Embed Size (px)
Citation preview
2015 Customer Care Leadership Forum: Fall Event(New York)
Wednesday, november 4, 2015
administrative notes
securityPlease wear your name badge at all times during the meeting.Please do not leave your personal belongings unattended in the meeting rooms.Argyle Executive Forum will not be responsible for items left in the rooms.
mobile devicesPlease do not allow any mobile device to disrupt the meeting while in session.All devices should be on silent mode.
ConversationPlease use areas outside of the ballroom to converse when the meeting is in session.
smokingPlease note that smoking is not permitted in the meeting venue.
The content of this program and the attendee list remain the sole property of Argyle Executive Forum and may not be rented, sold, or given to any outside party or used to market or promote any other meeting. Any such unauthorized distribution represents theft of property for which Argyle Executive Forum will pursue any and all appropriate legal remedies.
Speaker Materials are available upon request, pending availability.
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Oracle and Java are registered trademarks of Oracle and/or its affiliates.
Oracle CloudApplications
ERPFinancials Procurement Projects Supply Chain
HCMHuman CapitalRecruiting Talent
CRMSales Service Marketing
More Enterprise SaaS Applications Than Any Other Cloud Services Provider
agenda
2015 Customer Care Leadership Forum: Fall event (new york)
Wednesday, November 4, 20157:25am – 5:35pm
7:25am – 8:25am
Breakfast
8:25am – 8:30am
Argyle Executive Forum Opening Remarks
8:30am – 8:35am
Session Introduction Presented by Sparkcentral
Spencer HallCustomer Experience StrategistSparkcentral
8:35am – 9:10am
Fireside Chat
Fireside chat Featuring:Elisa PadillaChief Marketing OfficerBrooklyn Nets|Barclays Center
and
Tyrel KirkhamVice President, Global MerchandisingBrooklyn Nets|Barclays Center
agenda
9:15am – 9:35am
Thought Leadership Spotlight Presented by Oracle
“Modern Service Requires a Modern Approach”
Are you connecting your customer service initiatives to your Customer Experience strategy? Are you transforming your service organization from a cost center to profit center? Maybe you are simply struggling to just meet modern consumers’ service expectations across multiple channels? Come to this session to discover a roadmap to becoming a Modern Customer Service Organization. We will share best practices for having your customers engage with your brand, how your agents can service customer needs with ease, and how your business can best adapt to evolving changes.
JP SaundersSenior Director of Solution StrategyOracle
*Please note, this session is off the record.
9:35am – 9:55am
Coffee Break
agenda
9:55am – 10:40am
Panel Discussion Presented by Medallia
“The Next Generation of Customer Care”
Session topics include, but are not limited to:
• How has your role evolved over the past few years? How has your role become more strategic and central to the direction and growth of the company?
• What are some of the key technology trends Customer Care executives are exploring? How are you leveraging technology to deliver a unified customer experience?
• How are you working with different functions to make the call center a contributor to corporate success to drive customer loyalty?
• Predictions about the virtual workforce and driving business growth• What are the new and emerging channels that are presenting with you the greatest opportunities to
engage and delight your customers?• How do you successfully identify what is most important to the customer and leverage this data to
create actionable insights?• How are you utilizing technology to improve operational efficiencies in the call center to deliver an
enhanced customer experience?• Where does the call center fit in with your organization’s omnichannel strategy?
Panelists:Scott LandryVice President of Global Customer SupportAkamai Technologies
Jennifer SchmittSolution Principal, Vertical SalesMedallia
Lee ValentiniSenior Assistant Vice President, Service Center OperationsAmica Mutual Insurance Bob WhiteHead of Customer ServiceLinde North America
Moderator:Lisa BiggicaVice President, Customer Care & SupportSusquehanna Bank
agenda
10:45am – 11:05am
Thought Leadership Spotlight Presented by LogMeIn
“Engaging with the Modern Customer”
As organizations adapt to the ever – evolving digital era and tailor their strategies to their newly – empowered customers, they are increasingly looking to their Heads of Customer Care for guidance on how to best navigate these transformations. In addition to managing their traditional responsibilities, CX and customer support professionals are now being pressed to leverage new tools and technologies to combat their challenges in the most relevant, effective and cost – efficient manner, and to demonstrate the results of these efforts to the executive team. By leading the charge and adopting innovative strategies to fully engage the increasingly mobile and increasingly connected customer, CX executives can deliver more relevant, personalized experiences, driving more meaningful interactions and, ultimately, more loyal, profitable relationships.
Hear LogMeIn’s Dave Campbell, discuss best practices and innovative CX trends in today’s ever evolving support market – including how to modernize customer contact interactions, what’s driving customer engagement, and how to deliver exceptional customer experience to drive business success. Dave CampbellSenior Director of Products, LogMeIn RescueLogMeIn
11:05am – 11:25am
Coffee Break
11:25am – 11:45am
Thought Leadership Spotlight Presented by LiveWorld
“Customer Service Becomes 21st Century Marketing”
Today’s connected consumers are driving the agenda and forcing businesses to adapt or die. How do you deliver great customer service in this atmosphere, where your customers can publish a negative experience or complain about your product in social media?
In this presentation, social media pioneer Peter Friedman will share the exceptional opportunity organizations have to transform their business around the customer experience, and the role of customer service – as the enterprise’s experts in scaling quality customer interactions. How the principles of customer service will drive marketing and the customer experience in the social media connected world
Peter FriedmanChairman & CEOLiveWorld
agenda
11:50am – 12:40pm
Panel Discussion Presented by [24]7 and Five9
“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 profitability
Moderator:Dana TuckerHead, CAO, Customer Centricity Program ManagementMetlife
Panelists:Brooks CrichlowVice President, Product Marketing[24]7
Bob WeisVice President, Customer ServiceJohn Wiley & Sons
Erin WilsonSenior Enterprise Sales ConsultantFive9
Nick VarneyVice President Design & TransformationDow Jones
agenda
12:45pm – 1:05pm
Thought Leadership Spotlight Presented by PegaSystems
“What can music teach us about Delivering a Digital Customer Experience?”
• In my “other job,” I’m a musician and my experiences there are probably some of the most valuable career training I’ve ever had. I think you can apply the skills I have learned around music recording, composition, and in peer to peer collaboration to work, life, and also to the way you think about your customers.
• Consider: • Music and customer experience is about working across “departments” to share data, ideas, and to build a composition that hits the right “outcome”. • Music and customer experience is about making the shift from thinking of yourself as a “soloist”, and each of your digital channels as stand-alone, to someone and something that’s part of the overall effort. • Music and customer experience is also about listening – to your customer, to each other, and then adapting to each other as musicians often do in a live setting.• We can’t just push customers some place, rather we are in the experience with them, so we must: • Work together to deliver – you need to internalize all of the customer experience – it can’t just be a façade. That means aligning the entirety of your operations around the customer. • Play your part – You need to add value at every interaction. And that value has to be relevant to your customers’ needs else it is left on the cutting room floor. • Listen – you can’t pay music or improvise with someone if you aren’t listening.• Bottom line: You must know your brand, arm your people with great tools to do their jobs and one of
the ways to do this is to follow a process that is very similar to the process that musicians follow as they compose, rehearse, record and produce music.
Chris BenedettoDirector of Marketing, Sales Automation and OnboardingPegasystems
1:05pm – 2:05pm
Lunch
2:05pm – 2:10pm
Session Introduction Presented by Responsetek
Mike RobertsSales DirectorResponsetek
agenda
2:10pm – 3:00pm
Panel Discussion Presented by Performance Technology Partners
“Leveraging Data to Maximize the Customer Experience”
Session topics include, but are not limited to:
• Building a data – driven customer care team • Using data to develop a Next Contact Resolution strategy that has the benefit of reducing volumes while increasing customer and agent satisfaction • Creating new data expert roles within the team to manage call resolution, customer satisfaction, and customer retention data• Creating an organizational infrastructure that not only supports the collection of data but also sets
in place a process to analyze and translate the data into valuable insights • Challenges encountered, best practices• How can customer care teams capitalize on the exponentially growing customer data generated
across channels to identify cost saving and revenue boosting opportunities?Communicating this value to the executive team• Managing online customer feedback to better monitor and respond to customer feedback • The new dynamic: understanding the power that the customer has over the brand • How to mitigate these new risks and how to transform the live feedback into an asset• Developing a formalized social roadmap: where to start, challenges encountered, best practices• Leveraging social data to track behaviors and drive sales
Panelists: Rosetta LueChief Customer Service Officer & 311 Contact Center Operations DirectorCity of Philadelphia
Trent MillerSenior Business Consultant
Sharone TateSenior Vice President, Digital Customer ExperienceCiti
3:00pm – 3:15pm
Coffee Break
PTP
Moderator: Brad MoszkiewiczHead of Service DeliveryPanasonic Consumer Electronics Company
agenda
3:15pm – 3:50pm
Fireside Chat
Fireside Chat Featuring:Diana RobinoSenior Vice President, Global New Product DevelopmentMasterCard
3:55pm – 4:30pm
“Your Passport to Leadership”
Steven GarganoFormer Head of Product Development and Customer ServiceU.S. Bank
4:30pm – 4:35pm
Argyle Executive Forum Closing Remarks
4:35pm – 5:35pm
Closing Reception
__________________________________________________________________________________
*Please note, the agenda is subject to change.
The 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.
Argyle Executive Forum, its directors and officers, do not guarantee that any information provided by a speaker or other participant is accurate or complete and Argyle Executive Forum does not endorse any opinions that may be presented.
I II I Interviewed by:Bob WhiteHead of Customer ServiceLinde North America
At Five9, we know that happier agents lead to happier customers—and higher productivity for your contact center. Find out how we can give your agents the tools and information they need to excel.
Cloud Contact Center Software
More Sales. Better Service. Happier Agents.
Cop
yrig
ht ©
Fiv
e9, 2
015
www.five9.com
PTP is a Customer Experience (CX) firm that collaborates with leading organizations to transform how they engage their customers
PTP is invested in your customer experience success
• We have a rich ecosystem of innovative clients, Gartner Magic Quadrant leading technology providers and strategic thinkers
• We are technology agnostic to provide unique, nimble solutions
• We design a comprehensive platform for the entire CX ecosystem, from marketing to sales to customer service
• We understand how to make your global CX platforms a competitive advantage, while also driving omni-channel engagement
• We enable technology, energy, retail, media, finance, government, healthcare, manufacturing, travel & hospitality, insurance and utility companies to transform how their customers engage with them
What our customers say:“The #1 value PTP brings to the BSC team is overall industry knowledge. As a healthcare company we can tend to focus on our specific business and operational issues, concerns and objectives. PTP provides technical, functional and usability input from their wider purview, allowing us to recognize opportunities and risks that our other-wise narrowed view would not allow.”
- Blue Shield of California, Jessica Kaufman
To partner with PTP Call: [email protected]
Companies we’ve partnered with for success include…
partners
thought Leadership spotlight partners
partners
thought Leadership spotlight partners
Only Oracle offers a complete and integrated CRM solution that breaks down silos to deliver a seamless customer experience across marketing, sales, commerce, service, and social. Whether deployed modularly to tackle specific business challenges or deployed as a comprehensive solution, Oracle’s integrated solutions take CRM to a whole new level.
Pegasystems develops strategic applications for sales, marketing, service and operations. Pega’s applications streamline critical business operations, connect enterprises to their customers seamlessly in real-time across channels, and adapt to meet rapidly changing requirements. Pega’s Global 2000 customers include many of world’s most sophisticated and successful enterprises. Pega’s applications, available on-premises or in the cloud, are built on its unified Pega 7 platform, which uses visual tools to easily extend and change applications to meet clients’ strategic business needs. Pega’s clients report that Pega gives them the fastest time to value, extremely rapid deployment, efficient re-use and global scale.
pega CUstomers
Pegasystems customers include the world’s leading and most sophisticated companies. They include industry leaders in banking, capital markets, credit cards, insurance, healthcare and pharmaceutical, the public sector, communications, media and entertainment, travel and hospitality, consumer packaged goods, utilities, manufacturing, and oil and gas.
Why pega?
Businesses cannot wait any longer for traditional information technology to help them grow as quickly as they need, to cut costs as dramatically as they should, and to make a quantum leap in improving their customers’ experiences. Pega software revolutionizes these strategic transformation initiatives in three ways. First, it empowers business people to capture their goals and objectives directly into the application; no software coding is required. Second, it allows organizations to respond dynamically, based on context and situation. Guided, tailored and personalized responses are always more effective. Third, it can intelligently automate work across virtually any existing computer environment.
For more information, please visit us at www.pega.com.
partners
panel partners
Five9 is a leading provider of cloud contact center software, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations of every size transition from premise-based solutions to the cloud. Five9 provides businesses secure, reliable, scalable cloud contact center software to create exceptional customer experiences, increase agent productivity and deliver tangible business results. For more information visit www.five9.com.
partners
panel partners
ptp (performance technology partners)
PTP collaborates with leading businesses to develop and implement customer experience solutions that transform how you engage your customer. By pairing decades of industry experience with a technology ag-nostic approach, PTP stays connected to your business drivers while enabling a 360° view of the customer. PTP optimizes technology and business processes to breakdown silos and build customer connections through seamless, end-to-end, omni-channel communication to obtain the results you want: increased customer loyalty and satisfaction across marketing, sales and service.
strategic services• Customer Journey mapping• professional services• technology integration• support
solutions• Crm (sales, marketing and service)• Contact Center• analytics
digital Communication• social• mobile• Content
[24]7 makes customer service and sales simple. We use big data and predictive analytics to understand customers and drive better service and sales results for the world’s leading companies. [24]7’s platform enables an omnichannel experience that connects customer interactions across web, mobile, chat, virtual agent, social and phone channels in real-time and in the cloud to drive immediate business results by increasing revenues, reducing service and sales costs, and creating more satisfied customers. [24]7 serves the Global 100 market leaders in Finance, Retail, Telecommunications, Technology, Travel and other industries. For more information, visit: www.247-inc.com.
partners
session introduction partners
ResponseTek is the global leader in customer experience management (CEM) software for large enterprises with clients in over 60 countries. We help brands collect real-time transactional feedback across every touchpoint in the customer journey. Based on customer feedback analysis, we spread the learning throughout the organisation with role-based reporting and provide concrete actions to both front-line and executives to improve the brand experience that leads to increased revenue and reduced customer churn. For more information, visit www.responsetek.com
Sparkcentral was created so that companies big and small don’t just satisfy but delight their customers. Sparkcentral has built something totally new and astonishingly smart, intuitive and flexible. From the ground up and the customer out.
In an era of the empowered, hyper-connected customers, Sparkcentral is the only CRM platform for enterprises that unifies social, mobile, cloud and contextual data to proactively deliver personalized and engaging customer experiences. Customer service teams use our software to efficiently handle large amounts of inbound inquiries over social media and mobile apps in a fast and structured manner. Sparkcentral’s client roster includes Delta Air Lines, Emirates, Netflix, Nordstrom, Uber and T-Mobile.
Rarely can you do one single thing in an organization that changes so much. One thing that sparks so much good stuff. One thing that’s so central to your future. One thing that’s Sparkcentral. Get it? Your customer will. Because we free you to behave like the company you want to be.
Interactions Corporation develops and markets award-winning natural language understanding technology used by Fortune 500 companies worldwide. Built on its patented Adaptive-Understanding™ technology that seamlessly integrates both human and machine intelligence, Interactions provides highly conversation virtual assistant solutions. Companies such as Hyatt, Best Western, Humana, TXU Energy, Asurion and AllConnect deploy Interactions’ solutions. The company’s sales, service and support solutions are delivered across any device with type, touch or talk capabilities, and have handled more than one billion transactions to date. Rooted in natural speech recognition and built to adapt to human conversation, Interactions’ solutions have delivered cost-savings and increased efficiencies in sales and support for some of the largest companies in the world. Interactions Corporation, founded in 2004, is headquartered in Franklin, Massachusetts and has additional offices located in Indianapolis, Indiana and Austin, Texas.
senior supporter partners
partners
senior supporter partners
Verint® is a global leader in Actionable Intelligence® solutions and services. Our solution portfolio includes customer engagement optimization software and services that help organizations effectively manage the increasingly complex demands of customers, omnichannel sales and service, and evolving business and industry requirements.
Capitalizing on solutions from KANA®, part of Verint, our customer engagement optimization software and services help organizations enrich customer interactions, improve enterprise business processes, and optimize their workforces to make interactions more engaging, contextual, personalized, and secure while providing employees with information for delivering service more effectively.
From interactions in contact centers, branch offices, and marketing and customer care to the underlying back-office processes for service delivery, Verint solutions provide visibility into performance, operations, and customer intelligence across the enterprise. Today, more than 10,000 organizations in over 180 coun-tries, including over 80 percent of the Fortune 100, use Verint solutions to improve enterprise performance and make the world a safer place. Learn more at www.verint.com.
MaritzCX™ believes organizations should be able to see, sense and act on the experiences and desires of every customer, at every touch point, as it happens. The company helps organizations increase customer retention, conversion and lifetime value by embedding customer experience intelligence and action systems into the DNA of business operations. Ultimately, we want to be your preferred customer experience outcomes partner. The company specializes in solutions for key industries, including automotive, financial services, technology, B2B, healthcare, retail, and many more. MaritzCX is the combination of the Allegiance award-winning CX platform and Maritz Research strategic consulting services.
partners
Aegis is a global outsourcing and technology services company committed to impacting clients’ business outcomes by focusing on enhancing customer experience across all touch points and channels. Aegis has operations in 43 locations across 9 countries with more than 40,000 employees. Aegis services over 150 clients from verticals such as Banking and Financial Services, Insurance, Technology, Telecom, Health-care, Travel & Hospitality, Consumer Goods, Retail, and Energy & Utilities. The company has crafted a wide range of services that specifically targets every point of Business Transaction and Customer Experi-ence. This includes diverse Business Process Management solutions – Multi-Channel Customer Lifecycle Management, Finance and Accounting, Digital and Social Media Engagement and Supply Chain Spend Management. Our mission is to design, enable, and deliver customer experience that is aligned with the clients’ business strategy and positively impacts their profitability. Its recent global expansion in new off-shore delivery markets such as Malaysia, LATAM and South Africa is focused around providing its customer a diverse mix of scale, time zone, skill and cost. Aegis has been included in elite club of BPO players by leading industry analyst community such as Gartner in their Magic Quadrant for Customer Management BPO and IDC in their Marketscape for Customer Management BPO. Its recent expansion in Malaysia has been acknowledge by Frost & Sullivan Malaysia with their BPO Service Provider of the Year Award 2015. Aegis’ Integrated offering through Business Process Management, Technology, Digital and analytics is an important attribute for an Enterprises seamless and consistent customer experience. Aegis’ innovative business strategy across major off-shore markets is focused around assisting an Enterprises BPO deci-sion making financially viable and cost effective. This is particularly through multi-lingual customer lifecycle management services through skilled workforce with an offshore labour arbitrage advantage. The company is wholly owned by Essar, a USD 35 billion conglomerate.
For more information, write to us at [email protected] or visit www.aegisglobal.com.
supporter partners
partners
Creative Virtual is a world leader in self-service and intelligent virtual assistant solutions with global organizations like Chase, HSBC, Verizon, E*TRADE, TWC, InterContinental Hotels Group and Autodesk using on our award-winning V-Person™ platform. V-Person uses advanced Natural Language Processing (NLP) and Artificial Intelligence (AI) technology to improve the customer support experience, increase sales, reduce costs and build brand loyalty. We were recently recognized by Gartner as a Cool Vendor in Smart Machines.
omnichannel solution
Creative Virtual’s V-Person is available where your customers need it, in every channel, including Web, Mobile, Tablet, SMS and Social. V-Person can also be used in contact centers to improve agent productivity. V-Person is used in support, marketing and sales. Interactions can be typed, spoken or tapped.
personalized interactions
V-Person provides personalized information that enables customers to self-serve with reduced effort. We personalize the customer experience using cookies and APIs to create a unique engagement for every customer and prospect.
scalable integration mapped to Customer Journey
We believe that your customers want first interaction resolution. For more complex inquiries, customers can be right channeled to Live Chat, call back or IVR based on their conversation and customer journey.
real-time data and Feedback
V-Person is constantly improving based on customer feedback and outcome tracking provided in real-time.Creative Virtual works with potential clients to outline and quantify the opportunity for your customers to self-serve. Additionally we can determine which internal systems can be leveraged to enable more people to self-serve and decrease volumes to your contact center.
Contact us today to uncover what your opportunity is for enabling more customers to self- serve.
supporter partners
partners
As the largest privately-owned contact center business process outsourcer (BPO) in the United States, GC Services provides world-class customer contact solutions to both public and private sector organiza-tions. GC Services’ unique and distinguishing factors include our financial strength, industry longevity, and tenured executive leadership. We have maintained continuity of ownership since our inception in 1957 and we have organically grown to a team of 9,000 employees in over 30 call center locations in the United States and the Philippines. GC Services provides multichannel services for numerous industries, including automotive, banking/financial services, consumer goods and electronics, retail, telecommunications, utility, and various governmental sectors.
We hold our client relationships, as well as our good reputation, as our most valued assets. Each partnership incorporates a proprietary quality control process that is unrivaled in our industry. Our solutions focus on making it easy to do business with your company — reducing customer effort, increasing satisfac-tion, and minimizing costs for your customer service operations. Our 57 year commitment to providing the highest-quality service to our clients makes us what we are today, the premier provider of customer contact BPO solutions.
supporter partners
UpComing events
november 5, 20152015ChiefFinancialOfficerLeadershipForum(NewYork)new york, ny
Perspectives by:• David Geithner, Chief Financial Officer, Conde Nast• Norma Corio, Chief Financial Officer, Global Business Travel, American Express• Roger Blanken, Vice President, Finance, International Flavors & Fragrances• Mark Clouse, Vice President and Partner, Procurement & Analytic Solutions, A.T. Kearney• Gary Crowe, Senior Vice President & Chief Financial Officer, Ricoh• Bob Lurie, EVP, Chief Financial Officer and Chief Strategy Officer, New York Power Authority• Jeffrey E. Garten, Dean Emeritus, Yale University• Sue D’emic, SVP, Controller (Chief Accounting Officer), Time Inc.• John Crowley, Chief Accounting Officer, Corporate Senior Vice President and Corporate Controller, Charles
River Laboratories International• Stefan Karenfort, Vice President - Controlling, DB Schenker USA• Peter Turpin, Vice President, Snow• Chetan Bhandari, Senior Vice President, Corporate Finance and Treasurer, Toys R Us• Alan Gallo, Executive Vice President, Enterprise Strategic Initiatives, American Express
november 5, 20152015ChiefFinancialOfficerLeadershipBreakfast:TheValue-DrivenCFO(NewYork)new york, ny
Perspectives by:• Doug Baker, Managing Director, Management Consulting, KPMG
november 10, 20152015 the modern Hr environment: the Hr and analytics partnership (virtual event)virtual
Perspectives by:• Cynthia Wallbruch, Vice President, Human Resources, Ecolab• Gunjan Aggarwal, Vice President & Head of Human Resources, North America, Ericsson
UpComing events
november 10, 20152015ChiefMarketingOfficerLeadershipForum:FallEvent(SanFrancisco)san Francisco, Ca
Perspectives by:• Chris Lynch, Senior Director Product Marketing, Oracle• Michael Mendenhall, Chief Marketing and Communications Officer, Flextronics International• Penny Baldwin, Vice President, Global Marketing and Communications & General Manager, Brand and
Reputation Marketing, Intel Corporation, Intel Corporation• Matt Martella, Vice President, Business Development, Conversant• Bill Myers, Vice President, Communications, Marketing & Corporate Social Responsibility, DaVita• Mathew Sweezey, Principal Marketing Insights, Salesforce• Alan Gellman, Chief Marketing Officer, Esurance Insurance• Kristy LoRusso, Vice President, Digital & Direct Marketing, Kaiser Permanente• Jennifer Sey, Chief Marketing Officer, Levi’s Brand, Levi Strauss & Company• Tom Silk, Senior Vice President, Marketing and Communications, KB Home• Lisa Arthur, Chief Marketing Officer, Teradata• Joe Staples, Chief Marketing Officer, Workfront• Wilson Raj, Global Director, Customer Intelligence, SAS• Andrew Sherrard, Chief Marketing Officer, T Mobile• Tracy Eiler, Chief Marketing Officer, InsideView• Robert Tas, Chief Marketing Officer and SVP of Marketing, Pegasystems• Ram Kapoor, Chief Marketing Officer, UC Berkeley• Kim DeCarlis, Chief Marketing Officer, Imperva
november 10, 20152015 delivering next-generation digital experiences (san Francisco)san Francisco, Ca
Perspectives by:• Chris Preston, Senior Director, Digital Experience Strategies & Business Development, Oracle
november 17, 20152015 Leadership in risk management: spotlight on Financial services (new york)new york, ny
Perspectives by:• Deniz Senturk, Senior Vice President, Model Risk Management, State Street Corporation• Tom Kimner, Head of Global Operations, Risk Management, SAS• Saad Aslam, Global Head Credit Policy, Risk Review and Credit Risk Regulatory Interaction, Credit Suisse
UpComing events
november 18, 20152015ChiefFinancialOfficerLeadershipForum(Chicago)Chicago, iL
Perspectives by:• Denise Dettingmeijer, Chief Financial Officer, US, Randstad• Mitch Helfand, Vice President Finance, Anthem• Steve Stratton, International Director Chairman, Headquarters Practice Group, Jones Lang LaSalle• Darrell Carpenter, Vice President, Global Finance, Commercial and Industrial Business Unit, Underwriters
Laboratories• Kenneth Avner, Senior Vice President and Chief Financial Officer, Health Care Service Corporation• Sharada Sullivan, Vice President, Finance & Operations, CBRE• David Cox, SVP, Chief Financial Officer, & Chief Operating Officer, The Economist Global Media
Businesses, Economist Group• Cathy Hauslein, SVP, Chief Accounting Officer, Mattress Firm• Eric Werab, Director, Product Portfolio Management, Fiserv• Andrew Sunderman, Chief Financial Officer, Direct Energy• Mike Hales, Partner, Americas, A.T. Kearney
november 18, 20152015 Human Capital Leadership Forum (dallas)dallas, tX
Perspectives by:• Sara Hill, Chief Human Resources Officer, Cerdian• Whitney Shelley, Vice President and Chief Human Resources Officer, Denbury Resources• Russell Goin, Vice President – International and Corporate Human Resources, Rent-A-Center• Dan Falvey, Strategic Advisor, Global Human Capital Management, SucessFactor• Sandi Knight, Senior Vice President, Human Resources, HealthMarkets• Dee Ann Turner, Vice President, Corporate Talent, Chik-fil-A• Scott Frisch, Chief Operating Officer, AARP• John Sigmon, Chief Human Resources Officer, AARP• Karen Thornton, Vice President of Human Resources, FTS International• Paul Rumsey, Vice President of Global Learning & Development, TGI Friday’s• DeRetta Cole, PhD., Chief Human Resources Officer, YMCA of the USA• Sarah Smith, Head of Talent & Organizational Development, Marathon Oil Corporation• Nerissa Morris, Vice President of Human Resources, University of Miami• Isaac Prilleltensky, Dean of the School of Education, University of Miami
november 18, 20152015ChiefInformationSecurityOfficerLeadership:spotlight on securing the business (virtual event)virtual
Perspectives by:• Eric Friedberg, Executive Chairman, Stroz Friedberg• Vijay Viswanathan, Chief Information Security Officer, HD Supply• Barry Caplin, Chief Information Security Officer, Fairview Health Services
UpComing events
november 18, 20152015ChiefFinancialOfficerLeadershipBreakfast:TheValue-DrivenCFO(Chicago)Chicago, iL
Perspectives by:• Skylor Rayburn, Director Advisory, Financial Management, KPMG
november 19, 20152015ChiefInformationSecurityOfficer(CISO)LeadershipForum(Chicago)Chicago, iL
Perspectives by:• James MacLennan, Chief Information Officer, IDEX Corp.• Richard Rushing, Chief Information Security Officer, Motorola Mobility• Derek Milroy, IS Security Architect, U.S. Cellular Corporation• Gray Mitchell, Chief Information Security Officer, TeamHealth• Ola James, Chief Information Security Officer, Zimmer Biomet• Steven McLean, Information Security Officer, Biomet• Pat Plante, Vice President, Strategy, Data Security Group, Informatica• Aman Raheja, Deputy Chief Information Security Officer and Senior Director, Information Risk
Management, Express Scripts• Fred Kwong, Head of Privilege Access Control, Farmers Insurance Group of Companies• Carl Herberger, VP Security Solutions, Radware• Kevin Larson, Vice President and Chief Information Officer, AAR CORP• Suresh Bellam, Chief Technology Officer and Head of IT Architecture - HSBC EMEA & Finance, HSBC
december 2, 20152015ChiefInformationOfficerLeadershipForum:FallEvent(Boston)boston, ma
Perspectives by:• Jennifer Blatnik, Vice President, Cloud Marketing, Juniper Networks• Shuk Khader, Chief Information Security Officer, Keurig Green Mountain• Tony Christodoulou, Vice President IT, American Tower Corporation• John Reichelt, Senior Vice President & Chief Technology Officer, The TJX Companies• Jack Wood, Chief Information Officer, Wayfair• Dave Rudzinsky, Senior Vice President and Chief Information Officer, Hologic• Sheldon Monteiro, Chief Technology Officer, Sapient• Greg Swope, Vice President of IT and Chief Information Officer, Five Star Quality Care• Steven Kokinos, President & CEO, Thinking Phone Networks• Jeffrey Cohen, Chief Information Officer, National Mentor Holdings
december 3, 20152015 delivering next-generation digital experiences (boston)boston, ma
Perspectives by:• Charles Farmer, Senior Developer, Web and Application Development, The Hartford• Chris Preston, Senior Director, Digital Experience Strategies & Business Development, Oracle
UpComing events
december 3, 20152015 Leadership in digital marketing (boston)boston, ma
Perspectives by:• Kristin Kelley, Chief Marketing Officer, Randstad• Adam Grossman, Senior Vice President of Marketing and Brand Development, Boston Red Sox• Hester Tinti-Kane, Head of Social Media, North America, Pearson• Sean Gallimore, Corporate Vice President, Chief Marketing Officer, Parexel• Margaret Coughlin, SVP, Chief Marketing & Communications Officer, Boston Children’s Hospital• Rob Egan, Chief Marketing Officer Healthagen (Accountable Care Medicity iTriage and Active Health),
Aetna• Brian Kenny, Chief Marketing and Communications Officer, Harvard Business School• Dee Hadley, Chief Marketing Officer, Uno Restaurant• Mathew Sweezey, Principal Marketing Insights, Salesforce• Patrick Cassidy, Head of Global Digital Brand Marketing, New Balance
december 9, 20152015ChiefMarketingOfficerLeadershipForum(Dallas)dallas, tX
Perspectives by:• James Meredith, VP, Marketing & Communications, Cinemark• Chip Burgard, Senior Vice President, Marketing, Citi• Jennifer Dominiquini, Chief Marketing Officer, BBVA• Lisa Arthur, Chief Marketing Officer, Teradata• Cory Jones, VP, Marketing, Frontier Communications• Gary Griffin, Senior Vice President, Database Marketing, Bank of America
december 9, 20152015 delivering next-generation digital experiences (dallas)dallas, tX
Perspectives by:• Chris Preston, Senior Director, Digital Experience Strategies & Business Development, Oracle• Jason Penner, Director, IT Applications Development & Information Management, Weatherford
december 10, 20152015ChiefInformationOfficerLeadershipForum(NewYork)new york, ny
Perspectives by:• Peter McCallum, Director of Datacenter Solution Architecture, FalconStor Software• Jennifer Blatnik, Vice President, Cloud Marketing, Juniper Networks• Michael Smith, Chief Information Officer, Mylan• Olin Honore, Principal - Director of Information Technology, Hamilton Lane Advisors• Greg Swope, Vice President of IT and Chief Information Officer, Five Star Quality Care• Bill Murphy, Chief Technology Officer, Park Hill Real Estate Group• Rosalee Hermens, Senior Vice President and Chief Information Officer, True Value Company• Sanjeev Singh, Executive Vice President and Chief Information Officer, Follett Corporation• Gary Hoberman, Executive Vice President and Co-Chief Information Officer, MetLife• Maureen Faraci, Global Lead – Market Data Application Strategies, Citi
UpComing events
december 17, 20152015 Customer Care Leadership Forum (san Francisco)san Francisco, Ca
Perspectives by:• Kelly Wright, Vice President, Customer Services, Southern California Gas• Adrian Paull, Vice President, Customer and Product Support, Honeywell• JP Saunders, Senior Director of Solution Strategy, Oracle• Matt Hand, Chief Customer Officer, St. Jude Medical• Tom Schlesinger, Senior Vice President, National Director of Customer Care, First American Title
Insurance Company• Marton Jojarth, Vice President, Customer Success, Equinix• Troy Stevenson, Vice President, Customer Loyalty & Business Excellence, eBay• Chau Le, Chief Operating Officer, Northwestern Mutual• Robin Beers, SVP, Head of Customer Experience Insights - Wholesale Internet Services, Wells Fargo• Davy Kestens, Founder & CEO, Sparkcentral• Richard Bailey, Senior Vice President, Worldwide Customer Support & Services, Printing & Personal
Systems, Hewlett Packard
december 17, 20152015ChiefInformationOfficerLeadershipForum(Atlanta)atlanta, ga
Perspectives by:• Larry Frey, Vice President & Chief Information Officer, Beazer Homes• Tim Huffman, Executive Vice President, National Director of Technology Solutions, Colliers• Chris Contakes, Vice President, Information Technology, PBS• Peter Dooley, Vice President, Information Security, IHG - Intercontinental Hotels Group
V-Person™Intelligent Virtual Assistants
Omnichannel Self-Service Solutions for the EnterpriseWith our smart technology in knowledge management, natural language processing and virtual assistants, your organization can:
• Be everywhere your customers are at any time on web, mobile, tablet, SMS and social channels
• Enable users to talk, type and tap on any device and in any language
• Offer intelligent, personalized and contextual customer service
• Gain first interaction resolution with right channeling and smart escalation
• Support live chat and call center agents and reduce average call handling times
• Improve interactions based on voice of the customer analytics and outcome tracking
• Improve the customer experience, build brand loyalty, reduce costs and increase sales
Contact us today to uncover what your opportunity is for enabling more customers to self-serve.
www.creativevirtual.com/[email protected] 203.276.0396
GC Services
Customer Service: Deliver a personalized customer experience from problem resolution, to billing to customer winback, and every contact type in between.
Technical Support: Give customers the service they need to resolve their question or issue on first contact.
Sales: Drive revenue with personalized service offers and upsells.
New Application and Credit Approval Processing: Process sensitive customer data for new application, as well as credit verification and authentication processes.
Error Processing: Identify and correct pended/erred order entries from inbound calls or web communications to complete and expedite product or service delivery.
Third-Party Sales Verification Services: Provide verification and recording services as a third party to ensure easily retrievable and digital records of every transaction where a switch or purchase occurs.
Accounts Receivable and Collection Services: Resolve delinquencies with peace of mind that our inbound and outbound collection services are delivered with the strictest adherence to compliance standards and industry regulations.
Back Office Processing: Simplify your day-to-day tasks to focus on your core business.
Multichannel Services: Deliver contextually relevant, personalized service across your customer’s preferred channel.
[email protected] | www.gcserv.com | 6330 gulfton, houston, tx 77081
Customer Serv ice Outsourcing Solut ions
As the largest privately-owned contact center business process outsourcer (BPO) in the United States, GC Services provides world-class customer contact solutions to both public and private sector organizations. Our unique and distinguishing factors include our financial strength, industry longevity, and tenured executive leadership. It’s no wonder we have an average client tenure of 13 years — we reduce customer effort, increase satisfaction, and minimize costs for your customer service operations.
We ask that all speakers, members and sponsors
respect Argyle’s content neutrality guidelines.
We thank you for your continued support for this policy
as a way of protecting the high content standards and trust
that Argyle has established with its members.
• Argyle is proud and protective of our high standards in ensuring the value of all content presented at our events.
• Strict guidelines are in place to ensure that all content presented is balanced and vendor neutral.
• All topics that are covered at our member events are thought leadership-focused and in line with the expectations of our members.
• Argyle seeks to prevent overt sales pitches or unbalanced vendor references.
• Argyle provides all speakers with content presentation guidelines at the behest of our executive membership.
CONTENT NEUTRALITY POLICY
