Customer Experience (CX)

1 Day Meeting

2018 Customer Experience Leadership Forum

San Francisco, CA - Nov 06, 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

Kristi Melani

Kristi Melani

Vice President, Digital Marketing & Customer Experience

Plantronics

Tutu Adenle

Tutu Adenle

Director, Customer Success

Counsyl

Nitin Badjatia

Nitin Badjatia

Head of Product Strategy, CSM

ServiceNow

Sarah Beachler

Sarah Beachler

Director, Market Research & Consumer Insights

Sephora

Jennifer Borchardt

Jennifer Borchardt

Director of Omnichannel Experience & Strategy | Wealth Management

US Bank

Miryam Chae

Miryam Chae

Director, DTC

Constellation Brands

Heather Craig

Heather Craig

Head of Retail Experience

thredUP

Jeffery Eid

Jeffery Eid

Vice President, Customer Success & Support

Dolby Labs

Adam Ganzell

Adam Ganzell

Department Head-Customer Care

Pulte Group

Kuntal Maya Goradia

Kuntal Maya Goradia

Director of Analytics

PayPal

Eliel Johnson

Eliel Johnson

Vice President and Head, User Experience and Design

Charles Schwab

Matt Lombardi

Matt Lombardi

Senior Director, Client Experience

ADP

David Moody

David Moody

Senior Manager, Digital Marketing & Media

Plantronics

Jonathan Russell

Jonathan Russell

Senior Director for Enterprise Service Desk & Operations Center

Stanford University

Deep Srivastav

Deep Srivastav

SVP, Head of Client Strategies & Analytics

Franklin Templeton

Agenda

This event will feature insights from top executives, including

Download Agenda
8:00am - 9:00am
Breakfast
9:00am - 9:10am
Opening Remarks by Argyle Host

Kristi Melani
Vice President, Digital Marketing & Customer Experience 
Plantronics

9:10am - 9:45am
Keynote Presentation: "Experimenting to Improve the Digital Customer Experience"

Kuntal Maya Goradia will present case studies of using data to make business impact from her experience as a practitioner and a consultant.

Kuntal Maya Goradia
Director of Analytics
PayPal

*Please note this session is off-the-record.

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
Senior Director, Product Strategy
ServiceNow

10:05am - 10:35am
Networking Break
10:35am - 11:25am
Panel Discussion: "Self-Service versus Full-Service: How Do You Find A Balance?"

Session topics include, but are not limited to:

  • Delivering intelligent customer service, where to start?
  • Best practices for creating effortless and robust self-service experiences for your customers
  • What does your customer need?  Understanding your customer as they interact with your company online
  • How do you personalize this experience?
  • What skillsets are required for a successful self-service program?
  • How are customer care leaders building processes to support and sustain self-service programs?
  • What role does technology play in successful self-service? Which technologies can you use to increase relevance and reduce effort for customers?
  • Which metrics matter?  How can you measure and quantify success?

Moderator:

Miryam Chae
Director, DTC
Constellation Brands

Panelists:

Heather Craig
Head of Retail Experience
thredUP

Jeffrey Eid
Vice President, Customer Success & Support
Dolby Labs

Jonathan Russell
Senior Director for Enterprise Service Desk & Operations Center
Stanford University

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:

Sarah Beachler
Director, Market Research & Consumer Insights
Sephora

Panelists:

Adam Ganzell
Department Head-Customer Care
Pulte Group

Matt Lombardi
Senior Director, Client Experience
ADP

Deep Srivastav
SVP, Head of Client Strategies & Analytics
Franklin Templeton

12:40pm - 1:40pm
Lunch
1:40pm - 2:15pm
Fireside Chat: "Breaking the Glass Ceiling: Women's Role in the C-Suite"

Hear from a female CX executive on her experience in the C-Suite and what the barriers are for women seeking to break the glass ceiling. 

Kristi Melani
Vice President, Digital Marketing & Customer Experience
Plantronic

being interviewed by

David Moody
Senior Manager, Digital Marketing & Media
Plantronics

2:15pm - 3:00pm
Roundtable Discussion: "Strategies for Reducing Churn and Improving Customer Retention"

Join us for an interactive discussion as we hear from a CX leader on strategies for reducing churn and improving customer retention, and then get involved as the audience participates in roundtable discussions and presents their own experiences and solutions.

Jennifer Borchardt
Director of Omnichannel Experience & Strategy | Wealth Management 
US Bank

3:00pm - 3:35pm
360 Viewpoint: "Can You Prove the ROI of Customer Experience?"

This session will feature a lively debate between CX leaders as they discuss whether or not it's possible to prove the ROI of the customer experience, and if so, how to do it. 

Tutu Adenle
Director, Customer Success
Counsyl

And

Eliel Johnson
Vice President and Head, User Experience and Design
Charles Schwab

*Please note this session is off-the-record.

3:35pm - 3:40pm
Closing Remarks by Argyle Host

Kristi Melani
Vice President, Digital Marketing & Customer Experience 
Plantronics

3:40pm -4:40pm
Closing Reception
*Schedule and timing is subject to change

Sponsors

Interested in sponsoring an event ?

Speak to one of our dedicated sponsorship teams sponsorship@argyleforum.com

Sponsorship Information

This event will feature insights from top executives, including

  • Thought Leadership Spotlight & App Partner

  • Senior Supporter 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.