2016 Customer Experience Leadership Forum
Why You Should Attend!#ArgyleCX
Join Argyle Executive Forum as we bring together leading senior customer experience, care, support & service executives for our annual Customer Experience Forum in San Francisco. Speakers will hone in on a myriad of valuable, actionable takeaways as we dive into the most pressing challenges that CX executives are grappling with, the latest takeaways from innovative customer-centric strategies, as well as new angles to communicate the needs of the customer across the C-suite. The day will consist of alternating content sessions and valuable networking time with your peers in the region, including Chief Customer and Experience Officers, as well as VPs, heads and directors of customer experience, customer care, support & service. Additional key topics we’ll explore include:
- Cost-effective strategies to address the needs of the increasingly demanding customer
- Creating seamless experiences across the entire customer journey, including pre-sales, service and technical support interactions
- Utilizing automated analytics, cross-channel support, contact rate, and performance support data
- Empowering agents to deliver fast, efficient, and frictionless service
- Incorporating tactics to draw in/retain millennial customers
- Evaluating technological needs and revamping outdated call center platforms
The need to address these climbing expectations is all the more difficult in today’s competitive, budget-tight marketplace. This Forum will help you gain actionable insights on the biggest challenges facing the customer experience sector today, while also illuminating valuable opportunities to take advantage of. Our VP and C-level speaking faculty is carefully assembled from the nation’s leading brands and disruptors, and they will share their candid insights on both their successes and their top challenges.
This event will feature insights from top executives, including:
If you'd like to recommend a speaker, please email Tyler Lettich at firstname.lastname@example.org.
Wells Fargo View Bio »
Jonathan Alloy is Vice President at Wells Fargo Bank in San Francisco. He leads product management for wholesale customer due diligence tools, and previously crafted social media and marketing campaigns for consumer debit cards. Jonathan completed DuPont’s Marketing Leadership Development Program and served as vice chair of San Francisco’s General Obligation Bond Oversight Committee. He holds an MBA from the University of Michigan and a BS from Frostburg State University.
Wells Fargo View Bio »
Melanie Arens is Vice President and Head of Physical Channels Design for Wells Fargo's ATM and Store Strategies Group. She has been at Wells Fargo for more than a decade.
Melanie is a skilled user experience practitioner and leader, supervising a team of managers and professional researchers, strategists, interaction designers, visual designers, and content strategists. She is a brand steward, manages innovation programs, experience strategies, and is an expert design thinking facilitator.
Melanie co-created the user-centered design (UCD) process for the Digital Channels Group. She has worked on hundreds of projects while at Wells Fargo, many of them large, complex, and cross-organizational initiatives.
Melanie loves finding ways to inspire her team, encouraging each person to bring his or her best self to work each day. She enjoys collaborating with partners to share design thinking and creative problem solving processes in order to foster innovation and solve for the most challenging customer-experience problems.
Melanie was born in Omaha, Nebraska. She’s lived in San Francisco and Oakland for the past 20 years. She graduated cum laude from San Francisco State University with a Bachelor of Science in Social Science.
GoPro Inc View Bio »
Todd is the Chief Information Security Officer (CISO) for GoPro Inc, a global consumer electronics and software company with over 20 office locations worldwide. He is responsible for developing and executing the cybersecurity programs for GoPro globally. He leads multiple Cybersecurity functions focused on securing the use of Cloud Applications, Cloud Operations, Cloud Security Governance, and Cyber Security Resiliency. GoPro is believed to be one of the largest “cloud only” companies in the world.
Prior to GoPro, Todd spent time leading Cybersecurity consulting practices for KPMG LLP, and Forrester Research.
Prior to these consulting positions Todd worked at Warner Bros Entertainment as a Vice President and Chief Information Security Officer, while simultaneously holding the position of Vice President of Enterprise Architecture.
Prior to Warner Bros, Todd spent 8 years at AMGEN, the world’s largest Biotech company, where he served as the Chief Information Security Officer and held the position of Corporate Director.
Early in his career, Todd learned the details of information security as a Naval Officer managing some of the Navy’s largest telecommunication systems. Todd got his Masters in Telecommunications from the United States Naval Postgraduate School in Monterey California, and his Bachelors from the University of Hawaii.
Todd is an Adjunct Professor at California Lutheran University where he’s taught computer science courses since 2001. Todd also served as a Board member of the Ventura County YMCA, and was a part Orange County’s Big Brother Big Sister Program.
California Academy of Sciences View Bio »
The Chief Marketing Officer of the California Academy of Sciences, Melissa Barritt Felder strives to drive museum visitorship, and strengthen recognition and understanding of all that the Academy has to offer its diverse audiences. In order to attract and engage visitors of all ages, Felder pursues marketing and public relations initiatives, sales strategies, partnerships, and campaigns that highlight the Academy’s offerings in new and compelling ways. Through strategic communication channels and product offerings, her team provides critical ongoing financial support to further the institution's mission to explore, explain, and sustain life. Drawing upon the Academy’s one-of-a-kind exhibits, compelling programs, and scientific expertise, she aims to inspire curiosity about science and the future of the natural world among all who encounter the institution.
Felder joined the Academy in April 2012, bringing an extensive background in marketing and sales with a variety of large corporations as well as start-ups. She has successfully driven revenue and consumer engagement for leading brands in the financial services, packaged goods, and technology sectors. Most recently, Felder was Vice President of Sales Operations at AAA Northern California, Nevada and Utah, where she was responsible for the strategy, marketing and sales for their membership, travel, and insurance agency operations. There, she led the transformation of sales and service effectiveness at over 100 retail locations, resulting in growth, improved productivity and customer satisfaction. She began her career in market research with Kraft and then moved through marketing positions with Nabisco and Tropicana-Dole before becoming a Vice President of Marketing with Del Monte. After Del Monte she led marketing for successful start-ups Snapfish.com and Posit Science.
Felder earned a Bachelor of Science degree in Sociology at the University of Wisconsin-Madison, where she also received her Masters of Business Administration in Marketing. In her spare time, she enjoys mountain biking, hiking, and spending time with her husband and children in Kentfield, California.
Wells Fargo & Company View Bio »
Marie Floyd is Senior Vice President and Head of Digital Customer Experience at Wells Fargo. Her team is responsible for customer insights, design, and content for Wells Fargo’s mobile applications and web experiences. Marie has devoted her career to improving customer experiences in the high-tech industry since 1989. Her prior affiliations include eBay, Intuit, Nielsen Norman Group, Lotus Development, Dun & Bradstreet Software, and University of California at Berkeley. She is co-author of the best-selling 2002 book "Homepage Usability: 50 Websites Deconstructed" and has spoken and taught around the world on customer research methodologies and design.
General Electric View Bio »
As the Head of Customer Success, Global Support and Engagement at GE my focus is to ensure our Power Digital Customers fully adopt and realize business value from our portfolio of Digital Solutions.
My background encompasses a wealth of customer services, IT operations, global business and Silicon Valley expertise driving major transformational change involving new product and services strategies with aligned organizational design.
Wells Fargo View Bio »
Jenna Hammer has spent more than a decade helping financial institutions create better customer experiences. She started as a usability practitioner, and currently manages the Wells Fargo Digital Customer Insights practice, where her team of user experience researchers ensures the bank’s digital banking experiences meet customer needs.
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.
Essex Property Trust View Bio »
Rohini Jatkar has worked in digital, social and mobile marketing for 13+ years on the agency and client side, in industries including healthcare, grocery retail, financial services and multifamily housing. Her body of work includes brands like Johnson and Johnson, Safeway, Franklin Templeton and Essex Property Trust. She specializes in advertising, brand building, multi-channel strategy, analytics and integrated marketing campaigns. She has a solid understanding of B2C, B2B and eCommerce spaces. She holds an MBA in International Business from the University of South Carolina and a Chemical Engineering degree from India. Away from work, she is an avid world traveler, an adventure sports junkie and mommy to two wonderful kids.
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.
Aspect View Bio »
Abhay is passionate about building products customer-back and thrives on making the connection between a real-world business need and the technological solution that will solve it. At Aspect, he is focused on developing a customer experience vision for key industry verticals – one that can turn a customer service interaction into a memorable experience versus one that a customer would like to forget.
He has extensive experience in working with Fortune 100 companies to identify and quantify the business value of their collaboration/customer care investments. Previous avatars have included wearing the product management cap at a Silicon Valley startup as well as leading engagements at McKinsey & Company. Abhay is a graduate of Indian Institute of Technology, Bombay and the Indian Institute of Management, Ahmedabad.
Pandora View Bio »
Speaker bio coming soon...
Oracle View Bio »
In his current capacity, JP drives the strategic consulting engagements for the Oracle CX Service Cloud solutions. As a recognized thought leader, innovator and strategist, JP has over two decades of IT experience in SaaS based Customer Service, Customer Experience and CRM application development. JP was one of the early pioneers of web self-service back in the late 90s, Social CRM in the mid 2000s, and CX in the late 2000s. JP joined Oracle through the RightNow acquisition at the beginning of 2012 where he lead the Global Product Marketing team. Prior to that JP has lead Solution Consulting, Professional Services, Product Management and Development teams across the globe. JP successfully leverages his breadth an depth about the market, technologies, and processes to help guide businesses in how to mature their customer service and support practices to reach their customer experience goals.
LogMeIn View Bio »
Christopher is a Senior Product Manager for LogMeIn Rescue, responsible for the product’s strategy. Leveraging product experience spanning over 9 years, Chris is tasked with driving Rescue’s growth by identifying, prioritizing, and developing features to address current market needs as well as uncovering future market opportunities. He also works with the Company’s sales and marketing teams to help develop and refine messaging and go-to-market plans by providing customer insights and evolving buyer personas.
Prior to LogMeIn, Chris worked as an evidence-based consultant helping clients develop and enhance product offerings, and understand and improve brand impressions. He used customer centric research and data to help conceive, validate and launch products for his clients. Chris has also collaborated with technology and financial companies to formulate and co-author industry thought leadership.
Autodesk View Bio »
Heather Simon is the Director of Service Design for Autodesk and an occasional speaker at industry events. For the past four years, Heather has been redesigning the support experience at Autodesk while the company transitions to a subscription model. She has spoken at Dreamforce, sharing Autodesk best practices on support process and content creation. Heather is driven by a customer-first mentality and uses her customer experience tools learnt from Amazon where she worked as an Operations Program Manager and Product Manager for Kindle. Heather is a past winner of the Association of Support Professionals “Top Ten web support sites” and is looking forward to transforming the way companies help customers at scale.
VSP Global View Bio »
As Senior Director of Operations, Jonathan Worrall leads the eCommerce business for VSP Global’s online optical store Eyeconic. Guiding the newly formed team from start-up status to a high-performing, cross-functioning group aligned around delivering a best-in-class customer experience, Jonathan has helped foster a global mindset achieving notable organizational efficiencies and revenue growth. Previous to his role with VSP Global, Jonathan honed his leadership and operations skills through a 15-year career with prominent grocery retailer Safeway. From groceries to glasses, Jonathan’s greatest passion is mentoring talent and nurturing the team dynamic to deliver results and sustainable growth.
8:00am – 9:00am Breakfast
9:00am – 9:05am Argyle Executive Forum Opening Remarks
9:05am – 9:45am Fireside Chat: "Customers Included: Using personas to keep customer needs top-of-mind"
read more »
Wells Fargo uses personas, a customer model based on deep primary research, to keep consumers' needs, attitudes, and behaviors at the forefront while designing products and services. We will discuss how we've encouraged persona adoption and use at various levels of the organization, how they support customer-centric decision making, and lessons learned along the way.
Senior Vice President, Digital Customer Experience
Wells Fargo & Company
Vice President, User Research Manager
*Please note this session is off the recordl
9:50am – 10:10am Thought Leadership Spotlight: "The Oracle Roadmap to Modern Customer Service"
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Exceptional Customer Service has always been important, but it’s never been more difficult to achieve. In the last few years there has been a tremendous shift in the perception of the role of customer service departments from a necessary operational cost center, into something much more strategically important, the face of the organization. Now organizations are turning to business leaders like you to fully optimize their strategies across the complete journey of digitally empowered customer. The mandate is clear: fully engage with your increasingly mobile, connected customers, using more relevant, personalized experiences to ultimately create more loyal, profitable relationships. But the question remains… HOW? This session will introduce you to a maturity model which provides the incremental steps for how to evolve your Customer Service into a Modern Strategic Customer Experience partner for your business.
Senior Director, Strategy
*Please note this session is off the record
10:10am – 10:30am Coffee Break
10:30am – 10:50am Thought Leadership Spotlight: "Delivering Seamless Customer Engagement & Support in a Connected World"
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Exceptional Customer Experience has always been important, but it’s never been more difficult to achieve. A great customer experience creates differentiation, drives repeat purchases and revenue growth. In today’s digital economy, every moment is an opportunity to engage and create a truly memorable experience. Yet businesses struggle to create consistent experiences due to the proliferation of channels and devices, multiple systems and data sources spread across functional groups. Technology is the key to breaking down the traditional silos and uniting data across disparate systems to ultimately deliver on today's expectations.
Discussion topics will include, but are not limited to:
- Creating seamless experiences across channels and devices through any stage in customer journey channels
- Using contextually relevant data to create truly personalized experiences
- Empowering agents to deliver fast, efficient, and frictionless service
Senior Product Manager, Customer Engagement & Support
10:55am – 11:40am Panel Discussion: "Achieving a Seamless Experience"
read more »Session topics include, but are not limited to:
- Creating an omni-channel experience that significantly improves customer engagement
- Developing a comprehensive digital transformation strategy for the Customer Care Center
- Using contextually relevant data to create truly personalized customer experiences
- Taking advantage of new CX technology in your Customer Care Center
- Empowering your front line employees to deliver world-class experiences in an Omni-channel environment
- Building success metrics that demonstrate ROI to the executive team
Chief Revenue and Marketing Officer
California Academy of Sciences
Vice President and Head of Physical Channels Design
Area Vice President, Global Customer Service
Director Integrated Marketing
Essex Property Trust
Vice President Customer Experience, Global Quality
LAM Research Corp.
11:40am – 12:00pm Coffee Break
12:00pm – 12:20pm Thought Leadership Spotlight: "Consumer Engagement 20/20"
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Today’s consumers have greater expectations of the organizations they do business with. They are mobile, self-reliant and value easy access to information and services. They expect to interact on their channels of choice including text, mobile apps and social — with self-service options quickly becoming their preferred mode of interaction. And when they move between channels, or need help from an agent, they want to pick up the conversation right where they left off.
As consumer expectations continue to evolve, how can contact center leaders meet and exceed these expectations to create meaningful relationships and drive real loyalty? In this session “Consumer Engagement 20/20”, we will discuss how you can enhance the customer experience and lower costs by empowering consumers with increased self-service options and elevating the role of your agents to subject matter experts when your customers need them.
Senior Director, Cloud Solutions
12:25pm – 1:00pm Keynote Presentation: "Don’t Let a Data Breach Ruin Your Customers’ Day"
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Data breaches have become commonplace: not a week passes by that another major company has made headline news for compromised data. The bad news is that data breaches are inevitable. But the good news is that you can take actions as a Customer Experience Executive to reduce the likelihood of a breach. This session will cover a few simple steps you can follow to avoid being “easy pickings” for malicious hackers.
Chief Information Security Officer (CISO)
1:00pm – 2:00pm Lunch
2:00pm – 2:45pm Panel Discussion: “Data’s Growing Role in Deepening Knowledge About Customer Insights”
read more »Session topics include, but are not limited to:
- Translating data into actionable consumer insights and better decision making
- Tactics for discovering, segmenting, targeting and engaging consumers
- Best practices for prioritizing and governing investments in data analytics and insight generation
- Staying ahead of the competition and trends as they’re emerging with real time data
- Measuring results and demonstrating ROI in the new digital context
Vice President, Wholesale Banking Product Management
Vice President of Customer Success and Digital Transformation
Head of Analytics
Head of Service Design
2:45pm – 3:00pm Coffee Break
3:00pm – 3:35pm Fireside Chat: "Hold the Phone! Maximizing Customer Connections through your Call Center"
read more »
Head of eCommerce Operations
Vice President, Wholesale Banking Product Management
3:35pm – 3:40pm Argyle Executive Forum Closing Remarks
3:40pm – 4:40pm 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
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
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
I'd like to bring some colleagues. Do I need to
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!
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Traveling for the event? Stay at one of our
Please note the below is the preferred hotel of Argyle Executive Forum. Please specify that you are part of the Argyle group when booking sleeping rooms in order to receive a discounted rate of $279.00 per night, taxes not included. In order to receive this rate, please book your room no later than November 14, 2016.