Customer Experience (CX)

1 Day Meeting

2018 Customer Experience Leadership Forum

Dallas, TX - Feb 07, 2018

Overview

The importance of staying ahead of the curve means seamless support across all aspects of an organization. The business is rapidly changing and customer experience requirements and expectations are only increasing. Social media and communications is progressively more mobile, and the need to meet the customer whenever/wherever they are is the new norm. Argyle Executive Forum is bringing together leading customer experience executives for our annual CX forum in Dallas, TX to discuss how to keep CX a priority at all levels of the company.

Throughout a full day of content and networking, we will explore new ways to address mobile expansion and demand for finding the easiest ways of doing business. The agenda will be geared specifically towards Chief Customer, Customer Experience, and User Experience Officers, as well as VPs and Directors of CX, customer care, CRM, support and service in a leadership role. Key focus areas pressuring customer experience professionals will be addressed with regards to:

  • Meeting the customer where they are: Mobile Support 
  • Changing behaviors in customer interface 
  • Identifying revenue boosting opportunities using analytics
  • Delivering consistent and continuous experiences throughout a customer’s lifecycle
  • Measuring the success of a positive customer experience
  • Aligning the organizational culture to exceed customer expectations

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 1000 CX leaders hailing from the heart of Texas, and beyond!

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Speakers

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

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Mouyyad Abdulhadi

Head of Consumer Practices

Santander Bank

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Dan Aptor

CD&MO

United Way Of Metropolitan Dallas

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Julio Badin

Senior Vice President Customer Experience

DFW Intl Airport

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Nitin Badjatia

Head of Product Strategy, Customer Service Management

ServiceNow

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Vishal Bhalla

VP & Chief Experience Officer

Parkland Health and Hospital System

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Michelle Brigman

Director, Digital Customer Listening & Engagement

Citi

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Bernie Gessner

VP Global Customer Care & Retail Operations

Fossil

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Will Huffman

AVP, Customer Experience Frontier Communications

Frontier Communications

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Christian Jensen

Director of Customer Service

Kohl's Corporation

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Jim McDonald

Chief Marketing Officer

Pacific Union Financial

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Kari Mickelson

Global Customer Experience Lead

MoneyGram

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Stacey Nevel

Director, Voice of the Customer Consulting

Confirmit

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Joshua Ramsey

Director of Customer Care

Hilton Worldwide

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Bob Richardson

Director of Sales, Customer Development

The Clorox Company

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Janelle Routhier

Senior Director - Customer Development

Essilor of America

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Jason Vorel

Americas Customer Support Experience Manager

Texas Instruments

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 Presentation featuring Santander Bank: "Building a Digital Customer Experience Program"

Customer expectations are rapidly evolving. Organizations must quickly adapt and offer a true omni-channel digital experience to stay competitive. This talk will provide a organizations the approach needed to build a digital customer experience program beginning from understanding the customer journey, building a strategy and implementation roadmap, obtaining executive buy-in, and establishing a solid foundation on which to build the digital customer experience program.

Mouyyad Abdulhadi
Director, Consumer Practices
Santander Consumer

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

Nitin Badjatia
Head of Product Strategy, Customer Service Management
ServiceNow

10:05-10:30am
Networking Break
10:30am-11:25am
Panel Discussion: "Data's Growing Role in Deepening Knowledge about Customer Insights"

Session topics include, but are not limited to:

  • How do you translate data into actionable consumer insights and better decision making?
  • What are your tactics for discovering, segmenting, targeting, and engaging consumers?
  • What are your best practices for prioritizing and governing investments in data analytics and insight generation?
  • How do you use real time data to stay ahead of the competition and trends as they are emerging?
  • How are you measuring results and demonstrating ROI in a digital context?

Moderator:

Jason Vorel
Americas Customer Support Experience Manager
Texas Instruments

Panelists:

Dan Aptor
Chief Digital and Marketing Officer
United Way Of Metropolitan Dallas

Will Huffman
AVP, Customer Experience 
Frontier Communications 

Christian Jensen
Director of Customer Service
Kohl’s Corporation

Stacey Nevel
Director, Voice of the Customer Consulting
Confirmit

11:25am-11:45am
Networking Break
11:45am-12:20pm
Keynote featuring Parkland Health and Hospital System "How Employee Experience Impacts Patient Experience"

Vishal Bhalla
VP & Chief Experience Officer
Parkland Health and Hospital System

12:20pm-1:20pm
Lunch
1:20pm-2:10pm
Panel Discussion: "Breaking Down Silos and Creating Internal Synergies"

Session topics will include but are not limited to:

  • How have you tried to align marketing and customer care within your organization?
  • How does your organization work with HR to ensure the best talent acquisition?
  • How do you use data to understand the customer experience?
  • How do you identify the right customer care tools and platforms for your organization?
  • Do you have any recommendations for incentivizing internal collaboration?
  • What are your best practices for internal communication?
  • Have you set any cross-departmental KPIs or goals?
  • If so, what are they? Were there any challenges or barriers to implementing them?

Moderator:

Joshua Ramsey
Director of Customer Care
Hilton Worldwide

Panelists:

Julio Badin
Senior Vice President Customer Experience
DFW Intl Airport

Michelle Brigman
Director, Digital Customer Listening & Engagement
Citi

Kari Mickelson
Global Customer Experience Lead
MoneyGram

Bob Richardson
Director of Sales, Customer Development
The Clorox Company

Janelle Routhier
Senior Director, Customer Development
Essilor of America

 

2:15pm-2:55pm
Fireside Chat featuring Fossil and Kohl's Corporation

Bernie Gessner
Vice President, Global Customer Care & Retail Operations
Fossil

And

Christian Jensen
Director of Customer Service
Kohl’s Corporation

2:55pm-3:15pm
Networking break
3:15pm-3:50pm
Keynote featuring Pacific Union Financial: "Buying Memories - New Rules of the Experience Economy"

Simply delivering good customer service is not enough anymore. We all want great experiences, and, we’re willing to pay for them. We left the service economy years ago and are moving at warp speed into an established experience economy, and, organizations that don’t put a premium on customer experience will fail.

This presentation will help the audience understand:

 

  • How technology and social collaboration has changed the way consumers define a brand in the experience economy
  • The risk of not focusing on experience
  • The financial implications behind a great experience (increased revenue, increased retention, decreased CAC)

 

Jim McDonald
Chief Marketing Officer
Pacific Union Financial

3:50pm-4:00pm
Argyle Closing Remarks
4:00pm-5:00pm
Cocktail 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

  • Panel 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.

The Fairmont Dallas logo

The Fairmont Dallas

1717 N Akard St.
Dallas, TX 75201

Telephone: (800) 441-1414