Customer Experience (CX)

1 Day Meeting

2018 Customer Experience Leadership Forum

Atlanta, GA Mar 07, 2018

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 Atlanta. Throughout a full day of content and networking, we will focus on the most pressing issues that customer experience professionals are facing in 2018, 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 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 2018, and to hosting you alongside our community of Fortune 500 CX leaders hailing from the Southeast and beyond!

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Speakers

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

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Marcos Arias

Director - Premium Care Call Centers

AT&T

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Nitin Badjatia

Sr. Director Product Strategy, CSM

ServiceNow

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Stacy Bolger

Head of CX Consulting

MaritzCX

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Frank Borovsky

Vice President, Customer Experience and IT

Club Car

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Kevin Bosak

Director, Contact Center Experience

Home Depot

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Sandra Broughton

Managing Director, Customer Experience

Southern Company

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Tracey Brown

VP, Client Account Management

ADP

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Rachelle Dever

Guest Experience Director, Holiday Inn

InterContinental Hotels Group

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Keith Farley

Director, Innovation and Customer Experience

Aflac

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Thomas Hacker

Director- Online Contact Center

Home Depot

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Zack Hamilton

Director, Customer Centric Initiatives & Experience

Aaron's

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Michael Iovino

Director of Customer Experience - Home Services

Home Depot

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Ryan Lester

Director, Customer Engagement Technologies

Bold360 by LogMeIn

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Chip Liebenow

Director - Customer Care

Home Depot

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Erin McMillan

AVP - Customer Operations

Cox Automotive

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Nithya Narasimhan

Vice President, Client Experience and Innovation

ADP

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Roman Trebon

Senior Director, Client Experience

TSYS

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Gary Alan Turner

Director, Customer Experience - Connected Living

Assurant

Agenda

This event will feature insights from top executives, including

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8:00am-9:00am
Breakfast
9:00am-9:05am
Argyle Opening Remarks
9:10am-9:45am
Opening Keynote featuring InterContinental Hotels Group: "Creating a Guest Recovery Solution that Works"

We all know that one in 27 guests complain and the other 26 will merely walk away, never to return again.  We also know that the potential impact of recovering a guest well, can lead to revenue generating growth for your business.  So how can a business today work to build an effective guest recovery program that works?  Across all channels?  It’s easier said than done, but if you truly take the time to listen to what your guests are telling you – the answer lies in the details.  Throughout the course of this session, Rachelle will share a case study on how to deliver an effective guest recovery solution.  From analyzing the needs state of the guest, to creating a comprehensive recovery solution that works, Rachelle will discuss the steps to take on how to create a recovery program that works. 

Rachelle Dever
Guest Experience Director, Holiday Inn
InterContinental Hotels Group

9:45am-10:05am
Thought Leadership Spotlight featuring ServiceNow: "Lead with Customer Service for Your Digital Business Transformation"

Staying ahead of the competition and continuously improving your customer satisfaction isn’t easy.  Meeting the demands of new business models and creating an ongoing digital relationship with customers that delivers outcomes require your business to be fast and agile.  As an innovative leader driving digital transformation, you must stay ahead of the curve and deliver a seamless, closed loop service experience for your customers.

Nitin Badjatia
Sr. Director Product Strategy, CSM 
ServiceNow

10:05am-10:30am
Networking Break
10:30am-11:20am
Panel Discussion: "Adding Heart and Structure to Customer Experience to Drive Results"

Session topics include, but are not limited to:

  • Building a focus on driving change, employee engagement and internal collaboration consistently
  • Best practices in creating a human-centric approach and enabling an organization to focus on consumers as individuals
  • Creating new internal processes, structure and ways of working – to deliver great, engaging experiences
  • Exploring ways to improve the employee

Moderator:

Tracey Brown
VP, Client Account Management
ADP

Panelists:

Marcos Arias
Director - Premium Care Call Centers
AT&T

Sandra Broughton
Managing Director, Customer Experience
Southern Company Gas

Keith Farley
Director, Innovation and Customer Experience
Aflac

11:25am-11:45am
Thought Leadership Spotlight featuring MaritzCX: "The ROI of Feelings: Understanding the Emotional Connection to Your Brand"

In this session, Stacy Bolger discusses the tie between your customers’ emotions about your brand and your business’s strategic outcomes. Logically, most agree that understanding your customers’ experiences with your brand is critically important; however, few organizations give appropriate weight to the emotional side of these experiences. Linking customer emotions, overall satisfaction, loyalty, and financial ROI can be a challenging endeavor. Stacy uses stories and research to demonstrate this very real linkage, and provides insight into how to use it in business decisions for driving improved business results.

Attend this session and learn:

 

  • Why “feelings” matter so much
  • How to identify and measure your customers’ feeling about your brand
  • What operational and tactical practices impact customer emotions
  • When and where to take action for improvement

 

There indeed is truth in the line: feelings …. nothing more than feelings can impact your business’ bottom line.

Stacy Bolger
Head of CX Consulting
MaritzCX

11:45am-12:05pm
Networking Break
12:05pm-12:50pm
Panel Discussion: "Data's Growing Role in Deepening Knowledge About Customer Insights"

Session topics include, but are not limited to:

  • Translating data into actionable consumer insights and better decision making
  • Tactics for discovering, segmenting, targeting and engaging consumers
  • Best practices for prioritizing and governing investments in data analytics and insight generation
  • Staying ahead of the competition and trends as they’re emerging with real time data
  • Measuring results and demonstrating ROI in the new digital context

Moderator:

Zack Hamilton
Director, Customer Centric Initiatives & Experience
Aaron's

Panelists:

Michael Iovino
Director of Customer Experience - Home Services
Home Depot

Erin McMillan
AVP - Customer Operations
Cox Automotive

Roman Trebon
Senior Director, Client Experience
TSYS

Gary Alan Turner
Director, Customer Experience - Connected Living
Assurant Solutions

12:50pm-1:50pm
Lunch
1:50pm-2:25pm
Fireside Chat with Home Depot: "Delivering Customer Service Excellence Through UX Design, Innovative Communication Vehicles, and Focusing on Employee Growth"

Interviewer:

Chip Liebenow
Director - Customer Care
Home Depot

Participants:

Kevin Bosak
Director- Contact Center Capabilities
Home Depot

Thomas Hacker
Director- Online Contact Center
Home Depot

2:25pm-3:00pm
Keynote featuring ADP: "Client Advocacy - Turning Goodwill into Gold"

Nithya Narasimhan
Vice President, Client Experience and Innovation
ADP

3:00pm-3:20pm
Networking Break
3:20pm-3:55pm
Keynote featuring Ingersoll Rand: "Channel Your Energy: Maturing the Partner Experience"

Making it easier for your dealers and distributors to do business with your organization is a balancing act.  Learn how Club Car is revamping its ailing IT architecture and leveraging people, processes and technology to improve the partner experience through data analytics, self-service and collaboration.   

This presentation will help participants understand how to: 

 

  • Overcome setbacks that negatively affect channel satisfaction
  • (Re)establish priorities and set realistic goals to meet new business objectives
  • Weigh options relative to employee engagement vs productivity and cost to serve 
  • Architect a technological platform for progress
  • Improve adoption of tools and techniques through advocacy

Frank Borovsky
Vice President, Customer Experience and IT
Club Car/Ingersoll Rand

3:55pm-4:05pm
Argyle Closing Remarks
4:05pm-5:05pm
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

  • Senior Supporter Partner

  • Senior Supporter Partner

  • Senior Supporter Partner

  • 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.

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.

Grand Hyatt Atlanta in Buckhead logo

Grand Hyatt Atlanta in Buckhead

3300 Peachtree Road NE
Atlanta, GA 30305

Telephone: (888) 421-1442

The InterContinental Buckhead logo

The InterContinental Buckhead

3315 Peachtree Rd. NE
Atlanta, GA 30326

Telephone: (404) 946-9000

W Atlanta - Buckhead logo

W Atlanta - Buckhead

3377 Peachtree Rd NE
Atlanta, GA 30326

Telephone: (678) 500-3100