Why You Should Attend!

Today, customer experience is the ultimate differentiator in corporate America. The user experience defines customer loyalty and ultimately, revenue for the organization. Argyle Forum is bringing together leading customer experience executives to have candid conversations around this reality at our CX Forum in New York. The full day of content and networking will be geared towards Chief Customer, Customer Experience, and User Experience Officers, as well as VPs and Directors of customer experience, care and support. Key topics covered will include:

  • Defining metrics to effectively measure customer engagement
  • Evaluating emerging technology and trends to revamp outdated call centers
  • Becoming a more consumer-centric organization
  • Creating a seamless customer journey (from pre-sales to service and technical support interactions)
  • Prioritizing personalized interactions through mobile and social platforms
  • 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 allow you to have candid discussions with your peers around these topics and more. Previous speakers have included Deserie Dulaney, Senior Director of Customer Service Operations at Walmart eCommerce, Russell Pandolfo, Senior Vice President of Client Experience at Fidelity, and Kelly Harper, Director of Customer Experience Learning at BMO Financial Group. We look forward to hosting our community of Fortune 500 CX leaders from New York and beyond!

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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.

Steven Gargano Head of Product Development and Customer Service
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Douglas Kramon Director, Marketing Customer Operations
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Lisa Oswald Senior Vice President, Global Customer Service
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Tiffany Perkins-Munn Global Head of Client Analytics
JP Morgan Chase
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Rabia Qari Vice President, Brand & Customer Strategy
Tough Mudder
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Gail Smith Chief Customer Officer
New York City Health And Hospitals Corporation
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Bill Szilasi Director, Cross Divisional Customer Reference
Credit Suisse
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  • 8:00am-9:00am Breakfast
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    Kick off the day with a healthy breakfast and networking. Connect with your peers in the customer experience community from a variety of industries before the morning’s content begins.

  • 9:00am-11:00am Opening Keynote
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    "Delivering an Exceptional Omnichannel Customer Experience"

    Session topics will include:

    • Best practices and challenges encountered with regards to providing seamless and consistent service across channels
    • Driving customer retention through brand consistency across all channels that customers are accessing
    • Utilizing mobile as a feedback, analysis, and engagement channel to personalize and improve the customer experience in real time
    • Leveraging different channels to reach and interact with customers in different scenarios
    • Breaking down internal silos to ensure brand consistency across all channels
    • Best practices and challenges encountered in measuring the success of your omnichannel strategy
    • How the call center fits into your organization’s omnichannel strategy 

  • 11:00am-11:30am Morning Networking Break
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    Take a break to make new connections and discuss the morning presentations over coffee and snacks.

  • 11:30am-1:00pm Morning Panel Discussion
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    Panel Discussion: “Data’s Growing Role in Deepening Knowledge About Customer Insights”

    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

  • 1:00pm-2:00pm Lunch
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    Take a midday break to grab lunch, network with your peers, and discuss the morning presentations.

  • 2:00pm-3:00pm Afternoon Panel Discussion
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    Panel Discussion: “Leveraging Self-Service to Connect with the Customer”

    Session topics include, but are not limited to:

    • Delivering intelligent customer service, where to start?
    • Best practices for creating effortless and robust self-service experiences for your customers
    • What does your customer need?  Understanding your customer as they interact with your company online
    • How do you personalize this experience?
    • What skillsets are required for a successful self-service program?
    • How are customer care leaders building processes to support and sustain self-service programs?
    • What role does technology play in successful self-service? Which technologies can you use to increase relevance and reduce effort for customers?
    • Which metrics matter?  How can you measure and quantify success? 

  • 3:00pm-3:30pm Afternoon Networking Break
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    Take a break to switch tables, meet some new peers, and discuss the afternoon presentations over coffee and snacks. 

  • 3:30pm-5:00pm Afternoon Keynote Session
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    "The Next Frontier"

    The importance of staying ahead of the curve means seamless support across all aspects of an organization. So what’s next? How can customer experience continue to be a priority at all levels of a company? Learn about:

    • Driving customer accountability, what can be done to assure clients have the tools to help themselves?
    • Addressing the “ Apple genius bar” model, new trends in on site customer care
    • Proper technology to inform “onsite” customer care platforms
    • Delivering consistent and continuous experiences throughout a customer’s lifecycle
    • Becoming completely customer-centric; focusing on customer experience analytics
    • What are your insights on approaching complex journeys within an existing technology ecosystem?

  • 5:00pm-6:00pm Closing Reception
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    Wrap up the day with a cocktail (or a few!). Head home with new connections and a notebook full of key takeaways to implement back at the office.

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: Measuring Meaningful Engagement" in New York 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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