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 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.

Argyle meetings are by invitation only. If you did not receive an invitation but would like to inquire about attendance, please click here.


This event will feature insights from top executives, including:

If you'd like to recommend a speaker, please email Scott Robbin at srobbin@argyleforum.com.

Tim Albright Senior Director, Community Strategy
Jive Software
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Bob Azman Senior Vice President - Customer Experience
Thomson Reuters
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Jessica Cain Director, Customer Strategy & Change Integration
Northeast Utilities
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Elizabeth Carducci Vice President, Best Practices, Strategic Business Analysis, Executive Presentations
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Alan Ciaverelli Vice President Operations
21st Century Insurance and Financial Services, Inc.
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Joe Cothrel Chief Community Officer
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Charles R. Dickerson Vice President Performance Management & Support Services
Pepco Holdings, Inc.
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Nancy Dobrozdravic Vice President of Solutions Marketing
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Joseph Forline VP Customer Solutions, PSE&G
Public Service Electric and Gas Company
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David Gustafson Executive Vice President of Product and Customer Operations
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Les Harrell Vice President - Business Customer Service
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Ian Jacobs Senior Marketing Manager
Genesys Partners
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Stacy Kouba VP, Customer Success
CA Technologies
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Michael Moore Vice President & General Manager Call Center & Sales Operations
Sirius Satellite Radio
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JC Quintana WW Chief CEM Innovation Executive Customer Experience Management
Hewlett Packard
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Brace Rennels Vice President Community Strategy
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Suzanne Ronner Vice President, Customer Service
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David Stanley-Jones Director of Professional Services
eGain Communications Corporation
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Lee Valentini Senior Assistant Vice President, Service Center Operations
Amica Mutual Insurance Co.
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Christine Viera Vice President, Product Marketing CRM/CX Solutions
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John Wong SVP, US Head of Customer Experience & The Office of Complaints Ombudsman
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Carrie Zuchorski Vice President, Customer Care
Weight Watchers International, Inc.
View Bio »
  • 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 
    Attendees will discuss real companies and real stories about customer experience journeys and challenges with a light mix of academic learning so we can apply the principles to our companies when we return to them after the conference.Bob AzmanSenior Vice President - Customer Experience and EducationThomson Reuters

  • 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?
    Moderator:Michael BiondoVP, Digital OperationsClear Channel Communications Panelists:Tim AlbrightSenior Director of Community StrategyJive SoftwareJessica CainDirector, Customer Strategy & Change IntegrationNortheast Utilities Stacy KoubaVP, Customer SuccessCA Technologies Brace RennelsVice President Community StrategyEMC

  • 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?
    Moderator:Bob AzmanSenior Vice President - Customer Experience and EducationThomson ReutersPanelists:Charles R. DickersonVice President Performance Management & Support ServicesPepco Holdings, Inc.Nancy DobrozdravicVice President of Solutions MarketingAspectJC QuintanaWW Chief CEM Innovation Executive Customer Experience ManagementHewlett PackardJohn WongSVP, US Head of Customer Experience & The Office of Complaints OmbudsmanHSBC

  • 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?
    Moderator:Suzanne RonnerVice President, Customer ServiceEmblemHealthPanelists:Elizabeth CarducciVice President – Best Practices, Strategic Business Analysis, Executive PresentationsMedalliaLes HarrellVice President - Business Customer ServiceWindstreamLee ValentiniSenior Assistant Vice President, Service Center OperationsAmica Mutual Insurance Co.Carrie ZuchorskiVice President, Customer CareWeight Watchers International, Inc.

  • 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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    Closing Remarks

  • 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:

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!

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 "2013 Customer Care Leadership Forum: Fall Event" in New York
is proudly sponsored by:

About Image
  • "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.

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 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 reservations@fitzpatrickhotels.com


The Fitzpatrick Grand Central

141 E. 44th Street
New York, NY 10017
Telephone: (800) 367-7701

Continuing Education Credits:

Please note that Continuing Education credits are not offered for this meeting.