Customer Experience (CX)

1 Day Meeting

2018 Customer Experience Leadership Forum: Creating Experiences for the Hyper-Connected Customer

New York, NY - Oct 04, 2018

Overview

Argyle invites customer experience executives to our CX event in New York. This full day event is geared specifically towards Chief Customer, Custom Experience, and User Experience Officers, as well as VPs and Directors of customer experience, care, support and service. Content will highlight the most pressing topics and issues that customer experience professionals are facing, with plenty of time for networking in between sessions. Key topics will include:

  • Becoming a more customer-centric organization
  • Leveraging data and measurement to support strategy
  • Leveraging mobile and social platforms to drive personalized interactions
  • Creating a seamless customer journey
  • Aligning priorities among internal stakeholders


Argyle’s keynote presentations, fireside chats, panel sessions, and networking breaks will provide you the chance to have candid discussions with your peers around current pain points and industry innovations. Past speakers have included Weslee Berke, Customer Service Director at Boxed; Laure Park, Vice President, Customer Experience at Quest Diagnostics; David Dungey, IT Principal UX Designer at Honeywell; and Michael Borts, Senior Vice President, Client Services at Warner Music Group.

We look forward to hosting the top CX leaders from New York and beyond at our 2018 Forum!

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Speakers

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

Brooke Pruter

Brooke Pruter

Vice President, National Customer Operations

Comcast Corporation

Nitin Badjatia

Nitin Badjatia

Global Head, Product Strategy - Customer Service Management

ServiceNow

Vivek Bedi

Vivek Bedi

VP Digital Product

Northwestern Mutual

Andrew Bimson

Andrew Bimson

Head of Global Marketing Operations

Bloomberg

Maureen Carter

Maureen Carter

Vice President, Design & UX

BET Networks

Tamar Cohen

Tamar Cohen

Vice President Customer Excellence

Zoetis

Radek Dudzinski

Radek Dudzinski

Sr. Advisor – Digital & Contact Center Transformation

[24]7.ai

Nidhi Gupta

Nidhi Gupta

Vice President, Digital Channels Senior Product Manager, Mobile Channel

US Bank

Irene Jimenez Diaz

Irene Jimenez Diaz

Customer Experience Director

Zoetis

Mary Ann Kerr

Mary Ann Kerr

Director, Global Operations

Coty

Ben Noble

Ben Noble

Vice President Digital Customer Experience

Erie Insurance Group

Alla Reznik

Alla Reznik

Director, CX Product and Innovation

Verizon

Anurag Sehgal

Anurag Sehgal

Managing Director

Credit Suisse

Brandon Singer

Brandon Singer

Managing Director, Retail Services

Cushman & Wakefield

Albert Whitley

Albert Whitley

Director of Experience Design and Voice of Customer

The Hartford

Jennifer Zogg

Jennifer Zogg

VP, Digital Marketing & Sales Enablement

Prudential

Agenda

This event will feature insights from top executives, including

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

Brooke Pruter
Vice President, National Customer Operations
Comcast Corporation

9:10am - 9:45am
Keynote Presentation: From Gen Z to Grandparents: Building Remarkable Experiences for Every Generation

In this session, Vivek Bedi will discuss how to build amazing digital experiences for clients of all generations—from those who only want to engage through mobile, web, and digital channels to those who may prefer to keep their personal information offline. Learn how to strike the balance of building for the future while also satisfying the needs of the current client. In the session, Vivek will discuss:

  1. Building and understanding the needs for current and future clients
  2. Building small Pod teams to accomplish your client goals
  3. Understanding customer journeys through deep user analysis
  4. Helping your customers think of your product or industry from a different perspective

Vivek Bedi
VP Digital Product
Northwestern Mutual

9:45am - 10:05am
Thought Leadership Spotlight featuring [24]7: "Accelerating Growth Through Memorable Self-Service Experiences"

As your company grows, you face increasing pressure to contain costs without compromising the customer experience. But how do you do both? In this presentation, Radek Dudzinski from [24]7.ai will discuss the role of automated customer interactions in improving customer experience. Learn how DISH Corporation uses humans and chatbots working hand-in-hand to create memorable moments that drive company growth.

Radek Dudzinski
Sr. Advisor – Digital & Contact Center Transformation
[24]7.ai

10:05am - 10:40am
Networking Break
10:40am-11:00am
Thought Leadership 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
Global Head, Product Strategy - Customer Service Management
ServiceNow

11:00am-11:50am
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:

Mary Ann Kerr
Director Global Operations
Coty

Panelists:

Andrew Bimson
Global Head of Marketing Operations
Bloomberg

Anurag Sehgal
Managing Director
Credit Suisse

Brandon Singer
Managing Director, Retail Services 
Cushman & Wakefield

11:50am-12:20pm
Networking Break
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:

Maureen Carter
Vice President, Design & UX
BET Networks

Panelists:

Nidhi Gupta
Vice President, Digital Channels Senior Product Manager, Mobile Channel
US Bank

Brooke Pruter
Vice President, National Customer Operations
Comcast Corporation

Jennifer Zogg
VP, Digital Marketing & Sales Enablement
Prudential

1:10pm-2:10pm
Lunch
2:10pm-2:45pm
Roundtable Discussion: "Best Practices for Mapping the Customer Journey"

Join us for an interactive discussion as we hear from a CX leader on best practices for mapping the customer journey and then get involved as the audience participates in roundtable discussions and presents their own experiences and solutions.

Albert Whitley
Director of Experience Design and Voice of Customer
The Hartford

2:45pm-3:20pm
Fireside Chat: "Building a New Customer Experience Program"

Interviewee:

Tamar Cohen
VP Customer Experience
Zoetis

Interviewer:

Irene Jimenez Diaz
Customer Experience Director
Zoetis

3:20pm-3:55pm
360 Viewpoint: "Self-Service versus Full-Service: How Do You Find A Balance?"

This session will feature a lively debate between CX leaders as they discuss the difference between self-service and full-service, the pros and cons of each, and how to find a balance between the two.

Ben Noble
Vice President Digital Customer Experience
Erie Insurance Group

3:55pm-4:00pm
Argyle Closing Remarks featuring Argyle Host

Brooke Pruter
Vice President, National Customer Operations 
Comcast Corporation

4:00pm-5:00pm
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 Partner

  • Thought Leadership Spotlight 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.