Customer Experience (CX)

1 Day Meeting

2017 Customer Experience Leadership Forum

Chicago, IL - May 09, 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 Chicago. Throughout a full day of content and networking, we will focus on the most pressing issues that customer experience professionals are facing in 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  • Evaluating emerging capabilities to revamp outdated call centers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. Speakers at last year’s Chicago Forum included Sandra Pineau-Boddison, Senior Vice President Customers, United Airlines; Troy Mills, Divisional Vice President Customer Care Operations, Walgreens; Iram Shah, Senior Vice President, Customer Transformation, Schneider Electric; Brian Doherty, Head of Creative Services and UX, Gogo, Dann Allen, Vice President, Customer Experience Management, Bank of the West, 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 Midwest and beyond!

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Who Should Attend

Speakers

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

Mark Bloom

Mark Bloom

Senior Director Strategy and Operations - The Service Cloud

Salesforce

Renee Cacchillo

Renee Cacchillo

Senior Vice President Customer, Brand & Technology

Safelite Group

Mauricio Camargo

Mauricio Camargo

Director of Customer Care

United States Cellular Corporation

Dana Dymek

Dana Dymek

Head of User Experience

Gogo

Dan Gingiss

Dan Gingiss

Author of “Winning at Social Customer Care”, Head of Digital Marketing

Humana

Vince Jackson

Vince Jackson

Vice President Customer Care and Integrity

Angie's List

Jodi Navta

Jodi Navta

Chief Marketing Officer

Coyote Logistics

Kristina O'Brien

Kristina O'Brien

VP, Customer Experience Design and Planning

BMO Harris Bank

Juliane Trapp Pearson

Juliane Trapp Pearson

Head of Customer Experience at Blue Cross and Blue Shield of Illinois, Montana, New Mexico, Oklahoma & Texas

Health Care Service Corporation

Frank Schneider

Frank Schneider

Vice President of Customer Experience Solutions

Creative Virtual

John Matthew Upton

John Matthew Upton

Senior Manager, Analytics & Optimization

Ricoh Americas

Jaspar Weir

Jaspar Weir

Co-Founder and President

TaskUs

Stephanie Zou

Stephanie Zou

Director Product Marketing

Zendesk

Agenda

Download Agenda
8:00am-9:00am
Breakfast
9:00am-9:05am
Argyle Executive Forum Opening Remarks
9:05am-9:40am
Keynote Presentation featuring Dan Gingiss: "How to Identify the Customer Experiences That Will Get Amplified in Social Media"

Dan Gingiss
Author of "Winning at Social Customer Care"
Former Head of Digital Marketing 
Humana

9:45am-10:05am
Thought Leadership Spotlight featuring Salesforce: "Deliver Conversational Service On-Site and Elevate the Customer Experience"

Mark Bloom
Senior Director Strategy and Operations for the Service Cloud
Salesforce 

10:05am-10:30am
Networking Break
10:30am-11:20am
Panel Discussion: "Defining CX with Data and Analytics"

Session topics include, but are not limited to:

  • Delivering consistent and continuous experiences throughout a customer’s lifecycle
  • Smart diagnostics: collecting usable data from chat/call center assistance
  • Becoming completely customer-centric; focusing on customer experience analytics
  • Building a capable team with proper skills and agile structure
  • Driving customer accountability and leveraging self-service 

Moderator:

John Matthew Upton
Senior Manager, Analytics & Optimization
Ricoh Americas 

Panelists:

Dana Dymek
Head of User Experience
Gogo

Juliane Trapp Pearson
Head of Customer Experience at Blue Cross and Blue Shield of Illinois, Montana, New Mexico, Oklahoma & Texas
Health Care Service Corporation

Stephanie Zou
Director Product Marketing
Zendesk

 




11:25am-11:45am
Thought Leadership Spotlight featuring Taskus

Jaspar Weir
Co-Founder and President
TaskUs

11:45am-12:10pm
Networking Break
12:10pm-12:50pm
Keynote Presentation featuring Safelite: "Preparing for the Customer of Tomorrow"

Safelite AutoGlass has become synonymous with service thanks to its People Powered, Customer Driven approach. Using data analytics to listen better to customers, Safelite is forging new territory to implement new technology to make it easier for the customer.
 
Key learnings will include:

  • Where we are in our Customer Driven journey
  • Insights into the road toward omni-channel contact
  • When to move from data insight into action
  • Why your people matter more than data
  • Analyzing and measuring customer effort

Renee Cacchillo
Senior Vice President Customer, Brand & Technology
Safelite Group

12:50pm-1:50pm
Lunch
1:50pm-2:40pm
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 in 2017?

Moderator:

Kristina O'Brien
VP Customer Experience Design and Planning
BMO Harris Bank

Panelists:

Mauricio Camargo
Director of Customer Care
United States Cellular Corporation

Vince Jackson
Vice President Customer Care and Integrity
Angie's List

Frank Schneider
Vice President of Customer Experience Solutions
Creative Virtual

 

2:40pm-3:00pm
Networking Break
3:00pm-3:40pm
Keynote Session featuring Coyote Logistics

Jodi Navta
Chief Marketing Officer
Coyote Logistics

*Please Note: This session is off the record 

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

Sponsors

This event will feature insights from top executives, including

  • Thought Leadership Spotlight & App Partner

  • Thought Leadership Spotlight Partner

  • Panel Partner

  • Panel Partner

  • Senior Supporter Partner

  • Senior Supporter Partner

  • Senior Supporter Partner

  • Senior Supporter Partner

  • Senior Supporter Partner

  • 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.