7:30am – 8:25am

Breakfast & Registration

8:25am – 8:30am

Argyle Executive Forum Opening Remarks

8:30am – 9:00 am 

Microsoft Opening Remarks

“Extending Your Customer Connections”

Ilya Bukshteyn
Senior Director, Marketing
Microsoft Speech Group

*This session is off the record

9:05am – 9:45am
Panel Discussion 

“Market Driven Leadership”

Session topics include, but are not limited to:

• What does the future hold for the customer care industry? 
• How is the role of the customer care leader evolving?
• What are the primary technologies and trends that have emerged in 2010 and what can we expect for 2011?
• How are social media outlets changing the customer experience and creating a modern day contact center?

Moderator:
Marc Tamres
Director Product Planning, Customer Care
Microsoft Speech Group

Panelists:
Jerry Adriano
VP Customer Experience
Sprint Nextel Corporation

Imani Breaker
VP Customer Care
Time Warner Cable

Vicky Stennes
VP Inflight Experience
JetBlue Airways

Patty VanLammeren
Chief Customer Experience Officer
Allstate Insurance Company 

9:45am – 10:15am

Coffee Break

10:15am – 10:55am
Panel Discussion

“Customer Centricity”

Session topics include, but are not limited to:

• How do you bring customer centricity into your strategy?
• If you were to design a contact center from the end-customer’s point of view, where would you start and what would a customer-centric center look like?
• What relationships and alliances do you need to build? And where would IT fit?
• What pitfalls do you need to avoid?
• What are some of the proven practices to incorporate customer comments into employees' day to day actions?

Moderator:
Jay Emmons
Chief Customer Officer
Voxify

Panelists:
Paul Everett
SVP Customer Service
Ceridian Corporation

Steve Hain
VP Customer Care
Weight Watchers

Jay Topper
SVP Customer Success
Rosetta Stone Inc. 

11:00am – 11:40am
Panel Discussion 

“Understanding and Enabling Success”

Session topics include, but are not limited to:

• What are the key business impacts and customer outcomes that need to be determined and can they be measured?
• How many of these are within the discretion of the ‘contact center’ to directly impact and who else do you need to partner with?
• What current metrics are valuable and which are mis-leading in understanding ROI and customer economics?
• What fundamental focus areas are required to create a contact center investment roadmap for the future which will improve the bottom line of the organization?
• Does your organization still view your contact center as a cost center?

Moderator:
Marc Tamres
Director Product Planning, Customer Care
Microsoft Speech Group

Panelists:
Randall Brandt
VP Customer Experience & Loyalty
Maritz Inc.

Georgia Eddleman
VP Customer Care
ADT Security Services

Rob Solomon
EVP Operations
HSN

Amas Tenumah
Vice President Operations
Teleflora
11:40am – 11:45am

Argyle Executive Forum Closing Remarks