2015 Customer Care Leadership Forum (Chicago) · 10.12.2015  · 2015 Customer Care Leadership...

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2015 Customer Care Leadership Forum (Chicago) THURSDAY, MAY 7, 2015

Transcript of 2015 Customer Care Leadership Forum (Chicago) · 10.12.2015  · 2015 Customer Care Leadership...

2015 Customer Care Leadership Forum (Chicago)

Thursday, May 7, 2015

agenda

2015 Customer Care Leadership Forum (Chicago)

Thursday, May 7, 20157:45am – 5:35pm

7:45am – 8:45am

Breakfast

8:45am – 8:50am

Argyle Executive Forum Opening Remarks

8:50am – 8:55am

Introducing Jim Becker:

Laura RittmullerEnterprise Accounts ExecutiveNoble Systems

8:55am – 9:30am

“Information Enabled Advocacy”

The Health Care industry is experiencing unprecedented change, consumers’ needs are intensifying. Service models need to move beyond the traditional transactional construct. There is a sense of urgency to connect with consumers in a different more meaningful way. By leveraging data and analytics we are redefining the conversation, our relationship and ultimately building trust.

Jim BeckerExecutive Vice President, Benefit OperationsUnitedHealthcare

9:35am – 9:55am

Thought Leadership Spotlight Presented by Medallia

Medallia

9:55am – 10:25am

Coffee Break

Justin IannuzziDirector of Sales and Customer Success

agenda

10:25am – 10:45am

Thought Leadership Spotlight Presented by Aspect

“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 and elevating the role of your agents to subject matter experts when your customers need them.

Tobias GoebelDirector, Emerging TechnologiesAspect

agenda

10:50am – 11:40am

Panel Discussion

“Cutting Through the Noise: Managing Real-time Customer Care”

Session topics include, but are not limited to:

• Examining customer interaction across all channels, not just within the traditional four walls of the contact center

• Communication devices, social networks and online communities changing the way consumers behave

• What is the contact center’s role in this new environment?• Real-time communication and access to information as essential elements to delivering a

differentiating customer experience• Best practices for companies who wish to deliver a successful cross channel self-service customer

experience• Successfully making your call center a pivotal contributor to corporate success and strengthening

customer loyalty• Understanding customer interaction across all channels

Moderator:Annmarie JenkinsVice President, Member Services

Panelists:Steve AdamsonDivision Vice President Member ServicesSears Holdings

Julie DangRegional Vice PresidentFive9

Matt KieslingVP, Inside Sales & Customer ServiceACCO Brands

Catamaran Corporation

agenda

11:45am – 12:05pm

Fireside Chat

“Strategic Workforce Optimization - A Roadmap for the Future”

To deliver on ongoing operational pressures and rising customer experience, frontline workforces must evolve from reactive to real-time management. In this interactive session, you will hear how IBM transformed its frontline workforce to drive significant customer experience, productivity and agent engagement benefits.

Perspectives by:Jody MorenoFormer IBM Contact Center ExecutiveIBM

John WolfChief Marketing OfficerIntradiem

12:05pm – 12:20pm

Coffee Break

agenda

12:20pm – 1:10pm

Panel Discussion

“Building an Effective Customer Strategy to Drive Value”

Session Topics include, but are not limited to:

• How are the Customer Care and Marketing functions collaborating in your organization?• How are you coordinating and sharing important data across the organization?

• How are you integrating marketing messaging and strategies throughout all channels to interact with your customers and deliver a unified customer experience?

• What are some best practices for developing mobile marketing strategies and deploying?• How has your organization addressed the shift in consumer behavior away from traditional devices

towards mobile devices?• How has technology changed the way organizations interact with customers?

Moderator:Steve VairHead of Contact Center OperationsGogo Inc

Panelists:Gina CarriereSenior Manager, MarketingNuance Communications

James MylettSenior Vice President - ServiceComfort Systems USA

Frederick ParkinsonSenior Business ConsultantPerformance Technology Partners

Nichole ThusiusVice President, Business & Commercial Customer ExperienceBMO Harris Bank

Abigail TrembleExecutive Vice President, National OperationsRandstad

1:10pm – 2:10pm

Lunch

• How are new technologies changing your role?

agenda

2:10pm – 3:00pm

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 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:David BradshawVice President, Client Business SupportTangerine Bank

Tony ColonVice President, Service Cloud PracticeSalesforce.com

Ken MillerVice President, OperationsJB Hunt Transport Services Inc.

Bruce PollockVice President of Strategic Growth and PlanningWest Interactive Services

3:00pm – 3:15pm

Coffee Break

agenda

3:15pm – 3:50pm

“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

3:55pm – 4:30pm

“A Journey of Customer-Centric Transformation At The Core”

There are many success stories of transformation in function, operation, business and system. We read about their groundbreaking, often heroic and high profile changes that range from strategy to execution, technology and process. At Bostik, we chose to focus on the most fundamental driver of sustainable changes – our people’s attitude toward their roles in improving quality and caring for customers. Instead of relegating customer care to our front line associates in Customer Service, Sales and Technical Service, all employees in the company are expected to maintain a line of sight to the impact on customers by whatever that they do. Management has engaged employees in the last three years to create a number of principles, tools, and organization processes that are changing the way people think, innovate and collaborate. This presentation shows how customer care forms the core of these changes and how they translate to the bottom line.

Louis CheungHead of Quality and Supply Chain ManagementBostik

4:30pm – 4:35pm

Argyle Executive Forum Closing Remarks

agenda

4:35pm – 5:35pm

Closing Reception

__________________________________________________________________________________

*Please note, the agenda is subject to change.

The information, views, and opinions expressed by speakers and other participants at our conferences are those of the individual and do not necessarily reflect the views and opinions of Argyle Executive Forum.

Argyle Executive Forum, its directors and officers, do not guarantee that any information provided by a speaker or other participant is accurate or complete and Argyle Executive Forum does not endorse any opinions that may be presented.

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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

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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.

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speaking FaCuLTy

Introducing Jim Becker:

Laura rittmullerenterprise accounts executivenoble systems

Laura Rittmuller brings more than 20 years of experience in the technology industry. Laura’s breadth of industry experience in sales, marketing, and strategic development uniquely qualify her to help contact center and sales organizations turn their vital software technologies into a competitive advantage. Laura holds a Bachelors Degree from Indiana University.

“Information Enabled Advocacy”

Jim BeckerExecutive Vice President, Benefit Operationsunitedhealthcare

Jim Becker serves as Executive Vice President of Operations for UnitedHealthcare, and has led Claim & Provider Services since December, 2011.

Jim has served in a variety of roles at UnitedHealthcare, including Senior Vice President for Claim Operations, Senior Vice President of Broker & Employer Operations and Chief Operating Officer for UnitedHealthcare’s rapidly growing Individual line of business. UnitedHealthcare has the most comprehensive line of product offerings in the health insurance market and serves the entire commercial market landscape for large, small and medium-sized employers, as well as students and individuals who buy their own insurance.

Prior to joining UnitedHealthcare in 2005, Jim served in executive positions at BellSouth Corporation for more than a decade, leading a number of key operations and building business transformation capabilities. Jim began his career at IBM in sales, and later joined The Boston Consulting Group, where he advised companies in diverse industries on performance and strategic direction.

Jim earned a Masters of Business Administration (MBA) from The Wharton School at the University of Pennsylvania in 1991, with a dual major in Finance and Multinational Management. He also holds a Bachelor’s degree in Business Administration from the University of Michigan.

speaking FaCuLTy

Thought Leadership spotlight presented by Medallia

Medallia

Thought Leadership spotlight presented by aspect

Tobias goebeldirector, emerging Technologiesaspect

Tobias brings over 10 years of experience to the contact center industry with roles spanning engineering, consulting, sales engineering, program and product management. As part of Aspect’s product management and marketing team today, he works on defining the future of the mobile customer experience, which will incorporate channels such as mobile apps, text, voice, chat, social. He is a frequent speaker and blogger on topics around customer service and the general SoLoMoClo (Social, Local, Mobile, Cloud) trend. Tobias holds degrees in Computational Linguistics, Phonetics, and Computer Science from the universities of Bonn, Germany and Edinburgh, UK.

Justin IannuzziDirector of Sales and Customer Success

speaking FaCuLTy

Thought Leadership spotlight presented by intradiem

“Strategic Workforce Optimization - A Roadmap for the Future”

John WolfChief Marketing Officerintradiem

John is Intradiem’s chief marketing officer. Before joining Intradiem to lead marketing and product management, John was assistant vice president of product management at Equifax Personal Solutions, where he was responsible for managing a $53 million online product line. Prior to Equifax, John founded MyoMarkets, where he created an online marketing and e-commerce solution that developed integrated marketing plans across online marketplaces and retail channels. John graduated from Georgia Institute of Technology with a Bachelor of Science in industrial engineering and holds a master’s degree from Emory University.

“Big Data and Customer Experience”

amas Tenumahvice president, Customer CareCoX Communications

Amas is a customer experience fanatic, and a self-described “contact center geek” specializing in contact center operations, & customer experience strategy for a “twitter-first” century. He has spent the last decade managing customer experience programs for companies like Teleflora, Coca-Cola, Convergys Corporation and currently in his role as Vice President of Care for Cox Communications. Amas brings a unique perspective to the world of customer experience that he shares regularly at industry events and publications. He is also a proud dad, an avid Yankee fan who enjoys playing competitive soccer when home in Oklahoma City.

speaking FaCuLTy

“A Journey of Customer-Centric Transformation At The Core”

Louis Cheunghead of Quality and supply Chain ManagementBostik inc.

Louis Cheung heads up the Supply Chain Organization of Bostik Inc., a division of the French-based chemical company called Arkema. Bostik Inc. is one of the top 3 global adhesive companies headquartered in Wisconsin. Louis has more than 28 years of global experience in Manufacturing, Supply Chain, and Engineering across multiple industries. In addition to his three master degrees in Chemical Engineering, Biomedical Engineering and Electrical Engineering, Louis has an MBA from Purdue University and is a graduate of the Advanced Management Program at the University of Chicago. He is also a certified Lean Six Sigma Black Belt, CPIM from APICS, and CPSM from ISM. On the personal front, Louis currently lives in the “sunny” Wisconsin. He came to the USA 29 hours after he turned 18 years old, went to school, got married, got a job, and here he is enjoying his empty nest with his wife Cathy. None of their four children are married yet because they are having too much fun with their careers in high tech and medicine. Louis’ next three milestones in life are to become a grandfather, retire, and then teach in a university.

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Copyright © 2013 Five9, Inc. www.five9.com

focused on delivering multi-channel customer

experience solutions to the Enterprise and Government marketplace. Our

seasoned professionals help companies design, implement, and manage

solutions that balance cost with an exceptional customer experience. Whether

you are looking to build a multi-channel business strategy with solutions such

as analytics, social media and mobile, or migrate from legacy IVR platform to

standards-based speech/IVR solution, PTP can help. Contact us today to learn

how partnering with PTP can accelerate your customer experience.

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PTP is a global contact center system integration firm

[email protected][email protected] • www.performtechnology.com

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panel discussion

“Cutting Through the Noise: Managing Real-time Customer Care”

Moderator:annmarie Jenkinsvice president, Member servicesCatamaran

Panelists:steve adamsondivision vice president Member servicessears holdings

Innovative executive with increasing responsibility in high growth, heavily regulated industries. Operations and Marketing success in Property and Casualty Insurance, Direct to Consumer Internet and Electronic Retail, Prescription Benefit Management Insurance, Health Plan Leadership and Electronic Security experience. P&L responsibility for high growth, profitable companies.

Specialties: Call Center and Customer Service Management, Workforce management, mergers and acquisitions, new client implementations, divestitures, accounts receivables, collections, medical and prescription claims processing, Provider relations, fulfillment, E-Commerce, employee engagement, team building and telephony. Adult children Chelsea and Spencer, married to wife Sarah and one beautiful grandson Colin.

Julie dangregional vice presidentFive9

•In the space for 18+ years•Started career at Arthur Andersen (if anyone remembers who they were…)•CRM, CTI and Telephony, Software, Hardware, Consulting & Cloud Expertise•Contact Center Specialist – Verizon Business•Direct Sales (Avaya, Cisco, Genesys & Cloud Platforms)•Regional Vice President at Five9 (Central Team)•World Traveler & Scuba Enthusiast

paneLs

Matt kieslingvp, inside sales & Customer serviceaCCo Brands

Matt Kiesling is Vice President, Inside Sales & Customer Care, for ACCO Brands’ U.S. Business operations. He is based at company headquarters in Lake Zurich, Illinois, which is near Chicago. Matt joined the company in October 2013. He previously was with Expert Global Solutions.

Matt has nearly 20 years’ experience working and consulting with Fortune 1000 companies looking to improve sales and customer service metrics. Over the past two decades, Matt has partnered with clients in the Communications, Healthcare, Logistics, Entertainment, and Publications industries to reduce churn and expand total lifetime customer value. In addition to his efforts in working with some of the world’s leading brands, he has worked to develop professionals in the areas of Operations, Sales, Account Management, and Support Departments here in the United States and several countries across the world.

Matt is currently leading the realignment of ACCO Brands’ Customer Care and Inside Sales groups to create one unified team to better support the company’s U.S. Business and improve its effectiveness. Matt oversees the nearly 300 team members and leadership across ACCO’s Customer Care and Inside Sales Centers of Excellence.

Matt studied Education at the University of Wisconsin-La Crosse, and has his MBA from the Henry B. Tippie College of Business at the University of Iowa. He is married and has two young daughters.

paneLs

panel discussion

“Building an Effective Customer Strategy to Drive Value”

Moderator:steve vairhead of Contact Center operationsgogo inc

Steve has been a leader in the Contact Center industry for over 15 years. During that time he’s successfully led:• Operations for 600 seat Business Process Outsourcer• Client strategy and sales support• Corporate training and quality• CRM tools and contact center technology

In Steve’s current role as Director of Gogo Customer Care he leads operations of Gogo’s Colorado contact center supporting customers using Gogo’s groundbreaking airborne connectivity solutions.

Steve has a degree in mathematics from Colorado State University and still resides in Colorado with his two daughters. When not at work he enjoys hunting, fishing and Golf.

Panelists:gina Carrieresenior Manager, Marketingnuance Communications

James Mylettsenior vice president - serviceComfort systems usa

James Mylett joined Comfort Systems USA as Senior Vice President of Service in October of 2013. Prior to joining Comfort Systems USA, James served as Vice President and General Manager – North America Service for Johnson Controls. At JCI, James drove service strategy and execution as well as specific initiatives for safety, customer loyalty, employee engagement, continuous improvement, and sales productivity. Prior to joining JCI, James led the start-up and development of the national accounts service business at Carrier Corporation. James started his career in Houston as a refrigeration technician for MD Anderson Cancer Center and has worked in a variety of positions over his career, including front line sales, branch manager, regional vice president, and vice president of operations. James earned his MBA from the University of Maryland – University College and holds a bachelor of science degree in business management.

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Frederick parkinsonsenior Business Consultantperformance Technology partners

As a Senior Project Manager and Business Consultant at PTP, Frederick Parkinson has over 15 years of experience delivering strategic customer service solutions that answer complex business needs. Frederick partners with his clients to leverage innovative technology and industry best practices to transform customer experience. Seasoned in project management and user interface design from his work at both PTP and Nuance, Frederick has a rich technical expertise of Genesys, Avaya and Nuance solutions. Frederick holds a Ph.D. in Linguistics and is a certified PMP.

nichole Thusiusvice president, Business & Commercial Customer experienceBMo harris Bank

As the Senior Manager and Vice President of Business & Commercial Customer Experience for BMO Harris Bank, Nichole Thusius drives the CX strategic initiatives for two separate U.S. B to B lines of business with a combined total of over 1,200 employees. In her role, she manages or provides oversight to the NPS Survey programs, CX action planning, customer as supplier initiatives, corporate change management, rebranding, product and policy changes that affect the customer. She also works very closely with Marketing, Operations, HR, Product, Training, Risk, Compliance and Executive Leadership to ensure customer experience is in the forefront of all initiatives at every level. Nichole is extremely passionate about creating a business environment that fully supports a positive customer experience at every interaction. Before assuming her current role, Nichole managed and developed Customer and Employee training and education for corporate initiatives, risk, credit and cash management products and services.

Before joining BMO Harris, Nichole worked at several financial institutions in commercial lending, cash management sales, portfolio management, research, development and consulting with a combined total of 20 years in the Financial Institution industry. Her work has always been focused on exceeding the needs of the customer and executing on the strategic priorities for the organization. Nichole holds a Bachelor of Science degree in Communication and Electronic Media from the University of Wisconsin Green Bay and has completed several other financial, credit and training development courses.

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abigail Trembleexecutive vice president, national operationsrandstad

Abigail Tremble, Executive Vice President of National Operations for Randstad USA, has been responsible for sales, recruiting, employee development, and business process improvement for the past 16 years. After managing the operational execution of the Spherion acquisition in 2011, Randstad asked Tremble to take on national operations for more than 300 retail branches, reporting directly to the President in January 2012. A year later, Tremble also gained the opportunity to oversee the operations of more than 250 Randstad’s on-site locations. Most recently in 2014, Tremble was promoted to Executive Vice President and took on direct responsibility for the 3rd largest commercial zone in the US.

Tremble started her career with Excel Temporary Services in 1998, a company acquired by Randstad, after receiving her Bachelor of Arts degree in History from the University of Georgia. Tremble worked in branch recruiting, sales and large account management. She moved to the Learning and Development team late in 2000 and left Randstad in 2002 to work in business process improvement consulting. During her seven-year hiatus from Randstad, Tremble co-founded and started a private consulting and recruiting firm, centralized and managed a national customer service operation, created two online universities and implemented ISO 9001:2000 systems and Six Sigma improvement programs. Randstad recruited Tremble to return to the company in March 2009 to leverage her expertise in staffing sales and permanent placement.

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panel discussion

“The Modern Day Customer Care and Customer Experience Executive”

Moderator:amas Tenumahvice president, Customer CareCoX Communications

Amas is a customer experience fanatic, and a self-described “contact center geek” specializing in contact center operations, & customer experience strategy for a “twitter-first” century. He has spent the last decade managing customer experience programs for companies like Teleflora, Coca-Cola, Convergys Corporation and currently in his role as Vice President of Care for Cox Communications. Amas brings a unique perspective to the world of customer experience that he shares regularly at industry events and publications. He is also a proud dad, an avid Yankee fan who enjoys playing competitive soccer when home in Oklahoma City.

Panelists:david Bradshawvice president, Client Business supportTangerine Bank

David is the Vice President (Head) of Client Business Support leading the entire client processing for all lines of business. Prior to his current role David was the Vice President (Head) of Sales and Service for ING Direct Canada, overseeing the Retail Cafes across Canada Contact Sales and Service Centres. During his tenure, the Contact Centres were certified Gold Standard by The Contact Centre Employer of Choice and awarded Best Contact Centre as per Contact Centre World.

Prior to returning to ING Direct Canada, David served as Vice President, Service Delivery at Echo MarketingSolutions where he was responsible for leading the Contact Centre, Client Services and Sales planning.

David is the Treasurer and board member for Raising the Roof and is a past member of the Board ofDirectors for The Canadian Marketing Association.

David has contributed to published articles on Social Media in the Contact Centre, Leadership, Variable Compensation Programs, Cultural Change, On Boarding New Talent and Creating an inspiring Vision and Strategy.

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Tony Colonvice president, service Cloud practicesalesforce.com

15 years in consulting, project and program management, hands-on delivery and leadership for enterprise and global implementations. Global Service Cloud PracticeVPfor salesforce.com.

Prior to SFDC: Co-Founder/CIO @ FYIndOut; Chief Architect @ eGain for 7 years;CashPro Product Manager @ ABN Amro for 5 years.

ken Millervice president, operationsJB hunt Transport services inc.

Since 1989, J.B. Hunt’s Intermodal segment has led the way in engineering transportation solutions. We operate the largest fleet of company-owned 53’ containers and one of the largest private drayage fleets across a nationwide network of rail partners -- anchored by BNSF in the West and Norfolk Southern in the East. While others have tried to imitate our example, none have been able to match the success we have achieved in expanding our original asset-based model across the North American rail landscape. We uphold a focused commitment to our intermodal customers’ needs. Our team’s attention to detail, superior customer service and dedication to performance provide significant benefits - better transit, greater service reliability and improved economics.

Ken Miller is one of the operations Vice President’s for JB Hunt largest division, in his 15 years in JB Hunt he has held jobs and gained experience in operations, sales, intermodal, budgets, dray operations, contract negotiations, customer relationships, safety, maintenance and budget preparation.

Prior to working for JB Hunt he served in various combat units in military, with combat deployments to Haiti, Turkey, Northern Iraq and Bosnia. Prior to the Army, he is also a proud graduate of Syracuse University.

Bruce pollockvice president of strategic growth and planningWest interactive services

Bruce Pollock is Vice-President of Strategic Growth and Planning at West, where he focuses on growth and development strategies for the Company. Bruce has 16 years of experience in the technology-based customer service and engagement field including 13 years of tenure at West.

Bruce is active in the customer engagement industry and has served on numerous industry Boards and Advisory Committees over the past decade. He holds seven industry related patents, has been cited in The Economist magazine and various industry publications and has also served as a panelist and moderator at technology industry forums.

Bruce has an MBA Degree from the Ivey School at the University of Western Ontario. He’s an avid follower of technology trends, and of international politics and economics.

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 conversational 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 in-formed, 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

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

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.

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.

parTners

panel partners

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

PTP (Performance Technology Partners)

PTP is a global Customer Experience Management consulting firm focused on delivering multi-channel customer experience solutions to the Enterprise and Government marketplace. Our seasoned professionals build multi-channel business strategies, deliver integrated solutions, and support complex applications. Our focus is to balance business benefits with an exceptional customer experience.

intelligent interaction routing PTP has extensive experience helping clients design and implement routing solutions that maximize organizations’ ability to efficiently manage customer interactions. We emphasize building the ‘omni- channel,’ meaning all channels are treated equally in the mind of your customers, providing them the freedom to choose their preferred interaction channel without a degradation of service.

voice self servicePTP provides a full spectrum of self-service Interactive Voice Response (IVR) solutions. Our Voice User Interface Designers create applications that balance the customer experience with our clients’ business goals.

analyticsThe use of analytics in business is growing and business leaders are demanding more visibility into the customer behavior. Analytics extract the data stored from customer experience interactions and translates it into valuable, actionable insights.

eservicesFrom your customers’ perspective, the quality of the web experience significantly influences their image/impression/perception of your organization and the quality of the customer service delivered.

Workforce optimizationThe PTP Workforce Optimization team combines workforce analytics, forecasting, and optimization solutions to address workforce issues that are inherent to most organizations as they interact with their customers.

MobilityTo meet today’s active consumer demands, PTP’s mobility team offers a breadth of mobility solutions from building “true” mobile applications to enabling mobile compatibility via web browser

solutions and servicesPTP’s portfolio of solutions addresses the needs of today’s Customer Experience demands. Our goal is to understand your customers’ needs, your business requirements, and implement the most appropriate solution. PTP is proud to be technology agnostic and have hands-on experience delivering both premise-based and hosted solutions.

panel partners

parTners

panel partners

A leading global provider of innovative customer experience and technology integration solutions, West Interactive Services empowers organizations to effectively engage customers on their own terms. We design and implement solutions that strategically support an enterprise’s unique environment and enable seamless communication with customers across all channels. West Interactive Services has nearly 30 years of experience building meaningful connections, enhancing productivity, increasing profitability, exceeding expectations and improving customer retention for clients in communications, healthcare, utilities, financial services and commercial industries. Learn more at WestInteractive.com.

Founded in 1999, salesforce.com is the enterprise cloud computing leader. Using salesforce.com’s social and mobile cloud technologies, companies can connect with customers, partners and employees in entirely new ways. Based on salesforce.com’s real-time, multitenant architecture, the company’s platform and apps give customers the tools to create a social front office and revolutionize the way they sell, service, market, collaborate, work, and innovate.

• Grow your business with the world’s #1 sales app, Salesforce Sales Cloud.• Deliver amazing customer service with the award-winning Salesforce Service Cloud.• Listen, engage, advertise, and measure social media marketing with the Salesforce Marketing Cloud.• Achieve breakthrough collaboration and productivity with Salesforce Chatter.• Align, motivate and drive performance with Salesforce Work.com.• Build social and mobile cloud apps on the Salesforce Platform and extend success with the world’s

leading enterprise app marketplace, the AppExchange.

session introduction partner

Noble Systems Corporation is a global leader in the customer communications industry, providing innovative solutions for Unified Communications, Business Process Management and Analytics. Tens of thousands of agents at 4,000+ client installations worldwide use Noble’s CPE, CaaS and innovative premise/cloud hybrid platforms to manage millions of customer contacts each day.

parTners

senior supporter partners

24-7 Intouch is a global contact center outsourcing company that delivers innovative, quality-driven, customer service solutions, across all industry segments. Using the most advanced technology, comprehensive insights, and brand specialists for each account, 24-7 Intouch is able to provide a multi-channel approach, via voice, live chat, e-mail and social media management. This customizable, customer care method allows clients to utilize business insights to deliver lifetime customer loyalty and increase incremental revenue. With over 15 years of experience, the 24-7 Intouch team takes pride in creating a top to bottom brand alignment for clients to create the ideal customer experience.

The company continues to grow to accommodate the needs of new and existing clients. They currently operate offices in the U.S., Canada, Guatemala, and India.

Interactions Corporation develops and markets award-winning natural language understanding technology used by Fortune 500 companies worldwide. Built on its patented Adaptive-Understanding™ technology that seamlessly integrates both human and machine intelligence, Interactions provides highly conversation virtual assistant solutions. Companies such as Hyatt, Best Western, Humana, TXU Energy, Asurion and AllConnect deploy Interactions’ solutions. The company’s sales, service and support solutions are delivered across any device with type, touch or talk capabilities, and have handled more than one billion transactions to date. Rooted in natural speech recognition and built to adapt to human conversation, Interactions’ solutions have delivered cost-savings and increased efficiencies in sales and support for some of the largest companies in the world. Interactions Corporation, founded in 2004, is headquartered in Franklin, Massachusetts and has additional offices located in Indianapolis, Indiana and Austin, Texas.

Arise Virtual Solutions is a work-at-home business process outsourcing company that uniquely blends crowdsourcing innovation, virtual technology and operational efficiencies to deliver better results. Recognized as a work-at-home call center pioneer, Arise has been delivering services in the cloud for over a decade through its network of tens of thousands of independent work-at-home customer service, sales and technical support providers in the United States, Canada, the United Kingdom and Ireland. Arise provides flexible and cost-effective customer contact, business processing, e-learning and consulting solutions to premium brands around the world, including many Fortune 150 and 500 companies.

To learn more about No Boundaries, Better Results™ and how Arise Virtual Solutions can help you, please visit www.arise.com.

parTners

senior supporter partners

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.

[24]7 makes customer service and sales simple. Our platform and applications use big data and predictive analytics to understand customers and drive better service and sales results for large enterprises. [24]7’s platform enables an omnichannel interaction experience. We connect customer interactions across an enterprise’s web, mobile, chat, social, and phone channels. It’s all in real-time and in the cloud. Our solutions drive immediate business results. We increase revenues, reduce service and sales costs, and create more satisfied customers. [24]7 serves the Global 500 market leaders in the Financial and Insurance Services, Retail, Telecommunications, Technology, and Travel Industries. For more information, visit: www.247-inc.com.

upCoMing evenTs

May 12, 20152015 Chief Financial Officer Leadership Think Tank (Dallas)dallas, TX

Perspectives by:• Bill Mcnee, Founder & Chief Executive Officer, Saugatuck Technology• Omar Choucair, Chief Financial Officer, Multiview• Matthew Boucher, Senior Vice President, Finance, The Brock Group• Russell Tiejema, Vice President Finance & Chief Financial Officer, Residential Heating & Cooling, Lennox

International• David English, Senior Vice President and Chief Financial Officer, Ryan• Mark Nittler, Vice President, Application Strategy, Workday

May 13, 20152015 CMo Leadership Think Tank: Creating impactful Consumer-Centric Marketing (Chicago)Chicago, iL

Perspectives by:• Jennifer Vlahavas, RVP Sales, Central, MediaMath• Tom Russell, SVP Marketing, Gourmet Foods and Gift Baskets, 1-800-Flowers.com• Harry Overly, Chief Customer Officer, Treehouse Foods

May 14, 20152015 Leadership in human Capital Think Tank: ready now - Linking Talent strategy to Business priorities (san Francisco)san Francisco, Ca

Perspectives by:• Jing Liao, Senior Vice President, Human Resources, TriNet• Carolyn Troyan, VP, HR: Corporate, Digital & Platform, Electronic Arts• Paul Pastrone, VP, PPS Learning & Organization Development, HP• Joe Wegener, Vice President Human Resources, Core-Mark Holding Company• Matt Paese, Ph.D., Vice President, Succession Management, DDI

May 14, 20152015 Chief Financial Officer Leadership Think Tank (Chicago)Chicago, iL

Perspectives by:• Bill Mcnee, Founder & Chief Executive Officer, Saugatuck Technology• Tom Grant, Vice President Finance, International, Groupon• Dennis Meulemans, Chief Financial Officer, Addus HomeCare Corporation• Joe Kayser, Executive Vice President, Finance, AIT Worldwide Logistics• Mark Nittler, Vice President, Application Strategy, Workday

upCoMing evenTs

May 19, 20152015 Chief Information Security Officer Leadership Breakfast: spotlight on securing the Business (san Francisco)san Francisco, Ca

Perspectives by:• Cris Ewell, Chief Information Security Officer, Seattle Children’s Hospital• Nicholas Shevelyov, Chief Security Officer, Silicon Valley Bank• Edward Stroz, Founder and Executive Chairman, Stroz Friedberg

May 19, 20152015 Chief Information Security Officer (CISO) Leadership Forum (San Francisco)san Francisco, Ca

Perspectives by:• Damian Ng, Chief Systems Architect, Loyalty Programs, Visa• Sean McHugh, Chief Information Security Officer, Williams-Sonoma• John Nai, Chief Information Security Officer, eBay• David McDougall, EVP & Chief Sales Officer, CSS Corp• Sri Muthu, VP, Technology & Operations Executive, Wells Fargo• Curtis Elswick, Vice President, Information Technology Architecture, Echostar Communications Corp• Cris Ewell, Chief Information Security Officer, Seattle Children’s Hospital• Amit Bhardwaj, CISO, Clorox• Nicholas Shevelyov, Chief Security Officer, Silicon Valley Bank• Adhir Mattu, VP and CIO, PMC-Sierra• Justin Dolly, Chief Security & Privacy Officer, Jawbone• 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 20, 20152015 Chief Information Officer Leadership Virtual Event: spotlight on securing the Business (virtual event)virtual

Perspectives by:• Marene Allison, Vice President and Chief Information Security Officer, Johnson & Johnson• Edward Stroz, Founder and Executive Chairman, Stroz Friedberg

May 21, 20152015 delivering next-generation digital experiences Lunch (dallas)dallas, TX

Perspectives by:• Yvonne Low, Head of Customer Engagement, Southwest Gas• Chris Preston, Sr. Director, DX Strategies & Business Development, Oracle

upCoMing evenTs

May 21, 20152015 Leadership in e-Commerce (dallas)dallas, TX

Perspectives by:• Diane Magers, Customer Experience Executive, AT&T• Mathew Sweezey, Principal Marketing Insights, Salesforce• Kartik Chandrayana, CEO & Co-founder, Twin Prime• Naini Mandala, Vice President, eCommerce Analytics & Co-Head Customer Analytics Product, Manthan• Ian Cohen, Vice President, Omnichannel, Rent-A-Center• Rick Medeiros, Executive Director, Global eCommerce, Digital & Social, Lenovo• David Stover, Global Solution Management Lead for Mobile & Store, SAP• Bill Hobbib, VP, Product Marketing: Commerce and Social, Oracle• Devashish Saxena, Group Vice President, Global eCommerce and Multichannel Convergence, Rexel• Stephanie Pertuit, Vice President of Customer Experience, Blinds.com• Morgan Eseke, Marketing Manager, Credera• Elana Anderson, Senior Vice President, Worldwide Marketing, Demandware• Bryan Hoeft, VP, Online Marketing, Thomson Reuters• Robert Kennedy, Global Head of e-Commerce & Digital Marketing, Bio-Rad Laboratories• Eve Richey, Chief Digital Officer, Haggar Clothing• Dave Sims, Vice President, Loyalty Marketing, La Quinta• Sativa Leach, Senior Vice President, Marketing and Retail Operations, Citigroup• Jeff Jarrett, VP Global Digital, CRM & eCommerce, Kimberly-Clark• Julie Lockner, Vice President, Market Development, Informatica• Ben Eason, VP, Client Development, Conversant• Jason Allen, Vice President, Multi-Channel, GameStop Corp.• Teri Merritt, Vice President Brand Marketing & eCommerce - Americas, Marriott• David Young, VP Strategy & Operations, Travelocity• Raj Rao, Vice President, Global eTransformation, 3M

May 28, 20152015 Chief Marketing Officer Leadership Forum (Atlanta)atlanta, ga

Perspectives by:• Lisa Arthur, Chief Marketing Officer, Teradata Marketing Applications• Ken Ramoutar, VP, Service Line Marketing, Avanade• Katie Knight, GVP & Chief Marketing Officer, Carrabba’s, Bloomin’ Brands• David Cygan, SVP of Direct Marketing, Brookdale Senior Living• Scott McKenzie, Director of Business Development, NVISION• Jeff Rohrs, Vice President, Marketing Insights, Salesforce• Trish Mueller, Chief Marketing Officer & SVP, Home Depot• Kristin Kelley, Chief Marketing Officer, Randstad• Jenny Watson, Vice President of Online & Direct Marketing, AutoNation• 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• Karen Jones, Chief Marketing Officer, Ryder System• William Pate, President and CEO, Atlanta Convention and Visitors Bureau• Betty Noonan, Chief Marketing Officer, Cree• Michelle Spohnholz, Vice President, Marketing, CSM Bakery Products• Duane Morrow, Executive Vice President & Chief Marketing Officer, Primerica

upCoMing evenTs

May 28, 20152015 delivering next-generation digital experiences Lunch (atlanta)atlanta, ga

Perspectives by:• Kevin Steele, Vice President, IT and Enterprise Services, Cars.com• Chris Preston, Sr. Director, DX Strategies & Business Development, Oracle

May 28, 20152015 CMo virtual event: spotlight on Brand Loyalty (virtual event)virtual

Perspectives by:• Brock Weatherup, Chief Digital Officer & Senior Vice President, PetSmart• Wilson Raj, Global Customer Intelligence Director, SAS

June 2, 20152015 CFo Breakfast: Finance + operations = Transformational CFo (atlanta)atlanta, ga

Perspectives by:• Ian Charles, CFO, Host Analytics

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

Perspectives by:• Scott Broomfield, Chief Marketing Officer, Xactly Corp• Mark Giovanetti, Controller/Senior Director of Accounting, Workday• Danielle Morrell, Vice President, Finance, Georgia-Pacific Corporation• Chris Arndt, Vice President, Finance, AutoTrader Group• Charlie Brown, Chief Financial Officer, Oldcastle• Denise Dettingmeijer, Chief Financial Officer, US, Randstad• Neil Manna, SVP and Chief Accounting Officer, CA Technologies• David Pipes, Chief Financial Officer, Arby’s Restaurant Group• Juan Figuereo, EVP & Chief Financial Officer, NII Holdings• David Cox, SVP, CFO, & Chief Operating Officer, Economist Group• Kevin Wilson, Chief Financial Officer, New Era Cap• June Howard, Senior Vice President, Chief Accounting Officer, Aflac• William Lowe, Executive Vice President and Chief Financial Officer, KEMET Corp.• Gary Crowe, Senior Vice President & Chief Financial Officer, Ricoh

upCoMing evenTs

June 3, 20152015 CFo Think Tank: spotlight on Business insights (philadelphia)philadelphia, pa

Perspectives by:• Mitch Weiss, Vice President & Chief Accounting Officer, AlliedBarton Security Services• Stan Lepeak, Director and Head of Global Research and Thought Leadership, KPMG• Peter Lundstrom, Chief Financial Officer, Skanska USA Civil• Mark Giovanetti, Controller/Senior Director of Accounting, Workday

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• Scott Williams, EVP, Chief Creative Officer, Commune Hotels & Resorts• Ken Ramoutar, VP, Service Line Marketing, Avanade• Tom Silk, Senior Vice President, Marketing and Communications, KB Home• Jonathan Alloy, VP / Product Manager, Wells Fargo• Kelly Wenzel, CMO, Centro• Sean Shoffstall, Vice President, Strategy and Innovation, Teradata Marketing Applications• Robert Chatwani, Chief Marketing Officer, North America, eBay• Jonathan Lowe, Vice President, Marketing, AEG (Anschutz Entertainment Group) Worldwide• Timothy Bay, Vice President, Digital Marketing, Wilton Brands• Michael Reicher, Senior Vice President, Marketing, The Chubb Corporation• Ram Kapoor, CMO, UC Berkeley• Alan Shulman, Vice President, Marketing, Just Energy• Julian Aldridge, VP, Brand Evangelism and Activation, Charles Schwab• Jeff Stalcup, VP Corporate Marketing, McKesson• Mitch Rotter, SVP, Brand Marketing, Ticketmaster

June 11, 20152015 Chief Marketing Officer Leadership Forum: Spotlight on Financial Services new york, ny

Perspectives by:• Carl Tsukahara, CMO, Birst• Gregory Bailey, Chief Marketing Officer, Athene• Wes Moore, VP of IMM Solutions at Aprimo, Teradata Marketing Applications• Chris Young, Director, Industry Strategy for Financial Services, Adobe• Allison Landers, VP, Digital Strategy and Customer Experience, Prudential• Aniko DeLaney, Chief Marketing Officer of Corporate Marketing, The Bank of New York Mellon• Michelle Crecca, SVP, Strategy and CMO, Group Insurance, Prudential• Ann Glover, CMO, Voya Financial• Ori Ben-Yishai, Head of Business Line Marketing, AXA Equitable• Nadine Zukoski, Vice President, Content & Social Media Marketing, JP Morgan Chase• Peter Eliopoulos, CMO, M&T Bank Corporation• Loriann Biggers, Chief Marketing Officer, Navigators Group• 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:• Christopher Jensen, Esq., Senior Vice President, Xerox• Derek Windham, Vice President & Associate General Counsel, Big Heart Pet Brands• Lynn Reilly, Director of Hosted Solutions, Lighthouse eDiscovery• Stephen Reynolds, Executive Vice President, General Counsel, Secretary, ARAMARK• Scott Chaplin, Senior Vice President, General Counsel and Secretary, Vista Outdoor• John Donofrio, Vice President, Secretary & General Counsel, Mars• Mark Schultz, General Counsel, SAIC• Michelle Gluck, Senior Vice President and General Counsel, Federal Reserve Bank of Richmond• Tom Miiller, SVP, General Counsel and Corporate Secretary, Engility Holdings• Sam Eberts, Chief Legal Officer, Corporate Secretary & SVP of Corporate Affairs, LabCorp• Peter Wexler, SVP & General Counsel, Schneider Electric• Verona Dorch, Former Chief Legal Officer, Chief Compliance Officer & 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• Scott McLester, Executive Vice President, General Counsel, Wyndham Worldwide Corporation

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• Joseph Biron, Vice President, Business Development Technology, PTC• Amitabh Sinha, CEO, Workspot• Brian Engle, Executive Director, Retail Cyber Intelligence Sharing Center• Pragati Mathur, Chief Enterprise Architect, Boeing• Clay Johnson, Global Chief Information Officer, GE Power & Water• Tom Chowanski, SVP, Information Security Leader - Consumer Lending, Wells Fargo• Rahoul Ghose, Senior Vice President & CIO, Lifetouch• Richard Rushing, Chief Information Security Officer, Motorola Mobility

June 25, 20152015 Customer Care Leadership Think Tank (dallas)dallas, TX

Perspectives by:• Milista Anderson, Chief Customer Officer, SunGard

upCoMing evenTs

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

Perspectives by:• Lee Beech, Head of Digital Transformation & E-Commerce, Nestle• Lisa Arthur, Chief Marketing Officer, Teradata Marketing Applications• Scott D’Cunha, Vice President, Marketing, eCommerce & Communications, Staples• Frederick Lecoq, Senior Vice President, Marketing, Canadian Tire• Jennifer Steckel Elliott, SVP & Chief Marketing Officer, Danier Leather Inc.

september 16, 20152015 Chief Information Officer Leadership Forum: Spotlight on Financial Services (New York)new york, ny

Perspectives by:• Maureen Faraci, Global Lead – Market Data Application Strategies, Citigroup• Ramkumar Venkataraman, Senior Vice President, Moody’s Corporation• Joyce Ulrich, Chief Information Officer, Legg Mason• Klay Stack, Managing Director, CTO, Marathon Asset Management

september 17, 20152015 Chief Financial Officer Leadership Forum (Dallas)dallas, TX

Perspectives by:• Ethan Baumfeld, Vice President & Regulatory Counsel, Health Care Service Corporation• Doug Herron, Executive Vice President and Chief Financial Officer, Safelite AutoGlass

september 29, 20152015 Chief Marketing Officer Leadership Forum: Fall Event (Chicago)Chicago, iL

Perspectives by:• Julian Aldridge, VP, Brand Evangelism and Activation, Charles Schwab

september 30, 20152015 Chief Legal Officer Leadership Forum (Chicago)Chicago, iL

Perspectives by:• Chris Kaitson, Vice President of Law & Deputy General Counsel, Enbridge

upCoMing evenTs

october 6, 20152015 Leadership in digital Marketing (new york)new york, ny

Perspectives by:• Kristin Moss, Vice President, Marketing and Creative, The Walt Disney Company• Glenn Burke, Vice President, Marketing & Business Development, Avis Budget Group• Steven Fuld, SVP Marketing, Sony• Kacey Sharrett, Vice President, Omnichannel and Digital Guest Experience, Toys R Us• Steven Warren, Vice President & General Manager, Teradata Interactive, Americas, Teradata Marketing

Applications• Omar Haque, Global Head, eCommerce, Colgate-Palmolive• John Costello, Chief Global Customer & Marketing Officer, Dunkin’ Brands• Susan Hammes, Vice President, Digital Brand & Social Media Development, American Express• Ken Bausch, Vice President Marketing, World Kitchen• Ryan Bonifacino, Senior Vice President, Digital, Alex and Ani• Scott Williams, EVP, Chief Creative Officer, Commune Hotels & Resorts• Kristin Kelley, Chief Marketing Officer, Randstad• Carly Rosenberg, Chief Marketing Officer, Bluefly• Inga Pross, Vice President, Sales & Marketing, Elizabeth Arden Spas• Leslie Doty, Chief Marketing Officer, Reader’s Digest Association• Florian Gmeiner, Head of Marketing, the Americas, Deutsche Lufthansa AG

october 6, 20152015 delivering next-generation digital experiences (new york)new york, ny

Perspectives by:• Chris Preston, Sr. Director, DX Strategies & Business Development, Oracle

october 6, 20152015 human Capital Leadership Forum (new york)new york, ny

Perspectives by:• Alan Momeyer, Vice President, Chief Human Resources Officer, Loews Corporation

october 15, 20152015 Customer Care Leadership Forum (denver)denver, Co

Perspectives by:• Jennifer Ramirez, VP, Global Customer Experience, Western Union• Ginny Mahl, VP Global Customer Care, Sabre Holdings Corporation• Heather Magaha, SVP National Client Service, Wells Fargo

upCoMing evenTs

october 27, 20152015 Chief Marketing Officer Leadership Forum (Philadelphia)philadelphia, pa

Perspectives by:• Patrick McLean, SVP, Head of Brand & Product Marketing, TD Ban

november 3, 20152015 Customer Care Leadership Forum (atlanta)atlanta, ga

Perspectives by:• Lorraine Avery, Senior Vice President and Director of Customer Service, Associated Banc-Corp• Tim Genovese, VP, Guest Experience & Brand Consistency, IHG InterContinental Hotels Group• Sher’ree Kellogg, Senior VP, Marketing Governance Citi Retail Services, Citibank

november 4, 20152015 Customer Care Leadership Forum: Fall event (new york)new york, ny

Perspectives by:• Denise Palermo, Vice President, Customer Care, Excellus BlueCross BlueShield• Jason Wesbecher, Chief Marketing Officer, Mattersight• Scott Landry, VP of Global Customer Support, Akamai• Dana Tucker, Head, CAO, Customer Centricity Program Management, MetLife• Robert White, Head of Customer Service, Linde North America• Diana Robino, Senior Vice President, Global New Product Development, MasterCard• Steven Gargano, Head of Product Development and Customer Service, U.S. Bank

november 10, 20152015 Chief Marketing Officer Leadership Forum: Fall Event (San Francisco)san Francisco, Ca

Perspectives by:• Jeff Rohrs, Vice President, Marketing Insights, Salesforce• Lisa Arthur, Chief Marketing Officer, Teradata Marketing Applications

december 3, 20152015 delivering next-generation digital experiences (Boston)Boston, Ma

Perspectives by:• Chris Preston, Sr. Director, DX Strategies & Business Development, Oracle

upCoMing evenTs

december 9, 20152015 Chief Marketing Officer Leadership Forum (Dallas)dallas, TX

Perspectives by:• Cory Jones, VP, Marketing, Frontier Communications• Lisa Arthur, Chief Marketing Officer, Teradata Marketing Applications• Jennifer Dominiquini, Chief Marketing Officer, BBVA

december 10, 20152015 Chief Information Officer Leadership Forum (New York)new york, ny

Perspectives by:• Bill Murphy, Chief Technology Officer, The Blackstone Group

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