2017 Customer Experience Leadership Forum
Why You Should Attend!#ArgyleCX
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- Evaluating emerging capabilities to revamp outdated call centers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 firstname.lastname@example.org.
Havas Worldwide View Bio »
Speaker bio coming soon...
Reebok View Bio »
Speaker bio coming soon...
Eastern Bank View Bio »
For more than nine years, Rich has led Eastern Bank’s customer experience efforts managing all aspects of this strategic initiative from program design to VoC measurement to in-depth reporting to being the company’s customer evangelist. He tirelessly engages with business line leaders and front line colleagues to leverage the voice of the customer in a way that drives both a better experience and more profitable relationships. The result of Rich’s relentless pursuit of this critical outside in perspective has helped sharpen Eastern’s focus on and alignment around customer centric behaviors, attitudes and actions.
Prior to Eastern, Rich’s banking career included stints at Chemical/Chase in New York, Shawmut/Fleet in Boston and as principle of his own strategic consulting firm focused on delivering differentiated value to high-revenue customer segments.
Zendesk View Bio »
Kris is the Principal Solutions Consultant at Zendesk. Prior to joining Zendesk, he worked in the Customer Experience space for nearly 10 years as a consultant, advising organizations on how to up their game with customer engagements. Now we all know that you can't exist alone on good customer success stories, so in his spare time, Kris enjoys latin dancing, snowboarding, running extreme races, family time, and hates yard work. Kris graduated from Syracuse University and still bleeds orange.
Hanover Insurance Group View Bio »
Speaker bio coming soon...
StateStreet View Bio »
Radha is a Senior Business and Technology Executive with demonstrated leadership in building and leading high-performance global teams in Financial, Healthcare, and Insurance Industries delivering global complex business initiatives through Infrastructure agility, Operational Efficiency, Data Analytics & Cognitive Computing and Business Model Innovation. Radha is currently the President of NexGen infrastructure Solutions and a Vice President at StateStreet Bank. He is a trusted advisor to clients on the convergence of technology, business, and talent across all facets of the enterprise. Radha is a multi-dimensional leader who is decisive, solutions-focused and results-oriented and recognized Operations and Big Data evangelist and a thought leader. He leads a technology movement that emphasizes the importance of extracting real-time insights from data and analytics into real-time actions for a marketing strategy that leads to competitive advantage through outstanding customer service and value creation.
Radha implemented new enterprise 3rd platform technologies (Cloud, Mobile, Analytics and Social Media) to support many business channels for many financial and healthcare behemoths enabling business agility resulting in new opportunities for the rapid customer, revenue, and earnings growth while managing operational risk.
Radha also developed and executed multi-year business/product strategy and transformation plans in close partnership with Business and IT, and in translating business models and forecasts into specific IT growth strategies and execution plans in lock step with business objectives, timeline and market conditions. Radha holds MBA in Strategy and Finance from Northeastern University, Boston & MS from University of Mumbai, India.
Bold360 by LogMeIn View Bio »
Ryan J. Lester, Director of Customer Engagement Technologies at LogMeIn, owns the strategic development and implementation for the go to market plan for IoT, Chatbot and Augmented Reality products at LogMeIn. He is passionate about making new technology easy and helping companies unlock new value through things like IoT connected products and AI. Prior to his role at LogMeIn, Ryan held various sales, marketing, and product positions at Intel Corporation, Cisco Systems, and Eaton Corporation. Ryan received his BS in Mechanical Engineering from Villanova University, then a SM in Engineering Systems and an MBA from the Massachusetts Institute of Technology.
Ricoh View Bio »
Seth currently serves Ricoh Americas Corporation as Director of eDiscovery Client Services within Ricoh Legal. He is responsible for the development and implementation of service delivery for Ricoh’s electronic discovery hosting services and enhancing the organization’s overall standing in the litigation support industry. Seth is responsible for the overall customer experience in regards to eDiscovery services at Ricoh. During Seth’s tenure at Ricoh, Seth has implemented customer experience program including VOC, VOE along with customer journey mapping projects to insure industry leading product delivery and innovative solutions.
Seth has spoken as a subject matter expert at many eDiscovery events, which include: Massachusetts Paralegal Association, University of New Orleans Paralegal Program, ILTA Statewide Meeting for Ohio Litigation Support Professionals, and Technology in Practice Conference in Toronto, CA. Seth earned his Bachelor of Science degree in Leadership from Northeastern University and is an active member in both EDRM and ACEDS.
The Edge Fitness Clubs View Bio »
Over the last ten years, Gillian has worked with influential brands, including JetBlue, Saucony, Swiss Army, Panera Bread and Timberland, as well as built equity in brands such as Wayback Burgers, where she served as the Vice President of Marketing. Wayback Burgers is a global fast-casual franchised organization, where she grew the brand from 12 locations to 250 nationally and 350 internationally over the course of eight years. In 2017, Gillian switched industries from food to fitness, where she serves as the Vice President of Marketing & Customer Experience. Gillian is a Certified Franchise Executive, recognized as Huffington Posts’ Women in Business, Executive Board Member for the March of Dimes, Chairwoman of the Young Professionals Board of Hartford, CT and Western, MA and speaks at many consumer marketing conferences. Gillian graduated with a BA in Communication and triple minored in Marketing, Writing and Speech from Cedar Crest College. She is a marathon runner and equestrian and resides in Middletown, Connecticut with her husband and two daughters, Savannah and Skylar.
Schneider Electric View Bio »
I’m a Chief Global Customer Experience Architect with Schneider Electric. My expertise include developing & enabling Digital IT Strategy & Architecture, leading IT M&A / Divestiture programs, leveraging & introducing emerging technologies through cross-functional leadership and collaboration. Prior to joining Schneider Electric, my experience include acting as a change agent and technology advisor with Big 4 advisory firms and global brands in India, Australia, Europe & USA. I have a MBA with University of Michigan Ross school of Business.
Schneider Electric is a €27 Billion global specialist in energy management and automation with offices in more than 100 countries.
Fidelity Investments View Bio »
Speaker bio coming soon...
Akamai View Bio »
Bonnie is passionate about the idea of possibility and believes that great leaps forward often start with the simple question “what if?”. Consequently, Bonnie joined Akamai in 2013 to create its future-focused Global Customer Advisory Board program and its more present-oriented sister, the Global Executive Briefing Center program.
Prior to Akamai, Bonnie spent 14 years in senior management roles at BMC Software, Compuware & Programart leading sales engineering & customer engagement.
Bonnie holds a Bachelor’s degree in Computer Science & Business Administration from Gordon College. Bonnie is a mom of two high schoolers (Go Boston Latin Academy!) and enjoys scuba diving and living on boats.
8:30am - 9:30am Breakfast
9:30am - 9:35am Argyle Opening Remarks
9:35am-10:10am Keynote featuring Akamai
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Head of Executive Customer Marketing Programs
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.
Director, Customer Engagement Technologies
Bold360 by LogMeIn
10:35am-11:00am Networking Break
11:00am - 11:50am Panel Discussion: "Achieving a Seamless Customer Experience"
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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
Seth Magaw, Director of eDiscovery Client Services
Head of Global Digital Brand Commerce
Vice President, Customer Experience
Vice President Customer Experience,
11:55am-12:15pm Thought Leadership Spotlight: "Making Your Customer Experiences Meaningful and Memorable"
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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.
Principal Solutions Consultant
1:15pm - 2:05pm Panel Discussion: "AI and the Next Generation of Customer Experience"
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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?
Former AVP, User and Customer Experience
Hanover Insurance Group
VP, IT Support Operations
Vice President Marketing and Customer Experience
The Edge Fitness Clubs
Chief Customer Experience Architect
2:05pm-2:25pm Networking Break
2:25pm-3:10pm Keynote Presentation: "Igniting a Virtuous Cycle of Personalized Marketing with AI"
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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.
Global Head of Experience Design
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:
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!
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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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.