Why You Should Attend!



Argyle Forum is bringing together leading customer experience executives for our biannual CX Fall 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:

  • 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  • Evaluating emerging capabilities to revamp outdated call centers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 enable candid discussions with your peers focused on these topics and more. We look forward to hosting you alongside our community of Fortune 500 CX leaders hailing from the Bay Area and beyond!

Register to Attend

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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
Marie Floyd Senior Vice President, Digital Customer Experience
Wells Fargo & Company
View Bio »
Speaker
Kelly Freitas Senior Director Digital Customer Experience and Research
VSP
View Bio »
Speaker
John Ingersoll Vice President Brand Marketing, Customer Experience
CSAA
View Bio »
Speaker
Juliette Martinez Director of Customer Strategies at American Heart Association
American Heart Association
View Bio »
Speaker
Lynn Skoczelas Chief Experience Officer
Sharp HealthCare
View Bio »
Speaker
Lisa Sullivan-Cross Chief Marketing Officer
Art.com
View Bio »
  • 8:30am - 9:30am Breakfast
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    Kick off the day with a healthy breakfast and networking. Connect with your peers in the CX community from a variety of industries before the morning’s content begins.

  • 9:30am - 9:35am Argyle Opening Remarks
  • 9:35am - 10:10am Opening Keynote Session
  • 10:10am - 10:35am Networking Break
  • 10:35am - 11:25am Panel Discussion: "Adding Heart and Structure to Drive Results"
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    Session topics include, but are not limited to:

    • Building a focus on driving change, employee engagement and internal collaboration consistently
    • Best practices in creating a human-centric approach and enabling an organization to focus on consumers as individuals
    • Creating new internal processes, structure and ways of working – to deliver great, engaging experiences
    • Exploring ways to improve the employee

  • 11:25am - 11:45am Networking Break
  • 11:45am - 12:30pm Panel Discussion: "Delivering Personalized Journeys"
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    Session topics include, but are not limited to:

    • Best practices for understanding customer attitudes, behaviors and processes
    • Best practices for delivering content via numerous channels simultaneously
    • How to avoid a fragmented experience
    • Bridging the gap between online and offline customer interactions, to develop a content delivery strategy that works across multiple channels
    • Rethinking the concept of "identity" to help improve interactions with customers
    • Examples of ways to map complex systems to a customer journey
    • Models for tracking and managing an end-to-end conversation
    • Insights on approaching complex journeys within an existing technology ecosystem

  • 12:30pm - 1:30pm Lunch
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    Take a midday break to grab lunch, network with your peers, and discuss the morning presentations. 

  • 1:30pm - 2:20pm Panel Discussion: “Leveraging Self-Service to Connect with the Customer”
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    Session topics include, but are not limited to: 

    • Where to start delivering intelligent customer service
    • Best practices for creating effortless and robust self-service experiences for your customers
    • Understanding your customer as they interact with your company online
    • Building processes to support and sustain self-service programs
    • The role of technology in successful self-service
      • Exploring technologies can you use to increase relevance and reduce effort for customers
    • Measuring and quantifying success - deciding with metrics matter

  • 2:20pm - 2:40pm Networking Break
  • 2:40pm - 3:15pm Keynote Session: "The Modern Day Customer Care and Customer Experience Executive"
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    In this day and age, what does a "modern" customer experience executive look like? With so many new innovations emerging, focusing on creating more seamless and dynamic experiences, this session will explore how the evolution of the customer affects the role of the customer experience executive. This session will discuss key challenges that executives are still facing in customer engagement, and predictions for the future of customer experience.

  • 3:20pm - 3:55pm Closing Keynote Session
  • 3:55pm - 4:00pm Argyle Closing Remarks
  • 4:00pm - 5:00pm Closing Reception
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    Wrap up the day with a cocktail (or a few!), and head home with new connections and a notebook full of key takeaways to implement back at the office.

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! request a pass.

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:

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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.

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

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 $234.00 per night, taxes not included. In order to receive this rate, please book your room no later than Wednesday, November 22, 2017.

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

Venue

San Francisco Marriott Union Square


480 Sutter Street
San Francisco, CA 94108
Telephone: (866) 912-0973
Website