Businesses Serving Businesses

From movie recommendations to driving directions, our interactions with software are often based on algorithms. More often than not, the algorithm gets it right but we humans often distrust it in favor of our intuition.

Using examples from Educational Technology research and design for teachers, we will discuss why people often distrust algorithms and how designers can ethically build trust in algorithmic recommendations.

You will also learn:

• Why should we trust (good) algorithms over our own decision-making?
• Why do people often trust their gut over algorithms?
• How might we help people trust algorithmic recommendations that lead to positive outcomes via design?

Jonathan Mann

Vice President of User Experience

Renaissance Learning

Retaining and engaging B2B customers is similar to, but not the same as, engaging and retaining retail customers. Your B2B customers put more research into their buying decisions and they have more extensive procurement and approval procedures than your retail customers. Your customer retention and engagement efforts must adapt to these realities, but what does that mean in practice?

Join this informative panel discussion at the Argyle’s CX/UX for B2B Leadership Forum to educate yourself about your options for greater B2B customer retention and engagement.

You will also learn:

• Principles for creating and improving customer loyalty programs for B2B customers
• How to engage your more passive customers
• Ways to compose surveys that generate actionable data

Moderator:

Andrew Lindsay

Head of Enterprise Design + User Experience

The Kraft Heinz Company

Panelists:

Michael Bouteneff

Director, B2B Marketing

Mastercard

Kristin Barry Collins

Head of B2B Client Experience, Institutional

Vanguard

Candace Wallace

Chief Customer Officer

Relias

Vincent Washington

Vice President, CXM Best Practices Group

Sprinklr

Creating and leveraging a data-driven culture has many benefits for your company, but how do you do it in practice? This interactive session will explore how to leverage data analytics to understand customer sentiment and connect agent purpose with improved tenure and positive customer experiences.

You will learn how to use large-volume datasets to create impactful human experiences. Witness real-life examples, case studies, and testimonials that connect mission and purpose with critical behaviors and actionable insights. Participants will leave this session empowered with a roadmap that boosts agent engagement, enhances productivity, and delivers better CX.

You will also learn:

• How to create a data-driven culture that connects with your mission and purpose
• How improving critical behaviors Improves retention  
• How to gain buy-in by simplifying agent performance management

Jim Iyoob

Chief Customer Officer

Etech Global Services