2018 Customer Experience Leadership Forum
Why You Should Attend!#ArgyleCX
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- Evaluating emerging capabilities to revamp outdated call centers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 email@example.com.
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.
Information Builders View Bio »
Chris Banks is Senior Director of Business Intelligence and Performance Management Solutions at Information Builders.
During his 20 year career in the enterprise software industry, Mr. Banks has held management positions in sales, product marketing, product management, and quality assurance. He has played key roles in the development of major technologies, including business intelligence, integration middleware, data warehouse, and application development.
Mr. Banks also serves as a corporate evangelist, evangelizing about the company and software solutions. An award winning presenter, Mr. Banks engages his audience with his unique style and delivery, allowing people to gain a different perspective on current issues in their respective industry, along with an attainable plan for success.
In his free time, Mr. Banks is a published and commercial photographer.
Eli Lilly and Company View Bio »
Mr. André Côté holds the position of VP & Chief Operating Officer - CommercialCapabilities and Customer Experience for Eli Lilly Canada Inc. In this role, he isresponsible for enhancing the company’s customer facing capabilities, and improvingthe experience the organization provides for patients, healthcare professionals and payers. Mr. Côté is also a member of the Senior Management Team of Eli Lilly Canada.
Since joining Eli Lilly Canada in 1993 as a Sales Representative, Mr. Côté has held a number of progressive roles in Canada within the Sales, Operations, Learning andDevelopment, and Corporate Affairs organizations, including Government andEconomic Affairs Manager, Sales & Operations Director for Quebec, as well as VicePresident of Sales.
Mr. Côté has also held various Global leadership positions at Lilly in Pricing,Reimbursement & Access, as well as Global Brand Marketing Strategy. He was also amember of the Senior Leadership Teams for Global Corporate Affairs, and the GlobalBioMedicines Business Unit. Most recently, Mr. Côté held the position of SeniorDirector, Global Customer Support Programs at Lilly Corporate Center in Indianapolis,overseeing corporate strategy and capabilities development within the organization.
Prior to joining Eli Lilly Canada, Mr. Côté obtained a Bachelor’s Degree in Business andMarketing in 1993 from the Université Laval in Quebec.
Mr. Côté is fluent in both English and French.
Zendesk View Bio »
Sam Chandler’s job is to ensure that her customers look like rockstars. And it’s a job she takes quite seriously.
As a Sr. Customer Success Consultant with Zendesk, Sam partners with CEOs, Managers, and CS teams to develop support strategies that consider the entire customer experience and effectively scale with an organization’s growth.
After spending the last 15 years becoming acclimated with every Customer Service role from the front lines of cashiering to designing early stage CX programs, Sam knows what truly drives loyalty — and it definitely doesn’t involve the promise of differentiated customer service sans a strategy to back it up. It’s about aligning your service goals with your organization’s larger objectives and calibrating your measurements of success to reflect that mission.
Sam’s background shapes her perspective on the concepts of the user experience, strategic data utilization, and understanding the psychological drivers behind consumer behavior — inspiring her participation in myriad webinars, presentations, and online articles. In 2017 she was named Zendesk’s Global Success Consultant of the Year and holds certifications in Import & Export Compliance.
Clarabridge View Bio »
Marco Cruz-Galve is the Director of Business Consulting at Clarabridge. Marco leads the Business Consulting team worldwide that act as trusted CX advisors to customers as they implement the Clarabridge solution and they grow their CX programs. Marco and his team focus on designing and implementing consulting frameworks and solutions that help customers in distinct industries to drive continuous business improvements by finding value analyzing the qualitative and quantitative feedback from their customers.
Marco has vast experience in Business and Customer Experience Consulting, Text Analytics, multi-language/cultural analytics, and Learning and Enablement. He brings 10 years of international experience at Clarabridge, the Inter-American Development Bank, and IBM. He holds a M.Sc. in Industrial and Systems Engineering and B.S. in Mechanical and Aerospace Engineering.
Staples Business Advantage View Bio »
Scott D’Cunha is the Vice President of Marketing, eCommerce & Communications for Staples Advantage, the business-to-business division of Staples in Canada. Scott is responsible for driving all Marketing and eCommerce activities, with goals of building the Staples Advantage brand, growing and marketing the business across all market segments, geographies and product lines, and managing over $500M in online sales, one of the largest ecommerce businesses in Canada.
Scott joined Staples Advantage in 2008, and brings more than 20 years of B2C and B2B marketing and management experience, across multiple markets and industries to Staples. Prior to joining Staples Advantage, Scott spent five years consulting with a major consulting organization, focusing on delivering Strategy & Transformation projects across the retail, government, energy, lottery and entertainment sectors, specifically in the areas of Marketing and Merchandising. In his career, Scott has worked across North America and Europe, and has a strong global perspective.
Scott received his BA (Hons) in Economics from Lancaster University in the UK, and his MBA from the Schulich School of Business, York University. Scott also holds a Professional Postgraduate Diploma in Strategic Management from the Chartered Institute of Marketing (UK), and is an accredited Chartered Marketer (UK). He recently completed his Diploma in Digital Marketing with the CAM Foundation (UK), and has a postgraduate certificate in Digital Branding and Media. He is also a desired speaker on the topics of Customer Experience, Loyalty, and Strategic Marketing.
Scott resides in Oakville, Ontario with his wife and three young children, and enjoys travelling, watching soccer (a die-hard Liverpool supporter), playing tennis, reading classical history and listening to 1980’s British pop music. Scott has also served on the Board of Directors of the Oakville Literacy Council, a charity dedicated to improving adult literacy skills, and regularly volunteers with Junior Achievement.
Scotia Bank View Bio »
Elizabeth Forsey is Director, Sales Practices & Controls at Scotiabank International Banking.
Elizabeth Forsey has over 20 years of Banking experience in multiple areas such as Human Resources, Product development, Customer Experience, Retail Segments and Sales Conduct.
Elizabeth joined Scotiabank Mexico in 1995 and moved to Scotiabank International Banking in Toronto in 2005. As part of Scotiabank International Banking, Elizabeth has led the implementation of customer experience models in different geographies including Central America, Peru and Chile. Elizabeth has also driven the design of CRM and other sales technologies to maximize sales productivity and customer satisfaction.
In her previous role as Vice President, Customer Experience Support, Elizabeth lead the governance and ongoing sustainment of Sales and Service models for Branch and Non-Branch Sales Force including the recognition and rewards programs.
In her current role as Director, Sales Practices & Control, Elizabeth is developing the sales conduct framework to mitigate reputational and operational risks while maximizing customer experience and sales productivity.
Elizabeth was recognized in 2016 as ‘Top 10 Most Successful Mexicans in Canada’ by the Latinos Multicultural magazine. Elizabeth holds a Bachelor's degree in Industrial and Systems Engineering and a Master's degree in Business Administration and Finance from Tec of Monterrey, Mexico.
Scotiabank View Bio »
Speaker bio coming soon...
Confirmit View Bio »
Brad is a seasoned customer experience professional with decades of experience leading and managing programs to enhance the customer experience in a wide variety of industries.
Brad is an expert in delivering best-in-class consultative services to businesses interested in increasing customer attraction/retention, accelerating growth, identifying key process improvements, and demonstrating added value to customers. Brad helps Confirmit customers grow their CX programs to maturity, enabling transformational change that optimizes customer and employee experiences.
Currently, Brad lives in Carmel, Indiana – just outside of Indianapolis – with his wife and three children. He serves as Chairman of the Board for Damar Services, a remarkable organization that serves children and adults with autism and other developmental and behaviors challenges.
CIBC View Bio »
Michelle is a Director in the Client Experience Strategy and Improvement Group at CIBC. Michelle leads a team responsible for developing and executing strategies and roadmaps to enhance the client experience.
Between 2013 and 2014, Michelle worked in the Corporate Banking Group at CIBC, assisting mid-to-large sized companies with corporate lending engagements. Prior to joining the Corporate Banking Group, Michelle joined the post-MBA CIBC-wide rotational program, completing rotations in the Retail Lending Risk Management Group, Mobile Banking Strategy and Planning Group and Strategic Initiatives Group.
Michelle has a B.A. from McGill University and a MBA from the University of Toronto Rotman School of Business.
On a personal note, Michelle is an avid runner and enjoys traveling.
Bell Canada View Bio »
Sanders is a telecom professional with 15+ years experience in IT, strategy consulting, customer experience, marketing, corporate development and accounting. He started his career in accounting at KPMG Vancouver and then moved to Boston as a Strategy Consultant advising industry leaders such as AT&T, Bell Canada, SK Telecom, General Motors and Virgin Mobile. While working with Virgin Mobile on their entry into Canada, he jumped on an opportunity to join Virgin Mobile Canada’s Marketing team as one of their first employees. After a very exciting launch he joined Bell Canada’s Corporate Strategy team as an independent contributor working closely with senior executives on a variety of strategic initiatives including the launch of a new LTE network and the privatization of BCE.
Over the last 10 years at Bell Canada, Sanders has been a change agent leading teams to drive value through analytics and technology - from a business transformation leading to a significantly improved customer experience with a more competitive cost structure to a complete revamp of residential pricing to simultaneously make Bell more competitive and more profitable. He is currently leading agile strategies and developing proof of concepts to leverage the power of big data, open source and cloud technologies to drive agility, flexibility and cost savings to Bell's Customer Experience organization.
Royal Bank of Canada View Bio »
Speaker bio coming soon...
Oxford Properties Group View Bio »
Roger has been a Customer Experience practitioner since becoming Net Promoter certified by Satmetrix in 2009. Many of his leading edge and innovative CX initiatives have received recognition and coverage in research and white papers by leading organizations such as Forrester Research, The Temkin Group, and The Canadian Marketing Association. Oxford has received the following recognition: Finalist in the 2015 CXPA Innovation Awards, Winner of the 2015 & 2016 National Pinnacle Award for outstanding Customer Service and Innovation by BOMA Canada, Winner of the 2017 BOMA Pinnacle Awards in Toronto/Montreal/Vancouver, and Winner of the 2016 Temkin Customer Experience Excellence Award.
Prior to this, Roger spent 25 years in the auto industry, helping organizations to significantly increase sales and profits by developing customer centric business operations. He was a multiple winner of the GM Chairman’s Challenge and Cadillac Master Dealer Awards for Sales, Profits and Customer Satisfaction.
Roger is always happy to share best practices and tools that others can apply within their own businesses.
Scotiabank View Bio »
Tessa Steenstra has over 15 years of business experience working with Latin American markets. She has spent the last 9 years at Scotiabank’s International Banking division which has over 8 million customers across Latin America and the Caribbean. Tessa is currently Director of Customer Experience Design for Retail and Small Business Banking where she is accountable for improving the skills and operating methods of branch and mobile sales force staff in order to continuously improve the experience Scotiabank delivers to its customers.
In addition to customer experience design, Tessa’s experience at Scotiabank has encompassed marketing, wealth management, commercial banking and retail sales management sustainment. Prior to joining the Bank, she worked and studied in Mexico, Costa Rica, Chile, Ecuador and Panama.
Tessa has a Master of Business Administration from York University, Schulich School of Business and an undergraduate degree from Trent University. She currently lives in Toronto with her husband and two children.
Government of Ontario View Bio »
Jennifer’s expertise in both public and private sector environments spans marketing, advertising, digital strategy, PR, issues management and corporate communications. As Managing Director, Marketing and Digital Strategy for the Government of Ontario, Jennifer leads an integrated team to deliver social media strategy, digital data insights, market research and public education campaigns across multiple ministries including Health, Foodland Ontario, Education, Economic Development and Transportation.
In her previous role, as Director of Brand and Marketing for Metrolinx, Jennifer led the vision and alignment of brand, digital and marketing strategy across the organization. Working with cross-functional teams across Metrolinx operations and services, including GO Transit, Presto and UP Express, she managed a team of strategic and creative professionals to build public understanding of the largest transit infrastructure development in Canadian history and help residents find ways to spend more time living and less time commuting.
Jennifer is fueled by a passion for break-through creative work driven by strong insight and a determination to build responsibly brave public-sector brands.
Canada Post View Bio »
Christopher joined Canada Post in 2011 as Director, Customer Service Network Effectiveness with overall responsibility for all facets of customer service including internal and outsourced contact centre operations, as well as overseeing all aspects of consumer and business service including workforce planning, customer experience, quality assurance, and reporting.
Prior to joining Canada Post, he spent fifteen years with varied industries including telecommunications, financial services, and outsourcing in customer service positions of increasing responsibility. Christopher has championed and overseen the transformation of customer service at Canada Post resulting in significant improvements to customer experience.
Christopher has been a member of the Board of Advisors with the Society of Workforce Planning Professionals since 2009 and a Member of the Advisory Board with the Customer Service Professionals Network since 2012. In his spare time, Christopher cherishes his time in Ottawa with his wife and their three young children.
Rogers Communications View Bio »
Vince Wong is a strategic multidisciplinary leader who holds a MBA from the Rotman School of Business and is a Chartered Professional Accountant. He has worked for large multinational companies, including American Express and JP Morgan Chase, and is currently at Rogers Communications as the Director of Digital Self-Serve Adoption. During his time at these companies, he has worked on projects/partnerships with major brands such as Amazon.com, Costco, AirMiles, Aeroplan and the launch of the Amex Centurion Card “Black Card.”
Throughout his 18+ years of working with these companies, Vince has had experience in a number of fields, including customer experience, operations, finance, planning, strategy, governance, corporate development, loyalty and marketing in local and international markets. His true passion is to build and grow businesses, which is most evident from his current role at Rogers to increase digital self-serve adoption.
The Great-west Life Assurance Company View Bio »
Eli is AVP, Experience & Strategic initiatives at Great-West Life. In his role, Eli leads a team of customer experience professionals mandated to identify and lead customer centric strategic initiatives, as well as collaborate with the lines of business to foster a customer centric culture throughout the organization. Prior to Great-West Life, Eli worked with various large organizations including Canada Post, Goodyear and Bayer.
Eli’s expertise spans customer experience, process improvement, lean, six-sigma, strategy, and design. Even though his background is “process heavy”, he refers to his passion as “process improvement with a twist” – improving processes that matter the most to the customer.
Eli has a Bachelor of Engineering from The University of Western Ontario, as well as a Master of Business Administration from the University of North Carolina.
9:00am-9:10am Argyle Opening Remarks
9:10am-9:45am Opening Keynote featuring Staples Business Advantage
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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"
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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.
Sr. Director Product Strategy, CSM
10:05am-10:25am Networking Break
10:25am-11:15am 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 / COO - Chief Operating Officer Commercial Capabilities and Customer Experience
Eli Lilly and Company
Director, CX Consulting
Director of Client Experience and Client Care
Director, Customer Experience Digital Self Serve Adoption
11:15am-11:35am Thought Leadership Spotlight featuring Zendesk: “Passing the CX Turing Test: Incorporating AI into your Omnichannel Strategy”
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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.
Sr. Customer Success Consultant
11:35am-11:55am Networking Break
11:55am -12:45pm Panel Discussion: "Achieving a Seamless Experience"
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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
Elfreda Pitt Hetherington
Senior Director, Omni-channel Engagement
Royal Bank of Canada
Sales Director - Business Intelligence and Performance Management Solutions
Director of Business Consulting
Director, IT Customer Experience Strategy
Director, Customer Service Network Effectiveness
1:45pm-2:20pm Keynote featuring The Great-West Life Assurance Company: “Developing Customer Experience Excellence From the Outside In”
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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.
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”
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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
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”
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Director, Customer Experience Design
Jennifer van der Valk
Managing Director, Marketing and Digital Strategy
Government of Ontario
Director, Sales Practices & Controls
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:
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!
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