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 this positive or negative engagement is defining customer loyalty and ultimately, revenue. To facilitate candid discussions on this reality, Argyle Forum is bringing together leading customer experience executives for a CX 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 driving and measuring the quality of customer engagement. 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:

  • Defining the metrics to effectively measure customer engagement
  • Exploring how CX executives can effectively guide their organization towards customer-centricity
  • Improving employee engagement and performance in order to drive growth

Creating seamless experiences across the entire customer journey, including pre-sales, service and technical support interactions

  • Leveraging self-service to address the needs of the increasingly demanding customer
  • Utilizing automated analytics, cross-channel support, contact rate, and performance support data to better understand your customers

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 New York Forum included Thomas San Filippo, VP Customer Service, Dow Jones; Michael Stromer, VP Digital/ Tech Products, JetBlue Airways; Michael Biondo, VP Customer Operations, iHeartMedia; Brent Cogswell, VP - Customer Care Center, Schneider Electric; Anna Elwood, VP of Operations, Zocdoc, Douglas De Angelo, SVP, Customer Service, Jet.com; 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 New York City 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.

Ahmed Ayad Head of Customer Satisfaction and Service Optimization
Blue Cross & Blue Shield Association
View Bio »
Deserie Dulaney Senior Director, Customer Service Operations
Walmart eCommerce
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Dave Fryer Product Advocate
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Jon Goldmann Director, Brand Engagement
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Angela Gruska Vice President Marketing & Creative
ABC Carpet & Home
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Todd Metzker Head of Customer Service Contact Center
Brooks Brothers
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Stacey Nevel Director, Voice of the Customer Consulting
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Russell Pandolfo Senior Vice President Client Experience
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Liliana Petrova Head of Customer Experience Programs
JetBlue Airways
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  • 8:30am-9:30am Breakfast
  • 9:30am-9:35am Argyle Executive Forum Opening Remarks
  • 9:40am-10:20am Keynote Presentation featuring JetBlue
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    Liliana Petrova,
    Head of Customer Experience Programs,
    JetBlue Airways

  • 10:25am-10:45am Thought Leadership Spotlight featuring Domo
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    Dave Fryer
    Product Advocate

  • 10:45am-11:05am Networking Break
  • 11:05am-11:55am Panel Discussion: "Delivering Seamless End-to-End CX to Delight the Modern Customer"
    read more »

    Session topics include, but are not limited to:

    • Building the infrastructure to understand customer attitudes and behaviors in real time
    • Structuring the team and the broader organization to understand and react to these insights and trends
    • How to avoid a fragmented customer experience developing a content delivery strategy across multiple channels
    • Challenges encountered in bridging the gap between online and offline customer interactions
    • Staying ahead of the competition as more and more organizations leverage real time data to delight the customer
    • Anticipating disruption and investing in innovation

    Angela Gruszka,
    VP, Marketing & Creative,
    ABC Carpet & Home
    Stacey Nevel,
    Director, Voice of the Customer Consulting,
    Todd Metzker
    Head of Customer Service Contact Center
    Brooks Brothers

  • 11:55am-12:20pm Networking Break
  • 12:20pm-1:00pm Keynote Presentation featuring Walmart
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    Deserie Dulaney
    Senior Director, Customer Service Operations,
    Walmart eCommerce

  • 1:00pm-2:00pm Lunch
  • 2:00pm-2:50pm Panel Discussion: "Adding Heart and Structure to Customer Experience to Drive Results"
    read more »

    Panel Discussion: “Adding Heart and Structure to Customer Experience to Drive Results” 

    Session topics include, but are not limited to:

    • Building a focus on driving change, employee engagement, and internal collaboration consistently
    • Best practices in creating a human-centric approach and enabling an organization to focus on consumers as individuals
    • Creating new internal processes, structure and ways of working – to deliver great, engaging experiences
    • Exploring way to motivate employees to deliver great customer experiences
    • The next frontier of exceptional customer experience and service


    Jennifer Tran
    Director of Site Optimization & User Experience
    Russell Pandolfo
    Senior Vice President Client Experience
    Jon Goldmann
    Director, Brand Engagement
    Rami Sarabi
    Director of Customer Service
    L'Occitane en Provence

  • 2:50pm-3:05pm Networking Break
  • 3:05pm-3:45pm Keynote Presentation featuring Blue Cross Blue Sheild
    read more »

    Ahmed Ayad
    Head of Customer Satisfaction and Service Optimization
    Blue Cross & Blue Shield Association

  • 3:45pm-3:50pm Argyle Executive Forum Closing Remarks
  • 3:50pm-4:50pm 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 JHawley@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: Measuring Meaningful Engagement 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.

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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 $343.00 per night, taxes not included. 


The Fitzpatrick Manhattan

687 Lexington Avenue
Between 56th & 57th Street
New York, NY 10022
Telephone: (212) 355-0100