Customer Experience Strategies | Detailed Agenda

Registration and Continental Breakfast

Opening Comments From the Chair

Opening CEO Keynote: ING DIRECT Canada

Rethink Your Customer Experience: To be Truly Customer Centric Requires a Culture Shift in Your Organization

Great customer service doesn't just come from projects and initiatives, it comes from a true customer-focused culture. Hear from a CEO on how to drive customer experience transformation from within and the results achieved.

• Understand why organizational culture is the only way to truly be a leader in customer experience
• Find out how technology, social media, simplicity, and transparency contribute to customer experience excellence
• Gain insight into the fundamentals of creating a customer focused culture

Learn how technology, social media, and transparency are now key elements to winning customer experience.

Strategic Alignment

Creating Alignment Across Your Organization to Achieve Customer Experience Excellence

Organizational alignment facilitates improved collaboration for the common goal of customer focus. In this session, gain a cross-disciplinary perspective on how to:

• Coordinate customer-facing functions with "behind the scenes" departments, including operations, IT, HR, finance, and legal
• Incorporate customer focus into your corporate strategy development
• Align policies, processes, metrics, and incentives for every department

Put your company on the path to customer experience success through strategic alignment across corporate silos.

Mid-Morning Networking Break

Interact with conference speakers and fellow attendees.

Interactive Delegate Workshop

Putting Your Customer Experience Strategies Into Practice – A Framework for Activating Your Customer, Culture, and Brand Experience

This interactive session will provide delegates with an approach for moving their customer experience efforts beyond strategy and towards implementation and enabling your organization to become who you say you want it to be. Using discussion, facilitated activities, and a structured framework, this session will also provide the context to connect other topics being covered throughout the conference.

Specifically, this session will cover:

• Designing the ideal experience – adapting your processes and policies to align with your ideal customer experience
• Activating your culture – how purpose is integral to driving your employee and customer experience
• The employee journey – leveraging employee experience to create advocacy from inside your organization

Come prepared for an engaging conversation so you can leave the conference with key actions to implement your customer experience strategies.

Social Media

Inside Intuit: Effectively Managing Social Conversations to Strengthen Customer Connections

Social media will likely remain a venue for conversations and a prominent component of the customer engagement ecosystem. This session will explore how to improve your customers' social experiences continuously.

• Building a strong customer community – quality or quantity?
• Aligning employee engagement with customer engagement – how to utilize social media internally
• Mitigating potential risks in social media

Take away key strategies to enhance your social customers' experiences.

Networking Luncheon

Join the conference speakers and your peers for a relaxing luncheon.

Metrics

New Metric, New Program: What Could Possibly Go Wrong?

Keeping measurements consistent and integrated across business units is crucial, especially when conducting new customer research for a previously unexplored segment. How can you prepare your organization for adapting new metrics while ensuring its integration and deployment? This session will examine:

• Challenges in launching enterprise-wide research programs for under-explored customer segments
• Key techniques and processes for customer experience measurement integration and deployment
• Moving beyond the baseline year of measurement and communication of results

Take away practical lessons on preparing your organization for new research programs and new metrics.

Cross-Channel Experience

How to Deliver a Consistent and Seamless Omni-Channel Experience

Ensuring consistency across touch-points is one of the most difficult parts of customer experiences. Take away these strategies on creating a seamless connection with your customers.

• Align brand message with channel strategies
• Acquire, grow, and retain omni-channel loyalty
• Engage at all stages and channels throughout the customer lifecycle

Come away with actionable insights on how to ensure consistency across all channels of experience.

Mid-Afternoon Networking Break

Interact with conference speakers and fellow attendees.

Digital Strategy

Good Digital Strategy Needs Real Users: Ensuring Your Digital Strategy Aligns With Real World Needs

Knowing where your organization will exceed customer expectations means knowing where your digital strategy is taking you. In this session you will gain insights on understanding user needs and translating that into a cross-channel digital strategy.

• Gain real customer insights through a strategic approach to user research
• Ensure you are using the right research techniques to deliver on your needs
• Align your company's goals and user's goals through cross-channel touchpoints
• Define your approach to digital proactively, ensuring tactical relevancy

Learn how can you define and own your digital strategy, before someone does it for you.

Case Study: BC Hydro

Moving a Generation: Integrating Customer Expectations into Your Operational Processes

BC Hydro has kept up with changing customer expectations through their "Next Generation Move In" and "Move-In Move-Out" initiatives. Through these processes, they are also able to meet their goal of continuously improving operational efficiencies. In this session, BC Hydro will share what they have learned in moving the customer experience from phone calls to online.

• Increasing operational efficiencies through migrating customers online
• Overcoming challenges in service modification from calls to online experiences
• Meeting the demands of the new generation

Emulate BC Hydro's success in changing their operational processes to meet the next generation's expectations.

Future Feedback: Creating the Winners of the Experience Economy

The needs and expectations of your employees and the experience they have with your organization will provide and deliver your customers experience. Learn how to get the insights you need to consistently provide the best experience internally and ultimately beyond that to help your customers experience be the very best it can. In this session you will learn how to:

• Capture the experience you provide across the lifecycle of your employees
• Meet and exceed your employees expectations through dialogue and action
• Use this environment as the platform to create superior consistent customer experiences
• Make the move from loyalty and advocacy to customer evangelism

Create the best experience internally to deliver superior experiences to your customers.

Cocktail Reception

Unwind and mingle with the delegates and speakers at our exclusive end-of-the-day reception. Bring your business cards!

Hosted By:

Registration and Continental Breakfast

Opening Comments From the Chair

Opening Keynote: Temkin Group

Overview: Current State of Customer Experience and Future Outlook

While customer experience has gained more recognition in recent years, it is still evolving and can be difficult to master. Benchmark against the current state of customer experience and anticipate future developments in this area. This session will cover:

• The state of customer experience in Canada compared to the US
• The top three challenges in customer experience programs
• New opportunities for both B2B and B2C organizations
• Where customer experience will be in the next three to five years

Arm yourself with critical market information to guide your strategy and planning.

Case Study: De Beers

Delivering Superior Experiences Through Customer-Driven Product Innovation

Experience design plays a crucial role in aligning customer-centricity between departments at different stages of the customer journey. This session will provide a framework on how to facilitate your experience design, development, and innovation.

• Devise a customer-centered design framework for your experiences
• Leverage customer data to guide product and service improvements
• Align customers' current and future needs with product and service development and innovation

Incorporate customer-centricity into your design and development processes.

Mid-Morning Networking Break

Interact with conference speakers and fellow attendees.

Case Study: Mobilicity

Drive Organizational Transformation Through Continuous Support of a Customer-Centric Culture

Embedding a strong customer-centric culture within the organization is not easy nor can it happen overnight. Hear how you can strengthen your efforts to sustain customer-centricity in your organization:

• Build customer experience philosophy into the organizational fabric
• Ensure consistency between individual interactions and overall experience with your organization

Embed a customer-centric culture to drive cross-functional buy-in.

Online Experiences

Bridging Your Online and Offline Customer Experiences to Maintain Consistency and Excellence

As customers become more reliant on the information and experiences they receive online, it is paramount to ensure your online experiences are fully aligned with your customer experience program. Take away key insights on:

• Understanding your online customers
• Integrating your mobile and web experiences with phone and in-person experiences
• Ensuring consistency across multiple online channels

Deliver consistent customer experiences across all your online and offline touch-points to increase acquisition and retention.

Networking Luncheon

Join the conference speakers and your peers for a relaxing luncheon.

Digital Customer Experience

Connecting Consumers with Brand eCommerce

The digital space is fast becoming the predominant, if not the first and only, area of interaction with customers. The growth of eCommerce has undoubtedly changed the expectations and priorities of customers. In this session, you will take away strategies on how to blend brand development with digital channels to create the ultimate customer experience.

• Ensure consistent brand promise across digital channels
• Combine technology with branding and eCommerce strategy
• Re-engineer your digital platform to ensure functionality
• Re-evaluate your customers' behaviours and expectations

Make the most of your brand in the digital world and continue to build and sustain long-term customer relationships.

5 Strategies for Driving CX Effectiveness Using a Closed Loop® Process

While CEM tools can be invaluable in achieving customer experience goals, there can be a level of frustration in “How do I make real progress?” Integrating case studies from one of Canada’s largest credit unions to an Entertainment leader, this session will illustrate how CEM and a Closed Loop methodology can be used as core business processes in achieving your client or customer experience objectives. Topics to be discussed include:

• Setting up your CEM systems to drive more insight
• Exploring 5 concepts to realize higher ROI
• Aligning internal systems and processes to meet the experience you aim to deliver

Set up the right measurement and business processes to get insights that drive action.

Mid-Afternoon Networking Break

Interact with conference speakers and fellow attendees.

Case Study: AIMIA

Engaging Your Employees to Drive the Success of Your Customer Experience Strategy

Every employee is a touch-point and every interaction they make will be a reflection of your organization's customer experience as a whole. Employee engagement must be aligned for a good customer experience to be provided externally. This session will explore strategies on how to:

• Motivate and involve employees throughout your customer experience program development
• Align incentives and compensation with your customer experience objectives

Deliver superior external experiences through empowered employees from within.

Case Study: Oxford Properties

How to Embed a Culture of Customer Experience in Your Organization

Creating a culture for customer experience requires a consistent and creative strategy. Take away ideas on how to immerse your organization from leadership to front-line employees in a customer-centric culture.

• Adopt top strategies to change employee behaviours
• Align your company's core values with customer experience
• Define the role of senior leadership and how to engage top level management in this mission
• Set the action plan to incorporate customer experience into your mandate

Drive customer focus internally through a well-defined customer experience vision.

Conference Adjourns