2017 Customer Experience Leadership Forum
Why You Should Attend!#ArgyleCX
Over the past five years, corporations have become painfully aware that customer experiences define not only brand loyalty, but profitability. To explore the growing importance of customer experiences, Argyle Executive Forum is bringing together leading executives for our annual CX Forum in Dallas. 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- Evaluating emerging capabilities to revamp outdated call centers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 our 2016 Dallas Forum included Dana Dillard, EVP, Chief Customer Officer at Nationstar Mortgage; Dana Hyatt, VP, Customer Experience at Thomson Reuters; Brenda Kerrick, VP, Product Management and Customer Experience at Ambit Energy; Nicole Rafferty, VP for Customer Experience at AT&T; Sara Terry, VP Resident & Family Engagement at Brookdale Senior Living; 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 heart of Texas 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.
Blue Cross & Blue Shield Association View Bio »
Ahmed Ayad is an executive leader and process improvement expert who currently serves as the Director of Customer Satisfaction and Service Optimization at Blue Cross and Blue Shield of North Carolina. In addition to this he also serves as an Adjunct Professor for Drexel University by teaching and creating courses focused on Lean Six Sigma and Project Management. With over 15 years of experience, Ahmed has published and presented numerous Customer Service projects that utilize the Lean Six Sigma methodology. Ahmed previously served as the Director of Process Improvement and Project Management at Cancer Treatment Centers of America. Ahmed is a certified Master Black Belt from Arizona State University as well as a certified Project Manager. He completed an MBA at Aspen University in Colorado and graduated with a BS degree from North Carolina State University. Ahmed currently resides in Apex, North Carolina.
CosmoProf Beauty View Bio »
Anna-Marie is currently the Director of Visual Merchandising at CosmoProf Beauty, part of Sally Beauty Holdings, Inc., a $4B specialty retailer and distributor of professional beauty supplies. Her role drives the customer experience through merchandise planning and presentation in the 1200+ CosmoProf store locations. She is responsible for leading related strategies and execution with executives, buying and inventory teams, marketing, and store operations.
Anna-Marie believes the in-store experience should be interactive and engaging; she brings her passion to life through shopper psychology, analytics, strategic merchandising, and customer/market insights.
With over 12 years in the retail industry, her professional experience includes companies in outdoor sporting goods, mobile/electronics, general merchandise retail and beauty.
She held multiple positions during her tenure at Target Corporation, a Top Fortune 100 Company, acquiring best-in-class merchandising expertise and training, including Six Sigma courses. Her accomplishments garnered 10 honors, including Target Best Team Award at the National convention, as well as 2 SVP awards.
Anna-Marie’s success has been anchored on strong leadership principles, creative thinking, process improvement, and problem-solving skills. Her strengths in relationship building, team development and effective communication help her achieve results in ever-changing, fast-paced environments.
Anna-Marie holds a BA in Psychology, with minors in Business and Sociology, from Concordia College.
Citi View Bio »
As a Customer Champion, I take personal responsibility to enable teams that design and implement solutions influencing Brand Health. I believe it is my obligation to influence business decisions using both facts and emotional customer importance. I moved into the Financial Industry in August 2011 after an accomplished career in Technology. In my current role, I am responsible for digital real-time monitoring, ensuring that Citi clients have best in class servicing across North America product portfolios.
Prior to joining Citi, I spent 16 years at Dell, where I developed a strong suite of programs that embedded Client Experience into the culture. As Director of Global Social Media Listening & Engagement Program, I launched Dell’s Global Listening Command Center, which was responsible for listening to 25k conversations a day across 11 languages. The Command Center has been recognized by Forrester, American Business Awards, Bees Award, & Groundswell as the industry benchmark in how companies should engage with customers. Prior to directing the Social Media Listening efforts, I was responsible for Global Consumer Client Experience, where I led contact center quality, process improvement, escalations management, cost reduction, & NPS. I am known for my ability to shift the customer experience lens from data point focus to a customer driven model centered on engagement and client delight. My Bold tactics and ability to build trust with customers and business partners differentiate the solutions I deliver.
Comfort Systems View Bio »
Lindsey Harris is the Director of Marketing and Customer Loyalty at Comfort Systems USA, a $1.5B HVAC mechanical contractor in the US – named #1 in Houston’s 100 in 2016 and Forbes Most Trustworthy Companies for the past 3 years.
Lindsey is responsible for developing marketing strategies that strengthen and support Comfort’s brand experience not only for the customer, but for Comfort employees as well. For employees, she oversees programs and marketing efforts centered on recruitment and retention. She also works collaboratively with across the country to develop creative sales and marketing programs designed to enhance the customer’s teams experience with the Comfort System’s brand.
She is a contributing factor of improving the company’s service customer retention, employee engagement and overall safety record. In addition, Lindsey is a vital part of the overall growth of the service side of the business. Career accomplishments include successfully delivering initiatives around safety awareness and education; customer experience and loyalty training; employee recognition and engagement; as well as front line employee recruiting/retaining strategies.
Prior to joining Comfort Systems USA, she led marketing efforts for a surgical and implant management solutions company for 9 years. Lindsey holds a Bachelor’s of Science degree in Economics from Texas A & M University and lives in Houston TX with her husband and 3 year old daughter.
Essilor of America View Bio »
As a Customer Engagement Strategist and Service Operations Executive, Diana Helfinstine has been creating innovative strategies and delivering customer engagement experiences across multiple channels for over 20 years, demonstrating proven results increasing brand loyalty and revenues, while decreasing operating expenses. Diana is Vice President of Customer Experience for Essilor of America, with a mission to differentiate the customer experience for the world's leader in prescription eyeglass lenses. Previous experience includes senior customer experience roles for leading healthcare providers, Caremark and Merck. Diana is a frequent speaker at customer experience conferences; has been featured in many industry publications; and is a recognized change agent in building customer-centric organizations.
Ericsson View Bio »
Jamie Kapper is the Head of Global Talent Strategies within the Talent Acquisition organization at Ericsson. Having more than 20 years recruiting and recruiting leadership experience in various environments, Jamie’s experience encompasses strategy design and development of comprehensive recruitment channels for professional, university relations and executive search. Jamie has experience in consulting with business leaders to develop diverse talent strategies. Jamie has led the recruiting function nationally, regionally and globally in corporations such as Alcatel Lucent, USAA, BT Global Services and, currently, with Ericsson.
BBVA Compass View Bio »
Marian is the digital marketing manager for BBVA Compass with experience in the financial industry, e-commerce, and digital marketing. Prior to joining the team at BBVA Compass, Marian has held various e-commerce and digital marketing positions with Stage Stores, JCPenney, and Dallas Harley-Davidson. As a pioneer for all things digital, she has created new digitally focused job positions at each workplace proving the importance of the customer journey through both customer experience and user experience. Marian has BA from Benedictine College and holds a Master’s of Science in Merchandising and Hospitality from the University of North Texas
Citi View Bio »
Sativa has over 20+ years of experience in the Credit Card industry within Marketing, Regulatory Compliance, Public Relations and Finance. She is currently the Senior Vice President for Retail Marketing Support Operations Services for Citi Cards North America.
Sativa has a MBA in Business Administration and a BA in Marketing from the University of Texas at Arlington.
As a dedicated professional with extensive Customer Contact experience in various positions within Citigroup; she has led Consumer and Commercial Customer Service teams, Collections, Control and Compliance, Vendor Management, Operational Support and Public Relations groups. During her tenure her passion and success has been centered on process execution, relationship building and leadership development. Her expertise includes cross-functional leadership/levels, compliance, regulatory, information security, marketing, client development, collections, customer service, employee development, and project management. She demonstrates effective communication and problem-solving skills with the ability to resolve difficult situations under adverse conditions. Her ability to achieve results when faced with multiple priorities and dependencies in a fast-paced environment.
Sativa is wife and a mother of two sons, Jordan (17) and Justin (9). She also holds numerous board and leadership roles within the community Dallas, Arlington and Ft Worth communities. She is a Presidential Service award winner and logs over 1,000 of community service annually in the areas of financial education, community development, educational enrichment and civic responsibility each year. She sits on the Foundation board for Jack and Jill of America Foundation.
Her current philosophy is those things that mean the most to you, should be reflected in the time and attention you give them.
Make-A-Wish North Texas View Bio »
Speaker bio coming soon...
Confirmit View Bio »
I’m an architect of action-based customer intelligence solutions and data-driven customer experience strategy. An innovative solution architect, I focus on customer data capture and insights design methodology. I guide clients in understanding why, when and how to listen to the voice of the customer, blending behavioral CRM data with survey sentiment to tell a fuller story of the customer within the context of the customer’s journey. Optimizing the customer experience is the guiding light for all of my efforts, and inspiring people to leverage all this customer intelligence into becoming a better company is particularly fun.
Outside of work I love climbing mountains throughout Colorado and beyond, riding my Harley Davidson, downhill and cross country skiing, traveling off the beaten path, caring for my dogs, cooking and reading obsessively. I hike a section of the Appalachian Trail northbound every year. I have a weakness for wine, music and muscle cars.
I’m on fire when I’m engaged in calculated risk-taking, innovating and building things.
Dallas Cowboys View Bio »
Paul Turner, CFE is a Certified Facilities Executive and the Director of Event Operations and Security for the Dallas Cowboys and AT&T Stadium. He oversees event management, event and venue security and public services for all events at AT&T Stadium. He was part of the stadium planning group during construction and was responsible for the development of the stadium operations department. Since its opening in 2009, AT&T Stadium has been recognized as one of the world’s premiere sports and entertainment venues and is host to marquee events including the 2010 NBA All-Star Game, Super Bowl XLV and the 2014 NCAA Final Four.
In his 24 years in the public assembly facilities industry, Paul has developed and led numerous guest and event services operations in performing arts centers, arenas and stadiums. He has previously held positions with the NFL Philadelphia Eagles, the NBA Portland Trailblazers and the Cerritos Center for the Performing Arts in Southern California.
Paul is active in the venue management industry and is chair of the Stadium Committee for the International Association of Venue Managers (IAVM). He is a member of the National Advisory Board for the National Center for Spectator Sports Safety and Security (NCS4), a faculty member for the Academy for Venue Safety and Security (AVSS) and serves on the Security Advisory Committee and Facility Coordination Group for the NCAA Men’s Basketball Championship. Paul is well known for developing industry best practices for customer service, event management, security and venue operations. He has created many training and development programs and is a regular presenter at industry meetings and conferences.
Paul has a Bachelor of Arts in Speech Communication from California State University, Long Beach and he lives in Grapevine, Texas with his wife and daughter.
8x8 View Bio »
Alon Waks leads the Segment and Solution Marketing teams at 8x8. His organization drives all Go-to-market, pipeline activities, persona and solution marketing, launches and content. Alon has a vast experience in B2B Marketing, Product Management, GTM and consulting. Prior to 8x8, Alon was the global head of marketing at LivePerson, where he led all content, demand generation, field marketing and global operations, and also served as the head of product marketing for many years. Prior to that, Alon led Product Go-To-Market for Avaya; he oversaw a team that drove all applications and contact center roadmap, enablement, training, channel management and technical marketing globally. Alon previously led the Avaya core solutions marketing, driving a redefinition of the business communication space. He has a rich background in IT consulting, Business Intelligence and project management, working worldwide with enterprise customers Line of Business, IT and marketing. Alon holds a dual degree from Tel Aviv University and an MBA from Duke University.
9:00am-9:05am Argyle Executive Forum Opening Remarks
9:05am-9:40am Keynote Presentation: "Enriching the Fan Experience through Technology, the AT&T Stadium Story"
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Join Paul Turner, Head of Event Operations & Security at the AT& T Stadium and hear how the Cowboys and the AT&T Stadium have applied technology advancements to enhance the attendee experience! Learn about how tech has improved facilities, the use of mobile technology, sales and operations to deliver a compelling and unique customer experience for guests attending events at AT&T Stadium.
Head of Event Operations & Security
9:40am-10:00am Coffee Break
10:00am-10:50am Panel Discussion: “The Modern Day Customer Care and Customer Experience Executive”
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Session topics include, but are not limited to:
- Top challenges that the evolution of the customer has presented
- New Trends, Millennials and how to reach a younger customer
- Creating a customer-centric company; the importance of customer experience and what that means for the brand
- Top priorities when it comes to your brand and customer service
- Dealing with resource constraints and the impact of investment in CX initiatives.
- Collaborating with other departments across the C-suite
- Changes in the CX executives role in 2017
Vice President Coprorate Relations
Make-A-Wish Foundtation of North Texas
Director of Visual Merchandising
Director Marketing & Customer Loyalty
Vice President of Segment and Solution Marketing
- Top challenges that the evolution of the customer has presented
10:50am-11:15am Coffee Break
11:15am-12:05pm Panel Discussion: "Customer Experience Lessons Learned: The Good, the Bad, and Everything in Between"
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Session topics include, but are not limited to:
- Empowering frontline agents to deliver fast, efficient, and frictionless service to improve the customer experience
- Challenges in implementing new initiatives
- Best practices for understanding customer attitudes, behaviors and processes
- Best practices for delivering content via numerous channels simultaneously
- How to avoid a fragmented experience
- Bridging the gap between online and offline customer interactions, to develop a content delivery strategy that works across multiple channels
- Staying ahead of the competition and trends as they’re emerging with real time data
Head of Customer Satisfaction and Service Optimization
Blue Cross & Blue Shield of North Carolina
Vice President, Customer Experience,
Essilor Laboratories of America
Digital Marketing Manager
Sativa Leach Bowen
Senior Vice President, Marketing and Retail Operations
Director VOC Consulting, Americas
1:05pm-1:40pm Keynote Presentation: "The Power of Listening to Deliver Meaningful Real Time Action"
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We have all heard about the power of listening, but whether talking about people or Brands, few of us do this well. To inspire customer loyalty, we must start listening and acting on those insights.
Head of Customer Listening and Engagement
1:40pm-1:55pm Coffee Break
1:55pm-2:30pm Keynote Presentation Featuring Make-A-Wish Foundation
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Vice President Corporate Relations
Make-A-Wish Foundation of North Texas
2:35pm-3:15pm Keynote Presentation Featuring Ericcson
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Head of Global Talent Strategies, Global Talent Acquisition
3:15pm-3:20pm Argyle Executive Forum Closing Remarks
3:20pm-4:20pm Cocktail 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!
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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