Customer Experience (CX)

1 Day Meeting

2018 Customer Experience Leadership Forum: Measuring Meaningful Engagement

New York, NY - Apr 26, 2018

Overview

Today, customer experience is the ultimate differentiator in corporate America. The user experience defines customer loyalty and ultimately, revenue for the organization. Argyle Forum is bringing together leading customer experience executives to have candid conversations around this reality at our CX Forum in New York. The full day of content and networking will be geared towards Chief Customer, Customer Experience, and User Experience Officers, as well as VPs and Directors of customer experience, care and support. Key topics covered will include:

  • Defining metrics to effectively measure customer engagement
  • Evaluating emerging technology and trends to revamp outdated call centers
  • Becoming a more consumer-centric organization
  • Creating a seamless customer journey (from pre-sales to service and technical support interactions)
  • Prioritizing personalized interactions through mobile and social platforms
  • 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 allow you to have candid discussions with your peers around these topics and more. Previous speakers have included Deserie Dulaney, Senior Director of Customer Service Operations at Walmart eCommerce, Russell Pandolfo, Senior Vice President of Client Experience at Fidelity, and Kelly Harper, Director of Customer Experience Learning at BMO Financial Group. We look forward to hosting our community of Fortune 500 CX leaders from New York and beyond!

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Speakers

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

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Nitin Badjatia

Sr. Director Product Strategy, CSM

ServiceNow

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Michael Biondo

Senior VP Business Operations & Partnerships

iHeartMedia

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Tamar Cohen

VP Customer Experience

Zoetis

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Renee Hourigan

Vice President, Marketing

Victorinox Swiss Army

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Florian Jacquier

Director Consumer Engagement

Nestle

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Elisabeth Kozack

Vice President, Product Strategy & Customer Experience, Marcus by Goldman Sachs

Goldman Sachs

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Douglas Kramon

Senior Director, Fan Support & Customer Care Operations

ESPN

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Ryan Lester

Director, Customer Engagement Technologies

Bold360 by LogMeIn

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Hansen Lieu

Senior Director of Solution Marketing, Commerce

SAP

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Mark McMahill

Senior Director, UX Design

AXA Equitable Life Insurance Company

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Zac O'Neill

Customer Success Team Lead for North America

Usabilla

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Lisa Oswald

Head of Customer Service

Travelzoo.com

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Lynn Padian

CVP Retirement Marketing

New York Life Insurance Company

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Tiffany Perkins-Munn

Global Marketing | Head of Decision Sciences

BlackRock

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Lauren Pollak

Head of Customer Insights and Impact

AIG

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Rabia Qari

Vice President, Brand & Customer Strategy

Tough Mudder

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Sarah Simon

Senior Solutions Consultant

Confirmit

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Brian Strauss

Vice President Worldwide Field Engineering

Moxie Software, Inc.

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Maria Tenreiro

Director, Customer Care Center and Corporate Customer Relations

Boscov's Department Stores

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Paul Warner

Vice President - Customer and Employee Experience Strategy

Inmoment, Inc

Agenda

This event will feature insights from top executives, including

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7:30am-8:30am
Breakfast
8:30am-8:35am
Opening Remarks featuring Argyle Host

Mark McMahill
Sr. Director, UX Design
AXA Equitable Life Insurance Company

8:35am-9:10am
Opening Keynote featuring Travelzoo: "If Customers Are So Satisfied, Why Aren't They Happy?"

Despite the rapid deployment of digital service channels, analytic tools and automation, a disconnect between customer expectations and the services companies deliver continues to exist. Learn how Travelzoo is driving up customer satisfaction and building loyalty, and what you can do to close the customer service delivery gap.

Lisa Oswald
Head of Customer Service
Travelzoo.com  

9:10am-9:30am
Thought Leadership Spotlight featuring SAP: "Keys to Growing Customer Relationships that Last"

Get the insights on how to offer the ultimate customer experience. SAP asked 20,000 consumers worldwide what they actually look for when engaging with a brand - and what makes or breaks a customer experience.  Learn the keys to delivering great experiences that builds long-term customer relationships.

Hansen Lieu
Senior Director of Solution Marketing, Commerce
SAP

9:30am-9:50am
Networking Break
9:50am-10:10am
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

10:10am-10:55am
Panel Discussion: "Data's Growing Role in Deepening Knowledge About Customer Insights"

*Please note this session is off-the-record

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:

Renee Hourigan
Vice President, Marketing
Victorinox Swiss Army

Panelists:

Tiffany Perkins-Munn
Global Marketing | Head of Decision Sciences
BlackRock

Lauren Pollak
Head of Customer Insights and Impact
AIG

Sarah Simon
Senior Solutions Consultant
Confirmit

10:55am-11:15am
Thought Leadership Spotlight featuring Moxie and Boscov's: "Driving Meaningful Engagements with Guided Digital Commerce"

Brian Strauss
Vice President Worldwide Field Engineering
Moxie Software, Inc

Maria Tenreiro
Director, Customer Care Center and Corporate Customer Relations
Boscov's Department Stores

11:15am-11:35am
Networking Break
11:35am-11:55am
Thought Leadership Spotlight featuring InMoment: "Transforming your CX Program in the Boardroom and the Break Room"

Those organizations that are winning in the CX space have been able to make significant transformation in the way that people think and behave in relation to their customers. Reprogramming your corporate DNA around CX requires both senior leaders and employees to take an active role in executing on the brand promise. This presentation outlines what is required for companies to make the shift to customer centricity and ultimately win the CX space. 

Paul Warner
Vice President - Customer and Employee Experience Strategy
Inmoment, Inc

11:55am-12:40pm
Panel Discussion: "Leveraging Self-Service to Connect with the Customer"

Session topics include, but are not limited to:

  • How to put customers' needs and expectations for self-service into the context of their goals and tasks
  • How to determine what types of self-service solutions will improve customers’ perceptions of your brand
  • How to use journey maps to break down internal silos and create consistency across channels
  • The role technology plays in self-service and how to measure its impact

Moderator: 

Mark McMahill
Sr. Director, UX Design
AXA Equitable Life Insurance Company

Panelists:

Tamar Cohen
VP Customer Experience
Zoetis

Florian Jacquier
Director, Consumer Engagement
Nestle

Zac O'Neill
Customer Success Team Lead for North America
Usabilla

Lynn Padian
CVP Retirement Marketing
New York Life Insurance Company

12:40pm-1:00pm
Thought Leadership Spotlight featuring Bold360ai: "Customer Engagement: Where Do You Stack Up?"

Exceptional customer service is no longer a differentiator but a demand. The gap between what customers expect and what brands provide is continuing to widen as many organizations lack an engagement strategy that will satisfy the needs of customers in today's digital world.

To better understand what an effective digital engagement strategy encompasses, Bold360 worked with Forrester Consulting to define a Customer Engagement Maturity Model. This model serves as a blueprint for organizations to evaluate where they stand today and how they can improve. This session will walk through what businesses can learn by assessing their own customer engagement strategy and examine the common engagement gaps brands must bridge to deliver the level of service their customers expect.

Ryan Lester
Director, Customer Engagement Technologies
Bold360 by LogMeIn

1:00pm-2:00pm
Lunch
2:00pm-2:35pm
Keynote featuring Goldman Sachs: "Launching Marcus: A B2C Fintech Platform"

This session will explore the history behind Marcus and the thought process behind Goldman Sachs launching a B2C fintech program, leveraging customer centricity to build a winning product, and a brief overview of the results to date. 

*Please note, this session will be off-the-record.

Elisabeth Kozack
Vice President, Product Strategy & Customer Experience, Marcus by Goldman Sachs
Goldman Sachs

2:35pm-3:10pm
Fireside chat featuring Tough Mudder: "What Makes a Great Customer Experience"

Interviewer:

Michael Biondo
Senior Vice President Business Operations & Partnerships
iHeartMedia

Participant:

Rabia Qari
Vice President, Brand & Customer Strategy
Tough Mudder

 

3:10pm-3:25pm
Networking Break
3:25pm-4:00pm
Keynote featuring ESPN: "Hearing Our Fans On Their Terms. The ESPN Fan Experience"

Fan Experience is the sum of all interactions between a fan and ESPN, across all platforms, over time.  The fan experience also looks at things entirely from the fan’s point of view; their actions, goals, questions and barriers over time.  Taken from this perspective, there are many interaction points, or moments, where fans may be challenged moving forward in their journey.  Every fan care touch point is a moment where ESPN can strengthen our relationship with the fan and our cable streaming partners.  Innovation comes from the fan experience and that conversation is truly a gift!  Learn how ESPN Fan Support mines live contact conversation data, drives affinity analysis, and engages in social media to perform streaming “tune-in triage” all day, every day; to protect the base, grow the brand and own the fan! 

Douglas Kramon
Director of Customer Operations & Fan Support 
ESPN

4:00pm-4:10pm
Closing Remarks featuring Argyle Host

Mark McMahill
Sr. Director, UX Design
AXA Equitable Life Insurance Company

4:10pm-5:10pm
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 & App Partner

  • Thought Leadership Spotlight Partner

  • Thought Leadership Spotlight Partner

  • Thought Leadership Spotlight Partner

  • Panel & App Partner

  • Panel Partner

  • Senior Supporter Partner

  • Senior Supporter Partner

  • Senior Supporter Partner

  • Supporter Partner

  • 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.

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.

The Fitzpatrick Grand Central logo

The Fitzpatrick Grand Central

141 E. 44th Street
New York, NY 10017

Telephone: (800) 367-7701

The Fitzpatrick Manhattan logo

The Fitzpatrick Manhattan

687 Lexington Avenue
Between 56th & 57th Street
New York, NY 10022

Telephone: (212) 355-0100