Customer Experience (CX)

1 Day Meeting

2019 Customer Experience Leadership Forum: Beyond Satisfaction, Building Loyalty

New York, NY - Mar 12, 2019

Overview

To grow in today’s saturated market, brands need to deliver exceptional experience that caters 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 now 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

 

Request Invite to this Event

We will get back to you shortly

Event RSVP





-

Speakers

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

Speaker's profile image

Carlo Crudele

Chief Customer Officer - Private Client Group

AIG

Speaker's profile image

Nitin Badjatia

Senior Director, Product Strategy

ServiceNow

Speaker's profile image

Vivek Bedi

Head of Consumer Experience Digital Products

Northwestern Mutual

Speaker's profile image

Stuart Benzal

Vice President, Omni Channel Customer Care

Hudson's Bay Company

Speaker's profile image

Shelly Chandler

Vice President, CX Consulting

Confirmit

Speaker's profile image

Kristopher Friday

Head of Solutions Consulting

Zendesk

Speaker's profile image

Roman Geyzer

Director of Product

Northwestern Mutual

Speaker's profile image

Jeffrey Parkinson

Senior Vice President, Customer Data

Dow Jones Factiva

Speaker's profile image

Rob Poach

Senior Director, Global Service Delivery

Wowza Media Systems

Speaker's profile image

Rob Rutledge

Vice President, Operations & Customer Experience

Hudson's Bay Company

Speaker's profile image

Christie Schwaikert

Executive Director, Human Capital Services

TriNet

Speaker's profile image

Brandon Singer

Managing Director, Retail Services

Cushman & Wakefield

Speaker's profile image

Tami Strumolo

Vice President, Client Success

ADP

Speaker's profile image

Abinash Tripathy

Founder and Chief Strategy Officer

Helpshift

Speaker's profile image

Brian Venuti

Vice President, Global CRM

Luxottica

Speaker's profile image

Scott Zelinski

Managing Director

Huron Consulting Group

Agenda

This event will feature insights from top executives, including

Download Agenda
7:35am - 8:35am
Breakfast
8:35am - 8:45am
Argyle Opening Remarks

Carlo Crudele
Chief Customer Officer - Private Client Group
AIG

8:45am - 9:20am
Keynote Presentation: "Co-Creating with Clients and Advisors: Building Relationships With End-Users to Ensure Satisfaction and Loyalty"

Hear from Vivek Bedi, Head of Consumer Experience Digital Products, as he explains how he works with clients and advisors at Northwestern Mutual, listens to feedback for building client needs and assists advisors. 

Vivek Bedi
Head of Consumer Experience Digital Products
Northwestern Mutual

9:20am - 9:50am
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.

9:50am - 10:10am
Thought Leadership Spotlight: "From Experience to Loyalty: Shifting Your Mindset to Serving Customers Matters"

Experiences represent a moment in time. Loyalty is enduring. Loyalty is also voluntary. Organizations that recognize the power of loyal customers see customer service as a strategic asset, not a cost center.  Building an enduring fanbase requires enabling an effortless, connected, and proactive mindset across your customer service value chain.

Nitin Badjatia
Senior Director, Product Strategy
ServiceNow

10:10am - 10:35am
Networking Break
10:35am - 10:55am
Thought Leadership Spotlight: "What Are Your Filthiest CX Habits? And How Can You Break Them?"

Shelly Chandler
Vice President, CX Consulting
Confirmit

10:55am - 11:40am
Panel Discussion: "Maximizing the Customer Experience Through Data"

Session topics include, but are not limited to:

  • Best practices when building a data-driven customer care team
  • How teams are creating new data expert roles within the team to manage call resolution, customer satisfaction, and customer retention data
  • What executives should keep in mind when they are creating an organizational infrastructure that sets in place a process to analyze and translate the data into insights
  • Providing employees and leaders with the proper technical training
  • Communicating this value to the executive team


Panel Moderator:
Jeffrey Parkinson
Senior Vice President, Customer Data
Dow Jones

Panelists:
Jeff Foley
Vice President of Marketing
Luminoso

Rob Poach
Senior Director, Global Service Delivery
Wowza Media Systems

Brian Venuti
Vice President, Global CRM
Luxottica

 

11:40am - 12:05pm
Networking Break
12:05pm - 12:25pm
Thought Leadership Spotlight: "Thinking Outside the Bot: How MoviePass Transformed its Customer Service by Doubling Down on Automation"

MoviePass is the fastest growing subscription service, ever. Growing faster than Netflix or Spotify, the MoviePass subscriber base ballooned from 20,000 to three million subscribers last spring. Unsurprisingly, the customer service team experienced a massive increase in ticket volume alongside this growth. Join this session to find out how the MoviePass team boldly tackled this challenge by betting on automation, bots and AI to enhance their agents’ productivity and ultimately increase their CSAT score.

Abinash Tripathy
Founder and Chief Strategy Officer
Helpshift

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? 


Panel Moderator:
Tami Strumolo
Vice President, Client Success
ADP

Panelists:
Kristopher Friday
Head of Solutions Consulting
Zendesk

Roman Geyzer
Director of Product
Northwestern Mutual

Brandon Singer
Managing Director, Retail Services
Cushman & Wakefield

1:10pm - 2:10pm
Lunch
2:10pm - 2:55pm
Roundtable Discussion: "Building a 360 Degree View of your Customer by Leveraging CRM"

Join us for an interactive discussion on best practices for building a 360-degree view of the customer at each stage of their journey. Attendees will learn how to identify tactics for transforming every customer interaction point across marketing, sales, service and retention to ultimately improve the customer experience, while meeting core metrics important to their business. Attendees will also learn how Fedcap Rehabilitation Services, a Manhattan based not-for-profit organization, is leveraging CRM as the backbone of this customer-centric strategy.

Lyell Ritchie
Vice President of Strategic Business Development
The Fedcap Group

And 

Scott Zelinski
Managing Director
Huron Consulting Group

2:55pm - 3:30pm
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.

Christie Schwaikert
Executive Director, Human Capital Services
TriNet

And

Tami Strumolo
Vice President, Client Success
ADP

3:30pm - 4:05pm
Fireside Chat: "Translating Legacy Service in an Omni Channel World"

Stuart Benzal
Vice President, Omni Channel Customer Care
Hudson's Bay Company

And

Rob Rutledge
Vice President, Operations and Customer Experience
Hudson's Bay Company

4:05pm - 4:10pm
Argyle Closing Remarks
4:10pm - 5:10pm
Argyle 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 & App Partner

  • Thought Leadership Spotlight & App Partner

  • Roundtable Discussion and App Partner

  • Panel & App Partner

  • Panel 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.