Why You Should Attend!



Argyle Forum is bringing together leading customer experience executives for our annual CX Fall Forum in Boston. 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: 

  • 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 to effectively guide the organization towards customer-centricity 
  • Creating seamless experiences across the entire customer journey
  • Utilizing automated analytics, cross-channel support, contact rate, and performance support data 
  • Evaluating emerging capabilities to revamp outdated call centers


Our keynote presentations, fireside chats, panel sessions, and networking breaks will provide you with actionable takeaways to bring back to the office, as well as the opportunity to both strengthen and expand your network of peers. 

We look forward to hosting you alongside our community of Fortune 500 CX leaders hailing from the heart of New England and beyond!

This event will feature insights from top executives, including:

If you'd like to recommend a speaker, please email Tess Bradley-Jones at tbjones@argyleforum.com.

Speaker
Marc Blanchard Global Head of Experience Design
Havas Worldwide
View Bio »
Speaker
Matt Blonder Head of Global Digital Brand Commerce
Reebok
View Bio »
Speaker
Rich Dorfman Vice President, Customer Experience
Eastern Bank
View Bio »
Speaker
Kristopher Friday Principal Solutions Consultant
Zendesk
View Bio »
Speaker
Ben Hoffman Former AVP, User and Customer Experience
Hanover Insurance Group
View Bio »
Speaker
Radha Kuchibhotla VP, IT Support Operations
StateStreet
View Bio »
Speaker
Ryan Lester Director, Customer Engagement Technologies
Bold360 by LogMeIn
View Bio »
Speaker
Seth Magaw Director of eDiscovery Client Services
Ricoh
View Bio »
Speaker
Gillian Plummer Vice President, Marketing & Customer Experience
The Edge Fitness Clubs
View Bio »
Speaker
Raj Sadasivan Chief Customer Experience Architect
Schneider Electric
View Bio »
Speaker
Bill Schimikowski Vice President Customer Experience
Fidelity Investments
View Bio »
Speaker
Bonnie Smith Head of Executive Customer Marketing Programs
Akamai
View Bio »
  • 8:30am - 9:30am Breakfast
  • 9:30am - 9:35am Argyle Opening Remarks
  • 9:35am-10:10am Keynote featuring Akamai
    read more »

    Bonnie Smith
    Head of Executive Customer Marketing Programs
    Akamai

  • 10:15am - 10:35am Thought Leadership Spotlight: "Make Every Customer Interaction Count"
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    There is a revolution underway in customer engagement. Customers are driving this change by demanding immediate outcomes, interacting across multiple evolving channels, and having complex and asynchronous conversations. Companies can either look at this as a challenge or a new way to create delightful customer experiences. We will share how companies are leveraging both agent interactions and AI solutions to deliver better outcomes in every customer interaction.

    Ryan Lester
    Director, Customer Engagement Technologies
    Bold360 by LogMeIn

  • 10:35am-11:00am Networking Break
  • 11:00am - 11:50am Panel Discussion: "Achieving a Seamless Customer Experience"
    read more »

    Session topics include, but are not limited to:

    • Creating an omni-channel experience that significantly improves customer engagement 
    • Developing a comprehensive digital transformation strategy for the Customer Care Center 
    • Using contextually relevant data to create truly personalized customer experiences 
    • Taking advantage of new CX technology in your Customer Care Center 
    • Empowering your front line employees to deliver world-class experiences in an omni-channel environment 
    • Building success metrics that demonstrate ROI to the executive team

    Moderator:
    Seth Magaw, Director of eDiscovery Client Services
    Ricoh
     
    Panelists:
    Matt Blonder
    Head of Global Digital Brand Commerce
    Reebok
     
    Rich Dorfman
    Vice President, Customer Experience
    Eastern Bank

    Bill Schimikowski,
    Vice President Customer Experience,
    Fidelity Investments

  • 11:55am-12:15pm Thought Leadership Spotlight: "Making Your Customer Experiences Meaningful and Memorable"
    read more »

    Meaningful and Memorable.  These are the two types of customer experiences you should strive for in all engagements.  How are these achieved today and more importantly what do you need for tomorrow's engagements?  Join Kris as he gives out his recipe for success on creating meaningful and memorable journeys with organic channeling.

    Kristopher Friday
    Principal Solutions Consultant
    Zendesk

  • 12:15pm-1:15pm Lunch
  • 1:15pm - 2:05pm Panel Discussion: "AI and the Next Generation of Customer Experience"
    read more »

    Session topics include but are not limited to:

    • Can you please discuss the importance of customer experience and what that means for your brand?
    • Where/how are you meeting your customer i.e Social/Mobile etc.?
    • How are you staying ahead of current trends? 
      • How are you leveraging automation technologies to empower your customers? 
    • How AI is Transforming Enterprise Customer Service and CX.
    • How do you balance quick- self-service options that customers want while not breaking the personalization that they have come to know and expect?
    • How are you empowering and enabling agents to support more complex interactions and retain customers? 
    • Are there training techniques or technologies you are using to help your agents get a more complete view of customer interactions?

    Moderator:
    Ben Hoffman
    Former AVP, User and Customer Experience
    Hanover Insurance Group
     
    Panelists:
    Radha Kuchibhotla
    VP, IT Support Operations
    StateStreet

    Gillian Plummer
    Vice President Marketing and Customer Experience
    The Edge Fitness Clubs

    Raj Sadasivan
    Chief Customer Experience Architect
    Schneider Electric

  • 2:05pm-2:25pm Networking Break
  • 2:25pm-3:10pm Keynote Presentation: "Igniting a Virtuous Cycle of Personalized Marketing with AI"
    read more »

    AI gives brands the power to create hyper-personalized content, generate insights to optimize the end-to-end customer experience, and uncover opportunities for product innovation. That means companies can deliver more value faster to more people, starting a virtuous cycle of value exchange that can radically boost brand value. This talk will explore the new kinds of tools, talent, and working methods needed to start on this journey of marketing transformation.

    Marc Blanchard
    Global Head of Experience Design
    Havas Worldwide

  • 3:10pm-3:15pm Argyle Closing Remarks
  • 3:15pm - 4:15pm 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 Boston
is proudly sponsored by:

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  • "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. For details on where the event will take place, please contact your Argyle relationship manager.

Venue

Westin Boston Waterfront


425 Summer Street
Boston, MA 02210
Telephone: (617) 532-4600
Website