2017 Customer Experience Leadership Forum: Creating

Experiences for the Hyper-Connected Customer

Tuesday, OcTOber 17, 2017 | New yOrk

admiNisTraTive NOTes

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Speaker Materials are available upon request, pending availability.

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2017 Customer Experience Leadership Forum: Creating Experiences for the Hyper-Connected Customer (New York)

Tuesday, OcTOber 17, 2017 | 8:00am – 4:15pm

8:00am – 9:00am

Breakfast

9:00am – 9:10am

argyle HOsT OpeNiNg remarks

Laurie ToscanoExecutive Director, ELC IT Service Desks and End User ServicesThe Estée Lauder Companies

9:10am – 9:50am

Tamar CohenVP Customer ExperienceZoetis

KEYNOTE SESSION FeaTuriNg ZOeTis

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9:55am – 10:15am

THOugHT leadersHip spOTligHT:

“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.

• 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

Paddy SrinivasanGeneral Manager & Head of Products – Customer Engagement BusinessLogMeIn

10:15am – 10:40am

Networking Break

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10:40am – 11:30am

paNel discussiON:

“Achieving a Seamless Customer Experience”

Session topics include, but are not limited to:

• Creating an omni-channel experience that significantly improves customer engagement

• Developing a comprehensive digital transformation strategy for the Customer Care Center

• Using contextually relevant data to create truly personalized customer experiences

• Taking advantage of new CX technology in your Customer Care Center

• Empowering your front line employees to deliver world-class experiences in an omni-channel environment

• Building success metrics that demonstrate ROI to the executive team

Panelists:Weslee BerkeCustomer Service DirectorBoxed

Ali HeriyantoDirector of Technical SupportThe Corcoran Group

Lorraine SchumacherExecutive CX Advisor and CEM EvangelistClarabridge

Erin WilsonSenior Solutions ConsultantFive9

Moderator: Tamar CohenVP Customer ExperienceZoetis

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11:30am – 11:55am

Networking Break

11:55pm – 12:15pm

THOugHT leadersHip spOTligHT FeaTuriNg ZeNdesk

Kristopher FridayPrincipal Solutions ConsultantZendesk

12:15pm – 1:15pm

Lunch

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1:15pm – 2:05pm

paNel discussiON:

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

Session topics include, but are not limited to:

• 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?

• How is your organization approaching automation? Is it top of mind your business? • In what ways are you reducing the customer effort when engaging with your company? Does AI play a role in this? • Best practices for creating effortless and robust self-service experiences for your customers

• Using contextually relevant data to create truly personalized experience

• How can you measure and track customer satisfaction?

Moderator:Laure ParkVice President, Customer ExperienceQuest Diagnostics

Panelists:Craig DowningDirector, Service Buyer IntegrationSalesforce

Kejal Macdonald,Vice President of MarketingTHINX

Mike MurphyCEOCreative Virtual

Laurie ToscanoExecutive Director, ELC IT Service Desks and End User ServicesThe Estée Lauder Companies

ageNda

2:05pm – 2:25pm

Networking Break

2:25pm – 3:05pm

keyNOTe sessiON FeaTuriNg JeTblue airways

Liliana PetrovaHead of Customer Experience ProgramsJetBlue Airways

3:05pm – 3:15pm

argyle HOsT clOsiNg remarks

Laurie ToscanoExecutive Director ELC IT Service Desks and End User ServicesThe Estée Lauder Companies

3:15pm – 4:15pm

Cocktail 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.

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Thought leadership spotlight & app partner

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. More than 107,000 paid custom-er accounts in over 160 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.

Thought leadership spotlight partner

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.

Clarabridge offers the leading out-of-the box SaaS solution to power customer experience management initiatives. Businesses gain insight to improve the customer journey, spanning all business processes and customer interactions. Social care teams use Clarabridge to provide a real-time response to customers. Our technology is the most comprehensive solution for omni-source listening, accurate customer and text analytics, and real-time, guided action. The result: a better customer experience. For more information, visit www.clarabridge.com.

panel partners

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panel partners

Creative Virtual helps continuously improve customer experience for the world’s best known business and consumer brands -- including Chase, Verizon, and Time Warner Cable. By engaging customers and employees with personalized, trustworthy conversations on every digital channel -- web, mobile, messaging, IVR, and more -- we help brands quickly resolve issues, drive revenue and increase satisfaction -- at large scale and a fraction of the cost of traditional, labor-intensive, live channels.

OmnichannelRecently recognized by Gartner as a Cool Vendor in Smart Machines, Creative Virtual’s V-Person uses advanced natural language processing (NLP) and artificial intelligence (AI) technology to engage customers wherever they engage your brand -- web, mobile, messaging, IVR, social, and more. Support and sales questions can be typed, spoken or clicked. Contact center agents can also use V-Person to improve productivity.

personalizedV-Person personalizes content in real-time, allowing customers to self-serve with reduced effort. The customer experience is tailored to create a unique engagement for every customer and prospect.

integratedWe believe that your customers want first interaction resolution. For more complex inquiries, customers can be right channeled to Live Chat, call back or IVR based on their conversation and customer journey.

real-TimeV-Person is constantly improving based on customer feedback and outcome tracking provided in real-time.

Creative Virtual works with clients to outline and quantify the opportunity for your customers to self-serve. Additionally we can determine which internal systems can be leveraged to enable more people to self-serve and decrease volumes to your contact center.

Contact us today to uncover what your opportunity is for enabling more customers to self- serve.

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panel 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.

Salesforce, the Customer Success Platform and world’s #1 CRM, empowers companies to connect with their customers in a whole new way. Our Customer Success Platform is comprised of our sales, service, marketing, community, analytics, apps and other cloud software applications, as well as all the behind-the-scenes technologies that make them all work together with third-party applications.

With Salesforce Service Cloud, you can give your customers what they want, whenever they want them with faster service, smarter experiences, and powerful insights. From call center manage-ment to live chat with an agent to knowledge base to self-service communities, Service Cloud has all angles of customer service covered.

For more information, visit www.salesforce.com.

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senior supporter partners

support brilliance.

Add a layer of Artificial Intelligence to your Contact Center to Empower Customer Service excellence.

DigitalGenius brings practical applications of deep learning and artificial intelligence into customer service operations of leading companies. Its Human+AI Customer Service Platform combines the best of human and machine intelligence enabling companies to deliver on increasing customer expectations.

At its core are deep-learning algorithms, which are trained on historical customer service transcripts and integrated directly into the contact center’s existing software. Once enabled, the platform automates and increases the quality and efficiency of customer service & support con-versations across text-based communication channels like email, chat, social media and mobile messaging.

DigitalGenius integrates with a company’s existing customer service console (like Salesforce Service Cloud, Zendesk, and others), so when new messages come in via channels like email, live chat, social media, and mobile messaging, the deep learning model takes the following 3 actions:

1. Predicts and auto-fills all case meta-data related to the incoming message (tags, routing, etc)2. Predicts the best response to the incoming message and shows it to the contact center agent

for approval or personalization. Upon the agent’s action, the approved message is sent to the customer, and the algorithm goes through continuous learning.

3. Finally, any suggested answers above a certain confidence threshold can be automated altogether.

This process enables customer service agents to save massive amounts of time, while focusing on more sensitive cases and conversations with customers. It allows enterprises like KLM Royal Dutch Airlines to successfully handle massive increases in message volumes when opening new channels like Facebook Messenger, Twitter, and others.

Ultimately, the system unlocks the value of historical customer service data, by leveraging deep neural networks, and online learning, while reducing average handling time (AHT) and improving customer & employee satisfaction inside the customer service operation.

Find out more on: www.digitalgenius.com

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senior supporter partners

InMoment™ is a cloud-based customer experience (CX) optimization platform that helps brands leverage customer stories to inform better business decisions and create more meaningful rela-tionships with their customers. Through its Experience Hub™, InMoment provides voice of customer (VoC), social reviews & advocacy, and employee engagement solutions, as well as strategic guidance, support, and services to nearly 400 brands in 95 countries.

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-ety of industries, including automotive, banking & financial services, cable & satellite, consumer goods & 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

Find Insights in Everything

Customer data comes in all forms. Don’t let valuable insights slip through the cracks.

Discover the benefits of InMoment’s advanced customer experience analytics across all of your CX data.

Contact us for more information on how InMoment can help you get more insights from your customer data and more results from your CX program.

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InMoment © 2017

Always-on analysis Relevant insights More context Quicker, more cost-e�ective analysis

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