Customer Experience (CX)

1 Day Meeting

2018 Customer Experience Leadership Forum

Chicago, IL Apr 17, 2018

Overview

Argyle Forum is bringing together prominent customer experience executives to our annual CX forum in Chicago. This full day event is geared specifically towards Chief Customer, Custom Experience, and User Experience Officers, as well as VPs and Directors of customer experience, care, support and service. Content for the day will highlight the most pressing topics and issues that CX professionals are facing, with plenty of time to network with industry peers in between sessions.

Key topics we will cover include:

  • Becoming a more customer-centric organization
  • Leveraging data to support strategy
  • Creating a seamless customer journey
  • Prioritizing personalized interactions through mobile and social platforms
  • Aligning priorities among internal stakeholders to drive CX initiatives

Our curated keynote presentations, fireside chats, panel sessions, and networking breaks will provide you the chance to have candid discussions with your peers around current pain points and industry innovations. Walk away with concepts and ideas to bring back to your team and organization. Past speakers have included John Matthew Upton, Senior Manager of Analytics and Optimization at Ricoh Americas, Usha Gupta, Head of Consumer Insights and Digital Experience at AT&T, and Mark Killick, VP of Care at Grubhub.

We look forward to hosting the top CX leaders from Chicago and beyond at our 2018 Forum!

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Speakers

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

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Frederick Skoler

Head of Shop Your Way Engagement

Sears Holdings

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Nitin Badjatia

Sr. Director Product Strategy, CSM

ServiceNow

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Domonique Battle

Managing Director of People and Operations

City Year

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Suzanne E Pittacora

Senior Director - Global Business Insights

McDonald's

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Jerri Helms

Sr. Director Digital Marketing Strategy

HarperCollins Publishing

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Katina Krambeck

Brand Director

Eli Lilly and Company

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Ryan Lester

Director, Customer Engagement Technologies

Bold360 by LogMeIn

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Nicole Maynard

Head of User Experience

Hyatt Hotels Corporation

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Adrian McDermott

President, Product Development

Zendesk

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Vanessa Mona

Director, Care Experience

Henry Ford Health System

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Rajat Nagar

Director, Customer Experience & Analytics at Discover Financial Services

Discover Financial Services

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Kristina O'Brien

VP, CX Lead Design & Planning

BMO Harris Bank

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Leecox Omollo

Director - Digital Center of Excellence

Adtalem Global Education

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Jyll Rademacher

Head of Ecommerce and Marketing

Northshore Care Supply

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Mary Sams

AVP, Customer Insight and Analysis

Zurich Insurance Company Ltd

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Juliane Trapp Pearson

Director, Customer Experience

Health Care Service Corporation (Blue Cross and Blue Shield of Illinois, Montana, New Mexico, Oklahoma and Texas)

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Revee White

Director of Marketing

Missouri Employers Mutual Insurance Company

Agenda

This event will feature insights from top executives, including

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8:00am-9:00am
Breakfast
9:00am-9:10am
Opening Remarks featuring Argyle Host

Frederick Skoler
Director, Shop Your Way Engagement
Sears Holdings

9:10am-9:45am
Opening Keynote featuring McDonald's: "Using Consumer Insights to Drive a Turnaround"

McDonald’s is one of the world’s most iconic brands.  After years of significant growth, it started to lose its way and the business began to slow.  McDonald’s is now navigating a significant turnaround in its global business, rooted in a deep focus on being customer obsessed.  By leveraging rich consumer insights, McDonald’s has returned to growth, reconnecting with customers on an emotional level that is transforming the business. 

Sue Pittacora
Senior Director, Global Consumer/Business Insights and Analytics
McDonald's

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

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. 

Join Nitin Badjatia, Head of Customer Service Management Business Strategy at ServiceNow, in a discussion on how digital transformation is impacting the customer service experience. During this session, you will learn how:

  • IoT, AI, self-services, and big data can meet the customer demands of the future
  • The demand for new talent, culture, and change management have evolved in the organization
  • Delivering a seamless and agile customer experience can impact the bottom line

Nitin Badjatia
Sr. Director Product Strategy, CSM
ServiceNow

10:05am-10:30am
Networking Break
10:30am-11:25am
Panel Discussion: "Engaging with Customers in Real-Time Through Social Media"

Session topics include, but are not limited to:

  • Utilizing social media to connect and engage with customers in today's global marketplace
  • Leveraging social channels to drive meaningful, personalized interactions with your customers
  • Delivering content and social interactions that actively engages with customers
  • How to mitigate these new risks and how to transform the live feedback into an asset
  • Managing online customer feedback to better monitor and respond to customer feedback
  • Developing a formalized social roadmap: where to start, challenges encountered, best practices
  • Leveraging social data to track behaviors and drive sales

Moderator:

Kristina OBrien
VP, CX Lead Design & Planning
BMO Harris Bank

Panelists:

Jerri Helms
Sr. Director Digital Marketing Strategy
HarperCollins Publishing

Jyll Rademacher
Head of Ecommerce and Marketing
Northshore Care Supply

Revee White
Director of Marketing and Communication
Missouri Employers Mutual Insurance Company

 

11:25am-11:45am
Thought Leadership Spotlight featuring Bold360ai by LogMeIn: "Customer Engagement: Where Do You Stack Up?"

Ryan Lester
Director, Customer Engagement Technologies
Bold360 by LogMeIn

11:45am-12:05pm
Networking Break
12:05pm-12:45pm
Keynote featuring Hyatt Hotels: "Cultivating Happiness"

Neuroscience explains the delicate sparks that can either create happiness or make it elusive. Happiness has power; it makes us more productive, engaged and creative. When we’re feeling good, we are better able to create delightful experiences and have that positivity trickle into everything we touch, including our customers. This session will take a look at methods for cultivating happiness within ourselves so we can propagate it for others.

Nicole Maynard
Head of User Experience
Hyatt Hotels Corporation

12:45pm-1:05pm
Thought Leadership Spotlight featuring Zendesk: "Creating Modern Customer Experiences with Omni-channel Solutions"

Customer lifecycle marketing and "growth hacking" techniques will be table-stakes for great customer experiences and seamless omni-channel customer service. Join Adrian McDermott, President of Products at Zendesk, as he discusses trends, technologies and shares customer experiences building modern customer service experiences with omni-channel solutions. During this session you will learn about:

  • The fluid use of multiple channels to satisfy changing customer expectations; by leveraging their channel of choice and timeline
  • The reliance on content and content analytics to power anticipatory engagement and self-service
  • Collecting and leveraging experience data to model the customer journey and go beyond the relational customer record
  • AI-based automation, analysis, and recommendation to use Big-Data to create targeted personalized experiences at scale

Adrian McDermott
President, Product Development
Zendesk

1:05pm-2:05pm
Lunch
2:05pm-2:55pm
Panel Discussion: "Data's Growing Role in Deepening Knowledge about Customer Insights"

*Please note this session is off-the-record

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:

Mary Sams
AVP, Customer Insight and Analysis
Zurich Insurance Company Ltd

Panelists:

Domonique Battle
Managing Director of People and Operations
City Year

Katina Krambeck
Director, Rheumatology Payer Marketing
Eli Lilly and Company

Leecox Omollo
Director - Digital Center of Excellence
Adtalem Global Education

Juliane Trapp Pearson
Director, Customer Experience
Health Care Service Corporation (Blue Cross and Blue Shield of Illinois, Montana, New Mexico, Oklahoma and Texas)

2:55pm-3:10pm
Networking Break
3:10pm-3:45pm
Keynote featuring Discover: "Using Analytics to Drive Intuitive Servicing Experiences"

Low effort and intuitive customer service interactions are key to creating an engaging and brand-building customer experience. In this session we will look at how advanced analytics can be applied to understand customer behavior and design strategies and systems that help create an easy and intuitive customer interaction experience.

Rajat Nagar
Director, Customer Experience & Analytics
Discover Financial Services

3:45pm-4:20pm
Keynote featuring Henry Ford Health System: "Changing the Channel: Transforming Interactive Patient Entertainment"

Vanessa Mona
Director, Care Experience
Henry Ford Health System

4:20pm-4:30pm
Closing Remarks featuring Argyle Host

Frederick Skoler
Director, Shop Your Way Engagement
Sears Holdings

4:30pm-5:30pm
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 & App Partner

  • Thought Leadership Spotlight Partner

  • 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.

Hotel Blake Chicago logo

Hotel Blake Chicago

500 South Dearborn
Chicago, IL 60605

Telephone: (312) 986-1234

JW Marriott Chicago logo

JW Marriott Chicago

151 W Adams St
Chicago, IL 60603

Telephone: (312) 660-8200

W Chicago City Center logo

W Chicago City Center

172 West Adams Street
Chicago, IL 60603

Telephone: (312) 332-1200