Customer Experience (CX)

1 Day Meeting

2019 Customer Experience Leadership Forum: Beyond Satisfaction, Building Loyalty

Atlanta, GA - 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: 

  • 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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Neal Berg

VP, UX Innovation & CX Transformation


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Tony Drummond

Vice President, Client Experience

Cox Automotive

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Gary Hasty

Director Strategy and Innovation


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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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Melanie Rosdahl

Director, Engagement, Experience, and Volunteer Services

Emory Healthcare

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Doug Stover

Vice President, Global Patient Experience


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Charlie Sullivan

Global Head of Commercial Operations

Travelport Limited


This event will feature insights from top executives, including

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

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 featuring 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
11:45am - 12:05am
Thought Leadership Spotlight featuring ServiceNow
12:05am - 12:25am
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? 
1:10pm - 2:10pm
2:10pm - 2:45pm
Fireside Chat: "Breaking the Glass Ceiling: Women's Role in the C-Suite"

Hear from female CX executives on their experience in the C-Suite and what the barriers are for women seeking to break the glass ceiling.

2:45pm - 3:30pm
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.

3:30pm - 4:05pm
Keynote Presentation: "CX Journey Analytics: Emerging Platforms for Measuring CX in Realtime"

Neal Berg
VP, UX Innovation & CX Transformation

4:05pm - 4:10pm
Argyle Closing Remarks
4:10pm - 5:10pm
Closing Reception


Interested in sponsoring an event ?

Speak to one of our dedicated sponsorship teams

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.