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:
11 AM - 11:30 AM ET
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:
Dave TaylorDirector, User Experience Research Practice LeadPrudential Financial
11:35 AM - 12:05 PM ET
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:
David Schweer Senior Director, Product MarketingSitecore
12:10 PM - 12:55 PM ET
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:
Steve TowersFounder & CEOBP Group
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
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:
David CarlileDirector of Customer SuccessOptimizely
1:30 PM - 2 PM ET
2 PM - 2:30 PM ET
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:
Shiva MirhosseiniVP, Enterprise Digital Experience and Marketing Technology CVS Health
2:35 PM - 3:20 PM ET
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.
Tracy KucharDirector of Partner & Customer ExperienceDesigner Appliances
Erin KohnCX Lead – Specialty DivisionThe Clorox Company
Lori Fraijo RaygozaVice President of Global Ecommerce Performance Health
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.