2015 Customer Care Leadership Forum
2015 Customer Care Leadership Forum
December 17, 2015 - San Francisco, CA
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!#ArgyleCC
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
Medallia View Bio »
James Allworth is the Director of Strategy at Medallia. Before Medallia, he served as a Fellow at the Forum for Growth and Innovation at Harvard Business School. He is a New York Times best selling author, and co-host of the popular podcast Exponent. Previously, he worked at Apple, Inc and Booz & Company.
LogMeIn View Bio »
Chris Alphen serves as Director of North America Enterprise Business for LogMeIn. A veteran of enterprise cloud and technology deployment strategy, Chris is responsible for evangelizing the value of LogMeIn’s unique customer engagement and IoT platforms. In addition, Chris serves as LogMeIn’s subject matter expert around best practices and operational efficiency for large contact centers and professional helpdesks.
MaritzCX View Bio »
Speaker bio coming soon...
Wells Fargo View Bio »
Robin Beers is a Senior Vice President, Wholesale Internet Solutions, Customer Experience Insights for Wells Fargo. An 11-year veteran of the company, Robin is responsible for bringing together quantitative analytics with qualitative user research to drive holistic, data-driven decisions. The result is good user experiences that increase business value.
Robin holds a doctorate in Organizational Psychology and views customer insights as catalysts for keeping corporations in-step with the market. First on the consumer side of Wells Fargo and now in Wholesale, she leads teams that develop user-centered approaches and tools to grow customer-focused organizations. These tools – user personas, task models, customer journey and ecosystem maps, service blueprints – and the co-creative process she facilitates to produce them, align business strategies with customers’ true needs and perceptions. The Head of Wells Fargo’s Virtual Channels Group referred to her team as “our secret sauce.” Key accomplishments include building foundational user-centered design tools leveraged on 500+ projects in the bank and leading game-changing, media-worthy research on topics such as personal and small business financial management, the psychology of retirement, customer-friendly communication and multichannel experience.
Prior to joining Wells Fargo, Robin was an Experience Modeler with Sapient and consulted independently under the name Business is Human to help companies align product strategy and design with end user expectations. Robin’s doctoral dissertation research explored the topic of knowledge brokering across functional area boundaries on complex, multidisciplinary teams. These findings have informed team building programs at Wells Fargo and famed innovation consultancy, IDEO. In addition to her doctorate, Robin holds a Master’s Degree in African American studies from UCLA and a B.A. in English Literature from the University of Vermont.
Robin is a frequent presenter at customer experience, customer insight, and service design conferences.
Herbalife International of America View Bio »
Dawn Campbell is currently the Vice President of Worldwide Member Business Practices and Compliance Operations. She started her career at Herbalife in 1994 and was recently responsible for Herbalife’s Global Contact Center Strategies and Support.
Dawn has over 25 years’ experience in customer service, contact center operations, project management & event registration. She has a passion for leadership development, service experience and has achieved award- winning centers of excellence. She is skilled at driving change, developing high performing teams and implementing cost-effective solutions while enhancing the customer experience. Dawn is an innovative, customer- focused operations executive with extensive experience directing large-scale business operations, re-engineering processes and executing key strategic initiatives.
Dawn has been an active volunteer at A Place Called Home in South Central Los Angeles for underserved youth for over 13 years and is on the board of directors since 2014. In addition to serving in the communities, Dawn has a passion for fitness. She recently participated in the YMCA Stair Climb Fundraiser, Spartan Mud Race and the Los Angeles Triathlon.
InMoment View Bio »
Erich Dietz is a CXPA Expert and regular contributor to the community’s Google+ Hangouts and other events. He serves as Vice President of Business Solutions at InMoment, a cloud based customer experience optimization provider, where he works closely with clients and partners to design and execute customer-driven experience solutions that improve every part of the business, and build strong relationships with customers.
Navis View Bio »
Nida Gabriel has over twenty years of leadership experience building and managing technical support and customer operations. In the past twelve years at Navis, she developed and implemented support processes and KPIs to increase productivity and improved customer satisfaction while supporting diverse maritime customers 24x7 in the US, Central-South America, Canada, India, China, Southeast Asia, Australia and New Zealand. Most recently, she relocated to Singapore for 2 years to run Support Operations for Navis’ Asia Pacific region and led second-level technical support teams across the region. In this role she was responsible for seamless customer engagement from the initial Sales process through to Maintenance and Support. Prior to Navis, Nida held senior management positions at various Silicon Valley high tech companies such as IBM, Commerce One, 3Com, S1 Corp and Epiphany where she focused on driving team productivity, process improvements, operational efficiency, and taught soft skills training aimed at delivering great customer experience and best practices. She also taught a Technical Support Management certificate program at San Jose State University.
Verizon View Bio »
Kelly Hendricks is Area Vice President, Global Client Services for Verizon. In this role, she has responsibility for field service management, technical support and program management serving the largest vertical enterprise clients based in the Western United States. Her team ensures customers receive world-class care and execution for the delivery and management of services to optimize business outcomes, including solutions for intelligent networks, dynamic cloud, mobile workforce and connected machines. She also has responsibility for the creation and execution of strategic initiatives.
In her previous position as director, Service Operations for MCI, Hendricks managed operations for the national business markets call routing strategy, the development and delivery of Customer Service training, and had accountability for business process improvement activities across the Global service organization.
Hendricks joined MFS Communications in 1994, which later merged with WorldCom, MCI, and was later purchased by Verizon Business, as the director of Sales and Service operations. In this role, she quickly demonstrated her abilities as an accomplished facilitator of improvement activities and was asked to lead a company-wide restructuring strategy to optimize efficiencies and financial performance. Her achievements with this project earned her a spot on the executive staff reporting to the CEO as the Quality officer for MFS Intelent. At the completion of the merger, Hendricks transitioned into a new role retaining her quality focus and adding web communications, call quality monitoring programs, ISO 9001-2000 program and registration management and business consulting services.
Hendricks received her BA from the University of California, Berkeley. She serves on the advisory council for the Lawrence Hall of Science in Berkeley, is a certified ISO 9001 internal auditor, a member of the executive community Watermark, and a member of the Women’s Association of Verizon Employees (WAVE) where she was recognized as a Verizon leader who made a difference professionally, personally and in her community. She is a graduate of Verizon’s Executive Talent program for women. Hendricks volunteers with American Corporate Partners as a professional mentor for veterans and serves as student and alumni mentor for the University of Oregon Parent Professional Network.
Follow Kelly on twitter @HendricksKelly
7 View Bio »
Daniel Hong is Senior Director of Product Marketing Strategy at 7 and has a wealth of experience in the customer experience industry. He was previously with Ovum Research, where he led their global Customer Experience & Interaction research and consulting practice and was responsible for the direction of contact center, self-service and customer experience research. His work focused on analyzing strategies and practices for customer experience technologies across CRM, enterprise, social, mobile and ubiquitous computing environments. Daniel has authored numerous reports, benchmark studies and articles, been featured in many publications was a consultant to Fortune 500 companies.
Arise Virtual Solutions View Bio »
James Jarrett is Vice President and General Manager of Client Results at Arise. In his role, James is responsible for delivering results to some of the largest global brands in the telecommunications, consumer services and tech industries, while also developing and executing operational best practices across the organization. James joined Arise in 2009 as Vice President, Business Development, responsible for building strategic partnerships with game-changing clients.
James started his career as Lead Electrical Systems Product Manager for the Department of Energy's Naval Nuclear Propulsion Directorate. In this role, he was responsible for a $300M overhaul of key reactor control systems for the U.S. Navy's fleet of aircraft carriers and was eventually promoted to General Manager. After receiving his MBA, James joined Intuit as a Product Manager and led several initiatives to innovate QuickBooks through customer-centric design. James went on to found CW Music, which helped Fortune 500 brands drive deeper customer engagement in partnership with touring musicians. Immediately prior to Arise, he held senior leadership roles at two fast growing tech companies where he drove significant revenue through large strategic partnerships, leading to acquisition and top-tier venture capital investment, respectively.
James holds an MBA from Harvard Business School, and earned Master's degrees from Virginia Tech (Systems Engineering) and the U.S. Navy (Nuclear Engineering). He started his education at Vanderbilt University where he earned a BS in Electrical Engineering.
Equinix View Bio »
Marton Jojarth is Vice President for Customer Success at Equinix. He has been with the company since 2009 and has headed the Customer Success department since 2012. In his current role, Marton has helped to develop one of the largest and most competent customer service departments in the datacenter industry, supporting a business generating over $3b in revenue in over 100 locations on 5 continents, and regularly earning awards for customer excellence.
Marton believes that customer service professionals are the biggest source of competitive advantage in many companies. What prevents companies from unlocking this potential are archaic management techniques that are long out of bounds for most corporate departments, but still popular in customer service. Marton’s work as a customer success leader focuses around humanizing the workplace and making it the #1 career choice for aspiring talent.
Before leading the successful customer service department, Marton served as the Vice President for Global Sales Strategy at Equinix. Prior to joining Equinix, Marton served as Engagement Manager for McKinsey & Company, advising clients on building customer services and sales organizations.
Marton has a doctorate in Economics, holds a MSc in Industrial Relations from Oxford University and an MBA from Harvard Business School.
Follow Marton on twitter @MartonJojarth
LAM Research Corp. View Bio »
Stephen Keeney is vice president of Customer Experience, Global Quality at Lam Research. In this role, Dr. Keeney is responsible for ensuring Lam delivers on its customer commitments for product performance, service, and support. Before joining the company in 2014, Dr. Keeney worked at GLOBALFOUNDRIES for three years as the director for Technology Development, Integration and Devices. During his 15-year tenure at Intel Corporation, he held various technical and management roles in the areas of process technology development, product engineering, and quality and reliability engineering. He also spent three years as the chief operating officer of a semiconductor product design start-up. Dr. Keeney holds several patents in the fields of circuit design, flash memory architecture, and operation. He earned a B.E. degree from University College Dublin, Ireland, and a Ph.D. in microelectronics from University College Cork, Ireland.
Yahoo View Bio »
Speaker bio coming soon...
Aspect View Bio »
Michael brings more than 25 years of experience in the customer service and contact center industries to Aspect. As a director of product marketing at Aspect, Michael contributes directly to company strategy with a view to market trends and product strategy, focusing on enhanced customer experiences enabled through Omni-channel contact strategies and workforce optimization.
Joining Aspect in April 1999, Michael brought more than nine years of customer service, technical and sales training experience to the company, where he was initially the lead sales and technical channel partner trainer for the company’s contact management platform.
Illumina View Bio »
John has over 20 years of cross-functional leadership experience in the medical device and biotech industries serving clinical markets.
More recently John has led global service teams to industry leading customer loyalty scores and employee engagement.
John has actively participated in FDA inspections at four different firms and has a keen understanding of compliance and governance expectations associated with working in a clinical environment.
He has led Service, Engineering, and Marketing teams. Prior to joining Illumina, John served as the VP of Global Field Service and Technical Support at Accuray in the radiation oncology market. He has also worked at Philips Medical Systems and ADAC Laboratories in the diagnostic imaging space.
Sparkcentral View Bio »
As Account Executive at Sparkcentral, Geoff Mohr brings over 15 years of software and technology sales and business development experience. His career spans a number of leading technology providers including Hewlett-Packard and Salesforce.
As part of the sales team at Sparkcentral, Geoff partners with clients to address the growing need for enterprises to adapt their customer service strategy in order to effectively serve customers on social and mobile channels.
Oracle View Bio »
In his current capacity, JP drives the go-to-market initiatives for the Oracle CX for Service Cloud offering. As recognized thought leader, innovator and strategist, JP has over 15 years experience in SaaS, Customer Service, Customer Experience and CRM application development. JP joined Oracle through the RightNow acquisition where he lead the Global Product Marketing team. Prior to that JP lead Product Management for a Social CRM startup that was part of the Oracle Inner Circle partner program for Oracle CRM Ondemand
First American Title Insurance Company View Bio »
Tom Schlesinger has 38 years of experience in the Title Industry. In January 1998 he joined First American Title Insurance Company and ran their Regional Lenders Advantage Division for 13 years. This Division had operations in 5 Western States. During this time his Division showed dramatic increases in both market share and retention.
In October of 2011, Tom was promoted to Senior Vice President-National Director of Customer Care for First American’s Direct Division. He is responsible for the development of the customer experience in 27 States, with over 800 branches, and in excess of 6,000 employees.
A key component of the First American customer care initiative is focused on their training with the Disney Institute. He worked closely with the instructors at Disney to create a training program that blended the Disney experience with the needs of the Title industry. Tom has sent over 300 managers through training with Disney in the past 4 years. He works with each of their operations by conducting training sessions to help them understand the Disney philosophies and how First American can adapt these to their industry and create a great customer experience. Since the inception of this program they have seen a substantial increase in repeat business.
eBay View Bio »
Troy leads Marketplace’s global organization focused on harnessing voice-of-customer, and using it to drive improvements in eBay’s processes, products and strategies in ways that enhance the end-to-end experience of buyers and sellers. His teams comprise NPS, Operational Excellence, Continuous Improvement and Program Management across all eBay geographies, functions and markets. Troy has been with eBay since 2012.
Prior to joining eBay, Troy led Charles Schwab's Client Loyalty & Consumer Insight organization. He spearheaded the development, launch and execution of Schwab’s NPS program, and coordinated the organization’s efforts that resulted in a 60+ NPS improvement over the course of three years. Troy’s team was also chartered with helping to instill and enable a client-centric culture throughout Schwab.
Troy began his career with the Boston Consulting Group, where he spent six years in BCG’s Chicago and New Zealand offices. He holds an MBA from the Wharton School and a BA from Northwestern University.
7:30am β 8:30am Breakfast
8:30am β 8:35am Argyle Executive Forum Opening Remarks
8:35am β 9:15am Keynote Speaker
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"The 10 Things Innovative Leaders do to Humanize Customer Care"
Vice President, Customer Success
9:20am β 9:40am Thought Leadership Spotlight Presented by Oracle
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Senior Director of Solution Strategy
*Please note this session is off the record
9:40am β 10:05am Coffee Break
10:05am β 10:25pm Thought Leadership Spotlight Presented by Medallia
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Director of Marketing Strategy
10:30am β 11:20am Panel Discussion Presented by 7 and Aspect
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"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 proο¬tability
Vice President, Customer Solutions
Head of Customer Support Operations
Senior Director, Product Marketing Strategy
Senior Director, Product Management and Customer Experience
Director, Product Marketing
11:25am β 11:45am Thought Leadership Spotlight Presented by LogMeIn
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"Engaging with the Modern Customer"
Director, Enterprise Field Sales, North America
11:45am β 12:00pm Coffee Break
12:00pm β 12:05pm Session Introduction Presented by Sparkcentral
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Introducing "Leadership Speaks: Next Generation of Customer Care":
12:05pm β 12:50pm Panel Discussion Presented by Arise Virtual Solutions and InMoment
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"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?
Vice President Customer Experience, Global Quality
LAM Research Corp.
Vice President, Member Compliance Operations
Herbalife International of America
VP, Worldwide Strategic Accounts
Vice President & General Manager
Arise Virtual Solutions
Senior Vice President, National Director of Customer Care
First American Title Insurance Company
12:50pm β 1:10pm Thought Leadership Spotlight Presented by MaritzCX
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1:10pm β 2:10pm Lunch
2:10pm β 2:45pm Keynote Speaker
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SVP, Head of Customer Experience Insights - Wholesale Internet Services
2:45pm β 3:00pm Coffee Break
3:00pm β 3:35pm Keynote Speaker
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Vice President, Customer Loyalty & Business Excellence
3:40pm β 4:15pm Keynote Speaker
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"Good Service... is the New Sales"
Area Vice President, Global Customer Service
4:15pm β 4:20pm Argyle Executive Forum Closing Remarks
4:20pm β 5:20pm Closing Reception
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
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