Customer Experience (CX)

1 Day Meeting

2016 Customer Experience Leadership Forum:
Fall Event

Nov 02, 2016

Overview

Join your executive peers from other Fortune 1000 companies from the NY metro area and beyond for our FINAL Customer Experience Summit of the year in New York City.  We will focus on the most pressing issues that CX leaders are facing, with an agenda geared specifically towards CMOs, Vice Presidents and Directors focused on Customer Experience & Care, Operations and Client Services.  Highlights include:

  • Keynote address:  Brent Cogswell, VP Customer Care Center, Schneider Electric
  • Panel Discussion: Delivering Seamless Customer Engagement & Support in a Hyper Connected World
  • Panel Discussion: The Modern Day Customer Care and Customer Experience Executive

 

Throughout networking breaks, you will also have the chance to expand your network and talk to CX executives from other leading companies.  Your colleagues from the following companies have already registered:  ADP, AIG, JetBlue, Verizon, and more!

 

Our keynote addresses, fireside chats, and panel sessions will give you the perspective and actionable takeaways that only a room of the best customer experience minds can provide.

Join Us at this Event

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Who Should Attend

Speakers

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

Steven Gargano

Steven Gargano

Head of Operations and Customer Service

Artivest

Charles Arrindell

Charles Arrindell

Director, Implementation

ADP

Michael Biondo

Michael Biondo

VP Customer Operations & Business Intelligence

iHeartMedia

Michael Borts

Michael Borts

Senior Vice President, Client Services

Warner Music Group

Brent Cogswell

Brent Cogswell

Vice President - Customer Care Center

Schneider Electric

Zurica D’ Souza

Zurica D’ Souza

Director of Digital Care

Schneider Electric North America

Douglas De Angelo

Douglas De Angelo

Senior Vice President, Customer Service

Jet.com

Anna Elwood

Anna Elwood

Vice President of Operations

Zocdoc

David Howgego

David Howgego

Senior Manager, Insights

Medallia

Jennifer MacIntosh

Jennifer MacIntosh

Vice President, Customer Success

Coveo

Brian McGuire

Brian McGuire

Vice President, Operations

Starwood Hotels & Resorts Worldwide

Anaal Patel

Anaal Patel

Head of Product Marketing

Sparkcentral

Bruce Pollock

Bruce Pollock

Vice President of Strategic Growth and Planning

West Interactive

Thom San Filippo

Thom San Filippo

Vice President Customer Service

Dow Jones

JP Saunders

JP Saunders

Senior Director, Strategy

Oracle

Eve Snyder

Eve Snyder

Lead Director/Vice President Customer Centered Transformation

AXA Equitable Life Insurance Company

Michael Stromer

Michael Stromer

Vice President Digital/ Tech Products

JetBlue Airways

Akhil Talwar

Akhil Talwar

Senior Product Manager

LogMeIn

Aparna Vasisht

Aparna Vasisht

Head of Client Experience & Segmentation

TD Ameritrade Holdings Corp

Jeffrey Weinstein

Jeffrey Weinstein

President & CEO

RightAnswers

Agenda

Download Agenda
8:00am - 9:00am
Breakfast
9:00am - 9:10am
Argyle Executive Forum Opening Remarks Featuring Argyle Host

Steve Gargano
Head of Operations and Customer Service
Artivest 

9:10am - 9:45am
Keynote Session: "Digitizing Customer Care @ Schneider Electric, Transforming How our Customers are Supported in the Future"

Brent Cogswell, Vice President, Customer Care Center at Schneider Electric has made building a world class Customer Care organization his journey which focuses first on delivering a phenomenal Customer experience while simultaneously optimizing support costs, driving efficiencies and delivering value. During his 19 years with Schneider Electric he has gained an excellent combination of experience, knowledge, proven results, vision and passion along this path. As the global process owner for customer care Brent has played a crucial leadership role in defining Schneider’s overall Customer Care vision.

Brent Cogswell
Vice President Customer Care Center
Schneider Electric North America

And

Zurica D’ Souza
Director of Digital Care
Schneider Electric North America

9:45am - 10:05am
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

10:05am - 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:
Steve Gargano
Head of Operations and Customer Service
Artivest

Panelists:
Charles Arrindell
Director, Implementation
ADP

Jennifer MacIntosh
Vice President Customer Success
Coveo

Thomas San Filippo
Vice President Customer Service
Dow Jones

Mike Stromer
Vice President Digital/ Tech Products
JetBlue Airways

11:15am - 11:35am
Thought Leadership Spotlight: "CX: A Bigger Picture"

David Howgego
Senior Manager, Insights
Medallia

11:35am - 11:55pm
Coffee Break
11:55am - 12:45pm
Panel Discussion: "The Modern Day Customer Care and Customer Experience Executive"

Session topics include, but are not limited to: 

  • What are the top challenges that the evolution of the customer has presented to you and your team? 
    • What new trends are you seeing? Are millennials changing the way your organization addresses your customers? 
  • How do you create a truly customer-centric company?  Discuss the importance of customer experience and what that means for the brand. 
    • What is important to your brand when it comes to the customer experience?
  • How do resource constraints impact investment in your initiatives? 
  • How are you collaborating with other departments across the c-suite? 
  • How do you see your role changing as we begin to move into the new year?

Moderator:
Douglas De Angelo
Senior Vice President Customer Service,
Jet.com

Panelists:
Bruce Pollock
Vice President of Strategic Growth and Planning
West Interactive

Eve Snyder
Lead Director/Vice President Customer Centered Transformation,
AXA Equitable Life Insurance Company

Aparna Vasisht
Head of Client Experience & Segmentation
TD Ameritrade Holdings Corp

Jeffrey Weinstein,
President & CEO
RightAnswers

 

12:45pm - 1:45pm
Lunch
1:45pm - 2:05pm
Thought Leadership Spotlight: "Driving Value From Strong and Consistent Customer Support"

Akhil Talwar
Senior Product Manager 
LogMeIn


2:05pm - 2:50pm
Panel Discussion: "Delivering Seamless Customer Engagement & Support in a Hyper Connected World"

Session topics include, but are not limited to: 

  • How is your team working to create seamless experiences across channels and devices through any stage in customer journey channels? 
    • In what ways are you reducing the customer effort when engaging with your company? 
  • Where/how are you meeting your customer i.e. social/mobile, etc.? 
    • How are you tapping into all of these channels that customer utilize and communicating tailored content to drive customer loyalty? 
  • In what ways are you empowering front line agents to deliver fast, efficient, and frictionless service to improve the customer experience? 
    • Using contextually relevant data to create truly personalized experience
  • How can you measure and track customer satisfaction? 

Moderator:
Brent Cogswell,
Vice President Customer Care
Schneider Electric North America

Panelists:
Michael Biondo
Vice President Customer Operations
iHeartMedia

Brian McGuire
Vice President, Operations
Starwood Hotels & Resorts World Wide

Anaal Patel
Head of Product Marketing,
Sparkcentral

 

2:50pm - 3:05pm
Coffee Break
3:05pm - 3:40pm
Keynote Session

Michael Borts
SVP, Client Services
Warner Music Group 

And

Anna Elwood
Vice President of Operations
Zocdoc

3:40pm - 3:50pm
Argyle Executive Forum Closing Remarks Featuring Argyle Host

Steve Gargano
Head of Operations and Customer Service
Artivest 

3:50pm - 4:50pm
Closing Reception

Sponsors

This event will feature insights from top executives, including

  • Thought Leadership Spotlight and Breakout Session Partner

  • Thought Leadership Spotlight Partner

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  • Panel Partner

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  • Breakout Session Partner

  • Senior Supporter Partner

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  • Networking Partner

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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.