Customer Experience (CX)

1 Day Meeting

2019 Customer Experience Leadership Forum: Beyond Satisfaction, Building Loyalty

San Francisco, CA - May 01, 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; and 
  • 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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Kelly Hendricks

AVP, Global Client Services

Verizon

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Michele Anderson

SVP, Retail

Shutterfly

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Nitin Badjatia

Head of Product Strategy, CSM

ServiceNow

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Jennifer Borchardt

Director, Omnichannel Experience - Wealth Management

US Bank

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Des Cahill

VP, Chief Marketing Officer, CX Oracle

Oracle

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Shelly Chandler

VP, Customer Experience Consulting, Americas

Confirmit

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Ying Chen

Chief Product Officer

Luminoso

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Brook Eaton

Sr. Director, Product Management

Fossil

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Denae Fernandez

Director, Customer Success

First DataBank

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Adam Ganzell

Director of Customer Relations

Pulte Group

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Kuntal Maya Goradia

Director, CX Analytics and Experimentation

PayPal

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Gerald Hastie

Global Director of Student Support

Masterclass

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Brandon McGovern

Director of Customer Experience, Home Printing Solutions

HP

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Swati Mehta

Director of Quality & Performance, Patient Experience

Viuity

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Dana Percoco

Assistant Vice President - Wealth Management Services

Wells Fargo

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Jared Stivers

Director, Customer Retention

ModCloth

Agenda

This event will feature insights from top executives, including

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7:50am - 8:50am
Breakfast
8:50am - 9:00am
Argyle Opening Remarks
9:00am - 9:35am
Keynote Presentation: "Customer Loyalty - Lessons from the world of Healthcare"

Swati Mehta
Director of Patient Experience
Vituity 

9:35am - 10:05am
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.

10:05am - 10:25am
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
10:25am - 10:50am
Networking Break
10:50am - 11:10am
Thought Leadership Spotlight: "The Value of Time in the Experience Economy"

We’ve arrived at a moment in Customer Experience evolution, in which a customer’s experience with your brand is just as important, if not more so, than the good or service you provide. We call this the Experience Economy. In the Experience Economy, customers expect interaction to be perfectly timed and personalized specifically to them. They are immune to sales pitches, will shop and transact anywhere at any time, and expect problems to fix themselves. They have limited attention spans and are very protective of their time. If we share our customers’ value of time, then our only goal should be to design experiences that consume less of it and simultaneously are rich and satisfying. We must empower whoever gets to the customer first—marketing, commerce, sales, or service. Together, we can deliver legendary experiences that are worth every second.


Des Cahill
VP, Chief Marketing Officer, Oracle CX
Oracle

*Please note: This session will be off the record.

11:10am - 11:55am
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:
Kelly Hendricks
AVP, Global Client Services
Verizon

Panelists:
Ying Chen
Chief Product Officer
Luminoso

Kuntal Goradia
Director, CX Analytics & Experimentation
PayPal

Gerald Hastie
Global Director of Student Support
Masterclass

11:55am - 12:15pm
Networking Break
12:15pm - 1:00pm
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: 
Jared Stivers
Director, Customer Retention
ModCloth 

Panelists:
Brook Eaton
Sr. Director, Product Management
Fossil

Denae Fernandez
Director, Customer Success
First DataBank

Adam Ganzell
Director of Customer Relations
Pulte Group

Shelly Chandler
VP, Customer Experience Consulting, Americas
Confirmit

1:00pm - 2:00pm
Lunch
2:00pm - 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.

Brandon McGovern
Director of Customer Experience, Home Printing Solutions
HP

2:45pm - 3:20pm
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.

Jennifer Borchardt
Director, Omnichannel Experience & Strategy - Wealth Management
US Bank 

Dana Percoco
AVP, Wealth Management Services
Wells Fargo

3:20pm - 3:55pm
Keynote Presentation: "How and Why Shutterfly is Using Machine Learning to Personalize Customer Experiences"

Michele Anderson
SVP, Retail
Shutterfly

3:55pm - 4:00pm
Argyle Closing Remarks
4:00pm - 5:00pm
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

  • 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.