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 Atlanta. Throughout a full day of content and networking, we will focus on the most pressing issues that customer experience professionals are facing in 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:

  • 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 Southeast and beyond!

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
Marcos Arias Director - Premium Care Call Centers
AT&T
View Bio »
Speaker
Nitin Badjatia Sr. Director Product Strategy, CSM
ServiceNow
View Bio »
Speaker
Stacy Bolger Head of CX Consulting
MaritzCX
View Bio »
Speaker
Frank Borovsky Vice President, Customer Experience and IT
Club Car
View Bio »
Speaker
Kevin Bosak Director, Contact Center Experience
Home Depot
View Bio »
Speaker
Sandra Broughton Managing Director, Customer Experience
Southern Company
View Bio »
Speaker
Tracey Brown VP, Client Account Management
ADP
View Bio »
Speaker
Rachelle Dever Guest Experience Director, Holiday Inn
InterContinental Hotels Group
View Bio »
Speaker
Keith Farley Director, Innovation and Customer Experience
Aflac
View Bio »
Speaker
Thomas Hacker Director- Online Contact Center
Home Depot
View Bio »
Speaker
Zack Hamilton Director, Customer Centric Initiatives & Experience
Aaron's
View Bio »
Speaker
Michael Iovino Director of Customer Experience - Home Services
Home Depot
View Bio »
Speaker
Ryan Lester Director, Customer Engagement Technologies
Bold360 by LogMeIn
View Bio »
Speaker
Chip Liebenow Director - Customer Care
Home Depot
View Bio »
Speaker
Erin McMillan AVP - Customer Operations
Cox Automotive
View Bio »
Speaker
Nithya Narasimhan Vice President, Client Experience and Innovation
ADP
View Bio »
Speaker
Roman Trebon Senior Director, Client Experience
TSYS
View Bio »
Speaker
Gary Alan Turner Director, Customer Experience - Connected Living
Assurant
View Bio »
  • 8:00am-9:00am Breakfast
  • 9:00am-9:05am Argyle Opening Remarks
  • 9:10am-9:45am Opening Keynote featuring InterContinental Hotels Group: “Creating a Guest Recovery Solution that Works”
    read more »

    We all know that one in 27 guests complain and the other 26 will merely walk away, never to return again.  We also know that the potential impact of recovering a guest well, can lead to revenue generating growth for your business.  So how can a business today work to build an effective guest recovery program that works?  Across all channels?  It’s easier said than done, but if you truly take the time to listen to what your guests are telling you – the answer lies in the details.  Throughout the course of this session, Rachelle will share a case study on how to deliver an effective guest recovery solution.  From analyzing the needs state of the guest, to creating a comprehensive recovery solution that works, Rachelle will discuss the steps to take on how to create a recovery program that works. 

    Rachelle Dever
    Guest Experience Director, Holiday Inn
    InterContinental Hotels Group

  • 9:45am-10:05am Thought Leadership Spotlight featuring ServiceNow: "Lead with Customer Service for Your Digital Business Transformation"
    read more »

    Staying ahead of the competition and continuously improving your customer satisfaction isn’t easy.  Meeting the demands of new business models and creating an ongoing digital relationship with customers that delivers outcomes require your business to be fast and agile.  As an innovative leader driving digital transformation, you must stay ahead of the curve and deliver a seamless, closed loop service experience for your customers.

    Nitin Badjatia
    Sr. Director Product Strategy, CSM 
    ServiceNow

  • 10:05am-10:30am Networking Break
  • 10:30am-11:20am Panel Discussion: “Adding Heart and Structure to Customer Experience to Drive Results”
    read more »

    Session topics include, but are not limited to:

    • Building a focus on driving change, employee engagement and internal collaboration consistently
    • Best practices in creating a human-centric approach and enabling an organization to focus on consumers as individuals
    • Creating new internal processes, structure and ways of working – to deliver great, engaging experiences
    • Exploring ways to improve the employee

    Moderator:

    Tracey Brown
    VP, Client Account Management
    ADP

    Panelists:

    Marcos Arias
    Director - Premium Care Call Centers
    AT&T

    Sandra Broughton
    Managing Director, Customer Experience
    Southern Company Gas

    Keith Farley
    Director, Innovation and Customer Experience
    Aflac

  • 11:25am-11:45am Thought Leadership Spotlight featuring MaritzCX: "The ROI of Feelings: Understanding the Emotional Connection to Your Brand"
    read more »

    In this session, Stacy Bolger 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. Stacy 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.

    Stacy Bolger
    Head of CX Consulting
    MaritzCX

  • 11:45am-12:05pm Networking Break
  • 12:05pm-12:50pm Panel Discussion: “Data’s Growing Role in Deepening Knowledge About Customer Insights”
    read more »

    Session topics include, but are not limited to:

    • Translating data into actionable consumer insights and better decision making
    • Tactics for discovering, segmenting, targeting and engaging consumers
    • Best practices for prioritizing and governing investments in data analytics and insight generation
    • Staying ahead of the competition and trends as they’re emerging with real time data
    • Measuring results and demonstrating ROI in the new digital context

    Moderator:

    Zack Hamilton
    Director, Customer Centric Initiatives & Experience
    Aaron's

    Panelists:

    Michael Iovino
    Director of Customer Experience - Home Services
    Home Depot

    Erin McMillan
    AVP - Customer Operations
    Cox Automotive

    Roman Trebon
    Senior Director, Client Experience
    TSYS

    Gary Alan Turner
    Director, Customer Experience - Connected Living
    Assurant Solutions

  • 12:50pm-1:50pm Lunch
  • 1:50pm-2:25pm Fireside Chat with Home Depot: “Delivering Customer Service Excellence Through UX Design, Innovative Communication Vehicles, and Focusing on Employee Growth”
    read more »

    Interviewer:

    Chip Liebenow
    Director - Customer Care
    Home Depot

    Participants:

    Kevin Bosak
    Director- Contact Center Capabilities
    Home Depot

    Thomas Hacker
    Director- Online Contact Center
    Home Depot

  • 2:25pm-3:00pm Keynote featuring ADP: "Client Advocacy - Turning Goodwill into Gold"
    read more »

    Nithya Narasimhan
    Vice President, Client Experience and Innovation
    ADP

  • 3:00pm-3:20pm Networking Break
  • 3:20pm-3:55pm Keynote featuring Ingersoll Rand: “Channel Your Energy: Maturing the Partner Experience”
    read more »

    Making it easier for your dealers and distributors to do business with your organization is a balancing act.  Learn how Club Car is revamping its ailing IT architecture and leveraging people, processes and technology to improve the partner experience through data analytics, self-service and collaboration.   

    This presentation will help participants understand how to: 

    • Overcome setbacks that negatively affect channel satisfaction
    • (Re)establish priorities and set realistic goals to meet new business objectives
    • Weigh options relative to employee engagement vs productivity and cost to serve 
    • Architect a technological platform for progress
    • Improve adoption of tools and techniques through advocacy

    Frank Borovsky
    Vice President, Customer Experience and IT
    Club Car/Ingersoll Rand

  • 3:55pm-4:05pm Argyle Closing Remarks
  • 4:05pm-5:05pm 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!

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 Atlanta
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.

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

Grand Hyatt Atlanta in Buckhead


3300 Peachtree Road NE
Atlanta, GA 30305
Telephone: (888) 421-1442
Website

Venue

The InterContinental Buckhead


3315 Peachtree Rd. NE
Atlanta, GA 30326
Telephone: (404) 946-9000
Website

Venue

W Atlanta - Buckhead


3377 Peachtree Rd NE
Atlanta, GA 30326
Telephone: (678) 500-3100
Website