2017 Customer Experience Leadership Forum - Measuring Meaningful Engagement
Why You Should Attend!#ArgyleCX
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 this positive or negative engagement is defining customer loyalty and ultimately, revenue. To facilitate candid discussions on this reality, Argyle Forum is bringing together leading customer experience executives for a CX Forum in New York City. Throughout a full day of content and networking, we will focus on the most pressing issues that customer experience professionals are facing with regards to driving and measuring the quality of customer engagement. The agenda will be 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:
- Defining the metrics to effectively measure customer engagement
- Exploring how CX executives can effectively guide their organization towards customer-centricity
- Improving employee engagement and performance in order to drive growth
Creating seamless experiences across the entire customer journey, including pre-sales, service and technical support interactions
- Leveraging self-service to address the needs of the increasingly demanding customer
- Utilizing automated analytics, cross-channel support, contact rate, and performance support data to better understand your customers
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 New York Forum included Thomas San Filippo, VP Customer Service, Dow Jones; Michael Stromer, VP Digital/ Tech Products, JetBlue Airways; Michael Biondo, VP Customer Operations, iHeartMedia; Brent Cogswell, VP - Customer Care Center, Schneider Electric; Anna Elwood, VP of Operations, Zocdoc, Douglas De Angelo, SVP, Customer Service, Jet.com; 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 New York City and beyond!
This event will feature insights from top
Harry's View Bio »
Jon Goldmann is the Director of Brand Engagement at Harrys.com, the New-York based grooming company. As one of the first employees to join Harry's before its launch in 2013, he has been tasked with establishing the brand's voice and creating a cult around the Harry's brand by leveraging content that changes the way that guys think and talk about grooming. Jon previously ran Social Media and Email Strategy at Gilt Groupe's travel brand, Jetsetter and has built social media strategies for brands like Jim Beam and Pampers. Jon holds a Master's from the University of Miami and a BA from Tufts University.
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! Email JHawley@argyleforum.com , or have your colleagues 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
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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 $343.00 per night, taxes not included.