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  • Evaluating emerging capabilities to revamp outdated call centers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!

Register to Attend

This event will feature insights from top executives, including:

Speaker
Michelle Brigman Head of Customer Listening and Engagement
Citi
View Bio »
Speaker
Todd Coutee Senior Vice President, Operations
Luby's
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
Sativa Leach Bowen Senio Vice President, Marketing and Retail Operations
Citi
View Bio »
Speaker
Tuck Ross Senior Vice President, Digital Marketing
BBVA
View Bio »
Speaker
Karen Samuelson Senior Director, Customer Care
Hoya Corporation
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 »
  • BREAKFAST Kick off the day with a healthy breakfast and networking. Connect with your peers in the CX community from a variety of industries before the morning’s content begins.
  • OPENING KEYNOTE Keynote Presentation Featuring Dallas Cowboys
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    Join Paul Turner, Head of Event Operations & Security, for the Dallas Cowboys, for an informative session taking a look at what it means to give every Cowboy fan the best experience possible at AT&T Stadium.

    Paul Turner, CFE is a Certified Facilities Executive and the Director of Event Operations and Security for the Dallas Cowboys and AT&T Stadium.  He oversees event management, event and venue security and public services for all events at AT&T Stadium. He was part of the stadium planning group during construction and was responsible for the development of the stadium operations department. Since its opening in 2009, AT&T Stadium has been recognized as one of the world’s premiere sports and entertainment venues and is host to marquee events including the 2010 NBA All-Star Game, Super Bowl XLV and the 2014 NCAA Final Four.

    Paul Turner
    Head of Event Operations & Security
    Dallas Cowboys

  • BREAKFAST
  • MORNING NETWORKING BREAKS Take a break to make new connections and discuss the morning presentations over coffee and snacks
  • PANEL DISCUSSION "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? 

  • LUNCH Take a midday break to grab lunch, network with your peers, and discuss the morning presentations.
  • PANEL DISCUSSION "The Modern Day Customer Care and Customer Experience Executive"
    read more »

    Session topics include, but are not limited to: 

    • What are the top challenges that the evolution of the customer has presented to you and your team? 
      • What new trends are you seeing? Are millennials changing the way your organization addresses your customers? 
    • How do you create a truly customer-centric company?  Discuss the importance of customer experience and what that means for the brand. 
      • What is important to your brand when it comes to the customer experience?
    • How do resource constraints impact investment in your initiatives? 
    • How are you collaborating with other departments across the c-suite? 
    • How do you see your role changing in 2017?

  • AFTERNOON NETWORKING BREAKS Take a break to switch tables, meet some new peers, and discuss the afternoon presentations over coffee and snacks.
  • AFTERNOON KEYNOTE "The Power of Listening to Deliver Meaningful Real Time Action"
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    We have all heard about the power of listening, but wheather talking about people or brands, few of us do this well. To inspire customer loyality, we must start listening and and acting on those insights.

    Michaelle Brigman
    Head of Customer Listening and Engagemet
    Citibank

  • CLOSING 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:
 

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 Dallas"
is proudly sponsored by:

BG Image

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