2018 Customer Experience Leadership Forum

Thursday, March 22, 2018 | san Francisco

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agenda

2018 Customer Experience Leadership Forum (San Francisco)

Thursday, March 22, 2018 | 8:00aM – 5:15pM

8:00am – 9:00am

Breakfast

9:00am – 9:10am

Argyle Opening Remarks

9:10am – 9:45am

opening KeynoTe FeaTuring popsugar:

“Using Data to Drive Content”

Chris GeorgeEVP, Product Marketing & Sales StrategyPOPSUGAR

9:45am – 10:05am

ThoughT Leadership spoTLighT FeaTuring servicenow

“Lead with Customer Service for Your Digital Business Transformation”

Nitin BadjatiaSr. Director Product Strategy, CSMServiceNow

10:05am – 10:30am

Networking Break

agenda

10:30am – 11:20am

paneL discussion:

“Delivering Personalized Journeys”

Session topics include, but are not limited to:

• Best practices for understanding customer attitudes, behaviors and processes

• Best practices for delivering content via numerous channels simultaneously

• How to avoid a fragmented experience

• Bridgingthegapbetweenonlineandofflinecustomerinteractions,todevelopacontentdelivery strategy that works across multiple channels

• Rethinking the concept of “identity” to help improve interactions with customers

• Examples of ways to map complex systems to a customer journey

• Models for tracking and managing an end-to-end conversation

• Insights on approaching complex journeys within an existing technology ecosystem

Moderator:Dhaval ShahVP, Quality ManagementBoingo Wireless

Panelists:Julie BaherSenior Director, User Experience DesignIllumina

Inka GermannManaging Director, Head of Client Service AmericasMSCI

Roberta O’KeithDirector, CX ConsultingConfirmit

Guneet SinghDirector, Customer Experience ProgramsDocuSign

agenda

11:20am – 11:40am

ThoughT Leadership spoTLighT FeaTuring BoLd360

Ross HaskellSr. Director of Product MarketingBold360

11:40am – 12:00pm

Networking Break

12:00pm – 12:20pm

ThoughT Leadership spoTLighT FeaTuring MarTizcX:

“The ROI of Feelings: Understanding the Emotional Connection to Your Brand”

In this session, Lisa London discusses the tie between your customers’ emotions about your brand and your business’s strategic outcomes. Logically, most agree that understanding your customers’ experiences with your brand is critically important; however, few organizations give appropriate weight to the emotional side of these experiences. Linking customer emotions, overallsatisfaction,loyalty,andfinancialROIcanbeachallengingendeavor.Lisausesstoriesand research to demonstrate this very real linkage, and provides insight into how to use it in business decisions for driving improved business results.

Attend this session and learn:

• Why “feelings” matter so much

• How to identify and measure your customers’ feeling about your brand

• What operational and tactical practices impact customer emotions

• When and where to take action for improvement

There indeed is truth in the line: feelings …. nothing more than feelings can impact your business’ bottom line.

Lisa London, Ph.D.Director, CX ConsultingMaritzCX

agenda

12:20pm – 1:10pm

paneL discussion:

“Delivering Seamless Customer Engagement & Support in a Hyper Connected World”

Session topics include, but are not limited to:

• How is your team working to create seamless experiences across channels and devices through any stage in customer journey channels?

• In what ways are you reducing the customer effort when engaging with your company?

• Where/how are you meeting your customer i.e. social/mobile, etc.?

• How are you tapping into all of these channels that customer utilize and communicating tailored content to drive customer loyalty?

• Inwhatwaysareyouempoweringfrontlineagentstodeliverfast,efficient,andfrictionlessservice to improve the customer experience?

• Using contextually relevant data to create truly personalized experience

• How can you measure and track customer satisfaction?

Moderator:Jonathan AlloyVice President, InnovationWells Fargo

Panelists:Katherine ChanCustomer Experience Global Service ManagerAirbnb

Eric DinVP, Global Solutions Engineering & AlliancesClarabridge

Nir GalpazVice President of Customer Lifecycle and SuccessMitel

Robert LabattVice PresidentFreedom Financial Network

Karen TangVP, Customer Success, SupportPrezi

agenda

1:10pm – 2:10pm

Lunch

2:10pm – 2:45pm

KeynoTe FeaTuring KodaKiT:

“Transforming Visual Experiences with Technology”

Natasha AdamsCMOKodakit

2:45pm – 3:20pm

KeynoTe FeaTuring suTTer heaLTh

Mac TillmanVice President, Brand MarketingSutter Health Corporation

3:20pm – 3:35pm

Networking Break

3:35pm – 4:10pm

KeynoTe FeaTuring verizon:

“The Making of a Leader: Recipe for Leadership Success”

Kelly HendricksArea Vice President, Global Customer ServiceVerizon

agenda

4:10pm – 4:15pm

Argyle Closing Remarks

4:15pm – 5:15pm

Closing Reception

__________________________________________________________________________________

*Please note, the agenda is subject to change.

The information, views, and opinions expressed by speakers and other participants at our conferences are those of the individual and do not necessarily reflect the views and opinions of Argyle Executive Forum.

Argyle Executive Forum, its directors and officers, do not guarantee that any information provided by a speaker or other participant is accurate or complete and Argyle Executive Forum does not endorse any opinions that may be presented.

h t t p s : / / g e t . i n m o m e n t . c o m / b u y e r s - g u i d e - e b o o k / ? u t m _ s o u r c e = a r g y l e & u t m _ m e d i u m = p l a i nh t t p s : / / g e t . i n m o m e n t . c o m / b u y e r s - g u i d e - e b o o k / ? u t m _ s o u r c e = a r g y l e & u t m _ m e d i u m = p l a i nh t t p s : / / g e t . i n m o m e n t . c o m / b u y e r s - g u i d e - e b o o k / ? u t m _ s o u r c e = a r g y l e & u t m _ m e d i u m = p l a i nh t t p s : / / g e t . i n m o m e n t . c o m / b u y e r s - g u i d e - e b o o k / ? u t m _ s o u r c e = a r g y l e & u t m _ m e d i u m = p l a i nh t t p s : / / g e t . i n m o m e n t . c o m / b u y e r s - g u i d e - e b o o k / ? u t m _ s o u r c e = a r g y l e & u t m _ m e d i u m = p l a i nh t t p s : / / g e t . i n m o m e n t . c o m / b u y e r s - g u i d e - e b o o k / ? u t m _ s o u r c e = a r g y l e & u t m _ m e d i u m = p l a i nh t t p s : / / g e t . i n m o m e n t . c o m / b u y e r s - g u i d e - e b o o k / ? u t m _ s o u r c e = a r g y l e & u t m _ m e d i u m = p l a i nh t t p s : / / g e t . i n m o m e n t . c o m / b u y e r s - g u i d e - e b o o k / ? u t m _ s o u r c e = a r g y l e & u t m _ m e d i u m = p l a i nh t t p s : / / g e t . i n m o m e n t . c o m / b u y e r s - g u i d e - e b o o k / ? u t m _ s o u r c e = a r g y l e & u t m _ m e d i u m = p l a i nh t t p s : / / g e t . i n m o m e n t . c o m / b u y e r s - g u i d e - e b o o k / ? u t m _ s o u r c e = a r g y l e & u t m _ m e d i u m = p l a i nh t t p s : / / g e t . i n m o m e n t . c o m / b u y e r s - g u i d e - e b o o k / ? u t m _ s o u r c e = a r g y l e & u t m _ m e d i u m = p l a i nh t t p s : / / g e t . i n m o m e n t . c o m / b u y e r s - g u i d e - e b o o k / ? u t m _ s o u r c e = a r g y l e & u t m _ m e d i u m = p l a i nh t t p s : / / g e t . i n m o m e n t . c o m / b u y e r s - g u i d e - e b o o k / ? u t m _ s o u r c e = a r g y l e & u t m _ m e d i u m = p l a i nh t t p s : / / g e t . i n m o m e n t . c o m / b u y e r s - g u i d e - e b o o k / ? u t m _ s o u r c e = a r g y l e & u t m _ m e d i u m = p l a i nh t t p s : / / g e t . i n m o m e n t . c o m / b u y e r s - g u i d e - e b o o k / ? u t m _ s o u r c e = a r g y l e & u t m _ m e d i u m = p l a i nh t t p s : / / g e t . i n m o m e n t . c o m / b u y e r s - g u i d e - e b o o k / ? u t m _ s o u r c e = a r g y l e & u t m _ m e d i u m = p l a i nh t t p s : / / g e t . i n m o m e n t . c o m / b u y e r s - g u i d e - e b o o k / ? u t m _ s o u r c e = a r g y l e & u t m _ m e d i u m = p l a i nh t t p s : / / g e t . i n m o m e n t . c o m / b u y e r s - g u i d e - e b o o k / ? u t m _ s o u r c e = a r g y l e & u t m _ m e d i u m = p l a i nh t t p s : / / g e t . i n m o m e n t . c o m / b u y e r s - g u i d e - e b o o k / ? u t m _ s o u r c e = a r g y l e & u t m _ m e d i u m = p l a i nh t t p s : / / g e t . i n m o m e n t . c o m / b u y e r s - g u i d e - e b o o k / ? u t m _ s o u r c e = a r g y l e & u t m _ m e d i u m = p l a i nh t t p s : / / g e t . i n m o m e n t . c o m / b u y e r s - g u i d e - e b o o k / ? u t m _ s o u r c e = a r g y l e & u t m _ m e d i u m = p l a i nh t t p s : / / g e t . i n m o m e n t . c o m / b u y e r s - g u i d e - e b o o k / ? u t m _ s o u r c e = a r g y l e & u t m _ m e d i u m = p l a i nh t t p s : / / g e t . i n m o m e n t . c o m / b u y e r s - g u i d e - e b o o k / ? u t m _ s o u r c e = a r g y l e & u t m _ m e d i u m = p l a i n

You know youneed customer

experience software.

Now what?

InMoment © 2018

This buyer’s guide will tell you what to look for.

DOWNLOAD GUIDE

parTners

Thought Leadership spotlight & app partner

ServiceNow makes work better across the enterprise. Getting simple stuff done at work can be easy, and getting complex multistep tasks completed can be painless. Our applications auto-mate, predict, digitize and optimize business processes and tasks, across IT, Customer Service, Security Operations and Human Resources, creating a better experience for your employees and customers while transforming your enterprise. ServiceNow (NYSE:NOW) is how work gets done. For more information, visit: www.servicenow.com.

Thought Leadership partners

Bold360 is an intelligent customer engagement solution that provides businesses with actionable customer insights to efficiently deliver richer andmore personalized experiences in real time.Bold360 provides the digital channels and tools needed to engage and support consumers as they seamlessly move across self-service and agent-assisted channels like chat, email, messaging and social, while presenting agents with the full context of those interactions through a singlepaneofglass.Bold360improvescontactcenterefficienciesanddeliversbettercustomerexperiences that build loyalty, advocacy and grow share of wallet. For more information, visit www.bold360.com.

MaritzCX™ believes organizations should be able to see, sense and act on the experiences and desires of every customer, at every touch point, as it happens. The company helps organizations increase customer retention, conversion and lifetime value by embedding customer experience intelligence and action systems into the DNA of business operations. Ultimately, we want to be your preferred customer experience outcomes partner. The company specializes in solutions for key industries, includingautomotive,financial services, technology,B2B,healthcare, retail,andmany more. MaritzCX is the combination of the Allegiance award-winning CX platform and Maritz Research strategic consulting services.

parTners

panel partners

Clarabridge offers the leading out-of-the box SaaS solution to power customer experience management initiatives. Businesses gain insight to improve the customer journey, spanning all business processes and customer interactions. Social care teams use Clarabridge to provide a real-time response to customers. Our technology is the most comprehensive solution for omni-source listening, accurate customer and text analytics, and real-time, guided action. The result: a better customer experience. For more information, visit www.clarabridge.com.

Confirmit enables organizations to developand implement Voice of theCustomer, Employee Engagement and Market Research programs that deliver insight and drive business change. Confirmit’s clients create multi-channel, multi-lingual feedback and research programs thatengage customers, empower employees, and deliver a compelling respondent experience. Confirmit’ssolutionsarethemostsecure,reliableandscalableintheworld,andprovidetechnol-ogy and expertise that deliver high Return on Investment to leading companies across a range of industries.

ConfirmitVoicesisacustomerengagementmodelthatgivesyouthepowertolistentotheVoiceof the Customer, integrate it with existing data to generate powerful insight, and take action that willdeliverrealbusinesschange.ConfirmitVoicesusesmulti-channeldatacollectionthatgivesyou the power to listen to the Voice of the Customer at every key touchpoint, and brings customer insightalivebyincorporatingfinancialandoperationaldata,aswellasrichmediasuchasphotosand video.

Powerful reporting capabilities give you the ability to analyze the data you gather and automatically generate alerts to tell you when you need to act quickly, saving at-risk customers and driving positive word of mouth. You can easily share information with the people who need it so the insight you gather not only drives short-term, tactical change, but also aids strategic planning that ultimately delivers ROI.

parTners

senior supporter partner

InMoment™ is a cloud-based customer experience (CX) optimization platform that helps brands leverage customer stories to inform better business decisions and create more meaningful rela-tionships with their customers. Through its Experience Hub™, InMoment provides voice of customer (VoC), social reviews & advocacy, and employee engagement solutions, as well as strategic guidance, support, and services to nearly 400 brands in 95 countries.

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