2017 Customer Experience Leadership Forum: Measuring Meaningful Engagement
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 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!
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.
Artivest View Bio »
Steven Gargano, with over 15 years of experience in the financial services industry, oversees operations and customer support for Artivest - a financial technology platform that elevates the investing experience for investors, advisors, and funds. Previously he served as senior managing director and head of product development and customer support at U.S. Bancorp Fund Services within the Alternative Investment Solutions division. Prior to joining U.S. Bancorp Fund Services, Mr. Gargano was the managing director and head of the planning, strategy, and implementation group at Mariner Investment Group. Before joining Mariner, he held positions in Deloitte & Touche’s investment management consulting group, Gabelli Asset Management as product controller for alternative investments, and started his career at Arthur Andersen as an auditor in the financial service industry asset management and capital markets group specializing in brokerage and hedge funds.
Mr. Gargano graduated from Harvard Business School and graduated with honors from Cornell University in Applied Economics, Management, and Accounting. He serves as a District Director on Cornell University’s Business School board, and Cornell University's Advisory Council. He is a Certified Public Accountant, and a participating member of the NYSSCPAs.
Blue Cross & Blue Shield of North Carolina 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.
Zoetis View Bio »
Tamar Cohen is the VP of Customer Excellence and Business Innovation, leading the CX, Digital and Loyalty programs for Zoetis, a leader in animal health services. Coming to Zoetis after over 15 years leading digital and CX design in Financial services, she is leading the organization to develop CX strategies and methodologies to rethink how we interact with our customers. Looking at everything from feedback management, customer journey mapping and Voice of the Customer programs through customer segmentation and metric design and development, Tamar is bringing forward a new way of helping our core customers, veterinarians, get back to doing what they love, which is helping animals. Tamar holds a BA from New York University in Art Administration.
Walmart eCommerce View Bio »
Deserie joined Walmart eCommerce in February 2015 and is responsible for the management of the in-house and outsourced operations providing support for Walmart.com US customers. She also manages the customer service technology relationships and system administration, and workforce management teams. She holds a Bachelor’s of Science in Business Administration from Texas A&M Commerce and resides in Dallas, Texas.
Honeywell View Bio »
David Dungey, as a user-centered design expert for Honeywell, is responsible for developing the next generation of end-to-end user experiences supporting various business units as they institutionalize Human Factors, leveraging human-centered design, design thinking and other UX tools and techniques.
David is involved in several initiatives including creating training, coaching, templates, and innovation deliverables for the Honeywell UX (HUE) team. He also is working on several IT HUE projects conducting user research and UX evaluation work to redesign and simplify user experiences with Honeywell's IT systems and processes. His area of focus is web accessibility.
David has deep experience in user centered design, information architecture, interaction design, web-mobile enablement, industrial design and graphic design. He evangelizes the value of user centered design to mobilize the organization to act in this area. His experience includes leading teams involved in human centered design for Financial services, Education, Healthcare, Entertainment, and Telecommunications. Prior to joining Honeywell, he was the Director of IT Accessibility Compliance at the College Board in New York City, where he developed the governance, training, design and development of web accessible content for the SAT exams.
Prior to that David was the Accessibility Design and Development team lead for Prudential Financial where he led several initiatives around employee engagement and customer-facing websites.
David graduated from Rutgers University with a bachelor’s degree in Computer Science and a Master’s degree from NJIT in Human Computer Interaction. He is currently a PhD student at Rutgers in Urban Systems and is a Certified Usability Analyst from HFI. He lives in New Jersey with his wife and two young daughters and enjoys sports, traveling, building robots, and screenwriting in his spare time.
Domo View Bio »
Dave Fryer has been with Domo for the past two years. Prior to Domo, Dave worked as an Entrepreneur in Residence at Startupbootcamp Mobile in Copenhagen. Here he helped early stage companies turn their customer and marketing data into early adopters. He has a BS in Business Management with an emphasis in Entrepreneurship from Brigham Young University.
Harry's View Bio »
Jon Goldmann is the Director of Brand Engagement at Harrys.com, the New-York based grooming company. As one of the first employees to join Harry's before its launch in 2013, he has been tasked with establishing the brand's voice and creating a cult around the Harry's brand by leveraging content that changes the way that guys think and talk about grooming. Jon previously ran Social Media and Email Strategy at Gilt Groupe's travel brand, Jetsetter and has built social media strategies for brands like Jim Beam and Pampers. Jon holds a Master's from the University of Miami and a BA from Tufts University.
ABC Carpet & Home View Bio »
Angela Gruszka has over 13 years of experience working at the intersection of design, technology, and retail in the luxury space. Currently, she is VP, Marketing + Creative at ABC Carpet & Home, the iconic New York City design retailer. From digital strategy to brand development and creative direction, Angela focuses on building revolutionary 360-degree brand experiences across all mediums and channels. Bringing insight, creativity, and guidance of innovative technology, Angela has been integral to the evolution and growth of the ABC Carpet & Home brand. During her tenure, she conceptualized and directed several award-winning advertising campaigns, groundbreaking interactive experiences, and helped incubate, pioneer and grow the digital infrastructure for ABC Carpet & Home, including the launch of the ecommerce platform.
Prior to ABC Carpet & Home, Angela led the public relations for Anne Klein, where she increased brand awareness and sales through strategic marketing and communication programs and partnerships.
Zendesk View Bio »
Dennis Kilcullen is a sales, marketing and business development executive with experience building world-class sales organizations, both domestically and internationally. He currently manages Eastern US sales for Zendesk. Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers.
Prior to Zendesk he was VP & GM at CloudGenera and spent over twenty-two (22) years at VMware and EMC in a variety of leadership roles including two (2) international assignments in Asia and EMEA.
Dennis earned his bachelor's degree from Boston College. He is married with four (4) children and resides in the Washington DC area.
Confirmit View Bio »
Stacey Nevel is a seasoned Customer Experience (CX) professional with over 20 years of experience managing customer and employee feedback programs. She has a background in CX feedback measurement and management within client-side financial services companies and has spent the last 14 years with vendor-side CX technology and consulting providers.
Her current role as the VoC Consulting Director at Confirmit includes championing industry best practices among current clients, defining the strategic architecture for new or evolving programs and providing diagnostic analysis and recommendations for optimizing program performance for mature CX programs.
Stacey studied Marketing and Psychology at Georgetown University and maintains CCXP, CEM and NPS® industry certifications. Currently, Stacey lives in Northern NJ with her family, where she is desperately trying to keep up with the eating habits of her teenage son and black lab, while managing the ever-changing fashionista styles of her tween daughter.
Fidelity View Bio »
Russell Pandolfo is senior vice president, Client Experience, for Fidelity Institutional (FI), which offers clearing, custody, investment products, brokerage and trading services to a wide range of financial intermediary firms. Fidelity Institutional is a division of Fidelity Investments, a diversified financial services firm that makes financial expertise broadly accessible to people investing their lifesavings, businesses managing their employee benefits and advisors investing their clients’ money. Since 1946, Fidelity has been helping people live the lives they want through its customer-centered approach, innovative technology and investment solutions.
Russell joined Fidelity in 2005, and he currently oversees the execution of the Client Experience service strategy for clients of Fidelity Clearing & Custody Solutions, Fidelity Capital Markets, Fidelity Family Office Services and Personal Investing. In this role, he works within and across many Fidelity business units to provide client call support and solutions for key brokerage operating functions, including Trade Processing, Money Movement, Asset Services and New Accounts.
Russell began his career in June 1990 with Prudential Securities as a customer service associate supporting the affluent account program. Over the next 15years, he served in several roles within Prudential’s operations and technology groups, playing an active part in the demutualization process of Prudential Financial. In 1999, he presented at the Comdex Windows World Open event on behalf of Prudential Financial, a CRM platform he co architected. That platform won the Microsoft Windows World Open award for the best new technology inthe financial services category.
Russell co-authored a chapter in a book called "Creating Value in Financial Services," which speaks to the service strategy created at Prudential, and is part of the learnings at the Stern School of Business at New York University.
Russell earned a bachelor of business administration degree in finance from Pace University, and he holds the FINRA Series 7 and 24 licenses.
JetBlue Airways View Bio »
Liliana Petrova is an innovative, results-oriented and transformational Customer Experience leader. She is the first to hold the position of Director, Customer Experience Programs in JetBlue. In her role she is responsible for designing, implementing and overseeing cross-functional programs that improve the customer experience across the travel ribbon. Liliana brings to life many of the ideas originating from JetBlue’s customer journey mapping and other customer insights and understanding. Liliana’s current focus is self-service and disruptions management. Ultimately, Liliana’s work will further the Customer Experience team’s mission to deliver a personal, helpful and simple travel experience.
Liliana joined JetBlue in 2011 as a Compensation Analyst. She brings unique perspective to the position with his diverse and successful background as brand strategist, financial planner, and operational excellence leader. Some of her notable accomplishments include leading the JFK Lobby and check –in transformation, launching the “Here We Go Colombia” promotion in 2015, and working with our JetBlue Technology Ventures to identify viable partnerships with startup companies in San Francisco.
Before JetBlue, Liliana spent four years at the Royal Bank of Canada in their Capital Markets Division and two years at National Grid managing their budgets. She holds an MBA in Strategy & Corporate Finance from the Stern School of Business at NYU and a bachelor’s degree in Economics from St. Francis College in Brooklyn.
In her spare time, Liliana enjoys exploring new cultures through travel. She is also a wine enthusiast and loves to dance – especially to music from the 90’s. Liliana volunteers with PENCIL and received the Bronze President’s Volunteer Service Award for her work with J.H.S. 190 Russell Sage, a high school in Forest Hills.
L'Occitane en Provence View Bio »
Speaker bio coming soon...
Estee Lauder View Bio »
Laurie Toscano is Executive Director for Global End User Services @ The Estée Lauder Companies, (NYSE: EL), a global leader in the manufacture and marketing of skin care, makeup, fragrance and hair care products. A strategic 360° information technology leader, Laurie ensures exemplary service is delivered to more than 35,000 people, in over 36 global brands, across 4 regions, comprising over 50 countries with a team speaking 16 languages.
With logic and spirit, Laurie brings serious talent, light-hearted humor and people magic to the technical world. Her track record includes outstanding metrics, high-level team performance, and extraordinary customer satisfaction.
Marrying technology education with business objectives, Laurie ensured the implementation of an industry-leading “high-touch” IT Service Desk initiative that expanded customer confidence in technical support and resulted in world-recognized Help Desk accomplishments. The Service Desk metrics are lauded both internally and externally within the IT industry.
Through deeply informed analysis, directional thinking, thought-provoking insights, and intercultural competence, Laurie developed and transformed a team of individuals into high-performing global IT Service Desk champions and brand evangelists who offer 24/7/365 service delivery from 5 global operations centers.
Laurie’s clear vision, people skills, and expert communication eliminate doubt, foster confidence, increase compliance, and engage global teams to advantage for industry-leading customer engagement and highest satisfaction.
CallMiner View Bio »
Tom Wendt is the Vice President of Global Business Development for CallMiner, joining the company in 2012. Tom has over 20 years of leading and growing high technology business development and sales teams.. Prior to joining CallMiner, Tom worked at Nuance Communications in various sales leadership roles involving Contact Center and speech recognition solutions. Tom holds a Business of Administration from ST Michael’s College in Winooski, VT.
Glossier View Bio »
Jessica White, University of Pennsylvania-The Wharton School, currently is the Executive Director of Customer at Glossier, where she leads both the Retail and Customer Experience teams. Prior to Glossier, Jessica worked at Bain & Company, where she was part of the Private Equity Group as well as advised companies across several industries, including Consumer Products, Healthcare, TMT and Logistics. Jessica is passionate about growing a brand by delivering differentiated community-driven customer experiences at every moment of the customer journey. Outside of Glossier, Jessica is an avid skier and cook.
9:30am-9:35am Opening Remarks by Argyle Host
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Head of Operations and Customer Service
9:35am-10:15am Keynote Presentation featuring JetBlue
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Head of Customer Experience Programs
10:20am-10:40am Thought Leadership Spotlight featuring Domo: "Better Companies Ask Better Questions"
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Data can be overwhelming both on an individual level and organization-wide. Being able to glean insight from data is easier said than done. Being able to turn that insight into action is even harder. Over the past couple of years I’ve learned that the best companies ask the best questions. The best questions lead to the best metrics and the best metrics lead to the best decisions for your organization.
During this session we’ll discuss what makes an effective questions and how to turn those questions into effective metrics.
10:40am-11:00am Networking Break
11:00am-11:05am Session Introduction Featuring Zendesk
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Regional Director of Sales, East
11:05am-11:55am Panel Discussion: "Delivering Seamless End-to-End CX to Delight the Modern Customer"
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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
Director, Brand Engagement
VP, Marketing & Creative
ABC Carpet & Home
Director, Voice of the Customer Consulting
Executive Director of Customer
11:55am-12:20pm Networking Break
12:20pm-1:00pm Fireside Chat featuring Zoetis and Walmart
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Vice President Customer Experience Strategy
Senior Director, Customer Service Operations,
2:00pm-2:50pm Panel Discussion: "Adding Heart and Structure to Customer Experience to Drive Results"
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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
IT Principal UX Designer
Senior Vice President Client Experience
Director of Customer Service
L'Occitane en Provence
Executive Director, Global End User Services
Vice President of Global Business Development
2:50pm-3:05pm Networking Break
3:05pm-3:45pm Keynote Presentation featuring Blue Cross Blue Shield
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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:
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
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and if you don't
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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!
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