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  • Evaluating emerging capabilities to revamp outdated call centers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!

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
Anita Booth Director Marketing
Genworth Canada
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Speaker
Timothy Davison Vice President Enterprise Client Development
Morneau Shepell
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Speaker
Kelly Harper Director, Customer Experience Learning
BMO Financial Group
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Speaker
LaDanna James Associate Director, Marketing & Communications
Ernst & Young
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Speaker
Camille Kiffer Vice President Consumer Digital Channels and Business Transformation
Rogers Communications
View Bio »
Speaker
Rob Long Director Direct Business and CX
Dyson
View Bio »
Speaker
Aly Manji Director, Customer Experience Design
Rogers Communications
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Speaker
Michelle Mapa Director of Client Experience and Client Care
CIBC
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Speaker
Tim Morris VP, Customer Interaction Management
Scotiabank
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Speaker
Sanders Pabbies Director IT CX Strategy
Bell Canada
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Speaker
Chris Punzalan Assistant Director of Digital Projects
Government of Ontario
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Speaker
Krista Vriend Director, GWI Marketing
Scotiabank
View Bio »
  • 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 - 10:15am Opening Keynote Session Featuring Rogers Communications
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    Camille Kiffer
    Vice President Consumer Digital Channels and Business Transformation
    Rogers Communications

  • 10:15am-10:40am Coffee 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:

    Krista Virend
    Director, GWI Marketing 
    Scotiabank

    Panelists:

    Aly Manji
    Director, Customer Experience Design
    Rogers Communications

    Tim Morris
    VP, Customer Interaction Management
    Scotiabank

  • 11:30am-11:55am Coffee Break
  • 11:55am-12:35pm Fireside Chat featuring Morneau Shepell and Bell Canada
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    Timothy Davison
    Vice President Enterprise Client Development
    Morneau Shepell

    And
     
    Sanders Pabbies
    Director, IT Project Delivery
    Bell Canada

  • 12:35pm-1:35pm Lunch
  • 1:35pm-2:25pm Panel Discussion: "AI and the Next Generation of Customer Experience"
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    Session topics include but are not limited to:

    • Can you please discuss the importance of customer experience and what that means for your brand?
    • Where/how are you meeting your customer i.e Social/Mobile etc.?
    • How are you staying ahead of current trends? 
      • How are you leveraging automation technologies to empower your customers? 
    • How AI is Transforming Enterprise Customer Service and CX.
    • How do you balance quick- self-service options that customers want while not breaking the personalization that they have come to know and expect?
    • How are you empowering and enabling agents to support more complex interactions and retain customers? 
    • Are there training techniques or technologies you are using to help your agents get a more complete view of customer interactions?

    Panelists:

    Michelle Mapa
    Director of Client Experience and Client Care
    CIBC

    Kelly Harper
    Director, Customer Experience Learning,
    BMO Financial Group

    Anita Booth
    Director Marketing
    Genworth Canada

    Chris Punzalan
    Assistant Director of Digital Projects
    Government of Ontario

  • 2:25pm-2:45pm Afternoon Networking Break
  • 2:45pm-3:25pm Fireside Chat featuring: Ernst & Young and Genworth Canada
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    Ladanna James
    Associate Director, Marketing & Communications
    Ernst & Young

    and

    Anita Booth
    Director Marketing
    Genworth Canada

  • 3:25pm-3:30pm Argyle Closing Remarks
  • 3:30pm-4:30pm 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!

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 Toronto is proudly sponsored by:

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.

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.

Venue

InterContinental Toronto Centre


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

Venue

One King West


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

Venue

Sheraton Centre Toronto Hotel


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

Venue

The Westin Harbour Castle


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