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

Join Us at this Event

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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

Meredith Binder

Meredith Binder

Chief Marketing Officer

S&P Global Market Intelligence

Holly Carter

Holly Carter

Director of Product Marketing

Confirmit

Claude Elie

Claude Elie

CIO Design Research and Analytics Lead

IBM

Colleen Fitzgerald

Colleen Fitzgerald

VP, Partner Marketing

Pandora

Todd Healy

Todd Healy

Vice President, Customer Experience

MasterCard

Michael Hoffman

Michael Hoffman

Director of Ecommerce & Customer Service

Rainbow Apparel Co

Nikita Kawdiya

Nikita Kawdiya

Director Product Management

Prudential Financial

Martin Lange

Martin Lange

Director, Client Experience Strategy

BNY Mellon

Jessica Larson

Jessica Larson

Head of CX Strategy, Technology

American Express

Jim McKeown

Jim McKeown

VP of Customer Experience & Mobility

Selective Insurance

Tiffany Perkins-Munn

Tiffany Perkins-Munn

Managing Director

BlackRock

Steven Tsao

Steven Tsao

Digital Marketing Futurist

ARM Treasure Data

Matt Wilson

Matt Wilson

VP of Experience and Quality

Altice USA

James Woloszyn

James Woloszyn

Vice President, Worldwide Customer Advocacy

Hewlett Packard Enterprise

Agenda

Download Agenda
7:45am - 8:45am
Networking Breakfast
8:45am - 8:50am
Argyle Opening Remarks
8:50am - 9:25am
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
9:25am - 9:55am
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.

9:55am - 10:15am
THOUGHT LEADERSHIP: Proving the Value of Customer Experience to the Business - featuring Arm Treasure Data

Beyond products, services and price, companies today are competing on delivering a memorable and predictable customer experience. Competing on CX involves investments in technology, systems integration, and channel harmonization and it requires investments and proper allocation of resources. Attend this session to learn:

  • How valuable customer experience is compared to other investments
  • What aspects of customer experience are most important to consumers
  • How to calculate the value of a superior customer experience to your organization
Steven Tsao
Digital Marketing Futurist
ARM Treasure Data

 

10:15am - 10:45am
Networking Break
10:45am - 11:30am
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

Moderator:
Colleen Fitzgerald
VP, Partner Marketing
Pandora

Panelists:
Michael Hoffman
Director of Ecommerce & Customer Service
Rainbow Shops

Nikita Kawdiya
Director, Product Management
Prudential Financial

Matt Wilson
Vice President, CX and Process Engineering
Altice USA

Jim McKeown
VP of Customer Experience & Mobility
Selective Insurance

 

 

11:30am - 11:50am
THOUGHT LEADERSHIP: The CX Skills Revolution - Are you Ready? - featuring Confirmit

CX teams are having a tough time. Our latest state of the nation survey suggests that CX programs are still struggling to make an impact on the business. This can’t go on. It’s time for a CX revolution.

But what will drive the revolution?

Like any revolution – it’s about people. More specifically, the skills you have in your CX team.

In this presentation, Holly Carter, Director of Product Management will share the results of the new research, and highlight ways for CX professionals to really make their mark. Holly will set the stage with a look at how the world of CX looks for 2020, and focus on how CX professionals can break out of the box and drive real business change.

Join Holly to learn:

  • The key skills you need in your team (spoiler alert – it’s not all analytics!)
  • How to use those skills to have an impact across the business
  • Ways to engage with teams across the business so CX is at the heart of decision-making

Holly Carter
Director of Product Marketing
Confirmit

11:50am - 12:10pm
Networking Break
12:10pm - 12:45pm
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

Jessica Larson
Head of CX Strategy, Technology
American Express

 

12:45pm - 1:05pm
THOUGHT LEADERSHIP: featuring Usabilla
1:05pm - 2:05pm
Networking Lunch
2:05pm - 2:40pm
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

 

2:40pm - 3:25pm
ROUNDTABLE DISCUSSION: Taking a Journey-Centric Approach to Act on Your Customer's Behalf

As CX and marketing executives, you know that an exceptional customer experience can lift your brand and lead to growth.  However, building engagement across the organization to put the customer at the center of your strategy can sometimes feel like pushing a boulder up a hill.  How do you rally your entire organization to embed a client-first perspective within their workflows?  Hear how S&P Global Market Intelligence took a journey-centric approach to ACT on their customers’ behalf and deliver superior customer experience:

  • Analyze and adapt: define and measure your most important customer experience interactions and build on your strengths
  • Create culture: gain internal buy-in from all functions and set goals that put that customer at the center of your strategy
  • Talent and technology: balance your resources of humans and machines for the highest quality customer touchpoints

Meredith Binder
Chief Marketing Officer
S&P Global Market Intelligence

3:25pm - 4:00pm
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
4:00pm - 4:05pm
Argyle Closing Remarks
4:05pm - 5:05pm
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

  • 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.