Customer Experience (CX)

1 Day Meeting

2017 Customer Experience Leadership Forum

Dallas, TX - Feb 08, 2017

Overview

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  • Evaluating emerging capabilities to revamp outdated call centers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!

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Who Should Attend

Speakers

If you'd like to recommend a speaker, please email speakerinquiry@argyleforum.com

Ahmed Ayad

Ahmed Ayad

Head of Customer Satisfaction and Service Optimization

Blue Cross & Blue Shield Association

Anna-Marie Baumhoefner

Anna-Marie Baumhoefner

Director of Visual Merchandising

CosmoProf Beauty

Michelle Brigman

Michelle Brigman

Head of Customer Listening and Engagement

Citi

Lindsey Harris

Lindsey Harris

Director Marketing & Customer Loyalty

Comfort Systems

Diana Helfinstine

Diana Helfinstine

Vice President, Customer Experience

Essilor of America

Jamie Kapper

Jamie Kapper

Head of Global Talent Strategies, Global Talent Acquisition

Ericsson

Marian Karam

Marian Karam

Digital Marketing Manager

BBVA Compass

Sativa Leach Bowen

Sativa Leach Bowen

Senio Vice President, Marketing and Retail Operations

Citi

Larry Lundy

Larry Lundy

Vice President Corporate Relations

Make-A-Wish North Texas

Sarah Simon

Sarah Simon

Director, VOC Consulting, Americas

Confirmit

Paul Turner

Paul Turner

Head of Event Operations & Security

Dallas Cowboys

Alon Waks

Alon Waks

Vice President of Segment and Solution Marketing

8x8

Agenda

Download Agenda
8:00am-9:00am
Breakfast
9:00am-9:05am
Argyle Executive Forum Opening Remarks
9:05am-9:40am
Keynote Presentation: "Enriching the Fan Experience through Technology, the AT&T Stadium Story"

Join Paul Turner, Head of Event Operations & Security at the AT& T Stadium and hear how the Cowboys and the AT&T Stadium have applied technology advancements to enhance the attendee experience! Learn about how tech has improved facilities, the use of mobile technology, sales and operations to deliver a compelling and unique customer experience for guests attending events at AT&T Stadium.

 

Paul Turner
Head of Event Operations & Security
Dallas Cowboys

9:40am-10:00am
Coffee Break
10:00am-10:50am
Panel Discussion: "The Modern Day Customer Care and Customer Experience Executive"

Session topics include, but are not limited to: 

  • Top challenges that the evolution of the customer has presented
    • New Trends, Millennials and how to reach a younger customer
  • Creating a customer-centric company; the importance of customer experience and what that means for the brand 
    • Top priorities when it comes to your brand and customer service
  • Dealing with resource constraints and the impact of investment in CX initiatives.
  • Collaborating with other departments across the C-suite
  • Changes in the CX executives role in 2017


Moderator:
Larry Lundy
Vice President Coprorate Relations
Make-A-Wish Foundtation of North Texas

Panelists:
Anna-Marie Baumhoefner
Director of Visual Merchandising
CosmoProf Beauty

Lindsey Harris,
Director Marketing & Customer Loyalty
Comfort Systems

Alon Waks
Vice President of Segment and Solution Marketing
8X8

10:50am-11:15am
Coffee Break
11:15am-12:05pm
Panel Discussion: "Customer Experience Lessons Learned: The Good, the Bad, and Everything in Between"

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

Moderator:
Ahmed Ayad
Head of Customer Satisfaction and Service Optimization 
Blue Cross & Blue Shield of North Carolina

Panelists:

Diana Helfinsteine,
Vice President, Customer Experience,
Essilor Laboratories of America

Marian Karam
Digital Marketing Manager
BBVA Compass

Sativa Leach Bowen
Senior Vice President, Marketing and Retail Operations
Citigroup

Sarah Simon, 
Director VOC Consulting, Americas 
Confirmit

12:05pm-1:05pm
Lunch
1:05pm-1:40pm
Keynote Presentation: "The Power of Listening to Deliver Meaningful Real Time Action"

We have all heard about the power of listening, but whether talking about people or Brands, few of us do this well.  To inspire customer loyalty, we must start listening and acting on those insights.

Michelle Brigman
Head of Customer Listening and Engagement
Citi

1:40pm-1:55pm
Coffee Break
1:55pm-2:30pm
Keynote Presentation Featuring Make-A-Wish Foundation

Larry Lundy
Vice President Corporate Relations
Make-A-Wish Foundation of North Texas

2:35pm-3:15pm
Keynote Presentation Featuring Ericcson

Jamie Kapper
Head of Global Talent Strategies, Global Talent Acquisition
Ericsson

3:15pm-3:20pm
Argyle Executive Forum Closing Remarks
3:20pm-4:20pm
Cocktail Reception

Sponsors

This event will feature insights from top executives, including

  • Panel Partner

  • Panel Partner

  • Senior Supporter Partner

  • Senior Supporter Partner

  • Supporter Partner

Interested in sponsoring an event?

Speak to one of our dedicated sponsorship teams sponsorship@argyleforum.com

Sponsorship Information

Advisory Board

We are proud to share with you the following Argyle Industry Influencers. Their contributions to Argyle help keep the programs we offer our membership current and relevant, so we can continue delivering you premiere experiences, content development, and membership engagement.