Customer Experience (CX)

1 Day Meeting

2018 Customer Experience Leadership Forum

Toronto, ON - Mar 06, 2018

Overview

Over the past five years, corporations have become painfully aware that customer experiences define not only brand loyalty, but profitability. To explore the growing importance of customer experience, Argyle Executive Forum is bringing together leading executives for our annual CX Forum in Toronto. 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  • Evaluating emerging capabilities to revamp outdated call centers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


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 Toronto area and beyond!

Request Invite to this Event

We will get back to you shortly

Event RSVP





-

Speakers

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

Speaker's profile image

Nitin Badjatia

Sr. Director Product Strategy, CSM

ServiceNow

Speaker's profile image

Chris Banks

Sales Director - Business Intelligence and Performance Management Solutions

Information Builders

Speaker's profile image

André Côté

VP / COO - Chief Operating Officer Commercial Capabilities and Customer Experience

Eli Lilly and Company

Speaker's profile image

Sam Chandler

Sr. Customer Success Consultant

Zendesk

Speaker's profile image

Marco Cruz-Galve

Director of Business Consulting

Clarabridge

Speaker's profile image

Scott D'Cunha

VP Marketing, eCommerce & Communications

Staples Business Advantage

Speaker's profile image

Elizabeth Forsey

Director, Sales Practices & Controls

Scotia Bank

Speaker's profile image

Vita Gushina

Director

Scotiabank

Speaker's profile image

Brad Linville

Director, CX Consulting

Confirmit

Speaker's profile image

Michelle Mapa

Director of Client Experience and Client Care

CIBC

Speaker's profile image

Sanders Pabbies

Director, IT Customer Experience Strategy

Bell Canada

Speaker's profile image

Elfreda Pitt Hetherington

Senior Director, Omni-channel Engagement

Royal Bank of Canada

Speaker's profile image

Roger Pugsley

Director, Customer Service Excellence

Oxford Properties Group

Speaker's profile image

Tessa Steenstra

Director, Customer Experience Design

Scotiabank

Speaker's profile image

Jennifer van der Valk

Managing Director, Marketing and Digital Strategy

Government of Ontario

Speaker's profile image

Christopher Watchorn

Head of Customer Service Network Effectiveness

Canada Post

Speaker's profile image

Vince Wong

Director, Customer Experience Digital Self Serve Adoption

Rogers Communications

Speaker's profile image

Eli Zogby

AVP, Experience and Strategic Initiatives

The Great-west Life Assurance Company

Agenda

This event will feature insights from top executives, including

Download Agenda
8:00am-9:00am
Breakfast
9:00am-9:10am
Argyle Opening Remarks
9:10am-9:45am
Opening Keynote featuring Staples Business Advantage

Scott D'Cunha
VP Marketing, eCommerce & Communications
Staples Business Advantage

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
Sr. Director Product Strategy, CSM
ServiceNow

10:05am-10:25am
Networking Break
10:25am-11:15am
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:

Vita Gushina
Director
Scotiabank

Panelists:

André Côté
VP / COO - Chief Operating Officer Commercial Capabilities and Customer Experience
Eli Lilly and Company 

Brad Linville
Director, CX Consulting
Confirmit

Michelle Mapa
Director of Client Experience and Client Care
CIBC

Vince Wong
Director, Customer Experience Digital Self Serve Adoption
Rogers Communications

11:15am-11:35am
Thought Leadership Spotlight featuring Zendesk: "Passing the CX Turing Test: Incorporating AI into your Omnichannel Strategy"

Omnichannel and AI are the hottest buzzwords in the industry today. But what do they actually mean? And how do you take advantage of bots without making customers feel like they’re talking to C-3PO?

In this session Sam will discuss how to effectively whiteboard a CX strategy that leverages the industry’s leading technologies while keeping a customer-centric focus & maintaining measurable results on your investments.

Sam Chandler
Sr. Customer Success Consultant
Zendesk

11:35am-11:55am
Networking Break
11:55am -12:45pm
Panel Discussion: "Achieving a Seamless Experience"

Session topics include, but are not limited to:

  • Creating an omni-channel experience that significantly improves customer engagement 
  • Developing a comprehensive digital transformation strategy for the Customer Care Center 
  • Using contextually relevant data to create truly personalized customer experiences 
  • Taking advantage of new CX technology in your Customer Care Center 
  • Empowering your front line employees to deliver world-class experiences in an Omni-channel environment 
  • Building success metrics that demonstrate ROI to the executive team

Moderator:

Elfreda Pitt Hetherington
Senior Director, Omni-channel Engagement
Royal Bank of Canada

Panelists:

Chris Banks
Sales Director - Business Intelligence and Performance Management Solutions
Information Builders

Marco Cruz-Galve
Director of Business Consulting
Clarabridge        

Sanders Pabbies
Director, IT Customer Experience Strategy
Bell Canada

Christopher Watchorn
Director, Customer Service Network Effectiveness 
Canada Post

12:45pm-1:45pm
Lunch
1:45pm-2:20pm
Keynote featuring The Great-West Life Assurance Company: "Developing Customer Experience Excellence From the Outside In"

Becoming customer centric is more than your customer experience teams, it’s a cultural change that must span the whole organization. Customer experience can’t be the “flavor of the day." Like TQM, Lean and Six Sigma, these programs and methodologies are the evolution of true customer centricity. In this presentation, Eli will discuss the evolution from traditional process improvement methodologies to today’s “Outside-In” customer journey based methodologies.  Both types of approaches can co-exist when delivering customer centric strategic initiatives when you focus on the customer first.

Eli Zogby
Associate Vice President, Experience and Strategic Initiatives
The Great-West Life Assurance Company

2:20pm-2:40pm
Networking Break
2:40pm-3:15pm
Keynote Presentation featuring Oxford Properties Group: "Employee Engagement's Role in Customer Experience"

Employee engagement is critical to any CX journey. Simply put: engaged employees offer great service, disengaged employees don’t.  Oxford has put considerable effort into employee engagement via empowerment, recognition, training and voice of the employee initiatives. Oxford’s Employee Engagement Survey indicated that 98 percent of its employees agree that customer service is a high priority. By prioritizing employee engagement, Oxford has reaped significant rewards, such as higher customer satisfaction/loyalty and stronger business results.   

This session will help attendees:

  • Understand the relationship between engagement and CX
  • Learn initiatives to engage employees
  • Learn initiatives to engage contractor teams so they better represent your company and deliver your brand promise effectively

Roger Pugsley
Director, Customer Service Excellence
Oxford Properties Group

3:15pm-3:50pm
Fireside chat featuring Scotia Bank and Government of Ontario: "Leveraging Data to Maximize the Customer Experience"

Interviewer: 

Tessa Steenstra
Director, Customer Experience Design
Scotiabank

Participants:

Jennifer van der Valk
Managing Director, Marketing and Digital Strategy
Government of Ontario

Elizabeth Forsey
Director, Sales Practices & Controls
Scotia Bank

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

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

  • Thought Leadership Spotlight & App Partner

  • Panel & App Partner

  • Panel Partner

  • Panel Partner

  • Senior Supporter 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.