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  • Evaluating emerging capabilities to revamp outdated call centers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
ARGYLE HOST Jonathan Alloy Vice President, Innovation
Wells Fargo
View Bio »
Speaker
Nitin Badjatia Head of Product Strategy, Customer Service Management
ServiceNow
View Bio »
Speaker
Katherine Chan Customer Experience Global Service Manager
airbnb
View Bio »
Speaker
Mehran Entezari Senior Management, IT
Credit Karma
View Bio »
Speaker
Stephen Fioretti Vice President, Product Management
Oracle
View Bio »
Speaker
Kelly Hendricks Area Vice President, Global Customer Services
Verizon
View Bio »
Speaker
Brian LaRoche Marketing Director
CallMiner
View Bio »
Speaker
Juliette Martinez Director of Customer Strategies at American Heart Association
American Heart Association
View Bio »
Speaker
Shelby Morita-Fowler Vice President Research Manager
Wells Fargo
View Bio »
Speaker
Janice Rapp Director of Product Marketing
NICE inContact
View Bio »
Speaker
Marie Ruzzo Director of Product Marketing, Bold360
LogMeIn
View Bio »
Speaker
Lynn Skoczelas Chief Experience Officer
Sharp HealthCare
View Bio »
Speaker
Lisa Sullivan-Cross Chief Marketing Officer
Art.com
View Bio »
Speaker
Lois Townsend Director, Social Media and Community
Autodesk
View Bio »
  • 8:00am - 9:00am 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 

  • 9:00am-9:05am Argyle Host Opening Remarks
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    Jonathan Alloy
    Vice President, Innovation 
    Wells Fargo Innovation Group

  • 9:10am - 9:45am Keynote Session featuring Sharp Health Care
    read more »

    Lynn Skoczelas
    Chief Experience Officer
    Sharp HealthCare

  • 9:45am-10:05am Thought Leadership Spotlight featuring Oracle
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    Stephen Fioretti
    Vice President, Product Management
    Oracle

  • 10:05am-10:30am Networking Break
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  • 10:30am-11:20am Panel Discussion:“Data’s Growing Role in Deepening Knowledge About Customer Insights”
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    Session topics include, but are not limited to:

    • How are you translating data into actionable consumer insights and better decision making?
    • Can you share some tactics for discovering, segmenting, targeting and engaging consumers?
    • What are some best practices for prioritizing and governing investments in data analytics and insight generation?
    • How are you staying ahead of the competition and trends as they’re emerging with real time data?
    • How are you measuring results and demonstrating ROI in the new digital context to your department and the executive team?

    Moderator:

    Mehran Entezari
    Senior Management, IT
    Credit Karma

    Panelists:

    Nitin Badjatia
    Head of Product Strategy, Customer Service Management
    ServiceNow

    Lisa Sullivan-Cross
    Chief Marketing Officer
    Art.com

  • 11:25am-11:45am Thought Leadership Spotlight featuring Bold360: "Navigating the New Era of Customer Engagement, Why CRM is not Enough"
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    With an affinity for smartphones and messaging apps, consumers have changed the way they engage with businesses. Today’s customers are more demanding, highly informed, and communicate with brands on a variety of platforms. As this behavior drives to an increasingly digital experience, businesses are struggling to keep pace.

    Businesses have looked to their CRM platforms to get closer their customers, but customer engagement cannot be achieved through CRM alone. This new era of customer engagement requires a more robust solution that supercharges the static data from CRMs to help businesses build more profitable, lifelong relationships with their customers.

    Join Argyle Executive Forum, in partnership with Bold360, as we dive into how CRM platforms alone aren’t enough to keep pace with today’s connected customer. We will explore how to:

    • Create personalized experiences to engage customers on a new level
    • Leverage AI to deliver exceptional customer service
    • Empower agents to support more complex interactions and retain customers

    Marie Ruzzo
    Director of Product Marketing
    Bold360

  • 11:45am-12:05pm Networking Break
  • 12:05pm-12:50pm Panel Discussion: "Delivering Seamless Customer Engagement & Support in a Hyper Connected World"
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    Session topics include, but are not limited to:

    • How is your team working to create seamless experiences across channels and devices through any stage in customer journey channels?
    • In what ways are you reducing the customer effort when engaging with your company?
    • Where/how are you meeting your customer i.e. social/mobile, etc.?
    • How are you tapping into all of these channels that customer utilize and communicating tailored content to drive customer loyalty?
    • In what ways are you empowering front line agents to deliver fast, efficient, and frictionless service to improve the customer experience?
    • Using contextually relevant data to create truly personalized experience
    • How can you measure and track customer satisfaction?

    Moderator:

    Katherine Chan
    Customer Experience Global Service Manager
    airbnb

    Panelists:

    Kelly Hendricks
    Area Vice President, Global Customer Services
    Verizon

    Brian LaRoche
    Marketing Director
    CallMiner

    Lois Townsend
    Director, Social Media and Community 
    Autodesk

  • 12:50pm-1:10pm Thought Leadership Spotlight: "Your Customer Service isn't as Effective as You Think it is"
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    Today’s contact centers support an average of nine channels and consumers have come to expect the ability to communicate with companies anytime, anywhere and with any device.

    However, groundbreaking research by NICE inContact reveals a significant disconnect between business and consumer perceptions when it comes to quality customer service across channels. Join us for this informative session as we explore:


    • Agent-assisted and self-service channels: Business perception vs. Consumer Reality
    • Three key areas where businesses and consumers agree
    • Drivers of success and your customers’ #1 priority, regardless of channel
    • Your customers’ preferences and how to deploy technologies and strategies to meet their needs

    This is the first and only research study that compares how businesses say they are doing versus how consumers rate their actual experiences. It builds on first-wave research conducted directly with consumers in early 2017.

    Janice Rapp
    Director of Product Marketing
    NICE inContact

  • 1:10pm-2:10pm Lunch
  • 2:10pm-2:45pm Keynote Presentation: "Improving Customer Experiences: Moving Relationships from Transactional to Transformational"
    read more »

    Juliette Martinez
    Director of Customer Strategies

  • 2:45pm - 3:05pm Networking Break
  • 3:05pm-3:40pm Keynote Presentation featuring Wells Fargo
    read more »

    Shelby Morita-Fowler
    Vice President Research Manager
    Wells Fargo

  • 3:40pm-3:45pm Argyle Host Closing Remarks
    read more »

    Jonathan Alloy
    Vice President, Innovation
    Wells Fargo Innovation Group

  • 3:45pm-4:45pm 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! 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