Why You Should Attend!



Your customers are changing. Today’s digital-age consumers are more connected, informed, empowered and demanding than ever before. With your competitors just a click away, consumers hold the power of choice – and with more choice comes higher standards for customer service. Traditional contact centers are simply not equipped to live up to modern consumer expectations such as digital self-service and consistent experiences when transitioning from one channel to another.

Are you ready to evolve your business to compete at the next level of customer experience? It’s time to embrace the new digital customer and drive real loyalty by meeting and exceeding their expectations.

Join us as we explore the latest trends, strategies and best practices that are shaping the future of customer service. You will learn:

  • Why the contact center status quo is failing your business
  • Which new capabilities are essential to meeting the expectations of today’s consumers
  • How you can balance the cost of delivering exceptional customer service
  • Strategies to break free of your legacy limitations, simplify operations and succeed in an omni-channel, digital first environment
  • Specific tactics to optimize and empower your workforce in an age of millennial-minded employees

The "2017 CX Think Tank: Executive Discussion: From Contact Center to Customer Engagement Center – The Critical Need for Change" in Chicago is proudly sponsored by:

This event will feature insights from top executives, including:

Speaker
Preston Beckstrand Director Customer Care
Maui Jim Sunglasses
View Bio »
Speaker
Kelly Burke Director of Interaction Management
Aspect
View Bio »
Speaker
Melissa Douros Director of Digital Product Customer Experience
E*Trade
View Bio »
Speaker
Michael Kropidlowski Director, Product Marketing
Aspect
View Bio »
Speaker
Juliane Trapp Pearson Head of Customer Experience at Blue Cross and Blue Shield of Illinois, Montana, New Mexico, Oklahoma & Texas
Health Care Service Corporation, a Mutual Legal Reserve Company
View Bio »
  • 8:00am – 8:30am Networking Breakfast
  • 8:30am – 8:35am Argyle Executive Forum Opening Remarks
  • 8:35am – 8:40am Participant Introductions
  • 8:40am – 9:00am Aspect Remarks
    read more »

    Michael Kropidlowski
    Director, Product Marketing 
    Aspect

  • 9:00am - 9:40am Panel Discussion: "From Contact Center to Customer Engagement Center – The Critical Need for Change"
    read more »

    Session topics include, but are not limited to:

    • How do you find out what your customer preferences are?
    • Do your customers really want a contextual, natural, personal experience?  What does that mean for your organization?  If yes, what are you doing about it?
    • What does customer journey mean to you?  Is it interaction mapping, purchase tracking, reporting and analysis, all of these? 
    • Who are the recipients of this customer journey insight?   Your representatives/agents, your business analysts, or are you going to use the insight to alter or model the customer experience itself?
    • Do you agree that your customers are not buying products anymore but they are buying an experience?  What are you focusing on to create these experiences?  Is it reducing effort? Is it convenience?  Ensuring customer success?
    • Do you think automation should be/can be part of a continuum of the complete service experience?  Does that include self-service, chatbots, IVR, etc.?  

    Moderator:
    Kelly Burke
    Director of Interaction Management 
    Aspect

    Panelists:
    Preston Beckstrand
    Director Customer Care
    Maui Jim Sunglasses

    Melissa Douros
    Director of Digital Product Customer Experience 
    E*Trade

    Juliane Trapp Pearson
    Head of Customer Experience at Blue Cross and Blue Shield of Illinois, Montana, New Mexico, Oklahoma & Texas 
    Health Care Service Corporation, a Mutual Legal Reserve Company

  • 9:40am – 9:50am Coffee Break
  • 9:50am – 10:50am Interactive Roundtable Discussions
  • 10:50am – 11:00am Key Takeaways & Summation

Participation Requirements
 

This meeting convenes Customer Experience Executives.  Participation is reserved for Members of Argyle Executive Forum that meet the following criteria:

  • Manager- level or higher Customer Experience executives, as well as select direct reports, from companies with at least $1b in annual revenue.
  • Heads of Customer Experience (or equivalent), as well as select direct reports, from companies with at least $100mm in annual revenue.

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

Hotel Blake Chicago


500 South Dearborn
Chicago, IL 60605
Telephone: (312) 986-1234
Website

Venue

JW Marriott Chicago


151 W Adams St
Chicago, IL 60603
Telephone: (312) 660-8200
Website

Venue

The Silversmith Hotel


10 S Wabash Ave
Chicago, IL 60603
Telephone: (312) 372-7696
Website