CIO WEBINAR: Staying Relevant in a Fast-Changing Infrastructure
Webinar
1 Day Meeting
Apr 09, 2019
To grow in today’s crowded market, brands need to deliver exceptional experiences that cater to customers’ wants and needs, while delivering products and services in the right channel at the right time. With advancements in digital transformation, businesses can no longer operate transactional relationships: rather, to develop loyalty, they need to rely on more complex interactions between humans, devices, and data. The growing role of CX executives is changing: once contributing to transformation, they must lead the effort, use the insights gathered by customers to identify new business opportunities, create unique experiences to gain market share, and grow revenue.
The Argyle Customer Experience Forum will dig into the approaches needed to improve experiences and help leaders identify which tools, processes, and data can create a frictionless customer journey. Emphasis will be placed on consumer interaction, creating unified experiences, data strategy, and organizational leadership.
In collaboration with our Argyle Influencers Customer Experience Advisory Board, we have designed an agenda that will touch on:
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Sami Nuwar
Vice President of Customer Experience Strategy
American Bath Group
Hear from Tony Drummond of Cox Automotive as he discusses his game plan for customer success, pulling from case studies and finance and business metrics.
Tony Drummond
Vice President, Client Experience
Cox Automotive
*This session is off the record.
We will present highlights and key findings from our pre-event insights survey to share with you the challenges, pain points and decision-making behaviors shared among your peers.
Artificial intelligence and chatbots are opening up new opportunities for organizations to deliver richer customer experiences than ever before. But before brands jump in, they’re eager to understand how to integrate AI technology into their current processes and workflows, and best practices for success.
In this session, we’ll discuss best practices for integrating chatbots into your customer experience, including:
Akhil Talwar
Senior Manager, Bold360 Products
LogMeIn
Session topics include, but are not limited to:
Moderator:
Sarah Stansberry
Interim CMO
Equifax
Panelists:
Seda Pazarbasi
Managing Director, Marketing Insights, Analytics & Digital Optimization
American Cancer Society
Salim Sitafalwalla
Director, Consumer and Competitive Insights
AT&T
Doug Stover
Vice President, Global Patient Experience
UCB
Customer service is your true loyalty program. Loyalty reflects enduring trust, and is based on delivered outcomes. To compete today, customer service must be more than an activity, and bigger than a department. Companies that recognize this make customer service a team sport. In this session, we’ll discuss how to embed workflows that naturally enable customer loyalty.
Nitin Badjatia
Senior Director, Product Strategy
ServiceNow
Session topics include, but are not limited to:
Moderator:
Lee Watts
Chief Marketing Officer
Smith Gambrell & Russell
Panelists:
Darren Holland
Sr. Director of Operations
Cox Communications
Sami Nuwar
Vice President of Customer Experience Strategy
American Bath Group
Charlie Sullivan
Global Head of Commercial Operations
Travelport Limited
Join us for an interactive discussion as we hear from a CX leader on best practices for encouraging organizations as a whole to put the customer first, and then get involved as the audience participates in roundtable discussions and presents their own experiences and solutions.
Michael Hadden
VP, Customer Service
E*TRADE
*This session is off the record.
Hear from female CX executives on their experience in leadership and what the barriers are for women seeking to break the glass ceiling.
Sarah Stansberry
Interim CMO
Equifax
Tonya Webster
Vice President, Customer Experience & Operations
Comcast
Interviewed by:
Todd Brown
VP, Global Marketing Initiatives
Equifax
How much of Customer Experience comes down to simple communication? Or the lack thereof. With 30 years of Public Relations and Corporate Communications Experience, Martha Craft has found that it’s a lot, and communication happens during every moment of interaction. Even when you don’t think it’s happening. How much longer before my food comes? When will the doctor be here? Why is my flight delayed? All returns must be made within 14 days of purchase. Absolutely no returns without a receipt. Please hold. Yikes! Everything your brand does communicates to your customers. Is it what you want?
Martha Craft
Former VP, Customer Experience
Rollins
Sami Nuwar
Vice President of Customer Experience Strategy
American Bath Group
This event will feature insights from top executives, including
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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.
