Customer Experience (CX)

1 Day Meeting

2017 Customer Experience Leadership Forum

San Francisco, CA - Mar 23, 2017

Overview

Over the past five years, corporate America has become painfully aware that customers know the difference between a good and a bad user experience – and that these experiences define customer loyalty and ultimately, revenue. To facilitate candid discussions on this reality, Argyle Forum is bringing together leading customer experience executives for our annual CX Forum in San Francisco. 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: 

  • Evaluating emerging capabilities to revamp outdated call centers
  • 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 CX executives can effectively guide their organization towards customer-centricity
  • 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 to better understand the organization


Our keynote presentations, fireside chats, panel sessions, and networking breaks will enable candid discussions with your peers focused on these topics and more. 


We look forward to bringing together another fantastic faculty in 2017, and to hosting you alongside our community of Fortune 500 CX leaders hailing from the Bay Area and beyond!

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Speakers

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

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Jonathan Alloy

Vice President, Wholesale Banking Product Management

Wells Fargo

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Jon Black

Vice President, Voice of the Customer (VoC) Manager - Digital Analytics

JPMorgan Chase & Co.

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Amy Esensten

Head of Customer Care

SunRun

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Kelly Hendricks

AVP, Global Client Services

Verizon

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Brian Lillie

Chief Customer Officer, EVP Technology Services

Equinix

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Norm Nelson

Senior Director, Customer Experience

Vivint

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Dutta Satadip

Director, Customer Success - Americas

Google

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Sarah Simon

Director, VOC Consulting, Americas

Confirmit

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Heather Simon

Head of Service Design

Autodesk

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Francie Stout-Silva

Senior Director, Global Customer Care

Juniper Networks

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Cecilia Sun

Vice President, Digital Customer Experience and Innovation

Blue Shield of California

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Karen Tang

Head of Customer Success, Support, Sales

Prezi

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Richard Weeks

Vice President, Omnichannel Service Pathways

U.S. Bank

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Jaspar Weir

Co-Founder and President

TaskUs

Agenda

This event will feature insights from top executives, including

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8:30am - 9:30am
Breakfast
9:30am - 9:35am
Argyle Opening Remarks
9:35am - 10:10am
Keynote Presentation featuring JPMorgan Chase: "Monitoring the Monitored: Analyzing the Current CX Landscape through Survey"

Join Jon H. Black from JPMorgan Chase to discuss the evolution of surveys as a tool to evaluate and understand your customer’s experience, and how CX executives can modernize this process to deliver more rich, actionable data and insights.

Jon Black
Vice President, Voice of the Customer (VoC) Manager - Digital Analytics 
JPMorgan Chase & Co.

10:10am - 10:35am
Networking Break
10:35am - 11:25am
Panel Discussion: "Delivering Seamless End-to-End CX to Delight the Modern Customer"

Session topics include, but are not limited to:

  • Building the infrastructure to understand customer attitudes and behaviors in real time
  • Structuring the team and the broader organization to understand and react to these insights and trends
  • How to avoid a fragmented customer experienceDeveloping a content delivery strategy across multiple channels
  • Challenges encountered in bridging the gap between online and offline customer interactions
  • Staying ahead of the competition as more and more organizations leverage real time data to delight the customer
  • Anticipating disruption and investing in innovation


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

Panelists:
Dutta Satadip
Director, Customer Success – Americas
Google

Sarah Simon
Director, VOC Consulting, Americas
Confirmit

Cecilia Sun
Vice President, Digital Customer Experience and Innovation 
Blue Shield of California

Richard Weeks 
Vice President, Omnichannel Service Pathways
U.S. Bank

11:25am - 11:45am
Networking Break

 

11:45am - 12:35pm
Panel Discussion: "Enabling and Empowering a Customer-Centric Organization"

Session topics include, but are not limited to:

  • Incentivizing employees to deliver great customer experiences
  • Who is working in the call center today? 
  • How to effectively engage the millennial workforce
  • How to build a positive culture within the call center
  • Arming your call center with appropriate, relevant, empowering content
  • Enabling employees to deliver exceptional customer experiences


Moderator:
Francie Stout-Silva
Senior Director, Global Customer Care
Juniper Networks

Panelists:
Amy Esensten
Head of Customer Care
SunRun

Kelly Hendricks
AVP, Global Client Services 
Verizon

Norm Nelson
Senior Director, Customer Experience
Vivint

Jaspar Weir
Co-Founder and President 
TaskUs

12:35pm - 1:35pm
Lunch
1:35pm - 2:10pm
Fireside Chat featuring Equinix & Verizon

Join Brian Lillie and Kelly Hendricks to discuss the current customer experience transformation underway at Equinix!

Featuring:

Brian Lillie
Chief Customer Officer, EVP Technology Services
Equinix

Interviewed by: 

Kelly Hendricks
AVP, Global Client Services 
Verizon 

2:10pm - 2:25pm
Networking Break
2:25pm - 3:00pm
Keynote Presentation featuring Autodesk: "Improving CX: Content, Experience Design, and Customer Support"

Join Heather Simon as she explores the convergence of content, experience design, and customer support in today’s customer-centric digital landscape. Heather will discuss how Autodesk is bridging these factors together to delight their customers, as well as her predictions on how the CX landscape will continue to evolve.

Heather Simon
Head of Service Design
Autodesk

3:05pm - 3:40pm
Keynote Presentation featuring Prezi: "Customer Driven Product Launch"

Karen will share how Prezi evolved the approach and operations across the company to put customers at the core of our product launch and development process.

Karen Tang
Head of Customer Success, Support, Sales
Prezi

3:40pm - 3:45pm
Argyle Closing Remarks
3:45pm - 4:45pm
Closing Reception

Sponsors

Interested in sponsoring an event ?

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

Sponsorship Information

This event will feature insights from top executives, including

  • Panel Partner

  • Panel Partner

  • Breakout Session Partner

  • Senior Supporter Partner

  • Senior Supporter Partner

  • Senior Supporter Partner

  • Senior Supporter Partner

  • Senior Supporter Partner

  • Senior Supporter Partner

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.