CX/UX Leadership Forum: Unlock Business Potential with CX/UX Integration - Argyle Executive Forum Events

Overview

What do CX and UX leaders have in common? Their goal is to deliver an optimal experience. In today’s virtual world, it is vital to optimize the customer experience by developing a deeper understanding of your consumers to drive business growth.

In a competitive customer-first culture, relevance and personalization are key to unlocking revenue potential. User experience teams leverage design thinking to better understand the emotions, needs, and motivations that influence customer decisions. Customer experience teams can improve their performance by leveraging the data and tools obtained in user research, and implement these insights to build customer trust.

On September 21st, you’ll hear from industry leaders that specialize in customer and user experience to discover how can unlock greater revenue potential by integrating CX/UX strategies.

You Will Learn:

  • How CX and UX leaders can work together to design an optimal customer experience that will improve business performance
  • How to integrate consumer data into the user experience to enhance the total customer experience across multiple channels
  • The evolution of CX/UX through the lens of artificial intelligence solutions
  • Agile leadership & development skills for handling increased consumer demand
Join Us at This Event

Speakers

Agenda

 

1100

1200

1300

1400

1500

1600

11 AM - 11:30 AM ET

KEYNOTE PRESENTATION: Fitting the Pieces Together - Aligning Disciplines to Enhance the Consumer Experience

Over the past few years, understanding, and enhancing, the customer experience has increasingly become the main focus of most organizations. However, the various groups within these companies that are tasked with these functions are often disjointed, creating internal ‘roadblocks’ to optimizing CX/UX. In order to truly be customer obsessed, these stakeholders first need to be identified, and ultimately, brought together to develop a digital-first, data-led mindset to meet customer expectations.

In this session, you will discover the challenges most companies face on their way to customer-centricity and the value of adopting an aligned pathway of resources working towards continuous improvement.

You will learn:

  • How the customer experience is currently measured by organizations
  • Challenges businesses face on their way to a more mature CX focus
  • How to develop a holistic approach to your customer experience strategy, from journey management, to ongoing VoC and User Research and Design
  • Why this integrated approach to UX/UI improves customer experience and build brand loyalty

Dave TaylorDirector, User Experience Research Practice LeadPrudential Financial

11:35 AM - 12:05 PM ET

THOUGHT LEADERSHIP: The Unforgettable Digital Experience Cookbook - Featuring Sitecore

Most brands have one common goal: to create and deliver an unforgettable experience. Increasingly, that experience is shifting towards a digital-led experience and that has many marketers and the teams they support searching for answers.

Fortunately, customers have told us what it means to be ‘seen’, ‘heard’, and most importantly ‘blown away’. But contrary to what many leaders believe, delivering the outstanding and unforgettable experience your customers crave has proven not to be an employee knowledge or capability gap, but rather a technology and process problem that is in your control to solve. Even better, brands like you have already written down some of the first key steps and all that you need to do is add your final, finishing touches. Much like cooking!

In this session led by Sitecore’s David Schweer, you will learn:

  • How customers (consumer and business) define an unforgettable customer experience
  • How brands can leverage a set learnings to get a headstart on crafting an unforgettable experience
  • Case studies of brands who have exceled in delivering experiences in the mixed physical/digital world

David Schweer Senior Director, Product MarketingSitecore

12:10 PM - 12:55 PM ET

PANEL DISCUSSION: Experience by the Numbers - Curating an Optimal Customer Experience with Journey Analytics

How can you improve and personalize the customer experience? By deeply understanding the journey lifecycle of your consumer. As consumers are engaging with product via multiple channels, it is imperative that CX/UX teams are analyzing journey data to better understand user behaviors and interactions to improve business intelligence.

In this session, top UX design innovators will explain how to leverage customer journey analytics for improved customer omnichannel experiences.

You will learn:

  • How to improve your customer analytics framework to effectively create a single view of the customer across various stages of the journey
  • Use cases and insights to apply journey analytics to better capture VoC
  • Effective methods to visualize and measure consumer insights and feedback to improve customer satisfaction

Moderator:

Steve TowersFounder & CEOBP Group

Panelists:

Atif NagiDirector of User Experience (Research & Design) Lennar

Brad Armstrong Head of Marketing Content and Customer JourneyNI (National Instruments)

1 PM - 1:30 PM ET

THOUGHT LEADERSHIP: Make No Mistake, The Future is Digital - Featuring Optimizely

Focusing on customer experience (cx) is more critical than ever, especially during uncertain times, and digital transformation is key to delivering exceptional experiences. By improving ecommerce capabilities and implementing better data integration across platforms, you can build better customer relationships and optimize the customer journey while reducing system costs and complexities.

In this thought leadership, you will learn how some of the largest global organizations are transforming their online experience and adapting a data driven decision-making mentality to foster growth and drive innovation.

You will also learn how to:

  • Empower business users to manage day-to-day operations without IT
  • Personalize the customer experience at every touchpoint
  • Harness the power of digital to deliver an outstanding customer experience

David CarlileDirector of Customer SuccessOptimizely

1:30 PM - 2 PM ET

AFTERNOON BREAK

2 PM - 2:30 PM ET

KEYNOTE PRESENTATION: Advanced Applications of AI to Improve the Customer Experience

AI has reshaped the customer experience over the past several years. Innovations in AI solutions have allowed CX teams to operate more efficiently to improve productivity of CX teams, and to enhance the customer experience. To maximize on the opportunities that AI applications offer, it is imperative that AI is integrated into the CX infrastructure.

In this session, Shiva Mirhosseini, VP, Enterprise Digital Experience and Marketing Technology, CVS Health, shares how AI solutions can fundamentally transform the digital customer experience.

You will learn:

  • How to leverage AI capabilities to develop a more human-centered customer experience
  • Discover how AI can improve productivity and efficiency of workflows for CX teams
  • Use cases and applications of AI tools: how AI can be applied to A/B testing scenarios to improve business intelligence

Shiva MirhosseiniVP, Enterprise Digital Experience and Marketing Technology CVS Health

2:35 PM - 3:20 PM ET

PANEL DISCUSSION: Data Driven CX for Brand Success

CX is the defining characteristic of a successful brand. However, assuring that your customer experiences are designed to acquire new business & foster loyalty is no easy task.

Attend this panel discussion to learn from top companies why understanding intent is key to great CX, and how to apply a CX strategy that will transform customer success, revenue, and profitability.

You will also learn:
  • Proven methods to drive growth & support business metrics and KPIs
  • Methods companies are using to uncover brand behavior and increase sales performance
  • Top reasons that some digital CX efforts fail in terms of brand messaging and consistency

Moderator:

Tracy KucharDirector of Partner & Customer ExperienceDesigner Appliances

Panelists:

Erin KohnCX Lead – Specialty DivisionThe Clorox Company

Lori Fraijo RaygozaVice President of Global Ecommerce Performance Health

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.

Monique brings over 20 years of global experience in marketing, sales, commercial operations, ecommerce, and digital transformation across several industries.  Monique Elliott joined Schneider Electric in 2020 as SVP of Global Marketing, Industrial Automation.  In her current role Monique is responsible for all areas of marketing including demand generation, value proposition development, segment marketing, digital customer experience, and communications. Prior to joining Schneider Electric, Monique was Global Head of Customer Experience Marketing at ABB Electrification.  Monique spent 15 years with General Electric holding various commercial roles including Chief Marketing Officer for GE Industrial Solutions, Global Head of Digital Commerce for GE Power, VP of Strategic Marketing at GE Capital Americas and Managing Director for the GE Commercial Finance Inside Sales Center.  Before her career at GE, Monique led sales operations for a California bay area software company.  Monique also serves on various academic and industry advisory boards focused on advancing marketing excellence.


Malorie Maddox spent 20 years as an award-winning journalist, covering an extensive range of stories – from deadly tornadoes, to a Ponzi scheme in Omaha, to her Emmy-nominated special, “Mothers Who Kill.” She has reported live from the “Jeopardy” stage and “The Voice” red carpet; interviewed many notable politicians and superstars; and emceed more than 500 events for organizations across the heartland.


Malorie’s passion for storytelling and commitment to the community led her to Blue Cross and Blue Shield of Nebraska (BCBSNE) in 2018. In her role as chief marketing, communications and strategy officer, she leads internal and external communications, public relations, brand, marketing, advertising, customer experience, insights, wellness, diversity and inclusion, and corporate social responsibility teams.


Malorie is a Kansas native and graduate of the University of Kansas. She lives in Elkhorn, Nebraska, with her husband, Greg, son, Moss, and Kit Kat-loving dog, Evie.


Tracy Robertson currently serves as Kimberly-Clark Professional’s Global Vice President of Customer Experience & Marketing. In this role, Tracy is responsible for all aspects of customer experience, digital dexterity and sales effectiveness to ensure the delivery of a high-quality, end-to-end experience across the entire customer journey.


Prior to joining KCP, Tracy spent 10 years at GE in various global commercial leadership roles. Her last two-years at GE she served as part of a mission-based team driving a company-wide project to define the strategy and implementation of GE’s Commercial and Customer Digital Transformation. Called upon to manage change, Tracy has delivered measurable results by comprehensively analyzing products, marketing, communications, and sales programs and then implementing continuous improvement, training, and culture initiatives in global, highly-matrixed organizations.


Tracy currently resides in Atlanta, Georgia and has an undergraduate degree in Communications and a M.B.A. from Syracuse University.