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 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:

Phil Coady Vice President of Sales, Americas
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Brian Curran Vice President of Customer Experience Strategy and Design
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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
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Nancy Dobrozdravic Vice President of Solutions Marketing
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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
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Trent Miller Senior Business Consultant
Performance Technology Partners
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Donna L. Pobiner Former Vice President
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Giulio Possenti SVP, Head of Service Delivery Contact Centers - Americas
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Brace Rennels Vice President Community Strategy
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Suzanne Ronner Vice President, Customer Service
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Bill Solomon Senior Director, Customer Care
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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
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Deborah Wenger COO
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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” 
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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 
    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 
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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 
    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 
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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:

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 "2014 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 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 reservations@fitzpatrickhotels.com


The Fitzpatrick Grand Central

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