Customer Experience (CX)

1 Day Meeting

2018 Customer Experience Leadership Forum

Boston, MA - Nov 15, 2018

Overview

Join senior executives in customer and user experience to discuss the future of support and service, with a day of panel discussions, thought leader presentations and networking.

Innovate and Experiment to Improve the Customer Experience

More than ever, the customer journey plays a central role in the success of corporations in building long term relationships. As the shift toward a more customer-centric business model continues, leaders in customer and user experience have an important role to play in the C-suite.

Argyle Executive Forum is bringing together leading experts and executives in the definition, mapping, and measurement of the customer journey to discuss the systems that will revolutionize that experience going forward. With an agenda crafted by CX leaders, you’ll learn about the path to becoming a more customer-centric organization; developing and tracking personalized interactions across platforms; and how to align priorities and communicate with fellow stakeholders in your organization.

Join us to discuss important topics that are top of mind for senior CX leadership, including:

  • Improving the digital customer experience, from mobile to social platforms;
  • The role of self-service systems in the customer journey and how to build connections without human interaction;
  • The use of big data and analytics to develop knowledge about customer insights;
  • How to improve the customer experience and reduce churn; and
  • Measurement and improvement of the ROI of customer experience.


Join us for a daylong discussion of the cutting-edge tools and technologies being used by CX executives in the nation’s largest companies to build stronger, longer lasting customer relationships.

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Speakers

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

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Clifford Stevens

Director, Creative Operations, In House Agency

Liberty Mutual

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Heather Anderson

Director of Aftermarket & Sales Operations

Bosch

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Hiram Barber

Global Director, Digital Customer Experience

Schneider Electric

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Caitlin Brensinger

Vice President, Digital Marketing

Planet Fitness

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Kelly Burke

Director of Interaction Management

Aspect

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Ellen Cory

Senior Director, Customer Experience & Innovation

Marriott International

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Rich Dorfman

Vice President, Customer Experience

Eastern Bank

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Jeremy Duncan

VP, Strategy & Brand Communications

BlueCross BlueShield of Rhode Island

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Jeff Foley

Head of Marketing

Luminoso Technologies

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Natalie Higgins

SVP - Director, Customer Experience

Citizens Bank

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Marijke Maartense

Director, Global Customer Experience

Philips Healthcare

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Angela McClure

Chief Experience Officer

Fresenius Medical Care

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David Mollo

VP, Customer Experience Director, Wealth Channel

Citizens Bank

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Glenn Nelson

AVP, Workforce Computing Services

Hanover Insurance Group

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Janet Poklemba

Site Leader, Customer Service & Technical Support

Bosch

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Ron Vickery

Director, Customer Service Management, East

ServiceNow

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 by Argyle Host

Clifford Stevens
Director, Creative Operations, In House Agency
Liberty Mutual

9:10am - 9:45am
Keynote Presentation: "Walk in the Shoes of Today's Healthcare CXO: Challenges and Opportunities Ahead"

Angela McClure
Chief Experience Officer 
Fresenius Medical Care

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. 

Ron Vickery
Director, Customer Service Management, East 
ServiceNow

10:05am - 10:35am
Networking Break
10:35am - 11:25am
Panel Discussion: "Delivering Proactive Customer Service"

Session topics include, but are not limited to:

  • What is proactive customer service? How is it different than reactive customer service?
  • Assessing the current customer service delivery landscape and gaps
  • Evaluating support transformation strategies and metrics
  • Benchmarking an organization's technology maturity and readiness
  • Approaches to enlisting the entire organization in proactive customer service


Panel Moderator:
Marijke Maartense
Director, Global Customer Experience
Philips Healthcare

Panelists:
Kelly Burke
Director of Interaction Management
Aspect

Rich Dorfman
Vice President, Customer Experience
Eastern Bank

Jeremy Duncan
VP, Strategy & Brand Communications
BlueCross BlueShield of Rhode Island

11:25am - 11:50am
Networking Break
11:50am - 12:40pm
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:
Ellen Cory
Senior Director, Customer Experience & Innovation
Marriott International

Panelists:
Hiram Barber
Global Director, Digital Customer Experience
Schneider Electric

Caitlin Brensinger
VP Digital Marketing
Planet Fitness

Jeff Foley
Head of Marketing
Luminoso Technologies

12:40pm - 1:40pm
Lunch
1:40pm - 2:15pm
Fireside Chat: "How to Become a More Customer-Centric Organization"

Learn how a CX leader has driven their organization towards becoming a more customer-centric place.

Heather Anderson
Director of Aftermarket & Sales Operations
Bosch

And

Janet Poklemba
Site Leader, Customer Service & Technical Support
Bosch

2:15pm - 3:00pm
Roundtable Discussion: "Why Your Business Needs a Digital Transformation"

Join us for an interactive discussion as we hear from a CX leader on why your business needs a digital transformation and then get involved as the audience participates in roundtable discussions and presents their own experiences and solutions.

Clifford Stevens
Director, Creative Operations, In House Agency
Liberty Mutual

3:00pm - 3:10pm
Closing Remarks by Argyle Host

Clifford Stevens
Director, Creative Operations, In House Agency
Liberty Mutual

3:10pm - 4:10pm
Closing Reception
*Schedule and timing is subject to change

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 & App Partner

  • Panel 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.