Why You Should Attend!

Over the past five years, corporations have become painfully aware that customer experiences define not only brand loyalty, but profitability. To explore the growing importance of customer experience, Argyle Executive Forum is bringing together leading executives for our annual 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 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  • Evaluating emerging capabilities to revamp outdated call centers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

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 Toronto 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.

André Côté VP, COO, Commercial capabilities & Customer experience
Eli Lilly and Company
View Bio »
Elizabeth Forsey Director Sales Practices
Scotia Bank
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Kelly Harper Director, Customer Experience Learning
BMO Financial Group
View Bio »
George Jeffrey Chief Operating Officer
Quiznos Corporation
View Bio »
Brad Linville Director, CX Consulting
View Bio »
Michelle Mapa Director of Client Experience and Client Care
View Bio »
Rico Medeiros Director - Eastern Region Contact Centres
Province of Ontario
View Bio »
Roger Pugsley Director, Customer Service Excellence
Oxford Properties Group
View Bio »
Natasha Renaud Director Customer Experience, Global Marketing
View Bio »
Jennifer van der Valk Managing Director, Marketing and Digital Strategy
Government of Ontario
View Bio »
Christopher Watchorn Head of Customer Service Network Effectiveness
Canada Post
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Vince Wong Director, Customer Experience Digital Self Serve Adoption
Rogers Communications
View Bio »
Eli Zogby AVP, Experience and Strategic Initiatives
The Great-west Life Assurance Company
View Bio »
  • 8:00am-9:00am Breakfast
  • 9:00am-9:05am Argyle Opening Remarks
  • 9:05am-9:40am Opening Keynote featuring The Great-West Life Assurance Company: “Developing Customer Experience Excellence From the Outside In”
    read more »

    Eli Zogby
    Associate Vice President, Experience and Strategic Initiatives
    The Great-West Life Assurance Company

  • 9:45am-10:05am Thought Leadership Spotlight featuring ServiceNow
  • 10:05am-10:30am Networking Break
  • 10:30am-11:20am Panel Discussion: "Achieving a Seamless Experience"
    read more »

    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

    Elizabeth Forsey
    Director, Sales Practices
    Scotia Bank

    Jennifer van der Valk
    Managing Director, Marketing and Digital Strategy
    Government of Ontario

    Christopher Watchorn
    Head of Customer Service Network Effectiveness
    Canada Post

  • 11:25am-11:45am Thought Leadership Spotlight featuring Zendesk
  • 11:45am-12:10pm Networking Break
  • 12:10pm-12:50pm Keynote Presentation featuring Oxford Properties Group: “Employee Engagement’s Role in Customer Experience”
    read more »

    Roger Pugsley
    Head of Customer Service Excellence
    Oxford Properties Group

  • 12:50pm-1:50pm Lunch
  • 1:50pm-2:40pm 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

    André Côté
    Vice President & Chief Operations Officer of Commercial Capabilities and Customer Experience
    Eli Lilly and Company 

    Brad Linville
    Director, CX Consulting

    Michelle Mapa
    Director of Client Experience and Client Care

    Natasha Renaud
    Director Customer Experience, Global Marketing

    Vince Wong
    Director, Customer Experience Digital Self Serve Adoption
    Rogers Communications                

  • 2:40pm-3:00pm Networking
  • 3:00pm-3:40pm Keynote featuring BMO Financial Group
    read more »

    Kelly Harper
    Director, Customer Experience Learning
    BMO Financial Group

  • 3:40pm-3:45pm Argyle Closing Remarks
  • 3:45pm-4:45pm 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 Toronto
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:

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.


One King West

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


Toronto Marriott Downtown Eaton Centre Hotel

525 Bay St.
Toronto, ON, M5G 2L2
Telephone: (416) 597-9200