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.

The CX/UX Leadership Forum on September 21st brings together top leaders in CX, UX, and marketing to discuss how UX design can enhance the consumer experience.

You Will Learn:

  • How CX and UX leaders can work together to design an optimal customer experience that will improve business performance
  • Why customer personas are a useful tool to enhance customer engagement
  • 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

Agenda

 

1100

1200

1300

1400

1500

1600

1700

11 AM - 11:30 AM ET

KEYNOTE ADDRESS: Revolutionizing the Consumer Experience Through Business Transformation

Digitalization has revolutionized the customer experience. In the past few years, more businesses are shifting from brick-and-mortar models to online formats to maximize revenue potential. This prompted CX/UX leaders to develop a digital-first, multichannel mindset to meet customer expectations.

In this session, you will discover how to upskill your teams to adopt emerging technology and navigate the customer experience through periods of digital transformation.

You’ll Learn:

  • How to transform your customer experience infrastructure to strongly perform in both digital and physical formats
  • How technology and analytics can enhance the customer experience and solve complex business problems
  • Why UX/UI can lead to improved customer experience metrics and build brand loyalty

11:35 AM - 12:05 PM ET

THOUGHT LEADERSHIP

12:10 PM - 12:55 PM ET

PANEL DISCUSSION: Experience by Design: Developing Customer Personas to Personalize the Consumer Experience

How can you improve customer experience? By deeply understanding the consumer. Customer personas are not a new phenomenon, but the potential of these archetypical users is limitless.

In a digital world, understanding and profiling consumer behavior in user experience design is key. In this session, UX designers unveil how CX professionals can leverage user personas to better personalize an optimal customer experience.

You’ll Learn:

  • How to effectively identify behavioral patterns in various stages of the customer journey to develop a customer persona
  • Use cases and insights to understand how personas can influence the total customer experience
  • Why understanding consumer behavior is vital to create a trusted and valuable customer experience

1 PM - 1:30 PM ET

THOUGHT LEADERSHIP

1:30 PM - 2 PM ET

AFTERNOON BREAK

2 PM - 2:30 PM ET

KEYNOTE ADDRESS: Streamline CX with a Seamless Omni-Channel Experience

Today’s consumer anticipates a seamless omnichannel experience. Customers that can effortlessly move through various channels often report a more holistic and positive brand experience overall. The benefits do not stop there – customer experience teams are able to gather more relevant consumer information by tracking customers along multiple touchpoints.

In this session, you will explore how to design an ideal omni-channel experience, and how to properly extract and leverage consumer insights to continuously improve the customer journey.

You’ll Learn

  • How to design and deliver a personalized customer experience across multiple touchpoints
  • Ways to capture and monitor feedback and identify areas of improvement along the customer journey
  • Why it is vital to integrate consumer data into a centralized location to maximize value from insights

2:35 PM - 3:20 PM ET

PANEL DISCUSSION: Powering the Customer Experience with Innovations in AI

Artificial Intelligence is revolutionizing the customer experience. Not only can AI increase efficiency and reduce resources, but customer-centric AI solutions can paint a clearer and more personalized view of the customer experience.

In this session, CX and UX leaders weigh in to provide a deeper understanding of how AI can help create custom experiences, enhance real-time decision making, and help drive high-impact consumer intelligence.

You’ll Learn:

  • How AI can unify social, historical, and behavioral data to help provide a more personalized customer view
  • Where to integrate conversational AI in various stages of the customer journey to optimize the customer experience
  • Why AI is key to streamline tasks, reduce resources, and lower overhead costs for customer experience teams

 

3:25 PM - 4:10 PM ET

FIRESIDE CHAT: Think Agile! Paradigm Shifts to Handle Increased Customer Demand

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.