Why You Should Attend!



Over the past five years, corporations have become painfully aware that customer experiences define not only brand loyalty, but profitability. To explore the growing importance of customer experiences, Argyle Executive Forum is bringing together leading executives for our annual CX Forum in Dallas. Throughout a full day of content and networking, we will focus on the most pressing issues that customer experience professionals are facing in 2017, with an agenda geared specifically towards Chief Customer, Customer Experience, and User Experience Officers, as well as VPs and Directors of customer experience, customer care, support and service in a leadership role. Key topics we’ll explore include:

  • Evaluating emerging capabilities to revamp outdated call centers
  • Leveraging self-service to address the needs of the increasingly demanding customer
  • Driving personalized interactions and brand loyalty through mobile and social platforms
  • Exploring how CX executives can effectively guide their organization towards customer-centricity
  • 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 to better understand the organization


Our keynote presentations, fireside chats, panel sessions, and networking breaks will enable candid discussions with your peers focused on these topics and more. Speakers at our 2016 Dallas Forum included Dana Dillard, EVP, Chief Customer Officer at Nationstar Mortgage; Dana Hyatt, VP, Customer Experience at Thomson Reuters; Brenda Kerrick, VP, Product Management and Customer Experience at Ambit Energy; Nicole Rafferty, VP for Customer Experience at AT&T; Sara Terry, VP Resident & Family Engagement at Brookdale Senior Living; and more.

We look forward to bringing together another fantastic faculty in 2017, and to hosting you alongside our community of Fortune 500 CX leaders hailing from the heart of Texas and beyond!

This event will feature insights from top executives, including:

If you'd like to recommend a speaker, please email Tess Bradley-Jones at tbjones@argyleforum.com.

Speaker
Ahmed Ayad Head of Customer Satisfaction and Service Optimization
Blue Cross & Blue Shield Association
View Bio »
Speaker
Anna-Marie Baumhoefner Director of Visual Merchandising
CosmoProf Beauty
View Bio »
Speaker
Michelle Brigman Head of Customer Listening and Engagement
Citi
View Bio »
Speaker
Lindsey Harris Director Marketing & Customer Loyalty
Comfort Systems
View Bio »
Speaker
Diana Helfinstine Vice President, Customer Experience
Essilor of America
View Bio »
Speaker
Jamie Kapper Head of Global Talent Strategies, Global Talent Acquisition
Ericsson
View Bio »
Speaker
Marian Karam Digital Marketing Manager
BBVA Compass
View Bio »
Speaker
Sativa Leach Bowen Senio Vice President, Marketing and Retail Operations
Citi
View Bio »
Speaker
Larry Lundy Vice President Corporate Relations
Make-A-Wish North Texas
View Bio »
Speaker
Sarah Simon Director, VOC Consulting, Americas
Confirmit
View Bio »
Speaker
Paul Turner Head of Event Operations & Security
Dallas Cowboys
View Bio »
Speaker
Alon Waks Vice President of Segment and Solution Marketing
8x8
View Bio »
  • 8:00am-9:00am Breakfast
  • 9:00am-9:05am Argyle Executive Forum Opening Remarks
  • 9:05am-9:40am Keynote Presentation: "Enriching the Fan Experience through Technology, the AT&T Stadium Story"
    read more »

    Join Paul Turner, Head of Event Operations & Security at the AT& T Stadium and hear how the Cowboys and the AT&T Stadium have applied technology advancements to enhance the attendee experience! Learn about how tech has improved facilities, the use of mobile technology, sales and operations to deliver a compelling and unique customer experience for guests attending events at AT&T Stadium.

    Paul Turner
    Head of Event Operations & Security
    Dallas Cowboys

  • 9:40am-10:00am Coffee Break
  • 10:00am-10:50am Panel Discussion: “The Modern Day Customer Care and Customer Experience Executive”
    read more »

    Session topics include, but are not limited to: 

    • Top challenges that the evolution of the customer has presented
      • New Trends, Millennials and how to reach a younger customer
    • Creating a customer-centric company; the importance of customer experience and what that means for the brand 
      • Top priorities when it comes to your brand and customer service
    • Dealing with resource constraints and the impact of investment in CX initiatives.
    • Collaborating with other departments across the C-suite
    • Changes in the CX executives role in 2017


    Moderator:
    Larry Lundy
    Vice President Coprorate Relations
    Make-A-Wish Foundtation of North Texas

    Panelists:
    Anna-Marie Baumhoefner
    Director of Visual Merchandising
    CosmoProf Beauty

    Lindsey Harris,
    Director Marketing & Customer Loyalty
    Comfort Systems

    Alon Waks
    Vice President of Segment and Solution Marketing
    8X8

  • 10:50am-11:15am Coffee Break
  • 11:15am-12:05pm Panel Discussion: "Customer Experience Lessons Learned: The Good, the Bad, and Everything in Between"
    read more »

    Session topics include, but are not limited to:

    • Empowering frontline agents to deliver fast, efficient, and frictionless service to improve the customer experience
    • Challenges in implementing new initiatives
    • Best practices for understanding customer attitudes, behaviors and processes
    • Best practices for delivering content via numerous channels simultaneously
    • How to avoid a fragmented experience
    • Bridging the gap between online and offline customer interactions, to develop a content delivery strategy that works across multiple channels
    • Staying ahead of the competition and trends as they’re emerging with real time data

    Moderator:
    Ahmed Ayad
    Head of Customer Satisfaction and Service Optimization 
    Blue Cross & Blue Shield of North Carolina

    Panelists:

    Diana Helfinsteine,
    Vice President, Customer Experience,
    Essilor Laboratories of America

    Marian Karam
    Digital Marketing Manager
    BBVA Compass

    Sativa Leach Bowen
    Senior Vice President, Marketing and Retail Operations
    Citigroup

    Sarah Simon, 
    Director VOC Consulting, Americas 
    Confirmit

  • 12:05pm-1:05pm Lunch
  • 1:05pm-1:40pm Keynote Presentation: "The Power of Listening to Deliver Meaningful Real Time Action"
    read more »

    We have all heard about the power of listening, but whether talking about people or Brands, few of us do this well.  To inspire customer loyalty, we must start listening and acting on those insights.

    Michelle Brigman
    Head of Customer Listening and Engagement
    Citi

  • 1:40pm-1:55pm Coffee Break
  • 1:55pm-2:30pm Keynote Presentation Featuring Make-A-Wish Foundation
    read more »

    Larry Lundy
    Vice President Corporate Relations
    Make-A-Wish Foundation of North Texas

  • 2:35pm-3:15pm Keynote Presentation Featuring Ericcson
    read more »

    Jamie Kapper
    Head of Global Talent Strategies, Global Talent Acquisition
    Ericsson

  • 3:15pm-3:20pm Argyle Executive Forum Closing Remarks
  • 3:20pm-4:20pm Cocktail 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 "2017 Customer Experience Leadership Forum in Dallas"
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 $185 per night, taxes not included. 

Venue

The Fairmont Dallas


1717 N Akard St.
Dallas, TX 75201
Telephone: (800) 441-1414
Website