Customer Experience (CX)

CUSTOMER EXPERIENCE LEADERSHIP FORUM - Chicago

Apr 29, 2020

Overview

Customer Experience (CX) is no longer a buzz word.  CX has become an integral business function most organizations implement in order to promote long-term health of their organization and maintain customer loyalty. That said, it’s important your organization is doing all it can to manage its brand and services correctly.

The Argyle CUSTOMER EXPERIENCE LEADERSHIP FORUM – Chicago event provides thought-provoking conversations for senior-level executives in search of tools and resources to transform their customer experience plans in an age where a mix of technology and human personalization allows the consumer to feel connected to a company throughout their customer journey while simultaneously increasing loyalty and profitability.

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

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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

Melissa Douros

Melissa Douros

Senior Director of Digital Experience

Discover Financial Services

Shiva Mathur

Shiva Mathur

Vice President Customer Success

HCL Technologies

Paul Price

Paul Price

Group Chief Executive Officer

Argyle

Agenda

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8:00am - 9:00am
Networking Breakfast
9:00am - 9:05am
Argyle Opening Remarks

Delivered by Paul Price, Chief Executive Officer & Chief Marketing Officer at Argyle Executive Forum

9:05am - 9:40am
KEYNOTE PRESENTATION: Obtaining & Maintaining CX Buy-In Within an Organization

One area of an organization that often gets misunderstood by other departments is customer experience. Without customer experience professionals, businesses can potentially lack the true understanding of their customers - and potential devotion they might extend to your brand.  Although CX concepts may not be understood cross-functionally, there is a necessity to integrate or develop an educated team of experienced professionals in your organization.

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

  • Establishing and maintaining an effective team of CX professionals at an organization
  • Understanding the correlation between CX and other internal divisions
  • Learning the long-term benefits CX insights can have on an enterprise
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 - 10:40am
Networking Break
10:40am - 11:15am
KEYNOTE PRESENTATION: Intelligence in Customer Experience - the Pivotal Role of Automated Services & Technology

As consumers are becoming more technologically driven and savvy, so are brands. With the uptick in using technology for everyday purposes, organizations are taking advantage by implementing services and artificial intelligence (AI) platforms into their customer experience initiatives. With that in mind, it’s important for CX professionals to understand the full potential these capabilities can offer their program initiatives.

In this session, key takeaways will include, yet will not be limited to:

  • Understanding benefit of integrating automated services and technologies
  • Obtaining data to understand why consumers are using these platforms for brand interaction
  • Learning the future direction(s) of these capabilities 

Shiva Mathurs

Vice President Customer Success

HCL Technologies

 

11:15am - 11:50am
FIRESIDE CHAT: EX to CX - The Relationship Between Internal & External Service Delivery

When executing a successful customer experience or service plan, it’s vital to ensure personnel understand the purposeand vision of your organization’s brand. Doing so gives consumers the feeling of brand continuity. When organizationsare not in line with its brand(s), it can prevent potential mixed messaging, which can be detrimental to brand loyaltyand customer satisfaction.

In this session, key takeaways will include, yet will not be limited to:

  • Creating organizational experience initiatives to expand the likelihood for positive consumer interactions
  • Learning how internal brand positivity correlates to an enjoyable customer experience
  • Developing a brand guide all divisions must follow for continuity
11:50am - 12:15pm
Networking Break

 

12:15pm - 1:00pm
PANEL DISCUSSION: Catering to Your Customer in Highly Regulated Industries

Developing tactics for customer experience and service can come together seamlessly in most industries whenadditional factors don’t influence the process. However, when serving the needs of consumers in organizations withstrict compliance frameworks, rules and processes can look different, making it difficult for CX professionals to achieveteam goals. Within these industries, CX teams must work alongside other departments to ensure they are not crossingany boundaries or laws when implementing effective plans.

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

  • Understanding the processes in regulated industries for CX professionals
  • Defining and executing initiatives when other risk factors come into play
  • Comparing CX campaigns and actions that seem seamless to many brands to those of high-risk organizations
  • Developing tactics aimed toward customer and organizational security

Panelists: 

Melissa Douros

Senior Director of Digital Experience

Discover Financial Services

1:00pm - 2:00pm
Networking Lunch
2:00pm - 2:35pm
ROUNDTABLE DISCUSSION: The Human Touch - Integrating Old Practices & New Technology Into CX Initiatives

As most are fully aware of, consumers find technology very useful for everyday use.  However, just because many individuals feel that way, it doesn’t mean there isn’t still a strong desire for human interaction.  Still today, consumers of all ages strive for face-to-face, and/or vocal interactions.  As the world becomes more technology-driven, it can be difficult for CX professionals to know the mediums they should be implementing their tactics while finding the right mix of old and new methods of communication.

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

  • Obtaining a “sweet spot” between personal interaction and brand satisfaction
  • Learning methods for success in various industries
  • Differentiating CX platforms for target customers’ needs

 

2:35pm - 3:10pm
KEYNOTE PRESENTATION: Are Organizations Getting Too Personal in Their Customer-Centric Initiatives?

Gaining insight into customers’ lives is one of the most essential tasks of a CX division.  As many brands are using resources and conversations to gain a clear picture of consumers, CX departments are obtaining a large amount of personal information.  That said, it’s important to understand what information brands are allowed to acquire, versus required or necessary, to achieve CX objectives, without getting too personal.

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

  • Finding the happy medium between breaking boundaries and obtaining valuable consumer/business insights
  • Making sure consumers are aware of the personal information companies are obtaining in their efforts
  • Knowing the legalities behind acquiring potentially intrusive data
3:10pm - 3:55pm
PANEL DISCUSSION: Company Crisis Mode - How the Coronavirus is Affecting Customer Experience

With the novel Coronavirus (COVID-19) rapidly turning into a global pandemic, organizations across all industries are feeling the burden. As a result, businesses need to consider the fact that consumer and organizational behaviors will be altered by the concern for staying healthy. Developing a customer-focused plan for COVID-19 now can go a long way in improving and maintaining customer trust, loyalty and relationships long after the virus has been contained.

In this session, key takeaways include:

  • Being proactive in communication efforts through virtual platforms
  • Keeping up with CX ROI and priorities in times of disaster where internal spending is constraint
  • Developing employee communication and training methods with end users during times of crisis
  • The effects global epidemics can impact your present and future customers
3:55pm - 4:00pm
Argyle Closing Remarks
4:00pm - 5:00pm
Closing Cocktail Reception

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