15th Customer Experience Summit Canada | Day 2:
8:00 am
NETWORKING BREAKFAST: BUILD COMMUNITY CONNECTIONS
- Start your morning by connecting with fellow CX and CS professionals.
- Exchange insights, share experiences, and prepare for another engaging day.
- Enjoy a hearty breakfast while meeting new peers and expanding your network.
8:45 am
OPENING REMARKS FROM YOUR HOST
Begin Day 2 with a quick overview of the sessions ahead. Gain insights into today’s key themes and discover how to maximize your learning and participation throughout the day.
9:00 am
KEYNOTE: CONNECT, COMMUNICATE, AND GET MORE PEOPLE TO SAY “YES”
How to use Stagecraft to Increase Sales Mastery and Customer Success
In today’s saturated marketplace, success doesn’t go to the loudest voice; it goes to the clearest, most confident communicator. Take away practical strategies to understand:
- Why are great communicators, like great performers, trained, not born.
- Blending Hollywood-level insights into human behavior with real-world sales experience, owning the room in every conversation, presentation, and client interaction.
- Instantly build trust, communicate value without pressure, master body language and confidence in high-stakes moments, and craft messaging that resonates emotionally.
Show up as the obvious choice, connect authentically, and inspire more people to confidently say “yes.”
9:30 am
EXCLUSIVE CS FIRESIDE: FROM TRANSACTIONS TO TRUST
How Intelligent Payments Infrastructure Drives Customer Retention & Revenue
Behind every successful subscription, renewal, and checkout is a complex infrastructure designed to reduce friction, prevent failure, and protect trust. Design systems like network tokenization, card account updaters, and intelligent card vaulting to reduce churn, prevent involuntary attrition, and create resilient customer journeys
- Quantify revenue impact to prioritize high-value fixes.
- Deploy network tokenization to improve authorization rates and reduce fraud declines.
- Monitor and report on failed updates to prevent lost subscriptions.
Use data to refine infrastructure, improve customer journeys, and protect recurring revenue.
10:00 am
ROUNDTABLES: DISCOVER THOUGHT-PROVOKING IDEAS
Take a deep dive into the future of customer experience and success through focused, peer-driven discussions. Exchange insights, explore new perspectives, and collaborate on solutions to shared challenges in an interactive setting. Choose from the following topics:
- Customer Emotion: Design journeys that evoke positive emotional connections.
- Customer and Account Churn: Strengthen loyalty and retention through proactive strategies. CATALYST CANADA
- Why Your Customers Ignore You (Even After You Added AI) OPINATOR
- From Data to Dialogue: Turn every interaction into meaningful insight.CISCO
- Redefining the Human Role in the AI-Era Contact Center ASAPP
Engage in open conversation, share best practices, and leave with actionable ideas to apply within your organization.
10:30 am
EXHIBITOR LOUNGE: DISCOVER SOLUTIONS & GAIN EXPERT INSIGHTS
- Explore the newest CX and CS technologies presented by leading industry partners.
- Discuss your organization’s challenges with top innovators and solution providers.
- Book one-on-one sessions for tailored guidance and strategic recommendations.
11:00 am
PRESENTATION: CUSTOMER SUCCESS METRICS THAT DRIVE RESULTS
From Data to Delight: Human-Centered CX Strategies That Drive Impact
Embed journey-centric thinking, multicultural strategies, and AI accelerators into your CX approach, creating repeatable frameworks that scale across the enterprise. Master success factors to:
- Leverage multicultural CX strategies to align DEI initiatives with business growth.
- Accelerate AI-powered solutions adoption to enhance customer-centric decision-making.
- Redefine customer-facing interactions by integrating feedback from customers and teams to improve coordination and experience delivery.
Scale journey management capabilities to enable data-driven strategic decision-making.
11:00 am
PRESENTATION: CUSTOMER SUCCESS WHEN FAILURE IS NOT AN OPTION
Building Trust in Mission-Critical Environments
Customer Success looks very different when your technology is relied on in the world’s most unpredictable moments like live news coverage in conflict zones, natural disasters, and high-pressure emergency response scenarios. Adapt CS processes to support customers who work under pressure, handle crises, or operate in unpredictable conditions and:
- Turn mission-critical reliability into long-term customer trust
- Translate complex technology into empowerment, not confusion
- Use storytelling and field insights to strengthen customer partnerships
Transform how customers feel supported across regions with diverse cultural understanding and human-centered support
11:00 am
PRESENTATION: DESIGNING THE DIGITAL FAN EXPERIENCE
How to Build a Seamless, Engaging, and Memorable Digital Journey for Millions of Fans
The Milano 2026 Olympic Winter Games aren’t just a sporting event; they’re a once-in-a-generation opportunity to unite a nation and engage millions of fans digitally. Walk back with strategies to:
- Leverage technology and data to personalize experiences for diverse audiences, including Canadian fans following from home, at work, and on-the-go.
- Integrate cross-channel experiences, ensuring scalability and consistency across social media, websites, mobile apps, and connected TVs.
- Create engagement moments that drive emotional connection, transforming spectators into lifelong advocates of the Olympic experience.
Design a world-class digital customer experience journey that keeps your fans inspired and connected across multiple platforms.
11:35 am
PANEL: TURNING INSIGHTS INTO IMPACT
Driving CX Excellence Through Data and Strategy
Unlock the power of customer insights to drive tangible business growth and elevate your customer experience. In this session, you’ll gain proven, actionable strategies to:
- Convert customer feedback into targeted actions that improve satisfaction, loyalty, and revenue.
- Build and scale CX programs that consistently rank among industry leaders, delivering measurable improvements year after year.
- Mobilize cross-functional teams and coaching initiatives that embed customer-centric thinking throughout your organization.
- Leverage data-driven decision-making while maintaining a human-centered approach that keeps customers at the heart of your strategy.
Implement immediately to boost operational excellence, increase sales performance, and create lasting customer value.
11:35 am
CASE STUDY: THE REVENUE IMPACT OF SCALABLE CUSTOMER EDUCATION
Turning Enablement into Revenue
As customer bases grow, and products become more complex, traditional high-touch customer success models struggle to scale. Create enablement so engagement can become a core growth engine and not just a support function by:
- Designing scalable customer success programs that grow with your customer base
- Turning customer education into a measurable driver of retention and expansion
- Building self-serve onboarding and learning journeys that accelerate time-to-value
Simplify complex products into actionable, customer-friendly learning experiences
11:35 am
PANEL: TURNING INSIGHTS INTO ACTION
USING DATA-DRIVEN DECISIONING TO POWER CX AND BUSINESS GROWTH
In today’s competitive landscape, success depends on how effectively organizations translate insights into impactful decisions. Align analytics with strategy and deliver measurable results to:
- Connect customer insights with core business priorities for maximum impact.
- Collaborate across teams to turn findings into actionable improvements.
- Engage leadership in using CX data to guide strategic decisions.
Transform your data into direction and empower your organization to act with clarity, confidence, and customer focus.
12:10 pm
Why Every Industry Keeps Making the Same Mistake
Customer satisfaction has hit a four-year low across industries during the exact same period AI investment in customer experience has accelerated faster than ever, and fintech is not immune. Master success factors on:
- The AI Experience Gap is a design problem, not a technology problem. Across literally every industry, AI-driven CX failures share the same structural root: the AI was designed around what the company needs from the interaction, not what the customer needs from that moment. Attendees will learn to identify where this gap exists in their own organizations.
- Traditional CX feedback systems go silent when AI delivers the experience. Most organizations can’t see their AI experience failures because the signals that surface problems (complaints, escalations, survey responses) were built for human-delivered interactions. Attendees will learn how to rebuild feedback architecture so that AI-driven experience failures reach the right people in real-time.
- Three questions can close the gap at any AI touchpoint. Attendees will leave with a practical, immediately applicable framework for shifting any AI-powered customer interaction from function-focused to human-focused design, regardless of industry or organizational function.
12:10 pm
INDUSTRY EXPERT:
Evaluating Customer Base and Translating Insights into Tangible Improvements.
This session shares the real story behind delivering CX at Mackenzie Investment – what helped, what hurt, and what they learned along the way. Because while CX looks amazing on slides, real life is much messier.
12:40 pm
NETWORKING LUNCH: CONNECT AND COLLABORATE
- Join fellow attendees and speakers to exchange insights from the morning sessions.
- Discuss challenges, explore opportunities, and build valuable professional relationships.
- Enjoy a relaxed atmosphere with great food and engaging conversation.
1:45 pm
EXHIBITOR LOUNGE: VISIT BOOTHS & WIN PRIZES
- Explore exhibitor booths and experience the latest CX and CS technologies in action.
- Enter exclusive draws and giveaways for your chance to win exciting prizes.
- Access special offers, product demos, and event-only content from industry leaders.
2:00 pm
LUNCHEON KEYNOTE: WINNING IN THE OMNICHANNEL ERA
BUILDING EXPERIENCES THAT CUSTOMERS LOVE
In a digital-first economy, customer expectations evolve faster than ever, and winning organizations are those that can align people, strategy, and technology to deliver seamless and meaningful customer experiences. Build a high-performance culture that fuels digital transformation to:
- Translate data, analytics, and customer insights into actionable CX improvements
- Align people, processes, and technology for scalable digital success
- Optimize eCommerce experiences using proven merchandising and sourcing strategies
- Lead teams through organizational change with accountability and motivation
Create strategic roadmaps that connect digital innovation to measurable business outcomes.
2:30 pm
INDUSTRY EXPERT: EXPERIENCE AS THE NEW GROWTH ENGINE
FUELING BUSINESS SUCCESS THROUGH SERVICE, DATA, AND AI READINESS
In today’s customer-centric world, experience is the most powerful driver of growth. Use service excellence, intelligent data, and AI innovation to stay ahead of changing expectations. Walk away with practical strategies to:
- Differentiate your brand through exceptional service and personalized engagement.
- Convert customer data into meaningful insights that inform smarter decisions.
- Build AI-ready systems that enable scalable, consistent, and adaptive experiences.
Transform your organization by making experience, and not products your strongest competitive advantage.
3:05 pm
FIRESIDE: OPERATIONAL CX EXCELLENCE
How Process Improvement Drives Customer Satisfaction and Performance
Discover how operational rigor and customer-centric strategy intersect to create exceptional customer experience. Elevate customer satisfaction, empower teams, and strengthen brand loyalty with structured process by:
- Removing friction points and standardize high-quality customer interactions.
- Aligning CX strategy with organizational goals, ensuring customer initiatives directly support brand identity and market performance.
- Building and empowering high-performing teams through coaching, structured workflows, and a culture of continuous improvement.
- Leveraging data-driven insights to improve service delivery, measure impact, and drive operational efficiency.
Strengthen customer relationships with scalable solutions that enhance trust, simplify experiences, and improve retention.
3:05 pm
PANEL: FROM CONTENT TO CONVERSION, UNLOCK THE POWER OF DIGITAL ENGAGEMENT
How CX has evolved from a buzzword into a business imperative and why embedding it into every department is the foundation of lasting brand loyalty.
Build a customer experience-centred organization from the ground up. A strong internal culture of empowerment and responsiveness enables teams to use content not just to attract, but to genuinely connect with and retain customers over the long term.
- Turn digital engagement into real conversions and conversions.
- Use social media storytelling to AI, CRMs, and digital ecosystems designed to reduce friction at every touchpoint.
- Shape your brand’s digital presence with actionable takeaways you won’t want to miss.
3:35 pm
EXHIBITOR LOUNGE: ATTEND VENDOR DEMOS & CONSULT INDUSTRY EXPERTS
- Watch live demonstrations of cutting-edge CX and CS solutions from top vendors.
- Engage directly with solution providers to discuss challenges and identify custom strategies.
- Collaborate with experts to explore new tools, techniques, and emerging best practices.
4:05 pm
SPOTLIGHT: CX FUNCTION AS A DIRECT REFLECTION OF LEADERSHIP AND INTERNAL SYSTEMS
How System Readiness Shapes Customer Growth
Reframe your customer journey mapping as a reflection of organizational readiness. Do not create experiences at the front line alone, but emerge from leadership clarity, internal alignment, and the way people inside an organization work together by:
- Avoiding friction in the customer journey that signals deeper internal breakdowns across teams, incentives, and priorities.
- Challenging the assumption that fixing surface-level touchpoints leads to lasting impact.
- Failing to address internal misalignment see diminishing returns from even their best customer experience efforts
Adopt AI and new Automation systems to resolve will rather amplify.
4:05 pm
PANEL: JOURNEY MAPPING, FEEDBACK, AND BEHAVIOURAL DATA
How To Get The Full Customer Story
No single source tells the full customer story. Journey maps, customer feedback, and behavioural data each show a different part of the experience. Real insight comes from connecting all three.
- Journey mapping should drive decisions, not just diagrams
If journey mapping doesn’t lead to clear priorities, funding decisions, or process changes, it’s just an exercise. - Behavioural data reveals what customers won’t say
Customers rarely report friction clearly, but behavioural data shows it through drop-offs, repeat contacts, and channel switching. - Most customer problems are actually organizational problems
Journey work often exposes internal silos, handoffs, policies, and incentives as the real root causes of poor experiences.
The goal should not be more dashboards, it’s better decisions. Organizations that win are those that turn insights into improvements quickly.
4:35 pm
CLOSING KEYNOTE: SCALING CX WITHOUT LOSING YOUR SOUL
HOW TO EVOLVE CUSTOMER EXPERIENCE THROUGH GROWTH & TRANSFORMATION
As organizations modernize and scale, CX can easily lose its clarity, empathy, and trust. Walk away with practical strategies used across leading industries to strengthen CX during rapid transformation without sacrificing what customers value most and:
- Anchor transformation in customer truths to solve real needs and pain points.
- Co-design change with customers to maintain transparency and trust through every shift.
- Build scalable CX structures that grow the organization without losing personalization.
- Use data to guide decisions that improve impact, prioritization, and customer alignment.
Embed continuous CX improvement so teams consistently enhance experiences beyond launch.
5:00 pm
CLOSING COMMENTS FROM YOUR HOST
Reflect on key takeaways and insights from the conference. Develop your plan of action and highlight strategies to implement in your work.
5:15 pm