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  • Evaluating emerging technology and trends to revamp outdated call centers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!

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
Michael Biondo Senior VP Business Operations & Partnerships
iHeartMedia
View Bio »
Speaker
Tamar Cohen VP Customer Experience
Zoetis
View Bio »
Speaker
Renee Hourigan Vice President, Marketing
Victorinox Swiss Army
View Bio »
Speaker
Florian Jacquier Director Consumer Engagement
Nestle
View Bio »
Speaker
Elisabeth Kozack Vice President, Product Strategy & Customer Experience, Marcus by Goldman Sachs
Goldman Sachs
View Bio »
Speaker
Douglas Kramon Director of Customer Operations & Fan Support
ESPN
View Bio »
Speaker
Ryan Lester Director, Customer Engagement Technologies
Bold360 by LogMeIn
View Bio »
Speaker
Hansen Lieu Senior Director of Solution Marketing, Commerce
SAP
View Bio »
Speaker
Mark McMahill Senior Director, UX Design
AXA Equitable Life Insurance Company
View Bio »
Speaker
Zac O'Neill Customer Success Team Lead for North America
Usabilla
View Bio »
Speaker
Lisa Oswald Head of Customer Service
Travelzoo.com
View Bio »
Speaker
Lynn Padian CVP Retirement Marketing
New York Life Insurance Company
View Bio »
Speaker
Tiffany Perkins-Munn Global Marketing | Head of Decision Sciences
BlackRock
View Bio »
Speaker
Lauren Pollak Head of Customer Insights and Impact
AIG
View Bio »
Speaker
Rabia Qari Vice President, Brand & Customer Strategy
Tough Mudder
View Bio »
Speaker
Sarah Simon Senior Solutions Consultant
Confirmit
View Bio »
Speaker
Brian Strauss Vice President Worldwide Field Engineering
Moxie Software, Inc.
View Bio »
Speaker
Maria Tenreiro Director, Customer Care Center and Corporate Customer Relations
Boscov's Department Stores
View Bio »
Speaker
Paul Warner Vice President - Customer and Employee Experience Strategy
Inmoment, Inc
View Bio »
  • 7:30am-8:30am Breakfast
  • 8:30am-8:35am Opening Remarks featuring Argyle Host
    read more »

    Mark McMahill
    Sr. Director, UX Design
    AXA Equitable Life Insurance Company

  • 8:35am-9:10am Opening Keynote featuring Travelzoo: "If Customers Are So Satisfied, Why Aren’t They Happy?"
    read more »

    Despite the rapid deployment of digital service channels, analytic tools and automation, a disconnect between customer expectations and the services companies deliver continues to exist. Learn how Travelzoo is driving up customer satisfaction and building loyalty, and what you can do to close the customer service delivery gap.

    Lisa Oswald
    Head of Customer Service
    Travelzoo.com  

  • 9:10am-9:30am Thought Leadership Spotlight featuring SAP: "Keys to Growing Customer Relationships that Last"
    read more »

    Get the insights on how to offer the ultimate customer experience. SAP asked 20,000 consumers worldwide what they actually look for when engaging with a brand - and what makes or breaks a customer experience.  Learn the keys to delivering great experiences that builds long-term customer relationships.

    Hansen Lieu
    Senior Director of Solution Marketing, Commerce
    SAP

  • 9:30am-9:50am Networking Break
  • 9:50am-10:10am 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

  • 10:10am-10:55am Panel Discussion: “Data’s Growing Role in Deepening Knowledge About Customer Insights”
    read more »

    *Please note this session is off-the-record

    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

    Moderator:

    Renee Hourigan
    Vice President, Marketing
    Victorinox Swiss Army

    Panelists:

    Tiffany Perkins-Munn
    Global Marketing | Head of Decision Sciences
    BlackRock

    Lauren Pollak
    Head of Customer Insights and Impact
    AIG

    Sarah Simon
    Senior Solutions Consultant
    Confirmit

  • 10:55am-11:15am Thought Leadership Spotlight featuring Moxie and Boscov’s: "Driving Meaningful Engagements with Guided Digital Commerce"
    read more »

    Brian Strauss
    Vice President Worldwide Field Engineering
    Moxie Software, Inc

    Maria Tenreiro
    Director, Customer Care Center and Corporate Customer Relations
    Boscov's Department Stores

  • 11:15am-11:35am Networking Break
  • 11:35am-11:55am Thought Leadership Spotlight featuring InMoment: "Transforming your CX Program in the Boardroom and the Break Room"
    read more »

    Those organizations that are winning in the CX space have been able to make significant transformation in the way that people think and behave in relation to their customers. Reprogramming your corporate DNA around CX requires both senior leaders and employees to take an active role in executing on the brand promise. This presentation outlines what is required for companies to make the shift to customer centricity and ultimately win the CX space. 

    Paul Warner
    Vice President - Customer and Employee Experience Strategy
    Inmoment, Inc

  • 11:55am-12:40pm Panel Discussion: “Leveraging Self-Service to Connect with the Customer”
    read more »

    Session topics include, but are not limited to:

    • How to put customers' needs and expectations for self-service into the context of their goals and tasks
    • How to determine what types of self-service solutions will improve customers’ perceptions of your brand
    • How to use journey maps to break down internal silos and create consistency across channels
    • The role technology plays in self-service and how to measure its impact

    Moderator: 

    Mark McMahill
    Sr. Director, UX Design
    AXA Equitable Life Insurance Company

    Panelists:

    Tamar Cohen
    VP Customer Experience
    Zoetis

    Florian Jacquier
    Director, Consumer Engagement
    Nestle

    Zac O'Neill
    Customer Success Team Lead for North America
    Usabilla

    Lynn Padian
    CVP Retirement Marketing
    New York Life Insurance Company

  • 12:40pm-1:00pm Thought Leadership Spotlight featuring Bold360ai: "Customer Engagement: Where Do You Stack Up?"
    read more »

    Exceptional customer service is no longer a differentiator but a demand. The gap between what customers expect and what brands provide is continuing to widen as many organizations lack an engagement strategy that will satisfy the needs of customers in today's digital world.

    To better understand what an effective digital engagement strategy encompasses, Bold360 worked with Forrester Consulting to define a Customer Engagement Maturity Model. This model serves as a blueprint for organizations to evaluate where they stand today and how they can improve. This session will walk through what businesses can learn by assessing their own customer engagement strategy and examine the common engagement gaps brands must bridge to deliver the level of service their customers expect.

    Ryan Lester
    Director, Customer Engagement Technologies
    Bold360 by LogMeIn

  • 1:00pm-2:00pm Lunch
  • 2:00pm-2:35pm Keynote featuring Goldman Sachs: "Launching Marcus: A B2C Fintech Platform"
    read more »

    This session will explore the history behind Marcus and the thought process behind Goldman Sachs launching a B2C fintech program, leveraging customer centricity to build a winning product, and a brief overview of the results to date. 

    *Please note, this session will be off-the-record.

    Elisabeth Kozack
    Vice President, Product Strategy & Customer Experience, Marcus by Goldman Sachs
    Goldman Sachs

  • 2:35pm-3:10pm Fireside chat featuring Tough Mudder: "What Makes a Great Customer Experience"
    read more »

    Interviewer:

    Michael Biondo
    Senior Vice President Business Operations & Partnerships
    iHeartMedia

    Participant:

    Rabia Qari
    Vice President, Brand & Customer Strategy
    Tough Mudder

     

  • 3:10pm-3:25pm Networking Break
  • 3:25pm-4:00pm Keynote featuring ESPN: “Hearing Our Fans On Their Terms. The ESPN Fan Experience”
    read more »

    Fan Experience is the sum of all interactions between a fan and ESPN, across all platforms, over time.  The fan experience also looks at things entirely from the fan’s point of view; their actions, goals, questions and barriers over time.  Taken from this perspective, there are many interaction points, or moments, where fans may be challenged moving forward in their journey.  Every fan care touch point is a moment where ESPN can strengthen our relationship with the fan and our cable streaming partners.  Innovation comes from the fan experience and that conversation is truly a gift!  Learn how ESPN Fan Support mines live contact conversation data, drives affinity analysis, and engages in social media to perform streaming “tune-in triage” all day, every day; to protect the base, grow the brand and own the fan! 

    Douglas Kramon
    Director of Customer Operations & Fan Support 
    ESPN

  • 4:00pm-4:10pm Closing Remarks featuring Argyle Host
    read more »

    Mark McMahill
    Sr. Director, UX Design
    AXA Equitable Life Insurance Company

  • 4:10pm-5:10pm 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: 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.

Traveling for the event? Stay at one of our recommended hotels nearby:

Please note the below are the preferred hotels of Argyle Executive Forum. Please specify that you are part of the Argyle group when booking sleeping rooms in order to receive a discounted rate of $304 per night at the Grand Central Hotel location and $314 per night at the Manhattan Hotel location, taxes not included. 

Venue

The Fitzpatrick Grand Central


141 E. 44th Street
New York, NY 10017
Telephone: (800) 367-7701
Website

Venue

The Fitzpatrick Manhattan


687 Lexington Avenue
Between 56th & 57th Street
New York, NY 10022
Telephone: (212) 355-0100
Website