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:

Speaker
Tracey Brown Vice President Client Account Management
ADP
View Bio »
Speaker
Paulette Carter Director, Customer Experience
American Cancer Society
View Bio »
Speaker
Mara Crawford Head of Quality Compliance
Equifax
View Bio »
Speaker
Suzanne Foy Head of Customer Care
Cox Communications
View Bio »
Speaker
James Kowalczyk Sr. Director Patient Admission Services
Fresenius Medical Care
View Bio »
  • 8:00am-9:00am BREAKFAST
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    Kick off the day with a healthy breakfast and networking. Connect with your peers in the marketing community from a variety of industries before the morning’s content begins. 

  • 9:00am-10:30am “Achieving a Seamless Customer Experience”
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    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

  • 10:30am-11:00am NETWORKING BREAK
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    Take a break to make new connections and discuss the morning presentations over coffee and snacks.

  • 11:00am-1:00pm "Datas Growing Role in Deepening Knowledge About Customer Insights"
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    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

  • 1:00pm-2:00pm LUNCH
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    Take a midday break to grab lunch, netowork with your peers and discuss the morning presentations

  • 2:00pm-3:00pm Leveraging Self Service to Connect with the Customer"
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    Session topics include, but are not limited to:

    • Delivering intelligent customer service, where to start?
    • Best practices for creating effortless and robust self-service experiences for your customers
    • What does your customer need?  Understanding your customer as they interact with your company online
      • How do you personalize this experience?
    • What skillsets are required for a successful self-service program?
    • How are customer care leaders building processes to support and sustain self-service programs?
    • What role does technology play in successful self-service? Which technologies can you use to increase relevance and reduce effort for customers
    • Which metrics matter?  How can you measure and quantify success? 

  • 3:00pm-3:30pm AFTERNOON NETWORKING BREAK
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    Take a break to make new connections and discuss the afternoon presentations over coffee and snacks. 

  • 3:30pm-4:00pm "Connectivity Through Social Media"
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    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

  • 4:00pm-5:00pm CLOSING RECEPTION
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    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:
 

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