2015 Customer Care Leadership Forum (San Jose)

THURSDAY, APRIL 23

AGENDA

2015 Customer Care Leadership Forum (San Jose) Thursday, April 238:00am – 5:30pm

Breakfast

Argyle Executive Forum Opening Remarks

Introducing the Fireside Chat:

Ashu GoelCEOWinWire

Fireside Chat

Join Michele Watson, VP Customer Care and Payments/Risk Michael Cox, VP Human Resources for abehind the scenes look at building a Customer Care function within a Fortune 1 company. Through aninteractive dialogue Michele and Michael will share their lessons learned and their success on theirjourney. Through witty banter and humor they will share stories of their experiences while partneringclosely across a variety of disciplines. Michele is a seasoned customer care professional who advocatesfor customers while at the same time building customer lifetime value and optimizing the brand of WalmarteCommerce. Michael is dynamic Human Resources professional who engages with business leaders todrive commercial value and helps to connect people with purpose across the Walmart enterprise.

Michael CoxVice President, Human Resources and Talent AcquisitionWalmart eCommerce

Michele WatsonVP Customer Care and Payments/RiskWalmart eCommerce

*Please note, this session is off the record.

8:00am - 9:00am

9:00am - 9:05am

9:05am - 9:10am

9:10am - 9:45am

AGENDA

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 channelsof choice including text, mobile apps and social — with self-service options quickly becoming theirpreferred mode of interaction. And when they move between channels, or need help from an agent, theywant 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 relationshipsand drive real loyalty? In this session “Consumer Engagement 20/20”, we will discuss how you canenhance the customer experience and lower costs by empowering consumers with increased self-serviceand elevating the role of your agents to subject matter experts when your customers need them.

Joe GagnonSenior Vice President and General Manager, Cloud SolutionsAspect

Coffee Break

10:10am - 10:35am

9:50am - 10:10am

AGENDA

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 centric?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•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 &•analyzeUsing predictive analytics to better understand consumer needs•Using cross-collaboration to create one voice, transparency & competitiveness on technologies•such as mobile and social

Moderator:Robert MontanoHead of Consumer & Customer Care, Bayer CropScienceBayer

Panelists:Bryant KaminagaVice President, Client Support ServicesVisa

Stephen KeeneyVice President Customer Solutions, Global QualityLAM Research Corp.

Gregory PalVice President, Marketing, Strategy & Business Development, Enterprise DivisionNuance Communications

Larry RobinsonSenior Vice President, Product ManagementSalesforce.com

Gillian WrightVice President, Customer ServicesSouthern California Gas

10:35am - 11:25am

AGENDA

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 docustomers make purchases based on brand identity alone. As emerging markets increase competitionand the buying power shifts to the 77 million strong Millennial generation, the type of customer experienceprovided must evolve to meet the modern consumer’s needs. Profiling your customers will enable you tounderstand how to engage them, increase loyalty and also share of wallet. In this session we’ll leverageconsumer 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 Southwest have leveragedthese factors to increase customer retention. We’ll even introduce you to the different generationalmindsets and provide tactical ways to emotionally engage your customers based on the loyalty factorsthat impact your business.

Lynn OlsonVP of Sales & MarketingPerformance Technology Partners

Coffee Break

11:50am - 12:10pm

11:30am - 11:50am

AGENDA

Panel Discussion

“Bridging the Gap: The Complete Customer Experience"

Session topics include, but are not limited to:How are you measuring customer interaction and engagement across all channels, not just within•the traditional four walls of the contact center?How are you working with different functions to make the call center a contributor to corporate•success to drive customer loyalty? Where does the call center fit in with your organization’somnichannel strategy?What are the new and emerging channels that are presenting you with the greatest opportunities•and challenges to engage and delight your customers?What are some best practices when tracking consumer behavior and expectations? How do you•successfully identify what is most important to the customer?How are you leveraging technology to deliver a unified customer experience?•How is the cloud transforming how services are provided to the customer and helping to forge a•collaborative relationship with customers?Best Practices for maximizing customer acquisition, retention and profitability •

Moderator:Deb AffonsaVice President, Customer ServicePacific Gas and Electric Company

Panelists: Andrew DiggdonVP, Customer Experience – Digital ChannelsBank of the West

Rebecca LoevengurthVice President, Customer OperationsWestern Union

Liz OsbornVice President of Product and Solution MarketingFive9

Belinda SimmonsSolutions ConsultantMedallia

Lunch

1:00pm - 2:00pm

12:10pm - 1:00pm

AGENDA

Panel Discussion

“Building a Customer-Centric Culture"

Session topics include, but are not limited to:Transforming business culture and creating a customer centric enterprise•How are companies using self-service and other forms of technology to improve the job•satisfaction of their agents?How are you using Voice of Customer data to prove the Customer organization’s contribution to•the company?o Using data to track behaviors and drive salesEvaluating 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?•The importance of aligning organizational culture to the customer•How to engage with employees and incentivize them to deliver great customer experiences•Leveraging social platforms to deliver content and social care that actively engaged with•customersManaging online customer feedback and engage target audiences to improve customer•satisfactionCustomer experience and customer feedback innovations that create customer empathy•The importance of developing a formalized social roadmap•

Moderator:Juliette MartinezHead of Customer StrategiesAmerican Heart Association

Panelists:Wendi MillerHead of Customer InsightsTIAA-CREF

Sarah SimonSenior Solutions ConsultantConfirmit

Bob SullebargerSenior Vice President of Sales EnablementInteractions

Coffee Break

2:50pm - 3:10pm

2:00pm - 2:50pm

AGENDA

"Customer-Centric Principles in the World of Professional Sports – LA Kings and LA Galaxy"

Using the LA Kings and LA Galaxy as the center points of discussion, this session illuminates the coreprinciples of growing and retaining both individual customers and corporate sponsors. As the largestportion of team revenue in the NHL and MLS, ticket sales and corporate sponsorship sales are thelifeblood of the team and central to their financial success. AEG Sports COO, Kelly Cheeseman,addresses the core principles that guide how they engage, retain and ultimately grow these critical revenuebases. The strategic use of analytics and data will be discussed, along with how the ever-changing trendsof digital and social media have irrevocably and literally “changed the game”.

Kelly CheesemanChief Operating OfficerAEG (Anschutz Entertainment Group) Worldwide

“Engaging Your Organization for Action and Results”

You know your employees play a critical role in creating the right type of experience for your customersevery time they interact with your organization. Engaging associates and leaders is key to the success ofyour ability to influence business results. We’ll also talk about the importance of engaging employees tostrengthen your organizations agility and capabilities. Discover ways to help your organization can betterunderstand, contribute, drive and produce measureable customer experience improvements.

Diane MagersCustomer Experience ExecutiveAT&T

Argyle Executive Forum Closing Remarks

Closing Reception __________________________________________________________________________________

*Please note, the agenda is subject to change.

The information, views, and opinions expressed by speakers and other participants at our conferencesare those of the individual and do not necessarily reflect the views and opinions of Argyle ExecutiveForum.

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

4:30pm - 5:30pm

4:25pm - 4:30pm

3:50pm - 4:25pm

3:10pm - 3:45pm

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 maynot be rented, sold, or given to any outside party or used to market or promote any other meeting. Any suchunauthorized distribution represents theft of property for which Argyle Executive Forum will pursue any and allappropriate legal remedies.

Speaker Materials are available upon request, pending availability.

PTP PTP

P is xpe

esvP is inxper

o ed in yte surienc

o tour cussesc uc

)XCe (cneing idaeh lt

wom hrs rem

mer

s P iTPm trfi

nagoreyeht

irepxr Eeomtsus a Ctis wetaorballot cah

orfsnaro ts tonitazinomtsur ciehe tgange

t our haW

y:omers sat cus

• ae hWntarGdivopr

• areWblmin

• e dWe rintesu cto

vaonnf im oetyssoch ecie a rvae tgnidea ltanrdau Qciga Mern

sernkih tcigetart sd ansder

vo pro tcitsnog ayoglhnoce te rsnoitu solle

roftale pvisneherpmon a cgisenitekram mor, fmetyssocX ee C

ecivre sremtos

,snteile cvitayoglhnoce

que,in udeiv

e hr tom frs elao sg tn

t our haWP Te Pula1 ve #hT“elwony krtsudni

o d tnen tacewl anoiatrepodna

es tedivorP pTPr iehm tort fupni

oppoezingocerd veworrane siw

y:omers sat cuss m iaeC tSe Bho ts tgnirP b

moe crachtlaes a h. Aegdeisuc bfiicepr sun os ouco fejbd ons anrecno, cseussl iasd unl aanoitcnu, flacinhce

g uniwoll, aweivrur pedir wr uat ohs tksid rns aeitintur

”owll ato ndlu wowei v

su cto

• e uWoftalpnivird

• eneWancfin

evartmpoc

gagne

llarevs oy napssen

. seivtcey tiliba

o s t ureht o -

ecivre sremtos

r guoe ykao mw tod hnatsrednegantvade avititepmos a cmrotengemag enleannhc-imn ogn

tae r,yger en,yoglhnoce telab na me,arhctlea h,tennmervo ge,c

d une acnarusn, iytilatipsol & h crieh tw homrofansr to tseipan

m ehh tte wig

X l Cabol go sle alih, w

,aide m,lia,gnirutcafuan

ytilit usermotsu

ompanie

d veworrane siw

eihe Sul- B

C

e partner

.owll ato ndlu wowei v

a Kcisse, Jainrofilaf Cd ol

e’ves w

or suc

gagne

n amfua K

ed with f r

…

m ehh tte wig

s includeesc c

o partn TTo partner with PTP Call: 1-800-

ner with PTP sales

7 Call: 1-800-echnormts@perf

143-4787omc.nology

SPEAKING FACULTY

INTRODUCING THE FIRESIDE CHAT:

ASHU GOELCEOWINWIRE

Ashu Goel has 25+ years of technology and consulting experience focused on helping businessand technology leaders harness the power of Collaboration and Analytics across the enterprise.With technology trends such as cloud, mobility, big data and consumerization of IT, collaborationand analytics have become even more important; leaders are looking to leverage insights inmaking information actionable.

Mr. Goel has helped clients in a variety of industries such as Hi-Tech, Financial Services, Healthcareand Retail. He is a Haas MBA graduate from Berkeley and has a BS from IIT Roorkee. He workedfor leading organizations like A.T. Kearney and Microsoft prior to starting WinWire in 2007.

SPEAKING FACULTY

FIRESIDE CHAT

MICHAEL COX VICE PRESIDENT, HUMAN RESOURCES AND TALENT ACQUISITIONWALMART ECOMMERCE

Michael is the Vice President, Human Resources and Talent Acquisition for Walmart GlobaleCommerce. He leads a team of human resources and talent acquisition professionals who areresponsible for partnering with and advising business leaders on a variety topics related to humancapital management, talent attraction, workforce planning, and business strategy development andexecution. Michael is passionate about the field of Human Resources and is driven to create highperforming teams that add to the businesses overall performance by serving as trusted businessadvisors. Simply put, Michael sees his role as connecting people with purpose at Walmart whilebuilding the talent density within the Walmart organization.

Michael joined Walmart in June 2012. Prior to joining Walmart, Michael was the Global TalentAcquisition Leader for eBay Inc. where his responsibilities included recruiting for such well knownbrands as eBay Marketplaces, PayPal, StubHub, GSI, and many others. Before eBay, Michaelworked for global companies such as Bank of America and First Data Corporation. His careerspans over 25 years primarily as a strategic HR business partner and leader. Michael has workedin a variety of industries in addition to ecommerce such as financial services, healthcare andinsurance. In addition to his corporate career, he teaches for the University of California, SantaCruz in their Human Resources Management program.

Michael earned his MBA from Nova Southeastern University in Fort Lauderdale, FL and hisundergraduate from Western Kentucky University.

He has lived in variety of locations in the US and has worked internationally where he was based inSydney, Australia. Currently, he resides in San Jose, CA. He is an avid cyclist and has completedeight AIDS LifeCycle events – a 7-day, 565 mile bike ride from San Francisco to Los Angelessupporting the fight against the global HIV/AIDS pandemic in addition to other community activities.

MICHELE WATSONVP CUSTOMER CARE AND PAYMENTS/RISKWALMART ECOMMERCE

*Please note, this session is off the record.

SPEAKING FACULTY

THOUGHT LEADERSHIP PRESENTED BY ASPECT

“CONSUMER ENGAGEMENT 20/20”

JOE GAGNONSENIOR VICE PRESIDENT AND GENERAL MANAGER, CLOUD SOLUTIONSASPECT

Joe Gagnon brings over 30 years of business strategy and technology implementation experiencein building consumer facing solutions to his current role as SVP / GM Cloud Solutions at AspectSoftware. He is responsible for providing executive leadership for Aspect’s cloud contact solutionbusiness. Joe is focused on expanding Aspect’s cloud contact center and solution capabilitiesby building on the success of the Voxeo and Qivox acquisitions, the launch of Aspect SaaScontact center solution, Zipwire, Aspect Social and the affiliate partnership with LiveVox.

Most recently, Joe served as President and COO of Penn Foster, one of the largest online schoolsin the U.S. Under his leadership the 300-agent contact center delivered new models for studentacquisition and support that lowered costs while increasing conversion and revenue year over year.

Prior to that, Joe was President of e-Dialog, a global integrated digital marketingsolutionscompany, now a subsidiary of eBay and earlier as CEO of cloud contact center serviceprovider, Exit41. Joe holds a Bachelor’s of Administration, Economics from Fordham University.An avid blogger, at The High Performance Life he is also a speaker and panelist at numerousindustry conferences and a passionate endurance athlete.

SPEAKING FACULTY

THOUGHT LEADERSHIP PRESENTED BY PERFORMANCE TECHNOLOGY PARTNERS

“GET TO THE HEART OF YOUR CUSTOMERS TO BUILD LOYALTY AND INCREASE SHAREOF WALLET”

LYNN OLSON VP OF SALES & MARKETINGPERFORMANCE TECHNOLOGY PARTNERS

As Vice President of Sales and Marketing at PTP, Lynn Olson has built, from the ground up, asuccessful sales and business development customer experience management (CXM)organization that has grown revenue by 757%+. Lynn’s strategic relationships, developed from18 years of consulting experience in the CXM space, have enabled her to create a rich partnerecosystem of CX solutions that innovate to answer the business challenges of today’s society. Atrue partner to her clients and peers, Lynn is driven by her passion to add value to companiesreinventing their customer service solutions. Her rich, technical experience in business consultingwith PTP, Microsoft and Nuance provides her with a strong knowledge base across platforms andsolutions. Lynn holds an MBA with an emphasis in international business from the Carlson Schoolof Management and has helped U.S.-based fortune 500 clients deploy CX solutions globally.

SPEAKING FACULTY

“CUSTOMER-CENTRIC PRINCIPLES IN THE WORLD OF PROFESSIONAL SPORTS – LAKINGS AND LA GALAXY"

KELLY CHEESEMANCHIEF OPERATING OFFICERAEG (ANSCHUTZ ENTERTAINMENT GROUP) WORLDWIDE

Kelly Cheeseman serves as the Chief Operating Officer (COO) for the Los Angeles Kings and AEGSports. AEG Sports oversees multiple sports teams and events including the LA Galaxy (five-timeMLS Champions), Amgen Tour of California (America’s most successful cycling race) and severalEuropean hockey and soccer franchises.

Currently in his 14th year with the organization, Cheeseman’s day-to-day role as COO includesoverseeing the various business departments with the goal of maximizing club revenues. His areasof oversight include Ticket Sales and Service, CRM and Analytics, Marketing, Digital, GamePresentation, Public Relations/Communications, Broadcasting, Fan Development, CommunityRelations and Human Resources.

As part of the senior executive leadership team within the Kings, Cheeseman has helped play anintegral role in achieving record organizational success and setting a number of franchise recordsin Ticket Sales, Sponsorship and On-line Digital Metrics. In March of 2014, he was named toStreet and Smith’s Sports Business Journal’s Forty Under 40 list.

Prior to his role as COO, Cheeseman served as Senior Vice President of Ticket Sales and Servicefor the Kings and AEG Sports. He played an integral role within the Kings business operationsdivision as the club enjoyed unprecedented ticket sales and revenue. Cheeseman led the KingsTicket Sales department that achieved records in many categories including number of sell outs.Under his leadership since 2008, the Kings Season Ticket base has grown by more than 80 percentand achieved record renewal rates.

In addition to his focus on Ticket Sales, Cheeseman directed all Customer Retention and Service,Database Marketing and CRM initiatives, as well as Ticket Operations. He served as a memberof the NHL Ticket Advisory Board and he is currently a Board Member for the Kings Care and LAGalaxy Foundations, and he is a member of the Board for the Discovery Science Center LosAngeles. He has also served as a guest speaker on numerous NHL and industry panels in recentyears, speaking on Customer Retention, Database, New Business and Dynamic Pricing.

During his tenure at AEG, Cheeseman has been an integral part of the success of numerous highprofile events in Los Angeles including championship boxing, tennis, lacrosse, soccer, cycling,track and field, three MLS Cups, as well as two Stanley Cup Championships, an NHL All-StarGame, NHL Draft, NHL Premier in Europe, and an Outdoor Game at Dodger Stadium.

Before joining the Kings and AEG, Cheeseman worked for the Rancho Cucamonga Quakes(California League) as Marketing Manager with a focus on Marketing and Ticket Sales.

SPEAKING FACULTY

KELLY CHEESEMAN CONTINUED...

A graduate of Northwood University in West Palm Beach, FL, Cheeseman earned a Bachelor ofArts degree in Marketing Management in 2000. At Northwood he minored in Advertising and MIS.In 1996, he attended Seton Hall University in South Orange, NJ. In school, Cheeseman servedas Senior Class President; was a Member of the Men's Varsity Baseball Team at both universities;was the 2000 Student Athlete of the Year (Northwood University) and was a member of Who'sWho in College Students in North America in 2000.

Kelly and his wife Andrea reside in Redondo Beach with their daughter Emma.

SPEAKING FACULTY

“ENGAGING YOUR ORGANIZATION FOR ACTION AND RESULTS”

DIANE MAGERSCUSTOMER EXPERIENCE EXECUTIVEAT&T

Diane Magers has more than 20 years of building and growing CX focus. Diane’s demonstratedleadership abilities helps organizations design and execute strategies to drive customer obsessionwith targeted business results. Currently with AT&T’s Office of the Customer, she is building andexecuting programs to drive change in their culture, systematically embed CX, and strategicallydrive CX innovation.

In 2011, she founded Customer Experience Catalysts, a thought leadership and consultancypractice helping brands identify and optimize their opportunities to engage customers andassociates. Clients include VMWare, Honeywell, Blue Cross & Blue Shield and Align Technologies.She developed and led Customer Engagement, Customer Strategy and Business Transformationprojects at Sysco including omnichannel design for call center, sales interactions, website, anddigital platforms for product and business services. She brings nearly 25 years of experience incustomer experience and engagement, sales and marketing with complex organizational changemanagement for measurable business results.

Diane Magers holds an M.S. in Clinical Psychology and an MBA. She is a Certified CustomerExperience Professional (CCXP), and Promoter Score (NPS), Voice of Customer (VoC) andCustomer Experience Management (CEM) certified. Additional affiliations include CXPA (foundingmember), LUMA Institute, Board member for CXPA Certification and active volunteer for the AutismSociety of American, Leukemia and Lymphoma Society and the American Heart Association. Sheresides in Dallas with her family.

A little bit more personal me….Passionate CX professional and change agent. Sherpa for new and developing customerobsessed leaders. Thought leader and innovator for ways of engaging associates and customers.Spirited entrepreneur. Skilled in business benefits development and systematically embeddingCX into an organization. Believe that brands who win choose to focus on human and emotionalelements. Develops the hearts and minds of others. Firm executor in the ‘pay it forward’ model.Writer, speaker and artist.

Custome

eate P Cr

er

owerful

Simplicity for the busine

ConnectCloud Contact Cente

e

ionse r Softwar

htro Rich functionality f ess user

.

.five9.comw

Reliable and Scalable C

Copyright © 2013 Five9 Inc

•

Integrates with Leading •

Inbound, Outbound, a •

customer connections. M enterprise. All the featuSimplicity for the busine

m Cloud Platfor g CRM Solutions

oice nd Blended V

Make the move to the Five9 Cloudeate powerful es you need to cr r

ehtro. Rich functionality f ess user.

m

www

Cloud Platfor

.five9.comwCopyright © 2013 Five9, Inc.

eas or personalized,f

vice solution Self-ser

oss cacrintellige Custom

fective customer experien sy and ef

y people do – t work the wa ns tha

channels.eently deliver

mer service

nces

ed,

d

, bility

em

s

cing

ywhere. anytime,an

lt li d i di t

what they want – easy accessib

Give the eb. IVR, mobile and We

oss the power of self-service acr

embrac e s consumers aroday’To

esults

dinary customer dinary customer

esults.business rbusiness r

experiences and accelerated

y deliver extraordeliver extraor

Partner with us to self-service.

ed eferr-prof delivering customer

Nuance understands every asp

With decades of experience,

interact with you.

dless of how t egarexperience, r

notifications, and a consistent

oactive outbound service, pr

esults, personalized immediate r

d

pect

they

d

wwwNUA

0128

.nuance.com/go/CEXwTIONS, INANCE COMMUNICAT

14 NUCC2165

NC.

PANELS

PANEL DISCUSSION

“THE MODERN DAY CUSTOMER CARE AND CUSTOMER EXPERIENCE EXECUTIVE”

MODERATOR:ROBERT MONTANOHEAD OF CONSUMER & CUSTOMER CARE, BAYER CROPSCIENCEBAYER

PANELISTS:BRYANT KAMINAGAVICE PRESIDENT, CLIENT SUPPORT SERVICESVISA

Bryant Kaminaga currently serves as Vice President within the Client Support Organization at Visa.He leads a global operations organization that is directly responsible for business strategy,performance monitoring and improvement, and the product development of all tools for clientsupport and Sales teams. He brings over 15 years of experience, with direct leadership in ClientExperience, organizational design, self-service, CRM and back-office solutions, and extranets. Priorto joining Visa, Bryant worked as a senior consultant with KPMG, providing financial, audit andmanagement consulting services to a variety of clients within the Bay Area. Bryant has a Bachelorof Arts degree in Accounting from California Polytechnic State University, San Luis Obispo.

STEPHEN KEENEYVICE PRESIDENT CUSTOMER SOLUTIONS, GLOBAL QUALITYLAM RESEARCH CORP.

Stephen Keeney is vice president of Customer Experience, Global Quality at Lam Research. Inthis role, Dr. Keeney is responsible for ensuring Lam delivers on its customer commitments forproduct performance, service, and support. Before joining the company in 2014, Dr. Keeneyworked at GLOBALFOUNDRIES for three years as the director for Technology Development,Integration and Devices. During his 15-year tenure at Intel Corporation, he held various technicaland management roles in the areas of process technology development, product engineering, andquality and reliability engineering. He also spent three years as the chief operating officer of asemiconductor product design start-up. Dr. Keeney holds several patents in the fields of circuitdesign, flash memory architecture, and operation. He earned a B.E. degree from UniversityCollege Dublin, Ireland, and a Ph.D. in microelectronics from University College Cork, Ireland.

PANELS

GREGORY PALVICE PRESIDENT, MARKETING, STRATEGY & BUSINESS DEVELOPMENT, ENTERPRISEDIVISIONNUANCE COMMUNICATIONS

Gregory Pal is the Vice President of Marketing, Strategy & Business Development of the NuanceEnterprise Division, responsible for customer self-service solutions that are used by leadingorganizations around the world to automate and optimize customer care experiences – from thecontact center to the Web and mobile devices. Prior to joining Nuance, Mr. Pal held variousmarketing, strategy, and business development roles in a variety of industries, including network-based IVR services at Tellme Networks, renewable fuels and chemicals at LS9, and customerengagement solutions at Opower. Mr. Pal earned a Bachelor of Science degree in ComputerScience from the Massachusetts Institute of Technology and a Masters of Business Administrationfrom Harvard Business School.

LARRY ROBINSONSENIOR VICE PRESIDENT, PRODUCT MANAGEMENTSALESFORCE.COM

Larry Robinson leads salesforce.com’s Service Cloud Product Management team, focusing ongrowing 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 rolesin the software industry. In his role as Vice President, Service Cloud Product Management atSalesforce.com, he has grown the Service Cloud product from inception into the industry-leadingcustomer service application suite used by thousands of customers to optimize their customerservice operations and connect with their customers in a new and engaging way.

Prior to joining salesforce.com in 2004, Larry spent over 10 years at Oracle in a variety ofleadership roles in Product Management, Partner Service Consulting and Marketing applicationsdevelopment.

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

PANELS

GILLIAN WRIGHTVICE PRESIDENT, CUSTOMER SERVICESSOUTHERN CALIFORNIA GAS

Gillian Wright is vice president of customer services for Southern California Gas Company(SoCalGas).

In this role, Wright is responsible for all customer field and office activities, including the callcenters.

Previously, Wright was the director of customer programs and assistance where she wasresponsible for managing SoCalGas’ energy efficiency and low income customer assistanceprograms, representing a combined budget of more than $200 million annually.

She joined Sempra Energy in 1999 as a regulatory policy and analysis analyst. In 2002, she wasappointed director of California regulatory affairs for SoCalGas and SDG&E and then director ofenergy markets and capacity products for both utilities in 2005. In 2007, she became director ofcommercial and industrial services for SoCalGas.

Wright serves on the boards of the Los Angeles Business Council and California State UniversityFoundation.

She holds a master’s degree in public policy from the John F. Kennedy School of Government atHarvard University, and a bachelor’s degree in economics from Reed College.

PANELS

PANEL DISCUSSION

"BRIDGING THE GAP: THE COMPLETE CUSTOMER EXPERIENCE"

MODERATOR:DEB AFFONSAVICE PRESIDENT, CUSTOMER SERVICEPACIFIC GAS AND ELECTRIC COMPANY

Deborah T. Affonsa is vice president, Customer Service for Pacific Gas and Electric Company.She is responsible for the company’s contact center operations, local customer service offices,business customer account management and demand side management sales, relations withthird party energy service providers, customer education for PG&E’s most impactful work andinitiatives, and escalated customer relations, and for the Customer Care organization.

Her previous role at Pacific Gas and Electric Company was Vice President, Corporate Strategy,reporting to the president. In this role, Affonsa was responsible for driving development andimplementation of a detailed, integrated, cross-functional 5 year forward -looking plan for achievingand maintaining the company’s vision of becoming the leading utility in the United States. Shealso identified emerging trends in the utility industry, recognizing interdependencies, potentialsynergies and conflicts to assist senior management in prioritizing and making decisions. Shealso managed the company’s benchmarking and continuous improvement efforts.

Prior to joining Pacific Gas and Electric Company, Affonsa held the position of Senior Director,Corporate Strategy and Development, for its holding company, PG&E Corporation. There she wasresponsible for evaluating potential new business opportunities, managing the corporate-widestrategic planning process and leading teams in the evaluation and development of Utilitystrategies around key issues (Smart Grid, PV, etc.).

Affonsa has additional experience in the utility industry, serving as Vice President, Sales andMarketing, for Community Energy, Inc., a privately held, start-up, wind energy company. In thatrole, she established the strategic sales plan, including revenue, earnings and market share goalsboth regionally and nationally, as well as developing the internal processes and procedures forrunning a start-up. Affonsa was also Vice President, Sales and Marketing, for Marlin LeasingCorporation, where she developed strategic sales initiatives and oversaw the realignment andrestructuring of the National Account’s sales team.

Prior to that, Affonsa was Chief Operating Officer and Director, New Business Development, forMarketing Crossroads, Inc.; Director, Strategic Planning, for Exelon Corporation; and VicePresident and Director, Sales, for Exelon Energy.

Affonsa holds a Bachelor of Science in Business Administration from Villanova University and aMasters in Organizational Dynamics from the University of Pennsylvania. She also successfullyparticipated in the Harvard Business School’s Advanced Management Program in 2000.

PANELS

PANELISTS:ANDREW DIGGDON VP, CUSTOMER EXPERIENCE – DIGITAL CHANNELSBANK OF THE WEST

Over the last three years Andrew has led the evolution of the digital Customer Experienceorganization at Bank of the West moving from an outsourced design model to building an internalUX and Customer Research team. Andrew holds responsibility for UX, qualitative and quantitativeCustomer Research, Voice of Customer and Market Intelligence.

Over the last three years he has overseen the re-design of the Sales, Online banking and Mobilebanking experiences. Prior to Bank of the West over a seven year period Andrew held a variety ofroles at Wells Fargo including product leadership for account management and PFM experienceswhere his team developed a pipeline of PFM patented and patent pending concepts. Andrew alsoworked on digital and multi-channel banking strategy and led customer experience strategy andvisioning initiatives.

A former management consultant Andrew has worked at Edgar Dunn & Company,PricewaterhouseCoopers and Cambridge Technology Partners. Andrew holds an MBA from UCBerkeley’s Haas School of Business and a BA from Brown University.

REBECCA LOEVENGURTHVICE PRESIDENT, CUSTOMER OPERATIONSWESTERN UNION

As Vice President of Operations Service Delivery, Rebecca Loevenguth leads several key globaloperations functions including leadership for the USA consumer protection program.

Rebecca is responsible for connecting end-to-end execution requirements across Western Unionfunctions, regions and customer touch-points for successful market delivery. She also leadsdirection and management of global business requirements for all new products, services, andfeatures including alignment and coordination with global stakeholders to ensure a positiveresulting Western Union customer and Agent experience.

In addition, Rebecca is responsible for the Global Customer Insights program, providing real-timevoice of customer data to the organization and leading improvement execution and measurement.She oversees Western Union's global enterprise messaging practice (email and SMS) and digitalself-service capabilities to drive improved customer experience and create efficiencies. Finally,Rebecca leads global User Acceptance Testing (UAT) discipline and execution to ensure allcustomer and agent facing changes ready for market.

Rebecca reports to David Thompson, Western Union Chief Information Officer and EVP of GlobalOperations.

PANELS

LIZ OSBORNVICE PRESIDENT OF PRODUCT AND SOLUTION MARKETINGFIVE9

Liz Osborn is the Vice President of Product and Solutions Marketing for cloud contact centersoftware leader Five9. With more than 20 years in the technology industry, Liz is an expert inenterprise software and networking. Prior to Five9, Liz was the senior director of product marketingat Genesys where she helped guide strategic product direction and led product-marketing efforts.Liz has deep knowledge of the contact center and customer service markets including expertisein cloud contact center platforms; voice self-service, performance management, analytics andreporting, customer experience, telemarketing, IP/SIP and the cloud. Liz has also held productand marketing leadership roles at Macromedia and Lucent.

BELINDA SIMMONSSOLUTIONS CONSULTANTMEDALLIA

Belinda is the Customer Experience Solutions Director at Medallia. In that role, she supportscompanies across multiple verticals to drive customer centricity and create positive businessoutcomes.

She has more than 25 years of experience in call center operations and program management.Prior to joining Medallia, Belinda worked as a project manager consultant supporting enterprise-wide initiatives for companies like American Express and E-telecare. Those initiatives resulted inreduced expenses, operational efficiencies, and increased revenue opportunities.

Before working as a consultant, Belinda spent 20 years in various leadership positions at AmericanExpress, Inc. She managed the Telecommunications Department, which encompassed seven callcenters and 21 travel service offices, and implemented solutions to improve business processes,drive efficiencies, and optimize technology. She was responsible for determining how newtechnology could bring about savings and benefits for the organization, using a methodologicalprocess to ensure that outcomes could be measured and tracked. In each case, she droveexceptional business benefits and growth by overdelivering for customers. Her favorite sayingsare "Failure to plan is planning to fail" and "Begin with the end in mind."

She resides in Phoenix with her husband, Chris, and their daughter, Kristina, and son, Derrik. Inher spare time, she volunteers for numerous charitable organizations and enjoys biking, hiking,and running in beautiful Arizona. Belinda holds a BS from the University of Maryland.

PANELS

PANEL DISCUSSION

“BUILDING A CUSTOMER-CENTRIC CULTURE”

MODERATOR:JULIETTE MARTINEZHEAD OF CUSTOMER STRATEGIESAMERICAN HEART ASSOCIATION

PANELISTS:WENDI MILLERHEAD OF CUSTOMER INSIGHTSTIAA-CREF

PANELS

SARAH SIMONSENIOR SOLUTIONS CONSULTANTCONFIRMIT

Sarah is a career insights professional with 18 years of experience in the business intelligenceindustry.

Specialties include VoC architecture, service mapping, developing linkages to businessperformance, reduction of customer defection, results analysis and communication, with expertsurvey design skills. Sarah’s passion is operationalizing Voice of Customer insights to driveCustomer Experience optimization.

Currently, she serves as a Senior Solutions Consultant at Confirmit, where she uses in-depthneeds analysis to architect new feedback initiatives from scratch, and runs diagnostics on existingprograms to optimize structure and function to yield business insight.

Prior to joining Confirmit, Sarah served as Manager Program Design at Allegiance, where sheused a consultative approach to understand and map client requirements in order to blueprint aVoC (CX, VoE, Partner, Research, etc.) program meeting unique business needs. Working forCustomerSat she managed several strategic client accounts as a research consultant. Beforejoining CustomerSat, she was a senior project manager at boutique market research consultancyTechFocus Research. Sarah was the client-side researcher for more than three years at softwaresolutions provider FrontRange Solutions and also worked for web-survey pioneer IntelliQuest asa research analyst.

Sarah is a frequent contributor to industry thought leadership and blogs and more can be learnedabout her at:

LinkedIn: www.linkedin.com/in/sarahasimon/•Twitter: https://twitter.com/VOCMountaineer•GooglePlus: https://plus.google.com/110653661368462154889/posts/p/pub•

She holds the following degrees:BA from Saint Louis University•MA from Xavier University•

PANELS

BOB SULLEBARGERSENIOR VICE PRESIDENT OF SALES ENABLEMENTINTERACTIONS

Bob Sullebarger is SVP of Sales Operations at Interactions. Interactions provides transformational,channel independent natural language Virtual Assistant solutions to Fortune 500 contact centersfor the automation of customer care, in both speech and text. Unlike conventional automatedsystems, the company’s Adaptive Understanding platform enables near flawless performance byleveraging a combination of speech recognition, NLP and human assisted understanding.

Bob has more than 20 years of product management, sales and marketing experience spanningcontact center, security and compliance, and data networking solutions. Prior to Interactions, Bobwas SVP of Sales & Marketing at Callminer, a major provider of speech analytics solutions.

He holds a BS in Mechanical Engineering from Lehigh University, and an MBA in Internationalbusiness from The Cass Business School in London.

and br

tion to drive bations and collabor nversa

voice in the e oftisfaction and shard sa

nline communities.

conage rich content,everL

ecedente unpre,mindshar

x on Jive-etplace with mark

e ompanies worldwide arC

customers and millions of

visit e,arn moro leTTo le

oduce.com/prtwarjivesofftwar

ter engage and serv x to bet Jive-e using

esults.thtaking raetners - with br par

xcts-solutions/jive-

ve

oduce.com/prtwarjivesofftwar

cts solutions/jive

under [

]stand me

under [

]stand me

C

i i i

com. tomer engagement

ngagement. differences

xpect. y e he e – their needs,

orldwide.ed Werint Systems Inc. All Rights Reserv© 2015 V Verint Systems Inc. All Rights Reserv

engagxpe eer delivjust ’t Don

Customer engagement op

ge.eriences.

timization

erint.cv..vwwww.optimization, visit or more information about cus F

er truly personalized engagement.and deliver those dvou uncoe can help yW

y communicate, what thhow theour customers is uniqu Each of y

Site

e tours starting n

now…

Site tours s

vice and contact Customer ser– see the difference

, vice partner r, it’When it comes to finding the right customer ser

ill t i t t l h ld b d i W

starting n

center solutions . today

p

s all about cultural alignment. it’

e? And will they take care of

we aspire to be your brand

h our spirited teamwork and

ions in Central America or Europe.

ill your outsourcing partner truly up W

ving your customers? the agents ser rving your customers? At TELUS International, we aspire to be your brand

ambassador and to redefine the out

caring culture.

ake a quick See for yourself! T Take a quick virtua

s different here at TELUS InternatioIt’

telusinternational.com

phold your brand promise

? At TELUS International, w

y through tsourcing industr ry through our spirited teamwork and

r of our operat al site tour

onal.

a, Asia, Europe

North America, Central America

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

Putting the Contact Center at the Center of the Customer ExperienceToday’s consumers own the conversation, choosing when, where and how they communicate.The emergence of dynamic, web-based and very public consumer communication channels isthrusting the contact center into the leadership role for delivering an excellent experience tothese 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-waycommunications across phone, chat, email, IM, SMS and social channels. You can make themost of unified communications and collaboration platforms such as Microsoft SharePoint,Dynamics CRM and Lync by uniting your contact center with these enterprise technologies formore informed, effective customer interactions.

Wherever you’re looking to remove communication and workflow barriers or automate moreproductive business processes, Aspect solutions allow you to build on your existing customercontact, 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

PARTNERS

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

Leading organizations around the globe rely on Confirmit to transform customer feedback intobetter business results. Our Professional Services and Consulting team provides expertassistance in designing effective Voice of the Customer programs, helping clients significantlyimpact business performance for more than a decade. We help you measure the Voice of theCustomer, identify the key drivers of satisfaction and loyalty, analyze how well your enterprise isperforming, and pinpoint improvement opportunities in your people, systems and processes toenhance the customer experience.

PTP collaborates with leading businesses to develop and implement customer experiencesolutions that transform how you engage your customer. By pairing decades of industry experiencewith a technology agnostic approach, PTP stays connected to your business drivers while enablinga 360° view of the customer. PTP optimizes technology and business processes to breakdownsilos and build customer connections through seamless, end-to-end, omni-channel communicationto obtain the results you want: increased customer loyalty and satisfaction across marketing, salesand 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

PANEL PARTNERS

THOUGHT LEADERSHIP SPOTLIGHT PARTNERS

PARTNERS

Interactions Corporation develops and markets award-winning natural language understandingtechnology 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 innatural speech recognition and built to adapt to human conversation, Interactions’ solutions havedelivered cost-savings and increased efficiencies in sales and support for some of the largestcompanies in the world. Interactions Corporation, founded in 2004, is headquartered in Franklin,Massachusetts and has additional offices located in Indianapolis, Indiana and Austin, Texas.

Five9 is a leading provider of cloud contact center software, bringing the power of the cloud tothousands 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 helporganizations of every size transition from premise-based software to the cloud. With its extensiveexpertise, technology, and ecosystem of partners, Five9 delivers secure, reliable, scalable cloudcontact center software to help businesses create exceptional customer experiences, increaseagent productivity and deliver tangible results. For more information visit www.five9.com.

PANEL PARTNERS

PARTNERS

Medallia builds customer feedback technology that drives action. Our solution integrates everyfeedback channel—from surveys to call center to social media—in one coordinated reportingplatform. It automatically translates the volume and chaos of feedback into clear, prescriptiveaction. 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 andsocial, with continued emphasis on action. We optimize surveys for mobile devices and provide anative app to report all feedback to your people via their smartphones. Similarly, we can help youtie social feedback to individual locations and departments, driving accountability and responsesthat strengthen your public reputation.

Patented analytics identify patterns in data in seconds and help inform product and servicepriorities. Native text analytics breaks down millions of open text responses in seconds to identifyemerging themes and their sources. And whenever there’s an issue, our solution sends an alertto 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 establishedan unparalleled track record. Clients include the world’s largest and most respected brandsspanning 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 andhelping organizations around the world deliver intelligent self-service solutions that adapt to theneeds of people instead of the other way around. Using natural language understanding, speechrecognition and conversational technologies, Nuance solutions simplify the way customers getwhat they need. Whether via voice, Web or mobile, our intelligent self-service solutions areavailable how, when and where customers want to engage.

PANEL PARTNERS

PARTNERS

WinWire Technologies is a specialized IT solutions company focused on “Making InformationActionable” for businesses. We help business and technology leaders achieve an “on-the-go”business environment using pre-built analytic solution accelerators and cross-platform mobiletechnologies. WinWire utilizes its deep Mobile, Big Data and Custom Application Developmentlegacy along with CRM Advisory expertise to transform the Digital Customer Experience (DCE)for its customers. WinWire Digital Customer Experience Practice utilizes Salesforce.com andMicrosoft Dynamics CRM as the enabling solution.

WinWire is at the forefront of the mobility revolution, focused on mobile-enabling businessapplications using native HTML5, Mobile Enterprise Application Platform (MEAP), and cloud as aback-end (MBaaS) technologies. In addition, as an elite Microsoft Managed Partner, our globalbusiness has been built over the years by helping business customers realize their business goals.By using platforms such as SharePoint, SQL Server, Office365, as well as custom-built solutionson Azure and .NET programming framework, our clients have succeeded in reaching theirbusiness goals.

Founded in 1999, salesforce.com is the enterprise cloud computing leader. Using salesforce.com’ssocial and mobile cloud technologies, companies can connect with customers, partners andemployees 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 andrevolutionize 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

PANEL PARTNERS

PARTNERS

Verint® is a global leader in Actionable Intelligence® solutions and services. Our solution portfolioincludes customer engagement optimization software and services that help organizationseffectively manage the increasingly complex demands of customers, omnichannel sales andservice, and evolving business and industry requirements.

Capitalizing on solutions from KANA®, part of Verint, our customer engagement optimizationsoftware and services help organizations enrich customer interactions, improve enterprisebusiness processes, and optimize their workforces to make interactions more engaging,contextual, personalized, and secure while providing employees with information for deliveringservice more effectively.

From interactions in contact centers, branch offices, and marketing and customer care to theunderlying back-office processes for service delivery, Verint solutions provide visibility intoperformance, operations, and customer intelligence across the enterprise. Today, more than10,000 organizations in over 180 countries, including over 80 percent of the Fortune 100, useVerint solutions to improve enterprise performance and make the world a safer place. Learn moreat www.verint.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 productsenable people and organizations to work better together, using technology that adapts to theirway – not the other way. The world's best companies depend on Jive to unleash the ideas andimpact of their employees, partners and customers.

With locations throughout North America, Central America, Asia and Europe, TELUS Internationaldelivers contact center outsourcing and BPO solutions to some of the world’s top brands. Backedby TELUS, our $12 billion Canadian telco parent, our team members are passionate aboutsustaining our thriving contact center culture founded upon our value proposition to enablecustomer experience innovation through spirited teamwork, agile thinking, and a caring culturethat puts customers first.

SENIOR SUPPORTER PARTNERS

SUPPORTER PARTNER

feedbaCk

HoW areWe doing?

Please submit feedback(the good, the bad and the ugly!) to:

All feedback goes directly to the office of the CEO where it is reviewed and acted upon

to improve your experience.

feedback@argyleforum.com

Stay ConneCted

If you are interested in contributing to Argyle’s content platform – Argyle Journal

Please e-mail: contributors@argyleforum.com

Join our LinkedIn Group by scanning the below QR code:

reCommendaTions

If you are interested in recommending a speaker for a future forum,

please email:

speakers@argyleforum.com

If you are interested in recommending a member for a future forum,

please email:

referrals@argyleforum.com

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