Why You Should Attend!

Argyle Forum is bringing together prominent customer experience executives to our annual CX forum in Chicago. This full day event is geared specifically towards Chief Customer, Custom Experience, and User Experience Officers, as well as VPs and Directors of customer experience, care, support and service. Content for the day will highlight the most pressing topics and issues that CX professionals are facing, with plenty of time to network with industry peers in between sessions.

Key topics we will cover include:

  • Becoming a more customer-centric organization
  • Leveraging data to support strategy
  • Creating a seamless customer journey
  • Prioritizing personalized interactions through mobile and social platforms
  • Aligning priorities among internal stakeholders to drive CX initiatives

Our curated keynote presentations, fireside chats, panel sessions, and networking breaks will provide you the chance to have candid discussions with your peers around current pain points and industry innovations. Walk away with concepts and ideas to bring back to your team and organization. Past speakers have included John Matthew Upton, Senior Manager of Analytics and Optimization at Ricoh Americas, Usha Gupta, Head of Consumer Insights and Digital Experience at AT&T, and Mark Killick, VP of Care at Grubhub.

We look forward to hosting the top CX leaders from Chicago and beyond at our 2018 Forum!

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.

Bo Acimovic Director of eCommerce
Clover Technologies Group
View Bio »
Domonique Battle Managing Director, Human Potential and Operations
City Year
View Bio »
Tyrre Burks CEO
Player's Health
View Bio »
Christina Christos Director of Customer Advocacy/Experience
GE Healthcare
View Bio »
Jerri Helms Sr. Director Digital Marketing Strategy
HarperCollins Publishing
View Bio »
Leecox Omollo Director - Digital Center of Excellence
Adtalem Global Education
View Bio »
Frederick Skoler Head of Shop Your Way Engagement
Sears Holdings
View Bio »
Juliane Trapp Pearson Head of Customer Experience at Blue Cross and Blue Shield of Illinois, Montana, New Mexico, Oklahoma & Texas
Health Care Service Corporation, a Mutual Legal Reserve Company
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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    Delivering an Exceptional Omnichannel Customer Experience

    In this session, you will learn about:

    • Best practices and challenges encountered with regards to providing seamless and consistent service across channels
    • Driving customer retention through brand consistency across all channels that customers are accessing
    • Utilizing mobile as a feedback, analysis, and engagement channel to personalize and improve the customer experience in real time
    • Leveraging different channels to reach and interact with customers in different scenarios
    • Breaking down internal silos to ensure brand consistency across all channels
    • Best practices and challenges encountered in measuring the success of your omnichannel strategy
    • How the call center fits into your organization’s omnichannel strategy 

  • 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: “Engaging with Customers in Real-Time Through Social Media”

    Topics may 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
    • 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
    • Managing online customer feedback to better monitor and respond to customer feedback 
    • Developing a formalized social roadmap: where to start, challenges encountered, best practices
    • Leveraging social data to track behaviors and drive sales

  • 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: “Breaking Down Silos and Creating Internal Synergies”

    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?

  • 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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    From Contact Center to Customer Engagement Center: The Critical Need for Change

    This session will explore the latest trends, strategies and best practices that are shaping the future of customer service. You will learn: 

    • Why the contact center status quo is failing your business
    • Which new capabilities are essential to meeting the expectations of today’s consumers
    • How you can balance the cost of delivering exceptional customer service
    • Strategies to break free of your legacy limitations, simplify operations and succeed in an omnichannel, digital first environment
    • Specific tactics to optimize and empower your workforce in an age of millennial-minded employees

  • 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 Chicago
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 $189 per night, taxes not included. For details on where the event will take place, please contact your Argyle relationship manager.


Hotel Blake Chicago

500 South Dearborn
Chicago, IL 60605
Telephone: (312) 986-1234