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 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  • Evaluating emerging capabilities to revamp outdated call centers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!

Register to Attend

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
Renee Cacchillo Senior Vice President Customer, Brand & Technology
Safelite Group
View Bio »
Speaker
Mauricio Camargo Director of Customer Care
United States Cellular Corporation
View Bio »
Speaker
Rajesh Char Head of Digital Customer Experience
Ricoh
View Bio »
Speaker
Dana Dymek Head of User Experience
Gogo
View Bio »
Speaker
Vince Jackson Vice President Customer Care and Integrity
Angie's List
View Bio »
Speaker
Ryan Lutterbach Head of UX, Senior Director
Sears
View Bio »
Speaker
Kerry McAleer-Forte Head of User Experience Research
Sears Holdings
View Bio »
Speaker
Kristina O'Brien VP, Customer Experience Design and Planning
BMO Harris Bank
View Bio »
Speaker
Juliane Trapp Pearson Head of Customer Experience at Blue Cross and Blue Shield of Illinois, Montana, New Mexico, Oklahoma & Texas
Health Care Service Corporation
View Bio »
Speaker
Jaspar Weir Co-Founder and President
TaskUs
View Bio »
Speaker
Mike Wokosin Chief Marketing Officer, Vice President, Digital Marketing, CRM and Partnerships
Redbox
View Bio »
  • 8:30am-9:30am Breakfast
  • 9:30am-9:35am Argyle Executive Forum Opening Remarks
  • 9:35am-10:15am Keynote Presentation featuring Dan Gingiss: Author of "Winning at Social Customer Care"
    read more »

    Dan Gingiss
    Author of "Winning at Social Customer Care"
    Head of Digital Marketing 
    Humana

  • 10:20am-10:40am Thought Leadership Spotlight featuring Salesforce
  • 10:40am-11:00 Networking Break
  • 11:00am-11:50am Panel Discussion: "Defining CX with Data and Analytics"
    read more »

    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 

    Panelists:

    Rajesh Char
    Head of Digital Customer Experience
    Ricoh

    Juliane Trapp Pearson
    Head of Customer Experience at Blue Cross and Blue Shield of Illinois, Montana, New Mexico, Oklahoma & Texas
    Health Care Service Corporation

    Dana Dymek
    Head of User Experience
    Gogo

  • 11:50am-12:15pm Networking Break
  • 12:15pm-12:55pm Keynote Presentation featuring Safelite
    read more »

    Renee Cacchillo
    Senior Vice President Customer, Brand & Technology
    Safelite Group

  • 12:55pm-1:55pm Lunch
  • 1:55pm-2:45pm Panel Discussion: "The Modern Day Customer Care and Customer Experience Executive"
    read more »

    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?

    Panelists:

    Mike Wokosin
    Chief Marketing Officer, Vice President, Digital Marketing, CRM and Partnerships
    Redbox

    Kristina OBrien
    VP Customer Experience Design and Planning
    BMO Harris Bank

    Mauricio Camargo
    Director of Customer Care
    United States Cellular Corporation

    Vince Jackson
    Vice President Customer Care and Integrity
    Angie's List

  • 2:45pm-3:00pm Networking Break
  • 3:00pm-3:40pm Keynote Session TBA
  • 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:

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! Email DJordan@argyleforum.com , or have your colleagues 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 Chicago"
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:

The below hotels are recommended by Argyle Executive Forum. Please note that we do not have a corporate rate.

Venue

Hotel Blake Chicago


500 South Dearborn
Chicago, IL 60605
Telephone: (312) 986-1234
Website