Why You Should Attend!

Over the past five years, corporate America has become painfully aware that customers know the difference between a good and a bad user experience – and that these experiences define customer loyalty and ultimately, revenue. To facilitate candid discussions on this reality, Argyle Forum is bringing together leading customer experience executives for our annual CX Forum in Atlanta. 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:


  • 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 last year’s Atlanta Forum included Lark Will, VP, Call Center Operations, ebay; Christine Pfefferle, VP, Order Management & Systems at Office Depot; Ron Taylor, VP Customer Support and Service at Sage, Keith Farley, Director, Innovation & Customer Experience at Aflac; Joachim Rogers, Director Customer Care, Coca-Cola Bottling Co. Consolidated; 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 Southeast and beyond!

Register to Attend

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.

Tracey Brown Vice President Client Account Management
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Latané Conant Senior Vice President, Marketing
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Mara Crawford Head of Quality Compliance
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Deserie Dulaney Senior Director, Customer Service Operations
Walmart eCommerce
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Suzanne Foy Head of Customer Care
Cox Communications
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Guy Hadnot Head of Consumer Experience
Health Net
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James Kowalczyk Sr. Director Patient Admission Services
Fresenius Medical Care
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Luke Putnam Head of Global Client Relations Services
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Leigh-Anne Spokane Head of Customer Expereince
American Cancer Society
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Barry Thomas Vice President, Global Marketing & Innovation
The Coca-Cola Company
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Porsche Williams Head of Customer Feedback Strategy
Home Depot
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  • 8:00am-9:00am Breakfast
  • 9:00am-9:05am Argyle Executive Forum Opening Remarks
  • 9:05am-9:40am Keynote Session Featuring ADP
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    Tracey Brown
    Vice President Client Account Management

  • 9:45am-10:05am Thought Leadership Spotlight Presented by Appirio
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    Latané Conant
    Senior Vice President, Marketing

  • 10:05am-10:30am Coffee Break
  • 10:30am-11:20am Panel Discussion: "Customer Experience Lessons Learned: The Good, The Bad, and Everything in Between"
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    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

  • 11:20am-11:40am Coffee Break
  • 11:40am-12:30pm Panel Discussion: "Adding Heart and Structure to Customer Experience to Drive Results"
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    Session topics include, but are not limited to:

    • Building a focus on driving change, employee engagement and internal collaboration consistently
    • Best practices in creating a human-centric approach and enabling an organization to focus on consumers as individuals
    • Creating new internal processes, structure and ways of working – to deliver great, engaging experiences
    • Exploring ways to improve the employee

  • 12:30pm-1:30pm Lunch
  • 1:30pm-2:10pm Fireside Chat Session Featuring Cox Communications
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    Suzanne Foy
    Head of Customer Care
    Cox Communications

  • 2:10pm-2:25pm Coffee Break
  • 2:25pm-3:15pm Keynote Session Featuring Carvana
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    Come here from Forbes' 5th most promising company in America discuss how they revolutionized customer service and created a "Vending Machine" for cars. The online-only used car dealer is paving the way in the CX space and here to tell us all about it! 

  • 3:20pm-3:55pm Keynote Session TBA
  • 3:55pm-4:00pm Argyle Executive Forum Closing Remarks
  • 4:00pm-5:00pm 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! request a pass.

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 Atlanta"
is proudly sponsored by:

BG Image

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

The below hotels are recommended by Argyle Executive Forum. Please note that we do not have a corporate rate.


Grand Hyatt Atlanta in Buckhead

3300 Peachtree Road NE
Atlanta, GA 30305
Telephone: (888) 421-1442