Customer Experience (CX)

1 Day Meeting

2019 Customer Experience Leadership Forum: Beyond Satisfaction, Building Loyalty

Chicago, IL - Jun 12, 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

Patrice Varni

Patrice Varni

Former Chief Customer Officer

Correlle Brands

Nitin Badjatia

Nitin Badjatia

Head of Product Strategy, CSM

ServiceNow

Amit Bhardwaj

Amit Bhardwaj

Former VP, Customer Experience and Enterprise Analytics

Fred's

Jeff Foley

Jeff Foley

Vice President of Marketing

Luminoso

Jerri Helms

Jerri Helms

Sr. Director, Digital Marketing Initiatives

HarperCollins Christian Publishing

Meeta Kratz

Meeta Kratz

VP, Marketing and eCommerce Workplace Safety Division

Brady Corporation

Lauren La Marche

Lauren La Marche

Director, Marketing and Communications - NA

Goldwind Americas

Kelly Mahoney

Kelly Mahoney

Senior Director of Customer Marketing

Ulta Beauty

Laurel Miltner

Laurel Miltner

Head of Digital Strategy, America

JLL

Sanjay Monga

Sanjay Monga

VP of Marketing and Customer Experience

Zurich North America

Adebayo Onigbanjo

Adebayo Onigbanjo

Senior Director, Business Operations Transport Intelligence

GE Transportation

Jerry Pasierb

Jerry Pasierb

VP, Retail Lending Customer Experience

PNC Financial Group

Juliane Pearson

Juliane Pearson

Director of Customer Experience

Blue Cross Blue Shield

Mark Ratekin

Mark Ratekin

Director, CX Consulting

Confirmit

Todd Unger

Todd Unger

Chief Experience Officer and SVP of Physician Engagement

American Medical Association

Cindy Welsh

Cindy Welsh

VP, System Adult Critical Care

Advocate Health Care Network

Agenda

This event will feature insights from top executives, including

Download Agenda
8:00am - 9:00am
Breakfast
9:00am - 9:05am
Argyle Opening Remarks
9:05am - 9:40am
Keynote Presentation: "The Changing Face of Loyalty: How Ulta Beauty Cultivates Long-Term Emotional Loyalty"

Join Kelly Mahoney, Senior Director of Customer Marketing at Ulta Beauty, as she explores the challenging statement on the minds of CX executives: How do you grow profitability through long-term emotional loyalty? She will  discuss how Ulta Beauty is evolving from  transactional loyalty to emotional loyalty by creating seamless experiences across the customer journey.


Kelly Mahoney
Senior Director of Customer Marketing
Ulta Beauty

*This session is off the record

9:40am - 10:10am
Table Talks

Our host 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. We will then break into roundtables to discuss these findings further.

10:10am - 10:30am
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
Head of Product Strategy, CSM
ServiceNow

10:30am - 11:00am
Networking Break
11:00am - 11:45am
Panel Discussion: "Improving the Digital Customer Experience"
  • Better understanding what your customer needs
  • Translating data into actionable consumer insights and better decision making
  • Tactics for discovering, segmenting, targeting and engaging consumers 
  • Making an impact on the business through data

Moderator: 
Jerri Helms
Sr. Director, Digital Marketing Initiatives, Marketing Operations
HaperCollins Christian Publishing

Panelist:
Cindy Welsh
VP, System Adult Critical Care
Advocate Healthcare Network

Laurel Miltner
Head of Digital Strategy
JLL 

Jeff Foley
Vice President of Marketing
Luminoso

Sanjay Monga
VP, Marketing and Customer Experience
Zurich NA

11:45am - 12:10pm
Networking Break
12:10pm - 12:55pm
Panel Discussion: "Market Driven CX Leadership"
  • How is the role of the customer experience leader evolving?
  • Are you looking to your customers to influence the technology changes in your organization? 
  • How are social media outlets changing the customer experience and creating a modern day contact center?
  • Who are the disruptors in your industry or other industries that you are looking to as models of a great customer experience?
  • What does the future hold for the customer care industry?

Moderator: 
Lauren La Marche
Director, Marketing and Communications - North America
Goldwind Americas

Panelist:

Meeta Kratz
VP, Marketing and eCommerce, Workplace Safety Division
Brady Corporation

Mark Ratekin
Director, CX Consulting
Confirmit

Adebayo Onigbanjo
Senior Director, Business Operations Transport Intelligence
GE Transportation

Jerry Pasierb
VP, Retail Lending Customer Experience
PNC Financial Group

12:55pm - 1:55pm
Lunch
1:55pm - 2:40pm
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.

Amit Bhardwaj
Former VP, Customer Experience & Enterprise Analytics
Fred's

2:40pm - 3:15pm
Fireside Chat: "Understanding and Enabling Customer Success"

Hear from two customer experience experts as they discuss what the key business impacts and customer outcomes that should be measured, and how best to approach this. Learn more about their process for determining which metrics are valuable and which are misleading in understanding ROI.

Juliane Pearson
Director of Customer Experience
Blue Cross Blue Shield

3:15pm - 3:50pm
Keynote Presentation: "Digital Re-Boot: The American Medical Association's Rx for Growth"

Todd Unger, the American Medical Association CXO, presents a case study on the AMA’s Digital Transformation. Todd will detail how the AMA has leveraged technology and digital platforms to transform their customer experience in just under two years.

He will present the case study in the context of a productive disruptor, a new breed of digital leaders who can turn a bold digital vision into reality fast, shift a culture toward speed and innovation and break rules without driving the organization off the rails. Topics that will be discussed include getting the C-Suite on board with change, the importance of segmentation, messaging, and the customer journey among other anecdotes.

3:50pm - 4:10pm
Wrap-Up Panel

Join our Argyle MC as we wrap up the day with some of our featured speakers to discuss key takeaways and any additional audience Q&A. 

4:10pm - 4:15pm
Argyle Closing Remarks
4:15pm - 5:15pm
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

  • Panel & App Partner

  • Panel Partner

  • Breakout Session Partner

  • Senior Supporter 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.