2018 Customer Experience Leadership Forum

Wednesday, February 7, 2018 | dallas

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agenda

2018 Customer Experience Leadership Forum (Dallas)

Wednesday, February 7, 2018 | 8:00am – 5:00pm

8:00am – 9:00am

Breakfast

9:00am – 9:05am

Argyle Executive Forum Opening Remarks

9:10am – 9:45am

opening Keynote presentation Featuring santander banK:

“Building a Digital Customer Experience Program”

Customer expectations are rapidly evolving. Organizations must quickly adapt and offer a true omni-channel digital experience to stay competitive. This talk will provide a organizations the approach needed to build a digital customer experience program beginning from understanding the customer journey, building a strategy and implementation roadmap, obtaining executive buy-in, and establishing a solid foundation on which to build the digital customer experience program.

Mouyyad AbdulhadiDirector, Consumer PracticesSantander Consumer

9:45am – 10:05am

thought leadership spotlight Featuring serviCenoW

Nitin BadjatiaHead of Product Strategy, Customer Service ManagementServiceNow

agenda

10:05am – 10:30am

Networking Break

10:30am – 11:25am

panel disCussion:

“Data’s Growing Role in Deepening Knowledge about Customer Insights”

Session topics include, but are not limited to:

• How do you translate data into actionable consumer insights and better decision making?

• What are your tactics for discovering, segmenting, targeting, and engaging consumers?

• What are your best practices for prioritizing and governing investments in data analytics and insight generation?

• How do you use real time data to stay ahead of the competition and trends as they are emerging?

• How are you measuring results and demonstrating ROI in a digital context?

Moderator:Jason VorelAmericas Customer Support Experience ManagerTexas Instruments

Panelists:Dan AptorChiefDigitalandMarketingOfficerUnited Way Of Metropolitan Dallas

Will HuffmanAVP, Customer Experience Frontier Communications

Christian JensenDirector of Customer ServiceKohl’s Corporation

Stacey NevelDirector, Voice of the Customer ConsultingConfirmit

agenda

11:25am – 11:45am

Networking Break

11:45am – 12:20pm

Keynote Featuring parKland health and hospital system:

“How Employee Experience Impacts Patient Experience”

Vishal BhallaVP&ChiefExperienceOfficerParkland Health and Hospital System

12:20pm – 1:20pm

Lunch

agenda

1:20pm – 2:10pm

panel disCussion:

“Breaking Down Silos and Creating Internal Synergies”

Session topics will include but are not limited to:

• How have you tried to align marketing and customer care within your organization?

• How does your organization work with HR to ensure the best talent acquisition?

• How do you use data to understand the customer experience?

• How do you identify the right customer care tools and platforms for your organization?

• Do you have any recommendations for incentivizing internal collaboration?

• What are your best practices for internal communication?

• Have you set any cross-departmental KPIs or goals?

• If so, what are they? Were there any challenges or barriers to implementing them?

Panelists:Julio BadinSenior Vice President Customer ExperienceDFW Intl Airport

Michelle BrigmanDirector, Digital Customer Listening & EngagementCiti

Kari MickelsonGlobal Customer Experience LeadMoneyGram

Janelle RouthierSenior Director, Customer DevelopmentEssilor of America

Moderator:Joshua RamseyDirector of Customer Care Hilton Worldwide

Bob RichardsonDirector of Sales, Customer DevelopmentThe Clorox Company

agenda

2:15pm – 2:55pm

Fireside Chat Featuring Fossil and Kohl’s Corporation

Bernie GessnerVice President, Global Customer Care & Retail OperationsFossil

And

Christian JensenDirector of Customer ServiceKohl’s Corporation

2:55pm – 3:15pm

Networking break

3:15pm – 3:50pm

Keynote Featuring paCiFiC union FinanCial:

“Buying Memories – New Rules of the Experience Economy”

Simply delivering good customer service is not enough anymore. We all want great experiences, and, we’re willing to pay for them. We left the service economy years ago and are moving at warp speed into an established experience economy, and, organizations that don’t put a premium on customer experience will fail.

This presentation will help the audience understand:

• Howtechnologyandsocialcollaborationhaschangedthewayconsumersdefineabrandin the experience economy

• The risk of not focusing on experience

• Thefinancialimplicationsbehindagreatexperience(increasedrevenue,increasedretention, decreased CAC)

Jim McDonaldChiefMarketingOfficerPacificUnionFinancial

agenda

3:50pm – 4:00pm

Argyle Executive Forum Closing Remarks

4:00pm – 5:00pm

Cocktail Reception

__________________________________________________________________________________

*Please note, the agenda is subject to change.

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partners

thought leadership spotlight & app partner

ServiceNow makes work better across the enterprise. Getting simple stuff done at work can be easy, and getting complex multistep tasks completed can be painless. Our applications automate, predict, digitize and optimize business processes and tasks, across IT, Customer Service, Security Operations and Human Resources, creating a better experience for your employees and customerswhiletransformingyourenterprise.ServiceNow(NYSE:NOW)ishowworkgetsdone.Formore information, visit: www.servicenow.com.

panel partner

Confirmit enables organizations to developand implement Voice of theCustomer, Employee Engagement and Market Research programs that deliver insight and drive business change. Confirmit’s clients create multi-channel, multi-lingual feedback and research programs thatengage customers, empower employees, and deliver a compelling respondent experience. Confirmit’ssolutionsarethemostsecure,reliableandscalableintheworld,andprovidetechnol-ogy and expertise that deliver high Return on Investment to leading companies across a range of industries.

ConfirmitVoicesisacustomerengagementmodelthatgivesyouthepowertolistentotheVoiceof the Customer, integrate it with existing data to generate powerful insight, and take action that willdeliverrealbusinesschange.ConfirmitVoicesusesmulti-channeldatacollectionthatgivesyou the power to listen to the Voice of the Customer at every key touchpoint, and brings customer insightalivebyincorporatingfinancialandoperationaldata,aswellasrichmediasuchasphotosand video.

Powerful reporting capabilities give you the ability to analyze the data you gather and automatically generate alerts to tell you when you need to act quickly, saving at-risk customers anddrivingpositivewordofmouth.Youcaneasilyshareinformationwiththepeoplewhoneedit so the insight you gather not only drives short-term, tactical change, but also aids strategic planning that ultimately delivers ROI.

partners

senior supporter partners

InMoment™isacloud-basedcustomerexperience(CX)optimizationplatformthathelpsbrandsleverage customer stories to inform better business decisions and create more meaningful relationships with their customers. Through its Experience Hub™, InMoment provides voice of customer (VoC), social reviews&advocacy,andemployeeengagement solutions,aswellasstrategic guidance, support, and services to nearly 400 brands in 95 countries.

Progress offers the leading platform for developing and deploying mission-critical business applications,empoweringenterprisesand ISVs tobuildanddelivercognitive-firstapplications,that harness big data to derive business insights and competitive advantage. Progress offers lead-ing technologies for easily building powerful user interfaces across any type of device, leading data connectivity to all sources and award-winning predictive analytics that brings the power of machine learning to any organization. For a reliable, scalable and secure backend platform to deploy modern applications, Progress offers Progress Kinvey, a complete serverless cloud platform that powers both business-critical apps and entire digital businesses. Progress Kinvey takes the challenges of building, integrating, scaling, securing and managing mobile platforms, enabling developers to devote their valuable time to the user experience. Over 1,700 independent soft-ware vendors, 140,000 enterprise customers, and 2 million developers rely on Progress to power their applications. Learn about Progress at www.progress.com or +1-800-477-6473.

Zendesk builds software for better customer relationships by enabling conversations with customers to flow across channels seamlessly. We empower organizations to improve their customer engagement and better understand their customers.

partners

supporter partner

GC Services is an award-winning business process outsourcer, providing multi-channel and multi-lingual customer care and accounts receivable solutions from 30 locations with over 8,500 dedicated employees. We handle millions of interactions a month, from assisting in the installation of new products to skillfully collecting on past due accounts. Our clients come from a wide vari-etyofindustries,includingautomotive,banking&financialservices,cable&satellite,consumergoods & electronics, retail, shipping & transportation, telecom, utility, and governmental sectors. Since 1957, our clients have trusted GC Services with some of their most sensitive customer interac-tions, and as a result, our agents work diligently to provide First Call Resolutions. Some of our service offerings include a wide array of customer service solutions, such as general account inquiries, billing/invoice questions, customer information updates, debt collection, auto-pay assistance, website assistance, account escalations, and non-phone assistance services such as email, chat, correspondence processing and more. We are a full-service provider and can handle nearly every type of interaction customers may have with your company.

What sets GC Services apart is our customized solutions and our extreme focus on brand protection, compliance, and performance.

Learn more about GC Services at www.gcserv.com

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