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 Atlanta. Throughout a full day of content and networking, we will focus on the most pressing issues that customer experience professionals are facing in 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 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 Southeast 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
Jim Bass Director Client Advocacy
ADP
View Bio »
Speaker
Tracey Brown Vice President Client Account Management
ADP
View Bio »
Speaker
Latané Conant Chief Marketing Officer
Appirio
View Bio »
Speaker
Drew Cozart Senior Strategic Account Executive
Zendesk
View Bio »
Speaker
Mara Crawford Head of Quality Compliance
Equifax
View Bio »
Speaker
Deserie Dulaney Senior Director, Customer Service Operations
Walmart eCommerce
View Bio »
Speaker
Suzanne Foy Executive Director
Cox Communications
View Bio »
Speaker
Angela Gammill GM – IFS Technology & Strategy
Delta Air Lines
View Bio »
Speaker
Guy Hadnot Head of US Consumer Complaint Reporting
Health Net
View Bio »
Speaker
James Kowalczyk Sr. Director Patient Admission Services
Fresenius Medical Care
View Bio »
Speaker
Mark Lawson Vice President, Marketing & Sales
COX Communications
View Bio »
Speaker
Luke Putnam Head of Global Client Relations Services
AIG
View Bio »
Speaker
Leigh-Anne Spokane Head of Customer Expereince
American Cancer Society
View Bio »
Speaker
Alon Waks Vice President of Segment and Solution Marketing
8x8
View Bio »
Speaker
Porsche Williams Head of Customer Feedback Strategy
Home Depot
View Bio »
  • 8:30am-9:30am Breakfast
  • 9:30am-9:35am Argyle Executive Forum Opening Remarks
  • 9:35am-10:10am Keynote Session Featuring ADP
    read more »

    Tracey Brown
    Vice President Client Account Management
    ADP

  • 10:15am-10:35am Thought Leadership Spotlight Presented by Appirio
    read more »

    Latané Conant
    Chief Marketing Officer
    Appirio

  • 10:35am-11:00am Networking Break
  • 11:00am-11:50am Panel Discussion: "The Modern Day Customer Care and Customer Experience Executive"
    read more »

    • What are the top challenges that the evolution of the customer has presented to you and your team? 
    • What new trends are you seeing? Are millennials changing the way your organization addresses your customers? 
    • How do you create a truly customer-centric company?  Discuss the importance of customer experience and what that means for the brand. 
    • What is important to your brand when it comes to the customer experience?
    • How do resource constraints impact investment in your initiatives? 
    • How are you collaborating with other departments across the c-suite? 
    • How do you see your role changing in 2017?

    Moderator:
    James Kowalczyk
    Senior Director Patient Admission Service
    Fresenius Medical Care

    Panelists:
    Mara Crawford
    Head of Quality Compliance
    Equifax

    Deserie Dulaney
    Senior Director, Customer Service Operations
    Walmart eCommerce

    Alon Waks
    Vice President of Segment and Solution Marketing
    8x8

  • 11:50am-12:15am Networking Break
  • 12:15pm-12:55pm Keynote Session Featuring Delta Air Lines
    read more »

    Angela Gammill
    General Manager-IFS Technology and Strategy
    Delta Air Lines

  • 12:55pm-1:55pm Lunch
  • 1:55pm-2:00pm Session Introduction Featuring Zendesk
    read more »

    Drew Cozart
    Senior Strategic Account Executive
    Zendesk

  • 2:00pm-2:50pm Panel Discussion: "Customer Experience Lessons Learned: The Good, The Bad, and Everything in Between"
    read more »

    Session topics include, but are not limited to:

    • In what ways are you empowering frontline agents to deliver fast, efficient, and frictionless service to improve the customer experience?
    • Can you share some challenges in implementing new initiatives?
    • Best practices for understanding customer attitudes, behaviors and processes
    • Best practices for delivering content via numerous channels simultaneously
    • How are you working  to avoid a fragmented experience?
    • How are you bridging the gap between online and offline customer interactions, to develop a content delivery strategy that works across multiple channels?
    • In what ways are you working to stay ahead of the competition and trends as they’re emerging with real time data?

    Moderator:
    Luke Putnam
    Head of Global Client Relations Sevices
    AIG

    Panelists:
    Jim Bass
    Director of Client Advocacy
    ADP

    Leigh-Anne Spokane
    Senior Director, Customer Experience
    American Cancer Society

    Porsche Williams
    Head of Customer Feedback Strategy
    Home Depot

  • 2:50pm-3:05pm Networking Break
  • 3:05pm-3:45pm Fireside Chat Session Featuring Cox Communications
    read more »

    Suzanne Foy
    Executive Director Customer Care
    Cox Communications

    And

    Mark Lawson
    Vice President, Marketing & Sales
    Cox Communications

  • 3:45pm-3:50pm Argyle Executive Forum Closing Remarks
  • 3:50pm-4:50pm Cocktail 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 Atlanta
is proudly sponsored by:

About Image
  • "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 hotels are recommended by Argyle Executive Forum. Please note that we do not have a corporate rate.

Venue

Grand Hyatt Atlanta in Buckhead


3300 Peachtree Road NE
Atlanta, GA 30305
Telephone: (888) 421-1442
Website