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

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

Dann Allen

Dann Allen

Client Experience Executive

Union Bank

Brooke Baldwin

Brooke Baldwin

UX Research Lead

Whatsapp

LaSandra Brill

LaSandra Brill

Head of Digital Experience & Activation

NVIDIA

Anne Cramer

Anne Cramer

Director of Customer Experience

Delta Dental of California

Lola DeMoon

Lola DeMoon

Assistant Vice President, Customer Experience Strategy

Wells Fargo

Brook Eaton

Brook Eaton

Sr. Director, Product Management

Fossil

Kim Hammond

Kim Hammond

Vice President, Customer Experience

Cypress Semiconductor Corporation

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

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: UX Research in a CX World

Everyone knows an exceptional Customer Experience program starts with one thing: research. This is the only way to get to know your users on a deep enough level to know what they want. The complexities multiply when you're tasked to create a positive experience when your audience is global, such as the case for Brooke at Whatsapp.

This session will cover:

  • a brief overview of CX research
  • how UXr helps support defining strategic production direction
  • supporting consumers around the globe
Brook Baldwin
UX Research Lead
Whatsapp
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: 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, Bob McGinn, Director of Customer Experience Consulting will share the results of the new research, and highlight ways for CX professionals to really make their mark. Bob 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 Bob 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

 

Bob McGinn
Director, CX Consulting
Confirmit
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
Dann Allen
Client Experience Executive
Union Bank

Lola DeMoon
Assistant Vice President, Customer Experience Strategy
Wells Fargo
1:00pm - 2:00pm
Networking Lunch
2:00pm - 2:45pm
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
2:45pm - 3:20pm
FIRESIDE CHAT: Engaging your Organization's CX Culture

When attempting to build a strong CX program, it’s imperative to start internally. Being able to define, cultivate, and nurture an empathetic workforce will translate into the efforts you provide for your customers. So, what are the first steps? This session will explore how to operationalize your efforts and build a customer-focused program from the inside out.

Topics include, but are not limited to:

  • Defining a strong Customer-Focus Culture
  • How to operationalize the efforts around Customer Focus - especially in a lean environment
  • Key strategies of a customer-focus culture
  • Measuring your progress and ROI
  • Common misconceptions
  • The difference between Customer Focus and Customer Centricity
Kim Hammond
Vice President, Customer Experience
Cypress Semiconductor Corporation

Kelly Hendricks
AVP, Global Client Services
Verizon
3:20pm - 3:55pm
KEYNOTE PRESENTATION: Context Matters - Using Personal Connections to Meet Your Customers Where They Are Right Now

People talking to people offers unique customer experience benefits. Omni-channel technologies creates more touchpoints, but people talking to people makes connections.  These connections solves the most complex customer challenges, resonates with customers emotionally, and meets your customer where they are.  


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.