2016 Customer Care Leadership Forum (Atlanta)

Tuesday, March 8, 2016

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agenda

2016 customer care Leadership Forum (atlanta)

Tuesday, March 8, 20168:00am – 4:55pm

8:00am – 9:00am

Breakfast

9:00am – 9:05am

Argyle Executive Forum Opening Remarks

9:05am – 9:10am

Session Introduction

Trey GaskinsSenior National Account ManagerNoble Systems

9:10am – 9:50am

Keynote Presentation: “We love Innovation! But how do we innovate?”

Every company wants to innovate around customer expectation. Create new products, solutions and services that differentiates the company from their competitor. But is every firm ready to be innovative? What does it take to create as the foundation, where the firm can generate innovative solutions to transform customer experience? Hear from our keynote speaker Ashish, how he has gone about creating an innovation environment driven by customer expectation.

Ashish BisariaFormer SVP, Customer Experience Manheim

agenda

9:55am – 10:45am

Panel Discussion: “The Next Generation of Customer Care”

Session topics include, but are not limited to:• How has your role evolved over the past few years? How has your role become more strategic and

central to the direction and growth of the company?• What are some of the key technology trends Customer Care executives are exploring? How are

you leveraging technology to deliver a unified customer experience?• How are you working with different functions to make the call center a contributor to corporate

success to drive customer loyalty?• What are the new and emerging channels that are presenting with you the greatest opportunities to

engage and delight your customers?• How has social media and new communication devices changed the way consumers behave?

• How do you successfully identify what is most important to the customer and leverage this data tocreate actionable insights?

• How are you utilizing technology to improve operational efficiencies in the call center to deliver anenhanced customer experience?

• Where does the call center fit in with your organization’s omnichannel strategy?• Futuristic predictions about the virtual workforce and secrets for attracting the best talent to drive

business growth

Moderator:Joachim RogersDirector Customer CareCoca-Cola Bottling CO. Consolidated

Panelists: Tim AlbrightSenior Director, Customer SuccessJive Software

David BisciottiVice President, Customer Service Varian Medical Systems

Jacques GroleauDirector National Customer Service Verizon Wireless

Mike ParkerVice President Marketing and Customer ServiceSaia

Lark WillVice President, Call Center Operations Ebay

agenda

10:45am – 11:20am

Coffee Break

11:20am – 12:10pm

Panel Discussion: “Building a Customer-Centric Culture”

Session topics include, but are not limited to:• Transforming business culture and creating a customer centric enterprise• Evaluating what is most important to the customer and building the business strategy accordingly• How are customer care executives measuring customer experience?

• What are the top challenges encountered? What are some best practices?• How can companies strengthen their everyday customer experience model to ensure that a crisis

doesn’t disturb the business• The importance of aligning organizational culture to the customer• How to engage with employees and incentivize them to deliver great customer experiences• Best practices with regards to customer acquisition, retention and profitability

Moderator:Christine PfefferleVice President, Order Management and SystemsOffice Depot

Panelists:Brian CohnVice President, National Account Services ADP

Jim HightowerVice President Customer Care, North AmericaElavon Inc./ U.S. Bank

Ron TaylorVice President, Customer Support and Service Sage

12:10pm – 1:10pm

Lunch

agenda

1:10pm – 1:55pm

Fireside Chat

Keith FarleyDirector, Innovation and Customer ExperienceAflac

Interviewed by:Ron TaylorVice President, Customer Support and Service Sage

1:55pm – 2:15pm

Coffee Break

2:15pm – 3:00pm

Keynote Presentation: “A Survey of Customer Care/CX Teaching and Scholarly Research"

Doug BowmanProfessor of Marketing, Sr. Associate Dean, Co-Dir. Marketing Analytics Center Goizueta Business School Emory University

3:05pm – 3:50pm

Keynote Session

Ashok VantipalliVP, Systems Development & ManagementAmerican Cancer Society

Join Douglas Bowman, Professor of Marketing, Senior Associate Dean, and Co-Director of the Emory Marketing Analytics Center at Emory University’s Goizueta Business School for a survey of contemporary marketing curricula and scholarly research related to customer care and customer experience. What concepts, tools, and frameworks are students (future graduates) being taught? What questions are scholarly researchers in marketing investigating that have the potential to inform next practices in customer care and customer experience strategies and tactics?

agenda

3:55pm – 4:55pm

Closing Reception

__________________________________________________________________________________

* Please note, the agenda is subject to change.

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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.

3:50pm – 3:55pm

Argyle Executive Forum Closing Remarks

parTners

session introduction partner

LivePerson creates meaningful connections between brands and consumers, by delivering customer engagement solutions that help brands better understand and connect to consumers. By providing them with a rich, personalized, digital experience, whether it’s via chat, voice, video, or messages, LivePerson helps brands enhance the consumer’s digital journey, increasing brand trust and value.

Breakout session partner

parTners

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, 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.

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.

Panel partner

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