Why You Should Attend!



Argyle invites customer experience executives to our CX event in Boston. 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 will highlight the most pressing topics and issues that customer experience professionals are facing, with plenty of time for networking in between sessions. Key topics will include:

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


Argyle’s 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. Past speakers have included Matt Blonder, Head of Global Digital Brand Commerce at Reebok; Rich Dorfman, Vice President, Customer Experience at Eastern Bank; Seth Magaw, Director of eDiscovery Client Services at Ricoh; and Bill Schimikowski, Vice President Customer Experience at Fidelity Investments.

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

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
Heather Anderson Director of Aftermarket & Sales Operations
Bosch
View Bio »
Speaker
Hiram Barber Global Director, Digital Customer Experience
Schneider Electric
View Bio »
Speaker
Ellen Cory Senior Director, Customer Experience & Innovation
Marriott International
View Bio »
Speaker
Rich Dorfman Vice President, Customer Experience
Eastern Bank
View Bio »
Speaker
Jeremy Duncan VP, Strategy & Brand Communications
BlueCross BlueShield of Rhode Island
View Bio »
Speaker
Natalie Higgins SVP - Director, Customer Experience
Citizens Bank
View Bio »
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
View Bio »
Speaker
Glenn Nelson AVP, Workforce Computing Services
Hanover Insurance Group
View Bio »
Speaker
Janet Poklemba Site Leader, Customer Service & Technical Support
Bosch
View Bio »
  • 8:00am – 9:00am Breakfast
  • 9:00am – 9:10am Argyle Opening Remarks
  • 9:10am – 9:45am Opening Keynote Presentation featuring Fresenius Medical Care
    read more »

    Angela McClure
    Chief Experience Officer 
    Fresenius Medical Care

  • 9:45am – 10:05am Thought Leadership Spotlight featuring ServiceNow
  • 10:05am – 10:30am Networking Break
  • 10:30am – 11:20am 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

    Panelists:

    Rich Dorfman
    Vice President, Customer Experience
    Eastern Bank

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

    Marijke Maartense
    Director, Global Customer Experience
    Philips Healthcare

    Glenn Nelson
    AVP, Workforce Computing Services
    Hanover Insurance Group

  • 11:20am – 11:40am Networking Break
  • 11:40am – 12:30pm 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

    Panelists:

    Hiram Barber
    Global Director, Digital Customer Experience
    Schneider Electric


    Ellen Cory
    Senior Director, Customer Experience & Innovation
    Marriott International

  • 12:30pm – 1:30pm Lunch
  • 1:30pm – 2:05pm 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.

  • 2:05pm – 2:25pm Networking Break
  • 2:25pm – 3:00pm Fireside Chat featuring Bosch: “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

  • 3:00pm – 3:35pm Corner Debate: “True or False: Discussing the Myths of Customer Experience”
    read more »

    This session will feature a lively debate between CX leaders as they discuss some myths around the customer experience and explain why they are or are not true.

    Natalie Higgins
    SVP - Director, Customer Experience
    Citizens Bank

    And

    David Mollo
    VP, Customer Experience Director, Wealth Channel
    Citizens Bank


  • 3:35pm – 3:40pm Argyle Closing Remarks
  • 3:40pm –4:40pm Closing Reception
  • *Schedule and timing is subject to change

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 Boston
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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