Customer Experience (CX)

1 Day Meeting

2019 Customer Experience Leadership Forum: Beyond Satisfaction, Building Loyalty

Atlanta, GA - Apr 09, 2019

Overview

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: 

  • The importance of understanding and mapping the customer journey
  • How to successfully implement machine learning and artificial intelligence technologies
  • How consumer data can inform CX strategy
  • Best practices for aligning CX and other internal stakeholders, such as IT or marketing
  • How to measure the impact of the customer experience on business outcomes

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Speakers

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

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Nitin Badjatia

Senior Director, Product Strategy

ServiceNow

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Todd Brown

VP, Global Marketing Initiatives

Equifax

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Martha Craft

Former VP Customer Experience

Rollins

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Tony Drummond

Vice President, Client Experience

Cox Automotive

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Michael Hadden

VP, Customer Service

E*TRADE Financial Corporation

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Darren Holland

Sr. Director of Operations

Cox Communications

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Sami Nuwar

Vice President of Customer Experience Strategy

American Bath Group

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Seda Pazarbasi

Managing Director, Marketing Insights, Analytics & Digital Optimization

American Cancer Society

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Salim Sitafalwalla

Director, Consumer & Competitive Insights

AT&T

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Sarah Stansberry

Interim CMO

Equifax

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Doug Stover

Vice President, Global Patient Experience

UCB

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Charlie Sullivan

Global Head of Commercial Operations

Travelport Limited

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Akhil Talwar

Senior Manager, Bold360 Products

LogMeIn

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Lee Watts

Chief Marketing Officer

Smith Gambrell & Russell

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Tonya Webster

Vice President of Customer Experience & Operations

Comcast

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

Sami Nuwar
Vice President of Customer Experience Strategy
American Bath Group

9:10am - 9:45am
Keynote Presentation: "The Unstoppable Customer Experience"

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. 

9:45am - 10:15am
Table Talks

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.

10:15am - 10:35am
Thought Leadership Spotlight: "AI for CX: Lessons Learned and Best Practices for Success"

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:

  • Lessons learned and how to avoid common chatbot mistakes
  • Ways to measure the success and effectiveness of chatbots
  • Examples of “good” and “bad” AI-driven customer experiences


Akhil Talwar
Senior Manager, Bold360 Products
LogMeIn

10:35am - 11:00am
Networking Break
11:00am - 11:45am
Panel Discussion: "Improving the Digital Customer Experience"

Session topics include, but are not limited to:

  • Making an impact on the business through data
  • Better understanding what your customer needs
  • Translating data into actionable consumer insights and better decision making
  • Tactics for discovering, segmenting, targeting and engaging consumers

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

11:45am - 12:05pm
Thought Leadership Spotlight: "Loyalty and the Long Now of Customer Service"

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

12:05pm - 12:25pm
Networking Break
12:25pm - 1:10pm
Panel Discussion: "Leveraging Self-Service to Connect with the Customer"

Session topics include, but are not limited to:

  • Where to start? Creating your self-service vision, strategy & plan.
  • What role does technology play in successful self-service? Which technologies can you use to increase relevance and reduce effort for customers
  • Best practices for creating effortless and robust self-service experiences for your customers
  • Understanding your customer as they interact with your company online
  • Which metrics matter?  How can you measure and quantify success? 

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

1:10pm - 2:10pm
Lunch
2:10pm - 2:45pm
Roundtable Discussion: "Keeping Customers Top-of-Mind"

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. 

2:45pm - 3:20pm
Fireside Chat: "Breaking the Glass Ceiling: Women in Leadership"

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

3:20pm - 3:55pm
Keynote Presentation: "Speak to Me! A Five-Star Customer Experience begins with Five-Star Communication"

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

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

Sami Nuwar
Vice President of Customer Experience Strategy
American Bath Group

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 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.