Customer Experience (CX)

1 Day Meeting

2019 Customer Experience Leadership Forum:
Beyond Satisfaction, Building Loyalty

Dallas, TX - Sep 11, 2019

Overview

In today’s crowded marketplace, brands are expected to deliver exceptional, consistent experiences across multiple channels. Businesses can no longer only have strictly transactional relationships with their customers, as the need to create and sustain customer loyalty is paramount to company growth and profitability. Companies rely on CX departments to harmonize the relationships between customers, their devices, and data to enhance the customer experience and keep them engaged with the brand. Gone is the era of reactive solutions to establish loyalty that sticks; you must create proactive, innovative solutions for every consumer.

At the Argyle Customer Experience Forum, you’ll hear from thought-leaders and influencers from the top brands and companies that are creating or have implemented high-level programs to improve customer interaction and establishing lasting customer loyalty.


In collaboration with our Argyle Influencers Customer Experience Advisory Board, we have designed an agenda that will touch on: 

  • How has social data changed the relationship between a customer and a brand
  • How to sustain loyal customers in the digital age
  • The importance of understanding and mapping the customer journey
  • Best practices for aligning CX and other internal stakeholders, such as IT or marketing
  • How to successfully implement machine learning and artificial intelligence technologies

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Who Should Attend

Speakers

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

Julio Badin

Julio Badin

Senior Vice President, Customer Experience

DFW International Airport

Nitin Badjatia

Nitin Badjatia

Head of Product Strategy, CSM

ServiceNow

Vidhya Balakrishnan

Vidhya Balakrishnan

Sr. Director, Software Engineering, Retail

Sabre

Shani Belisle

Shani Belisle

Director - Digital Media and Emerging Technology

AT&T

Michelle Brigman

Michelle Brigman

Customer Experience Director

7-11

Adam Carte

Adam Carte

CEO

Luminoso Technologies

Chrissy Heinke

Chrissy Heinke

Vice President, Marketing & Communications, CX

GM Financial

April Inmon

April Inmon

Director of Customer Support, North America

Lennox International

Sharlene Jenner

Sharlene Jenner

Senior Director, Digital Marketing

Vizient

Sherif Mityas

Sherif Mityas

Chief Experience Officer

TGI Fridays

Tosin Odesanya

Tosin Odesanya

SVP, Head of Digital Self-Servicing

Citi

Carolyn Pullen

Carolyn Pullen

Vice President Customer Service Operations

OneMain Financial

Rosilyn Rayborn

Rosilyn Rayborn

Vice President, Brand and Creative Services

Associa

Monica Rayburn

Monica Rayburn

Vice President, Voice of the Customer

Optum

Ben Tepfer

Ben Tepfer

Technical Evangelist for Microsoft

Adobe

Abhi Vyas

Abhi Vyas

Marketing, Digital Personalization, Analytics Leader

Verizon Wireless

Agenda

Download Agenda
8:00am-9:00am
Breakfast
9:00am-9:05am
Argyle Opening Remarks

Sharlene Jenner
Senior Director, Digital Marketing
Vizient

9:05am-9:40am
Keynote Presentation: "TGI Fridays Gets Personal - Utilizing AI to Create Personalized Guest Experiences"

A growing number of companies are using AI and machine learning to not only better understand their customers but also to create highly personalized experiences.  One of the leading pioneers in this journey is TGI Fridays.  Sherif Mityas, the restaurant brand’s Chief Experience Officer, will outline how TGI Fridays uses AI to achieve deep insight into their customers' preferences and life styles so that they can provide highly personalized and timely engagement while also empowering their team members to create outstanding guest experiences.  Sherif will also share how future technologies must integrate with the people and culture of an organization to create sustainable success and a true ROI for an organization.  Join us for this keynote session to learn:

  • - What are the key requirements from a technology, process and people perspective to drive real change within your organization
  • - How to identify your outcomes and purpose upfront to ensure you’re measuring true success
  • - What are the opportunities, challenges, and risks with advanced technologies including AI/ML – lessons learned on the journey

Sherif Mityas
Chief Experience Officer
TGI Fridays

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 featuring ServiceNow: "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: "Customer Insights vs. Customer Experience: How to Work in Harmony to Ignite Change"
Session topics include (but are not limited to):
  • What would you say is the distinction between customer insights and customer experience?
  • Do you have an insights team? How do they work with your experience team?
    • Where do you see the most struggle with this?
  • How do you efficiently use the data from your insights team to improve your CX?
  • What is the most difficult part of merging data with the customers’ experience?
  • Do you think using the customers’ data can be an invasion of privacy?
    • How are you handling the interaction of using data to make customers’ experience better without being “creepy”?

Panel Moderator: 

Sharlene Jenner
Senior Director, Digital Marketing
Vizient

Panelists: 

Vidhya Balakrishnan 
Sr. Director, Software Engineering, Retail
Sabre

Michelle Brigman
Director of Customer Experience 
7-11

Adam Carte
CEO
Luminoso

Carolyn Pullen
Vice President, Customer Service Operations
One Main Financial

11:45am-12:05pm
Thought Leadership Presented by Adobe: "Business Transformation through Customer Experience Management"

Session will discuss, the foundational pillars of Customer Experience Management (CXM) including data, content, platform infrastructure, and organizational readiness. While all of these are important, we will discuss how to best map these against the customer journey. You’ll leave this session with inspiration and next steps to help you transform your business from selling products to creating experiences.

Ben Tepfer
Technical Evangelist for Microsoft
Adobe

12:05pm-12:25pm
Networking Break
12:25pm-1:00pm
Fireside Chat: "The ROI of Customer Journey Mapping"

Chrissy Heinke
VP, Customer Experience
GM Financial 

Monica Rayburn
Vice President, Voice of the Customer
Optum

1:00pm-2:00pm
Lunch
2:00pm-2:45pm
Roundtable Discussion: "How to Effectively Drive Proactive Responses over Reactive Responses"

Sometimes it feels like all your resources and tools are deployed to react to customer challenges.  Join us in an energetic discussion as we explore successful proactive approaches that help satisfy the core needs of the customer.

Julio Badin
Senior Vice President, Customer Experience
DFW Airport

2:45pm-3:30pm
Panel Discussion: "Can a Chatbot Really Feel Your Pain? The Interaction Between Technology and Humans"
Session topics include (but are not limited to):
  • How are you building technology into your company strategy? Including CX, marketing and product feedback?
  • How are you identifying where technology can have the most value for your business?
  • If chatbots can reduce the number of questions coming into the support center, businesses can re-train their agents for new tasks. What sorts of tasks do you think agents would likely be trained to handle?
  • How did you get company buy-in to implement these solutions into your marketing mix?
  •   Are you able to establish an ROI of the customer journey?
  • Do you think customer service representatives will ever be obsolete? Why?
  • What do you think the future of technology and the customer experience is?

Panel Moderator: 

Rosilyn Rayborn
Vice President, Brand and Creative Services
Associa

Panelists: 

Shani Belisle
Director - Digital Media and Emerging Technology
AT&T

April Inmon
Director, Customer Support, North America
Lennox International

Tosin Odesanya
SVP, Head of Digital Self-Servicing
Citi

Abhinav Vyas
Marketing, Digital Personalization, Analytics Leader
Verizon

3:30pm-4:05pm
Keynote Presentation: "Effective Data Strategy - The essential ingredient to delivering customer-centric AI solutions"

It is now common knowledge that the backbone of all successful business and technology strategy is a well-grounded data strategy for the enterprise.  Companies have grappled with a holistic approach to data strategy given the complexities inherent to data and analytics.  Some of the common impediments to defining a sustainable long-term solution are

  • Lack of strong data strategy rooted in consumer priorities
  • ROI evaluation that is short-sighted (understanding direct vs indirect monetization of data)
  • No clear measure of success that builds incrementally upon stated vision
  • ‘Not-so-fit for purpose’ platform choices
  • Challenges in access to curated data for functional SMEs for rapid prototyping
  • Not investing in the right combination of talent – perhaps the most critical need

Vidhya Balakrishnan
Sr. Director, Software Engineering, Retail
Sabre

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

Sponsors

This event will feature insights from top executives, including

  • Thought Leadership Spotlight & App Partner

  • Thought Leadership Spotlight & App Partner

  • Panel & App Partner

  • Senior Supporter Partner

  • Senior Supporter Partner

Interested in sponsoring an event?

Speak to one of our dedicated sponsorship teams sponsorship@argyleforum.com

Sponsorship Information

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.