15th Customer Experience Summit Canada | Day 1:
7:45 am
NETWORKING BREAKFAST: BUILD COMMUNITY CONTACTS
- Start your morning by engaging with fellow customer experience professionals.
- Build meaningful connections with your CX peers and industry colleagues over breakfast.
- Exchange insights, share emerging trends, and prepare for an exciting day of learning and collaboration.
8:45 am
WELCOME REMARKS FROM YOUR HOST
Gain an overview of the day’s sessions and discover how to make the most of your CX Summit experience. Set your intentions for the day, align with your professional goals, and get ready for an impactful event ahead.
9:00 am
CX KEYNOTE: EXPERIMENT TO WIN
How Experimentation Can Evolve from High-velocity A/B Testing into A Core Operating System for Digital Growth
In today’s hyper-digital world, exceptional customer experiences aren’t built through intuition alone; they’re shaped through continuous learning at the intersection of technology, data, and empathy. Move beyond siloed innovation toward a culture of experimentation that turns customer insight into scalable product impact by:
- Building an experimentation engine that accelerates customer-centric innovation
- Scaling agile teams and digital capabilities through fast feedback loops
- Using data, design, and testing to validate product bets before investing heavily
- Embedding experimentation as a durable capability for long-term digital evolution
Redefine digital experiences, earn customer trust, and create lasting competitive advantages through experimentation-driven product development.
9:30 am
SPOTLIGHT: FROM PODIUM TO PLATFORM
Translating Olympic-Grade Performance into Exceptional Customer Experiences
Elevate digital customer experience with the mindset, strategy, and execution behind world-class performance. Design seamless, engaging, and emotionally resonant customer journeys by embracing the pursuit of excellence and data-driven performance tracking. Create a roadmap to:
- Apply high-performance frameworks used by elite athletes to inform CX leadership and team development.
- Build resilient teams and adaptable experiences for fast-changing digital environments.
- Use continuous improvement and performance metrics to incrementally refine the customer journey.
Heighten your culture of excellence, discipline, and motivation to consistently deliver customer experiences that inspire trust, loyalty, and long-term advocacy.
10:00 am
SPEED NETWORKING: BUILD CONNECTIONS THAT COUNT
Expand your network by engaging with professionals who share your passion for customer experience and success. Participate in quick, structured conversations that make it easy to meet new peers, exchange insights, and spark meaningful collaborations. Join this lively session to:
- Connect with like-minded CX and CS professionals through guided introductions.
- Exchange perspectives, discuss challenges, and discover collaboration opportunities.
- Strengthen your network and gain fresh insights to enhance your professional journey.
10:30 am
BELL SESSION
11:00 am
EXHIBITOR LOUNGE: EXPLORE SOLUTIONS & MEET INDUSTRY INNOVATORS
- Explore Visit partner displays to experience innovative tools and platforms firsthand.
- Discuss your CX challenges with experts and receive tailored recommendations.
- Schedule one-on-one consultations for actionable insights and best practices.
11:30 am
CASE STUDY: MASTERING OMNI-CHANNEL RETAIL
DELIVERING SEAMLESS CUSTOMER EXPERIENCES IN A CONNECTED WORLD
Customers expect seamless and consistent experiences across every touchpoint. Unpack your operational frameworks to drive successful omni-channel transformation and:
- Design omni-channel journeys that truly reflect customer needs
- Use data, CRM, and intelligence to personalize every interaction
- Build cross-functional teams that enable operational excellence
- Leverage performance metrics to optimize resources and improve CX
Create your agile, customer-focused organization capable of long-term success
11:30 am
CASE STUDY: AI-POWERED CUSTOMER SUCCESS
HOW HUBSPOT IS REDEFINING THE CUSTOMER EXPERIENCE
AI is transforming how customer success teams operate and get faster response times. Integrate AI into every stage of the customer journey to
- Identify churn risks and upsell opportunities before they happen.
- Use generative AI to deliver tailored communications and success plans for every customer.
- Balance automation with authenticity to elevate human performance, not replacing it.
- Turn customer insights into proactive engagement strategies.
Build trust through transparency, consent, and customer data integrity for responsible and ethical AI in your CX
11:30 am
ELEVATE CX ACROSS DISCOVERY, ENGAGEMENT, AND CONVERSION WITH MODERN ML INFRASTRUCTURE
BUILDING SCALABLE ML SYSTEMS THAT POWER NEXT-GENERATION DIGITAL EXPERIENCES
Delivering meaningful, personalized digital experiences requires more than surface-level analytics. Design machine learning systems that understand intent and predict needs. Master success factors to:
- Build ML systems that materially improve digital CX
- Accelerate innovation to feature stores and model platforms
- Navigate why scalable compute is essential for real-time AI interactions
Translate data into your measurable business growth with appropriate ML investments
12:05 pm
INDUSTRY EXPERT: THE UBER MOMENT FOR CX
How Agentic AI Redefines the CX Stack Around Context
The CX industry is at its Uber moment. Shifting customer behavior, rising enterprise demands, and AI‑native technologies are converging to redefine what great customer experience looks like. Success in this new normal requires more than incremental improvements or standalone AI tools-it demands a reimagined CX strategy built around real‑time context, intelligent orchestration, and agentic AI. This session explores how organizations can move beyond channels and silos to design an agentic CX stack that delivers hyper‑personalized, consistent experiences at scale, while enabling humans and AI agents to work together to drive meaningful business outcomes.
- Understand why CX has reached its Uber moment and what it means for customer expectations and enterprise strategy
- Learn how agentic AI and real‑time context enable more personalized, proactive, and consistent experiences
- Discover how to design a hybrid workforce where AI agents and humans collaborate to scale impact
- Gain a practical framework for reimagining the CX stack around one experience, across every interaction
12:05 pm
INDUSTRY EXPERT: FROM HYPE TO HARD RESULTS
What is Actually Takes to Implement AI That Moves CX Metrics
AI has incredible potential to transform customer experience—but only when it’s implemented with purpose and discipline.
Master success factors to:
- Using deterministic, generative, and agentic AI to deliver measurable improvements in both customer and employee experience.
- Navigating what works, what doesn’t, and how to scale AI beyond pilots.
- Covering the critical enablers of success: observability, continuous optimization, and the human-in-the-loop efforts required to turn AI solutions into a sustainable capability.
12:35 pm
NETWORKING LUNCH: ENGAGE IN INDUSTRY CONVERSATIONS
- Meet dynamic speakers and gain insights on the latest customer experience trends.
- Strengthen your network and build meaningful professional connections.
- Enjoy great food and conversation with your peers in the CX community.
1:50 pm
INDUSTRY EXPERT: OPTIMIZING DIGITAL ENGAGEMENT AND JOURNEY PERFORMANCE
Leverage enterprise technology and data-driven strategies to drive meaningful actions
Walkaway with hands-on insights from journey testing, AI-powered process automation, and CRM-driven engagement campaigns, alongside conversion benchmarks that showcase structured experimentation improving outcomes for:
- Designing digital campaigns that truly resonates by aligning technology strategy with service goals.
- Identifying friction points through journey testing and using AI-driven automation to streamline interactions without compromising privacy or compliance.
- Leveraging robust data governance frameworks to ensure data quality and security, enabling evidence-based decision-making and service improvements.
- Personalizing and targeting messaging across integrated digital platforms, including CRM systems, to maximize engagement and conversion.
Transform experiences while driving operational efficiency and strategic alignment
1:30 pm
EXHIBITOR LOUNGE: DISCOVER BOOTHS & WIN REWARDS
- Explore a range of partner booths and experience the latest CX innovations firsthand.
- Enter prize draws for your chance to win exclusive rewards.
- Access special offers and event-only content from leading solution providers.
1:50 pm
LUNCHON KEYNOTE: CX AND CS BEYOND THE DASHBOARD
HOW AI AND DECISION SCIENCE ARE REDEFINING DIGITAL CUSTOMER EXPERIENCE
Every click, scroll, and purchase tells a story, but are you really listening? Turn complex data into simple, actionable intelligence that transforms customer experience. From predicting churn to shaping behavior in real time, connect the science of data with the art of experience with:
- Predictive analytics and AI to anticipate and exceed customer expectations.
- Big data transformation into fast, confident, customer-focused action.
- Machine learning and behavioral data to create meaningful, relevant experiences across channels.
Balance automation and empathy to deliver smarter, more human digital interactions.
2:20 pm
INDUSTRY EXPERT
Your CX Program is 114 years older than Canada. Time to rebuild it.
Your CX program is built on a foundation older than you think. Much older. And while the world has changed beyond recognition, the way most companies collect and act on customer feedback hasn’t. Same logic. Same assumptions. Same blind spots.
In this session, we’ll unpack where CX measurement really comes from, why it got stuck, and what a modern program actually looks like. One that is embedded in the customer journey, designed for real-time action, and built to deliver business results instead of sitting in a report.
Key takeaways:
- The surprising origin of CX measurement and why it still shapes (and limits) what we do today.
- What needs to change to move from static, periodic feedback to continuous, actionable signals.
- Practical approaches to rebuild your CX program for speed, relevance, and real impact.
If your CX program feels slow, disconnected, or ignored, it might not be a strategy problem. It might be an architecture problem, 114 years in the making.
2:20 pm
INDUSTRY EXPERT: YOUR BEST AGENT ISN’T A PERSON ANYMORE
How the service role is evolving in the AI agent era
For decades, customer service has been built around people handling interactions, supported by technology. Redefine contact centers for frontline responsibilities and building operating models that allow automation to grow without losing control.
- How AI agents are reshaping frontline responsibilities
- How human roles shift toward guidance, oversight, and improvement
- What effective human and AI collaboration looks like in daily operations
- How to scale automation without sacrificing trust or control
2:55 pm
PANEL: DIGITAL EVOLUTION IN MARKETING AND COMMUNICATIONS
Navigating Brand Strategy and Engagement in a Connected World
Marketing and communication are rapidly evolving as digital ecosystems expand. Adapt strategies to connect with diverse audiences, strengthen brand identity, and drive growth to:
- Integrate digital and traditional media for stronger brand visibility.
- Develop long-term strategies that evolve with shifting consumer behaviors.
- Leverage new technologies to enhance engagement and business performance.
Thrive in a changing marketplace by embracing your digital transformation that empowers both brands and audiences
2:55 pm
PANEL: THE SCIENCE OF CLIENT SUCCESS
A Segment-Driven Approach to Predicting, Personalizing, and Delivering Value
Design Segment-Specific Client Journeys: Use segmentation and behavioral insights to craft personalized experiences that address the unique needs of each client group.
- Predict Client Needs Proactively
- Discover methods to anticipate client behaviors and pain points, enabling timely, targeted interventions that strengthen satisfaction and retention.
- Optimize the Entire Client Lifecycle: Gain frameworks to deliver consistent value, from onboarding to long-term relationship management using data, cross-functional alignment, and outcome-focused strategies.
From tailored interventions to lifecycle optimization, deliver consistent, value-driven experiences that grow trust and long-term relationships.
2:55 pm
PRESENTATION: CRAFT CX THAT ARE AS STRATEGIC AS THEY ARE MEMORABLE
Driving Growth, Engagement, and Loyalty Through Data-Driven Marketing
In a world where customer expectations evolve faster than ever, delivering an exceptional experience isn’t just nice, it’s critical for growth. Create seamless, engaging, and revenue-driving customer journeys to:
- Align cross-functional teams in marketing, digital, and sales to deliver unified customer experiences.
- Use insights to inform personalized, relevant, and impactful customer interactions.
- Orchestrate brand, content, eCommerce, and ticketing touchpoints for maximum engagement.
- Turn customer experience investments into measurable growth and loyalty.
Turn Innovation in your action with campaigns and programs that transform fan and customer engagement.
3:25 pm
EXHIBITOR LOUNGE: ATTEND VENDOR DEMOS & CONSULT CX EXPERTS
- Enjoy exclusive sponsor demos and experience the next level of contact centre innovation firsthand.
- Meet one-on-one with leading solution providers to discuss organizational hurdles.
- Brainstorm solutions and gain new perspectives and ideas.
4:00 pm
CASE STUDY PANEL: BUILDING A UNIFIED DIGITAL, DATA & TECHNOLOGY ECOSYSTEM
A Leadership Blueprint for Global CX Excellence
Organizations must unify digital, data, and technology capabilities to deliver seamless, intelligent, and scalable customer experiences. Transform enterprise-wide digital ecosystems bridging AI, data science, ERP modernization, automation, and cross-functional governance into one cohesive strategy to:
- To define a forward-looking digital and data strategy that aligns with organizational goals.
- Structure an effective mix of internal talent and external expertise.
- Design an AI roadmap that improves customer experience and operational efficiency.
Implement governance frameworks, policies, and processes that enable innovation while managing risk, ensuring robust data management, security, and compliance across global markets.
4:00 pm
FIRESIDE: UNLOCK GROWTH THROUGH OPERATIONAL EXCELLENCE AND STRATEGIC PARTNERSHIPS
Transform Customer Success into A Catalyst for Organic Growth, Market Expansion, And Post-Acquisition Value Realization
In today’s competitive landscape, Customer Success is no longer a support function, it’s a growth engine. Drive measurable business expansion by aligning operations, strategic partnerships, and M&A integration. Walk away with actionable strategies to:
- Build efficient, data-driven CS operating models
- Managing customer relationships through product changes, new offerings, and evolving org structures
- Preventing churn during scaling phases
Create a “Value Engine” that customers feel on day one and ensure customer confidence during organizational or product transition
4:00 pm
PRESENTATION: CRAFT CX THAT ARE AS STRATEGIC AS THEY ARE MEMORABLE
What Does “Good CX” Mean When AI Owns the Journey?
As AI increasingly shapes customer interactions – automating decisions, micro-personalizing journeys, and removing human touchpoints – the very definition of “good customer experience” is being rewritten. Is it speed and efficiency? Trust and transparency? Or something entirely new?
In this panel, leaders from LSEG, Sun Life, and Phase 5 will explore how AI is transforming not just how experiences are delivered, but how they are designed, measured, and governed. Through real-world examples, they’ll unpack where AI is enhancing CX, where it’s falling short, and the hard tradeoffs organizations must navigate.
Join us for a candid discussion on what “good” looks like in an AI-driven world—and how leading organizations are redefining it.
4:35 pm
CLOSING KEYNOTE & COMMENTS FROM YOUR HOST CLIMB AS A FRAMEWORK
Why Customer-Centric Efforts Stall and What Leaders Must Reinforce
Most organizations invest in listening programs, map journeys, and track experience metrics across the enterprise. Yet even strong organizations often find that progress slows or stalls before meaningful change takes hold. Leave with a clear mental model to:
- Understand why customer-centric initiatives lose momentum and what leaders must reinforce if execution is going to hold across silos.
- Strengthen the leadership, listening, and governance disciplines required to convert customer insight into consistent action.
- Diagnose where progress may be breaking down inside complex organizations and what it takes to stabilize the climb toward true customer-centric execution.
5:15 pm
EVENING RECEPTION: ENJOY GREAT CONVERSATION, MUSIC & NETWORKING
- Unwind and relax with refreshing cocktails after a productive day of sessions.
- Enter to win prizes by scanning your badge at participating exhibitor booths.
- Connect and celebrate with your new peers while exploring the best of Toronto’s evening scene.
Take this opportunity to enjoy good company, great music, and meaningful connections before gearing up for another exciting day.
6:15 pm