2017 Customer Experience Leadership Forum
Why You Should Attend!#ArgyleCX
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 experience, Argyle Executive Forum is bringing together leading executives for our annual CX Forum in Toronto. Throughout a full day of content and networking, we will focus on the most pressing issues that customer experience professionals are facing moving into 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- Evaluating emerging capabilities to revamp outdated call centers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 Toronto Forum included Camille Kiffer, VP Consumer - Digital Channels at Rogers Communications; Lesley Haibach, Vice President, Loyalty at Ipsos; Christine Robertson, Head of Customer Service at Indigo; Cesar Rainusso, VP & Head of North American Digital Channels at Bank of Montreal; Shawn Shanahan, Head of Performance and Operational Excellence at Desjardins General Insurance Group; 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 Toronto area and beyond!
This event will feature insights from top
Air Canada View Bio »
Vicki is an airline industry leader with a blend of experience that includes customer service, strategic planning, airport operations and corporate transformation projects. She started her career with Air Canada 30 years ago as a Call Centre agent and is now the Director of Customer Care, where she promotes a passenger-centric culture. In 2016 she took on the mission of transforming how employees communicate with customers, particularly when things go wrong. She believes this quote from Maya Angelou embodies the essence of customer care: "I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel."
Vicki is a Montrealer who loves to travel for both work and pleasure. This experience helps her to tap into the needs and expectations of airline customers.
Scotiabank View Bio »
Darrell Bruce is Vice President, Toronto Customer Contact Centre, and is responsible for the bank’s customer contact centres in Toronto and Mexico City. The centres provide service and sales for customers throughout Canada 365 days a year, 24 hours a day. The vision of the Scotiabank Contact Centres is: “We will support our customers’ right to become better off by delivering memorable experiences with easy, simple solutions and personalized advice delivered by passionate, expert bankers.”
Darrell has over 33 years of experience in the financial industry including the retail branch network throughout central and Eastern Canada, wealth management, insurance and various head office working groups and committees. Darrell joined Scotiabank in 1983 and began his current role in 2015.
Darrell has a Fellow of the Institute of Canadian Bankers, a Personal Financial Planner designation, and has an MBA (Financial Services) through Dalhousie University.
Nissan Canada View Bio »
Speaker bio coming soon...
Rogers Communications View Bio »
Speaker bio coming soon...
Allstate Canada View Bio »
Marcelo Regen is the Vice President, Allstate Brand and an officer of ACG (Allstate Canada Group). As Chief Sales and Marketing officer, he is accountable for 1,000+ people organization including Local Agencies, Customer Contact Centres and Group business. Marcelo also has accountability for all aspects of Marketing, Field rewards & recognition, Distribution Innovation, On-line Experience, Sales force Education, and Third Party Partnerships.
He began his career with ACG in 2004, joining the Finance & Planning team. As a member of a small core group in 2007, Marcelo played a key role in the development and launch of Allstate’s current distribution model. During his career with Allstate he took a number of Corporate strategy assignments and also held Regional sales responsibilities to gain exposure and experience in all aspects of the business. In November of 2011, Marcelo became an officer of the company and worked with leaders throughout ACG to identify and assess opportunities to accelerate the company’s profitable growth trajectory in Canada, and in 2012 he was promoted to his current role of Vice President, Allstate Brand.
Prior to joining Allstate, he worked in the consulting industry, specializing in organizational change for the Financial Services sector, leading several teams through the implementation of process improvement and operational effectiveness initiatives in his home country of Argentina.
Marcelo holds a degree in Economics from the National University of Tucuman (Argentina), graduated Magna Cum Laude with an MBA in Finance from Austral University (Argentina) and also holds a Charter Professional Accountant (CPA) designation in Ontario, Canada.
American Express View Bio »
As Vice President of Client Management for Merchant Services at American Express, Simona is an integral member of the merchant services leadership team, responsible for the growth and development of existing relationships and strategies across the company’s merchant network, spearheading collaboration efforts across multiple lines of business to drive value, loyalty, and engagement.
In her time at American Express, Simona has held multiple roles, including most recently the Director, New Product & Experience Development in Canada where she led the development and launch of several new products with a sharp strategic focus on partnerships, customer experience as well as technical and government processes. Prior to that role she was the Director of Retail Partnerships and previous to that, the Director of Portfolio Management Lending.
Simona is dedicated to helping new leaders internally at American Express, through her involvement as Executive Sponsor in the People Leader Learning Path (PLLP) in Canada. She is also passionate about being an active mentor for individuals both inside and outside of the organization. She graduated from the Richard Ivey School of Business at the University of Western Ontario, is a mom of two, and an avid reader.
Bank of Montreal View Bio »
Karen Sawyer is Director of Customer Loyalty & Growth for the Commercial Bank at BMO Bank of Montreal. In this role, she is accountable to develop strategies and drive initiatives that grow loyalty, increase share of wallet and acquire new customers for BMO’s Commercial customer base.
In the 16 years she has been with BMO, Karen has held multiple roles, most recently leading marketing strategy and execution for customer growth in the small business and commercial space. Prior to BMO, Karen specialized in direct marketing, providing consulting services to Canadian Tire Acceptance Limited and spent a decade specializing in affinity marketing with Trans National Financial.
In her spare time, Karen enjoys traveling and writing and has been published several times in the Globe & Mail. She is an avid supporter of non-profit organizations, donating both her time and financial support, with a particular interest in causes working to improve mental health, child welfare and single parent families.
Twitter View Bio »
Speaker bio coming soon...
Canada Post View Bio »
Speaker bio coming soon...
Ipsos View Bio »
Speaker bio coming soon...
8:00am - 9:00am Networking breakfast and registration
Take the time to get to know the fellow attendees, speakers and sponsors that you will be sharing the day with. Continental breakfast with coffee, tea and juices will be served.
9:00am - 1:00pm Morning sessionsOur speakers share their expertise on hot topics and challenge areas through various presentation styles. Keynotes, panels and fireside chats will be broken up by networking breaks.
1:00pm - 2:00pm Lunch
Enjoy a healthy buffet lunch and networking time.
2:00pm - 4:30pm Afternoon sessions
Our speakers will share their expertise on hot topics and challenge areas through various presentation styles. Sessions will be broken up by one afternoon coffee and snack break.
4:30pm - 6:00pm Cocktail reception
Wrap up the day with a cocktail (or a few!) and hors d'Oeuvres. Head home with new connections and a notebook full of key takeaways to implement back at the office.
What will be discussed? Explore CX hot topics and challenge areas such as:
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
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
I'd like to bring some colleagues. Do I need to
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! request a pass.
I don't see the event venue listed. Where will
the meeting be
To maintain exclusivity, we don't release the
venue address until
the registration process has been completed. All
details will be shared once you have requested a
pass and been
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*EXECUTIVES AT THE DIRECTOR-LEVEL AND ABOVE FROM ORGANIZATIONS WITH OVER 100MM IN REVENUES ONLY
Traveling for the event? Stay at one of our
The below hotels are recommended by Argyle Executive Forum. Please note that we do not have a corporate rate.