Why You Should Attend!



The importance of staying ahead of the curve means seamless support across all aspects of an organization. The business is rapidly changing and customer experience requirements and expectations are only increasing. Social media and communications is progressively more mobile, and the need to meet the customer whenever/wherever they are is the new norm. Argyle Executive Forum is bringing together leading customer experience executives for our annual CX forum in Dallas, TX to discuss how to keep CX a priority at all levels of the company.

Throughout a full day of content and networking, we will explore new ways to address mobile expansion and demand for finding the easiest ways of doing business. The agenda will be geared specifically towards Chief Customer, Customer Experience, and User Experience Officers, as well as VPs and Directors of CX, customer care, CRM, support and service in a leadership role. Key focus areas pressuring customer experience professionals will be addressed with regards to:

  • Meeting the customer where they are: Mobile Support 
  • Changing behaviors in customer interface 
  • Identifying revenue boosting opportunities using analytics
  • Delivering consistent and continuous experiences throughout a customer’s lifecycle
  • Measuring the success of a positive customer experience
  • Aligning the organizational culture to exceed customer expectations

Our keynote presentations, fireside chats, panel sessions, and networking breaks will enable candid discussions with your peers focused on these topics and more. We look forward to hosting you alongside our community of Fortune 1000 CX leaders hailing from the heart of Texas, and beyond!

Register to Attend

Event RSVP


Need assistance with this form?

This event will feature insights from top executives, including:

If you'd like to recommend a speaker, please email Arielle Feger at afeger@argyleforum.com.

Speaker
Mouyyad Abdulhadi Head of Consumer Practices
Santander Bank
View Bio »
Speaker
Dan Aptor CD&MO
United Way Of Metropolitan Dallas
View Bio »
Speaker
Julio Badin Senior Vice President Customer Experience
DFW Intl Airport
View Bio »
Speaker
Vishal Bhalla VP & Chief Experience Officer
Parkland Health and Hospital System
View Bio »
Speaker
Michelle Brigman Director, Digital Customer Listening & Engagement
Citi
View Bio »
Speaker
Bernie Gessner VP Global Customer Care & Retail Operations
Fossil
View Bio »
Speaker
Tristan Hack Director, Consumer Analytics
Cinemark USA
View Bio »
Speaker
Will Huffman AVP, Customer Experience Frontier Communications
Frontier Communications
View Bio »
Speaker
Christian Jensen Director of Customer Service
Kohl's Corporation
View Bio »
Speaker
Jim McDonald Chief Marketing Officer
Pacific Union Financial
View Bio »
Speaker
Kari Mickelson Global Customer Experience Lead
MoneyGram
View Bio »
Speaker
Stacey Nevel Director, Voice of the Customer Consulting
Confirmit
View Bio »
Speaker
Joshua Ramsey Corporate Director - Business Development - Reservations and Customer Care
Hilton Worldwide
View Bio »
Speaker
Bob Richardson Director of Sales Customer Industry Development
The Clorox Company
View Bio »
Speaker
Janelle Routhier Senior Director - Customer Development
Essilor of America
View Bio »
Speaker
Jason Vorel Americas Customer Support Experience Manager
Texas Instruments
View Bio »
  • 8:00am-9:00am Breakfast
  • 9:00am-9:05am Argyle Opening Remarks
  • 9:10am-9:45am Opening Keynote Presentation featuring Santander Bank: “Building a Digital Customer Experience Program”
    read more »

    Mouyyad Abdulhadi
    Director, Consumer Practices
    Santander Consumer

  • 9:45am-10:05am Thought Leadership Spotlight featuring ServiceNow
  • 10:05-10:30am Networking Break
  • 10:30am-11:20am Panel Discussion: “Breaking Down Silos and Creating Internal Synergies”
    read more »

    Session topics will include but are not limited to:

    • How have you tried to align marketing and customer care within your organization?
    • How does your organization work with HR to ensure the best talent acquisition?
    • How do you use data to understand the customer experience?
    • How do you identify the right customer care tools and platforms for your organization?
    • Do you have any recommendations for incentivizing internal collaboration?
    • What are your best practices for internal communication?
    • Have you set any cross-departmental KPIs or goals?
    • If so, what are they? Were there any challenges or barriers to implementing them?

    Moderator:

    Joshua Ramsey
    Corporate Director of Business Development, Reservations and Customer Care
    Hilton Worldwide

    Panelists:

    Julio Badin
    Senior Vice President Customer Experience
    DFW Intl Airport

    Michelle Brigman
    Director, Digital Customer Listening & Engagement
    Citi

    Kari Mickelson
    Global Customer Experience Lead
    MoneyGram

    Bob Richardson
    Director of Sales Customer Industry Development
    The Clorox Company

    Janelle Routhier
    Senior Director, Customer Development
    Essilor of America

  • 11:25am-11:45am Networking Break
  • 11:45am-12:20pm Keynote featuring Parkland Health and Hospital System “How Employee Experience Impacts Patient Experience”
    read more »

    Vishal Bhalla
    VP & Chief Experience Officer
    Parkland Health and Hospital System

  • 12:25 pm-1:20pm Lunch
  • 1:20pm-2:10pm Panel Discussion: “Data’s Growing Role in Deepening Knowledge about Customer Insights”
    read more »

    Session topics include, but are not limited to:

    • How do you translate data into actionable consumer insights and better decision making?
    • What are your tactics for discovering, segmenting, targeting, and engaging consumers?
    • What are your best practices for prioritizing and governing investments in data analytics and insight generation?
    • How do you use real time data to stay ahead of the competition and trends as they are emerging?
    • How are you measuring results and demonstrating ROI in a digital context?

    Moderator:

    Jason Vorel
    Americas Customer Support Experience Manager
    Texas Instruments

    Panelists:

    Dan Aptor
    Chief Digital and Marketing Officer
    United Way Of Metropolitan Dallas

    Tristan Hack
    Director, Consumer Analytics
    Cinemark USA

    Will Huffman
    AVP, Customer Experience 
    Frontier Communications 

    Christian Jensen
    Director of Customer Service
    Kohl’s Corporation

    Stacey Nevel
    Director, Voice of the Customer Consulting
    Confirmit

  • 2:15pm-2:55pm Fireside Chat featuring Fossil and Kohl's Corporation
    read more »

    Bernie Gessner
    Vice President, Global Customer Care & Retail Operations
    Fossil

    And

    Christian Jensen
    Director of Customer Service
    Kohl’s Corporation

  • 2:55pm-3:15pm Networking break
  • 3:15pm-3:50pm Keynote featuring Pacific Union Financial: “Buying Memories – New Rules of the Experience Economy”
    read more »

    Jim McDonald
    Chief Marketing Officer
    Pacific Union Financial

  • 3:50pm-4:00pm Argyle Closing Remarks
  • 4:00pm-5:00pm Cocktail 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! 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 "2018 Customer Experience Leadership Forum" in Dallas
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.

BG Image

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 $189.00 per night, taxes not included. For details on where the event will take place, please contact your Argyle relationship manager.

Venue

The Fairmont Dallas


1717 N Akard St.
Dallas, TX 75201
Telephone: (800) 441-1414
Website