the future role of customer care

1 Day Meeting

2014 Customer Care Leadership Forum: Fall Event

New York, NY - Nov 05, 2014

Overview

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.

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Speakers

If you'd like to recommend a speaker, please email speakerinquiry@argyleforum.com

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Phil Coady

Vice President of Sales, Americas

Clarabridge

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Brian Curran

Vice President of Customer Experience Strategy and Design

Oracle

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Lawrence DiCapua

Global Head, Revenue Marketing Center of Excellence

General Electric

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Dave Dobrosky

Senior Vice President, Customer Contact Centres

Scotiabank

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Nancy Dobrozdravic

Vice President of Solutions Marketing

Aspect

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Christine Gagnon

First Vice President - Head of Corporate Customer Experience

OneWest Bank N.A.

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Rosetta Lue

Chief Customer Service Officer & 311 Contact Center Operations Director

City of Philadelphia

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Dawn Melesko

Director of Social Media

BankMobile

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Trent Miller

Senior Business Consultant

Performance Technology Partners

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Donna L. Pobiner

Former Vice President

MetLife

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Giulio Possenti

SVP, Head of Service Delivery Contact Centers - Americas

AIG

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Brace Rennels

Vice President Community Strategy

EMC

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Suzanne Ronner

Vice President, Customer Service

EmblemHealth

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Bill Solomon

Senior Director, Customer Care

Vonage

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Beth Thomas-Kim

Sr. Director, Global Consumer Insights and Communications

Johnson & Johnson

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Lee Valentini

Senior Assistant Vice President, Service Center Operations

Amica Mutual Insurance

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Dale Weideman

Director, Customer Solutions - B2B

Medallia

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Deborah Wenger

COO

JABRA

Agenda

This event will feature insights from top executives, including

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8:00am - 9:00am
Breakfast
9:00am - 9:05am 
Argyle Executive Forum Opening Remarks
9:05am - 9:40am
"The State of the Customer Experience"Â 
Christine GagnonFirst Vice President – Head of Corporate Customer ExperienceOneWest Bank
9:45am - 10:05am 
Thought Leadership Spotlight Presented by Oracle
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
"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 
Moderator:Lee ValentiniSenior Assistant Vice President, Service Center OperationsAmica Mutual Insurance Panelists:Dave DobroskySenior Vice President, Customer Contact CentresScotiabank Dawn MeleskoDirector of Social MediaBankMobileTrent MillerDirector, Consulting for Customer Experience ManagementPerformance Technology Partners Donna L. PobinerFormer Vice PresidentMetLifeGiulio PossentiSVP, Head of Service Delivery Contact Centers – AmericasAIG
11:20am - 11:40am 
Thought Leadership Spotlight Presented by Clarabridge 
“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
Vice President Community StrategyEMC 
12:40pm - 1:00pm
Thought Leadership Spotlight Presented by Medallia 
Dale WeidemanDirector, Customer Solutions – B2BMedallia
1:00pm - 2:00pm
Lunch
2:00pm - 2:20pm
Thought Leadership Spotlight Presented by Aspect 
Consumer Engagement 2020Nancy DobrozdravicVice President of Solutions MarketingAspect 
2:25pm - 3:10pm
Panel Discussion
“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 
Moderator:Christine GagnonFirst Vice President – Head of Corporate Customer ExperienceOneWest BankPanelists:Beth Thomas-KimSenior Director, Global Consumer Insights and CommunicationsJohnson & Johnson Rosetta LueChief Customer Service Officer & 311 Contact Center Operations DirectorCity of Philadelphia  Brace RennelsVice President Community StrategyEMC  Suzanne RonnerVice President, Customer ServiceEmblemHealth Bill SolomonVice President, Customer CareVonage 
3:15pm - 3:35pm
Thought Leadership Spotlight Presented by JABRA 
Deborah WengerChief Operating OfficerJABRA 
3:35pm - 3:50pm
Coffee Break 
3:50pm - 4:25pm
Lawrence DiCapua
Global Head, Revenue Marketing Center of ExcellenceGeneral Electric 
4:25pm - 4:30pm
Argyle Executive Forum Closing Remarks 
4:30pm - 5:30pm
Closing Reception
*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.

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Sponsorship Information

This event will feature insights from top executives, including

  • Thought Leadership Spotlight Partner

  • Thought Leadership Spotlight Partner

  • Thought Leadership Spotlight Partner

  • Thought Leadership Spotlight Partner

  • Thought Leadership Spotlight Partner

  • Panel Partner

  • Senior Supporter Partner

  • Senior Supporter Partner

  • Senior Supporter Partner

  • Supporter Partner