2017 Customer Experience Leadership Forum
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- Evaluating emerging capabilities to revamp outdated call centers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 email@example.com.
Wells Fargo View Bio »
Jonathan Alloy is Vice President at Wells Fargo Bank in San Francisco. He leads product management for wholesale customer due diligence tools, and previously crafted social media and marketing campaigns for consumer debit cards. Jonathan completed DuPont’s Marketing Leadership Development Program and served as vice chair of San Francisco’s General Obligation Bond Oversight Committee. He holds an MBA from the University of Michigan and a BS from Frostburg State University.
JPMorgan Chase & Co. View Bio »
Jon H. Black is VP, Voice of the Customer – Digital Analytics for JPMorgan Chase & Co. He manages survey operations for Chase.com and its digital lines of business, as well as its internal VoC analytics platform – closing the customer feedback loop.
Prior to JPMC, he worked as principal consultant and statistician for Clarabridge, an Enterprise SaaS survey and text analytics platform as well as Market Metrix a survey customer feedback platform. His analyses have been published in Hotel Business Review, Hotel Management, Tnooz and Hotel Chatter as well as being a speaker at the 2014 Cornell Hospitality Research Summit focusing on VoC & Text Analytics. In 2010, he published articles on the Oil & Gas and Banking & Finance industries for The Oil & Gas Year - country-specific analyses for Libya, Egypt and Kurdistan and Iran. He lived and worked in Istanbul, Turkey from 2001 to 2011 and published digital content for the venture capital, private equity and finance industries on Turkey and the Middle East. His first foray into data analytics was while working for Internet filtering company, N2H2, Inc. in 1998 – categorizing the Internet surfing habits of K-12 schools – at a time when the medium was exploding. He has a MSc in Financial Economics from Yeditepe University, Istanbul Turkey, and a BA in Hotel & Restaurant Administration from Washington State University.
SunRun View Bio »
Amy Esensten is head of customer care for Sunrun focusing on best in class service throughout Customer Care, Service Dispatching, Service Transfer, and Monitoring teams. Amy has a passion for creating a fun, engaging environment while leading business process improvements.
Amy has spent her career building and leading customer service teams focused on optimizing the customer experience. She attended Augsburg College in Minneapolis, Minnesota and prior to Sunrun, lead customer service operations in the manufacturing sector as well as e-commerce outsourcing.
Verizon View Bio »
Kelly Hendricks is Area Vice President, Global Client Services for Verizon. In this role, she has responsibility for field service management, technical support and program management serving the largest vertical enterprise clients based in the Western United States. Her team ensures customers receive world-class care and execution for the delivery and management of services to optimize business outcomes, including solutions for intelligent networks, dynamic cloud, mobile workforce and connected machines. She also has responsibility for the creation and execution of strategic initiatives.
In her previous position as director, Service Operations for MCI, Hendricks managed operations for the national business markets call routing strategy, the development and delivery of Customer Service training, and had accountability for business process improvement activities across the Global service organization.
Hendricks joined MFS Communications in 1994, which later merged with WorldCom, MCI, and was later purchased by Verizon Business, as the director of Sales and Service operations. In this role, she quickly demonstrated her abilities as an accomplished facilitator of improvement activities and was asked to lead a company-wide restructuring strategy to optimize efficiencies and financial performance. Her achievements with this project earned her a spot on the executive staff reporting to the CEO as the Quality officer for MFS Intelent. At the completion of the merger, Hendricks transitioned into a new role retaining her quality focus and adding web communications, call quality monitoring programs, ISO 9001-2000 program and registration management and business consulting services.
Hendricks received her BA from the University of California, Berkeley. She serves on the advisory council for the Lawrence Hall of Science in Berkeley, is a certified ISO 9001 internal auditor, a member of the executive community Watermark, and a member of the Women’s Association of Verizon Employees (WAVE) where she was recognized as a Verizon leader who made a difference professionally, personally and in her community. She is a graduate of Verizon’s Executive Talent program for women. Hendricks volunteers with American Corporate Partners as a professional mentor for veterans and serves as student and alumni mentor for the University of Oregon Parent Professional Network.
Equinix View Bio »
Brian Lillie joined Equinix in August 2008 and has been focused on building business value through strategic and innovative product development and information technology initiatives. As Chief Customer Officer and EVP of Technology Services, Lillie directly leads the Global Customer Success Organization, which includes Global Customer Care, Global Customer Experience, Global Customer Process, and Global Technology Services, including IT and Interconnection Product Engineering. Previous to this assignment and for the past eight years, Lillie served as Global CIO of Equinix, where he helped lead enterprise-wide IT initiatives and develop the innovative and ground-breaking Equinix Cloud Exchange portal and API platform, the Equinix Customer Portal, Equinix Marketplace Portal, and the Equinix Internet Exchange Portal. Mr. Lillie also developed and led the global Equinix-on-Equinix program, which demonstrates the value across the applications, server, storage, and data/analytics stack running on Platform Equinix for current and prospective Equinix clients.
Before joining Equinix in 2008, Mr. Lillie held several senior-level executive roles at VeriSign, including Vice President of Global Information Systems and Vice President of Global Sales Operations. Prior to VeriSign, Mr. Lillie was Senior Director of Enterprise Applications at Silicon Graphics (SGI), where he successfully implemented Oracle ERP globally. Prior to these roles, Lillie held several leadership roles in the U.S. Air Force, where he worked in space research and development, satellite operations, and military computers and communications.
Mr. Lillie holds a Master of Science degree in Management from Stanford University’s Graduate School of Business, a Master of Science degree in Telecommunications Management from Golden Gate University and a Bachelor of Science degree in Mathematics from Montana State University.
Vivint View Bio »
As Vivint Smart Home’s Senior Director of Customer Experience, Norm is responsible for leading his team in delivering world-class customer service to Vivint’s 1.2 million customers in North America. Vivint’s three contact center campuses employ more than 1,100 representatives who focus on delivering a top-notch customer experience and was recognized as the 2016 Gold Stevie Winner for Contact Center of the Year (Over 100 Seats) in the Technology Industry category. With over a decade of experience leading and building successful customer-facing teams for companies like Omniture and Adobe Systems, Norm has worked with some of the most well-respected companies in the world in delivering a first-class customer experience. Outside of work, Norm is a busy dad of four great kids, along with his amazing wife. As a family they love being outdoors, exploring Utah’s mountains and movies.
Google View Bio »
Dutta Satadip heads the Customer Success organization for the Americas region at Google. He is responsible for comprehensively driving customer retention, achieving sales targets, and scaling operations across a multi-billion dollar portfolio of over 150 products with teams in 13 different offices. He has more than 20 years of industry experience and has held various senior leadership roles in most key operating areas, including: Pre Sales, Business Operations, Product Strategy, Product Management, Product Marketing, Engineering as well as Consulting positions. He specializes in transforming organizations by identifying the right strategic levers to drive the business while minimizing risk.
Dutta has operated extensively in both developed and emerging countries. He has worked in startups and large corporations scaling businesses by driving customer engagement, identifying key product improvements and building strategic, revenue-oriented partnerships. He has developed innovative market solutions for a variety of enterprise customers and consumers.
Confirmit View Bio »
I’m an architect of action-based customer intelligence solutions and data-driven customer experience strategy. An innovative solution architect, I focus on customer data capture and insights design methodology. I guide clients in understanding why, when and how to listen to the voice of the customer, blending behavioral CRM data with survey sentiment to tell a fuller story of the customer within the context of the customer’s journey. Optimizing the customer experience is the guiding light for all of my efforts, and inspiring people to leverage all this customer intelligence into becoming a better company is particularly fun.
Outside of work I love climbing mountains throughout Colorado and beyond, riding my Harley Davidson, downhill and cross country skiing, traveling off the beaten path, caring for my dogs, cooking and reading obsessively. I hike a section of the Appalachian Trail northbound every year. I have a weakness for wine, music and muscle cars.
I’m on fire when I’m engaged in calculated risk-taking, innovating and building things.
Autodesk View Bio »
Heather Simon is the Director of Service Design for Autodesk and an occasional speaker at industry events. For the past four years, Heather has been redesigning the support experience at Autodesk while the company transitions to a subscription model. She has spoken at Dreamforce, sharing Autodesk best practices on support process and content creation. Heather is driven by a customer-first mentality and uses her customer experience tools learnt from Amazon where she worked as an Operations Program Manager and Product Manager for Kindle. Heather is a past winner of the Association of Support Professionals “Top Ten web support sites” and is looking forward to transforming the way companies help customers at scale.
Juniper Networks View Bio »
A veteran of high-tech in Silicon Valley for over 2 decades. I have had the good fortune of being a member of a number of technology companies from defense contracting to computer development and manufacturing then on to software development and sales finally landing in security and networking – currently doing the job, I love most – Customer Service & Support.
I began my career in Aerospace at Lockheed Missiles and Space Company in the Central Finance Department. After growing bored with finance and accounting, I moved over to the Missiles Systems Division to the role of a Contracts Manager – where I spent 4 years managing and negotiating contracts for the Fleet Ballistic Missile program.
Following Lockheed, I entered into the Pre-IPO, start-up world and spent the next 10 years navigating through many different companies, in many diverse roles, gaining and growing my skills along the way. I have had the distinct pleasure of working for many innovative and leading edge technology companies in my career: Microsoft, Netscape/AOL, Fujitsu, NetScreen Technologies, Quickturn Design Systems HAL Computer and Eagle Computer.
I joined Juniper Networks 14 years ago and I currently lead the Global Customer Care and Business Operations teams. My responsibilities include – The ‘First Impression and Customer Experience for Juniper’s customers - Everything Call Center related’ – including managing strategically placed first level call centers in Manila, Philippines, Wroclaw, Poland and Dalian, China. At Juniper Networks, Inc., the Customer Experience is of the utmost importance and it is my team’s responsibility to Deliver a Remarkable Customer Experience 100% of the time.
On the other side of the business in order for the remarkable customer experience to be possible at the initial point of customer contact, I am also responsible for the cross matrixed back office team of data analysts and stewards who are responsible for global policy and process development driving data and systems integrity.
My life outside of work – I am a certified professional sports junkie – my favorite teams are the Golden State Warriors, Oakland A’s and Denver Broncos. My ‘Bucket List’ includes my family hobby of visiting professional sports venues – aka known as stadiums. It is my dream to visit and attend a game at all stadiums in the four major US professional sports (hockey, basketball, baseball and football) in my lifetime.
Blue Shield of California View Bio »
Cecilia Sun is vice president of Digital Customer Experience at Blue Shield of California, a 4-million member nonprofit health plan that serves the state’s commercial, individual and government markets. Sun is responsible for Blue Shield’s digital experience across all user groups, including members, providers, brokers and employers.
Sun has more than 15 years of experience in product development, partnership management and customer experience for large organizations. Prior to joining Blue Shield, she served as vice president of Global Digital Servicing at American Express, where she led a global team of product managers responsible for developing customer facing products, including live chat, voice response and mobile video service channels.
Sun earned a bachelor's degree from the Georgetown University.
Prezi View Bio »
Karen leads the sales, customer success, and support teams at Prezi, and is passionate about growing and delivering value for its customer base. She leads the charge in expanding Prezi into teams and businesses, and in helping these business users adopt and maximize value out of the product.
Prior to Prezi, she spent 6 years at Google in the Ads and Enterprise space, where she led teams around sales, account management, and renewals. She has an Engineering and Business degree from UC Berkeley and Wharton, respectively, and worked at General Electric in a variety of roles before transitioning to tech.
U.S. Bank View Bio »
Speaker bio coming soon...
TaskUs View Bio »
Jaspar Weir is the Co-Founder and President at TaskUs. He focuses on leading the company’s transformational growth and strategic initiatives so that it can provide its clients access to the people, the process, and the technology required to scale quickly, to excel operationally, and to increase the bottom line.
Before TaskUs, Jaspar co-founded two other companies with his best friend and TaskUs' CEO, Bryce Maddock.
Jaspar has been named to Inc Magazine's 30 under 30 and is a two-time finalist in EY's Entrepreneur of the Year Award. He spreads his entrepreneurial learnings to students in The Network for Teaching Entrepreneurship and guest lectures at the University of Southern California.
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.
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
Vice President, Wholesale Banking Product Management
Director, Customer Success – Americas
Director, VOC Consulting, Americas
Vice President, Digital Customer Experience and Innovation
Blue Shield of California
Vice President, Omnichannel Service Pathways
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
Senior Director, Global Customer Care
Head of Customer Care
AVP, Global Client Services
Senior Director, Customer Experience
Co-Founder and President
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!
Chief Customer Officer, EVP Technology Services
AVP, Global Client Services
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.
Head of Service Design
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.
Head of Customer Success, Support, Sales
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:
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
"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
The below hotel is recommended by Argyle Executive Forum. Please note that we do not have a corporate rate.