7:30 am
NETWORKING BREAKFAST: BUILD COMMUNITY CONTACTS
- Start your day off right and connect with customer experience leaders.
- Get to know your CX peers and colleagues over a delicious breakfast.
- Source practical tips, discuss best practices, and prepare for the day ahead
8:45 am
OPENING COMMENTS FROM YOUR HOST
Gain insight into today’s sessions so you can get the most out of your conference experience.
9:00 am
KEYNOTE: DRIVING DATA-DRIVEN SUCCESS
Leverage Data to Drive Strategic Decisions and Optimize Engagement in a Complex, Multi-Department Environment.
Enhance content engagement, refine distribution methods, and forge stronger partnerships by analyzing media engagement, content performance, and market trends. Take away actionable strategies to:
- Utilize data-driven insights to inform content and engagement strategies.
- Build cross-functional collaboration to create cohesive, high-impact initiatives.
- Translate media trends and performance metrics into actionable strategies for customer and partner engagement.
Optimize distribution channels to ensure your content reaches and resonates with the right audiences.
9:30 am
EXCLUSIVE CS SESSION: BATTLE SURVEY SATURATION
How to Get Creative to Get Customers to Communicate Back
Customers are experiencing an unprecedented increase in requests for feedback or survey responses. Develop interesting ways to capture customer feedback and stand out in the sea of reviews. Walk away with an action plan on:
- Harnessing data and design to inspire a desire within customers to share feedback
- Identifying the right places to close the loop and mitigate customer dissatisfaction
- Better utilizing customer feedback from across the organization
Heighten alignment in your feedback priorities and goals to optimize your customer engagement.
10:30 am
ROUNDTABLES: DISCOVER THOUGHT-PROVOKING IDEAS
Take a deep dive down the innovation rabbit hole in one of our roundtable discussions. Share common challenges and best practices with your customer experience peers on a topic of your choice:
- Customer Emotion: Design customer journeys with emotions in mind.
- Customer and Account Churn: Escalate customer retention.
- eCommerce: Enhance customer and seller experiences.
- Digital Experience: Identify areas of improvement in CX and why issues are rarely remedied by some businesses. [SPONSORED BY DIABOLOCOM]
- Human + Machine: Rethinking CX Roles in the Age of Generative AI. [SPONSORED BY ASAPP]
11:00 am
EXHIBITOR LOUNGE: VISIT BOOTHS & SOURCE EXPERTISE
- Explore the latest customer experience technology and strategies with our industry-leading sponsors.
- Share your challenges with the biggest innovators in the business.
- Schedule one-to-one private meetings for personalized advice.
11:30 am
FROM INSIGHTS TO ACTION
Use Client Centric Decisioning for CX & Business Success
In today’s fast-paced business environment, CX teams must deliver insights that can shape real-time decisions and drive growth. Join CIBC as we explore how to:
- Align CX insights with key business priorities
- Partner across teams to turn insights into impactful decisions
- Integrate Executive engagement for decisions that fuel customer and business success
11:30 am
PRESENTATION: CUSTOMER SUCCESS METRICS
Identify and Solve Your Customer Success Metrics
Customer Success is an ongoing process. Identify gaps and improve success for your clients. Develop an action plan to:
- Identify existing customer success gaps.
- Improve processes to close gaps.
- Continuously monitor customer success to improve CX.
Bolster your customer success processes to improve user experiences.
12:00 pm
FIRESIDE: THE FAN EXPERIENCE, A POWERFUL RESOURCE FOR DRIVING STRATEGIC CHANGE
Leading Strategic Change in the Global Entertainment Industry by Empowering Film Lovers and Championing Diversity
Beyond the red carpets and deal-making, the true power players are the fans who propel films to box office success and awards recognition, while also reinforcing shared values of diversity, inclusion and a commitment to cultivating community. Create an action plan to:
- Strategic planning and effective stakeholder communications can elevate your organization’s cultural and global standing;
- Championing Canadian content and creatives on both the national and international stage can help transform the industry;
- Building authentic and strategic partnerships to amplify diversity and inclusion is a win for the global entertainment business.
12:00 pm
CASE STUDY: Mapping Your Next BPO Partnership
Offshore And Nearshore BPO Locations to Consider for Cost Savings and High-quality CX
Learn more about established and up-and-coming offshore and nearshore BPO locations. Discover:
- Which locations may or may not be right for your business and why.
- Learn how to establish a process for selecting your next BPO partner that reduces risk and maximizes your chance of success.
Ensure your next RFP process gives you the information you need to make the right decision
12:30 pm
INDUSTRY EXPERT: EXPERIENCE IS THE NEW GROWTH ENGINE: FUELING SUCCESS WITH SERVICE, DATA & AI READINESS
Why Winning Brands Prioritize Customer Understanding and How You Can Start Today
Power your brand with smart service, meaningful data, and the right AI readiness. Position your brand to lead in the age of AI with strategic blueprint for success, on how to:
- Leverage service as a differentiator
- Turn customer data into powerful insights
- Use AI to create personalized, scalable experiences
- Take your first actionable steps toward transformation
Equip yourself with clear, practical steps to drive CX-led growth in your organization.
1:00 pm
NETWORKING LUNCH: DELVE INTO INDUSTRY CONVERSATIONS
- Meet interesting speakers and pick their brains on the latest CX issues.
- Expand your network and make connections that last beyond the conference.
- Enjoy great food and service while engaging with your customer experience colleagues.
1:30 pm
EXHIBITOR LOUNGE: VISIT BOOTHS & WIN PRIZES
- Browse through different sponsor booths and test drive new technology.
- Enter your name for a chance to win exciting prizes.
- Take advantage of event-specific offers and special content.
2:00 pm
PRESENTATION: DIVIDE & CONQUER WITH B2B CUSTOMER SEGMENTATION
How to Find New Customers and Increase Sales in B2B
Dramatic changes in buyers’ behaviour, evolving business models, and fast-paced technological advances necessitate a rethinking of how B2B companies design their growth strategies. Optimize and manage your organization’s customer experience to increase conversions. Develop a blueprint to:
- Better understand changes in buyer behaviour, market dynamics, and technology that require a B2B shift
- Build your ideal B2B organization that transitions from extracting value from customers to delivering value to them
- Measure the impact of customer-obsessed growth to ensure profitable, predictable, and sustainable B2B growth
Increase the effectiveness of your customer-obsessed growth engine to differentiate and stay ahead of the competition in a rapidly changing landscape.
2:30 pm
INDUSTRY EXPERT: AI ROADMAP
Build an AI roadmap to elevate customer experience in banking. From setting early priorities to selecting the right partner, Harry will reflect on the decisions and discussions that are shaping their approach. Explore how clear alignment, trusted expertise, and long-term vision are laying the groundwork for future impact.
- Strategize to developing agentic AI roadmap
- Evaluate and chose a vendor positioned to support long-term goals
- Process of building internal confidence and momentum in the program
- How the program balanced innovation with governance of risk and compliance
- What future-ready looks like: laying the foundation for scale and adaptability
2:30 pm
INDUSRY EXPERT WORKSHOP:16 WAYS EXPRESSIONS OF GRATITUDE IS TRANSFORMING DIGITAL CX
The Power of Gratitude in Customer Service, Customer Success and Relationship Expansion
The notion of gratitude, and its role in society and the economy has been greatly examined by philosophers, scientists, economists, academics. In recent years, Customer service and success leaders are very interested in integrating gratitude into the commercial processes have become increasingly digital, data-driven, algorithmic, and undifferentiated. Take away proven ways to incorporate expressions of gratitude into your commercial model and improve the performance, return and sustainability of your go to market efforts. Key takeaways:
- Why the best sales, marketing and services teams have learned the power of recognition and gratitude at every stage of the revenue cycle, from building a brand, to engaging prospects, to delighting and growing customer relationships
- The Financial Benefits of embedding expressions of gratitude into your commercial processes can multiply the impact and return on your investments in revenues, relationships and recurring revenue
- The art of balancing Artificial Intelligence and Emotional Intelligence to maximize growth – Why and where human connection, emotional intelligence and empathy in an algorithmic commercial model and the modern workplace
- The Brain Science behind the positive impact gratitude can have on buyers, prospects, sellers and leaders – from elevating customer relationships and experiences to enhancing seller confidence, engagement and performance.
3:00 pm
EXHIBITOR LOUNGE: ATTEND VENDOR DEMOS & CONSULT INDUSTRY EXPERTS
- Enjoy exclusive sponsor demos and experience the next level of customer experience innovation firsthand.
- Meet one-on-one with leading solution providers to discuss organizational hurdles.
- Brainstorm solutions and gain new perspectives and ideas.
3:30 pm
EVENING KEYNOTE: REVOLUTIONIZING E-COMMERCE LOGISTICS
Delivering Speed, Precision, and Sustainability
Innovative, customer-centric solutions play a crucial role in modern e-commerce logistics. With a focus on Delivery and Fulfillment strategies, apply technology, sustainability, and agile logistics to reshape the e-commerce landscape. The session will offer practical insights into how e-commerce brands can exceed customer expectations by optimizing their logistics operations—ensuring timely deliveries, smooth order fulfillment, and a seamless end-to-end customer experience. Create an actionable plan to:
- Building a Customer-Centric Logistics Strategy
Designing logistics solutions that prioritize customer satisfaction, ensuring timely and reliable delivery of every order. - Leveraging Technology to Streamline E-Commerce Logistics
Balancing Efficiency and Environmental Responsibility
Use advanced technology—such as AI, automation, and real-time tracking—can optimize delivery and fulfillment operations, increasing efficiency and reducing errors.
3:30 pm
SPOTLIGHT: COMBAT A SUPERFICIAL APPROACH TO CX
How to Bolster Buy-In by Aligning CX and Business Value
CX and customer centricity have seen improvements. However, translating CX into tangible business value remains a challenge for many CX leaders. Transform your company by investing in CX to build better engagement and prioritize CX across all departments. Develop a blueprint to:
- Demonstrate that CX and customer centricity are much more than buzzwords to secure genuine buy-in
- Explore how to effectively present CX programs as ROI opportunities
- Create goal alignment across organizational leadership to place the customer at the heart of the business
Increase your repeat business to create a measurable impact on overall business value.
4:00 pm
UNPANEL AND CLOSING REMARKS: REAL VALUES AND TAKEAWAYS - BY AUDIENCE FOR AUDIENCE
SESSION OF YOUR INTEREST?
Grab a drink and join your peers for the last session of the day where you set the agenda. Discuss your most pressing needs on:
Any missing topic you’d like to go into more detail?
Any highlights missing from the agenda?
Want to take the pulse of the room on your personal bugbear?
Join hands in exceeding expectations
4:30 pm