2015 Customer Care Leadership Forum (Dallas)

THURSDAY, FEBRUARY 26, 2015

AgEnDA

2015 Customer Care Leadership Forum (Dallas)

Thursday, February 26, 20158:00am – 5:20pm

8:00am – 9:00am

Breakfast

9:00am – 9:05am

Argyle Executive Forum Opening Remarks

9:05am – 9:40am

“Nationwide Puts Members First Because We Are More Than A Business.”

Nationwide is a member driven organization focused on creating enduring relationships with our members in order to provide them with the broadest protection possible through insurance products and financial services. At the cornerstone of Nationwide’s business model is the ability to be flexible and responsive to changing member and societal needs. That’s why keeping our customer at the forefront of our recent decision to move all of the businesses in our portfolio to one brand was paramount to creating one company, one brand and one culture. We are now truly One Nationwide.

Jasmine Green, VP-Chief Customer Advocate at Nationwide, will share with attendees the importance of understanding the customer experience during times of change and the need to integrate sweeping change that is rooted in the company’s core values. She will discuss the need to address customers and create a vision for their evolving needs in a way that is sustainable across time. Jasmine will share real examples of defining customer solutions for a successful and member focused cultural transformation that maintain a commitment to providing a phenomenal customer experience with every interaction.

Jasmine GreenVP Chief Customer AdvocateNationwide Insurance

AgEnDA

9:45am – 10:05am

Thought Leadership Spotlight Presented by Performance Technology Partners

“Get to the Heart of your Customers to Build Loyalty and Increase Share of Wallet”

Customer values have changed substantially since the dawn of consumerism in the 1950s. No longer do customers make purchases based on brand identity alone. As emerging markets increase competition and the buying power shifts to the 77 million strong Millennial generation, the type of customer experience provided must evolve to meet the modern consumer’s needs. Profiling your customers will enable you to understand how to engage them, increase loyalty and also share of wallet. In this session we’ll leverage consumer insight videos and research findings to highlight the 2015 loyalty factors that drive revenue. You’ll hear success stories about how fortune 500 companies like Nike and Apple have leveraged these factors to increase customer retention. We’ll even introduce you to the different generational mindsets and provide tactical ways to emotionally engage your customers based on the loyalty factors that impact your business.

Lynn OlsonVP of Sales & MarketingPerformance Technology Partners

10:05am – 10:35am

Coffee Break

AgEnDA

10:35am – 11:25am

Panel Discussion

“The Modern Day Customer Care and Customer Experience Executive”

Session topics include, but are not limited to:

• How has the role of the customer care/customer experience professional continued to evolve? What are the new skill sets required to succeed when becoming customer eccentric?

• What are the key steps for succeeding when there are fewer resources to handle the overwhelming responsibilities?

• Discuss the importance of customer experience and what that means for the brand. How does the brand differentiate themselves?

• Best practices when driving more people into self-service areas• Contact center as an escalation point. Looking at how this fits into the overall multichannel strategy• How can companies capitalize on the exponentially growing customer data generated across

channels to identify cost saving and revenue boosting opportunities?• Feeding customer insight back into the business and being transparent: Capture, manage &

analyze• Using predictive analytics to better understand consumer needs• Using cross-collaboration to create one voice, transparency & competitiveness on technologies

such as mobile and social

Moderator:Amas TenumahVice President, Customer CareCOX Communications

Panelists:Dana HyattVice President, Customer ExperienceThomson Reuters

Sativa LeachSenior Vice President, Marketing and Retail OperationsCitigroup

Lynn RidenourSenior Director, Enterprise MarketingNuance Communications

Larry RobinsonSenior Vice President, Product ManagementSalesforce.com

AgEnDA

11:30am – 11:50am

“Strategic Workforce Transformation - A Roadmap for the Future”

To deliver on ongoing operational pressures and rising customer experience, organizations must evolve from reactive to real-time management. In this interactive session, you will hear how Harte Hanks is transforming its frontline workforce to drive significant productivity, cost and customer experience benefits. • Agent of Change – At the Forefront of a revolution• Centralized, consolidated approach to technology, operations and people• Communicating and quantifying the value of the strategy

Perspectives by:

Ben ChackoCountry Manager, Operational Planning & StrategyHarte Hanks

Matthew McConnellCEOIntradiem

11:50am – 12:10pm

Coffee Break

AgEnDA

12:10pm – 12:55pm

Panel Discussion

“Leadership Speaks: Building a Customer-Centric Culture”

Session topics include, but are not limited to:

• Best practices for transforming your business culture into a customer centric enterprise• What is most important to the Customer?• How do you successfully measure Customer Experience?• How can companies better prepare their everyday customer experience model to make sure a

crisis does not interrupt practice?• Aligning your culture around the customer• Evolving the workplace culture to be “People Powered”• Best Practices for maximizing customer acquisition, retention and profitability

Moderator:Diana HelfinstineVP, Customer ExperienceEssilor Laboratories of America

Panelists:Ajit GhumanProduct Marketing ManagerMedallia

Michael GuytonSenior Vice President and Chief Customer Officer,Oncor Electric Delivery

Alice Sesay PopeSVP/Senior Director Customer AdvocacyCapital One Financial

Bruce QuernemoenVP, Customer LoyaltyEmerson Electric

12:55pm – 1:55pm

Lunch

AgEnDA

1:55pm – 2:40pm

Panel Discussion

“Understanding the Value of Delivering a High-Quality Omnichannel Experience”

Session topics include, but are not limited to:

• Best practices for providing seamless and consistent service across channels • Meeting customer expectations through the channels that make sense• Utilizing mobile as a feedback, analysis, and engagement channel to creating amazing customer

experiences• Real world examples for breaking through the noise across multiple channels• Breaking down silos to leverage every possible touchpoint with your customers• Measuring the success of your overall strategy• Where does the call center fit in with your organization’s omnichannel strategy?

Moderator:Brant DerangerVice President, Service DeliverySabre Holdings Corporation

Panelists:Wendell BlackNorth America General ManagerVocalcom

Christian JensenHead, Digital Commerce Customer CareKohl’s Corporation

Teresa LarabaSVP, CustomersSouthwest Airlines Stacy PughChief Customer Care OfficerCoca-Cola Refreshments Jennifer RamirezVP, Global Customer ExperienceWestern Union

2:40pm – 3:00pm

Coffee Break

AgEnDA

3:00pm – 3:35pm

“Big Data and Customer Experience”

There has been a lot of chatter about Big Data and its implications upon all areas of business. Is Big Data new? What are the implications of the power of big Data to the customer interaction experience? Can it reduce costs? Can it make customer experiences more personalized?

We will explore these questions and much more. Plus, come learn real world examples in which big data is being used to reduce customer friction, anticipate customer needs, and increase sales. Learn about the applicability for both B2B and B2C businesses with examples that cut across channel and customer demographics.

Amas TenumahVice President, Customer CareCOX Communications

3:40pm – 4:15pm

“It’s a balancing act.”

In 2015, we will focus our Hearts and minds on two integral parts of Southwest Airlines –our Hospitality and Reliability.

Teresa LarabaSVP, CustomersSouthwest Airlines

4:15pm – 4:20pm

Argyle Executive Forum Closing Remarks

4:20pm – 5:20pm

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.

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.

Real Time RulesIntraday Automation for a Real-time Workforce

Intradiem empowers you to create extraordinary customer

experiences by optimizing the workday, using automated workforce

adjustments to ensure that people on the floor, in the call center

and behind the counter can effectively respond to any situation.

By capturing these real-time opportunities throughout the day,

you prompt productivity and a new level of customer confidence.

www.intradiem.com 888-566-9457

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: 1-800-787-4143sales@performtechnology.com

Companies we’ve partnered with for success include…

SpEAking FACULTY

“Nationwide Puts Members First Because We Are More Than A Business.”

Jasmine greenvp Chief Customer Advocatenationwide insurance

Jasmine Green is vice president and Chief Customer Advocate for Nationwide. Nationwide, based in Columbus, Ohio, is one of the country’s largest diversified insurance and financial services organizations.

As part of Corporate Marketing and Communications, she is responsible for the Office of Customer Advocacy. Green serves as a champion for customers across all of Nationwide’s businesses. Her role is unique within the company and there are few like it in any industry. It underscores Nationwide’s commitment to focus on the customer and help them protect what’s most important.

She has a distinguished career with Nationwide that began over 20 years ago in the Claims organization. Green previously served as associate vice president in the Office of the President for Nationwide Insurance Western Operations. During her tenure at Nationwide, she has also served as a product director and in various management roles within Claims in Tennessee, Kentucky, Michigan and Texas.

Green’s successes include:• Developing a reporting strategy to enhance the customer experience• Creating a heightened culture of awareness for customer advocacy• Building partnerships with business units to help enhance customer service• Collaborating with business units to improve service recovery• Developing the customer advocacy “I Care” approach for associates

Green’s belief in continuous improvement led the creation of the Top Five Reporting tool, which provides insights to how our members interact with the company. The Top Five Reporting tool is in the process of being patented.

Green was named a 2010 Woman Worth Watching by Diversity and Technology Magazine, and the 2011 Chief Customer Advocate of the Year, by the Chief Customer Council.

She is a member of the board of trustees for the Columbus Medical Association Foundation, a member of the United Way of Delaware County, and serves on the Women’s Leadership Network Steering Committee of Delaware. Additionally, she is a member of leading Chief Customer Advocacy and Customer Experience Councils and holds a bachelor’s degree in accounting from The University of Memphis.

SpEAking FACULTY

Thought Leadership Spotlight presented by performance Technology partners

“Get to the Heart of your Customers to Build Loyalty and Increase Share of Wallet”

Lynn olsonvp of Sales & marketingperformance Technology partners

As Vice President of Sales and Marketing at PTP, Lynn Olson has built, from the ground up, a successful sales and business development customer experience management (CXM) organization that has grown revenue by 757%+. Lynn’s strategic relationships, developed from 18 years of consulting experience in the CXM space, have enabled her to create a rich partner ecosystem of CX solutions that innovate to answer the business challenges of today’s society. A true partner to her clients and peers, Lynn is driven by her passion to add value to companies reinventing their customer service solutions. Her rich, technical experience in business consulting with PTP, Microsoft and Nuance provides her with a strong knowledge base across platforms and solutions. Lynn holds an MBA with an emphasis in international business from the Carlson School of Management and has helped U.S.-based fortune 500 clients deploy CX solutions globally.

“Strategic Workforce Transformation - A Roadmap for the Future”

Perspectives by:Ben ChackoCountry manager, operational planning & StrategyHarte Hanks

Ben Chacko has been with Harte Hanks for 15 years. Ben’s experience includes call center operations, customer satisfaction, workforce management, vendor management and P&L management. During Ben’s tenure with Harte Hanks, he has managed large scale multi-site call center operations in the US, Central America, and Asia. Ben currently leads operational planning and strategy for Harte Hanks’ Customer Experience Support business group.

matthew mcConnellCEointradiem

Matt McConnell is chairman, president and CEO of Intradiem. Matt co-founded Intradiem in 1995 with a vision of helping companies increase the level of customer service they deliver by improving the performance of their agents. Today, Intradiem is a leader in its market with more than 450,000 call center agents around the world using Intradiem every day. Matt is the author of the book Customer Service at a Crossroads and holds 11 software patents. He graduated from the Georgia Institute of Technology in 1994 with a bachelor’s degree in industrial and systems engineering.

SpEAking FACULTY

“Big Data and Customer Experience”

Amas Tenumahvice president, Customer CareCoX Communications

Amas is a customer experience expert specializing in contact center operations. He has spent over a decade managing customer experience programs for numerous companies including: Teleflora, Coca-Cola, and Convergys Corporation. He currently serves as Vice President of Care for Cox Communications. Amas brings a unique perspective to the world of customer experience that he shares regularly in industry publications and events. He is also a proud dad, avid Yankee fan, and competitive soccer player when home in Oklahoma City.

“It’s a balancing act.”

Teresa LarabaSvp, CustomersSouthwest Airlines

Teresa Laraba is the Senior Vice President of Customers, which includes the oversight of Customer Support & Services, Customer Relations & Rapid Rewards, and Customer Services. Her responsibilities include understanding and advocating for the needs of our Customers; setting and delivering our Customer Service expectations, executive oversight of two corporate initiatives (International Travel and the Reservation Replacement System project) as well as driving the delivery of our Customer Experience improvement plans.

Teresa began her career in El Paso, Texas as a Part-time Customer Service Agent in 1984 and has held numerous Leadership roles in both El Paso and Dallas before she transferred to work in our People and Leadership Development department, again holding several Leadership roles. She returned to her roots in the Ground Operations department in 2000 as Senior Director of Ground Ops Training and Airport Solutions, eventually becoming a Vice President of Ground Operations.

Teresa gladly holds the role of champion of our legendary Customer Service at Southwest Airlines and works to ensure that legacy continues for many years to come. Her background working as a Front Line Employee serves her well as she leads and oversees the delivery of our legendary Customer Service at Southwest Airlines.

Customer serviceintelligently delivered,across channels.Self-service solutions that work the way people do – for personalized, easy and effective customer experiences anytime, anywhere.

NUANCE COMMUNICATIONS, INC.www.nuance.com/go/CEX

Today’s consumers are embracing

the power of self-service across

IVR, mobile and Web. Give them

what they want – easy accessibility,

immediate results, personalized

service, proactive outbound

notifications, and a consistent

experience, regardless of how they

interact with you.

With decades of experience,

Nuance understands every aspect

of delivering customer-preferred

self-service. Partner with us to

deliver extraordinary customer

experiences and accelerated

business results.

012814 NUCC2165

The future of customer service. Now.

salesforce.com/service-cloud

pAnELS

panel Discussion

“The Modern Day Customer Care and Customer Experience Executive”

Moderator:Amas Tenumahvice president, Customer CareCoX Communications

Amas is a customer experience expert specializing in contact center operations. He has spent over a decade managing customer experience programs for numerous companies including: Teleflora, Coca-Cola, and Convergys Corporation. He currently serves as Vice President of Care for Cox Communications. Amas brings a unique perspective to the world of customer experience that he shares regularly in industry publications and events. He is also a proud dad, avid Yankee fan, and competitive soccer player when home in Oklahoma City.

Panelists:Dana Hyattvice president, Customer ExperienceThomson Reuters

Dana Hyatt leads a multifaceted, customer-centric career guided by one philosophy: Relying on a product is not enough—you have to know your customer to not only survive, but thrive. This has inspired her since the start of her career at Neiman Marcus, where she learned the value of dedication to exceptional customer experience.

While holding field sales and operations, corporate and consulting leadership positions, her entire career has been steeped in innovating, strategizing, executing and measuring customer experience to drive revenue. She has successfully applied her breadth of experience across multiple industries: Neiman Marcus, Citibank, Acxiom (Gucci, Wal-Mart, Federated), Zale Corporation, Gold’s Gym International, Accor North America, ADT and, most recently, Southwest Airlines.

With the realization long ago that her professional opportunities and successes were tied together by a common thread—cultures connected by an aspiration to customer centricity—Dana pursued her passion for a more holistic perspective of customer experience as a differentiating business strategy to catapult her to the next step in her career. She is a proud founding member of the Customer Experience Profession-als Association (CXPA.org), a global non-profit organization dedicated to the advancement of customer experience management practices. Founded in 2011, the CXPA has already grown to over 3000 members strong. In 2012, she co-founded the Dallas CXPA Networking Events to bring networking and sharing of best practices to local CX professionals and remains active as a leader today. Leveraging her diversified background and proven skills driving Customer Experience as a core business strategy to enhance the bottom line has led her to her current position as VP of Customer Experience, where she leads the trans-formation of the customer experience across the global Thomson Reuters Tax and Accounting enterprise.

An Arkansas native, Dana graduated from TCU. She lives in Dallas and enjoys yoga, hiking, travel and volunteering on behalf of homeless animals.

pAnELS

Sativa LeachSenior vice president, marketing and Retail operationsCitigroup

Sativa has over 20+ years of experience in the Credit Card industry within Marketing, Public Relations and Finance. She is currently the Senior Vice President for Retail Marketing Support Operations Services for Citi Cards North America.

Sativa has a MBA in Business Administration and a BA in Marketing from the University of Texas at Arlington.

As a dedicated professional with extensive Customer Contact experience in various positions within Citigroup; she has led Consumer and Commercial Customer Service teams, Collections, Control and Compliance, Vendor Management, Operational Support and Public Relations groups. During her tenure her passion and success has been centered on process execution, relationship building and leader-ship development. Her expertise includes cross-functional leadership/levels, compliance, regulatory, information security, marketing, client development, collections, customer service, employee development, and project management. She demonstrates effective communication and problem-solving skills with the ability to resolve difficult situations under adverse conditions. Her ability to achieve results when faced with multiple priorities and dependencies in a fast-paced environment.

Sativa is wife and a mother of two sons, Jordan (14) and Justin (6). She also holds numerous board and leadership roles within the community Dallas, Arlington and Ft Worth communities. She is a Presidential Service award winner and logs over 1,000 of community service annually in the areas of financial education, community development, educational enrichment and civic responsibility each year.

Her current philosophy is those things that mean the most to you, should be reflected in the time and atten-tion you give them.

Lynn RidenourSenior Director, Enterprise marketingnuance Communications

Lynn Ridenour combines her passion for innovation and storytelling in her role as Director of Marketing for the Nuance Enterprise Division. She is responsible for bringing to market self-service solutions that transform the customer conversation in ways that are effortless and cost-effective. Lynn has more than 20 years of experience leading marketing teams in the cloud computing, telecommunications, e-commerce and clean technology industries. As a former CMO, she’s built corporate and product brands, directed corporate communications, managed global marketing campaigns and launched products and services. Lynn earned a Bachelor of Arts degree in communications from Seattle Pacific University. She enjoys spending time in the yoga studio or at the farmer’s market and joyfully serves on the board of Coyote Central, an arts program for kids between the ages of 10 and 14.

pAnELS

Larry RobinsonSenior vice president, product managementSalesforce.com

Larry Robinson leads salesforce’s Service Cloud Product strategy with a focus on growing the company’s success in Customer Service applications across all market segments. He has spent 20 years in a variety of product management and product marketing leadership roles in the software industry. In his role as Senior Vice President, Service Cloud Product Management at salesforce, he has led the growth of the Service Cloud product from inception into the industry-leading customer service application suite used by thousands of customers to optimize their customer service operations and connect with their customers in a new and engaging way. Prior to joining salesforce in 2004, Larry spent over 10 years at Oracle in a variety of leadership roles in Product Management, Partner Service Consulting and Marketing applications development.

Larry has a Master’s degree in Nuclear Physics and an Education Credential from the University of Cape Town

pAnELS

panel Discussion

“Leadership Speaks: Building a Customer-Centric Culture”

Moderator:Diana Helfinstinevp, Customer ExperienceEssilor Laboratories of America

As a Customer Engagement Strategist and Service Operations Executive, Diana Helfinstine has been creating innovative strategies and delivering customer engagement experiences across multiple channels for over 20 years, demonstrating proven results increasing brand loyalty and revenues, while decreasing operating expenses. Diana is Vice President of Customer Experience for Essilor of America, with a mission to differentiate the customer experience for the world’s leader in prescription eyeglass lenses. Previous experience includes senior customer experience roles for leading healthcare providers, Caremark and Merck. Diana is a frequent speaker at customer experience conferences; has been featured in many industry publications; and is a recognized change agent in building customer-centric organizations.

Panelists:Ajit ghumanproduct marketing managermedallia

Ajit loves bringing new technology products to market, and is passionate about building solutions that empower people at the front lines of big enterprises. At Medallia, he leads product marketing for the financial services and telco verticals at Medallia and is responsible for turning new products into industry vertical-based solutions.

Before becoming a marketer, he designed and built eight customer experience management solutions for Fortune 500 and Global 2000 organizations in the insurance, telco and hospitality industries. He holds an MS in Management Science and Engineering from Stanford University and a BE from the Delhi College of Engineering.

michael guytonSenior Vice President and Chief Customer Officer,oncor Electric Delivery

Mike Guyton has over 37 years in the utility industry. As Senior Vice President and Chief Customer Officer for Oncor Mike has responsibility for customer service including communications, media relations, community relations, customer and market operations, economic development, and energy efficiency. Guyton has been heavily involved in the community and has served on boards of several nonprofit entities including the United Way of Metropolitan Tarrant County, Tarrant County YMCA, Fort Worth Zoo Board, Big Brothers Big Sisters, and Fort Worth Chamber of Commerce. Guyton is presently Chairman of the Board of THR Harris Methodist Hospital in Fort Worth, Texas.

pAnELS

Alice Sesay popeSvp/Senior Director Customer AdvocacyCapital one Financial

Bruce Quernemoenvp, Customer LoyaltyEmerson Electric

Bruce L Quernemoen, a high energy experienced manufacturing, financial and customer focused leader. He is currently Vice President, Customer Loyalty for 2 Divisions with sales over $2.1 Billion within Emerson Process Management. He has led global ThinkCustomer initiatives including: global annual customer surveys with follow up actions, Principal Partner Program and Employee Recognition Programs. Previously led development of a new product line strategy from Customer input and implementation of new product designs.

Other positions in Emerson have been Plant Manager, North America Services Director, Marketing Director, Global Parts Director and Global Quality Director where he led a Global Total Quality Management implementation.

pAnELS

panel Discussion

“Understanding the Value of Delivering a High-Quality Omnichannel Experience”

Moderator:Brant Derangervice president, Service DeliverySabre Holdings Corporation

Brant Deranger leads the customer-focused and ever-evolving global Service Delivery team. Brant’s team implements, trains, and supports the existing customer base of 12,000 hoteliers and the 2,000 plus hotels who migrate to Sabre Hospitality Solutions annually.

Brant’s diverse experience includes a background in the Hospitality Industry as a key contributor in the successful migration of global partners such as Preferred Hotel Group, Kimpton, JHC, Red Roof, Relais and Chateau, and Vantage. His hospitality background is complimented by Airline Industry experience as key contributor in the successful migration of Sabre partners such as Ethiopian Airways, Kingfisher and Cayman Airways. A former university instructor and researcher, Brant is currently an advisory board member for the Linguistics and Technical Communication department at University of North Texas (UNT). He has also been recognized as an innovator, having launched the first online communication course at UNT and created an industry-leading blended learning program at Sabre Airline Solutions. Brant joined Sabre Hospitality Solutions in 2007, and was the initial architect of Sabre Hospitality University. Since that time, Brant has continued to innovate, continually driving toward the goal of being the best and most efficient delivery team in the hospitality industry.

Panelists:Wendell Blacknorth America general managervocalcom

Wendell Black is a Contact Center leader and industry expert with more than 30 years of experience in operating, consulting, integrating and leveraging emerging technologies. Mr. Black is a graduate of the Baylor Hankamer school of business and has served in Sr. Executive roles at companies such as: Aspect Communications, Nortel Networks, Oracle, Contactual and most recently serves as the EVP & General Manager of Vocalcom, North America. In addition to Sales, Marketing and Operational leadership roles, Mr. Black has also held technical positions such as CIO and VP of Information Technology.

With such a breadth of experience and industry knowledge, Mr. Black is a trusted advisor and has worked with businesses of all sizes, including many of the Fortune 500. By sharing his experience, he has been able to help others to run their contact centers as efficiently and cost effectively as possible, all the while helping them to achieve a high level of Customer Satisfaction.

Mr. Black’s current role as General Manager of VOCALCOM, North America allows him to provide best-in-class solutions, whether on-premise, cloud or combination. The power, reliability, features and flexibility of VOCALCOM’s offerings, and its 20+ years of technical excellence are they key factors that attracted Wendell to his current role.

pAnELS

Christian JensenHead, Digital Commerce Customer Carekohl’s Corporation

Christian graduated from the University of Texas at Arlington with a BBA in Management. Christian’s retail work history includes nine years with May Company Department Stores and eight years with Old Navy.

He began his career with Kohl’s in 2003 as a District Manager in the Dallas/Fort Worth area. His tenure includes senior level positions in Store Administration and for the last 7 years he has held Director level Customer Service roles in the Kohl’s Credit Division overseeing both Card Services and Digital Commerce Customer Care contact centers. Christian’s contact center leadership roles have allowed him to live in Milwaukee, San Antonio and most recently in Dallas where he serves as Site Director of Kohl’s newest location which opened in 2014.

His greatest source of pride is his family; Wife Pam of 23 years and 4 children ranging from 13 to 20. Christian’s hobbies outside of work include service in his church, golf and hunting.

Teresa LarabaSvp, CustomersSouthwest Airlines

Teresa Laraba is the Senior Vice President of Customers, which includes the oversight of Customer Support & Services, Customer Relations & Rapid Rewards, and Customer Services. Her responsibilities include understanding and advocating for the needs of our Customers; setting and delivering our Customer Service expectations, executive oversight of two corporate initiatives (International Travel and the Reservation Replacement System project) as well as driving the delivery of our Customer Experience improvement plans.

Teresa began her career in El Paso, Texas as a Part-time Customer Service Agent in 1984 and has held numerous Leadership roles in both El Paso and Dallas before she transferred to work in our People and Leadership Development department, again holding several Leadership roles. She returned to her roots in the Ground Operations department in 2000 as Senior Director of Ground Ops Training and Airport Solutions, eventually becoming a Vice President of Ground Operations.

Teresa gladly holds the role of champion of our legendary Customer Service at Southwest Airlines and works to ensure that legacy continues for many years to come. Her background working as a Front Line Employee serves her well as she leads and oversees the delivery of our legendary Customer Service at Southwest Airlines.

pAnELS

Stacy pughChief Customer Care OfficerCoca-Cola Refreshments

Stacy Pugh is Chief Customer Care Officer for Coca-Cola Refreshments. In this role, she has responsibility for the North America Customer Care organization leading over 6,000 associates in the areas of equipment delivery and repair, order taking and issue resolution, customer satisfaction stewardship and customer supply chain collaboration.

Before assuming her current role, Stacy led Field Services for Coca-Cola Refreshments across the United States. Prior to that, she was accountable for a ten-state territory in the southern United States for the Supply Chain organization of the world’s largest Coca-Cola Bottler - Coca-Cola Enterprises (CCE).

Before joining CCE in 2006, Stacy was President of Americana Foods, a small ice cream company in Dallas. Stacy began her career in the consumer packaged goods industry, serving in various roles from 1991-2005 with General Mills, including Vice President of Manufacturing for the Bakeries and Food Service division and Director of Supply Chain for the Yoplait division.

Stacy holds a Bachelor’s of Science degree and a Master’s of Science degree in Industrial Engineering from Texas A&M University.

Stacy currently serves on the Coca-Cola Bottling Sales & Services Company board and was a member of the Southwest Canners Board of Directors from 2007-2010. Stacy is actively involved in her local community, recently establishing a hot meal program to help alleviate hunger in the neighborhood surrounding her local church.

pAnELS

Jennifer Ramirezvp, global Customer ExperienceWestern Union

Jennifer Ramirez leads Global Customer Experience Transformation for The Western Union Company. In this role, Jennifer oversees the charge of building stronger relationships with the hundreds of millions of people and businesses that use Western Union’s services every day. She is responsible for developing the organization’s multi-year customer experience strategy and transformation initiatives, and for driving the optimal customer and Agent experience across all channels and touchpoints in 200 countries and territories.

Based at Western Union’s global headquarters in Englewood, Colo., Ramirez has held various leadership roles with Western Union and former parent company First Data for 15 years. Key leadership roles have included product management, channel management, product delivery, new product development, strategy and large-scale program management.

Prior to joining Western Union, Jennifer spent five years in management consulting and three years in the nonprofit sector.

In addition to her professional career, Ramirez is passionate about volunteering and giving back to her community. She currently serves as a board member and officer for Upwardly Global, is co-founder of 501c3 Kids Giving to Kids, and is an ambassador for the Western Union Foundation.

She holds a bachelor’s degree in Psychology from Florida State University and a master’s degree in Behavioral Psychology from the University of Kansas.

pARTnERS

Thought Leadership Spotlight partners

Intradiem is the leader in intraday automation solutions for multi-channel contact centers. Intradiem’s customers achieve an invincible customer experience with a real-time workforce by automating manual processes such as intraday task management, intraday staffing, reskilling, channel balancing, and real-time alerts. Intradiem empowers an immediate and consistent response to unpredictable events and changing conditions, resulting in labor savings, improved employee performance and a better overall customer experience. More than 200,000 contact center, field service, retail, bank branch, and back office employees around the world use Intradiem’s solution every day.

Why Intradiem?

At the end of the day, you control your customers’ happiness. Intradiem’s Intraday Automation tool empowers you to create extraordinary customer experiences by optimizing the workday. With automated workforce adjustments, we make sure people on the floor, in the call center and behind the counter can effectively respond to any situation. Capturing these real-time opportunities throughout the day prompts productivity and a new level of customer confidence.

Intradiem’s easy-to-use SaaS solutions allow businesses to automatically adjust their frontline workforces to meet customer demand. Real-time rules immediately redirect your people in response to unpredictable events and conditions. As a result your employees are always prepared, always productive and never caught off guard.

The Intradiem platform allows you to invent new solutions without involving IT and without constraints. You can automate more and more manual workforce management processes just by writing new rules, which are simply combinations of triggers and actions. This is done within a simple and intuitive user interface that allows you to build intraday automation rules in minutes. Each rule takes you one step closer to a real-time workforce.

pARTnERS

Thought Leadership Spotlight 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 agnostic 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

pARTnERS

panel partners

Medallia builds customer feedback technology that drives action. Our solution integrates every feedback channel—from surveys to call center to social media—in one coordinated reporting platform. It automatically translates the volume and chaos of feedback into clear, prescriptive action. All members of your organization can log in and see feedback specific to their performance; they know when they are accountable for taking steps to increase customer loyalty and drive profit.

As the feedback landscape changes, we’re helping companies embrace a shift to mobile and social, with continued emphasis on action. We optimize surveys for mobile devices and provide a native app to report all feedback to your people via their smartphones. Similarly, we can help you tie social feedback to individual locations and departments, driving accountability and responses that strengthen your public reputation.

Patented analytics identify patterns in data in seconds and help inform product and service priorities. Native text analytics breaks down millions of open text responses in seconds to identify emerging themes and their sources. And whenever there’s an issue, our solution sends an alert to the right person in your organization—in real time—so he or she can take immediate action.

Medallia has been transforming feedback into business results since 2001. We have established an unparalleled track record. Clients include the world’s largest and most respected brands spanning retail, hospitality, financial services, insurance, technology, and telecommunications. Medallia is headquartered in Silicon Valley, California, with offices in New York, Boston, London, Oslo, and Buenos Aires.

Nuance Communications is reinventing the relationship between people and technology and helping organizations around the world deliver intelligent self-service solutions that adapt to the needs of people instead of the other way around. Using natural language understanding, speech recognition and conversational technologies, Nuance solutions simplify the way customers get what they need. Whether via voice, Web or mobile, our intelligent self-service solutions are available how, when and where customers want to engage.

pARTnERS

panel partners

Founded in 1999, Salesforce is the enterprise cloud computing leader. Our mobile and social cloud technologies enable companies to connect with their customers, employees, partners and products in entirely new ways. Our Customer Success Platform equips companies with the apps and tools to revolutionize the way they sell, service, market, collaborate, work, and innovate.• Sell smarter & faster with the world’s #1 CRM, Salesforce Sales Cloud.• Deliver smarter, faster & more personalized customer service anytime and anywhere with Salesforce

Service Cloud.• Reimagine customer, partner, and employee engagement with Salesforce Communities. • Listen, engage, advertise, and measure social media marketing with the Salesforce Marketing Cloud.• Gain instant insights and transform the way your company collects, analyzes and distributes data with

Salesforce Analytics Cloud.• Build social and mobile cloud apps on the Salesforce Platform and extend success with the world’s

leading enterprise app marketplace, the AppExchange.

Vocalcom provides world-class Contact Center Software Solutions. We are proud of our worldwide client base in over 50 countries. Vocalcom’s solutions include; ACD, IVR, Predictive Dialing, CTI, Scripting, social media routing, and mobile communications under a fully web enabled architecture.

Our clients come from multiple vertical markets and functional areas, illustrating the flexibility and adaptability of our cloud (SaaS), premise, and hybrid delivery models. Vocalcom’s delivery options enable us to meet the requirements of a diverse customer base with our solutions.

Vocalcom’s is a web-based application, providing all contact center functions from within a standard web browser. Thin client applications are essential to companies and deliver rapid deployment time with a reduction in the necessary resources needed to develop their applications. Vocalcom’s multiple delivery options enable you to install on a server and have it hosted at the location of your choice. With access from a standard Internet browser, there is no requirement to install a local application on each of the workstations. There is no software installation on individual workstations. If you are looking for a next generation contact center solution for your centralized, distributed, or home agents as a replacement of multiple complex legacy third party applications, Vocalcom will be perfectly suited to answer your contact center needs.

pARTnERS

Supporter partner

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. 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 numer-ous 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 solu-tions focus on making it easy to do business with your company — reducing customer effort, increasing satisfaction, 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.

Senior Supporter partner

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, delivering software to help organizations of every size transition from premise-based software to the cloud. With its extensive expertise, technology, and ecosystem of partners, Five9 delivers secure, reliable, scalable cloud contact center software to help businesses create exceptional customer experiences, increase agent productivity and deliver tangible results. For more information visit www.five9.com.

UpComing EvEnTS

march 3, 20152015 Chief Marketing Officer Leadership Forum: Spring Event (Chicago)Chicago, iL

Perspectives by:• Chris Brogan, SVP, Strategy & Analysis, Hyatt Hotels Corporation• Tom Lombardo, COO, Digital and Mobility, Jones Lang LaSalle• Scott Moore, Senior Vice President, US Marketing, Best Buy• Mark Johnson, Vice President, Marketing, Navistar International• George Parr, SVP & Chief Marketing Officer, SIRVA• Russ Bley, VP, Sales, NewsCred• Raju Malhotra, SVP, Product Management, Conversant• Ash ElDifrawi, Executive Vice President and Chief Commercial Officer, Gogo Inc• Joel Book, Principal, Marketing Research & Education, Salesforce• Eileen Rivera, Vice President, Global Marketing and Communications, Harris Corporation• Bruce Stewart, SVP & Chief Marketing Officer, Constellation Energy Group• Joe Staples, Chief Marketing Officer, Workfront• Darren Rodgers, SVP & Chief Marketing Officer, Health Care Service Corporation• Andy Chu, Divisional Vice President, Mobile & Community Experiences, Sears Holdings• Marco Villone, Vice President Marketing - North America, Ingredion• Kevin Taylor, Vice President, Marketing, Cardinal Health• Glenn Burke, Vice President, Marketing & Business Development, Avis Budget Group

march 3, 20152015 Chief Marketing Officer Leadership Lunch (Chicago)Chicago, iL

Perspectives by:• Dave Moran, General Manager, Marin Software

march 4, 20152015 Chief Financial Officer Leadership Forum (San Francisco)San Francisco, CA

Perspectives by:• Joseph Householder, Chief Financial Officer, Executive Vice President, Sempra Energy• Joseph Wilkinson, Chief Financial Officer, Vice President of Operations, Deputy General Manager in

Charge of Europe & North America, Taiyo Yuden (U.S.A.)• Michael Karim, Chief Financial Officer, GE Software• Kenneth Goldman, Chief Financial Officer, Yahoo• Michael Osburn, CFO, North America, Regus• John Shrewsberry, Chief Financial Officer, Senior Executive Vice President, Wells Fargo• Ron Chu, Vice President, Chief Accounting Officer, Toyota• Rahul Mathur, Vice President, Financial Planning & Analysis, Spansion• Mark Verbeck, CFO, Coupa Software• Dave Kellogg, CEO, Host Analytics• Jeff Henley, Vice Chairman, Oracle• Jim Alexander, VP of Customer Success, Aria Systems• Scott Broomfield, Chief Marketing Officer, Xactly Corp• Manan Rawal, SVP - CCAR & Stress Testing, Head of Scenarios & Modeling, HSBC• Sumeet Kapoor, Senior Vice President,HR Strategy,Systems,and Analytics, Huntington Bank• Kevin Barry, Executive Vice President, Stock Plan Services, Fidelity Investments• Ritch Wood, Chief Financial Officer, Nu Skin Enterprises

UpComing EvEnTS

march 4, 20152015 Chief Financial Officer Leadership Lunch (San Francisco)San Francisco, CA

Perspectives by:• Rik Thorbecke, CFO, Taulia

march 5, 20152015 Human Capital Leadership Forum: Spring Event (San Francisco)San Francisco, CA

Perspectives by:• Sonia Vora, Head of Talent, Human Resources, Cetera Financial Group• Mike Bollinger, VP, HCM Transformation, Oracle• Mindy Geisser, Chief People Officer, Colliers• Sharon Jordan, VP, Human Resources, Xactly Corp• Joe Wegener, Vice President Human Resources, Core-Mark Holding Company• Mary Beth Wilding, VP of Sales, West, Visier• Kevin Walker, Director of Employer Insights, Indeed• Dan Henkle, SVP Global Human Resources, The Gap• Aimee Hoyt, Executive Vice President, Human Resources, International Game Technology• Wade Thomas, SVP, Human Resources, Meritage Homes Corporation• Laura Butler, Vice President of Talent Management and Chief Diversity Officer, Pacific Gas and Electric

Company• Sumeet Kapoor, Senior Vice President,HR Strategy,Systems,and Analytics, Huntington Bank• Jing Liao, Senior Vice President, Human Resources, TriNet• Paul Pastrone, VP, PPS Learning & Organization Development, HP• Carl Luckenbill, Chief Learning Officer, San Francisco Public Utilities Commission• Peter Walmsley, Vice President of Human Resources - COO Worldwide, Electronic Arts• Wendy Miller, VP, Global Talent Development, Yahoo

march 11, 20152015 Chief Information Officer Leadership Forum (Dallas)Dallas, TX

Perspectives by:• Mike Carper, Chief Information Officer, Radio Shack Corp.• Duaine Styles, VP, Security, General Motors Corporation• Mike Anderson, Chief Information Officer and Senior Vice President, Crossmark• Andy Ulrich, VP, CISO and Loss Prevention, MoneyGram• Anjana Harve, CIO Americas, Novartis• Brian Engle, Chief Information Security Officer, State of Texas• Edward Marx, Chief Information Officer and Senior Vice President, Texas Health Resources• Ron Guerrier, Vice President & Chief Information Officer, Toyota Motor Sales• Amitabh Sinha, CEO, Workspot• Julie Lockner, Vice President, Product Marketing, Informatica• Ravi Waran, CIO and VP Global Business Services, Albemarle Corporation

UpComing EvEnTS

march 25, 20152015 Customer Care Leadership Forum (Toronto)Toronto, on

Perspectives by:• Jeremy Melhuish, Head of Market Strategy, Export Development Canada• Amas Tenumah, Vice President, Customer Care, COX Communications• Laurie Stoneburgh, Vice President Sales and Customer Service, Canpar• Cheryn Thoun, Head of Customer Communications, Toronto Transit Commission• Amy Davies, Head of Consumer and Market Insights, Wm. Wrigley Jr. Company• Arthur Borkwood, Head of Customer Development, Toronto Transit Commission• David Bradshaw, Vice President, Client Business Support, ING DIRECT Canada• Cesar Rainusso, Vice President and Head of North American Digital Channels, BMO Financial Group• Chris Hilborn, Vice President - Shared Services, Medisys Health Group• Teresa Sloboth, Director of Marketing, Lithium• Alison Chick, VP Loyalty and Customer Intelligence, Indigo Books and Music

march 26, 20152015 Chief Information Officer Leadership Forum (Boston)Boston, mA

Perspectives by:• Stan Kreydin, Chief Technology Officer, Wyndham Exchange & Rentals• Amitabh Sinha, CEO, Workspot• Steve Olive, Senior Vice President and Global Chief Information Officer, Philips Electronics• Larry Wilson, Information Security Officer, University of Massachusetts Boston• Michael Daly, Chief Technology Officer, Cybersecurity & Special Missions, Raytheon• Jay Wessland, Vice President of Technology, Boston Celtics• Tim Rogers, Chief Security Architect, United Technologies• Shahidul Mannan, Vice President, Technology Services, Altisource• Tony Skipper, SVP, Americas IT Chief Information Officer, AIG• Jeffrey Cohen, Chief Information Officer, The MENTOR Network

April 8, 20152015 Chief Marketing Officer Spotlight Forum: Retail and Consumer Goods & Services (New York)new York, nY

Perspectives by:• Susan Kellogg, President of Contemporary Brands Coalition, V.F. Corporation• Barbara Shipley, Senior Vice President, Brand Integration, AARP• Susan Hammes, Vice President, Digital Brand & Social Media Development, American Express• John Costello, Chief Global Customer & Marketing Officer, Dunkin’ Brands• Ryan Urban, CEO, Bounce Exchange• Michele Rast, Senior Vice President, Marketing, Aerosoles• Keith Colbourn, SVP Loyalty & Analytics, Safeway• Julie Lyle, Chief Marketing Officer, hhgregg• Victor Lee, Vice President Digital Marketing, Hasbro• Brock Weatherup, Chief Digital Officer & Senior Vice President, PetSmart• Michael Klein, Director, Industry Strategy - Retail, Adobe• Kiran Smith, Vice President, Marketing, The Stride Rite Corporation• Al Dejewski, Senior Vice President, Marketing, Altadis U.S.A.• Clay Cowan, Chief Marketing Officer, Gilt Groupe

UpComing EvEnTS

April 9, 20152015 Customer Care Leadership Forum: Spring Event (new York)new York, nY

Perspectives by:• Scott Landry, VP of Global Customer Support, Akamai• Tapan Dandnaik, Senior VP of Customer Service and Financial Operations, Mediacom Communications

Corporation• Mike Pierson, Vice President of Sales Strategy & Customer Development, Campbell Soup Company• Brian Gillespie, Vice President Forecasting and Financial Excellence, Comcast Corporation• Trent Miller, Director, Consulting for Customer Experience Management, Performance Technology Partners• Clif Critchlow, SVP Marketing & Business Development, Arise Virtual Solutions• Rosetta Lue, Chief Customer Service Officer & 311 Contact Center Operations Director, City of

Philadelphia• Diana Robino, Senior Vice President, Global New Product Development, MasterCard• Bill Solomon, Vice President, Customer Care, Vonage Holdings Corporation

April 15, 20152015 Chief Information Security Officer (CISO) Leadership Forum (New York)new York, nY

Perspectives by:• Jay Leek, SVP & Chief Information Security Officer, The Blackstone Group• David Hahn, Chief Information Security Officer, Hearst Corporation• John Whiting, Director, Information Security Business Information Security Officer Corporate O&S and HR,

AIG• Tim Howard, IT Security Lead, National Oceanic and Atmospheric Administration• Steven Santamorena, Chief Information Security Officer, Reader’s Digest Association• Dennis Brixius, VP & CSO, McGraw Hill Companies• Jeff Brown, Head of IT Security/Risk/Compliance, AIG• Vijay Viswanathan, CISO, HD Supply

April 16, 20152015 Leadership in Human Capital Think Tank (Houston)Houston, TX

Perspectives by:• Margery Harris, Senior Vice President - Human Resources, Apache Corp.• Sally Vardy, Executive Vice President, Human Resources, Transfield Services• Sandi Knight, Senior Vice President, Human Resources, HealthMarkets

UpComing EvEnTS

April 21, 20152015 Chief Legal Officer Leadership Forum (San Francisco)San Francisco, CA

Perspectives by:• Simon Leung, Senior Vice President, General Counsel and Corporate Secretary, Synnex Corporation• David Durant, Secretary & General Counsel, Blackhawk Network• Sheila Mackay, Vice President, E-Discovery Consulting, Xerox• Laurel Kreuger, Vice President & General Counsel, Signet Jewelers• Katie Lever, General Counsel, Bally Technologies• Sharon Zezima, General Counsel, GoPro Inc• Timothy Donovan, EVP, General Counsel and Chief Regulatory & Compliance Officer, Caesars

Entertainment Corporation• Karole Morgan-Prager, VP, Corporate Development, General Counsel & Corporate Secretary, The McClatchy

Company• Chris Kaitson, Vice President of Law & Deputy General Counsel, Enbridge• Jeffrey Brannen, Senior Vice President, Chief Legal Officer, Central Region, Balfour Beatty Construction• Sharon Tomkins, Vice President and General Counsel, Southern California Gas• Sayed Darwish, Chief Legal Officer, Executive Vice President, Corporate Development, Secretary, Polycom

April 23, 20152015 Customer Care Leadership Forum (San Jose)San Jose, CA

Perspectives by:• Michael Cox, Vice President, Human Resources and Talent Acquisition, Wal-Mart Stores• Patrick Duffy, Chief Experience Officer, Diamond Resorts International• Andrew Diggdon, VP, Customer Experience - Digital Channels, BNP Paribas• Michele Watson, VP Customer Care, Wal-Mart Stores• My Nguyen, Vice President, Customer Loyalty & Quality, SunEdison• Lynn Olson, VP of Sales & Marketing, Performance Technology Partners

April 23, 20152015 The modern HR Environment: Spring (virtual Event)virtual

Perspectives by:• Mike Bollinger, VP, HCM Transformation, Oracle

April 30, 20152015 Argyle Executive Leadership Forum: Spotlight on the Future of Supply Chain Talentnew York, nY

Perspectives by:• Viju Menon, Senior Vice President, Supply Chain Services, Verizon• James Hardy, Chief Supply Chain Officer, Under Armour• Mike Shove, Vice President, Global Supply Chain Management, CSC Global• Rodolfo Santamaria, Vice President Supply Chain Operations, Trade Compliance & Procurement, ADT• Ben Dollar, Principal, Deloitte• Dave Fergus, SVP Supply Chain, Aurora Health Care• Kelly Marchese, Partner, Deloitte

UpComing EvEnTS

may 6, 20152015 Human Capital Leadership Forum (Chicago)Chicago, iL

Perspectives by:• Sid Chapon, SVP/Director: Operations, People & Culture, Leo Burnett• Donna Dorsey, Vice President, Human Resources, Navistar International• Scott Drach, VP, Human Resources, Boeing• Diane Frisch, Senior Vice President, Human Resources, Ingredion• Barbara Halverson, Global SVP, Human Resources, Combined Insurance• Nyla Benson, Vice President, Human Resources, Ascena Retail Group• Jackie Gordon, SVP, Human Resources & Organizational Development, Chief Human Resources Officer,

YMCA of the USA• Michael Roane, SVP Chief HR Officer, J.E. Dunn Construction Group• Pamela Puryear, Vice President, Organization Development and Chief Talent Officer, Hospira• Julie Loosbrock, Senior Vice President of Human Resources, Deluxe

may 7, 20152015 Customer Care Leadership Forum (Chicago)Chicago, iLPerspectives by:• Lynn Holmgren, Head of Global Customer Operations, Millicom International Cellular• Jim Becker, Executive Vice President, Benefit Operations, Unitedhealth Group• Frederick Parkinson, Senior Project Manager, Performance Technology Partners• Lance Gruner, Executive Vice President, Global Customer Care, MasterCard• Lorraine Avery, Senior Vice President and Director of Customer Service, Associated Banc-Corp• David Bradshaw, Vice President, Client Business Support, ING DIRECT Canada

may 19, 20152015 Chief Information Security Officer (CISO) Leadership Forum (San Francisco)San Francisco, CA

Perspectives by:• Walter Curd, Vice President and Chief Information Officer, Maxim Integrated Products• Vincent Campitelli, VP - Information Security & Risk Management, McKesson• Bashar Abouseido, Vice President, Information Security Risk Management (CISO), Charles Schwab

may 21, 20152015 Leadership in E-Commerce (Dallas)Dallas, TX

Perspectives by:• Shafiq Khan, Senior Vice President, eCommerce, Marriott• Cory Jones, VP, Marketing, Frontier Communications• Becky Ploeger, Vice President, Digital Commerce Customer Care, Kohl’s Corporation

UpComing EvEnTS

may 28, 20152015 Chief Marketing Officer Leadership Forum (Atlanta)Atlanta, gA

Perspectives by:• Chris Brogan, SVP, Strategy & Analysis, Hyatt Hotels Corporation• Jeff Gregor, EVP & Chief Marketing Officer - TNT & TBS, and General Manager, TCM, Turner Broadcasting

System• Rob Lynch, Brand President & Chief Marketing Officer, Arby’s Restaurant Group• Steve Robinson, Chief Marketing Officer and Senior Vice President, Chick-Fil-A• Tim Rea, EVP, Chief Marketing Officer, Office Depot• Karen Jones, Chief Marketing Officer, Ryder System• Kurt Kostur, Senior Vice President Global Marketing and Advertising, Ashley Furniture Industries• Betty Noonan, Chief Marketing Officer, Cree• Eileen Rivera, Vice President, Global Marketing and Communications, Harris Corporation• Michelle Spohnholz, Vice President, Marketing, CSM Bakery Products• Duane Morrow, Executive Vice President & Chief Marketing Officer, Primerica

June 2, 20152015 Chief Financial Officer Leadership Forum (Atlanta)Atlanta, gA

Perspectives by:• David Cox, Senior Vice President, Chief Financial Officer, & Chief Operating Officer, Economist Group• Kevin Wilson, Chief Financial Officer, New Era Cap• June Howard, Senior Vice President, Chief Accounting Officer, Aflac• Doug Herron, Executive Vice President and Chief Financial Officer, Safelite AutoGlass• William Lowe, Executive Vice President and Chief Financial Officer, KEMET Corp.• Gary Crowe, Senior Vice President & Chief Financial Officer, Ricoh

June 10, 20152015 Chief Marketing Officer Leadership Forum: Spring Event (San Francisco)San Francisco, CA

Perspectives by:• Kirstin Falk, Managing Director, Marketing Innovation, Charles Schwab• Keith Colbourn, SVP Loyalty & Analytics, Safeway• Julian Aldridge, VP, Brand Evangelism and Activation, Charles Schwab• Jeff Stalcup, VP Corporate Marketing, McKesson

June 11, 20152015 Chief Marketing Officer Leadership Forum: Spotlight on Financial Services (New York)new York, nY

Perspectives by:• Arturo Perez, EVP, Chief Marketing Officer, Citizens Financial Group• Donna MacFarland, Chief Marketing Officer, Retirement Plan Services, Lincoln National• Dmitri Sedov, Global Head of Digital Marketing, S&P Capital IQ• Peter Horst, Senior Vice President, Brand Marketing, Capital One Financial

UpComing EvEnTS

June 16, 20152015 Chief Legal Officer Leadership Forum (Washington)Washington, DC

Perspectives by:• Peter Wexler, SVP & General Counsel, Schneider Electric• Verona Dorch, Vice President, General Counsel, Corporate Secretary, Harsco Corporation• Jennifer Wuamett, Senior Vice President, Secretary and General Counsel, Freescale

Semiconductor• John Kahle, Executive Vice President, General Counsel, Secretary, Kimball International

June 17, 20152015 Chief Information Officer Leadership Forum (Chicago)Chicago, iL

Perspectives by:• Edward Marchewka, Head of Information Security, Chicago Public Schools• Fred Kwong, Head of Privilege Access Control, Farmers Insurance Group of Companies

September 10, 20152015 Chief Marketing Officer Leadership Forum (Toronto)Toronto, on

Perspectives by:• Jennifer Steckel Elliott, SVP & Chief Marketing Officer, Danier Leather Inc.

october 8, 20152015 Customer Care Leadership Forum (Denver)Denver, Co

Perspectives by:• Heather Magaha, SVP National Client Service, Wells Fargo

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