CIO WEBINAR: Staying Relevant in a Fast-Changing Infrastructure
1 Day Meeting
Dec 15, 2016
Join Argyle Executive Forum as we bring together leading senior customer experience, care, support & service executives for our annual Customer Experience Forum in San Francisco. 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:
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.
If you'd like to recommend a speaker, please email firstname.lastname@example.org
Wells Fargo uses personas, a customer model based on deep primary research, to keep consumers' needs, attitudes, and behaviors at the forefront while designing products and services. We will discuss how we've encouraged persona adoption and use at various levels of the organization, how they support customer-centric decision making, and lessons learned along the way.
Senior Vice President, Digital Customer Experience
Wells Fargo & Company
Vice President, User Research Manager
*Please note this session is off the recordl
Exceptional Customer Service has always been important, but it’s never been more difficult to achieve. In the last few years there has been a tremendous shift in the perception of the role of customer service departments from a necessary operational cost center, into something much more strategically important, the face of the organization. Now organizations are turning to business leaders like you to fully optimize their strategies across the complete journey of digitally empowered customer. The mandate is clear: fully engage with your increasingly mobile, connected customers, using more relevant, personalized experiences to ultimately create more loyal, profitable relationships. But the question remains… HOW? This session will introduce you to a maturity model which provides the incremental steps for how to evolve your Customer Service into a Modern Strategic Customer Experience partner for your business.
Senior Director, Strategy
*Please note this session is off the record
Exceptional Customer Experience has always been important, but it’s never been more difficult to achieve. A great customer experience creates differentiation, drives repeat purchases and revenue growth. In today’s digital economy, every moment is an opportunity to engage and create a truly memorable experience. Yet businesses struggle to create consistent experiences due to the proliferation of channels and devices, multiple systems and data sources spread across functional groups. Technology is the key to breaking down the traditional silos and uniting data across disparate systems to ultimately deliver on today's expectations.
Discussion topics will include, but are not limited to:
Senior Product Manager, Customer Engagement & Support
Chief Revenue and Marketing Officer
California Academy of Sciences
Vice President and Head of Physical Channels Design
Area Vice President, Global Customer Service
Director Integrated Marketing
Essex Property Trust
Vice President Customer Experience, Global Quality
LAM Research Corp.
Today’s consumers have greater expectations of the organizations they do business with. They are mobile, self-reliant and value easy access to information and services. They expect to interact on their channels of choice including text, mobile apps and social — with self-service options quickly becoming their preferred mode of interaction. And when they move between channels, or need help from an agent, they want to pick up the conversation right where they left off.
As consumer expectations continue to evolve, how can contact center leaders meet and exceed these expectations to create meaningful relationships and drive real loyalty? In this session “Consumer Engagement 20/20”, we will discuss how you can enhance the customer experience and lower costs by empowering consumers with increased self-service options and elevating the role of your agents to subject matter experts when your customers need them.
Senior Director, Cloud Solutions
Data breaches have become commonplace: not a week passes by that another major company has made headline news for compromised data. The bad news is that data breaches are inevitable. But the good news is that you can take actions as a Customer Experience Executive to reduce the likelihood of a breach. This session will cover a few simple steps you can follow to avoid being “easy pickings” for malicious hackers.
Chief Information Security Officer (CISO)
Vice President, Wholesale Banking Product Management
Vice President of Customer Success and Digital Transformation
Head of Analytics
Head of Service Design
Head of eCommerce Operations
Vice President, Wholesale Banking Product Management
This event will feature insights from top executives, including
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