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 these experiences define customer loyalty and ultimately, revenue. To facilitate candid discussions on this reality, Argyle Forum is bringing together leading customer experience executives for our biannual 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 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:

  • Defining metrics to effectively measure customer engagement
  • Evaluating emerging capabilities to revamp outdated call centers
  • Driving personalized interactions and brand loyalty through mobile and social platforms
  • Leveraging self-service to address the needs of the increasingly demanding customer
  • 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 Spring  Forum included Julie Daigle, Chief Customer Experience, Customer Quality & Training, Nissan Canada, Karen Sawyer, Head of Customer Loyalty & Growth, Canadian Commercial Banking, Bank of Montreal, Marcelo Regen Vice President, Allstate Brand - Chief Sales & Marketing Officer, Allstate Canada, Michelle Slater, Head of Marketing, Twitter, Corby Fine Vice President, Customer Intelligence & Digital Experience, Rogers Communications, Chandra Colbear Marketing Director, Dyson and more. 

We look forward to bringing together another fantastic faculty in the Fall, and to hosting you alongside our community of Fortune 500 CX leaders hailing from the Toronto area and beyond!

Register to Attend

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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.

Vicki Benoit Director, Customer Care
Air Canada
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Timothy Davison Vice President Enterprise Client Development
Morneau Shepell
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Camille Kiffer Vice President Consumer Digital Channels and Business Transformation
Rogers Communications
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Rob Long Director Direct Business and CX
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Simon Lysnes Director, Customer Experience
Hudson's Bay Company
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Michelle Mapa Director of Client Experience and Client Care
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Sanders Pabbies Director IT CX Strategy
Bell Canada
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Rowena Tsang Director of Strategic Development
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Christopher Watchorn Director, Customer Service Network Effectiveness
Canada Post
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  • 8:30am - 9:30am Breakfast
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    Kick off the day with a healthy breakfast and networking. Connect with your peers in the CX community from a variety of industries before the morning’s content begins.

  • 9:30am - 9:35am Argyle Opening Remarks
  • 9:35am - 10:10am Opening Keynote Session
  • 10:10am - 10:35am Networking Break
  • 10:35am - 11:25am Panel Discussion: "Data's Growing Role in Deepening Knowledge about Customer Insights"
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    Session topics include, but are not limited to:

    • Translating data into actionable consumer insights and better decision making
    • Tactics for discovering, segmenting, targeting and engaging consumers
    • Best practices for prioritizing and governing investments in data analytics and insight generation
    • Staying ahead of the competition and trends as they’re emerging with real time data
    • Measuring results and demonstrating ROI in the new digital context

  • 11:25am - 11:45am Networking Break
  • 11:45am - 12:30pm Panel Discussion: "Delivering Personalized Journeys"
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    Session topics include, but are not limited to:
    • 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
    • Rethinking the concept of "identity" to help improve interactions with customers
    • Examples of ways to map complex systems to a customer journey
    • Models for tracking and managing an end-to-end conversation
    • Insights on approaching complex journeys within an existing technology ecosystem

  • 12:30pm - 1:30pm Lunch
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    Take a midday break to grab lunch, network with your peers, and discuss the morning presentations. 

  • 1:30pm - 2:20pm Panel Discussion: "Adding Heart and Structure 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 ways to improve the employee

  • 2:20pm - 2:40pm Networking Break
  • 2:40pm - 3:15pm Keynote Session: "The Modern Day Customer Care and Customer Experience Executive"
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    In this day and age, what does a "modern" customer experience executive look like? With so many new innovations emerging, focusing on creating more seamless and dynamic experiences, this session will explore how the evolution of the customer affects the role of the customer experience executive. This session will discuss key challenges that executives are still facing in customer engagement, and predictions for the future of customer experience.

  • 3:20pm - 3:55pm Closing Keynote Session
  • 3:55pm - 4:00pm Argyle Closing Remarks
  • 4:00pm - 5:00pm Closing Reception
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    Wrap up the day with a cocktail (or a few!), and head home with new connections and a notebook full of key takeaways to implement back at the office.

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! 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.

About Image
  • "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:

The below hotels are recommended by Argyle Executive Forum. Please note that we do not have a corporate rate. For details on where the event will take place, please contact your Argyle relationship manager.


InterContinental Toronto Centre

225 Front St W
Toronto, ON M5V 2X3
Telephone: +1 416-597-1400


One King West

1 King Street West
Toronto, ON, Canada M5H 1A1
Telephone: (866) 470-5464


Sheraton Centre Toronto Hotel

123 Queen Street West
Toronto, ON, Canada M5H 2M9
Telephone: (866) 716-8101


The Westin Harbour Castle

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