Why You Should Attend!



Join Argyle Executive Forum as we bring together leading senior customer experience, care, support & service executives for our annual Customer Experience Forum in San Francisco. Speakers will hone in on a myriad of valuable, actionable takeaways as we dive into the most pressing challenges that CX executives are grappling with, the latest takeaways from innovative customer-centric strategies, as well as new angles to communicate the needs of the customer across the C-suite. The day will consist of alternating content sessions and valuable networking time with your peers in the region, including Chief Customer and Experience Officers, as well as VPs, heads and directors of customer experience, customer care, support & service. Additional key topics we’ll explore include:

  • Cost-effective strategies to address the needs of the increasingly demanding customer
  • Creating seamless experiences across the entire customer journey, including pre-sales, service and technical support interactions
  • Utilizing automated analytics, cross-channel support, contact rate, and performance support data
  • Empowering agents to deliver fast, efficient, and frictionless service
  • Incorporating tactics to draw in/retain millennial customers
  • Evaluating technological needs and revamping outdated call center platforms

 

The need to address these climbing expectations is all the more difficult in today’s competitive, budget-tight marketplace. This Forum will help you gain actionable insights on the biggest challenges facing the customer experience sector today, while also illuminating valuable opportunities to take advantage of. Our VP and C-level speaking faculty is carefully assembled from the nation’s leading brands and disruptors, and they will share their candid insights on both their successes and their top challenges. 

This event will feature insights from top executives, including:

Speaker
Jonathan Alloy Vice President, Wholesale Banking Product Management
Wells Fargo
View Bio »
Speaker
Melanie Arens Vice President and Head of Physical Channels Design
Wells Fargo
View Bio »
Speaker
Todd Barnum Chief Information Security Officer (CISO)
GoPro Inc
View Bio »
Speaker
Melissa Felder Chief Revenue and Marketing Officer
California Academy of Sciences
View Bio »
Speaker
Marie Floyd Senior Vice President, Digital Customer Experience
Wells Fargo & Company
View Bio »
Speaker
Tania Goldszmidt Vice President of Customer Success and Digital Transformation
General Electric
View Bio »
Speaker
Jenna Hammer Vice President, User Research Manager
Wells Fargo
View Bio »
Speaker
Kelly Hendricks Area Vice President, Global Customer Service
Verizon
View Bio »
Speaker
Rohini Jatkar Director Integrated Marketing
Essex Property Trust
View Bio »
Speaker
Stephen Keeney Vice President Customer Experience, Global Quality
LAM Research Corp.
View Bio »
Speaker
Abhay Prasad Senior Director, Cloud Solutions
Aspect
View Bio »
Speaker
Ben Rose Head of Analytics
Pandora
View Bio »
Speaker
JP Saunders Senior Director of Solution Strategy
Oracle
View Bio »
Speaker
Chris Savio Senior Product Manager, Customer Engagement & Support
LogMeIn
View Bio »
Speaker
Heather Simon Head of Service Design
Autodesk
View Bio »
Speaker
Jonathan Worrall Head of eCommerce Operations
VSP Global
View Bio »
  • 8:00am – 9:00am Breakfast
  • 9:00am – 9:05am Argyle Executive Forum Opening Remarks
  • 9:05am – 9:45am Fireside Chat: "Customers Included: Using personas to keep customer needs top-of-mind"
    read more »

    Wells Fargo uses personas, a customer model based on deep primary research, to keep consumers' needs, attitudes, and behaviors at the forefront while designing products and services. ‎We will discuss how we've encouraged persona adoption and use at various levels of the organization, how they support customer-centric decision making, and lessons learned along the way.

    Featuring:
    Marie Floyd
    Senior Vice President, Digital Customer Experience
    Wells Fargo & Company

    Jenna Hammer
    Vice President, User Research Manager
    Wells Fargo

    *Please note this session is off the recordl

  • 9:50am – 10:10am Thought Leadership Spotlight: "The Oracle Roadmap to Modern Customer Service"
    read more »

    Exceptional Customer Service has always been important, but it’s never been more difficult to achieve. In the last few years there has been a tremendous shift in the perception of the role of customer service departments from a necessary operational cost center, into something much more strategically important, the face of the organization. Now organizations are turning to business leaders like you to fully optimize their strategies across the complete journey of digitally empowered customer. The mandate is clear: fully engage with your increasingly mobile, connected customers, using more relevant, personalized experiences to ultimately create more loyal, profitable relationships. But the question remains… HOW? This session will introduce you to a maturity model which provides the incremental steps for how to evolve your Customer Service into a Modern Strategic Customer Experience partner for your business.

    JP Saunders
    Senior Director, Strategy
    Oracle

    *Please note this session is off the record

  • 10:10am – 10:30am Coffee Break
  • 10:30am – 10:50am Thought Leadership Spotlight: "Delivering Seamless Customer Engagement & Support in a Connected World"
    read more »

    Exceptional Customer Experience has always been important, but it’s never been more difficult to achieve. A great customer experience creates differentiation, drives repeat purchases and revenue growth. In today’s digital economy, every moment is an opportunity to engage and create a truly memorable experience. Yet businesses struggle to create consistent experiences due to the proliferation of channels and devices, multiple systems and data sources spread across functional groups. Technology is the key to breaking down the traditional silos and uniting data across disparate systems to ultimately deliver on today's expectations. 

    Discussion topics will include, but are not limited to:

    • Creating seamless experiences across channels and devices through any stage in customer journey channels 
    • Using contextually relevant data to create truly personalized experiences 
    • Empowering agents to deliver fast, efficient, and frictionless service

    Chris Savio
    Senior Product Manager, Customer Engagement & Support
    LogMeIn

  • 10:55am – 11:40am Panel Discussion: "Achieving a Seamless Experience"
    read more »

    Session topics include, but are not limited to:
    • Creating an omni-channel experience that significantly improves customer engagement 
    • Developing a comprehensive digital transformation strategy for the Customer Care Center 
    • Using contextually relevant data to create truly personalized customer experiences 
    • Taking advantage of new CX technology in your Customer Care Center 
    • Empowering your front line employees to deliver world-class experiences in an Omni-channel environment 
    • Building success metrics that demonstrate ROI to the executive team

    Moderator:
    Melissa Felder
    Chief Revenue and Marketing Officer 
    California Academy of Sciences

    Panelists:
    Melanie Arens
    Vice President and Head of Physical Channels Design
    Wells Fargo

    Kelly Hendricks
    Area Vice President, Global Customer Service
    Verizon 

    Rohini Jatkar
    Director Integrated Marketing 
    Essex Property Trust

    Stephen Keeney
    Vice President Customer Experience, Global Quality
    LAM Research Corp.

  • 11:40am – 12:00pm Coffee Break
  • 12:00pm – 12:20pm Thought Leadership Spotlight: "Consumer Engagement 20/20"
    read more »

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

    Abhay Prasad
    Senior Director, Cloud Solutions
    Aspect

  • 12:25pm – 1:00pm Keynote Presentation: "Don’t Let a Data Breach Ruin Your Customers’ Day"
    read more »

    Data breaches have become commonplace: not a week passes by that another major company has made headline news for compromised data. The bad news is that data breaches are inevitable. But the good news is that you can take actions as a Customer Experience Executive to reduce the likelihood of a breach. This session will cover a few simple steps you can follow to avoid being “easy pickings” for malicious hackers.    

    Todd Barnum
    Chief Information Security Officer (CISO)
    GoPro

  • 1:00pm – 2:00pm Lunch
  • 2:00pm – 2:45pm Panel Discussion: “Data’s Growing Role in Deepening Knowledge About Customer Insights”
    read more »

    Session topics include, but are not limited to:
    • Translating data into actionable consumer insights and better decision making
    • Tactics for discovering, segmenting, targeting and engaging consumers
    • Best practices for prioritizing and governing investments in data analytics and insight generation
    • Staying ahead of the competition and trends as they’re emerging with real time data
    • Measuring results and demonstrating ROI in the new digital context

    Moderator:
    Jonathan Alloy
    Vice President, Wholesale Banking Product Management 
    Wells Fargo 

    Panelists:
    Tania Goldszmidt
    Vice President of Customer Success and Digital Transformation 
    General Electric

    Ben Rose
    Head of Analytics 
    Pandora

    Heather Simon
    Head of Service Design
    Autodesk

  • 2:45pm – 3:00pm Coffee Break
  • 3:00pm – 3:35pm Fireside Chat: "Hold the Phone! Maximizing Customer Connections through your Call Center"
    read more »

    Jonathan Worrall
    Head of eCommerce Operations
    VSP Global

    Interviewed by:
    Jonathan Alloy
    Vice President, Wholesale Banking Product Management 
    Wells Fargo  

  • 3:35pm – 3:40pm Argyle Executive Forum Closing Remarks
  • 3:40pm – 4:40pm Closing Reception

What will be discussed? Explore CX hot topics and challenge areas such as:
 

Omnichannel CX

Is your customer experience across channels as seamless and as consistent as it should be? Evaluate where you are now and find out what your organization could be doing better. Our speakers will discuss:

  • Driving customer engagement through consistency in branding
  • Utilizing mobile as a tool to gather feedback for analysis and engagement
  • Measuring the success of a positive customer experience
  • Leveraging the call center in omnichannel strategy

The customer-centric culture

Evaluate what is most important to today's customer, and learn how to build your business strategy around these desires. Discuss ways to strengthen the everyday customer service model and get briefed on:

  • Creating a customer-centric enterprise
  • Aligning the organizational culture to exceed customer expectations
  • Incentivizing employees to deliver great customer experiences
  • Acquiring and retaining customers and the question of profitability

Connectivity through social media

Explore how social media is used to engage with customers in today's global marketplace. Talk about the ways to drive meaningful, personalized interactions between your brand and consumers. Hear discussions on:

  • Delivering content that actively engages
  • Monitoring online customer feedback and the importance of this dialogue
  • Developing a formalized social road map and where to start
  • Diving into social data to track behavior and increase sales

Data and CX

Big data and the tools to harness it have changed the way business goals and processes are defined. Talk about how this affects all areas of the executive agenda, from training and development to hiring. Learn about:

  • Building a data driven customer care team
  • Providing employees and new hires with technical training and skills
  • Capitalizing on the large amounts of consumer data available today
  • Identifying revenue boosting opportunities using analytics

Still have questions? We have answers.

I want to attend, but what if I'm unsure of my schedule and need to cancel my participation?

Just let us know. We understand that schedules change! However, we always have a waiting list for this event, and if you don't cancel, we will assume you are still attending and your spot will go unused. If you must, cancel at least 48 hours prior to the event to make room for others!

What if I can't be OOO for a whole day, or need to come late?

We have wifi and private rooms available for attendees to take calls and spend some quiet time on emails, as well as access to printing. Have a morning meeting you can't miss? No problem. This event was designed for busy executives - we get it.

I'd like to bring some colleagues. Do I need to register them online?

Events are more fun with friends, and we'd be happy to host your team. You can have them register online, or send us their names, titles and email addresses and we will take care of it for you!

I don't see the event venue listed. Where will the meeting be held?

To maintain exclusivity, we don't release the venue address until the registration process has been completed. All logistical details will be shared once you have requested a pass and been approved.

The "2016 Customer Experience Leadership Forum in San Francisco"
is proudly sponsored by:

Traveling for the event? Stay at one of our recommended hotels nearby:

Please note the below is the preferred hotel of Argyle Executive Forum. Please specify that you are part of the Argyle group when booking sleeping rooms in order to receive a discounted rate of $279.00 per night, taxes not included. In order to receive this rate, please book your room no later than November 14, 2016.

Venue

San Francisco Marriott Union Square


480 Sutter Street
San Francisco, CA 94108
Telephone: (866) 912-0973
Website