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 San Francisco. Throughout a full day of content and networking, we will focus on the most pressing issues that customer experience professionals are facing moving into 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  • Evaluating emerging capabilities to revamp outdated call centers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. 


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 Bay Area and beyond!

This event will feature insights from top executives, including:

If you'd like to recommend a speaker, please email Lauren Meyer at lmeyer@argyleforum.com.

Speaker
Jonathan Alloy Vice President, Wholesale Banking Product Management
Wells Fargo
View Bio »
Speaker
Jon Black Vice President, Voice of the Customer (VoC) Manager - Digital Analytics
JPMorgan Chase & Co.
View Bio »
Speaker
Amy Esensten Head of Customer Care
SunRun
View Bio »
Speaker
Kelly Hendricks AVP, Global Client Services
Verizon
View Bio »
Speaker
Brian Lillie Chief Customer Officer, EVP Technology Services
Equinix
View Bio »
Speaker
Norm Nelson Senior Director, Customer Experience
Vivint
View Bio »
Speaker
Dutta Satadip Director, Customer Success - Americas
Google
View Bio »
Speaker
Sarah Simon Director, VOC Consulting, Americas
Confirmit
View Bio »
Speaker
Heather Simon Head of Service Design
Autodesk
View Bio »
Speaker
Francie Stout-Silva Senior Director, Global Customer Care
Juniper Networks
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Speaker
Cecilia Sun Vice President, Digital Customer Experience and Innovation
Blue Shield of California
View Bio »
Speaker
Karen Tang Head of Customer Success, Support, Sales
Prezi
View Bio »
Speaker
Richard Weeks Vice President, Omnichannel Service Pathways
U.S. Bank
View Bio »
Speaker
Jaspar Weir Co-Founder and President
TaskUs
View Bio »
  • 8:30am - 9:30am Breakfast
  • 9:30am - 9:35am Argyle Opening Remarks
  • 9:35am - 10:10am Keynote Presentation featuring JPMorgan Chase: "Monitoring the Monitored: Analyzing the Current CX Landscape through Survey"
    read more »

    Join Jon H. Black from JPMorgan Chase to discuss the evolution of surveys as a tool to evaluate and understand your customer’s experience, and how CX executives can modernize this process to deliver more rich, actionable data and insights.

    Jon Black
    Vice President, Voice of the Customer (VoC) Manager - Digital Analytics 
    JPMorgan Chase & Co.

  • 10:10am – 10:35am Networking Break
  • 10:35am – 11:25am Panel Discussion: "Delivering Seamless End-to-End CX to Delight the Modern Customer"
    read more »

    Session topics include, but are not limited to:

    • Building the infrastructure to understand customer attitudes and behaviors in real time
    • Structuring the team and the broader organization to understand and react to these insights and trends
    • How to avoid a fragmented customer experienceDeveloping a content delivery strategy across multiple channels
    • Challenges encountered in bridging the gap between online and offline customer interactions
    • Staying ahead of the competition as more and more organizations leverage real time data to delight the customer
    • Anticipating disruption and investing in innovation


    Moderator:
    Jonathan Alloy
    Vice President, Wholesale Banking Product Management
    Wells Fargo

    Panelists:
    Dutta Satadip
    Director, Customer Success – Americas
    Google

    Sarah Simon
    Director, VOC Consulting, Americas
    Confirmit

    Cecilia Sun
    Vice President, Digital Customer Experience and Innovation 
    Blue Shield of California

    Richard Weeks 
    Vice President, Omnichannel Service Pathways
    U.S. Bank

  • 11:25am – 11:45am Networking Break
    read more »

  • 11:45am – 12:35pm Panel Discussion: “Enabling and Empowering a Customer-Centric Organization”
    read more »

    Session topics include, but are not limited to:

    • Incentivizing employees to deliver great customer experiences
    • Who is working in the call center today? 
    • How to effectively engage the millennial workforce
    • How to build a positive culture within the call center
    • Arming your call center with appropriate, relevant, empowering content
    • Enabling employees to deliver exceptional customer experiences


    Moderator:
    Francie Stout-Silva
    Senior Director, Global Customer Care
    Juniper Networks

    Panelists:
    Amy Esensten
    Head of Customer Care
    SunRun

    Kelly Hendricks
    AVP, Global Client Services 
    Verizon

    Norm Nelson
    Senior Director, Customer Experience
    Vivint

    Jaspar Weir
    Co-Founder and President 
    TaskUs

  • 12:35pm – 1:35pm Lunch
  • 1:35pm – 2:10pm Fireside Chat featuring Equinix & Verizon
    read more »

    Join Brian Lillie and Kelly Hendricks to discuss the current customer experience transformation underway at Equinix!

    Featuring:

    Brian Lillie
    Chief Customer Officer, EVP Technology Services
    Equinix

    Interviewed by: 

    Kelly Hendricks
    AVP, Global Client Services 
    Verizon 

  • 2:10pm – 2:25pm Networking Break
  • 2:25pm – 3:00pm Keynote Presentation featuring Autodesk: "Improving CX: Content, Experience Design, and Customer Support"
    read more »

    Join Heather Simon as she explores the convergence of content, experience design, and customer support in today’s customer-centric digital landscape. Heather will discuss how Autodesk is bridging these factors together to delight their customers, as well as her predictions on how the CX landscape will continue to evolve.

    Heather Simon
    Head of Service Design
    Autodesk

  • 3:05pm – 3:40pm Keynote Presentation featuring Prezi: "Customer Driven Product Launch"
    read more »

    Karen will share how Prezi evolved the approach and operations across the company to put customers at the core of our product launch and development process.

    Karen Tang
    Head of Customer Success, Support, Sales
    Prezi

  • 3:40pm – 3:45pm Argyle Closing Remarks
  • 3:45pm – 4:45pm Closing 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!

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 San Francisco
is proudly sponsored by:

About Image
  • "Their forums are intense, high-impact one day meetings of executive peers."

    A VP of Customer Support at Coinstar on the learning atmosphere at Argyle Customer Care Forums.  

  • "The forums are well managed, topical and pack as much learning and interaction into the time as possible."

    An SVP of Customer Service Programs at American General Life on attending Argyle Customer Care Forums.

  • "I always come away with actionable items that I can quickly adapt and implement into my business."

    A VP of Customer Experience Strategy at Frontier Communications on value derived from Argyle Customer Care Forums.

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

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

Venue

InterContinental San Francisco


888 Howard St
San Francisco, CA 94103
Telephone: (415) 616-6500
Website