Customer Experience (CX)

1 Day Meeting

2017 Customer Experience Leadership Forum

Boston, MA - Nov 02, 2017

Overview

Argyle Forum is bringing together leading customer experience executives for our annual CX Fall Forum in Boston. Throughout a full day of content and networking, we will focus on the most pressing issues that customer experience professionals are facing moving into 2017, with an agenda geared specifically towards Chief Customer, Customer Experience, and User Experience Officers, as well as VPs and Directors of customer experience, customer care, support and service in a leadership role. Key topics we’ll explore include: 

  • Leveraging self-service to address the needs of the increasingly demanding customer
  • Driving personalized interactions and brand loyalty through mobile and social platforms
  • Exploring how to effectively guide the organization towards customer-centricity 
  • Creating seamless experiences across the entire customer journey
  • Utilizing automated analytics, cross-channel support, contact rate, and performance support data 
  • Evaluating emerging capabilities to revamp outdated call centers


Our keynote presentations, fireside chats, panel sessions, and networking breaks will provide you with actionable takeaways to bring back to the office, as well as the opportunity to both strengthen and expand your network of peers. 

We look forward to hosting you alongside our community of Fortune 500 CX leaders hailing from the heart of New England and beyond!

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Who Should Attend

Speakers

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

Marc Blanchard

Marc Blanchard

Global Head of Experience Design

Havas Worldwide

Matt Blonder

Matt Blonder

Head of Global Digital Brand Commerce

Reebok

Rich Dorfman

Rich Dorfman

Vice President, Customer Experience

Eastern Bank

Kristopher Friday

Kristopher Friday

Principal Solutions Consultant

Zendesk

Ben Hoffman

Ben Hoffman

Former AVP, User and Customer Experience

Hanover Insurance Group

Radha Kuchibhotla

Radha Kuchibhotla

VP, IT Support Operations

StateStreet

Ryan Lester

Ryan Lester

Director, Customer Engagement Technologies

Bold360 by LogMeIn

Seth Magaw

Seth Magaw

Director of eDiscovery Client Services

Ricoh

Gillian Plummer

Gillian Plummer

Vice President, Marketing & Customer Experience

The Edge Fitness Clubs

Raj Sadasivan

Raj Sadasivan

Chief Customer Experience Architect

Schneider Electric

Bill Schimikowski

Bill Schimikowski

Vice President Customer Experience

Fidelity Investments

Bonnie Smith

Bonnie Smith

Head of Executive Customer Marketing Programs

Akamai

Agenda

Download Agenda
8:30am - 9:30am
Breakfast
9:30am - 9:35am
Argyle Opening Remarks
9:35am-10:10am
Keynote featuring Akamai

Bonnie Smith
Head of Executive Customer Marketing Programs
Akamai

10:15am - 10:35am
Thought Leadership Spotlight: "Make Every Customer Interaction Count"

There is a revolution underway in customer engagement. Customers are driving this change by demanding immediate outcomes, interacting across multiple evolving channels, and having complex and asynchronous conversations. Companies can either look at this as a challenge or a new way to create delightful customer experiences. We will share how companies are leveraging both agent interactions and AI solutions to deliver better outcomes in every customer interaction.

Ryan Lester
Director, Customer Engagement Technologies
Bold360 by LogMeIn

10:35am-11:00am
Networking Break
11:00am - 11:50am
Panel Discussion: "Achieving a Seamless Customer 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:
Seth Magaw, Director of eDiscovery Client Services
Ricoh
 
Panelists:
Matt Blonder
Head of Global Digital Brand Commerce
Reebok
 
Rich Dorfman
Vice President, Customer Experience
Eastern Bank

Bill Schimikowski,
Vice President Customer Experience,
Fidelity Investments

11:55am-12:15pm
Thought Leadership Spotlight: "Making Your Customer Experiences Meaningful and Memorable"

Meaningful and Memorable.  These are the two types of customer experiences you should strive for in all engagements.  How are these achieved today and more importantly what do you need for tomorrow's engagements?  Join Kris as he gives out his recipe for success on creating meaningful and memorable journeys with organic channeling.

Kristopher Friday
Principal Solutions Consultant
Zendesk

12:15pm-1:15pm
Lunch
1:15pm - 2:05pm
Panel Discussion: "AI and the Next Generation of Customer Experience"

Session topics include but are not limited to:

  • Can you please discuss the importance of customer experience and what that means for your brand?
  • Where/how are you meeting your customer i.e Social/Mobile etc.?
  • How are you staying ahead of current trends? 
    • How are you leveraging automation technologies to empower your customers? 
  • How AI is Transforming Enterprise Customer Service and CX.
  • How do you balance quick- self-service options that customers want while not breaking the personalization that they have come to know and expect?
  • How are you empowering and enabling agents to support more complex interactions and retain customers? 
  • Are there training techniques or technologies you are using to help your agents get a more complete view of customer interactions?

Moderator:
Ben Hoffman
Former AVP, User and Customer Experience
Hanover Insurance Group
 
Panelists:
Radha Kuchibhotla
VP, IT Support Operations
StateStreet

Gillian Plummer
Vice President Marketing and Customer Experience
The Edge Fitness Clubs

Raj Sadasivan
Chief Customer Experience Architect
Schneider Electric

2:05pm-2:25pm
Networking Break
2:25pm-3:10pm
Keynote Presentation: "Igniting a Virtuous Cycle of Personalized Marketing with AI"

AI gives brands the power to create hyper-personalized content, generate insights to optimize the end-to-end customer experience, and uncover opportunities for product innovation. That means companies can deliver more value faster to more people, starting a virtuous cycle of value exchange that can radically boost brand value. This talk will explore the new kinds of tools, talent, and working methods needed to start on this journey of marketing transformation.

Marc Blanchard
Global Head of Experience Design
Havas Worldwide

3:10pm-3:15pm
Argyle Closing Remarks
3:15pm - 4:15pm
Closing Reception

Sponsors

This event will feature insights from top executives, including

  • Thought Leadership Spotlight & App Partner

  • Thought Leadership Spotlight 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.