Customer Experience for Retail forum live - Argyle Executive Forum Events

Welcome to the Customer Experience in Retail Forum, powered by Argyle Digital.


Below the agenda on this page, you’ll find our virtual “exhibit hall,” where you view or download insightful take-aways from today’s sponsor Informatica.

Live sessions will open up 15 minutes prior to start time, and on-demand playback is available 30 minutes after the session has finished. 

Lastly, here’s an easy time zone converter to assist those located in a time zone other than US Eastern.


To join any Agenda session below, click the arrow to expand the Agenda section, then click the session name to launch that session.







11 AM - 11:30 AM ET

KEYNOTE: Renewing Customer Relationships & Rebuilding Trust During a Time of Crisis

As the global pandemic swept the nation, brick and mortars were forced to close their doors – some forever. Although every industry has suffered from the Covid-19 outbreak, retail has been hit the hardest, leaving retail companies struggling to stay afloat and others forced to close. So how can the retail industry renew consumer relationships and rebuild trust during a time of crisis?

This keynote presentation will address:

  • Understanding lasting effects on the consumer relationship with retail
  • Navigating the “new normal” to rebuild trust and consumer confidence
  • Reopening safely and following health guidelines

Tony JohnsonFormer Customer Experience OfficerAramark

11:35 AM - 12:20 PM ET

PANEL DISCUSSION: Retail Vs. Covid – New Consumer Behaviors & Buying Habits

When stay at home orders were first enforced, individuals turned to online shopping and a full digital way of living. Fast forward six months and people are still hesitant to visit brick and mortar stores, proving digital is here to stay. Customer behaviors have shifted dramatically and CX professionals must evaluate new buying habits to understand their target audience.

Join this panel discussion, which will discuss:

  • Conveying brand value to consumers to maintain customer relationships
  • Shifting buying habits due to health concerns and to avoid in-person experiences
  • Analyzing varying trends among different consumer segments


Tracy KucharDirector of Partner & Customer ExperienceDesigner Appliances


Shannon SymallaVice President of Customer ExperienceParty City

Filippo LovottiHead Of User Experience, Customer Service TechZappos Family of Companies

Jennifer Lee-HarrisonVice President, Demand GenerationCarters Inc.

12:25 PM - 12:55 PM ET

THOUGHT LEADERSHIP: Traversing the Customer Experience Hierarchy

Keeping consumers happy builds loyalty. But is it really that simple? Can retailers address customer loyalty by focusing on a foundation of satisfactory interactions and transactions? The reality is that loyalty requires crossing a chasm that exists between customer satisfaction and a true relationship, supported by trust.

This thought leadership presentation will share:

  • Looking at the components of customer experience in a new way to grow customer loyalty
  • Personalizing interactions with increased customer insights for relevance that scales
  • Finding new insights by pairing a trusted data foundation with rich context

Hosted by: Informatica 

Monica MullenPrincipal Solutions Marketing Manager, Customer 360 SolutionsInformatica

1 PM - 1:30 PM ET

KEYNOTE: The Future of CX in Retail

What does the future look like? This has become an infamous question during the covid-era, but the truth is that no one knows. Certain brick and mortar stores such as grocery, pharmacy, and health food retailers are actually doing better than ever, but what about the rest? Retail, as we once knew it, may never be the same.

In this closing keynote, topics will include:

  • Helping customers transition from in-person to online
  • Enhancing the customer experience through data and new technologies
  • Adapting during disruption and remaining resilient during turbulent times

Andre PersaudExecutive Vice President, RetailRite Aid


Be sure to explore our virtual “exhibit hall” below at your convenience. Click on the tiles to learn more about today’s sponsor and gain valuable insights.