Argyle Digital: Customer Experience Leadership Forum October 2020 - Argyle Executive Forum Events

Overview

Covid forcibly changed consumer behavior and buying habits and drastically impacted customer experience expectations.

Organizations that took proactive steps to reassure customers and protect their safety and financial confidence may have earned customer trust during the pandemic, but what will happen as we move from a digital first to digital only world?

Brands must re-assess a “customer” reality fraught with hesitancy and a new set of expectations:

  • How did your company react to the pandemic?
  • Were your products delivered on time?
  • Are customers still waiting on refunds for cancelled events?
  • How is your company handling situations where a customer’s financial situation changes post-purchase?
  • Is your technology safe, reliable, user-friendly?

Even mid-storm, we want to meet you to help you inflate that post-covid CX life raft and succeed no matter what the end of 2020 brings!

Attend the Argyle Digital Customer Experience (CX) Leadership Forum to learn how smart companies have delivered top line customer experiences during the crisis and where there are focused for end of year CX success.

We’ve gathered pioneers in the industry who have the experience, judgment, and leadership to help you transform your CX and get ready for the new post pandemic normal.

The Argyle Digital CX Leadership Forum will explore:

  • Risks associated with that consumers will revert to ‘2019 normal’ brand interactions
  • Insights into what today’s behaviors predict for post-pandemic CX and how to avoid the greatest pain points
  • Steps to deliver the experience customers expect (and demand) in a post-COVID-19 world
  • Methods to improve and maintain customer trust, loyalty and relationships long after the virus has been contained
  • The latest crop of CX face-to-face communication technologies and how companies are using them
  • Strategies for effectively keeping the lines of communication with customers open as crisis messaging falls away
  • Where to fast-track your digital transformation and how to champion the new ‘digital-only’ mindset to your c-suite
  • How to drive CX innovation through customer data management platforms and strategy
  • Plus, we’re building in time for discussion, Q&A and virtual networking during and after the online forum
Register form

Speakers

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

Agenda

 

1000

1100

1200

1300

1400

1500

1600

10:55 AM - 11 AM ET

Argyle Opening Remarks

11 AM - 11:30 AM ET

KEYNOTE PRESENTATION: Machine Learning Gone Wild: Exceptional AI for CX Success

Consumers expect top level technology from their favorite brands! Dull and non-intuitive CX is the quickest path to brand boredom. That’s why savvy organizations are implementing artificial intelligence (AI) platforms into their customer experience initiatives.

Personalization and AI are essential tools for CX success. During this keynote you will learn about the amazing potential of these technologies and how they can pump up your program initiatives.

In this session, topics of discussion will include:

  • Key benefits of integrating AI services and technologies
  • How to use data to understand consumer behavior and platform preferences for brand interaction
  • What is new and what’s next? Real-life examples of the innovative ways that companies are improving CX with AI
  • Much more…

Adhar WaliaProduct Management/ Program Management- Emerging Technologies (AI/ ML, IoT, NLP, Cloud)Starbucks

11:35 AM - 12:20 PM ET

PANEL DISCUSSION: Oh, the Humanity: Building a Post-Pandemic Framework of Trust for Customer Growth

The most successful companies during the Covid-19 crisis were those that learned how to earn their customers trust. Trust is multi-layered and should incorporate human needs and align company values with the way business is done.

One of the most powerful things you can do to safeguard your brand’s future is to build a customer-driven growth engine that enables trust.

In this lively discussion, panelists will share how they have embedded trust to improve profitability and gain a competitive edge.

Attend this session to learn:

  • Key steps and success stories on moving towards more human listening
  • How to recognize and help customers achieve key goals
  • Leadership tips for making trust part of your organization’s DNA
  • Tips for gaining buy-in from higher ups for trust-based initiatives

Moderator:

Colin CrowleyVice President, Customer ExperienceFreshly

Panelists:

Anne Cramer, CCXPDirector, Customer Experience Center of ExcellenceDelta Dental Insurance

Ivonne KinserHead of Digital Marketing & E-CommerceAvocados From Mexico

Stacy McGranorCustomer Experience Program Director Sharks Sports & Entertainment

Denny Pezic Director, Customer JourneyKia Motors America

12:25 PM - 12:55 PM ET

KEYNOTE PRESENTATION: AI Augmentation of Human Decision Making- Reducing Information Overload

Abstract coming soon!

Sean BatirPrincipal of AI and Data StrategyUnited States Department of Defense

12:55 PM - 1:25 PM ET

Afternoon Break

1:30 PM - 2:15 PM ET

PANEL DISCUSSION: Up, Down and Sideways: Building and Sustaining a Customer-Centric Culture

Culture is the common set of values that unites an organization and gives it clear direction. A customer-centric culture is essential to the success of any customer experience initiative. While many companies talk the values talk, most fail when it comes to turning those values into customer-first actions.

Building a customer-centric culture requires the creation of positive customer experiences through services, product delivery, and ongoing maintenance.

In this discussion, you will learn how top companies have improved customer-centricity to drive business and:

  • Five must-have customer centricity accelerators
  • Top three culture mistakes to avoid
  • Crucial steps for building and maintaining a successful CX program
  • How to embolden customer-facing employees to help build relationships of empowerment and trust
  • Best practices for collaborating with other departments to make improvements throughout the entire client life cycle

Moderator:

Alli BeaneFormer Senior Director, Customer Experience Insights, Brand Management and Global MarketingMarriott International

Panelists:

Andrew PineGlobal Director, Excite!Porsche Cars North America

Bruce StephanDirector of Customer Experience (CX), the AmericasCarlisle Companies Incorporated

2:20 PM - 2:50 PM ET

KEYNOTE PRESENTATION: Smooth Sailing CX: Being Prepared in your Journey to Achieve (Nearly) Frictionless Customer Experiences

Friction is anything that hinders a customer from having a positive engagement experience. That makes frictionless CX essential for  retaining brand reputation and reducing customer churn. As firms launch initiatives to deliver impactful CX, being prepared to manage the myriad of challenges is critical to realize the desired outcomes.

Attend this session to learn about ways to accelerate your CX transformation:

  • Best practices in setting up and governing these initiatives
  • Actively engaging customers & key stakeholders in this journey
  • Enabling a culture of data-driven decisions, empowerment & accountability
  • Managing key executive buy-in & alignment

Rajesh EshwarFormer Head of Client Experience and Delivery TransformationT. Rowe Price

2:55 PM - 3:25 PM ET

KEYNOTE PRESENTATION: Focus on the Customer as a Person - Mastering Voice of Customer (VoC) Feedback

The key to creating a superb customer experience begins with understanding each person as much more than a “shopper” or “user”. During this keynote session, you will learn how to better understand people and improve CX by employing complementary qualitative and quantitative research methods including:

  • Market segmentation
  • Surveys
  • Interviews
  • Transactional data mining
  • Field research, and more

You will also learn how to:

  • Triangulate the results of these diverse methods to gain a holistic understanding of customers as people
  • Use the information gathered to inform the business as a whole

Alex GenovHead of Customer ResearchZappos Family of Companies

3:25 PM - 3:30 PM ET

Closing Remarks

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.

Carlo Crudele is the Chief Customer Officer for AIG Private Client Group in the United States and Canada. Prior roles within AIG include serving as the Personal Insurance Operations Executive for the Americas region, Head of strategic Operations Transformation Office, and Program Director for Strategic Planning & International Restructuring for Property Casualty


Carlo joined AIG in 2008 after spending five years as a Vice President with JPMorganChase, where his primary focus involved leading teams to merge / integrate newly acquired companies. Prior to JPMorganChase, Carlo spent six years with Deloitte, where he managed a variety of strategic, operational, financial, technical and transformational projects for numerous clients.


Carlo holds an MBA in Management Information Systems from the State University of New York at Albany, a BS in Mathematics from the State University of New York at Albany, a certificate in High-Performance Leadership from Cornell University, an Executive Leadership certificate from Cornell University, and a Customer Experience Certificate from Rutgers University. He serves on the J.D. Power Insurance Advisory Board, the Argyle Customer Experience Advisory Board, the Rutgers Customer Experience Advisory Board, and the Advisory Committee for NEFCU, a Long-Island based credit union.


Rachelle has been in the hospitality industry for the entirety of her career. Her passion is to make a difference and inspire others to do the same. Whether it be through paying it forward to her team, innovating to improve the guest�s experience, or founding a Women’s affinity group, making a difference has been the foundation of Rachelle’s career.


Rachelle is presently the Brand and Guest Experience Director for Holiday Inn, a division of IHG. In this role, she is currently focusing on creating Restaurant and Bar solutions that drive revenue, brand growth, and meet the needs of guests. Prior to joining IHG in October 2017, she was with Popeyes Louisiana Kitchen for over 13 years, and held various roles, most recently as Head of Guest Experience. She was responsible for developing a multi-year guest experience strategic roadmap that has improved Overall Satisfaction by 10% in the past three years. Prior to joining Popeyes, she worked for ServiceCheck Inc. There, she worked in various capacities including consulting with numerous clients of the Restaurant and Retail Industry; and was named Salesperson of the Year in 2003. She also has a Bachelor of Arts degree in English from Reinhardt University in North Georgia.


In addition to her professional role, Rachelle also serves as founding member of the Popeyes Women’s Leadership Forum (2009-2013). As President, she developed by-laws, role descriptions for the board, and an annual strategic planning process. She volunteers as the Women’s Foodservice Forum Brand Ambassador (2012-Present). She is also an advocate and member with OnBoard Inc, a nonprofit organization whose mission is to increase women in the boardroom.


In her personal life, Rachelle lives with her husband Mike and two canine babies, Chloe and Leo. She developed her love of animals very early on, having grown up on a horse farm. Rachelle enjoys the role of mom, having two amazing stepchildren, Sara and Hayes. When at home, her favorite place to be is in the kitchen cooking for her family and friends.


Douglas Kramon leads Customer Care and Fan Support at ESPN, and is also a frequent speaker at customer engagement industry events. He oversees all fan engagement initiatives at ESPN focusing on a comprehensive fan value model, providing consumers of ESPN content the tools to experience an exceptional journey in their ESPN fandom.


Tamar Cohen is the VP of Customer Excellence and Business Innovation, leading the CX, Digital and Loyalty programs for Zoetis, a leader in animal health services. Coming to Zoetis after over 15 years leading digital and CX design in Financial services, she is leading the organization to develop CX strategies and methodologies to rethink how Zoetis can interact with their customers. Looking at everything from feedback management, customer journey mapping and Voice of the Customer programs through customer segmentation and metric design and development, Tamar is bringing forward a new way of helping our core customers, veterinarians, get back to doing what they love, which is helping animals. Tamar holds a BA from New York University in Art Administration.


I’m a Chief Global Customer Experience Architect with Schneider Electric. My expertise include developing & enabling Digital IT Strategy & Architecture, leading IT M&A / Divestiture programs, leveraging & introducing emerging technologies through cross-functional leadership and collaboration. Prior to joining Schneider Electric, my experience include acting as a change agent and technology advisor with Big 4 advisory firms and global brands in India, Australia, Europe & USA. I have a MBA with University of Michigan Ross school of Business.


Schneider Electric is a €27 Billion global specialist in energy management and automation with offices in more than 100 countries.


Tim Morris, Vice President Customer Interaction Management is responsible for leading Scotiabank’s Customer Interaction Management team. The mandate includes the overall design, development and deployment of the customer interaction strategy for Scotiabank in Canada and the day-to-day operations for Scotiabank’s campaign lead development. Priorities include the introduction of new CRM technology to the Retail Bank Branch network to support the team’s delivery of an omni-channel customer experience. Customer analytics is a foundational element of the team’s focus where information and insights gained on the daily interactions that a customer has with the bank is used to better understand customer behaviours and preferences and to identify the next best activity needed to address customers’ needs.


Customer Interaction Management connects Scotiabank’s network of customer facing businesses in an integrated fashion ensuring that core Channels, Business Lines and support functions are coordinated in how the bank presents service, advice & solutions to the customer. The team has responsibility for the design & execution of lead files and evolving the customer interaction governance and oversight models supporting the Canadian Retail Banking channels.


Prior to this role team Tim led the Specialized Service group for the Customer Contact Centre network in Canadian Banking Distribution and spent 11 years in Scotiabank’s Wealth Management business. Roles in wealth management have included positions with the Private Client Group, Asset Management and Sales & Distribution where Tim’s day to day responsibilities included strategy & business planning, sales & service leadership, business development and partnerships, business integration and M&A.


Frank Borovsky is Vice President, Customer Experience and Information Technology, of Club Car, the world leader in golf and utility vehicles, and a strategic business unit of Ingersoll Rand. Through business process reengineering, top grading and technology innovation, Frank has been transforming Club Car’s people, processes and legacy application architecture to provide competitive advantage throughout the value chain.


Throughout his career, as both a business strategist and IT professional, Frank has helped define the vision as well as execute the plan, leveraging breakthrough technology (CRM, ERP, eCommerce, social media), to get there. Bridging the gap between the marketing and technical world, Frank has teamed to change business models in financial services as a pioneer on the web, in the aerospace industry by building customer connectivity though supply chain visibility and optimization, and in IT Services, managing SMB network infrastructure proactively, preventing problems before they occur.


Previous positions:



  • Vice President, IT Services Division, Ricoh

  • Director, Application Development, Cooper Industries (now Eaton)

  • Program Director IT–Honeywell Engines Systems and Services

  • IT Director/CIO–Honeywell Aircraft Landing Systems

  • Vice President, eCommerce, Comerica Bank

  • Vice President Corporate Banking Marketing, Comerica Bank


Frank is a Six Sigma Blackbelt, and holds a Bachelor of Science in Administration from the University of Michigan, and an MBA in International Management from Thunderbird. He is a member for the Business Analytics Corporate Advisory Board at Auburn University, former Chairman of the Midwest Affiliate and former national board member of the American Heart Association.