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  • Evaluating emerging capabilities to revamp outdated call centers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.

Natasha Adams CMO
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Julie Baher Senior Director, User Experience Design
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Nir Galpaz Vice President of Customer Lifecycle and Success
View Bio »
Chris George SVP, Product Marketing & Sales Strategy
View Bio »
Inka Germann Head of Client Service Americas
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Ian Gruber Director of Customer Analytics
Blue Shield of California
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Emily Quist Director of Visitor Experience
Yerba Buena Center for the Arts
View Bio »
Guneet Singh Director Customer Experience
View Bio »
  • 8:00am-9:00am Breakfast
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    Kick off the day with a healthy breakfast and networking. Connect with your peers in the customer experience community from a variety of industries before the morning’s content begins.

  • 9:00am-11:00am Opening Keynote
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    "Mobility: Addressing the Digital Gap"

    With customer experience requirements changing rapidly as social media and communication is increasingly mobile, the need to meet the customer whenever/wherever they are is now the norm. Explore new ways to address the mobile expansion and the demand for easier and easier ways to do business. Topics covered include:

    • Tracking the use of multiple mobile devices to complete transactions
    • Mobile pay and payment behaviors
    • Changing behaviors in customer interface 

  • 11:00am-11:30am Morning Networking Break
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    Take a break to make new connections and discuss the morning presentations over coffee and snacks.

  • 11:30am-1:00pm Morning Panel Discussion
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    Panel Discussion: “Leveraging Self-Service to Connect with the Customer”

    Session topics include, but are not limited to:

    • Delivering intelligent customer service, where to start?
    • Best practices for creating effortless and robust self-service experiences for your customers
    • What does your customer need?  Understanding your customer as they interact with your company online
    • How do you personalize this experience?
    • What skillsets are required for a successful self-service program?
    • How are customer care leaders building processes to support and sustain self-service programs?
    • What role does technology play in successful self-service? Which technologies can you use to increase relevance and reduce effort for customers
    • Which metrics matter?  How can you measure and quantify success?

  • 1:00pm-2:00pm Lunch
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    Take a midday break to grab lunch, network with your peers, and discuss the morning presentations.

  • 2:00pm-3:00pm Afternoon Panel Discussion
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    Panel Discussion: "Delivering Seamless Customer Engagement & Support in a Hyper Connected World"

    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?

  • 3:00pm-3:30pm Afternoon Networking Break
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    Take a break to switch tables, meet some new peers, and discuss the afternoon presentations over coffee and snacks. 

  • 3:30pm-5:00pm Afternoon Keynote Session
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    "Engaging with Customers in Real-Time Through Social Media"

    Topics discussed will include:

    • Utilizing social media to connect and engage with customers in today's global marketplace
    • Leveraging social channels to drive meaningful, personalized interactions with your customers
    • Delivering content and social interactions that actively engages with customers
    • Managing online customer feedback to better monitor and respond to customer feedback
    • The new dynamic: understanding the power that the customer has over the brand
    • How to mitigate these new risks and how to transform the live feedback into an asset
    • Developing a formalized social roadmap: where to start, challenges encountered, best practices
    • Leveraging social data to track behaviors and drive sales

  • 5:00pm-6:00pm Closing Reception
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    Wrap up the day with a cocktail (or a few!). 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.

The "2018 Customer Experience Leadership Forum" in San Francisco
is proudly sponsored by:

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  • "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:

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 $314.00 per night, taxes not included. For details on where the event will take place, please contact your Argyle relationship manager.


InterContinental San Francisco

888 Howard St
San Francisco, CA 94103
Telephone: (415) 616-6500