Customer Experience (CX)

1 Day Meeting

2016 Customer Experience Leadership Forum

Oct 20, 2016

Overview

Join Argyle Executive Forum as we bring together leading senior customer experience, care, support & service executives for our annual Customer Experience Forum in Denver, CO. Speakers will hone in on a myriad of valuable, actionable takeaways as we dive into the most pressing challenges that CX executives are grappling with, the latest takeaways from innovative customer-centric strategies, as well as new angles to communicate the needs of the customer across the C-suite. The day will consist of alternating content sessions and valuable networking time with your peers in the region, including Chief Customer and Experience Officers, as well as VPs, heads and directors of customer experience, customer care, support & service. Additional key topics we’ll explore include:

  • Cost effective strategies to address the needs of the increasingly demanding customer
  • 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
  • Empowering agents to deliver fast, efficient, and frictionless service
  • Incorporating tactics to draw in/retain millennial customers
  • Evaluating technological needs and revamping outdated call center platforms

 

The modern customer’s expectations will continue to evolve as more and help tools are available at their fingertips, granting them instant gratification or helping them solve a problem at faster rates. The need to address these climbing expectations is all the more difficult in today’s competitive, budget-tight marketplace. This Forum will help you gain actionable insights on the biggest challenges facing the customer experience sector today, while also illuminating valuable opportunities to take advantage of. Our VP and C level speaking faculty is carefully assembled from the nation’s leading brands and disruptors, and they will share their candid insights on both their successes and their top challenges. 

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Who Should Attend

Speakers

If you'd like to recommend a speaker, please email speakerinquiry@argyleforum.com

Thomas Barker

Thomas Barker

Director Customer Assurance and Managed Services

CenturyLink

Marc Bernica

Marc Bernica

Senior Vice President, Care Advantage and Product Support Services

Bright Horizons Family Solutions

Kristen Blessman

Kristen Blessman

Chief Marketing Officer

Goodwill Industries of Denver

Terry Cain

Terry Cain

Former Vice President Global Customer Engagement

Avnet

Travis Carlson

Travis Carlson

Director of Marketing

Goodwill Industries

Scott Dishong

Scott Dishong

Senior Director, Corporate Partners

American Cancer Society

Roy Dockery

Roy Dockery

Vice President Field Operations

Swisslog Healthcare

Lara Frankovitch

Lara Frankovitch

Head of Customer Intelligence and Analytics

Staples

David Lambert

David Lambert

Senior Manager CX Strategy

Medallia

Trisha Loy

Trisha Loy

Chief Marketing and Business Development Officer

TantaComm

Jennifer MacIntosh

Jennifer MacIntosh

Vice President Customer Success

Coveo

Casey McNally

Casey McNally

Customer Experience Officer

HomeAdvisor

Jennifer Ramirez

Jennifer Ramirez

Vice President, Global Product Enhancements - Money Transfer

Western Union

JP Saunders

JP Saunders

Senior Director, Strategy

Oracle

Agenda

Download Agenda
8:00am-9:00am
Breakfast
9:00am-9:05am
Argyle Executive Forum Opening Remarks
9:05am-9:40am
Keynote Presentation: "Unifying Customers with the Business"

Western Union is a global company with over a billion touch points.  Find out how the company is developing and focusing our CX strategy.  Discover how to blend customer experience strategy, journey mapping and data science to optimize the customer experience and drive business results.

  • Ingredients for a CX Strategy
  • CX Metrics
  • CX & Data Science
  • Transforming the service recovery process via data driven insights

Jennifer Ramirez
Vice President, Global Product Enhancements, Money Transfer
Western Union

9:45am-10:05am
Thought Leadership Spotlight

JP Saunders
Senior Director, Strategy 
Oracle

10:05am-10:30am
Coffee Break
10:30am-11:15am
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? 

Moderator:
Lara Frankovitch
Head of Customer Intelligence and Analytics 
Staples 

Panelists:
Marc Bernica
Senior Vice President, Care Advantage and Support Services
Bright Horizons Family Solutions 

Jennifer MacIntosh
Vice President Customer Success
Coveo

Casey McNally
Customer Experience Officer
HomeAdvisor

11:15am-11:40am
Coffee Break
11:40am-12:00pm
Thought Leadership Spotlight

David Lambert
Senior Manager CX Strategy 
Medallia

12:00pm-1:00pm
Lunch
1:00pm-1:45pm
"Adding Heart and Structure to Customer Experience to Drive Results"

Session topics include, but are not limited to:

  • Building a focus on driving change, employee engagement and internal collaboration consistently
  • Best practices in creating a human-centric approach and enabling an organization to focus on consumers as individuals
  • Creating new internal processes, structure and ways of working – to deliver great, engaging experiences
  • Exploring ways to improve the employee

Thomas Barker
Director Customer Assurance and Managed Services
Century Link 

And 

Scott Dishong
Senior Director, Corporate Partners
American Cancer Society 

And

Roy Dockery
Vice President Field Operations
Swisslog Healthcare

1:45pm-2:00pm
Coffee Break
2:00pm-2:35pm
Keynote Session: "Creating a Culture of Service Excellence"

Join Terry Cain as he dives into factors to consider in order to develop and sustain a culture centered on providing cutting-edge services and engaging the customer. He will start by defining business culture and look at key questions including:

  • What is culture and how do you get one?
  • How is culture maintained?
  • What happens - and how do you manage - large scale cultural change?

You’ll hear how customers experience culture and learn about “Customer Centric Culture.” You’ll be exposed to ideas around how to focus culture and determine which culture(s) will work best for your organization: product-centric; supplier-centric; employee-centric; and/or customer-centric. You’ll leave understanding how to build a culture that grows via vision, attitude, and accountability. Terry will also talk about how M&As impact culture. The takeaways will be a set of key questions and a visual that you can take back to your organization to assess your own culture.

Terry Cain
Former Vice President Global Customer Engagement
Avnet

2:40pm-3:20pm
Keynote Session Featuring Goodwill Industries of Denver

Kristen Blessman
Chief Marketing Officer
Goodwill Industries of Denver

and

Travis Carlson
Director of Marketing 
Goodwill Industries of Denver

3:20pm-3:25pm
Argyle Executive Forum Closing Remarks
3:25pm-4:25pm
Cocktail Reception

Sponsors

This event will feature insights from top executives, including

  • Thought Leadership Spotlight Partner

  • Thought Leadership Spotlight Partner

  • Panel Partner

  • Session Introduction Partner

  • Breakout Session Partner

  • Senior Supporter Partner

Interested in sponsoring an event?

Speak to one of our dedicated sponsorship teams sponsorship@argyleforum.com

Sponsorship Information

Advisory Board

We are proud to share with you the following Argyle Industry Influencers. Their contributions to Argyle help keep the programs we offer our membership current and relevant, so we can continue delivering you premiere experiences, content development, and membership engagement.