strategy
Medallia
View Bio »
Speaker
Chris Alphen Director, Enterprise Field Sales, North America
LogMeIn
View Bio »
Speaker
Sherrie Austin Sales Director
MaritzCX
View Bio »
Speaker
Robin Beers SVP, Head of Customer Experience Insights - Wholesale Internet Services
Wells Fargo
View Bio »
Speaker
Dawn Campbell Vice President, Member Compliance Operations
Herbalife International of America
View Bio »
Speaker
Erich Dietz VP, Worldwide Strategic Accounts
InMoment
View Bio »
Speaker
Nida Gabriel Head of Customer Support Operations
Navis
View Bio »
Speaker
Kelly Hendricks Area Vice President, Global Customer Service
Verizon
View Bio »
Speaker
Daniel Hong Senior Director, Product Marketing Strategy
[24]7
View Bio »
Speaker
James Jarrett Vice President & General Manager
Arise Virtual Solutions
View Bio »
Speaker
Marton Jojarth Vice President, Customer Success
Equinix
View Bio »
Speaker
Stephen Keeney Vice President Customer Experience, Global Quality
LAM Research Corp.
View Bio »
Speaker
Simmi Kokal Senior Director, Product Management and Customer Experience
Yahoo
View Bio »
Speaker
Michael Kropidlowski Director, Product Marketing
Aspect
View Bio »
Speaker
John Liebig VP Customer Solutions
Illumina
View Bio »
Speaker
Geoff Mohr Account Executive
Sparkcentral
View Bio »
Speaker
JP Saunders Senior Director of Solution Strategy
Oracle
View Bio »
Speaker
Tom Schlesinger Senior Vice President, National Director of Customer Care
First American Title Insurance Company
View Bio »
Speaker
Troy Stevenson Vice President, Customer Loyalty & Business Excellence
eBay
View Bio »
  • 7:30am – 8:30am Breakfast
  • 8:30am – 8:35am Argyle Executive Forum Opening Remarks
  • 8:35am – 9:15am Keynote Speaker
    read more »

    "The 10 Things Innovative Leaders do to Humanize Customer Care"

    Marton Jojarth
    Vice President, Customer Success
    Equinix

  • 9:20am – 9:40am Thought Leadership Spotlight Presented by Oracle
    read more »

    JP Saunders
    Senior Director of Solution Strategy
    Oracle

    *Please note this session is off the record

  • 9:40am – 10:05am Coffee Break
  • 10:05am – 10:25pm Thought Leadership Spotlight Presented by Medallia
    read more »

    James Allworth
    Director of Marketing Strategy
    Medallia

  • 10:30am – 11:20am Panel Discussion Presented by [24]7 and Aspect
    read more »

    "Bridging the Gap: The Complete Customer Experience"

    Session topics include, but are not limited to:

    • How are you measuring customer interaction and engagement across all channels, not just within the traditional four walls of the contact center?
    • What are the new and emerging channels that are presenting you with the greatest opportunities and challenges to engage and delight your customers?
    • What are some best practices when tracking consumer behavior and expectations? How do you successfully identify what is most important to the customer and leverage this data to create an exceptional customer experience?
    • How are you leveraging technology to deliver a unified customer experience?
    • How is the cloud transforming how services are provided to the customer and helping to forge a collaborative relationship with customers?
    • What are some best practices for maximizing customer acquisition, retention and profitability 

    Moderator:
    John Liebig
    Vice President, Customer Solutions 
    Illumina 

    Panelists:
    Nida Gabriel
    Head of Customer Support Operations 
    Navis

    Daniel Hong
    Senior Director, Product Marketing Strategy
    [24]7 

    Simmi Kokal
    Senior Director, Product Management and Customer Experience
    Yahoo

    Michael Kropidlowski
    Director, Product Marketing
    Aspect

  • 11:25am – 11:45am Thought Leadership Spotlight Presented by LogMeIn
    read more »

    "Engaging with the Modern Customer"

    Chris Alphen
    Director, Enterprise Field Sales, North America
    LogMeIn

  • 11:45am – 12:00pm Coffee Break
  • 12:00pm – 12:05pm Session Introduction Presented by Sparkcentral
    read more »

    Introducing "Leadership Speaks: Next Generation of Customer Care":

    Geoff Mohr
    Account Executive 
    Sparkcentral

  • 12:05pm – 12:50pm Panel Discussion Presented by Arise Virtual Solutions and InMoment
    read more »

    "Leadership Speaks: Next Generation of Customer Care" 

    Session topics include, but are not limited to: 

    • What are the toughest challenges Customer Care executives are facing?
    • How are new technologies changing your role and challenging your traditional outlook to the business?
      • How does your team utilize new tools and technologies to synergize global initiatives across multiple channels and deliver a consistent, relevant customer experience?
    • How can companies better prepare their everyday customer experience model to ensure a crisis does not interrupt practice
      • What are the new skillsets all customer care and customer experience professionals need to excel in their organization and industry?
      • How can you ensure that your model is flexible enough to account for un-forecasted events?
    • How has the role of the customer care professional continued to evolve? What are the new skill sets required to succeed? 
    • What is the contact center’s role in this new environment?
      • What means are you employing in your call center environment to ensure it is a pivotal contributor to corporate success and strengthening customer loyalty
    • What are your predictions about the virtual workforce and driving business growth?

    Moderator:
    Stephen Keeney
    Vice President Customer Experience, Global Quality
    LAM Research Corp.  

    Panelists:
    Dawn Campbell
    Vice President, Member Compliance Operations
    Herbalife International of America 

    Erich Dietz
    VP, Worldwide Strategic Accounts 
    InMoment

    James Jarrett
    Vice President & General Manager 
    Arise Virtual Solutions

    Tom Schlesinger
    Senior Vice President, National Director of Customer Care
    First American Title Insurance Company

  • 12:50pm – 1:10pm Thought Leadership Spotlight Presented by MaritzCX
    read more »

    Sherrie Austin
    Sales Director
    MaritzCX

  • 1:10pm – 2:10pm Lunch
  • 2:10pm – 2:45pm Keynote Speaker
    read more »

    Robin Beers
    SVP, Head of Customer Experience Insights - Wholesale Internet Services
    Wells Fargo

  • 2:45pm – 3:00pm Coffee Break
  • 3:00pm – 3:35pm Keynote Speaker
    read more »

    Troy Stevenson
    Vice President, Customer Loyalty & Business Excellence
    eBay

  • 3:40pm – 4:15pm Keynote Speaker
    read more »

    "Good Service... is the New Sales"

    Kelly Hendricks
    Area Vice President, Global Customer Service
    Verizon

  • 4:15pm – 4:20pm Argyle Executive Forum Closing Remarks
  • 4:20pm – 5:20pm Closing Reception

What will be discussed? Explore CX hot topics and challenge areas such as:
 

Omnichannel CX

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 online?

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! Email tvilson@argyleforum.com

I don't see the event venue listed. Where will the meeting be held?

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 approved.

The "2015 Customer Care Leadership Forum in San Francisco"
is proudly sponsored by:

Traveling for the event? Stay at one of our recommended hotels nearby:

Please note the below is a preferred hotel of Argyle Executive Forum. Please specify that you are part of the Argyle Executive Forum rate when booking sleeping rooms in order to receive a discounted rate of $289.00 per night, taxes not included. In order to receive this rate, please book your room no later than November 17, 2015.

Venue

San Francisco Marriott Union Square

480 Sutter Street
San Francisco, CA 94108
Telephone: (866) 912-0973
Website