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!

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
ARGYLE HOST Frederick Skoler Head of Shop Your Way Engagement
Sears Holdings
View Bio »
Speaker
Nitin Badjatia Sr. Director Product Strategy, CSM
ServiceNow
View Bio »
Speaker
Domonique Battle Managing Director of People and Operations
City Year
View Bio »
Speaker
Suzanne E Pittacora Senior Director - Global Business Insights
McDonald's
View Bio »
Speaker
Jerri Helms Sr. Director Digital Marketing Strategy
HarperCollins Publishing
View Bio »
Speaker
Katina Krambeck Brand Director
Eli Lilly and Company
View Bio »
Speaker
Ryan Lester Director, Customer Engagement Technologies
Bold360 by LogMeIn
View Bio »
Speaker
Nicole Maynard Head of User Experience
Hyatt Hotels Corporation
View Bio »
Speaker
Adrian McDermott President, Product Development
Zendesk
View Bio »
Speaker
Vanessa Mona Director, Care Experience
Henry Ford Health System
View Bio »
Speaker
Rajat Nagar Director, Customer Experience & Analytics at Discover Financial Services
Discover Financial Services
View Bio »
Speaker
Kristina O'Brien VP, CX Lead Design & Planning
BMO Harris Bank
View Bio »
Speaker
Leecox Omollo Director - Digital Center of Excellence
Adtalem Global Education
View Bio »
Speaker
Jyll Rademacher Head of Ecommerce and Marketing
Northshore Care Supply
View Bio »
Speaker
Mary Sams AVP, Customer Insight and Analysis
Zurich Insurance Company Ltd
View Bio »
Speaker
Juliane Trapp Pearson Director, Customer Experience
Health Care Service Corporation (Blue Cross and Blue Shield of Illinois, Montana, New Mexico, Oklahoma and Texas)
View Bio »
Speaker
Revee White Director of Marketing
Missouri Employers Mutual Insurance Company
View Bio »
  • 8:00am-9:00am Breakfast
  • 9:00am-9:10am Opening Remarks featuring Argyle Host
    read more »

    Frederick Skoler
    Director, Shop Your Way Engagement
    Sears Holdings

  • 9:10am-9:45am Opening Keynote featuring McDonald's: “Using Consumer Insights to Drive a Turnaround”
    read more »

    McDonald’s is one of the world’s most iconic brands.  After years of significant growth, it started to lose its way and the business began to slow.  McDonald’s is now navigating a significant turnaround in its global business, rooted in a deep focus on being customer obsessed.  By leveraging rich consumer insights, McDonald’s has returned to growth, reconnecting with customers on an emotional level that is transforming the business. 

    Sue Pittacora
    Senior Director, Global Consumer/Business Insights and Analytics
    McDonald's

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

    Lead with Customer Service for Your Digital Business Transformation

    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. 

    Join Nitin Badjatia, Head of Customer Service Management Business Strategy at ServiceNow, in a discussion on how digital transformation is impacting the customer service experience. During this session, you will learn how:

    • IoT, AI, self-services, and big data can meet the customer demands of the future
    • The demand for new talent, culture, and change management have evolved in the organization
    • Delivering a seamless and agile customer experience can impact the bottom line

    Nitin Badjatia
    Sr. Director Product Strategy, CSM
    ServiceNow

  • 10:05am-10:30am Networking Break
  • 10:30am-11:25am Panel Discussion: “Engaging with Customers in Real-Time Through Social Media”
    read more »

    Session topics include, but are not limited to:

    • 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
    • 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

    Moderator:

    Kristina OBrien
    VP, CX Lead Design & Planning
    BMO Harris Bank

    Panelists:

    Jerri Helms
    Sr. Director Digital Marketing Strategy
    HarperCollins Publishing

    Jyll Rademacher
    Head of Ecommerce and Marketing
    Northshore Care Supply

    Revee White
    Director of Marketing and Communication
    Missouri Employers Mutual Insurance Company

  • 11:25am-11:45am Thought Leadership Spotlight featuring Bold360ai by LogMeIn: "Customer Engagement: Where Do You Stack Up?"
    read more »

    Ryan Lester
    Director, Customer Engagement Technologies
    Bold360 by LogMeIn

  • 11:45am-12:05pm Networking Break
  • 12:05pm-12:45pm Keynote featuring Hyatt Hotels: "Cultivating Happiness"
    read more »

    Neuroscience explains the delicate sparks that can either create happiness or make it elusive. Happiness has power; it makes us more productive, engaged and creative. When we’re feeling good, we are better able to create delightful experiences and have that positivity trickle into everything we touch, including our customers. This session will take a look at methods for cultivating happiness within ourselves so we can propagate it for others.

    Nicole Maynard
    Head of User Experience
    Hyatt Hotels Corporation

  • 12:45pm-1:05pm Thought Leadership Spotlight featuring Zendesk: "Creating Modern Customer Experiences with Omni-channel Solutions"
    read more »

    Customer lifecycle marketing and "growth hacking" techniques will be table-stakes for great customer experiences and seamless omni-channel customer service. Join Adrian McDermott, President of Products at Zendesk, as he discusses trends, technologies and shares customer experiences building modern customer service experiences with omni-channel solutions. During this session you will learn about:

    • The fluid use of multiple channels to satisfy changing customer expectations; by leveraging their channel of choice and timeline
    • The reliance on content and content analytics to power anticipatory engagement and self-service
    • Collecting and leveraging experience data to model the customer journey and go beyond the relational customer record
    • AI-based automation, analysis, and recommendation to use Big-Data to create targeted personalized experiences at scale

    Adrian McDermott
    President, Product Development
    Zendesk

  • 1:05pm-2:05pm Lunch
  • 2:05pm-2:55pm Panel Discussion: “Data’s Growing Role in Deepening Knowledge about Customer Insights”
    read more »

    *Please note this session is off-the-record

    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:

    Mary Sams
    AVP, Customer Insight and Analysis
    Zurich Insurance Company Ltd

    Panelists:

    Domonique Battle
    Managing Director of People and Operations
    City Year

    Katina Krambeck
    Director, Rheumatology Payer Marketing
    Eli Lilly and Company

    Leecox Omollo
    Director - Digital Center of Excellence
    Adtalem Global Education

    Juliane Trapp Pearson
    Director, Customer Experience
    Health Care Service Corporation (Blue Cross and Blue Shield of Illinois, Montana, New Mexico, Oklahoma and Texas)

  • 2:55pm-3:10pm Networking Break
  • 3:10pm-3:45pm Keynote featuring Discover: "Using Analytics to Drive Intuitive Servicing Experiences"
    read more »

    Low effort and intuitive customer service interactions are key to creating an engaging and brand-building customer experience. In this session we will look at how advanced analytics can be applied to understand customer behavior and design strategies and systems that help create an easy and intuitive customer interaction experience.

    Rajat Nagar
    Director, Customer Experience & Analytics
    Discover Financial Services

  • 3:45pm-4:20pm Keynote featuring Henry Ford Health System: "Changing the Channel: Transforming Interactive Patient Entertainment"
    read more »

    Vanessa Mona
    Director, Care Experience
    Henry Ford Health System

  • 4:20pm-4:30pm Closing Remarks featuring Argyle Host
    read more »

    Frederick Skoler
    Director, Shop Your Way Engagement
    Sears Holdings

  • 4:30pm-5:30pm 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 Chicago
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

Hotel Blake Chicago


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

Venue

JW Marriott Chicago


151 W Adams St
Chicago, IL 60603
Telephone: (312) 660-8200
Website

Venue

W Chicago City Center


172 West Adams Street
Chicago, IL 60603
Telephone: (312) 332-1200
Website