2018 Customer Experience Leadership Forum
Why You Should Attend!#ArgyleCX
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 San Francisco. Throughout a full day of content and networking, we will focus on the most pressing issues that customer experience professionals are facing moving into 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:
- Evaluating emerging capabilities to revamp outdated call centers
- 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 Bay Area and beyond!
This event will feature insights from top executives, including:
If you'd like to recommend a speaker, please email Arielle Feger at email@example.com.
Kodakit View Bio »
Speaker bio coming soon...
Wells Fargo View Bio »
Jonathan Alloy is Vice President for Innovation at Wells Fargo. Over his decade with the bank he’s also held leadership roles in product management and marketing for Wholesale Banking and Community Banking. He lives in San Francisco and serves his community by officiating marriage ceremonies at City Hall as Deputy County Clerk. Jonathan is a regular conference host and speaker for Argyle Leadership and Innovation Forums. He holds an MBA from the University of Michigan and a BS from Frostburg State University.
ServiceNow View Bio »
Nitin Badjatia serves as the Head of Product Strategy, Customer Service Management, at ServiceNow where he’s responsible for driving the strategic roadmap, field enablement, and go-to-market for the product line. He’s a two-decade veteran of enterprise customer service vendors, having been at Siebel Systems, RightNow Technologies, and Oracle in various sales and strategy roles. Nitin also led business strategy at knowledge management pioneer Knova Software. In 2012, Nitin was awarded the Consortium for Service Innovation’s Innovator award for his extensive contributions to the industry at large. Nitin is a founding board member of Customer Commons, a non-profit spinoff of Harvard University’s Berkman Klein Center, focused on privacy and identity in a digitally enabled world. He holds a Master of Public and International Affairs from the University of Pittsburgh.
Illumina View Bio »
Julie is Sr Director of UX at Illumina where she works to improve human health through combining genomics and design thinking. Julie has led design teams at Adobe, Citrix and Xerox as well as at startups. She has designed everything from photo editing apps to websites to online MBA programs to training programs to computer networks and now scientific software.
Julie earned her BA at Wesleyan University in cognitive science and a PhD in Learning Sciences – an interdisciplinary program of cognitive science, artificial intelligence and education at Northwestern University. Julie is co-leader of the ACM SIGCHI Bay Area Bird-of-Feather group on Design Research.
Airbnb View Bio »
Katherine is a Global Service Manager for Airbnb’s Customer Experience team based in the San Francisco headquarters. In her role, she is responsible for strategy and service design for Airbnb’s existing and future premium customer segments as well as the Love team, which focuses on guest and host recognition. Her professional background is in the hotel industry with over a decade of experience in hospitality consulting (including her own firm, Linden & Oak), hotel asset management with the luxury hotel portfolio of Ohana Real Estate Investors including Montage Hotels & Resorts, and hotel real estate private equity and investment analysis with Kimpton Hotels & Restaurants. Katherine holds a Bachelor’s degree from Cornell University’s School of Hotel Administration and is a current student in the Wharton School, University of Pennsylvania’s MBA for Executives where she attends weekend classes as a part of the San Francisco campus.
Clarabridge View Bio »
Eric Din is the Vice President of Global Solutions Engineering & Alliances for Clarabridge; an advance voice & text analytics company that turns solicited and unsolicited customer feedback provided across the customer journey into actionable insights. Eric leads a global solutions engineering team that designs and demonstrates how customer feedback analytics can uncover the root cause of customer pain points and be used to grow enterprise customer experience (CX) maturity programs. Eric also runs the Clarabridge alliances program working with large service integration companies and technology companies who complement the Clarabridge solution.
Eric has over 10 years of experience deploying customer experience solutions across many industry verticals in the Fortune 1000 including: Retail, Finance Services, Healthcare Insurance, CPG, Telecom, Automotive, and Hospitality. As an expert in customer experience technology and unstructured analytics, Eric works with companies to design solutions that address the many complex problems that occur when deploying and evangelizing the value of an evolving customer experience organization. Eric earned a Bachelor of Science in Computer Engineering from the University of Virginia.
Mitel View Bio »
I have been a customer success executive for the last 20 years, building teams, processes and systems to improve customer experience while reducing churn. My journey took me from hardware and software to XaaS where the entire customer life cycle has to be addressed as a whole. I enjoy helping customers achieve their goals, and enjoy building successful teams.
Throughout my career, I have held leadership positions at technology companies, including ShoreTel, Juniper Networks, and RAD Data Communications. I was responsible for overseeing the entire customer experience, including increasing customer satisfaction scores by 15% YOY, Minimizing customer churns in 3% increasing MRR and shortening the book to bill cycle.
POPSUGAR View Bio »
Chris George is EVP, Product Marketing and Sales Strategy at POPSUGAR. In this role, Chris has launched The Bakery, POPSUGAR's full-service creative shop; POPSUGAR Insights; TrendRank, POPSUGAR’s proprietary predictive data tool; SNAP, POPSUGAR's native advertising platform; and SHOP, POPSUGAR’s content and commerce capability. Chris joined from SpinMedia where he served as EVP, Marketing Solutions managing all aspects of revenue and sales solutions. He has also held management positions at Fox Interactive Media where he oversaw advertising products, sales development and market intelligence for MySpace and IGN Entertainment, and at FCB in San Francisco where he led accounts such as Hewlett-Packard, SEGA, and LucasArts into the emerging world of digital marketing. He holds a BA degree in Advertising from Michigan State University.
MSCI View Bio »
Inka Germann serves as the Head of Client Service Americas at MSCI, a leading provider of investment decision support tools to investors globally, where she is managing a team of Client Service Analysts and Specialists across client segments and product lines. She is also the owner of best practices and processes for the global Client Service team and implemented various enhancements to MSCI’s service model to introduce efficiencies and improve the client experience.
Inka previously managed the Analytics Product Management team at MSCI that is responsible for the definition of product roadmap and delivery of software, data and analytics developments. Inka has a Bachelor in Economics and Masters in Business Administration from the University of Göttingen, Germany and is a CFA charter holder.
Bold360 View Bio »
Ross is the Senior Director of Product Marketing for Bold360 by LogMeIn. Ross leads the product go-to-market strategy and sales enablement efforts for the customer engagement and support line of business at LogMeIn. With a digital-first approach to customer engagement and support, Ross is focused on pushing customer care teams towards a future of enterprise-class features, mobile dominance, and unparalleled efficiency across the support function.
Verizon View Bio »
Kelly Hendricks is Area Vice President, Global Client Services for Verizon. In this role, she has responsibility for field service management, technical support and program management serving the largest vertical enterprise clients based in the Western United States. Her team ensures customers receive world-class care and execution for the delivery and management of services to optimize business outcomes, including solutions for intelligent networks, dynamic cloud, mobile workforce and connected machines. She also has responsibility for the creation and execution of strategic initiatives.
In her previous position as director, Service Operations for MCI, Hendricks managed operations for the national business markets call routing strategy, the development and delivery of Customer Service training, and had accountability for business process improvement activities across the Global service organization.
Hendricks joined MFS Communications in 1994, which later merged with WorldCom, MCI, and was later purchased by Verizon Business, as the director of Sales and Service operations. In this role, she quickly demonstrated her abilities as an accomplished facilitator of improvement activities and was asked to lead a company-wide restructuring strategy to optimize efficiencies and financial performance. Her achievements with this project earned her a spot on the executive staff reporting to the CEO as the Quality officer for MFS Intelent. At the completion of the merger, Hendricks transitioned into a new role retaining her quality focus and adding web communications, call quality monitoring programs, ISO 9001-2000 program and registration management and business consulting services.
Hendricks received her BA from the University of California, Berkeley. She serves on the advisory council for the Lawrence Hall of Science in Berkeley, is a certified ISO 9001 internal auditor, a member of the executive community Watermark, and a member of the Women’s Association of Verizon Employees (WAVE) where she was recognized as a Verizon leader who made a difference professionally, personally and in her community. She is a graduate of Verizon’s Executive Talent program for women. Hendricks volunteers with American Corporate Partners as a professional mentor for veterans and serves as student and alumni mentor for the University of Oregon Parent Professional Network.
MaritzCX View Bio »
Lisa leads key consulting solutions like CXEvolution and heads up the strategy and execution of Thought Leadership at MaritzCX. In her consulting engagements, she uses a collaborative, holistic approach to uncover insights and solve pressing business needs.
Lisa has more than fifteen years’ experience in research and consulting. Before MaritzCX, Lisa worked on the client side at Anheuser-Busch where she was responsible for brand health research and forecasting. Lisa also worked at Roku where she ran all marketing, product, and user experience research, from complex segmentation and conjoint studies to focus groups and ethnographies. Prior to Roku, Lisa worked on the supplier side as a research manager at the Nielsen Company, overseeing a suite of syndicated mobile media research products. She began her career at YouGov/Polimetrix as a survey analyst during the inaugural round of the Cooperative Congressional Election Study.
Lisa earned an honors double B.A. in political science and international studies from Saint Louis University and a Ph.D. in political science from the University of Pittsburgh, with a focus on social psychology and mass behavior.
Confirmit View Bio »
Roberta comes to Confirmit with over 20 years of experience as a VoC practitioner, Customer Experience Strategist, and Business Transformation Specialist. She is a sought after CX knowledge expert and speaker and has a passion to help businesses transform the way they look at their customers and clients.
Her sweet spot is B2B and has worked in various Fortune 500 service and manufacturing companies worldwide ranging from insurance, legal, medical, to the power, water, and renewable sectors. Companies like GE, Mazda, Otis, DST, Bankers Life, and many others alike have all benefited from her knowledge and expertise.
Her expansive knowledge and experience operationalizing CX strategies by leveraging various LEAN, Innovation, Six Sigma, and BPM tools makes her a great facilitator and change agent to help any organization drive the necessary change needed for a successful implementation.
Boingo Wireless View Bio »
Dhaval Shah is a seasoned executive with more than 20 years of experience in software engineering and Quality Assurance (QA). He currently serves as vice president of Quality Management at Boingo Wireless (NASDAQ:WIFI), a leading DAS, small cell and Wi-Fi provider for airports, stadiums, military bases, convention centers and commercial properties. In this role, Shah oversees Boingo’s Quality Engineering and Assurance team to ensure total quality across the company’s products, networks and services. He is responsible for initiatives that include process management improvements, automation, load and performance testing, defining KPIs for Boingo’s networks and customer experience, and establishing automated monitoring tools. He is also instrumental in initiating a new Quality Management discipline of Data Driven Quality through crowd sourced system data.
Prior to Boingo, Shah served as the QA director at eInstruction Corp., an education technology company that provides interactive learning. He also held leadership positions at DirecTV, IXIA and OpenWave (formerly Software.com). His early career began as a software developer at NCR.
Shah holds a Master’s degree in Computer Science from New Jersey Institute of Technology and a Bachelor’s of Science from Gujarat University in Ahmedabad, India.
DocuSign View Bio »
Guneet Singh is a passionate CX leader with vivid international experience, enjoys working with different cultures across the globe. Guneet’s work experience span across several industries such as human capital management, banking, entertainment, consumer services & Technology. He has also led several teams within Top Fortune 50 companies for analytics, customer experience, research, & customer success. Guneet currently leads the customer experience programs in DocuSign.
Prezi View Bio »
Karen leads the customer success, learn, and support teams at Prezi, and is passionate about growing and delivering value for its customer base. She leads the charge in expanding Prezi into teams and businesses, and in helping these business users adopt and maximize value out of the product.
Prior to Prezi, she spent 6 years at Google in the Ads and Enterprise space, where she led teams around sales, account management, and renewals. She has an Engineering and Business degree from UC Berkeley and Wharton, respectively, and worked at General Electric in a variety of roles before transitioning to tech.
Sutter Health View Bio »
Mac Tillman is a brand and consumer centered change-agent. For over 20 years he has been shaping organizational visions for innovation, brand building and marketing activation at leading organizations including P&G, Timberland, CamelBak, Del Monte & Big Heart Pet by integrating traditional business driving strategies, tactics and principles with leading edge thinking, tools and techniques. As Vice President of Brand Marketing at Sutter Health, Mac is leading organizational evolution through brand transformation, conveying Sutter’s noble mission and life-changing accomplishments through passionate, creative and innovative storytelling.
9:00am-9:10am Argyle Opening Remarks
9:10am-9:45am Opening Keynote featuring POPSUGAR: "Using Data to Drive Content"
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EVP, Product Marketing & Sales Strategy
9:45am-10:05am Thought Leadership Spotlight featuring ServiceNow: "Lead with Customer Service for Your Digital Business Transformation"
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Sr. Director Product Strategy, CSM
10:05am-10:30am Networking Break
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10:30am-11:20am Panel Discussion:“Delivering Personalized Journeys”
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Session topics include, but are not limited to:
- Best practices for understanding customer attitudes, behaviors and processes
- Best practices for delivering content via numerous channels simultaneously
- How to avoid a fragmented experience
- Bridging the gap between online and offline customer interactions, to develop a content delivery strategy that works across multiple channels
- Rethinking the concept of "identity" to help improve interactions with customers
- Examples of ways to map complex systems to a customer journey
- Models for tracking and managing an end-to-end conversation
- Insights on approaching complex journeys within an existing technology ecosystem
VP, Quality Management
Senior Director, User Experience Design
Managing Director, Head of Client Service Americas
Director, CX Consulting
Director, Customer Experience Programs
11:20am-11:40am Thought Leadership Spotlight featuring Bold360ai: “Customer Engagement: Where Do You Stack Up?”
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Sr. Director of Product Marketing
Bold360ai by LogMeIn
11:40am-12:00pm Networking Break
12:00pm-12:20pm Thought Leadership Spotlight featuring MartizCX: "The ROI of Feelings: Understanding the Emotional Connection to Your Brand"
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In this session, Lisa London 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. Lisa 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.
Lisa London, Ph.D.
Director, CX Consulting
12:20pm-1:10pm Panel Discussion: "Delivering Seamless Customer Engagement & Support in a Hyper Connected World"
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Session topics include, but are not limited to:
- How is your team working to create seamless experiences across channels and devices through any stage in customer journey channels?
- In what ways are you reducing the customer effort when engaging with your company?
- Where/how are you meeting your customer i.e. social/mobile, etc.?
- How are you tapping into all of these channels that customer utilize and communicating tailored content to drive customer loyalty?
- In what ways are you empowering front line agents to deliver fast, efficient, and frictionless service to improve the customer experience?
- Using contextually relevant data to create truly personalized experience
- How can you measure and track customer satisfaction?
Vice President, Innovation
Customer Experience Global Service Manager
VP, Global Solutions Engineering & Alliances
Vice President of Customer Lifecycle and Success
VP, Customer Success, Support
2:10pm-2:45pm Keynote featuring Kodakit: “Transforming Visual Experiences with Technology"
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2:45pm-3:20pm Keynote featuring Sutter Health
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Vice President, Brand Marketing
3:20pm-3:35pm Networking Break
3:35pm-4:10pm Keynote featuring Verizon: "The Making of a Leader: Recipe for Leadership Success"
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Area Vice President, Global Customer Service
4:10pm-4:15pm Argyle Closing Remarks
4:15pm-5:15pm Closing Reception
What will be discussed? Explore CX hot topics and challenge areas such as:
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
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
I'd like to bring some colleagues. Do I need to
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
To maintain exclusivity, we don't release the
venue address until
the registration process has been completed. All
details will be shared once you have requested a
pass and been
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