Why You Should Attend!



Join senior executives in customer and user experience to discuss the future of support and service, with a day of panel discussions, thought leader presentations and networking.

Innovate and Experiment to Improve the Customer Experience

More than ever, the customer journey plays a central role in the success of corporations in building long term relationships. As the shift toward a more customer-centric business model continues, leaders in customer and user experience have an important role to play in the C-suite.

Argyle Executive Forum is bringing together leading experts and executives in the definition, mapping, and measurement of the customer journey to discuss the systems that will revolutionize that experience going forward. With an agenda crafted by CX leaders, you’ll learn about the path to becoming a more customer-centric organization; developing and tracking personalized interactions across platforms; and how to align priorities and communicate with fellow stakeholders in your organization.

Join us to discuss important topics that are top of mind for senior CX leadership, including:

  • Improving the digital customer experience, from mobile to social platforms;
  • The role of self-service systems in the customer journey and how to build connections without human interaction;
  • The use of big data and analytics to develop knowledge about customer insights;
  • How to improve the customer experience and reduce churn; and
  • Measurement and improvement of the ROI of customer experience.


Join us for a daylong discussion of the cutting-edge tools and technologies being used by CX executives in the nation’s largest companies to build stronger, longer lasting customer relationships.

Register to Attend

Event RSVP





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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.

Speaker
ARGYLE HOST Clifford Stevens Director, Creative Operations, In House Agency
Liberty Mutual
View Bio »
Speaker
Heather Anderson Director of Aftermarket & Sales Operations
Bosch
View Bio »
Speaker
Hiram Barber Global Director, Digital Customer Experience
Schneider Electric
View Bio »
Speaker
Caitlin Brensinger Vice President, Digital Marketing
Planet Fitness
View Bio »
Speaker
Kelly Burke Director of Interaction Management
Aspect
View Bio »
Speaker
Ellen Cory Senior Director, Customer Experience & Innovation
Marriott International
View Bio »
Speaker
Rich Dorfman Vice President, Customer Experience
Eastern Bank
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Speaker
Jeremy Duncan VP, Strategy & Brand Communications
BlueCross BlueShield of Rhode Island
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Speaker
Jeff Foley Head of Marketing
Luminoso Technologies
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Speaker
Natalie Higgins SVP - Director, Customer Experience
Citizens Bank
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Speaker
Marijke Maartense Director, Global Customer Experience
Philips Healthcare
View Bio »
Speaker
Angela McClure Chief Experience Officer
Fresenius Medical Care
View Bio »
Speaker
David Mollo VP, Customer Experience Director, Wealth Channel
Citizens Bank
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Speaker
Glenn Nelson AVP, Workforce Computing Services
Hanover Insurance Group
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Speaker
Janet Poklemba Site Leader, Customer Service & Technical Support
Bosch
View Bio »
Speaker
Ron Vickery Director, Customer Service Management, East
ServiceNow
View Bio »
  • 8:00am – 9:00am Breakfast
  • 9:00am – 9:10am Opening Remarks by Argyle Host
    read more »

    Clifford Stevens
    Director, Creative Operations, In House Agency
    Liberty Mutual

  • 9:10am – 9:45am Keynote Presentation: "Walk in the Shoes of Today’s Healthcare CXO: Challenges and Opportunities Ahead"
    read more »

    Angela McClure
    Chief Experience Officer 
    Fresenius Medical Care

  • 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. 

    Ron Vickery
    Director, Customer Service Management, East 
    ServiceNow

  • 10:05am – 10:35am Networking Break
  • 10:35am – 11:25am Panel Discussion: “Delivering Proactive Customer Service”
    read more »

    Session topics include, but are not limited to:

    • What is proactive customer service? How is it different than reactive customer service?
    • Assessing the current customer service delivery landscape and gaps
    • Evaluating support transformation strategies and metrics
    • Benchmarking an organization's technology maturity and readiness
    • Approaches to enlisting the entire organization in proactive customer service


    Panel Moderator:
    Marijke Maartense
    Director, Global Customer Experience
    Philips Healthcare

    Panelists:
    Kelly Burke
    Director of Interaction Management
    Aspect

    Rich Dorfman
    Vice President, Customer Experience
    Eastern Bank

    Jeremy Duncan
    VP, Strategy & Brand Communications
    BlueCross BlueShield of Rhode Island

  • 11:25am – 11:50am Networking Break
  • 11:50am – 12:40pm 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:
    Ellen Cory
    Senior Director, Customer Experience & Innovation
    Marriott International

    Panelists:
    Hiram Barber
    Global Director, Digital Customer Experience
    Schneider Electric

    Caitlin Brensinger
    VP Digital Marketing
    Planet Fitness

    Jeff Foley
    Head of Marketing
    Luminoso Technologies

  • 12:40pm – 1:40pm Lunch
  • 1:40pm – 2:15pm Fireside Chat: “How to Become a More Customer-Centric Organization”
    read more »

    Learn how a CX leader has driven their organization towards becoming a more customer-centric place.

    Heather Anderson
    Director of Aftermarket & Sales Operations
    Bosch

    And

    Janet Poklemba
    Site Leader, Customer Service & Technical Support
    Bosch

  • 2:15pm – 3:00pm Roundtable Discussion: “Why Your Business Needs a Digital Transformation”
    read more »

    Join us for an interactive discussion as we hear from a CX leader on why your business needs a digital transformation and then get involved as the audience participates in roundtable discussions and presents their own experiences and solutions.

    Clifford Stevens
    Director, Creative Operations, In House Agency
    Liberty Mutual

  • 3:00pm – 3:10pm Closing Remarks by Argyle Host
    read more »

    Clifford Stevens
    Director, Creative Operations, In House Agency
    Liberty Mutual

  • 3:10pm – 4:10pm Closing Reception
  • *Schedule and timing is subject to change

What will be discussed? Explore CX hot topics and challenge areas such as:

Data Insights

Data plays a larger role than ever, providing key insights to executive decision makers on the behavior of customers and new trends. Speaker topics include:

    • How to prioritize and successfully invest in analytics and insight generation tools.
    • Using real time data to identify emerging trends early and stay ahead of the competition. 
    • Identification of actionable insights that support executive decision making. 

Being Customer First

What matters most to your customers and how can your company be at the leading edge to provide the solutions they need? Speaker topics include:

    • Aligning organizational values and employee incentives to improve the customer experience.
    • Best practices for creating effortless and robust self-serve experiences for your customers.
    • The process of monitoring and proving the ROI of customer experience.

Seamlessly Omnichannel

Consistent branding across the array of diverse channels through which customers interact with your brand is increasingly important. Speaker topics include:

    • Integrating a mobile-first strategy that reflects your brand across devices and social channels.
    • How to improve customer engagement with the use of consistent, customer-oriented branding.
    • Leveraging customer insights from unique social engagement channels to modernize interactions.

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 Boston
is proudly sponsored by:

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    A VP of Customer Support at Coinstar on the learning atmosphere at Argyle Customer Care Forums.  

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    An SVP of Customer Service Programs at American General Life on attending Argyle Customer Care Forums.

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