Customer Experience (CX)

1 Day Meeting

2016 Customer Experience Leadership Forum

Dec 15, 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 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:

  • 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  • Evaluating technological needs and revamping outdated call center platforms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 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

Jonathan Alloy

Jonathan Alloy

Vice President, Wholesale Banking Product Management

Wells Fargo

Melanie Arens

Melanie Arens

Vice President and Head of Physical Channels Design

Wells Fargo

Todd Barnum

Todd Barnum

Chief Information Security Officer (CISO)

GoPro Inc

Melissa Felder

Melissa Felder

Chief Revenue and Marketing Officer

California Academy of Sciences

Marie Floyd

Marie Floyd

Senior Vice President, Digital Customer Experience

Wells Fargo & Company

Tania Goldszmidt

Tania Goldszmidt

Vice President of Customer Success and Digital Transformation

General Electric

Jenna Hammer

Jenna Hammer

Vice President, User Research Manager

Wells Fargo

Kelly Hendricks

Kelly Hendricks

Area Vice President, Global Customer Service

Verizon

Rohini Jatkar

Rohini Jatkar

Director Integrated Marketing

Essex Property Trust

Stephen Keeney

Stephen Keeney

Vice President Customer Experience, Global Quality

LAM Research Corp.

Abhay Prasad

Abhay Prasad

Senior Director, Cloud Solutions

Aspect

Ben Rose

Ben Rose

Head of Analytics

Pandora

JP Saunders

JP Saunders

Senior Director of Solution Strategy

Oracle

Chris Savio

Chris Savio

Senior Product Manager, Customer Engagement & Support

LogMeIn

Heather Simon

Heather Simon

Head of Service Design

Autodesk

Jonathan Worrall

Jonathan Worrall

Head of eCommerce Operations

VSP Global

Agenda

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8:00am - 9:00am
Breakfast
9:00am - 9:05am
Argyle Executive Forum Opening Remarks
9:05am - 9:45am
Fireside Chat: "Customers Included: Using personas to keep customer needs top-of-mind"

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.

Featuring:
Marie Floyd
Senior Vice President, Digital Customer Experience
Wells Fargo & Company

Jenna Hammer
Vice President, User Research Manager
Wells Fargo

*Please note this session is off the recordl

9:50am - 10:10am
Thought Leadership Spotlight: "The Oracle Roadmap to Modern Customer Service"

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.

JP Saunders
Senior Director, Strategy
Oracle

*Please note this session is off the record

10:10am - 10:30am
Coffee Break
10:30am - 10:50am
Thought Leadership Spotlight: "Delivering Seamless Customer Engagement & Support in a Connected World"

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:

  • Creating seamless experiences across channels and devices through any stage in customer journey channels 
  • Using contextually relevant data to create truly personalized experiences 
  • Empowering agents to deliver fast, efficient, and frictionless service

Chris Savio
Senior Product Manager, Customer Engagement & Support
LogMeIn

10:55am - 11:40am
Panel Discussion: "Achieving a Seamless Experience"
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

Moderator:
Melissa Felder
Chief Revenue and Marketing Officer 
California Academy of Sciences

Panelists:
Melanie Arens
Vice President and Head of Physical Channels Design
Wells Fargo

Kelly Hendricks
Area Vice President, Global Customer Service
Verizon 

Rohini Jatkar
Director Integrated Marketing 
Essex Property Trust

Stephen Keeney
Vice President Customer Experience, Global Quality
LAM Research Corp.

11:40am - 12:00pm
Coffee Break
12:00pm - 12:20pm
Thought Leadership Spotlight: "Consumer Engagement 20/20"

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.

Abhay Prasad
Senior Director, Cloud Solutions
Aspect

12:25pm - 1:00pm
Keynote Presentation: "Don't Let a Data Breach Ruin Your Customers' Day"

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.    

Todd Barnum
Chief Information Security Officer (CISO)
GoPro

1:00pm - 2:00pm
Lunch
2:00pm - 2:45pm
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

Moderator:
Jonathan Alloy
Vice President, Wholesale Banking Product Management 
Wells Fargo 

Panelists:
Tania Goldszmidt
Vice President of Customer Success and Digital Transformation 
General Electric

Ben Rose
Head of Analytics 
Pandora

Heather Simon
Head of Service Design
Autodesk

2:45pm - 3:00pm
Coffee Break
3:00pm - 3:35pm
Fireside Chat: "Hold the Phone! Maximizing Customer Connections through your Call Center"

Jonathan Worrall
Head of eCommerce Operations
VSP Global

Interviewed by:
Jonathan Alloy
Vice President, Wholesale Banking Product Management 
Wells Fargo  

3:35pm - 3:40pm
Argyle Executive Forum Closing Remarks
3:40pm - 4:40pm
Closing Reception

Sponsors

This event will feature insights from top executives, including

  • Thought Leadership Spotlight and Breakout Session Partner

  • Thought Leadership Spotlight Partner

  • Thought Leadership Spotlight Partner

  • Thought Leadership Spotlight Partner

  • Breakout Session Partner

  • Senior Supporter Partner

  • Senior Supporter Partner

  • Senior Supporter 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.