Customer Experience (CX)

1 Day Meeting

CUSTOMER EXPERIENCE LEADERSHIP FORUM - New York City

Mar 12, 2020

Overview

The Argyle Group presents the CUSTOMER EXPERIENCE LEADERSHIP FORUM – New York City event, an exclusive gathering for senior-level CX and marketing executives in search of cutting-edge disruptive practices that leverage technology and digital platforms - and in turn, will transform their customer experience engagements in the age of AI and make it human, anywhere and anytime.  Hear from leaders from top brands talk about their wins, misses, and future plans – so you can return to the office as a catalyst for change with the tools, strategies and technologies that may work for your customers.

Topics of discussion will include, yet will not be limited to:

  • Creating emotional connections with users in a digital environment
  • Digital transformations impact on business growth
  • Creating trustworthy relationships with customers in the age of data privacy
  • The larger impact CX has on the business and society
  • Bridging together marketing, strategy, e-commerce, and IT to deliver best-in-class experiences

Additionally, attendees of our Customer Experience Channel live events can earn CPE Credits!

Participants of our live Customer Experience Channel events have the opportunity to earn continuing professional education (CPE) credits. CPE certificates will be awarded on a per request basis and according to NASBA standards.

Field of Study: Communications and Marketing
Level: Intermediate to Advanced
Prerequisite: None
Advanced Prep: None Needed
Delivery method: Group Live
Number of credits:  up to 6        
Refunds: Since there is no charge to attend this event, there are no refunds following registration

For inquiries as well as complaints concerning this event, you are welcome to send an email message to cpe@argyleforum.com.

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Who Should Attend

Executives, aspiring executives, and other driven professionals working in:

  • Customer Experience, Service, Happiness
  • Client Relations, Success
  • UX (User Experience)
  • Marketing
  • Product
  • Strategy
  • Digital Experience

Speakers

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

Jeremy Balkin

Jeremy Balkin

Head of Innovation

HSBC Bank USA

Todd Healy

Todd Healy

Vice President, Customer Experience

MasterCard

Martin Lange

Martin Lange

Director, Client Experience Strategy

BNY Mellon

James Woloszyn

James Woloszyn

Vice President, Worldwide Customer Advocacy

Hewlett Packard Enterprise

Agenda

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8:00am - 9:00am
Networking Breakfast
9:00am - 9:05am
Argyle Opening Remarks
9:05am - 9:40am
KEYNOTE PRESENTATION: Impactful Digital Strategies to Boost Your Customer Experience Initiatives

Over the past few years, a wide variety of digital transformation programs have been utilized to enhance, streamline, and improve business functions, and most notably, have also offered valuable CX insight and delivery. By implementing the digital tools currently available, such as AI and other powerful digital software and platforms, which are designed to analyze and predict customer behaviors, including reactive behavior, your organization can tap into new and improved CX best practices. 

In this session, your key takeaways will include:

  • Integrating AI and other digital tools to automate CX
  • Powerful predictive analytics that can be obtained via AI, on-line, off-line, and via mobile platforms
  • Utilizing AI for CX strategy and design decisions
9:40am - 10:10am
Table Talks

Join us for these intimate group peer-to-peer Table Talk discussions, whereas topics of discussion will be based upon the topics you indicated you would like to discuss further, as per your answers in Argyle’s pre-event insight survey. In these off-the-record exchanges of ideas, session attendees will have the opportunity to share their greatest challenges, pain points, and real-world decision-making efforts & solutions to said obstacles.

10:10am - 10:30am
THOUGHT LEADERSHIP: Effective VoC to Enhance CX - featuring Confirmit

Voice of the Customer (VoC) programs have become an established roadmap to delivering enriched customer experiences, engaging employees, and driving business change and growth.  However, how do you capture the VoC so to drive change and deliver powerful ROI when it has becomes harder to differentiate your business through product offerings and price?

Attend this session to learn more about:

  • Engaging research solutions that facilitates multi-channel feedback from a variety of sources and ways to collect, analyze, and react to customer, market, and employee feedback
10:30am - 11:00am
Networking Break
11:00am - 11:45am
PANEL DISCUSSION: Embracing a Mobile-First Mindset

With more than 50% of web traffic coming from mobile devices, mobile has quickly become the new standard for CX and marketing initiatives. Over the years mobile internet usage has surpassed desktop usage - and companies that develop their products and surveys using a mobile-first approach are more likely to succeed with their intended objectives.  For many consumers, it’s their first interaction with a brand and they expect your mobile website to function just as well as your desktop version.  That said, meeting, and/or exceeding those expectations is vital to earning loyal customers.

In this session, topics of discussion will include: 

  • How to effectively link your customer loyalty program with your mobile App
  • Focus on Making The Mobile Purchasing Experience Seamless. ...
  • Review of the benefits of innovative website Apps
  • Utilizing customer feedback to prioritize future engagement
11:45am - 12:05pm
THOUGHT LEADERSHIP: Ensuring Personalized Customer Experience at Scale - featuring Arm Treasure Data

Attend this session to learn more about the various technical applications that can offer your organization personalized, flexible, secure, and scalable enterprise CX.

12:05pm - 12:25pm
Networking Break
12:25pm - 1:00pm
FIRESIDE CHAT: From Boring Banking to World Class Experiences

This session will dive into Customer Experience in one of the most B2C industries ever...banking! 

Topics of discussion will include:

  • Customer experience in banking compared to other industries
  • Parterships and Collaboration with other firms to improve CX
  • Tech's impact on CX
  • The importance of putting a smile on your customer's face

Jeremy Balkin
Head of Innovation
HSBC Bank USA

 

1:00pm - 2:00pm
Networking Lunch
2:00pm - 2:35pm
KEYNOTE PRESENTATION: How a Service Design Culture Transformed CX Research at Mastercard

A lot of organizations talk about Service Design, but not all practice it. The definition of Service Design as it relates to CX is the activity of planning and organizing people, infrastructure, communication, and material components of a service in order to improve its quality. When it comes to CX, how do you establish an Enterprise, Service Design-based culture around CX Research, when the enterprise in question doesn’t allow the basic operational tenets you need?

In this session, topics of discussion will include, yet will not be limited to:

  • Building an in-house CX research capability
  • Qualities to improve a successful service
  • Scaling practices to fit larger volumes of work, competencies, and capabilities

 

Todd Healy
Vice President, Customer Experience
MasterCard

 

2:35pm - 3:20pm
ROUNDTABLE DISCUSSION: CX Program Management in the Era of Multi-Channel & Platform Communications

As CX and marketing executives, prioritizing and managing the endless forms of CX communications that come in on a daily basis can feel quite overwhelming at times.  How do you determine which platforms and channels deem your highest level of urgency – and in turn will have the greatest impact on your overall CX programs? 

In this session, we will conduct a lively group conversation regarding the below topics: 

  • Best practices to establish, implement, and maintain exceptional CX
  • Developing meaningful metrics to track your CX multi-platform and platform communications

 

3:20pm - 3:55pm
KEYNOTE PRESENTATION: Omni-Channel Solutions to Strengthen Customer Experience

As a CX leader, omni-channel is certainly a catchphrase you’re very familiar with.  By implementing an omni-channel CX approach, you’ll be able to maximize your opportunities to target your customer in the right place, and at the right time.  However, it’s important to note that all omni-channel experiences will use multiple channels, but not all multi-channel experiences are omni-channel. You can have amazing mobile marketing, engaging social media campaigns, and a well-designed website.  However, if they don't work together, it's not omni-channel.

In this session, topics of discussion will include:

  • Pain points of constantly switching between channels
  • How to best implement a variety of omni-channel solutions and platforms
  • Optimizing all touchpoints to covert, satisfy and retain
  • How to make your CX seamless, and also exceed their expectations
3:55pm - 4:00pm
Argyle Closing Remarks
4:00pm - 5:00pm
Closing Cocktail Reception

Unwind with your colleagues over cocktails and great conversation. We'll also be holding a prize drawing, and you must be present to win!

Sponsors

This event will feature insights from top executives, including

  • Thought Leadership Spotlight & App Partner

  • Thought Leadership Spotlight & App Partner

  • Senior Supporter Partner

Interested in sponsoring an event?

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

Sponsorship Information

Media partners

This event will feature insights from top media partners, including

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.