7:45 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 and maximize your value.
9:00 am
CX KEYNOTE: REDEFINE YOUR CX
Redefining Customer Experiences for The Future of Work
Local AI is driving some of the most important workflow improvements, bringing processing straight to the device and end-user to reduce cost while increasing speed, privacy, and security. This unlocks deeper insights and faster decision making, freeing up time to focus on high-value customer interactions and delivering more effective outcomes. Redefining customer engagement and learnings to:
- Streamline sales operations and enhance customer interactions with deeper insights
- Leverage the most relevant data to personalize customer interactions
- Improve workflows, increase productivity, and create more fulfilling work experiences with automation and data analytics
- Simplify work and support faster, more informed decision-making with a seamless, integrated ecosystem of software and devices
Create smarter, more seamless customer experiences and unlock new possibilities for the future of work.
9:30 am
C-SUITE EXCLUSIVE: CUSTOMER SUCCESS & CUSTOMER EXPERIENCE INTERSECT
Build a Loyal Customer Base to Boost Your Company’s Revenue
While customer success is an integral part of the overall experience, CX encompasses the entire customer lifecycle. Deploy tactics to improve customer retention by cultivating both transactional and interpersonal relationships with your customers. Source practical tips to:
- Engage customers from awareness and purchase to retention and advocacy
- Proactively build a holistic approach to ensure all key aspects of CX are integrated at every interaction
- Enable your company to gain a deeper understanding of your customers
Transform your customer success strategy to advance CX impact within your company.
10:00 am
SPEED NETWORKING: MAKE MEANINGFUL CONNECTIONS
Grow your network by meeting like-minded individuals to share your latest ideas and projects with:
- Enjoy a quick icebreaker, exchange LinkedIn information, and build lasting business relationships.
- Achieve your conference networking goals in a fun and agile fashion.
- Join a community of customer experience leaders and gain invaluable support.
10:30 am
SPOTLIGHT: OPTIMIZE DIGITAL SALES
How To Use Messaging to Generate Revenue In Digital Sales
75% of customers are OK with receiving messages from brands. Grow Revenue by making sure you have shopper’s opt-in and give clear ways to change and cancel subscriptions. Create practical ways to:
- Convert abandoned carts into sales
- Grow loyal audience
- Share personalized offers
Witness an explosive ROI in your company with messaging far beyond any other channel.
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
CASE STUDY: REDEFINE YOUR CONTENT STRATEGY
Combine Winning Content Curation with Personalized Relevant Messaging
Fifty-nine percent of customers switch brands due to poor customer experience. A great content strategy will help your company know what to say and when to say it. Transform your customers into brand evangelists by building a relatable content strategy. Adopt best practices to:
- Identify the right type of content and the right audience
- Pinpoint the deciding factors that lead to higher conversion rates
- Integrate your data for personalized relevant messaging to ensure customer prioritization
Become a CX leader through well-crafted content and relevant personalization.
11:30 am
CASE STUDY: UNLEASHING CREATIVITY
Crafting Viral Campaigns and Building Brand Success
Harness the power of creativity and innovation on influential platforms by developing creative strategies that resonate with today’s audience, design campaigns that have viral potential, and effectively engage with your platform’s unique community. Leverage the right tools and trends to drive brand awareness, loyalty, and measurable results. Take away an actionable plan to:
Create compelling and innovative strategies that capture the attention of a vast and diverse audience.
- Design Viral Campaigns, including content formats, trends, and engagement tactics.
- Leverage creative tools and features to enhance your campaigns, from editing tools to interactive elements.
- Build Authentic Brand Connections to engage with your community in an authentic way that fosters brand loyalty and long-term customer relationships.
Measure Campaign Success and track, analyze, and optimize your campaigns to ensure they drive real, measurable business results.
12:00 pm
INDUSTRY EXPERT: OUTSOURCING CX
Enhance Your Service Reach through CX Outsourcing
Achieve seamless scalability in multi-geo and multi-lingual support, as well as the transformative impact of AI-driven capabilities in enhancing CX delivery. Elevate your customer engagement strategies in an increasingly globalized business landscape by:
- Expanding Horizons: The Role of BPO Partners in Enhancing CX Across industries
- Scalability in Action: Strategies for Implementing Multi-Geo and Multi-Lingual Support
- AI in CX: Augmenting Delivery to Meet Evolving Customer Expectations
Implement innovative solutions to enhance service delivery and customer engagement
12:00 pm
INDUSTRY EXPERT: Scaling Support, Intelligently
Inside D2L’s CX Reinvention with AI Agents
When D2L’s global learning platform outgrew its traditional support systems, scaling without sacrificing quality became mission-critical. With 15 million users across 30+ countries, they needed more than a chatbot—they needed an innovative, human approach.
Hear the story of how D2L reimagined CX with AI Agents:
- Empowering human agents with real-time intelligence
- Personalizing experiences for diverse users
- Turning support into a product innovation and loyalty driver
If you’re leading CX at scale, this is your blueprint for building intelligent support that doesn’t lose the human touch.
12:30 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.
1:45 pm
INDUSTRY EXPERT
Unlock the Power of AI to Transform Customer and Employee Experiences
In this session, we’ll explore how a well-crafted AI strategy can become a powerful catalyst for transforming Customer Experience (CX) and driving measurable business value. Learn how leading organizations are successfully leveraging AI to elevate both CX and Employee Experience (EX), and what it takes to future-proof these initiatives in today’s rapidly evolving digital landscape. Whether you’re just beginning your AI journey or refining an existing strategy, this session offers insights and practical guidance to help you stay ahead. You’ll leave with a clear understanding of the key pillars of an effective AI strategy, best practices for realizing early value, and a preview of the innovations shaping the future of CX and EX.
1:45 pm
INDUSTRY EXPERT: From Automation to Autonomy
Harnessing Agentic AI for Next-Generation Customer Support
The era of static automation is giving way to intelligent, adaptive AI agents capable of making decisions, learning in real time, and driving personalized customer support at scale. In this session, explore how Agentic AI—AI that acts with autonomy toward defined goals—is transforming the landscape of customer success.
You’ll walk away with a clear understanding of how to:
- Identify where Agentic AI can drive the most impact in your support workflows
- Use real-time data and context to power intelligent, goal-directed agent behavior
- Balance human oversight with autonomous systems to deliver personalized, scalable support
- Design a future-ready customer success strategy around autonomous, data-driven AI agents
Learn how to move beyond automation and empower your support organization with AI that doesn’t just respond—it reasons, learns, and acts.
2:15 pm
FIRESIDE: DIGITAL OVERHAUL
Navigating the Future of Marketing and Business Communications in a Digital World
Marketing communications and brand strategy are evolving in the digital age. With a strong. For working with diverse, high-profile clients, it is important to understand the intersection of digital media, integrated marketing, and business operations. Leverage digital tools and strategies to solve business problems, drive brand growth, and stay competitive in an ever-changing marketplace. Create a holistic approach:
- Across digital and traditional media to amplify brand presence and impact.
- To crafting long-term brand strategies that evolve with consumer needs and behaviors.
- To adapt to the digital media landscape and leverage new technologies to drive marketing and business operations.
Thrive in the rapidly changing marketing landscape by effective integration of traditional and digital media
2:15 pm
FIRESIDE: MANAGING SUCCESS’ IN CUSTOMER SUCCESS
Measuring What Matters
Customer success is an ongoing process. We must measure what matters to our businesses. Metrics drive alignment, accountability, and transparency. By identifying gaps, you can improve your processes and increase success for your clients and your business. Develop an action plan to:
- Identify core business outcomes
- Create input metrics to drive business outcomes
- Drive activities that are accretive to your business goals and improve processes to close client experience gaps
- Continuously monitor customer success metrics
We are here because of our clients. Drive continuous improvement with an operating plan to measure what matters.
2:45 pm
INDUSTRY EXPERT: From NPS to Real-Time Impact
Driving Results with AI-Powered CX
Most companies are stuck in an outdated CX model—collecting feedback, generating reports, and hoping for insight. But in today’s fast-paced world, passive listening isn’t enough. Learn how to go beyond NPS to turn feedback into action and CX into a true competitive edge. We’ll share how leading brands are using AI-powered tools and smarter strategies to move from static measurement to real-time engagement that drives results.
Key takeaways:
- Why traditional VoC strategies are falling short.
- How AI can be used to understand—not just collect—customer insights.
- Practical ways to boost engagement and actionability.
Turn your CX strategy into a competitive advantage by transforming passive listening into real-time impact.
2:45 pm
INDUSTRY EXPERT: FUTURE OF ENTERPRISE CUSTOMER COMMUNICATION
Smarter, Greener, Faster: A Vision for Enterprise AI in The Contact Center
Proprietary AI augments human agents without compromising speed, control, or trust. Walk away with a unique perspective on real-time automation, data sovereignty, and carbon-conscious innovation:
- Contact centers don’t need more generic AI
- Need for domain-specific, CRM-integrated solutions
- Drive measurable outcomes like faster deployment, lower churn, and sustainable growth.
3:15 pm
CASE STUDY: GenZ and CX
Public Service for a New Generation
Big ideas transform organizations, and our big idea was to understand and engage GenZ like never before!
- Customer Experience for GenZ has to be social; a new medium for speaking
- A tone that relates and connects issues that matter to them and their reality.
- Design the approach vs. the problem using traditional and non-traditional approaches
3:15 pm
FIRESIDE CASE STUDY: CUSTOMER JOURNEY MAPPING
Apply Holistic Customer Success Management to Grow Your Revenue
Many companies strive to deliver exceptional customer experiences but operate business models that are disconnected from their customers’ needs. Leverage your customer journey to gain deeper insight into your customers’ perspectives and boost retention rates. Master the success factors to:
- Develop a customer-centric business model
- Address challenges and advocate for meaningful change
- Adopt best practices for a customer-centric organization
Transform your customer journey to make a lasting impact on your bottom line.
3:45 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.
4:15 pm
PRESENTATION: The Multimodal AI Revolution
How Multimodal AI Will Fundamentally Change Customer Interactions and Expectations
Leverage the power of AI that understands and interacts across various modalities – text, voice, vision, and more – to create unprecedented levels of personalization, efficiency, and engagement, as will be illustrated through pioneering examples and live demonstrations of cutting-edge capabilities.
- Understanding the Power of Multimodal AI: Exploring how AI’s ability to process and integrate information from multiple sources (text, speech, images, video) will lead to a richer, more contextual understanding of customer needs and intent.
- Transforming Customer Interactions: Demonstrating how Multimodal AI can enable more natural, intuitive, and seamless customer journeys across diverse touchpoints, from intelligent agents automating tasks and sophisticated conversational AI, to new forms of interactive assistance.
- Enhancing Personalization and Empathy: Discussing how a holistic view of the customer, enabled by multimodal data and AI’s ability to synthesize vast information, can drive hyper-personalized experiences and allow AI to respond with greater insight and understanding.
- Unlocking New CX Possibilities: Brainstorming innovative applications of Multimodal AI in areas like proactive support, dynamic information retrieval and interaction, and creating a more inclusive and accessible customer experience.
- Preparing Your Organization for a Multimodal Future: Identifying the critical skills, technological infrastructure, and ethical considerations necessary to successfully implement and scale these advanced Multimodal AI solutions for transformative CX.
4:15 pm
PRESENTATION: BUILD YOUR CUSTOMER SUCCESS BUSINESS CASE
Beyond Vanity Metrics: Re-thinking Customer Success with Behavioral Insights
Traditional customer success metrics often rely on vanity indicators like NPS, CSAT, and engagement rates which often don’t paint a full picture of customers’ behaviors and attitudes along their customer journey. This talk explores how organizations can shift to focus on behavioural metrics that drive outcomes and provides a narrative-focused framework for sharing your metrics.
4:45 pm
CLOSING KEYNOTE: DECONSTRUCTING CX & CS
Look Beyond the Buzzwords and Reflect on Your Role as a CX/CS Practitioner
The rapidly evolving landscape of marketing and sales introduces an intimidating mix of technologies, frameworks, and jargon that can simultaneously overcomplicate and oversimplify customer engagement efforts. Transform your perspective by adopting a sociological lens. Adopt best practices to:
- Understand how terms like “personas,” “consumer journeys,” and “audiences” evolve from useful constructs to restrictive paradigms
- Recognize how relying on metrics and KPIs to measure success can obscure your understanding of customers’ realities
- Address how the complexities of AI and data science can undermine trust in your own critical thinking
Instil thoughtful reflection into your practices to improve decision-making and align more closely with customer needs.
5:15 pm
CLOSING COMMENTS FROM YOUR HOST
Review the key solutions and takeaways from today’s sessions. Source a summary of action points to implement in your work. Discuss tomorrow’s highlights!
5:30 pm
EVENING RECEPTION: ENJOY GREAT CONVERSATION, MUSIC & NETWORKING
- Relax and unwind with tasty cocktails after a long day of learning.
- Don’t miss your chance to win fun prizes by scanning your badge at our exhibitor booths.
- Make dinner plans with your new connections and explore the best of what Toronto nightlife has to offer. Just be sure to set your alarm for Day 2!
6:30 pm