Customer Experience (CX)

1 Day Meeting

2018 Customer Experience Leadership Forum

San Francisco, CA Mar 22, 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 San Francisco. Throughout a full day of content and networking, we will focus on the most pressing issues that customer experience professionals are facing moving into 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: 

  • Evaluating emerging capabilities to revamp outdated call centers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. 


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 Bay Area and beyond!

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Speakers

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

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Natasha Adams

CMO

Kodakit

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Jonathan Alloy

Vice President, Innovation

Wells Fargo

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Nitin Badjatia

Sr. Director Product Strategy, CSM

ServiceNow

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Julie Baher

Senior Director, User Experience Design

Illumina

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Katherine Chan

Customer Experience Global Service Manager

Airbnb

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Eric Din

VP, Global Solutions Engineering & Alliances

Clarabridge

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Nir Galpaz

Vice President of Customer Lifecycle and Success

Mitel

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Chris George

EVP, Product Marketing & Sales Strategy

POPSUGAR

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Inka Germann

Head of Client Service Americas

MSCI

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Ross Haskell

Sr. Director of Product Marketing

Bold360

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Kelly Hendricks

Area Vice President, Global Customer Service

Verizon

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Lisa London

Director, CX Consulting

MaritzCX

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Roberta O’Keith

Director, CX Consulting

Confirmit

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Dhaval Shah

VP, Quality Management

Boingo Wireless

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Guneet Singh

Director Customer Experience

DocuSign

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Karen Tang

Head of Customer Success, Support, Sales

Prezi

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Mac Tillman

Vice President, Brand Marketing

Sutter Health

Agenda

This event will feature insights from top executives, including

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8:00am-9:00am
Breakfast
9:00am-9:10am
Argyle Opening Remarks
9:10am-9:45am
Opening Keynote featuring POPSUGAR: "Using Data to Drive Content"

Chris George
EVP, Product Marketing & Sales Strategy
POPSUGAR

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

Nitin Badjatia
Sr. Director Product Strategy, CSM
ServiceNow

10:05am-10:30am
Networking Break

 

10:30am-11:20am
Panel Discussion:"Delivering Personalized Journeys"

Session topics include, but are not limited to:

  • Best practices for understanding customer attitudes, behaviors and processes
  • Best practices for delivering content via numerous channels simultaneously
  • How to avoid a fragmented experience
  • Bridging the gap between online and offline customer interactions, to develop a content delivery strategy that works across multiple channels
  • Rethinking the concept of "identity" to help improve interactions with customers
  • Examples of ways to map complex systems to a customer journey
  • Models for tracking and managing an end-to-end conversation
  • Insights on approaching complex journeys within an existing technology ecosystem

Moderator:

Dhaval Shah
VP, Quality Management
Boingo Wireless

Panelists:

Julie Baher
Senior Director, User Experience Design
Illumina

Inka Germann
Managing Director, Head of Client Service Americas
MSCI

Roberta O’Keith
Director, CX Consulting
Confirmit

Guneet Singh
Director, Customer Experience Programs
DocuSign

11:20am-11:40am
Thought Leadership Spotlight featuring Bold360ai: "Customer Engagement: Where Do You Stack Up?"

Ross Haskell
Sr. Director of Product Marketing
Bold360ai by LogMeIn

11:40am-12:00pm
Networking Break
12:00pm-12:20pm
Thought Leadership Spotlight featuring MartizCX: "The ROI of Feelings: Understanding the Emotional Connection to Your Brand"

In this session, Lisa London 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. Lisa 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.

Lisa London, Ph.D.
Director, CX Consulting
MaritzCX

12:20pm-1:10pm
Panel Discussion: "Delivering Seamless Customer Engagement & Support in a Hyper Connected World"

Session topics include, but are not limited to:

  • How is your team working to create seamless experiences across channels and devices through any stage in customer journey channels?
  • In what ways are you reducing the customer effort when engaging with your company?
  • Where/how are you meeting your customer i.e. social/mobile, etc.?
  • How are you tapping into all of these channels that customer utilize and communicating tailored content to drive customer loyalty?
  • In what ways are you empowering front line agents to deliver fast, efficient, and frictionless service to improve the customer experience?
  • Using contextually relevant data to create truly personalized experience
  • How can you measure and track customer satisfaction?

Moderator:

Jonathan Alloy
Vice President, Innovation
Wells Fargo

Panelists:

Katherine Chan
Customer Experience Global Service Manager
Airbnb

Eric Din
VP, Global Solutions Engineering & Alliances
Clarabridge

Nir Galpaz
Vice President of Customer Lifecycle and Success
Mitel

Karen Tang
VP, Customer Success, Support
Prezi

1:10pm-2:10pm
Lunch
2:10pm-2:45pm
Keynote featuring Kodakit: "Transforming Visual Experiences with Technology"

Natasha Adams
CMO
Kodakit

2:45pm-3:20pm
Keynote featuring Sutter Health

Mac Tillman
Vice President, Brand Marketing
Sutter Health

3:20pm-3:35pm
Networking Break
3:35pm-4:10pm
Keynote featuring Verizon: "The Making of a Leader: Recipe for Leadership Success"

Kelly Hendricks
Area Vice President, Global Customer Service
Verizon

4:10pm-4:15pm
Argyle Closing Remarks
4:15pm-5:15pm
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

  • Thought Leadership Spotlight Partner

  • Panel Partner

  • Panel Partner

  • Senior 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 Nikko logo

Hotel Nikko

222 Mason St.
San Francisco, CA 94102

Telephone: (415) 394-1111

JW Marriott San Francisco Union Square logo

JW Marriott San Francisco Union Square

515 Mason St
San Francisco, CA 94102

Telephone: (415) 771-8600

Parc 55 Wyndham logo

Parc 55 Wyndham

55 Cyril Magnin Street
San Francisco, CA 94102

Telephone: (415) 392-8000