Customer Experience (CX)

1 Day Meeting

2017 Customer Experience Leadership Forum

San Francisco, CA Dec 14, 2017

Overview

Argyle Forum is bringing together leading customer experience executives for our biannual CX Fall 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:

  • 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  • Evaluating emerging capabilities to revamp outdated call centers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 enable candid discussions with your peers focused on these topics and more. We look forward 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, Innovation

Wells Fargo

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Nitin Badjatia

Senior Director, Product Strategy

ServiceNow

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Katherine Chan

Customer Experience Global Service Manager

airbnb

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Mehran Entezari

Senior Management, IT

Credit Karma

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Stephen Fioretti

Vice President, Product Management

Oracle

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Kelly Hendricks

Area Vice President, Global Customer Services

Verizon

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Brian LaRoche

Marketing Director

CallMiner

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Juliette Martinez

Director of Customer Strategies at American Heart Association

American Heart Association

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Shelby Morita-Fowler

Vice President Research Manager

Wells Fargo

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Janice Rapp

Director of Product Marketing

NICE inContact

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Marie Ruzzo

Director of Product Marketing, Bold360

LogMeIn

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Lynn Skoczelas

Chief Experience Officer

Sharp HealthCare

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Lisa Sullivan-Cross

Chief Marketing Officer

Art.com

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Lois Townsend

Director, Social Media and Community

Autodesk

Agenda

This event will feature insights from top executives, including

Download Agenda
8:00am - 9:00am
Breakfast

Kick off the day with a healthy breakfast and networking. Connect with your peers in the CX community from a variety of industries before the morning’s 

9:00am-9:05am
Argyle Host Opening Remarks

Jonathan Alloy
Vice President, Innovation 
Wells Fargo Innovation Group

9:10am - 9:45am
Keynote Session featuring Sharp Health Care

Lynn Skoczelas
Chief Experience Officer
Sharp HealthCare

9:45am-10:05am
Thought Leadership Spotlight featuring Oracle

Stephen Fioretti
Vice President, Product Management
Oracle

10:05am-10:30am
Networking Break

 

10:30am-11:20am
Panel Discussion:"Data's Growing Role in Deepening Knowledge About Customer Insights"

Session topics include, but are not limited to:

  • How are you translating data into actionable consumer insights and better decision making?
  • Can you share some tactics for discovering, segmenting, targeting and engaging consumers?
  • What are some best practices for prioritizing and governing investments in data analytics and insight generation?
  • How are you staying ahead of the competition and trends as they’re emerging with real time data?
  • How are you measuring results and demonstrating ROI in the new digital context to your department and the executive team?

Moderator:

Mehran Entezari
Senior Management, IT
Credit Karma

Panelists:

Nitin Badjatia
Head of Product Strategy, Customer Service Management
ServiceNow

Lisa Sullivan-Cross
Chief Marketing Officer
Art.com

 

11:25am-11:45am
Thought Leadership Spotlight featuring Bold360: "Navigating the New Era of Customer Engagement, Why CRM is not Enough"

With an affinity for smartphones and messaging apps, consumers have changed the way they engage with businesses. Today’s customers are more demanding, highly informed, and communicate with brands on a variety of platforms. As this behavior drives to an increasingly digital experience, businesses are struggling to keep pace.

Businesses have looked to their CRM platforms to get closer their customers, but customer engagement cannot be achieved through CRM alone. This new era of customer engagement requires a more robust solution that supercharges the static data from CRMs to help businesses build more profitable, lifelong relationships with their customers.

Join Argyle Executive Forum, in partnership with Bold360, as we dive into how CRM platforms alone aren’t enough to keep pace with today’s connected customer. We will explore how to:

 

  • Create personalized experiences to engage customers on a new level
  • Leverage AI to deliver exceptional customer service
  • Empower agents to support more complex interactions and retain customers

 

Marie Ruzzo
Director of Product Marketing
Bold360

11:45am-12:05pm
Networking Break
12:05pm-12:50pm
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:

Katherine Chan
Customer Experience Global Service Manager
airbnb

Panelists:

Kelly Hendricks
Area Vice President, Global Customer Services
Verizon

Brian LaRoche
Marketing Director
CallMiner

Lois Townsend
Director, Social Media and Community 
Autodesk

12:50pm-1:10pm
Thought Leadership Spotlight: "Your Customer Service isn't as Effective as You Think it is"

Today’s contact centers support an average of nine channels and consumers have come to expect the ability to communicate with companies anytime, anywhere and with any device.

However, groundbreaking research by NICE inContact reveals a significant disconnect between business and consumer perceptions when it comes to quality customer service across channels. Join us for this informative session as we explore:


• Agent-assisted and self-service channels: Business perception vs. Consumer Reality
• Three key areas where businesses and consumers agree
• Drivers of success and your customers’ #1 priority, regardless of channel
• Your customers’ preferences and how to deploy technologies and strategies to meet their needs

This is the first and only research study that compares how businesses say they are doing versus how consumers rate their actual experiences. It builds on first-wave research conducted directly with consumers in early 2017.

Janice Rapp
Director of Product Marketing
NICE inContact

1:10pm-2:10pm
Lunch
2:10pm-2:45pm
Keynote Presentation: "Improving Customer Experiences: Moving Relationships from Transactional to Transformational"

Juliette Martinez
Director of Customer Strategies

2:45pm - 3:05pm
Networking Break
3:05pm-3:40pm
Keynote Presentation featuring Wells Fargo

Shelby Morita-Fowler
Vice President Research Manager
Wells Fargo

3:40pm-3:45pm
Argyle Host Closing Remarks

Jonathan Alloy
Vice President, Innovation
Wells Fargo Innovation Group

3:45pm-4:45pm
Closing Reception

Sponsors

Interested in sponsoring an event ?

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

Sponsorship Information

This event will feature insights from top executives, including

  • Thought Leadership Spotlight & App Partner

  • Thought Leadership Spotlight Partner

  • Thought Leadership Spotlight Partner

  • Panel & App Partner

  • Panel Partner

  • Senior Supporter Partner

  • Senior Supporter Partner

  • Senior Supporter Partner

  • Senior Supporter Partner

  • Networking 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.

Hotels

Traveling for the event? Stay at one of our recommended hotels nearby


The following hotels are recommended by Argyle Executive Forum. Please note that we do not have a corporate rate. For details on where the event will take place, please contact your Argyle relationship manager.

San Francisco Marriott Union Square logo

San Francisco Marriott Union Square

480 Sutter Street
San Francisco, CA 94108

Telephone: (866) 912-0973