2017 Customer Experience Leadership Forum
Why You Should Attend!#ArgyleCX
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 Chicago. 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:
- Evaluating emerging capabilities to revamp outdated call centers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. Speakers at last year’s Chicago Forum included Sandra Pineau-Boddison, Senior Vice President Customers, United Airlines; Troy Mills, Divisional Vice President Customer Care Operations, Walgreens; Iram Shah, Senior Vice President, Customer Transformation, Schneider Electric; Brian Doherty, Head of Creative Services and UX, Gogo, Dann Allen, Vice President, Customer Experience Management, Bank of the West, 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 Midwest 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 email@example.com.
Salesforce View Bio »
Mark is a thought leader in Customer Support and Field Service who has worked with Salesforce Service Cloud customers of all sizes and industries, including large, complex and strategic implementations that required deep Service transformation as well as quickly moving projects for fast-moving companies. He has led partner practice building efforts for Service Cloud partners and worked with existing customers to resolve growth issues. He has been deeply engaged with customers and partners implementing and using Salesforce Field Service Lightning.
Mark joined Salesforce in 2010 as a Service Expert, bringing extensive experience in customer service and support solutions. He spent the previous decade building and leading contact center implementations globally. He also brings years of finance, accounting and military experience to the table in solving today's business challenges.
Safelite Group View Bio »
Since joining Safelite Group in August 2011, Renee Cacchillo has been an influential leader who helped achieve the company’s goals by working collaboratively across various business units.
She began vice president of service delivery – a role created to establish Safelite as a world-class service organization, by driving performance in the areas of customer service and labor management.
With demonstrated results, she continued to grow in her role and in 2013 earned expanded responsibility for enhancing the company’s brand journey, including data analytics, digital marketing, and advertising as vice president of customer & brand strategy.
In May 2015, Cacchillo also become responsible for the strategic direction of Safelite’s technology team and was promoted to senior vice president of customer, brand and technology. In this unique role, she is responsible for leading the company-wide effort to align the customer experience, marketing efforts, and technical enhancements more acutely.
Throughout her career at Safelite, Cacchillo has helped provide better customer and business insight by identifying new ways to listen to customers – for all Safelite business units – on a deeper level, ultimately identifying better ways to meet their needs and prioritize actions for the organization. Additionally, she has helped lead the brand journey across all business units to build preference and generate opportunities at both the national and local levels. With her strategic direction of the technology team, Safelite will accelerate efforts to deliver to customers on its brand promise.
With more than 15 years of experience, Cacchillo brings a wealth of experience, best-practice knowledge and a proven track record of success around improving the customer experience. Her background includes delivering results in fast-paced, consumer-focused businesses such as Bob Evans and Mimi’s Café Restaurants, Bath & Body Works/Limited Brands, Hallmark and Dillard’s Department Stores. She also has more than 5 years of experience at Accenture in leading large scale system implementations as well as in change management.
Cacchillo is a member of the Customer Experience Professionals Association and serves on the Service Council Advisory Board. She has been the keynote speaker at variety of service-related conferences, including Argyle’s Customer Care Series, Chief Service Officer Summit, Forum for Customer Experience Professionals, Field Services, and Smarter Services Symposium.
Under her leadership, Safelite has won a number of customer service-related awards, such as:
- 2015 1to1 Customer Champion Award
- 2015 Best in Biz: Customer Friendly Company, Gold Medalist
- 2015 Loyalty360 CX Award: Customer Insights, Bronze Level
- 2015 Temkin Customer Experience Excellence Award
- 2014 CXPA CX Innovation Award
- 2014 Loyalty360 CX Awards
- 2014 Professional Association for Customer Engagement Customer Experience Excellence Award for Innovation
- 2014 Stevie Silver Award for Sales & Customer Service (Customer Service Innovation category)
- 2013 Best in Biz: Customer Friendly Company, Gold Medalist
- 2013 Temkin Customer Experience Excellence Award
Cacchillo earned her BS in Business Administration and an MBA with an emphasis in Marketing from the University of Kansas. She and her husband live in New Albany, Ohio with their 14-year-old twin daughters.
United States Cellular Corporation View Bio »
Mauricio’s professional career reflects over fifteen years of call center and wireless leadership experience along with five years of international experience in project analysis in the business administration and public health fields in Bogota’, Columbia. In his role as Director of U.S. Cellular’s Waukesha Customer Care Center he leads a team dedicated to enhancing the customer experience and achieving operational excellence.
His demonstrated skills and expertise include the development of business objectives, leading strategies, establishing organizational plans, and coordinating corporate strategies to ensure success. He has been instrumental in the implementation of initiatives that require collaboration across multiple functional disciplines and levels within the organization. His achievements include:
- Development of Escalation Queue during new billing system update
- Implementation of a call center multi-lingual queue
- Recipient of a TDS Outstanding Performance Award
- Recipient of a U.S. Cellular Dynamic Excellence Award
Mauricio earned his BS in Business Administration and an MBA from the University of Phoenix. Mauricio is originally from Bogota’, Colombia. He is the proud parent of a 14-year-old daughter and a 12 year old son.
Gogo View Bio »
Dana Dymek leads the User Experience design strategy and execution for Gogo’s commercial organization. His team partners with airline customers, and internal business stakeholders to define technology roadmaps, deliver experience designs and measure customer and passenger success.
Recent project deliveries:
- Flexible and scalable, AWS based, Wifi and Entertainment portal that shortened time to market, and increased conversion
- Customer Care redesign that improves service resolution speed
- Business intelligence design that enables partners to access service performance and maintenance data in real-time
Future efforts are focused on scalable reporting of customer and passenger experiences, and creating customer tools to quickly resolve hardware and software issues.
Humana View Bio »
Dan's 20-year career has consistently focused on delighting customers, spanning multiple disciplines including social media, customer service, marketing, and digital customer experience. Dan has hands-on experience as an executive at multiple Fortune 300 companies.
Dan is the author of the new book, "Winning at Social Customer Care: How Top Brands Design Engaging Experiences on Social Media". He also hosts the “Focus on Customer Service” podcast, where he interviews brands which are renowned for outstanding customer service in social media, garnering tips and best practices. The podcast was recently named one of "The 50 Best Customer Retention Podcasts to Help You Attract, Engage and Retain Customers" by NGDATA.
A frequent conference speaker, Dan has also been named to several notable industry lists, including:
- "The 30 Most Influential People in Social Customer Service" by Conversocial
- "The Top 15 NPS & Customer Service Thought Leaders to Follow in 2017" by CustomerGauge
- "The Top 10 Service Cloud Influencers" by Traackr
- "50 Social Media Marketing Influencers to Follow" by TopRank Marketing
- "Behind the Brand: 30 Influencers That Drive Social Media for the Brands We Love" by Leadtail and Purematter
Dan holds a B.A. in psychology and communications from the University of Pennsylvania, and an M.B.A. in marketing and strategy from the Kellogg School of Management at Northwestern University. He resides in Chicago with his family and is an avid Cubs fan. You can find him on Twitter at @dgingiss.
Angie's List View Bio »
Vince Jackson, vice president of Customer Care at Angie’s List, has also held leadership roles previously as vice president of Provider Service at United Healthcare and Humana as vice president of Customer Service and Sales Operations-Humana Pharmacy Solutions for 13 years. Prior to that, he served as director of Service Operations at Trigon Blue Cross. Vince has a proven track record of advancing continuous improvement through six sigma and other analytical methods. He is a graduate of Florida Memorial College and holds an MBA from Nova Southeastern University.
Coyote Logistics View Bio »
Jodi Navta is Coyote’s chief marketing officer. Navta joined the pack at Coyote, a leading transportation and logistics service provider, in 2011 and has since built the marketing and communications program from scratch. Navta is at the helm of brand reputation, lead generation, strategy, sales enablement, and customer insights, combining her editorial, marketing, and entrepreneurial experience with her love for Coyote’s people, culture, and industry.
As a third-party logistics (3PL) provider, Coyote arranges truckload, less-than-truckload, and intermodal transportation of shippers’ freight by leveraging a network of more than 40,000 transportation providers. Coyote became a UPS company in August 2015, which added UPS asset utilization, air freight, ocean freight, customs brokerage, and more to Coyote’s portfolio of services. Coyote is known for its mission to change the industry’s expectation of service with its “No Excuses” mentality, and Coyote’s award-winning culture fuels that commitment.
In 2015 the Chicago Tribune awarded Coyote a 2015 Top Workplaces honor for the sixth consecutive year; Crain’s Chicago Business named Coyote one of Chicago’s Coolest Offices; Built In Chicago ranked Coyote #4 on its list of the Top 100 Digital Companies in Chicago; and Inbound Logistics named Coyote to its list of the 2015 Top 100 3PL Providers.
Navta started her career at Sports Illustrated magazine in New York City, then moved to Chicago to attend Northwestern University’s Medill School of Journalism, where she earned her master of science in journalism. Navta held a number of operations, marketing, and strategy positions as a four-time entrepreneur from 2000 to 2011. Navta has worked with Discovery, National Geographic, Pearson, and Houghton Mifflin Harcourt on everything from content creation to product development to publishing.
A graduate of the University of Michigan, Navta swam for the Wolverines all four years of her undergrad career. She earned Academic All-American and NCAA finalist status at the University of Michigan four years in a row and represented the United States at the World University Games in Fukuoka, Japan.
BMO Harris Bank View Bio »
Kristina is a trained and certified Customer Experience Professional with over 23 years of experience leading B2B and B2C customer experience management, success and strategy efforts. She is a passionate customer-centric leader and advocate who believes that a deep understanding of the customer’s journey and experience should be at the center of company culture, all business strategy and action decisions. She enjoys learning and sharing the skills related to improving the customer experience and is a champion for advancing the competencies of the CX profession.
In her current role at BMO Harris, she is responsible for definition and management of the Customer Experience team’s strategic focus and priorities to help identify and drive experience improvements and achieve company-wide NPS goals. She led efforts to create the BMO Harris Design Approach Methodology for journey mapping and is responsible for advancing proactive customer experience thinking and planning across all lines of business. She has helped to develop strong partnerships with various product and strategy teams to provide monitoring and measurement of project success and customer impact. She manages efforts to align the Customer Experience with the Employee Readiness and Customer Communications teams to inform and influence messaging and determine how projects will be delivered to customers. Kristina earned a BS in Marketing as well as Honors Humanities from Ball State University.
Health Care Service Corporation View Bio »
In her current role, Juliane leads the customer experience strategy and design team within HCSC’s corporate strategy office. Working with leaders across the organization, her team uncovers opportunities to reduce friction in the current experience and leads efforts to define, design and deliver the future experience.
Charged with bringing the outside-in perspective to the table, Juliane and her team immerse themselves in research and other exploratory activities to understand the customer’s perspective, emotions, and needs at critical moments. The team then works with business and technology partners to deliver insights that will shape near term and long term efforts to deliver a cohesive, coordinated omnichannel experience to all of HCSC’s constituents, including members, providers, producers, and employers.
Juliane has more than 20 years of health care experience, including work in information technology, user experience, and communications. She graduated from the University of Illinois in Urbana with a degree in English literature.
Creative Virtual View Bio »
Frank has fused his customer service and contact center expertise (drawing on past lives at inContact and Broadview Networks) with his skills as a trainer, facilitator and teacher (an educator for almost 10 years before entering the for-profit world.) The result: an extremely potent customer experience innovation partner for our Fortune 500 clients, including some of the world’s leading brands in banking, telco, insurance, healthcare and leisure.
His passion for smart, seamless customer journeys – whether on web, mobile or voice – is contagious, and no one advocates for keeping it simple for our clients and our clients’ customers like Frank.
Frank graduated from Villanova and earned fellowships at U. Penn, UTSA, and Georgetown. He loves all things ‘90s hip-hop, helping his wife raise three daughters, and coaching basketball (go Wildcats!) in his spare time.
Ricoh Americas View Bio »
A digital jack-of-all-trades, John Matthew Upton has spent over a decade building ecommerce solutions for Fortune 500 companies. Leveraging his field experience with backend structural frameworks including taxonomy, metadata, and product information management (PIM), as well as customer-facing disciplines like content marketing, user experience, and demand generation, JM tries to build digital experiences that are simultaneously easy for customers and fertile for digital marketers.
JM’s current role is Sr. Manager of Analytics program for Ricoh USA. His responsibilities include building and maintaining data capture infrastructure, devising analytical methodologies, A/B testing and optimization, telling the objective truth about the successfulness of digital campaigns even when it runs contrary to popular opinion, and evangelizing the power of data to anyone who will listen.
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.
Zendesk View Bio »
Stephanie Zou leads product marketing efforts for Zendesk's analytics products. She works with Zendesk's internal teams and customers on best practices for measuring and understanding the entire customer experience.
9:00am-9:05am Argyle Executive Forum Opening Remarks
9:05am-9:40am Keynote Presentation featuring Dan Gingiss: "How to Identify the Customer Experiences That Will Get Amplified in Social Media"
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Author of "Winning at Social Customer Care"
Former Head of Digital Marketing
9:45am-10:05am Thought Leadership Spotlight featuring Salesforce: "Deliver Conversational Service On-Site and Elevate the Customer Experience"
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Senior Director Strategy and Operations for the Service Cloud
10:05am-10:30am Networking Break
10:30am-11:20am Panel Discussion: "Defining CX with Data and Analytics"
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Session topics include, but are not limited to:
- Delivering consistent and continuous experiences throughout a customer’s lifecycle
- Smart diagnostics: collecting usable data from chat/call center assistance
- Becoming completely customer-centric; focusing on customer experience analytics
- Building a capable team with proper skills and agile structure
- Driving customer accountability and leveraging self-service
John Matthew Upton
Senior Manager, Analytics & Optimization
Head of User Experience
Juliane Trapp Pearson
Head of Customer Experience at Blue Cross and Blue Shield of Illinois, Montana, New Mexico, Oklahoma & Texas
Health Care Service Corporation
Director Product Marketing
11:25am-11:45am Thought Leadership Spotlight featuring Taskus
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Co-Founder and President
11:45am-12:10pm Networking Break
12:10pm-12:50pm Keynote Presentation featuring Safelite: "Preparing for the Customer of Tomorrow"
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Safelite AutoGlass has become synonymous with service thanks to its People Powered, Customer Driven approach. Using data analytics to listen better to customers, Safelite is forging new territory to implement new technology to make it easier for the customer.
Key learnings will include:
- Where we are in our Customer Driven journey
- Insights into the road toward omni-channel contact
- When to move from data insight into action
- Why your people matter more than data
- Analyzing and measuring customer effort
Senior Vice President Customer, Brand & Technology
1:50pm-2:40pm Panel Discussion: "The Modern Day Customer Care and Customer Experience Executive"
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Session topics include but are not limited to:
- 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?
VP Customer Experience Design and Planning
BMO Harris Bank
Director of Customer Care
United States Cellular Corporation
Vice President Customer Care and Integrity
Vice President of Customer Experience Solutions
2:40pm-3:00pm Networking Break
3:00pm-3:40pm Keynote Session featuring Coyote Logistics
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Chief Marketing Officer
*Please Note: This session is off the record
3:40pm-3:45pm Argyle Executive Forum 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! Email DJordan@argyleforum.com
I don't see the event venue listed. Where will
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