CX/UX Leadership Forum: Differentiation in a Digital World- June 2021 - Argyle Executive Forum Events

Overview

Is your organization delighting customers at every digital touchpoint? Are you leaving lasting impressions and creating value in all your CX marketing initiatives? Since customer experiences are key for brand differentiation and success, every marketer must fine-tune their CX strategy.

The Argyle Digital: CX/UX Leadership Forum on June 15, 2021 brings together marketing, CX and UX experts to exchange experiences and innovations for tackling customer-focused marketing challenges.

Savvy customers expect a friction free, personalized Customer Experience and this makes CX marketing more critical than ever. Attend the CX/UX Leadership Forum to gain actionable insights into the digital tools and strategic best practices you need to succeed in 2021, including:

  • Gathering and applying Voice of the Customer (VoC) data to deliver stellar campaigns, service, and experiences
  • Building customer loyalty through personalization
  • Connecting and engaging with customers at key points in the multi-channel customer journey to deliver the right message at the right time
  • Leveraging emerging CX/UX technologies and how top companies are applying them for improved customer satisfaction and brand outcomes(AI, machine learning, IoT, robotics & more)
  • Content, experience management, and branding strategies to gain a competitive advantage
Join Us at This Event

Speakers

Agenda

 

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11 AM - 11:30 AM ET

KEYNOTE PRESENTATION: Digital CX Lessons Learned in The ‘Year That Shall Not Be Named’

CX is more critical than ever for success in the competitive marketplace. Amidst the daunting challenges of the past 15 months, companies have revamped their approaches to engagement and overhauled operations to ensure secure, effective, and engaging digital customer experiences. Attend this keynote presentation to learn:

  • Top CX lessons learned since the onset of the pandemic
  • Ways companies should adjust their CX strategies as we move forward into 2021
  • How to assure that your digital CX/UX is moving your business and brand forward

Douglas BuskVice President – Enterprise Communications and MarketingEmory University

11:35 AM - 12:05 PM ET

KEYNOTE PRESENTATION: Defining and Embracing the Experience Landscape in 2021

After about 20 years of mainstream business operation, there is a great deal of buzz around the world of experience design (XD). Closer examination of the discipline as a whole, however, reveals a tremendous amount of ambiguity and the need for greater understanding and ways to better define holistic operation and collaboration across the discipline’s landscape.

In order to accomplish this, it’s important to understand the purpose and value proposition associated with each of the contributing elements.

In this talk, Darren will provide practical insights about:

  • How to view and define each of the XD disciplines and tenets — customer experience, user experience, learning experience, and brand experience
  • And, share examples on how the disciplines can be integrated to optimize organizational, customer-based, and individual success

Darren HoodSenior Learning Experience (LX) Designer Michigan State University

12:10 PM - 12:55 PM ET

THOUGHT LEADERSHIP: Agents of Change - Why Empowerment is Your Vehicle for Greater CX Success

What a year of change! Customers, teams and prospective buyers have gone through a rapid maturation of expectations around Customer Experience in a short amount of time. Your organization has likely adopted new technology rapidly and is now seeking ways to energize its priority personas in a meaningful way to continue to drive positive outcomes.

Attend this Thought Leadership presentation to learn:

  • Why empowerment is the key theme that will drive delight in a post-pandemic world, and
  • Tangible ways your organization can prioritize the human experience through digital mediums

Sam EriksmoenLead Solutions EngineerFreshworks

1 PM - 2 PM ET

INVITATION-ONLY: Hybrid Events 101: Your Guide to Bringing Digital Engagement to Physical Events

This will be an INVITATION-ONLY session brought to you by ON24. To be added to the waitlist for the session, please email  TCosca@argyleforum.com.

2:05 PM - 2:35 PM ET

KEYNOTE PRESENTATION: Innovative CX/UX - Artificial Intelligence, IoT And Robotics

Marketing and AI are a marriage made in digital heaven, and more and more top-tier companies are leveraging emerging technologies (AI, IoT, robotics) to skyrocket customer satisfaction and boost business outcomes.

Attend this session to learn how artificial intelligence and machine learning are helping businesses achieve key goals, obtain actionable marketing insights, drive critical decisions, and create exciting, new, and innovative customer experiences.

You will also learn:

  • How to stay competitive while applying AI creatively & responsibly
  • The latest technology trends from the UX/CX trenches
  • What’s coming for marketers & how these newbie technologies might be CX game changers

John Thompson Global Head, Advanced Analytics & Artificial Intelligence (AI)CSL Behring

2:40 PM - 3:25 PM ET

PANEL DISCUSSION: People First CX/UX - Making Brand Matter to Humans

Customers have greater digital expectations than ever before. This makes CX/UX design, strategy, and planning a challenge for every organization.

When brand and CX are disconnected, customers are mainly driven by convenience, with no real emotional connection to the brand.

Attend this panel to hear the latest ideas on implementing customer-centric decision making and how companies are fostering customer loyalty and brand advocacy.

You will also learn:

  • How today’s customer priorities have changed and how to exceed their digital expectations
  • Ways companies are creating value for customers to help solve their problems
  • How your business culture could be sabotaging CX and brand strategies
  • How to differentiate brand through a more empathetic & personalized CX/UX

Moderator:

Mohit GuptaSenior User Experience Consultant Novartis

Panelists:

Yuko Araki PrichardVice President, Customer Experience Change Capability and MetricsAARP

Paul JosephsenChief Strategy OfficerUproxx

Josh KaiserSenior Vice President, MarketingSpartan College of Aeronautics and Technology

Erin KohnCX Lead – Specialty DivisionThe Clorox Company

Sponsors

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.