2017 CX Think Tank: Using Data-Driven Insights for Exceptional Customer Engagement
Why You Should Attend!
Exceptional Customer Experience has always been important, but it’s never been more difficult to achieve. In today’s digital economy, where data is available to support every facet of decision making, every moment is an opportunity to engage and create a truly memorable experience. Yet businesses struggle to create consistent experiences due to the proliferation of channels and devices. They fail to harness the data around them to create a more empowered and effective journey for their clients with multiple systems and data sources spread across functional groups. It is more important than ever to create not only positive experiences for customers, but for employees as well in order to steer company culture to prioritize the customer. Aligning the customer experience strategy with business expectations and the organization's brand is the key to ultimately deliver on the expectations of today’s customer.
Argyle Executive Forum, in partnership with Pitney Bowes, will bring together leading customer experience executives to discuss and hone in on best practices and innovative CX trends in a discussion based format at our 2017 CX Think Tank: Using Data-Driven Insights for Exceptional Customer Engagement. This session has been designed to update leaders and provide them with insight into planning and executing on a digital engagement strategy. The briefing also provides an excellent opportunity to network with peers, discuss innovative ideas and learn from what other organizations are doing
Discussion topics will include but are not limited to:
- Aligning CX experience strategy with business expectations & branding
- How does CX drive the culture
- The power of Data
- How do you change your CX organization (call center, etc.) to better drive CX
- Embedding in the DNA of each company to drive culture of CX
This event will feature insights from top executives, including:
PECO Energy Company View Bio »
Willa Hightower the Director of Customer Financial Operations where is responsible for the billing, payment processing, and revenue collection of over $4 billion in annual revenues for PECO Energy Company. She is also responsible for the umbrella of low-income suite programs.
With extensive financial and data-analytics expertise, Willa is able to synthesize data and articulate the strategic implications. Willa has a track record of success in achieving ambitious objectives – as she and her team reduced uncollectables by 50% is less than 3 years while improving employee engagement by 10%. Willa has embraced the challenge of being a culture change agent as PECO embarks upon its Customer Experience journey.
Willa has a bachelor degree in Industrial Engineering from the Georgia Institute of Technology and a MBA from Georgia State University.
Pitney Bowes View Bio »
Jesse Hoobler is the Vice President of Solution Consulting at Pitney Bowes Inc., a global technology company offering innovative products and solutions that enable commerce in areas of customer information management, location intelligence, customer engagement, shipping and mailing, and global ecommerce. With the innovative Pitney Bowes Commerce Cloud, clients can access the broad range of Pitney Bowes solutions, analytics, and APIs to drive commerce.
While at Pitney Bowes, Jesse has been on a multi-year journey to transform the support organization into an award-winning business service, driving excellence through customer experience. By focusing on customer adoption and realized value, his support organization has seen dramatic improvement in customer satisfaction and loyalty.
Jesse holds a Masters in Computer Science from The College of Saint Rose.
Fidelity Investments View Bio »
Christine McCormack serves as Director, Product Manager at Fidelity Investments. She is a program management professional who specializes in managing large-scale, complex technical projects in the digital and telephony space. She is a strong leader with over 18 years of experience successfully delivering programs which improve customer and associate experiences and realizing business value. She enjoys the creative challenge required to bring a new product or service to customers.
Christine holds an MBA in Applied Management from Daniel Webster College, is a Project Management Professional®, Certified Scrum Product Owner®, and Certified Customer Experience Professional.
Mastercard View Bio »
Karen is the Senior Vice President, Experience Design for Digital Payments & Labs, leading the design of key consumer & customer facing experiences in MasterCard’s broader transition to digital. She is also leading design of our third party developer tools, to bring MasterCard capabilities to a broader set of commerce and money movement innovations in the digital and physical world.
Karen’s focus is connecting business strategy with deep user insights to deliver innovative design solutions at global scale. She’s also expert in design for transactional systems with the unique challenges they present. Prior to joining MasterCard, Karen has held experience design leadership roles at PayPal and JPMorgan Chase. She lives and works in New York City.
1-800-Flowers.com View Bio »
Sandeep Varma is the Enterprise Vice President of CRM, Loyalty, and Analytics at 1800Flowers.Com. His responsibilities include developing multichannel customer marketing strategies to increase customer retention, cross-brand purchases, and growing the Celebrations Rewards and Passport loyalty programs. He has been a retail industry marketing veteran for 15 years and holds an M.S. in Computer Engineering from Syracuse University and an M.B.A. from Columbia Business School.
8:00am – 8:35am Networking Breakfast
8:35am – 8:40am Argyle Executive Forum Opening Remarks
8:40am – 9:00am Pitney Bowes Remarks
read more »
Vice President, Global Presales Pitney Bowes Software Solutions
9:00am - 9:40am Panel Discussion: "Using Data-Driven Insights for Exceptional Customer Engagement"
read more »
Session Topics Include but are not limited to:
- How does CX drive culture within your organization?
- How are you making CX a priority to your executive suite?
- How do you see the future of advanced analytics and AI impacting the CX Space?
- What knowledge/understanding do you believe is essential to implement an effective CX transformation?
- What are some of the key challenges to achieving effective customer engagement and digital transformation? What are some ways to avoid them?
Director, Customer Financial Operations
PECO Energy Company
Vice President, Global Presales Pitney Bowes Software Solutions
Director, Product Manager
Senior Vice President Experience Design
Enterprise Vice President, CRM and Loyalty
*Please note this session is off the record
9:40am – 9:50am Coffee Break
9:50am – 10:50am Interactive Roundtable Discussions
10:50am – 11:00am Key Takeaways & Summation
This meeting convenes Customer Experience Executives. Participation is reserved for Members of Argyle Executive Forum that meet the following criteria:
- Manager- level or higher Customer Experience executives, as well as select direct reports, from companies with at least $1b in annual revenue.
- Heads of Customer Experience (or equivalent), as well as select direct reports, from companies with at least $100mm in annual revenue.
"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
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 $255.00 per night, taxes not included. For details on where the event will take place, please contact your Argyle relationship manager.