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 annual CX Forum in San Francisco. Throughout a full day of content and networking, we will focus on the most pressing issues that customer experience professionals are facing moving into 2018, 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: 

  • Evaluating emerging capabilities to revamp outdated call centers
  • Leveraging self-service to address the needs of the increasingly demanding customer
  • Driving personalized interactions and brand loyalty through mobile and social platforms
  • 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. 


We look forward to bringing together another fantastic faculty in 2018, and to hosting you alongside our community of Fortune 500 CX leaders hailing from the Bay 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 Arielle Feger at afeger@argyleforum.com.

Speaker
Natasha Adams CMO
Kodakit
View Bio »
Speaker
Jonathan Alloy Vice President, Innovation
Wells Fargo
View Bio »
Speaker
Julie Baher Senior Director, User Experience Design
Illumina
View Bio »
Speaker
Katherine Chan Customer Experience Global Service Manager
Airbnb
View Bio »
Speaker
Nir Galpaz Vice President of Customer Lifecycle and Success
ShoreTel
View Bio »
Speaker
Chris George EVP, Product Marketing & Sales Strategy
POPSUGAR
View Bio »
Speaker
Inka Germann Head of Client Service Americas
MSCI
View Bio »
Speaker
Ian Gruber Director of Customer Analytics
Blue Shield of California
View Bio »
Speaker
Kelly Hendricks Area Vice President, Global Customer Service
Verizon
View Bio »
Speaker
Robert Labatt Vice President
Freedom Financial Network
View Bio »
Speaker
Lisa London Director, CX Consulting
MaritzCX
View Bio »
Speaker
Dhaval Shah VP, Quality Management
Boingo Wireless
View Bio »
Speaker
Guneet Singh Director Customer Experience
DocuSign
View Bio »
Speaker
Karen Tang Head of Customer Success, Support, Sales
Prezi
View Bio »
  • 8:00am-9:00am Breakfast
  • 9:00am-9:10am Argyle Opening Remarks
  • 9:10am-9:45am Opening Keynote featuring POPSUGAR: "Using Data to Drive Content"
    read more »

    Chris George
    SVP, Product Marketing & Sales Strategy
    POPSUGAR

  • 9:45am-10:05am Thought Leadership Spotlight featuring ServiceNow
  • 10:05am-10:30am Networking Break
    read more »

  • 10:30am-11:20am Panel Discussion:“Delivering Personalized Journeys”
    read more »

    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

    Moderator:

    Dhaval Shah
    VP, Quality Management
    Boingo Wireless

    Panelists:

    Julie Baher
    Senior Director, User Experience Design
    Illumina

    Inka Germann
    Head of Client Service Americas
    MSCI

    Guneet Singh
    Director Customer Experience
    DocuSign

  • 11:25am-11:45am Thought Leadership Spotlight featuring LogMeIn
    read more »

  • 11:45am-12:05pm Networking Break
  • 12:05pm-12:40pm Keynote featuring Kodakit
    read more »

    Natasha Adams
    CMO
    Kodakit

  • 12:45pm-1:05pm Thought Leadership Spotlight featuring MartizCX: "The ROI of Feelings: Understanding the Emotional Connection to Your Brand"
    read more »

    In this session, Lisa London discusses the tie between your customers’ emotions about your brand and your business’s strategic outcomes. Logically, most agree that understanding your customers’ experiences with your brand is critically important; however, few organizations give appropriate weight to the emotional side of these experiences. Linking customer emotions, overall satisfaction, loyalty, and financial ROI can be a challenging endeavor. Lisa uses stories and research to demonstrate this very real linkage, and provides insight into how to use it in business decisions for driving improved business results.

    • Attend this session and learn:
    • Why “feelings” matter so much
    • How to identify and measure your customers’ feeling about your brand
    • What operational and tactical practices impact customer emotions
    • When and where to take action for improvement

    There indeed is truth in the line: feelings …. nothing more than feelings can impact your business’ bottom line.

    Lisa London, Ph.D.
    Director, CX Consulting
    MaritzCX

  • 1:05pm-2:05pm Lunch
  • 2:05pm-2:55pm Panel Discussion: "Delivering Seamless Customer Engagement & Support in a Hyper Connected World"
    read more »

    Session topics include, but are not limited to:

    • How is your team working to create seamless experiences across channels and devices through any stage in customer journey channels?
    • In what ways are you reducing the customer effort when engaging with your company?
    • Where/how are you meeting your customer i.e. social/mobile, etc.?
    • How are you tapping into all of these channels that customer utilize and communicating tailored content to drive customer loyalty?
    • In what ways are you empowering front line agents to deliver fast, efficient, and frictionless service to improve the customer experience?
    • Using contextually relevant data to create truly personalized experience
    • How can you measure and track customer satisfaction?

    Moderator:

    Jonathan Alloy
    Vice President, Innovation
    Wells Fargo

    Panelists:

    Katherine Chan
    Customer Experience Global Service Manager
    Airbnb

    Nir Galpaz
    Vice President of Customer Lifecycle and Success
    ShoreTel

    Kelly Hendricks
    Area Vice President
    Global Customer Service, Verizon

    Karen Tang
    Head of Customer Success, Support, Sales
    Prezi

  • 2:55pm-3:30pm Keynote TBD
  • 3:30pm-3:45pm Networking Break
  • 3:45pm-4:20pm Keynote TBD
  • 4:20pm-4:35pm Argyle Closing Remarks
  • 4:35pm-5:35pm 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! 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 San Francisco
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.

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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.

Venue

Hotel Nikko


222 Mason St.
San Francisco, CA 94102
Telephone: (415) 394-1111
Website

Venue

JW Marriott San Francisco Union Square


515 Mason St
San Francisco, CA 94102
Telephone: (415) 771-8600
Website

Venue

Parc 55 Wyndham


55 Cyril Magnin Street
San Francisco, CA 94102
Telephone: (415) 392-8000
Website