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- Evaluating emerging capabilities to revamp outdated call centers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 firstname.lastname@example.org.
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.
Ricoh View Bio »
Rajesh is a digital native with 20 years of cumulative experience in Digital Commerce as a director, product manager, program manager, technology architect and business strategy consultant in the Consumer & B2B E-commerce, Commercial Insurance and Risk Management and End-user and Enterprise Computing Technology industries.
Currently, Rajesh is the Director of Digital Transformation for Ricoh Americas Corporation. In this role, he is responsible for shaping the Digital future of Ricoh, managing Web, mobile and IoT properties for the US, Canada and 14 Latin Americas countries. Working with a cross-functional group, he owns and manages a multi-year digital transformation roadmap, establishing the framework for an omni-channel and personalized experience for Ricoh’s customers.
Rajesh has overseen culture change at Ricoh with the successful adoption of Scrum, an Agile methodology within a very traditional organization. He leads a team of Product Management, User Experience, Visual Design and Web Development professionals that execute the vision and roadmap he has established for Ricoh’s Digital Customer Experience. He is responsible for evangelizing Ricoh’s digital future to C-level executives and stakeholders and influencing their organizations to change/improve internal business processes to meet the changing needs of Ricoh’s digital customers.
Gogo View Bio »
Speaker bio coming soon...
Angie's List View Bio »
Speaker bio coming soon...
Sears View Bio »
Speaker bio coming soon...
Sears Holdings View Bio »
Speaker bio coming soon...
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.
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.
Redbox View Bio »
Speaker bio coming soon...
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"
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Author of "Winning at Social Customer Care"
Head of Digital Marketing
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
Head of Digital Customer 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
Head of User Experience
11:50am-12:15pm Networking Break
12:15pm-12:55pm Keynote Presentation featuring Safelite
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Senior Vice President Customer, Brand & Technology
1:55pm-2:45pm 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?
Chief Marketing Officer, Vice President, Digital Marketing, CRM and Partnerships
VP Customer Experience Design and Planning
BMO Harris Bank
Director of Customer Care
United States Cellular Corporation
Vice President Customer Care and Integrity
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:
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 , or have your colleagues request a pass.
I don't see the event venue listed. Where will
the meeting be
To maintain exclusivity, we don't release the
venue address until
the registration process has been completed. All
details will be shared once you have requested a
pass and been
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*EXECUTIVES AT THE DIRECTOR-LEVEL AND ABOVE FROM ORGANIZATIONS WITH OVER 100MM IN REVENUES ONLY
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