Customer Experience (CX)

Think Tank:

2018 Customer Experience Think Tank: Driving Business in the Age of Digital Customer Support

Seattle, WA - Dec 06, 2018


As the face of their organization, customer support departments are tasked with driving their business through the success of quality experiences and satisfied customers. However, leading executives know all too well that digital transformation has radically changed best practices for customer success. With new technology in place, customers are taking advantage of digital resources while businesses work towards updating their strategies to drive their business forward. Customer experience executives are taking the wheel, and there is no turning back. 

It’s time to drive your business from the frontlines. Join Argyle, in partnership with Zendesk, in our 2018 Customer Experience Think Tank: Driving Business in the Age of Digital Customer Support. During the breakfast we’ll discuss: 

• How digital transformation has “changed the game” for the customer experience and its impact on business growth 
• Which new tech trends are helping to drive businesses and best practices for how they’re being implemented 
• What it means to help drive a business on the front lines and new tactics for overall success in customer support 
• How leaders are partnering with finance executives to help goals and evaluate ROI for newly implemented customer experience strategies

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Melissa Chapman

Director of Operations

CVS Health

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Aaron Davis

Sr Director, Technology, Data & Intelligence


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Steven Yan

General Manager, Zendesk Connect



This event will feature insights from top executives, including

Download Agenda
9:00am - 9:30am
Networking Breakfast
9:30am - 9:35am
Argyle Opening Remarks
9:35am - 9:40am
Participant Introductions
9:40am - 10:00am
Zendesk Remarks
10:00am - 10:40am
Panel Discussion

1. How has your customer experience department and team been affected by digital transformation?

  • Please share either positive or negative experiences and why.

2. How has transformation “changed the game” for your customer experience strategies?

  • What impact have your newly developed strategies had on customers and overall business growth?

3. What does it mean to help drive a business on the front lines through customer experience?

  • What success stories can you share from in driving better business outcomes through customer support?

4. Which new tech trends are helping to drive businesses and best practices and how they being implemented into customer experience?

  • What effect does new technology having on your customers?
  • What effect does new technology have on your team?

5. How are you partnering with finance executives to help achieve goals and evaluate ROI for newly implemented customer experience strategies?

  • Is the collaboration between CX and CFO a new partnership within your organization?

6. A loyal, happy customer is your organization’s number one asset. How are you portraying this to the other executives within your organization?

  • How are you earning your seat in the boardroom?
  • How can other executives do the same?
10:40am - 10:50am
Coffee Break
10:50am - 11:50am
Interactive Roundtable Discussions

1. What is digital transformation to you, your organization, and your customer experience department?

  • How has digital transformation affected how you look at the customer experience?

2. Explain how your customer experience strategies have evolved to best fit the needs of customer demands.

  • What are key focus points for you and your team when evaluating your strategies to help drive business?

3. How have you adapted to innovative technology and how are you best implementing it into your practices?

  • How have you partnered with IT executives to gain a better understanding of the technology you are implementing?
  • What new technology is the most influential to your practices and why? (ex: AI, machine learning, IoT, cloud)

4. What skillsets are you looking for in your employees, specific to your organization, as you work to drive success?

  • How is this affecting your hiring process?
  • What skills are now important for your role as a CX executive?

5. How are you specifically working to drive success within your business? 

  • How are you working to earn a seat in your organization's boardroom?
  • What departments are you working with to best drive your organization forward?

6. How are you collaborating with executives from all departments to ensure business success within your organization as you continue to progress through the digital revolution?

11:50am - 12:00pm
Key Takeaways & Summation

*Please note, the agenda is subject to change

The information, views, and opinions expressed by speakers and other participants at our conferences are those of the individual and do not necessarily reflect the views and opinions of Argyle.

Argyle, its directors and officers, do not guarantee that any information provided by a speaker or other participant is accurate or complete and Argyle does not endorse any opinions that may be presented.


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This event will feature insights from top executives, including

Event Partner

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. More than 107,000 paid customer accounts in over 160 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at

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