Why You Should Attend!



Over the past five years, corporations have become painfully aware that customer experiences define not only brand loyalty, but profitability. To explore the growing importance of customer experience, Argyle Executive Forum is bringing together leading executives for our annual CX Forum in Toronto. 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  • Evaluating emerging capabilities to revamp outdated call centers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


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 Toronto 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 afeger@argyleforum.com.

Speaker
Nitin Badjatia Sr. Director Product Strategy, CSM
ServiceNow
View Bio »
Speaker
Chris Banks Sales Director - Business Intelligence and Performance Management Solutions
Information Builders
View Bio »
Speaker
André Côté VP / COO - Chief Operating Officer Commercial Capabilities and Customer Experience
Eli Lilly and Company
View Bio »
Speaker
Sam Chandler Sr. Customer Success Consultant
Zendesk
View Bio »
Speaker
Marco Cruz-Galve Director of Business Consulting
Clarabridge
View Bio »
Speaker
Scott D'Cunha VP Marketing, eCommerce & Communications
Staples Business Advantage
View Bio »
Speaker
Elizabeth Forsey Director, Sales Practices & Controls
Scotia Bank
View Bio »
Speaker
Vita Gushina Director
Scotiabank
View Bio »
Speaker
Brad Linville Director, CX Consulting
Confirmit
View Bio »
Speaker
Michelle Mapa Director of Client Experience and Client Care
CIBC
View Bio »
Speaker
Sanders Pabbies Director, IT Customer Experience Strategy
Bell Canada
View Bio »
Speaker
Elfreda Pitt Hetherington Senior Director, Omni-channel Engagement
Royal Bank of Canada
View Bio »
Speaker
Roger Pugsley Director, Customer Service Excellence
Oxford Properties Group
View Bio »
Speaker
Tessa Steenstra Director, Customer Experience Design
Scotiabank
View Bio »
Speaker
Jennifer van der Valk Managing Director, Marketing and Digital Strategy
Government of Ontario
View Bio »
Speaker
Christopher Watchorn Head of Customer Service Network Effectiveness
Canada Post
View Bio »
Speaker
Vince Wong Director, Customer Experience Digital Self Serve Adoption
Rogers Communications
View Bio »
Speaker
Eli Zogby AVP, Experience and Strategic Initiatives
The Great-west Life Assurance Company
View Bio »
  • 8:00am-9:00am Breakfast
  • 9:00am-9:10am Argyle Opening Remarks
  • 9:10am-9:45am Opening Keynote featuring Staples Business Advantage
    read more »

    Scott D'Cunha
    VP Marketing, eCommerce & Communications
    Staples Business Advantage

  • 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. 

    Nitin Badjatia
    Sr. Director Product Strategy, CSM
    ServiceNow

  • 10:05am-10:25am Networking Break
  • 10:25am-11:15am Panel Discussion: “Delivering Personalized Journeys”
    read more »

    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

    Moderator:

    Vita Gushina
    Director
    Scotiabank

    Panelists:

    André Côté
    VP / COO - Chief Operating Officer Commercial Capabilities and Customer Experience
    Eli Lilly and Company 

    Brad Linville
    Director, CX Consulting
    Confirmit

    Michelle Mapa
    Director of Client Experience and Client Care
    CIBC

    Vince Wong
    Director, Customer Experience Digital Self Serve Adoption
    Rogers Communications

  • 11:15am-11:35am Thought Leadership Spotlight featuring Zendesk: “Passing the CX Turing Test: Incorporating AI into your Omnichannel Strategy”
    read more »

    Omnichannel and AI are the hottest buzzwords in the industry today. But what do they actually mean? And how do you take advantage of bots without making customers feel like they’re talking to C-3PO?

    In this session Sam will discuss how to effectively whiteboard a CX strategy that leverages the industry’s leading technologies while keeping a customer-centric focus & maintaining measurable results on your investments.

    Sam Chandler
    Sr. Customer Success Consultant
    Zendesk

  • 11:35am-11:55am Networking Break
  • 11:55am -12:45pm Panel Discussion: "Achieving a Seamless Experience"
    read more »

    Session topics include, but are not limited to:

    • Creating an omni-channel experience that significantly improves customer engagement 
    • Developing a comprehensive digital transformation strategy for the Customer Care Center 
    • Using contextually relevant data to create truly personalized customer experiences 
    • Taking advantage of new CX technology in your Customer Care Center 
    • Empowering your front line employees to deliver world-class experiences in an Omni-channel environment 
    • Building success metrics that demonstrate ROI to the executive team

    Moderator:

    Elfreda Pitt Hetherington
    Senior Director, Omni-channel Engagement
    Royal Bank of Canada

    Panelists:

    Chris Banks
    Sales Director - Business Intelligence and Performance Management Solutions
    Information Builders

    Marco Cruz-Galve
    Director of Business Consulting
    Clarabridge        

    Sanders Pabbies
    Director, IT Customer Experience Strategy
    Bell Canada

    Christopher Watchorn
    Director, Customer Service Network Effectiveness 
    Canada Post

  • 12:45pm-1:45pm Lunch
  • 1:45pm-2:20pm Keynote featuring The Great-West Life Assurance Company: “Developing Customer Experience Excellence From the Outside In”
    read more »

    Becoming customer centric is more than your customer experience teams, it’s a cultural change that must span the whole organization. Customer experience can’t be the “flavor of the day." Like TQM, Lean and Six Sigma, these programs and methodologies are the evolution of true customer centricity. In this presentation, Eli will discuss the evolution from traditional process improvement methodologies to today’s “Outside-In” customer journey based methodologies.  Both types of approaches can co-exist when delivering customer centric strategic initiatives when you focus on the customer first.

    Eli Zogby
    Associate Vice President, Experience and Strategic Initiatives
    The Great-West Life Assurance Company

  • 2:20pm-2:40pm Networking Break
  • 2:40pm-3:15pm Keynote Presentation featuring Oxford Properties Group: “Employee Engagement’s Role in Customer Experience”
    read more »

    Employee engagement is critical to any CX journey. Simply put: engaged employees offer great service, disengaged employees don’t.  Oxford has put considerable effort into employee engagement via empowerment, recognition, training and voice of the employee initiatives. Oxford’s Employee Engagement Survey indicated that 98 percent of its employees agree that customer service is a high priority. By prioritizing employee engagement, Oxford has reaped significant rewards, such as higher customer satisfaction/loyalty and stronger business results.   

    This session will help attendees:

    • Understand the relationship between engagement and CX
    • Learn initiatives to engage employees
    • Learn initiatives to engage contractor teams so they better represent your company and deliver your brand promise effectively

    Roger Pugsley
    Director, Customer Service Excellence
    Oxford Properties Group

  • 3:15pm-3:50pm Fireside chat featuring Scotia Bank and Government of Ontario: “Leveraging Data to Maximize the Customer Experience”
    read more »

    Interviewer: 

    Tessa Steenstra
    Director, Customer Experience Design
    Scotiabank

    Participants:

    Jennifer van der Valk
    Managing Director, Marketing and Digital Strategy
    Government of Ontario

    Elizabeth Forsey
    Director, Sales Practices & Controls
    Scotia Bank

  • 3:50pm-4:00pm Argyle Closing Remarks
  • 4:00pm-5:00pm 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 Toronto
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

DoubleTree by Hilton Hotel Toronto Downtown


108 Chestnut Street
Toronto, ON M5G 1R3, Canada
Telephone: (416) 977-5000
Website

Venue

Toronto Marriott Downtown Eaton Centre Hotel


525 Bay St.
Toronto, ON, M5G 2L2
Telephone: (416) 597-9200
Website