Customer Experience (CX)

1 Day Meeting

CUSTOMER EXPERIENCE LEADERSHIP FORUM - San Francisco

Feb 27, 2020

Overview

The Argyle Group presents the Customer Experience Leadership Forum - San Francisco, 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 their future plans – so you can return to the office as a catalyst for change with the tools, strategies and technologies that will work for your customers.

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

  • Customer needs, technical obstacles, and emotions & thought process throughout every interaction and touch point
  • Automating processes without automating relationships
  • Mapping out your digital customer journey
  • Delivering consistent experiences on-line, off-line, and via mobile platforms
  • Creating trustworthy relationships with customers in the age of data privacy

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

LaSandra Brill

LaSandra Brill

Head of Digital Experience & Activation

NVIDIA

Anne Cramer

Anne Cramer

Director of Customer Experience

Delta Dental of California

Brook Eaton

Brook Eaton

Sr. Director, Product Management

Fossil

Lexi Emmons

Lexi Emmons

Sr. Director, Customer Experience

Bright Horizons

Kelly Hendricks

Kelly Hendricks

Area Vice President, Global Customer Service

Verizon

Karen Jackson

Karen Jackson

Vice President of Customer Experience

Prologis

Bob McGinn

Bob McGinn

Director CX Consulting

Confirmit

Paul Price

Paul Price

Group Chief Executive Officer

Argyle

Mark Reynolds

Mark Reynolds

Vice President, Global Customer Operations

Digital Realty

Joseph Tischbern

Joseph Tischbern

Director of Talent Development & Engagement

Smart & Final

Tom Treanor

Tom Treanor

Global Head of Marketing

Arm Treasure Data

Agenda

Download Agenda
8:00am - 9:00am
Networking Breakfast
9:00am - 9:05am
Argyle Opening Remarks
9:05am-9:40am
KEYNOTE PRESENTATION: Implementing Omni-Channel Solutions to Strengthen Customer Experience

As a CX leader, omni-channel is certainly a buzzword you’re very familiar with. By adopting an omni-channel CX approach, you’ll be able to maximize your opportunities to meet 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 touch points to covert, satisfy and retain
  • How to make your CX seamless, and also exceed their expectations
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 - 10:30 am
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
Tom Treanor
Global Head of Marketing
ARM Treasure Data
10:30am - 11:00am
Networking Break
11:00am - 11:45am
PANEL DISCUSSION: Above & Below the Surface CX

Let’s be honest, happy and unhappy customers are quite similar. When you take away the actual use of your product or service, what they want from your brand on a CX basis is simple, and that is: empathy, sincerity, and a personal touch - which in turn makes them feel you respect and value them as customers, and most especially, as people. Creating a personal touch CX culture is quite straight forward and easy to train, but how do you train CX teams to have empathy and be sincere, and are these traits that can be taught?

In this session, topics of discussion will include:

  • How to effectively recruit, train, and retrain a CX workforce with a strong sense of empathy, sincerity, and personal touch skill sets
  • Brands that possess the above CX model and the rewards of doing so as it relates to customer loyalty and brand forgiveness
  • Identifying the “small touches”, as it relates CX empathy, sincerity, and the personal touch – and is saying “Have a nice day.” enough these days - and how far can you extend the above before it comes across as script vs. sincerity?

Moderator:

Mark Reynolds
Vice President, Global Customer Operations
Digital Realty

 

Panelists:

Brook Eaton
Sr. Director, Product Management
Fossil

Anne Cramer
Director of Customer Experience
Delta Dental of California

Joseph Tischbern
Director of Talent Development & Engagement
Smart & Final

LaSandra Brill
Head of Digital Experience & Activation
NVIDIA

 

11:45am - 12:05pm
THOUGHT LEADERSHIP: AI to Analyze & Predict Customer Behavior

Across a wide variety of industries, AI has been utilized to enhance, streamline, and improve business functions, and most notably, has also offered valuable business insight. And within the CX space, AI has been used for many years to analyze and predict customer behaviors, including reactive behavior. That said, by integrating your CX processes with AI tools, you are able to be one step ahead of what your customers may need from your brand on a CX basis, as well as are able to develop new, and/or improved CX strategies to ensure even better CX in the future.

In this session, your key takeaways will include:

 

  • Integrating AI to automate CX, yet not automate CX relationships
  • Powerful predictive analytics that can be obtained via AI, on-line, off-line, and via mobile platforms
  • Utilizing AI for CX stratey and design decisions
  • How a variety of AI platforms can refine and improve your CX programs in real-time

 

12:05am - 12:25pm
Networking Break
12:25pm - 1:00 pm
FIRESIDE CHAT: Efficient Metrics to Enhance Customer Experience

As CX leadership, effectively measuring your customer experience is of course paramount. Fortunately you have a wide variety of tools available to measure key customer metrics including satisfaction, effort, emotion, and NPS. You’re certainly highly versed at identifying the metrics that provide your organization with accurate and efficient information, to avoid driving incorrect data. And yes, your high satisfaction scores and numbers may be high, but is your customer experience improving? Attend this session to learn more!

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

  • Measurements your organization currently utilizes–and where to go from there?
  • Ensuring metrics are aligned with improved customer experience
  • Effective measurements to implement for success

 

Kelly Hendricks
Area Vice President, Global Customer Service
Verizon
1:00pm - 2:00pm
Networking Lunch
2:00pm - 2:35pm
KEYNOTE PRESENTATION: Ensuring Your Brand's CX Values & Messaging Aren't Being Lost in Translation at your Offshore Contact Centers

With so many customer Contact Centers based overseas, ensuring your brand’s CX integrity and communication standards are upheld can be quite challenging. Yes protocols are put in place. However, to ensure said practices are implemented and communicated as per the global market language and cultural norms, it’s imperative to work very closely with your offshore CX partners so to avoid costly mistakes that could occur due to lost in translation matters.

By attending this session, you will learn more about:

  • How to effectively work with offshore customer Contact Center management teams
  • Training and retraining offshore customer Contact Center Representatives
  • Technology software and other tools that will help you monitor and do performance reporting on a variety ofyour overseas outsourced CX operations

 

2:35pm - 3:20pm
ROUNDTABLE DISCUSSION: Doing the 'Right' Thing versus Doing Things Right to Deliver Exceptional Experiences

Key Takeaways

  • Outline the current customer trends driving ever increasing expectations around CX
  • Create heightened awareness of the subtle, but significant distinction between doing things right and doing the ‘right’ thing
  • Identify the 5 key critical success factors to deliver exceptional CX – (The roundtable questions will revolve around these 5 elements and the answers will serve to inform the debrief on lessons learned and best practices across the various companies and industries at the event)
  • Share lessons learned and best practices from the transformation from being company centric to customer centric

 

Karen Jackson
Vice President, Customer Experience
Prologis
3:20pm - 3:55pm
KEYNOTE PRESENTATION: Effective Strategies to Combat Negative Social Media CX Complaints

In today’s society whereas just one negative CX social media complaint has the potential to go viral and cause great harm to your B2C company, brands need to take a pro-active approach to how to effectively monitor and manage their social media footprint. Furthermore, strategies must be in place to combat further damage should such an incident occur.

In this session, topics of discussion will include:

 

  • Best practices to ensurea a CX social media complaint is addressed appropriately and in a timely manner

  • Damage control messaging

  • How a negative social media CX complaint can be turned around, perhaps even open up an untapped opportunity to increased brand awareness, that is, if done so properly – yes, believe it or not, it is possible to turn lemons into lemonade!

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

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.