7:30 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: 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.
9:30 am
EXCLUSIVE CS SESSION: CUTTING THROUGH SURVEY FATIGUE
INNOVATIVE WAYS TO ENGAGE CUSTOMERS AND GATHER AUTHENTIC FEEDBACK
Customers are overwhelmed with feedback requests, leading to lower engagement and less meaningful responses. Design creative feedback channels that capture attention, inspire participation, and provide actionable insights to:
- Use data and design thinking to encourage genuine, consistent feedback.
- Identify key touchpoints to close the loop and reduce dissatisfaction.
- Leverage feedback insights across teams to drive organizational alignment.
Reimagine the way you collect customer input—turning survey fatigue into a stronger connection between your brand and your audience.
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.
- E-Commerce: Enhance both customer and seller experiences in a digital marketplace.
- From Data to Dialogue: Turn every interaction into meaningful insight.
- Human + Machine: Redefine CX roles in the age of generative AI.
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
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.
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.
- Integrate cross-channel experiences, ensuring consistency across mobile apps, social media, websites, and in-venue touchpoints.
- 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
11:00 am
PRESENTATION: CUSTOMER SUCCESS METRICS THAT DRIVE RESULTS
IDENTIFYING AND CLOSING GAPS FOR CONTINUOUS IMPROVEMENT
Measuring success goes beyond tracking satisfaction, it’s about understanding what truly impacts retention and growth. Assess your customer success performance, pinpoint areas for optimization, and create a framework for ongoing improvement to:
- Detect key performance gaps that influence customer outcomes.
- Strengthen internal processes to improve overall satisfaction.
- Continuously track and refine success metrics for lasting impact.
Enhance your measurement strategy to deliver value-driven experiences and sustained business growth.
11:30 am
FIRESIDE: THE FAN EXPERIENCE—DRIVING STRATEGIC CHANGE THROUGH COMMUNITY
EMPOWERING AUDIENCES AND BUILDING INCLUSION IN THE GLOBAL ENTERTAINMENT LANDSCAPE
Beyond premieres and production deals, the true force lies in the fans who shape culture and reinforce shared values of inclusivity and creativity. Harness audience engagement as a catalyst for lasting transformation. Develop an action plan to:
- Strengthen strategic communication and stakeholder alignment to enhance cultural influence.
- Champion local talent and creative voices on both national and international stages.
- Build authentic partnerships that celebrate diversity and foster meaningful inclusion.
Turn your audience passion into a powerful driver of innovation, representation, and long-term industry growth.
11:30 am
CASE STUDY: MAPPING YOUR NEXT BPO PARTNERSHIP
CHOOSING THE RIGHT GLOBAL PARTNER FOR SCALABLE AND HIGH-QUALITY CX
Selecting the right outsourcing location and partner can make or break your CX strategy. Evaluate offshore and nearshore options to achieve the perfect balance between cost efficiency, quality, and customer satisfaction to:
- Assess emerging and established BPO regions to match your business goals.
- Build a reliable selection process that minimizes risk and maximizes value.
- Create strong partnerships that ensure seamless, high-quality customer interactions.
Develop a partnership roadmap that enhances efficiency, strengthens performance, and supports long-term CX success.
11:30 am
DIGITAL STRATEGY SESSION: OPTIMIZE DIGITAL CX THROUGH DATA, CONTENT & AUTOMATION
TURNING DIGITAL ENGAGEMENT INTO MEASURABLE GROWTH
Modern customers expect fast, intuitive, and relevant digital experiences. Combine data, content strategy, and intelligent automation to:
- Build digital experiences rooted in real user behavior and intent
- Use automation to streamline discovery, decision-making, and post-purchase engagement
- Integrate insights across channels to deliver consistent, high-quality experiences
Transform your digital ecosystem into a scalable, insight-driven engine that fuels customer satisfaction, loyalty, and long-term business growth.
12:00 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.
12:30 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.
1:30 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
FIRESIDE: BRINGING BRANDS TO LIFE BY SHIFTING CULTURE
EMBEDDING CUSTOMER-CENTRIC VALUES ACROSS TEAMS FOR LONG-TERM IMPACT
Transforming brand perception starts from within. Embed customer-focused values into your everyday operations and turn culture into a measurable competitive advantage to:
- Integrate your brand promise into daily actions and decision-making.
- Identify and address cultural barriers that hinder progress.
- Measure the business impact of cultural transformation.
- Strengthen leadership commitment and ensure consistent execution across teams.
Build a lasting culture of customer obsession that drives engagement, innovation, and organizational growth.
2:00 pm
PRESENTATION: DIVIDE & CONQUER WITH B2B CUSTOMER SEGMENTATION
FINDING NEW OPPORTUNITIES AND ACCELERATING GROWTH IN THE B2B SPACE
Shifts in buyer behavior and rapid technological change demand a smarter, more adaptive approach to segmentation. Reframe your B2B strategy to deliver value at every stage of the customer lifecycle to:
- Analyze evolving buyer trends and design segments that reflect real needs.
- Transition from value extraction to value creation in customer relationships.
- Measure and optimize growth strategies to ensure predictable, sustainable outcomes.
Build a B2B framework that connects insights to action—helping your organization convert understanding into measurable growth.
2:00 pm
INDUSTRY EXPERT: ADVANCING DIGITAL CX WITH REAL-TIME INTELLIGENCE
USING DATA, AUTOMATION, AND AI TO TRANSFORM CUSTOMER JOURNEYS
Digital CX success depends on delivering fast and accurate experiences across every touchpoint. Modernize your digital ecosystems with real-time intelligence that reduces friction and drives measurable results.
- Identify digital bottlenecks and optimize journey flow using live behavioral data
- Automate key interactions to improve speed, accuracy, and user satisfaction
- Use AI-driven insights to personalize experiences at scale
- Strengthen conversion, retention, and loyalty through smarter digital decisioning
Unlock the full potential of your digital channels by combining intelligent systems, predictive insights, and customer-first design.
2:30 pm
PRESENTATION: CREATING SEAMLESS DIGITAL JOURNEYS THAT DRIVE ENGAGEMENT AND RETENTION
DESIGNING CONNECTED, CUSTOMER-FIRST EXPERIENCES ACROSS EVERY CHANNEL
Customers expect every digital interaction to be intuitive, consistent, and personalized. Transform fragmented digital touchpoints into cohesive journeys with practical ways to:
- Design frictionless experiences that simplify navigation and accelerate decision-making
- Integrate channels to ensure a unified, customer-first digital flow
- Automate routine steps to enhance responsiveness and operational efficiency
Create a digital ecosystem that engages customers at every stage and delivers measurable business impact.
2:30 pm
INDUSTRY EXPERT: BUILDING AN AI ROADMAP FOR CUSTOMER EXPERIENCE
LAYING THE FOUNDATION FOR SCALABLE, FUTURE-READY INNOVATION
As AI becomes central to CX transformation, building a clear roadmap is essential to balance innovation with governance and long-term adaptability. Create a roadmap to:
- Define early priorities that align AI initiatives with measurable outcomes.
- Choose trusted partners to accelerate innovation while managing risk.
- Build internal confidence, transparency, and momentum for AI adoption.
Design a forward-looking AI roadmap that blends innovation, responsibility, and resilience to shape the next generation of customer experiences.
2:30 pm
INDUSTRY EXPERT WORKSHOP: THE POWER OF GRATITUDE IN DIGITAL CX
TRANSFORMING CUSTOMER RELATIONSHIPS THROUGH RECOGNITION AND EMPATHY
As business interactions become more digital and data-driven, genuine human connection has never been more valuable. Walk back with an action plan to:
- Apply gratitude at every stage of the customer journey to build trust and retention.
- Balance emotional intelligence with AI and automation to create meaningful engagement.
- Measure the financial and relational benefits of recognition in your go-to-market strategy.
Redefine digital success by blending technology with the human power of gratitude to create lasting customer impact.
3:00 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.
3:30 pm
SPOTLIGHT: STRENGTHENING CX IMPACT THROUGH BUSINESS ALIGNMENT
TURNING CUSTOMER-CENTRIC THINKING INTO MEASURABLE RESULTS
While many organizations invest in CX, few succeed in linking it directly to business value. Demonstrate ROI, create leadership buy-in, and align CX initiatives with company-wide objectives. Master success factors to:
- Position CX as a strategic growth driver rather than a support function.
- Quantify the financial and operational outcomes of strong CX practices.
- Unite departments around a shared vision of customer-centric success.
Transform your CX from a conceptual goal into a measurable, organization-wide advantage that fuels growth and engagement.
4:00 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.
4:30 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.
4:45 pm