CX Leadership Forum October 2020 - Argyle Executive Forum Events

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

We have a full day of sessions for you. But don’t worry if you have to miss a few— they’ll be available on-demand for your viewing convenience. 

Below the agenda on this page, you’ll find our virtual “exhibit hall,” where you can engage our sponsor, and view or download insightful take-aways they have on offer.

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 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


Colin CrowleyVice President, Customer ExperienceFreshly


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

Have you ever felt overloaded with too much information? There is no doubt that in today’s world, we are surrounded by a wealth of data, sometimes with more distracting noise than meaningful signal. However, recent developments in artificial intelligence, data quality, and IT infrastructures, are enabling leaders to finally make sense of this data.

The concept of cognitive overload is real, given the multiple sources of information about our customers that we are bombarded with, 24/7. However, there is a solution. The answer lies in how we intelligently fuse to inform clear decisions and actionable insights.

Attend this session to learn the connection between recent advancements in artificial intelligence and the customer experience. Sean Batir, an MIT and Columbia graduate who has worked across the biotechnology, automotive, manufacturing, personal wellness, and defense sectors, will cover:

  • The three types of algorithms that are likely to influence CX
  • How consumer data is aggregated into an actionable portrait, in light of cognitive overload
  • How a feedback loop exists, whether we like it or not, between your customers and the data they leave behind

Sean BatirPrincipal of AI and Data StrategyUnited States Department of Defense

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


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


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


Be sure to explore our virtual “exhibit hall” below during breaks and downtime. Each row represents a sponsor’s “booth.” Click on the tiles to learn more about our sponsor and gain valuable insights.