Why You Should Attend!



Argyle Forum is bringing together leading customer experience executives for our biannual CX Fall Forum in New York City. Throughout a full day of content and networking, we will focus on the most pressing issues that customer experience professionals are facing with regards to Creating Experiences for the Hyper-Connected Customer. The agenda will be 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:

  • Utilizing real-rime and predictive analytics to bring the customer into focus
  • Delivering an seamless customer experience that connects across both physical and digital worlds
  • Defining metrics to effectively measure customer engagement
  • Exploring how CX executives can effectively guide their organization towards customer-centricity
  • Leveraging self-service to address the needs of the increasingly demanding customer


Our keynote presentations, fireside chats, panel sessions, and networking breaks will enable candid discussions with your peers focused on these topics and more. We look forward to hosting you alongside our community of Fortune 500 CX leaders hailing from the heart of New York City 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 tbjones@argyleforum.com.

Speaker
ARGYLE HOST Laurie Toscano Executive Director, Global End User Services
The Estée Lauder Companies
View Bio »
Speaker
Weslee Berke Customer Service Director
Boxed
View Bio »
Speaker
Tamar Cohen VP Customer Experience
Zoetis
View Bio »
Speaker
Craig Downing Director, Service Buyer Integration
Salesforce
View Bio »
Speaker
Kristopher Friday Principal Solutions Consultant
Zendesk
View Bio »
Speaker
Susan Hayes Director Customer Care and Customer Systems
Metropolitan Opera Association
View Bio »
Speaker
Ali Heriyanto Director of Technical Support
The Corcoran Group
View Bio »
Speaker
Mike Murphy CEO
Creative Virtual
View Bio »
Speaker
Laure Park Vice President, Customer Experience
Quest Diagnostics
View Bio »
Speaker
Liliana Petrova Head of Customer Experience Programs
JetBlue Airways
View Bio »
Speaker
Lorraine Schumacher Executive CX Advisor and CEM Evangelist
Clarabridge
View Bio »
Speaker
Paddy Srinivasan General Manager & Head of Products – Customer Engagement Business
LogMeIn
View Bio »
Speaker
Erin Wilson Senior Solutions Consultant
Five9
View Bio »
  • 8:00am - 9:00am Breakfast
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  • 9:00am - 9:10am Argyle Opening Remarks
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    Laurie Toscano
    Executive Director ELC IT Service Desks and End User Services
    The Estée Lauder Companies

  • 9:10am-9:50am Keynote Presentation featuring Zoetis
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    Tamar Cohen
    VP Customer Experience
    Zoetis
     

  • 9:55am-10:15am Thought Leadership Spotlight: "Navigating the New Era of Customer Engagement, Why CRM is not Enough”
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    With an affinity for smartphones and messaging apps, consumers have changed the way they engage with businesses. Today’s customers are more demanding, highly informed, and communicate with brands on a variety of platforms. As this behavior drives to an increasingly digital experience, businesses are struggling to keep pace. 
     
    Businesses have looked to their CRM platforms to get closer their customers, but customer engagement cannot be achieved through CRM alone. This new era of customer engagement requires a more robust solution that supercharges the static data from CRMs to help businesses build more profitable, lifelong relationships with their customers. 

    • Create personalized experiences to engage customers on a new level 
    • Leverage AI to deliver exceptional customer service
    • Empower agents to support more complex interactions and retain customers 

    Paddy Srinivasan
    General Manager & Head of Products – Customer Engagement Business
    LogMeIn

  • 10:15am-10:40am Networking Break
  • 10:40am-11:30am Panel Discussion: "Achieving a Seamless Customer Experience"
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    Session topics include, but are not limited to:

    • Creating an omni-channel experience that significantly improves customer engagement 
    • Developing a comprehensive digital transformation strategy for the Customer Care Center 
    • Using contextually relevant data to create truly personalized customer experiences 
    • Taking advantage of new CX technology in your Customer Care Center 
    • Empowering your front line employees to deliver world-class experiences in an omni-channel environment 
    • Building success metrics that demonstrate ROI to the executive team

    Moderator:

    Tamar Cohen
    VP Customer Experience
    Zoetis

    Panelists:
    Weslee Berke
    Customer Service Director
    Boxed

    Ali Heriyanto
    Director of Technical Support
    The Corcoran Group

    Lorraine Schumacher
    Executive CX Advisor and CEM Evangelist
    Clarabridge

    Erin Wilson
    Senior Solutions Consultant
    Five9

  • 11:30am-11:55am Networking Break
  • 11:55am-12:15pm Thought Leadership Spotlight: "Making Your Customer Experiences Meaningful and Memorable"
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    Meaningful and Memorable.  These are the two types of customer experiences you should strive for in all engagements.  How are these achieved today and more importantly what do you need for tomorrow's engagements?  Join Kris as he gives out his recipe for success on creating meaningful and memorable journeys with organic channeling.

    Kristopher Friday
    Principal Solutions Consultant
    Zendesk

  • 12:15pm-1:15pm Lunch
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  • 1:15pm-2:05pm Panel Discussion: "Delivering Excellent Customer Engagement & Support in a Hyper Connected World"
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    Session topics include, but are not limited to:

    • Where/how are you meeting your customer i.e. social/mobile, etc.?
    • How are you tapping into all of these channels that customer utilize and communicating tailored content to drive customer loyalty?
    • How is your organization approaching automation? Is it top of mind your business? 
      • In what ways are you reducing the customer effort when engaging with your company? Does AI play a role in this?
      • Best practices for creating effortless and robust self-service experiences for your customers
    • Using contextually relevant data to create truly personalized experience
    • How can you measure and track customer satisfaction?

    Moderator:

    Laure Park
    Vice President, Customer Experience
    Quest Diagnostics

    Panelists: 

    Susan Hayes
    Director Customer Care and Customer Systems
    Metropolitan Opera Association

    Craig Downing
    Director, Service Buyer Integration
    Salesforce

    Mike Murphy
    CEO
    Creative Virtual

    Laurie Toscano
    Executive Director, ELC IT Service Desks and End User Services
    The Estée Lauder Companies

     

  • 2:05pm-2:25pm Networking Break
  • 2:25pm-3:05pm Keynote Session featuring JetBlue Airways
    read more »

    Liliana Petrova
    Head of Customer Experience Programs
    JetBlue Airways

  • 3:05pm-3:15pm Argyle Host Closing Remarks
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    Laurie Toscano
    Executive Director ELC IT Service Desks and End User Services
    The Estée Lauder Companies

  • 3:15pm-4:15pm 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: Creating Experiences for the Hyper-Connected Customer" in New York 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:

Please note the below is the preferred hotel of Argyle Executive Forum. Please specify that you are part of the Argyle group when booking sleeping rooms in order to receive a discounted rate of $425 per night, taxes not included. For details on where the event will take place, please contact your Argyle relationship manager.

Venue

The Fitzpatrick Grand Central


141 E. 44th Street
New York, NY 10017
Telephone: (800) 367-7701
Website