Customer Experience Strategies West | Sponsors & Partners

Market Probe Canada (MPC) is a full-service custom marketing research, stakeholder management research, brand power and value and program evaluation provider.

MPC's stakeholder management practice includes customer satisfaction/loyalty, employee engagement/commitment research and brand power/value research.

MPC's custom marketing research group provides quantitative and qualitative applications across a variety of areas: concept development; product and program evaluation; usage and attitude tracking; segmentation; pricing/product assortment studies; corporate image/brand equity research.

MPC's program evaluation area has CES-trained evaluators that can provide a full range of program evaluations including Compliance with Standards, Process Evaluations and Outcome Evaluations. Our evaluators have experience in the health, education, housing and labour sectors.

MPC's practice includes clients in many industries: financial services, telecommunications, packaged goods, pharmaceuticals, manufacturing, retail, and government services/utilities. MPC possesses significant experience in both B2B and B2C research. We provide data collection through CATI, Internet, IVR and face-to-face methods. We have trained program evaluators with security clearance for formative and summative evaluations.

MPC's consultants come from a variety of disciplines: statistics, IT, social sciences, economics and business. MPC is recognized for its advanced analytic capabilities, including: validity/reliability issues in instrument design, advanced multivariate techniques (e.g., regression, factor and discriminant analysis), multidimensional scaling, conjoint analysis and causal modeling. These skills, coupled with our expertise in application of qualitative methods, allow MPC to bring seamless continuity to studies with both qualitative and quantitative components.

MPC has experience working with audiences at all levels (operational and strategic) within organizations. Our objective is to provide creative solutions to business issues with pragmatic and actionable recommendations

http://www.marketprobe.com/

ResponseTek is a leader in the design, development and deployment of customer experience management (CEM) software. And we've been in the business since the start.

In 1999, the world of multi-channel feedback collection and market research was in its infancy and application service providers (ASPs) were just starting to realize the future of software as a service. We were there, innovating in the space and creating the first generation of CEM solutions.

Through our work with some of the world's most innovative and forward-thinking customer management companies, we have consistently provided proven, industry-focused solutions specifically designed for continuous business improvement.

Recognized by industry analysts such as Gartner, Forrester and Ventana as a leader in CEM, enterprise feedback management and customer service software, we have endeavored to translate our work with our clients into industry thought leadership on best practices in CEM, and what the future holds for market research and customer feedback.

Our client successes and industry recognition are important factors in how we have achieved today's success, and part of the reason why we're leaders in the CEM industry.

http://www.responsetek.com/

At Strativity Group, Inc. we do more than customer experience research and strategic planning. We take a strong, multi-disciplinary approach to customer experience strategy design and implementation. Through proprietary research tools, strategic analysis, business planning and customer experience innovation design, we help our clients operationalize profitable customer experience strategies. We measure our success by a single method: execution.

Learn more about our services

We provide organizational recommendations and blueprints for innovative customer centric programs as well as education and communication plans that inspire and empower employees to deliver great experiences at every touch point. At the core of our methodology is the goal to help our clients create new value and differentiate their value proposition by providing consistently excellent customer experiences.

We work with Global 2000 companies as well as emerging businesses around the world, including the United States, Canada,  Australia, Turkey, UK and Norway.

http://www.strativity.com/

The International Customer Service Association Canada – Toronto Chapter is a not for profit organization with over 2,500 members in Canada. Our members come from various industry sectors and include passionate service professionals who are committed to making a difference in their organizations.

We have been around since the 1980's helping individuals  gain knowledge and organizations deliver exceptional service.  Our Advisory and Executive councils are senior Customer Service Professionals who work with the ICSA in providing direction, guidance, endorsement and support in raising the awareness of exceptional service throughout the industry. They have been instrumental in the growth and importance of this prestigious organization and ensuring  value through our programs and services.

Our award winning training programs, breakfast meetings, consulting, recruiting, vendor relationships, conferences, special events, Gala Awards Night are only a sample of what we offer. We have become the GO TO organization for everything Customer Service.  Being a leader in the customer service industry requires commitment, determination, knowledge and a passion.  We invite you to be a part of our family. You don't have to be a member to attend our events.

http://icsa.on.ca/

We are the premiere destination for information to improve relationship management,including: interaction best practices, CIM training, and other valuable industry resources.

CRMXchange has developed unique industry insights into the software technology, business intelligence, and professional programs required for successful operations. Known by our audience as the “event site,” we are experienced experts in Webcast hosting.

http://www.crmxchange.com/

The Canadian Institute of Marketing is an organization of professional marketers whose credentials are based upon a strong and lengthy period of education in marketing, and/or business management with marketing responsibilities. Full members hold several years of experience as marketers at a senior level (with marketing staff supervision responsibilities), or corporate strategic and/or tactical marketing planning positions. The Institute was established in 1982 on the organizational structure, membership requirements and standards of the Chartered Institute of Marketing, UK. Based in Canada, the Institute has a global focus and welcomes membership applications from marketers residing in other countries.

http://www.professionalmarketer.ca/

Customer Service Institute of Canada is a non-profit national membership organization positioned to guide and advance the growing practice of Customer Experience Management as an established and recognized professional discipline.

CSI Canada is dedicated to the advancement of an industry association for customer service professionals with the goal of promoting knowledge and professional development in the philosophy and practice of customer experience management through education, certification, promotion of ethical standards, and professional competency. Our training programs help customer service professionals increase their earning potential, develop leaderships skills, and improve the outcome of their organization's customer buying experience.

CSI Canada membership is comprised of customer service educators, industry practitioners who have the responsibility of delivering the customer experience, and vendors who support the industry with products and services.

CSI Canada also delivers frontline customer service training for organizations, administers the Certified Customer Service Manager, (CCSM) and the Certified Customer Service Professional, (CCSP) designations, and participates with The National Service Standard, the first Canadian national standard for customer service excellence that promotes excellence and integrity by all Canadian organizations in the practice and delivery of customer service excellence.

CSI Canada also provides services in the areas of customer service on-site seminars and workshops, consulting, keynote speakers and recruiting services for all customer service professionals.

http://www.csicanada.ca/