2017 Customer Experience Leadership Forum

Thursday, december 14, 2017 | san Francisco

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agenda

2017 Customer Experience Leadership Forum (San Francisco)

Thursday, december 14, 2017 | 8:00am – 4:45pm

8:00am – 9:00am

Breakfast

9:00am – 9:05am

argyle hosT opening remarks

Jonathan AlloyVice President, InnovationWells Fargo

9:10am – 9:45am

keynoTe session FeaTuring sharp healTh care

Lynn SkoczelasChief Experience OfficerSharp HealthCare

9:45am – 10:05am

ThoughT leadership spoTlighT FeaTuring oracle

Stephen FiorettiVice President, Product ManagementOracle

agenda

10:05am – 10:30am

Networking Break

10:30am – 11:20am

panel discussion:

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

Session topics include, but are not limited to:

• How are you translating data into actionable consumer insights and better decision making?

• Can you share some tactics for discovering, segmenting, targeting and engaging consumers?

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

• How are you staying ahead of the competition and trends as they’re emerging with real time data?

• How are you measuring results and demonstrating ROI in the new digital context to your department and the executive team?

Moderator:Mehran EntezariSenior Management, ITCredit Karma

Panelists:Nitin BadjatiaHead of Product Strategy, Customer Service ManagementSerivceNow

Kelly FreitasSenior Director Digital Customer Experience and ResearchVSP

Lisa Sullivan-CrossChief Marketing OfficerArt.com

agenda

11:25am – 11:45am

ThoughT leadership spoTlighT FeaTuring bold360:

“Navigating the New Era of Customer Engagement, Why CRM is not Enough”

With an affinity for smartphones and messaging apps, consumers have changed the way they engage with businesses. Today’s customers are more demanding, highly informed, and communicate with brands on a variety of platforms. As this behavior drives to an increasingly digital experience, businesses are struggling to keep pace. Businesses have looked to their CRM platforms to get closer their customers, but customer engagement cannot be achieved through CRM alone. This new era of customer engagement requires a more robust solution that supercharges the static data from CRMs to help businesses build more profitable, lifelong relationships with their customers.

Join Argyle Executive Forum, in partnership with Bold360, as we dive into how CRM platforms alone aren’t enough to keep pace with today’s connected customer. We will explore how to:

• Create personalized experiences to engage customers on a new level

• Leverage AI to deliver exceptional customer service

• Empower agents to support more complex interactions and retain customers

Marie RuzzoDirector of Product MarketingBold360

11:45am – 12:05pm

Networking Break

agenda

12:05pm – 12:50pm

panel discussion:

“Delivering Seamless Customer Engagement & Support in a Hyper Connected World”

Session topics include, but are not limited to:

• How is your team working to create seamless experiences across channels and devices through any stage in customer journey channels?

• In what ways are you reducing the customer effort when engaging with your company?

• Where/how are you meeting your customer i.e. social/mobile, etc.?

• How are you tapping into all of these channels that customer utilize and communicating tailored content to drive customer loyalty?

• In what ways are you empowering front line agents to deliver fast, efficient, and frictionless service to improve the customer experience?

• Using contextually relevant data to create truly personalized experience

• How can you measure and track customer satisfaction?

Moderator:Katherine ChanCustomer Experience Global Service Managerairbnb

Panelists:Kelly HendricksArea Vice President, Global Customer ServicesVerizon

Brian LaRocheMarketing DirectorCallMiner

Lois TownsendDirector, Social Media and Community Autodesk

agenda

12:50pm – 1:10pm

ThoughT leadership spoTlighT FeaTuring inconTacT:

“Your Customer Service isn’t as Effective as You Think it is”

Today’s contact centers support an average of nine channels and consumers have come to expect the ability to communicate with companies anytime, anywhere and with any device.

However, groundbreaking research by NICE inContact reveals a significant disconnect between business and consumer perceptions when it comes to quality customer service across channels. Join us for this informative session as we explore:

• Agent-assisted and self-service channels: Business perception vs. Consumer Reality

• Three key areas where businesses and consumers agree

• Drivers of success and your customers’ #1 priority, regardless of channel

• Your customers’ preferences and how to deploy technologies and strategies to meet their needs

This is the first and only research study that compares how businesses say they are doing versus how consumers rate their actual experiences. It builds on first-wave research conducted directly with consumers in early 2017.

Janice RappDirector of Product MarketingNICE inContact

1:10pm – 2:10pm

Lunch

2:10pm – 2:45pm

keynoTe presenTaTion FeaTuring american hearT associaTion:

“Improving Customer Experiences: Moving Relationships from Transactional to Transformational”

Juliette MartinezDirector of Customer Strategies

agenda

2:45pm – 3:05pm

Networking Break

3:05pm – 3:40pm

keynoTe presenTaTion FeaTuring Wells Fargo

Shelby Morita-FowlerVice President Research ManagerWells Fargo

3:40pm – 3:45pm

argyle hosT closing remarks

Jonathan AlloyVice President, InnovationWells Fargo

3:45pm – 4:45pm

Closing Reception

__________________________________________________________________________________

*Please note, the agenda is subject to change.

The information, views, and opinions expressed by speakers and other participants at our conferences are those of the individual and do not necessarily reflect the views and opinions of Argyle Executive Forum.

Argyle Executive Forum, its directors and officers, do not guarantee that any information provided by a speaker or other participant is accurate or complete and Argyle Executive Forum does not endorse any opinions that may be presented.

Take a free CallMiner Eureka analytics test drive starting with your own phone calls!

Visit us at www.callminer.com Also check out our new Community at www.engagementoptimization.com

Unlock Insights to Deliver Great Experiences Throughout the Customer Journey

In today’s fast-paced world, optimizing customer engagement can be a challenge. CallMiner Eureka interaction analytics makes it easy. By monitoring and analyzing 100% of your customer conversations, you gain a 360 degree view into all interactions, whether they are over the phone, email, chat or social media.

Realize these benefits fast with CallMiner Eureka customer interaction analytics:

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Improve contact center efficiencyImprove agent performanceIncrease customer satisfactionMitigate compliance riskIncrease revenue

parTners

Thought leadership spotlight & app partner

NICE inContact is the cloud contact center software leader, with the most complete, easiest and most reliable solution to help organizations achieve their customer experience goals. Recognized as a market leader by Gartner, IDC, Frost & Sullivan, Ovum and DMG, inContact continuously innovates in the cloud and is the only provider to offer a complete solution that includes NICE inContact CXone cloud, an expert service model and the broadest partner ecosystem. www.niceincontact.com

Thought leadership spotlight partners

Bold360 is an intelligent customer engagement solution that provides businesses with actionable customer insights to efficiently deliver richer and more personalized experiences in real time. Bold360 provides the digital channels and tools needed to engage and support con-sumers as they seamlessly move across self-service and agent-assisted channels like chat, email, messaging and social, while presenting agents with the full context of those interactions through a single pane of glass. Bold360 improves contact center efficiencies and delivers better customer experiences that build loyalty, advocacy and grow share of wallet. For more information, visit www.bold360.com.

Oracle Corporation (NASDAQ: ORCL) is the world’s largest business software company. For more than 30 years, Oracle has helped customers get up-to-date and accurate information from their business systems—information used to collaborate, grow their business, measure outcomes, and report results with confidence.

Since launching the world’s first commercial relational database in 1977, Oracle has led through continuous innovation and a relentless focus on customer success, providing reliable, secure, and integrated technologies that help customers access the knowledge they need to respond to market conditions with speed and agility. Today Oracle provides database, middleware, and collaboration products; enterprise business applications; application development tools; and professional services for businesses and organizations worldwide. For more information, visit oracle.com.

parTners

panel & app partner

CallMiner helps businesses and organizations improve contact center performance and gather key business intelligence by automating their ability to listen to every customer interaction. CallMiner’s market leading cloud-based voice of the customer analytics solution automatically analyzes contacts across all communication channels: calls, chat, email, and social. CallMiner offers both real-time monitoring and post-call analytics, delivering actionable insights to contact center staff, business analysts, and executives. The results include improved agent performance, sales, operational efficiency, customer experience, and regulatory compliance. With over 10 years of industry leadership and over 2 billion hours of conversations analyzed, CallMiner serves some of the world’s largest call centers, delivering highly effective, usable, and scalable speech analytics solutions.

panel 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 customers while transforming your enterprise. ServiceNow (NYSE:NOW) is how work gets done. For more information, visit: www.servicenow.com.

session introduction partner

LivePerson creates meaningful connections between brands and consumers, by delivering customer engagement solutions that help brands better understand and connect to consumers. By providing them with a rich, personalized, digital experience, whether it’s via chat, voice, video, or messages, LivePerson helps brands enhance the consumer’s digital journey, increasing brand trust and value.

parTners

senior supporter partners

Five9 is a leading provider of cloud contact center software, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations of every size transition from premise-based solutions to the cloud. Five9 provides businesses secure, reliable, scalable cloud contact center software to create exceptional customer experiences, increase agent productivity and deliver tangible business results. For more information visit www.five9.com.

Lithium delivers awesome digital customer experiences at scale. The Lithium Engagement Platform enables brands to connect customers, content and conversations at the right digital moment. With the Lithium Engagement Platform, digital marketers are delivering the right content to the right customer at the right time to increase revenue and brand value. More than 400 global brands leverage Lithium to drive integrated campaigns and personally engage more customers with trusted content. To find out how Lithium can help you cultivate authentic customer relation-ships with the power of social and community, visit www.lithium.com or follow us @LithiumTech.

Solvvy delivers an effortless and intelligent self-service experience for customers powered by advanced machine learning and artificial intelligence. Companies immediately reduce ticket volume by 15-20% and lower operating costs while simultaneously improving customer satisfac-tion.

Top brands such as Under Armour, Vimeo, MailChimp and Peloton use Solvvy to provide omnichannel self-service to their customers and provide immediate resolutions of customer issues.

Solvvy can be deployed in a matter of hours with no engineering effort required. It seamlessly integrates with your existing knowledge-base, ticketing systems, chat systems and community forums. Among others, it integrates with Salesforce Service Cloud, Zendesk, Oracle Service Cloud, Salesforce Community Cloud, Lithium, Zopim, Olark, LiveChat, SnapEngage and Intercom. Once Solvvy goes live, Solvvy’s AnswerGraph technology enables companies to start answering cus-tomer questions using existing knowledge base articles and case history and improve customer experience with instant resolutions.

Solvvy’s AI platform learns from every customer interaction and improves the self-service experience effortlessly over time.

parTners

networking partner

Smart Communications is the only independent company focused 100% on customer conversations for the enterprise, and the only cloud solution ranked as a Leader in Gartner’s Magic Quadrant for CCM. More than 300 global brands – many in the world’s most highly regulat-ed industries – rely on Smart Communications to make multi-channel customer communications more meaningful, while also helping them simplify their processes and operate more efficiently. This is what it means to scale the conversation. Smart Communications is headquartered in Lon-don and New York and serves its customers from offices located across North America, Europe, and Asia Pacific. The company offers a range of solutions including SmartCOMMTM, SmartDXTM, SmartCORRTM for Salesforce, and SmartCaaSTM for Partners. To learn more, visit smartcommunications.com.

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