Why You Should Attend!



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 experience, Argyle Executive Forum is bringing together leading executives for our annual CX Forum in Toronto. Throughout a full day of content and networking, we will focus on the most pressing issues that customer experience professionals are facing moving into 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  • Evaluating emerging capabilities to revamp outdated call centers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 Toronto Forum included Camille Kiffer, VP Consumer - Digital Channels at Rogers Communications; Lesley Haibach, Vice President, Loyalty at Ipsos; Christine Robertson, Head of Customer Service at Indigo; Cesar Rainusso, VP & Head of North American Digital Channels at Bank of Montreal; Shawn Shanahan, Head of Performance and Operational Excellence at Desjardins General Insurance Group; 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 Toronto area and beyond!

This event will feature insights from top executives, including:

If you'd like to recommend a speaker, please email Rhonda Le at rle@argyleforum.com.

Speaker
Duff Anderson Senior Vice President and Co-Founder
iPerceptions
View Bio »
Speaker
Vicki Benoit Director, Customer Care
Air Canada
View Bio »
Speaker
Darrell Bruce Vice President, Toronto Customer Contact Centre
Scotiabank
View Bio »
Speaker
Chandra Colbear Marketing Director
Dyson
View Bio »
Speaker
Julie Daigle Chief Customer Experience, Customer Quality & Training
Nissan Canada
View Bio »
Speaker
Neel Dayal Director, Innovation
Rogers Communications
View Bio »
Speaker
Corby Fine Vice President, Customer Intelligence & Digital Experience
Rogers Communications
View Bio »
Speaker
Renee Racine-Kinnear Head of Digital Product Design & User Experience
Sears Canada
View Bio »
Speaker
Marcelo Regen Vice President, Allstate Brand - Chief Sales & Marketing Officer
Allstate Canada
View Bio »
Speaker
Simona Salter Vice President, Client Management Merchant Services
American Express
View Bio »
Speaker
Karen Sawyer Head of Customer Loyalty & Growth, Canadian Commercial Banking
Bank of Montreal
View Bio »
Speaker
Michelle Slater Head of Marketing
Twitter
View Bio »
Speaker
Koren Stucki Vice President, Strategic Consulting & Education
Clarabridge
View Bio »
Speaker
Christopher Watchorn Head of Customer Service Network Effectiveness
Canada Post
View Bio »
Speaker
Heidi Wilson Vice President, Ipsos Loyalty
Ipsos
View Bio »
Speaker
Steven Yan General Manager, Zendesk Connect
Zendesk
View Bio »
  • 8:00am – 9:00am Breakfast
  • 9:00am – 9:05am Argyle Executive Forum Opening Remarks
  • 9:05am – 9:10am Session Introduction featuring iPerceptions
    read more »

    Duff Anderson
    Senior Vice President and Co-Founder
    iPerceptions

  • 9:10am – 9:45am Keynote Presentation featuring Twitter: “Customer Care in an Era of Always On, Anytime, Everywhere - Turning F Yous into Thank Yous”
    read more »

    With the power of a Tweet, a customer can provide your company with valuable insights on your product, service or processes, plus tell you exactly how they are feeling about your brand. How your company is perceived by prospects and customers is no longer a marketing function, it's now in the hands of the public.

    Receiving immediate feedback from your customers has revolutionized customer care and requires a shift in internal processes to be able to respond efficiently and effectively in real time. These comments can provide helpful insight into what needs to be improved within your company and in many instances, can provide a window into possible weaknesses with your competitors. Learn tips and best practices for embracing the new era of customer care, how your company can benefit from understanding the power of real time, all the time, anywhere feedback and engage in a meaningful conversation with your customers.

    Michelle Slater, Head of Business Marketing at Twitter Canada will provide practical advice that you can implement immediately in your company to improve customer care and give you a window into the future of customer interactions on Twitter.

    Michelle Slater
    Head of Marketing
    Twitter

  • 9:50am – 10:35am Panel Discussion: “Customer Experience; a Company-wide Priority”
    read more »

    Session topics include, but are not limited to:

    • Building a focus on driving changes, employee engagement and internal collaboration consistency
    • Creating new internal processes, structure and ways of working – to deliver great, engaging experiences
    • Utilizing marketing and sales to drive results and demonstrate ROI
    • Collaborating with IT and HR to ensure positive customer engagement 
    • Efficient training and hiring 

    Moderator:
    Neel Dayal
    Director, Innovation
    Rogers Communications
     
    Panelists:
    Darrell Bruce
    Vice President, Toronto Customer Contact Centre
    Scotiabank
     
    Julie Daigle
    Chief Customer Experience, Customer Quality & Training
    Nissan Canada

    Marcelo Regen
    Vice President, Allstate Brand - Chief Sales & Marketing Officer 
    Allstate Canada

    Koren Stucki
    Vice President, Strategic Consulting & Education
    Clarabridge

  • 10:35am – 11:00am Networking Break
  • 11:00am – 11:35am Keynote Presentation featuring Air Canada: "How a Brand Voice Project Enabled Disparate Customer Contact Teams at Air Canada to Work Together and Improve Customer Care"
    read more »

    Your marketing team has defined your brand voice, and they’ve worked with agencies to create great advertising campaigns. For Marketing, your brand's personality and voice are commonplace concepts. But your customer service teams probably aren’t familiar with the concept of brand voice. They may not know how or why they should use your company’s brand voice to improve customer relations and build connection.

    Vicki Benoit, Director Customer Care will describe how Air Canada’s used the launch of its updated brand voice to get its customer service teams to work together and present a friendly, modern brand persona across the board.

    Though seemingly impossible, the “AC Talks" project brought together people from different parts of the airline to work together toward a unified goal:  to help the company write to customers in an updated, modern, aligned brand voice. These teams worked together to define and document Air Canada’s brand voice, then disseminate it throughout the customer care organization so frontline agents could use the updated brand voice when writing to customers about anything from flight delays to damaged baggage to stranded shipments of lobsters!

    Vicki will share her approach to planning a brand voice project that integrated diverse teams and harnessed their efforts toward the same goal.

    Vicki Benoit
    Director, Customer Care 
    Air Canada

  • 11:35am – 12:00pm Networking Break
  • 12:00pm – 12:35pm Keynote Presentation featuring Rogers Communications: "How to Be an Experience Led Business"
    read more »

    As customers shift to, and expect engaging experiences from the beginning to the end of their journeys, organizations need to think of all the implications in making this strategy come to life. Experiences need to be based on the combination of data and design, and delivered across all channels in a consistent manner. 

    Corby Fine
    Vice President, Customer Intelligence & Digital Experience 
    Rogers Communications

  • 12:35pm – 1:35pm Lunch
  • 1:35pm – 2:20pm 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 

    Moderator:

    Heidi Wilson
    Vice President, Ipsos Loyalty 
    Ipsos

    Panelists:
    Simona Salter
    Vice President, Client Management Merchant Services 
    American Express
     
    Christopher Watchorn
    Head of Customer Service Network Effectiveness 
    Canada Post

    Steven Yan
    General Manager, Zendesk Connect
    Zendesk

  • 2:25pm – 3:00pm Fireside Chat featuring Sears Canada and Dyson: “Transformation in Troubled Waters”
    read more »

    In this fireside chat, we'll discuss the impact that customer-first thinking can have on a brand facing difficult times. 

    Renee will share how Indigo, once threatened by the emergence of digital, harnessed customer-collaboration to support one of the most successful brand transformation stories in Canada. Ten years later, she's back at the beginning of that cycle with another business facing the do-or-die of transformation. She'll discuss the tactics she's now employing at Sears Canada as part of their transformation efforts.

    Renee Racine-Kinnear
    Head of Digital Product Design & UX, Initium eCommerce Lab
    Sears Canada

    Interviewed by

    Chandra Colbear
    Marketing Director 
    Dyson

  • 3:00pm – 3:15pm Networking Break
  • 3:15pm – 3:50pm Keynote Presentation featuring Bank of Montreal: “Simplify your Loyalty Building Blocks”
    read more »

    Karen will share insights from the B2B space, using some thought-provoking questions to help guide a customer-focused approach in any organization.  Based on the principles of simplicity and execution, and using examples from BMO Business Banking, she will review insights and actions that have proven to increase loyalty with customers and that continue to foster a client-centered approach with employees.

    Karen Sawyer
    Head of Customer Loyalty & Growth, Canadian Commercial Banking 
    Bank of Montreal

  • 3:50pm – 3:55pm Argyle Executive Forum Closing Remarks
  • 3:55pm – 4:55pm 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 Toronto"
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.

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

The Westin Harbour Castle


1 Harbour Square
Toronto, ON M5J 1A6, Canada
Telephone: 1 416-869-1600
Website