2016 Customer Care Leadership Forum (Dallas)

Wednesday, February 23, 2016

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.

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Speaker Materials are available upon request, pending availability.

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More Enterprise SaaS Applications Than Any Other Cloud Services Provider

agenda

2016 Customer Care Leadership Forum (dallas)

Wednesday, February 23, 20167:45am – 4:35pm

7:45am – 8:45am

Breakfast

8:45am – 8:50am

Argyle Executive Forum Opening Remarks

8:50am – 9:25am

Fireside Chat: “Focus on the Customer”

Dana DillardEVP - Chief Customer OfficerNationstar Mortgage

Interviewed by:Cheryl HallBusiness Columnist The Dallas Morning News

Please note, this session is off the record.

9:30am – 9:50am

Thought Leadership Spotlight

JP SaundersSenior Director of Solution Strategy Oracle

9:50am – 10:15am

Coffee Break

agenda

Panel Discussion: “Keys to Customer Experience Success in 2016”

Session topics include, but are not limited to:• Examples of building a winning customer experience strategy• Best practices for taking your customer experience efforts to the next level• What are successful CX teams doing differently than their peers?• Lessons learned in building efficient VoC and other customer focused programs• Leveraging metrics to create actionable insights to enhance the customer experience• Evolving the workplace culture to be “People Powered”

Moderator:Brenda KerrickVice President, Product Management and Customer Experience Ambit Energy

Panelists:Mo QuagliettaEnterprise Sales Director Five9

Nicole RaffertyVice President for Customer ExperienceAT&T

Sarah SimonDirector, VOC Consulting, AmericasConfirmit

Bill WalkerHead, US Customer ServiceAlcon

10:15am – 11:00am

agenda

11:05am – 11:25am

Thought Leadership Spotlight: “Rethink Service Excellence with West Monroe Partners and Salesforce”

It’s no surprise that better customer service will make your customers happier. But how do you implement the right tools and infrastructure to deliver fast and smart service? Tarun Patel, a director in West Monroe Partners’ Customer Experience practice, will share his perspective on how companies are rethinking customer service to drive more revenue, increase customer loyalty, market more effectively, and innovate faster. Tarun will share best practices and real-life cases of how - together with Salesforce, the Customer Success Platform and world’s #1 CRM - West Monroe Partners has helped companies transform their customer experience.

Tarun PatelDirector, Customer Experience West Monroe

11:25am – 11:45am

Coffee Break

agenda

11:45am – 12:30pm

Panel Discussion: “Leveraging Data to Maximize the Customer Experience”

Session topics include, but are not limited to:• Building a data-driven Customer Care/CX team • 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 • Feeding customer insight back into the business and being transparent: Capture, manage &

analyze • How CX can create business-centric metrics and results• How can customer care/cx 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

Moderator:Nanci Lublin-GoodHead, National Contact Center TIAA-CREF

Panelists:Susan ForgieVice President, Operations ASSA ABLOY Americas

Dana HyattVice President, Customer ExperienceThomson Reuters

agenda

12:35pm – 12:55pm

Thought Leadership Spotlight: “Consumer Engagement 20/20”

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.

Tobias GoebelDirector, Emerging Technologies Aspect

12:55pm – 1:55pm

Lunch

1:55pm – 2:35pm

Keynote Presentation: “Building a Brand – Changing the perception and experience of aging...bringing new life to senior living!”

This session will tell the story of a building a senior living brand and delivering on that promise every day 24 hours a day/365 days a year. What are the expectations? Who are the customers? What is the journey like? What can others learn from this journey? Key partnerships can make a big difference. Joining this session requires participation!

Sara TerryVice President Resident and Family EngagementBrookdale Senior Living

2:35pm – 2:50pm

Coffee Break

agenda

2:50pm – 3:30pm

Keynote Presentation

Sativa Leach BowenSenior Vice President, Marketing and Retail Operations Citigroup

3:35pm – 4:10pm

Keynote Presentation

Diane MagersCustomer Experience Executive AT&T

Please note, this session is off the record.

4:10pm – 4:15pm

Argyle Executive Forum Closing Remarks

4:15pm – 5:15pm

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.

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.

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partners

thought Leadership spotlight partners

Aspect’s fully-integrated solution unifies the three most important facets of modern contact center management: customer interaction management, workforce optimization, and back-office. We help the world’s most demanding contact centers seamlessly align their people, processes and touch points to deliver remarkable customer experiences.

putting the Contact Center at the Center of the Customer experience

Today’s consumers own the conversation, choosing when, where and how they communicate. The emergence of dynamic, web-based and very public consumer communication channels is thrusting the contact center into the leadership role for delivering an excellent experience to these highly conversa-tional consumers. Organizations that anticipate and adapt to this “relationship revolution” will be better poised to build long-term customer loyalty and value. Aspect equips you to serve today’s demanding customers through seamless, two-way communications across phone, chat, email, IM, SMS and social channels. You can make the most of unified communications and collaboration platforms such as Microsoft SharePoint, Dynamics CRM and Lync by uniting your contact center with these enterprise technologies for more informed, effective customer interactions.

Wherever you’re looking to remove communication and workflow barriers or automate more productive business processes, Aspect solutions allow you to build on your existing customer contact, workforce optimization and enterprise technology investments.

Aspect powers customer contact for businesses of all sizes in nearly every industry:

• 1.4 million agents worldwide in 70+ countries• 100+ million customer interactions managed daily• 62 percent of the Fortune 100 • 4 of the top 5 commercial banks • 6 of the top 10 general merchandisers • 8 of the top 10 health care providers: Insurance and Managed Care • 4 of the top 5 telecom providers • 4 out of top 5 food and drug stores • 5 of the top 5 airlines • 3 of the top 3 computer software companies

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.

Salesforce, the Customer Success Platform and world’s #1 CRM, empowers companies to connect with their customers in a whole new way. Our Customer Success Platform is comprised of our sales, service, marketing, community, analytics, apps and other cloud software applications, as well as all the behind-the-scenes technologies that make them all work together with third-party applications.

With Salesforce Service Cloud, you can give your customers what they want, whenever they want them with faster service, smarter experiences, and powerful insights. From call center management to live chat with an agent to knowledge base to self-service communities, Service Cloud has all angles of customer service covered.

For more information, visit www.salesforce.com.

West Monroe Partners is a progressive business and technology consulting firm that partners with dynamic organizations to reimagine, build, and operate their businesses at peak performance. Our team of more than 700 professionals is comprised of an uncommon blend of business consultants and deep technologists. This unique combination of expertise enables us to design, develop, implement, and run strategic business and technology solutions that yield a dramatic commercial impact on our clients’ profitability and performance.

As a Platinum Salesforce Consulting Partner, West Monroe provides a comprehensive offering that encompasses operational strategy, requirements definition, business processes documentation, vendor selection, application testing, end-user training, system integration and deployment.

As the foundation for how your organization markets, sells, and services its customers, we work with Salesforce to produce great opportunities: customer and partner loyalty, efficiency, growth, profitability, competitive advantage, and drive top-line revenue.

For more information, visit www.westmonroepartners.com.

partners

Confirmit enables organizations to develop and implement Voice of the Customer, Employee Engagement and Market Research programs that deliver insight and drive business change. Confirmit’s clients create multi-channel, multi-lingual feedback and research programs that engage customers, empower employees, deliver a compelling respondent experience, and provide high Return on Investment.

Confirmit’s customer engagement model provides the power to listen to the Voice of the Customer, integrate it with financial, operational and free-form text data to generate powerful insight, and take action that will deliver effective business change and create competitive advantage.

Confirmit Voices is a customer engagement model that gives you the power to listen to the Voice of the Customer, integrate it with existing data to generate powerful insight, and take action that will deliver real business change. Confirmit Voices uses multi-channel data collection that gives you the power to listen to the Voice of the Customer at every key touchpoint, and brings customer insight alive by incorporating financial and operational data, as well as rich media such as photos and video.

Powerful reporting capabilities give you the ability to analyze the data you gather and automatically generate alerts to tell you when you need to act quickly, saving at-risk customers and driving positive word of mouth. You can easily share information with the people who need it so the insight you gather not only drives short-term, tactical change, but also aids strategic planning that ultimately delivers ROI.

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

Zendesk is a cloud-based customer service platform. It is designed to be easy to use, easy to customize, and easy to scale. Our goal is to help bring companies and their customers closer together. We know that communication is the key to happy relationships, so we build software that makes customer conversations easy, personal and productive. Today more than 60,000 companies use Zendesk to provide service to more than 300 million people worldwide.

Zendesk believes customer service must be seamless across all communication vehicles where interactions and feedback occur. This meets the customer wherever they are and provides ‘one face of the brand’ to customers needing support. This approach to support enables companies to further increase their profitability. Visit www.zendesk.com to learn more.

breakout session partner

senior supporter partners

Founded in 2014 by Jerre Stead and Kerri Nelson, CustomersFirst Now (CFN) is a Customer Delight company created on the principle that all companies must place customers at the center of their business in order to be successful both operationally and financially. CFN is designed to do exactly what the company name describes – help companies place customers first – and do so now, with a sense of urgency.

Every customer touchpoint is an opportunity to delight or disappoint a customer—so knowing what is working and not working for your customers is key to your success. Both B2B and B2C organizations who adopt the CustomersFirst program see higher revenue, better retention rates and improved margins.

CustomersFirst Now (CFN) has been refining our CX solutions for more than 40 years—working with and for many Fortune 100 companies. We provide the only proven, predictive process that links customer delight to financial performance by incorporating and measuring best practices across all key business disciplines. This approach results in higher customer delight and consistent delivery of the brand promise, driving increased revenue and improved margins.

CFN is the source for end-to-end customer delight. Our mission is to create “delighted” customers by providing best-in-class analytics, experts, and tools that can help you know what matters most and act on those insights. We want to help your company link your operational metrics and customer feedback to accelerating top and bottom line financial outcomes.

For more information contact Kerri K Nelson, at knelson@customersfirstnow.com

partners

InMomentTM is a cloudbased customer experience (CX) optimization platform that helps brands leverage customer stories to inform better business decisions and create more meaningful relationships with their customers. Through its Experience HubTM, InMoment provides Voice of Customer (VoC), Social Reviews & Advocacy, and Employee Engagement solutions, as well as strategic guidance, support, and services to more than 350 brands in 95 countries. The company is the leading VoC vendor for the food services, retail, and contact center industries, with expertise in B2B, financial services, lodging, and numerous others. For more information, visit www.inmoment.com.

senior supporter partners

supporter 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.

Jive is the premier provider of modern communication and collaboration solutions for business, recognized as a leader by the industry’s top analyst firms in multiple categories. Our products enable people and organizations to work better together, using technology that adapts to their way – not the other way. The world’s best companies depend on Jive to unleash the ideas and impact of their employees, partners and customers.

“I understand All about what the demandsstressful working fast food but It wasn't horribly busy at that time and I was not treated as a guest

welcomed me as soon as we sat down and made us feel right at home. He did a good job on his recommendations and brought the chef out to check in on the food we ordered.

“It's stressful working fast food but It wasn't horribly busy at that time and I was not treated as a guest

I appreciated the professionalism and speed. The waiting area was mostly clean but the chairs were worn and I used the phone

Fast and friendly. Very attentive.” “Made recommendations on what my car actually needed not on whatever product they were trying to sell.welcomed me as soon as we sat down and made us feel right at home. He did a good job on his recommendations and brought the chef out to check in on the food we ordered.

this was very disappointing to her and she was very upset about that, guy told her there was nothing to do and asked to help the next guest.

The management and employees need to be better trained. There is no respect for customers no matter the age. I was ignored

very polite and professional and making sure I have everything that I need

as soon as I walked in The friendly Faces of the employees light up.”“It's stressful working fast food but It wasn't horribly busy at that time and I was not treated as a guest

simply the best. I’m going to recommend All of my friends come with me next time

I use this location all the time and all the sta  alway remember me by my name.I appreciated the professionalism and speed. The waiting area was mostly clean but the chairs were worn and I used the phone

Fast and friendly. Very attentive.” “Made recommendations on what my car actually needed not on whatever product they were trying to sell.welcomed me as soon as we sat down and made us feel right at home. He did a good job on his recommendations and brought the chef out to check in on the food we ordered.is always a one of top choices for a weekend night out. The service and atmosphere are special.this was very disappointing to her and she was very upset about that, guy told her there was nothing to do and asked to help the next guest.no matter the age.” “The service was really, really slow. It took an hour to getmaking sure everything was perfect, made some greatThe management and employees need to be better trained. There is no respect for customers no matter the age. I was ignored

very polite and professional and making sure I have everything that I need

as soon as I walked in The friendly Faces of the employees light up.”I drove less than 30 miles which the new advertisement Says so.” “It's stressful working fast food but It wasn't horribly busy at that time and I was not treated as a guest

simply the best. I’m going to recommend All of my friends come with me next time

helped me through the process of getting my

I use this location all the time and all the sta  alway remember me by my name.I appreciated the professionalism and speed. The waiting area was mostly clean but the chairs were worn and I used the phone

Fast and friendly. Very attentive.” “Made recommendations on what my car actually needed not on whatever product they were trying to sell.welcomed me as soon as we sat down and made us feel right at home. He did a good job on his recommendations and brought the chef out to check in on the food we ordered.is always a one of top choices for a weekend night out. The service and atmosphere are special.

was extremely helpful and kind to us.” “The finding us a

this was very disappointing to her and she was very upset about that, guy told her there was nothing to do and asked to help the next guest.no matter the age.” “The service was really, really slow. It took an hour to getmaking sure everything was perfect, made some greatThe management and employees need to be better trained. There is no respect for customers no matter the age. I was ignored

Explore what no other Voice of Customer solution can claim:

inmoment.com/video-feedback

InMoment © 2016

Customers hold the information you need to succeed. And with video feedback,

they’re an open book.

6–8x more content than text

comments

Targeted, emotionally-rich

feedback

Integrated with your voice and

text data

The benefits of exclusive video integration

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.

business.development@gcserv.com | 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.

upComing events

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Perspectives by:• Chris Long, Director, Enterprise Strategy, GitHub• Michael Brooks, Vice President and Chief Information Officer, CVR Energy• Barbara Adams, Vice President of Information Technology, Texas Health Resources• Ken Waterman, Chief Technology Officer & Chief Information Security Officer, Textron• Nellson Burns, Vice President of Information Technology, HollyFrontier Corporation• Keshava Rangarajan, Chief Architect, Landmark, Halliburton• Andy Ulrich, Head of Security, North America, Ericsson• Jeff Dennes, Senior Executive Vice President, Business Development and Digital Transformation, BBVA• Curt Holcomb, Executive Vice President, Data Center Solutions, Jones Lang LaSalle• Marty Howard, Chief Information Officer, Amedisys• Ed Benson, Vice President of Business Systems, Farm Credit Bank of Texas• Mike Morris, Head of IT Security, TXU Energy• Laura Broadhead, Senior Account Executive, 8x8• William Floyd, Chief Information Officer, Gold’s Gym• Rusty Kennington, Head of Americas IT, Commercial Metals Company• Joel Austin, Vice President & Chief Information Officer, Oncor Electric Delivery Company• John Henderson, Assistant Vice President Information Services, Texas Children’s Hospital• Ted Layne, Senior Vice President, IT Shared Services, Fairway Independent Mortgage Corporation

February 25, 20162016 Human Capital virtual event: empowering a Collaborative organization (virtual event)virtual

Perspectives by:• Sean Winter, Senior Director, Solutions Strategy, Jive• Ellyn Shook, Chief Leadership and Human Resources Officer, Accenture• Laura Rock, Head of Human Resources, Farmers Insurance Group• Sheryl Anderson, Executive Vice President of Human Resources and Administration, Starz• Donna Venable, SVP, Human Resources, Ricoh

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march 2, 20162016 Human Capital Leadership Forum: spring event (san Francisco)san Francisco, Ca

Perspectives by:• Jason Phillips, Vice President, Recruitment and HR Operations, Kaiser Permanente• Yvonne Chen, Director of Product Marketing, Udemy for Business• Monica Pool Knox, Head of HR, Global Sales & Brand Strategy, Twitter• Kevin Walker, Director of Employer Insights, Indeed• Deb Bubb, Vice President, Director of Global Leadership and Learning, Intel Corporation• Jon Bischke, CEO and Co-Founder, Entelo• Meagan Gregorczyk, Head of World-Wide Talent Management, Amazon• Larry Bienati, Ph.D., Vice President, Organizational Development, Coopervision, Inc., The Cooper

Companies• Brett Addis, Strategic Advisor, Global Human Capital Management, SAP, SAP SuccessFactors• Sarah Smith, Head of Talent Managment, Marathon Oil Corporation• Christine Mellon, Vice President, HCM Transformation, Oracle• Kevin Christoffersen, Partner, Gallup• Tracy Layney, Senior Vice President, Chief Human Resources Officer, Shutterfly• Dave Crofts, Senior Vice President of Talent & Rewards, Flex• Larry McAlister, Vice President, Global Talent Management, Equinix• Trisha Stiles, Senior Vice President, Human Resources, CBS• Imtiaz Shaikh, Senior Vice President, Global Human Resources, Hitachi• Paul Pastrone, Vice President, Global Talent Management, Lenovo• Maribel Hines, Vice President, Learning & Organization Development, North America, Universal Music

Group

march 8, 20162016 Chief Marketing Officer Leadership Forum: Spring Event (Chicago)Chicago, iL

Perspectives by:• Nasser Sahlool, Vice President, Client Strategy, DAC Group• Connie de Lange, Vice President, Strategic Marketing & Communications, Medtronic• Jennifer Elliott, Vice President, Marketing, Delta Dental• Jeff Lichtman, Chief Marketing Officer, University Strategic Business Unit, Career Education Corp.• Emily Hathcoat, Vice President, Head of Marketing, CNA Financial Corporation• Monu Kalsi, Vice President, Head of Digital Marketing, Zurich Financial Services Group• Tom Lombardo, COO, Digital and Mobility (EVP), Jones Lang LaSalle• Ken Bausch, Vice President Marketing, World Kitchen• Vince Jeffs, Director, Strategy & Product Marketing - Customer Decision Management Solutions, Pega• Bruce Stewart, SVP & Chief Marketing Officer, Constellation Energy Group• Chandar Pattabhiram, Group Vice President, Product and Corporate Marketing, Marketo• Rob Cook, Vice President Retail Marketing, Bank of Montreal• Lori McFarling, Chief Marketing Officer- Discovery Education, Discovery Communications• Dave Panek, Vice President, Marketing, Teradata• Gary Davis, Vice President, Global Field & Consumer Marketing, Intel Corporation

upComing events

march 8, 20162016 Customer Care Leadership Forum (atlanta)atlanta, ga

Perspectives by:• David Bisciotti, Vice President, Customer Service, Varian Medical Systems• Steven Michaels, Senior Director, IT Operations & Customer Support, Amerisourcebergen Corp.• Mike Parker, Vice President Marketing and Customer Service, Saia• Lark Will, Vice President, Call Center Operations, eBay• Ron Taylor, Vice President - Customer Support, Sage North America• Jim Kowalczyk, Head of Patient Admission Services, Fresenius Medical Care• Rajat Vajpeyi, VP, Global Support, Software AG• Ashish Bisaria, SVP, Customer Experience, Manheim• Tracey Brown, VP Client Account Management, ADP

march 9, 20162016 Chief Information Officer Leadership Forum: Spring Event (Chicago)Chicago, iL

Perspectives by:• Brenna Berman, Commissioner & Chief Information Officer, City of Chicago• Aman Raheja, Chief Information Security Officer, Bank of Montreal• Tim Sheets, VP of Corporate Marketing, FalconStor• Steve Ambrosius, Senior Principal, Software Architecture & Engineering Lead, Daugherty Business

Solutions• Ajay Aggarwal, Vice President, Systems Engineering, Nutanix• Frank Burr, Chief Information Officer/Chief Security Officer, Catholic Charities USA• Graham Draughon, Chief Technology Officer, Director of Technology Research and Security, Springleaf

Financial• Kevin Steele, Vice President, IT and Enterprise Services, Cars.com• Darren Cockrel, Chief Information Officer, UPS• James MacLennan, Chief Information Officer, IDEX Corp.

march 9, 20162016 Hr think tank: Catalyzing Leadership energy: building ready now Leaders, today (new york)new york, ny

Perspectives by:• Lysa Dahlin, Senior Vice President, Human Resources & Organizational Effectiveness, Comcast

Corporation• Danielle McMahan, Vice President, Global Talent Development, Global Business Travel, American Express• Sheila O’Neill, Vice President, Human Resources, S&P Capital IQ• Matt Paese, Ph.D., VP Executive Succession Management, DDI• Bruce Pfau, Vice Chair, Human Resources and Communications, KPMG

upComing events

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Perspectives by:• Rob Ofarrell, Senior Director, Business Development Mobility, Oracle

march 16, 20162016 the rise of the digital CFo: measuring What matters most (virtual event)virtual

Perspectives by:• Karen dela Torre, Vice President, ERP Cloud Business Group, Oracle• Ash Noah, Vice President-CGMA External Relations, American Institute of CPAs

march 22, 20162016 Customer Care think tank: engaging with the modern Customer (boston)boston, ma

Perspectives by:• David Campbell, Senior Director of Products, LogMeIn Rescue, LogMeIn

march 23, 20162016 Customer Care Leadership Forum (toronto)toronto, on

Perspectives by:• Jamie Blundell, Vice President & Chief Customer Officer, YP• Alex Zabradi, Assistant Vice President, Branch Effectiveness, TD Bank• Shawn Shanahan, Head of Performance and Operational Excellence, Desjardins General Insurance Group• Sarah Miller Wright, Vice President, Customer Care Operations, Shaw Communications• Lesley Haibach, Vice President, Loyalty, Ipsos• Mario Rivera, Head of Client Services, Colliers• Camille Kiffer, VP Consumer - Digital Channels, Rogers Communications• Jeremy Melhuish, Head of Market Strategy, Export Development Canada• Arthur Borkwood, Head of Customer Development, Toronto Transit Commission• Cesar Rainusso, Vice President and Head of North American Digital Channels, Bank of Montreal• Christine Robertson, Head of Customer Service, Indigo Books and Music• David Bradshaw, Vice President, Client Business Support, ING DIRECT Canada

march 23, 20162016 Cmo think tank: Leadership in retail & e-commerce (boston)boston, ma

Perspectives by:• Ross Haskell, Senior Director of Products, BoldChat, LogMeIn

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march 30, 20162016 Customer Care Leadership Forum (san Jose)san Jose, Ca

Perspectives by:• Jim Davis, Vice President Airports & Guest Services, Virgin America• Jeff Biesman, Vice President Customer Acquisition and Retention Marketing, YP• David Campbell, Senior Director of Products, LogMeIn Rescue, LogMeIn• Laurie Giammona, Senior Vice President & Chief Customer Officer, Pacific Gas and Electric Company• Kelly Hendricks, Area Vice President, Global Customer Service, Verizon• Nida Gabriel, Sr, Director, Customer Support Programs, Navis

march 30, 2016building an effective engagement strategy in the Connected World (san Jose)san Jose, Ca

Perspectives by:• David Campbell, Senior Director of Products, LogMeIn Rescue, LogMeIn

march 31, 20162016 Chief Financial Officer Leadership Forum: Spring Event (Chicago)Chicago, iL

Perspectives by:• Randy Hyzak, Vice President & Chief Accounting Officer, Freescale Semiconductor• Michael Zonsius, Chief Financial Officer, Chicago Department of Aviation, City of Chicago• Darren Griffith, Chief Financial Officer, Prophix• Brian Johnson, Chief Financial Officer, Newly Weds Foods• Frederic Vaillant, VP Finance, BorgWarner• Kevin Wilson, Chief Financial Officer, New Era Cap• Norman Smagley, Executive Vice President and Chief Financial Officer, Gogo Inc

april 6, 20162016 Customer Care Leadership Forum: spring event (new york)new york, ny

Perspectives by:• Denise Palermo, Vice President, Customer Care, Excellus BlueCross BlueShield• Iram Shah, Senior Vice President, Digital Customer Experience, Schneider Electric• Scott Landry, Vice President of Global Customer Support, Akamai• Lee Valentini, Senior Assistant Vice President, Service Center Operations, Amica Mutual Insurance• Helen Horsham-Bertels, Senior Director, Global Consumer Affairs, Starwood Hotels & Resorts Worldwide• Brian Gillespie, Vice President , Forecasting and Financial Excellence, Comcast Corporation• Lance Gruner, Executive Vice President, Global Customer Care, MasterCard• Dana Tucker, Head, CAO, Customer Centricity Program Management, MetLife

upComing events

april 7, 20162016 CX virtual event: Delivering a Unified Customer Journey in Today’s Complex Environment (Virtual Event)virtual

Perspectives by:• Jeff Foley, Director of Product Marketing, Customer Service Solutions, Pega

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Perspectives by:• Mark Gelhardt, Director Global PCI Security & Compliance, U.S. Bank• Wayne Proctor, SVP, CISO, FleetCor Technologies• Chris Lugo, Vice President, Information Security & Compliance, Hilton Worldwide Holdings• Tim Callahan, CISO, Aflac• John Martin, Chief Information Officer, State of Georgia• Kenneth Foster, Managing Director, Data Center Engineering and Operations/Chief Information Security

Officer, Rollins• Chris Bullock, Chief Information Security Officer, Aaron’s• Randy Marchany, Chief Information Security Officer, Virginia Tech

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Perspectives by:• Sharon Zezima, General Counsel, GoPro Inc• Lily Yan Hughes, Senior Vice President, Chief Legal Officer, and Corporate Secretary, Public Storage• John Dye, Executive Vice President, General Counsel and Secretary, Western Union• Michael Rowles, Executive Vice President and General Counsel, Live Nation• David Lancelot, Head of Legal, eBay

april 21, 20162016 Chief Financial Officer Leadership Forum (Atlanta)atlanta, ga

Perspectives by:• Judy Romano, Senior Vice President, Chief Financial Officer Interntional, Equifax• Denise Dettingmeijer, Chief Financial Officer, North America, Randstad• Alan Haughie, SVP, Chief Financial Officer, Servicemaster• Kelly Benton, Vice President of Accounting, Racetrac Petroleum Inc• Lisa Wardlaw, Treasurer and Vice President, Munich American Reassurance Company

upComing events

april 26, 20162016 Cmo think tank: driving Customer engagement in the digital era (toronto)toronto, on

Perspectives by:• Jason Hunt, SVP, Digital Lead, North America, Avanade

april 28, 20162016 Chief Information Security Officer (CISO) Leadership Forum (New York)new york, ny

Perspectives by:• Dennis Brixius, VP & Chief Security Officer, McGraw Hill Companies• Chris Nims, SVP & Chief Information Security Officer, AOL• Mark Morrison, Senior Vice President & Chief Information Security Officer, State Street Corporation• Srinivas Dronamraju, Senior Vice President & Chief Information Risk Officer, MassMutual• Keith O’Sullivan, VP, Global Information Security (CISO), Time Inc.• Michael Molinaro, Chief Information Security Officer, Bio-Reference Laboratories• Wyman Miles, Chief Information Security Officer, Cornell University• Ed Amoroso, Senior Vice President and Chief Security Officer, AT&T

may 4, 20162016 Customer Care Leadership Forum (Chicago)Chicago, iL

Perspectives by:• Bill Cusick, Vice President - Customer Experience, Zurich Financial Services Group

may 5, 20162016 Human Capital Leadership Forum (Chicago)Chicago, iL

Perspectives by:• Ana Rodriguez, Chief Human Resources Officer and Senior Vice President, PolyOne Corp.• Michael Silvaggi, Senior Vice President, Human Resources- North America, Louis Vuitton• Michael Roane, Senior Vice President, Chief Human Resources Officer, J.E. Dunn Construction Group• Lisa Kramer Rodacker, Organization Effectiveness Consultant, Deluxe• Jennifer Hersom, Senior Vice President, Leadership Development Programs Executive, Bank of America• Julie Loosbrock, Senior Vice President of Human Resources, Deluxe• Erwin Acox, Chief of Diversity Recruitment & Outreach, Illinois Department of Transportation• Jennifer Congdon, Vice President, Human Resources - Applied Water Systems, Xylem• Lisa Bretones, Head of Talent Management, Brunswick Corp.• Scott Drach, Vice President, Human Resources, Boeing• Cassie Brown, Vice President, Diversity and Employee Relations, Scripps Networks• Mary Burfeind, Vice-President, Talent Management, Learning & Development, Blue Cross Blue Shield of

Illinois• Sid Chapon, Executive Vice President, Leadership & Organizational Development, Publicis• Matt Beliveau, Vice President Human Resources, Morton Salt• Jackie Gordon, Senior Vice President, Human Resources & Organizational Development, Chief Human

Resources Officer, YMCA of the USA

upComing events

may 10, 20162016 Chief Information Security Officer (CISO) Leadership Forum (Los Angeles)Los angeles, Ca

Perspectives by:• Nick Reva, Information Assurance & Compliance, Space Exploration Technologies• Alex Dickinson, Senior Vice President, Strategic Initiatives, Illumina• Doug Murray, Principal & Chief Information Security Officer, Hyundai• David Shaw, Chief Information Security Officer, University of Southern California

may 17, 20162016 Hr think tank: Catalyzing Leadership energy: building ready now Leaders, today (dal-las)dallas, tX

Perspectives by:• Rhonda MacAndrew, Senior Vice President, Human Resources, Greyhound Lines• Mark Reid, Executive Vice President, Human Resources, United Services Automobile Association• Brian Walker, Chief Human Resources Officer, Sally Beauty Company• Karen Thornton, Vice President of Human Resources, FTS International

may 24, 20162016 Leadership in e-Commerce (dallas)dallas, tX

Perspectives by:• Atul Vohra, Chief Marketing Officer, Solera Holdings

may 25, 20162016 Chief Marketing Officer Leadership Forum (Atlanta)atlanta, ga

Perspectives by:• Trish Mueller, Chief Marketing Officer & SVP, Home Depot• Kristin Kelley, Chief Marketing Officer, Randstad• Jamie Crawford, Vice President, Marketing Communications and Events - Global, Elekta• Teresa Finley, Senior Vice President, Global Marketing, UPS• Rob Milstead, Senior Vice President, Digital, Genuine Parts• Shonodeep Modak, Chief Marketing Officer, Distributed Power Services, General Electric• Edwin Bodensiek, Vice President, Communications and Branding, Select Medical Corporation

upComing events

June 8, 20162016 Chief Marketing Officer Leadership Forum: Spring Event (San Francisco)san Francisco, Ca

Perspectives by:• Jonathan Alloy, Vice President, Product Manager, Wells Fargo• Lisa Sullivan-Cross, Vice President, Growth and Retention, Pandora• Ken Bausch, Vice President Marketing, World Kitchen• Simon Seshadri, Vice President-Marketing, North America, CooperVision Inc• Sander Arts, Vice President, Marketing, Atmel Corporation• Melita Balestieri, Vice President, Marketing, Randstad

June 21, 20162016 Chief Marketing Officer Leadership Forum: Spotlight on Retail and Consumer (Chicago)Chicago, iL

Perspectives by:• Linh Peters, Vice President, Marketing, Spartan Stores• Tim Bay, Vice President Digital Marketing, Wilton Brands• Frederick Lecoq, Senior Vice President, Marketing, Canadian Tire

June 22, 20162016 Chief Information Security Officer (CISO) Leadership Forum (Chicago)Chicago, iL

Perspectives by:• Derek Milroy, IS Security Architect, United States Cellular Corporation• Fred Kwong, Head of Privilege Access Control, Farmers Insurance Group of Companies

June 29, 20162016 Chief Information Security Officer (CISO) Leadership Forum (San Francisco)san Francisco, Ca

Perspectives by:• Steve Zalewski, Chief Security Architect, Levi Strauss & Company

november 2, 20162016 Customer Care Leadership Forum: Fall event (new york)new york, ny

Perspectives by:• Daniel Lebish, Executive Vice President, Chief Operating Officer, Aflac

Content neutraLity poLiCy

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