Westin Harbour Castle
Toronto, ON

Thursday April 16th &
Friday April 17th, 2020


April 16, 2019
  • 7:30 AM
    Registration and Breakfast
  • 8:30 AM
    Opening Comments from Chair
    Dolly Konzelmann
    President, Customer Service & Customer Experience Professionals Network
    Jessica Cryer
    VP, Business and Customer Strategy, Customer Experience Professionals Network
  • 8:45 AM
    Engaging Customers with a More Compelling and Personalized Experience
    Sherif Mityas
    Chief Experience Officer, TGI Fridays

    CX is changing fast and only those companies who deeply understand buying behaviour will take the competitive high ground.

    • Customer Experience as a differentiator
    • Mapping customer expectations
    • Meeting the customer where they’re emotionally attuned to your product
    • Embedding core tenants of CX design

    Find out how to leverage emerging best practices in a digital landscape and how they relate to CX

  • 9:30 AM
    AMA’s Rx for Growth
    Todd Unger
    Chief Experience Officer and Senior Vice President of Physician Engagement, American Medical Association (AMA)

    Todd will detail how the AMA has leveraged technology and digital platforms to transform their customer experience in just under two years. He will present the case study in the context of a productive disruptor, a new breed of digital leaders who can turn a bold digital vision into reality fast, shift a culture toward speed and innovation and break rules without driving the organization off the rails:

    • Getting the c-suite on board to drive change
    • The importance of segmentation
    • Communicating with members and pushing the boundaries of the customer journey

    Walk away with clear, practical learnings about how to drive rapid digital transformation and business results.

  • 10:00 AM
    Shift your Mindset from Customer Service to Serving Customers Matters
    Nitin Badjatia
    Head of Business Strategy, Customer Service Management, ServiceNow

    Experiences represent a moment in time. Loyalty is enduring. Loyalty is also voluntary. Organizations that recognize the power of loyal customers also see customer service as a strategic asset, not a cost center.

      • Create an effortless experience for your customers and agents
      • Connect your entire customer value chain with a team sport mindset
      • Services and products that have the biggest CX impact
      • The long-term impact of AI on your CX strategy

    Drive proactive engagement to ensure long-term loyalty

  • 10:30 AM
    Take Customer Experience to the Next Level
    Tisa Sinclair
    Social Response Director, AARP

    Dynamic data and intelligent automation can improve customer experience but are we forgetting empathy? Combining social media outreach with a personal approach can be extremely powerful.

    • Use social media outreach with members to provide a more empathic, intimate, and personal approach
    • Caregiving vs simple CX transactional exchanges
    • Add training which teaches the confidence to deviate from the norm

    MMake your CX ultimately the best human customer experience delivered at the right moment.

  • 11:00 AM
    Morning Break
  • 11:30 AM
    Connect Data with Storytelling to Enhance Customer Satisfaction and Engage Decision-makers
    Michael Oswald
    Senior Manager, Consumer Insights, Wal-Mart Canada

    Data storytelling promises a more engaging means of communicating with customers. Hear how to combine storytelling with data to effectively engage with your customers.

    • Put data at the heart of your business
    • What is a data story? When and how should data storytelling be used?
    • What skills and techniques are needed to create compelling data stories?

    Create synergy between your firm’s data intelligence and CX efficiency.

  • 12:00 PM
    Transform how you Communicate your CX Vision Internally to Help Employees Deliver a Great Customer Experience.
    Sasha Fard
    Director of Consultative Solutions, AND Agency

    Many well-intentioned CX programs fail because of a lack of effective communication. To be successful, organizations need to continuously reinforce the right behaviour to employees and keep CX top of mind so that they are prepared to deliver a great customer experience. Learn about a proven approach that blends creative and technology to make certain employees are delivering on your brand promise every day.

    • Ensure all team members operate with the same common guiding principles.
    • Celebrate successes and learnings to send signals to employees on how they should behave and what is accepted
    • Gain instant recognition and buy-in of your CX program

    Ensure all employees understand what the goals are and execute

  • 12:30 PM
    Sentiment Analysis, and Aligning Data with Action
    Mariana Filipic
    North America - Continuous Improvement, Schneider Electric
    Rob Russini
    Senior Director Of Marketing , Hudson Heritage Federal Credit Union
    Nahal Yousefian
    Chief People Experience Officer (CPXO), Mountain Equipment Co-op, MEC™
    Neel Singh
    Head of Brand Strategy and Customer Experience, BroadbandTV (BBTV)

    Join CX leaders to hear how they are harnessing NPS, rationalizing the newest forms of sentiment analysis, linking data with accountability, and moving from the analysis of one part ‘per-transaction satisfaction’ to the whole new omnichannel customer journey.

    • Get more value from net promoter scores: measuring change and continuous improvement in CX
    • Data: The Emperor's New Clothes or a new model to build continuous improvement?
    • How to link NPS to customer experience: making incremental and powerful changes to deliver better service and support to customers

    Produce superior customer experience while streamlining your costs

  • 1:00 PM
    Networking Lunch
  • 2:00 PM
    Why the VoC Starts with the Voice of the Employee
    Nahal Yousefian
    Chief People Experience Officer (CPXO), Mountain Equipment Co-op, MEC™

    Employee engagement is crucial for any organization striving to become more customer-centric. However, it is rare that the employee and the customers’ voices are aligned. Find out how to create and build the perfect crescendo:

    • How can organizations align and analyze both customer and organizational voice?
    • Setting targets and KPIs to monitor employees’ performance
    • Creating powerful data visualizations that helps highlight both customer and employee voices to drive profitable action

    Why do engaged employees offer great customer experiences, disengaged employees don’t

  • 2:30 PM
    Break Through Barriers Using Technology and People Innovation
    Tammi Winchester
    Senior Manager, Regional Data Management, Johnson and Johnson

    Clients do not come – Employees come first. If you take good care of your employees, they will take care of the clients. This is not just about organizational culture and benefits but a more tactical approach which gives employees the right tools to remove barriers when serving the customer.

    • System and process implementations: Contact Management, Social Media Management, Knowledge Management
    • Hard-won success via the right blend of technology and listening to stakeholders
    • Addressing specific perceived capability gaps

    Leading from the front: enabling your staff to serve customers better by empowering them to deliver what the customer holds as important

  • 3:00 PM
    Afternoon Break
  • 3:30 PM
    Creating Emotionally Engaging Experiences Using the Power of Storytelling
    Tisa Sinclair
    Social Response Director, AARP
    Maureen Russolo
    Vice President, Customer Experience, Southwire
    Mark Magnusson
    Director User Experience Design, Cineplex Entertainment
    Jennifer van der Valk
    Managing Director, Marketing and Digital Strategy, Ontario Government

    Customers have their own journeys and their own contexts, histories, perceptions, emotions and expectations. So what does that mean now? What processes do you use to learn these things about the people you’re creating experiences for? What do businesses have to consider when creating emotionally engaging experiences? Join this fireside chat to hear:

    • How can you map the emotional connections that a customer has with your brand?
    • What impact does storytelling have on these emotional connections?
    • Does experiential storytelling actually resonate with customers?
    • Can you measure a customers’ emotional connection and use that metric to further your cx agenda?

    How do you use storytelling and emotional connections to improve customer experiences?

  • 4:00 PM
    CASE STUDY: Connecting CX to Your Brand
    Keeping the Promise
    Neel Singh
    Head of Brand Strategy and Customer Experience, BroadbandTV (BBTV)

    Delivering a unified and compelling value-proposition across the Customer Journey is a common area of challenge.

    Gain insights on how to consistently deliver what your brand promises by:

    • Learning the different ways to differentiate your brand promise and customer value
    • Learning how to design a value-prop that delivers optimal customer success and strategic growth
    • Understanding the framework that aligns internal departments and flow of data to building & improving customer value
    • Understand how team culture and operations can support the delivery of the value-prop

    Extending your brand across your organization

  • 4:30 PM
    Build Better CX Responses to Focus on Future Customer Needs
    Mariana Filipic
    North America - Continuous Improvement, Schneider Electric

    Hear how fascinating CX transformation strategies were deployed to help shape the future of innovation and growth.

    • How to be there as a CX focal point: practical ways to enable and engage
    • Responses that enable a positive CX experience: reaching across all departments to support the greater customer satisfaction
    • Key lessons and wider CX implications for the future

    Improve the delivery of your services to connect with your audience in moments of need

  • 5:00 PM
    Conference Adjourns to Day Two and Evening Cocktail Reception

    Unwind and mingle with the delegates and speakers at our exclusive end-of-the-day reception. Bring your business cards!

April 16, 2019
April 17, 2019
  • 7:30 AM
    Registration and Breakfast
  • 8:15 AM
    Opening Comments from Chair
    Dolly Konzelmann
    President, Customer Service & Customer Experience Professionals Network
    Jessica Cryer
    VP, Business and Customer Strategy, Customer Experience Professionals Network
  • 8:30 AM
    OPENING ADDRESS: Keepin’ It Real
    Initiatives that drive A Customer Obsessed Culture
    Roger Pugsley
    Director, Customer Service Excellence, Oxford Properties Group

    The big shark of ''Customer Experience'' is constantly circling for attention. From a CX award winning company, discover programs that drive and maintain a customer obsessed culture:

    • Employee engagement can enable a seamless relationship for customers, employees and 3rd parties
    • CX engagement programs to partners and contractors
    • Empower/enable employees and 3rd party partners to voice your cx message

    Planning the future of external CX: Find out how to harness employee models for optimum future CX.

  • 9:15 AM
    Move Beyond the First Journey to Journey Orchestration
    Mark Smith
    President, Kitewheel

    Seamless customer experience is now a fundamental part of any enterprise marketing strategy. But how can today's top brands move beyond their typical paths to conversion, and redefine the buyer journey through omnichannel management?

    Discover your own CX Map to:

    • Gain a clearer vision of how your customers can live at the ready unique or unexpected journeys in real-time
    • Find out how journey orchestration can take your beyond initial mapping strategies to build new opportunities for revenue, reduced churn, and improved client health
    • Hear how leading brands such as Gerber and Informatica have moved past journey mapping to enact global acquisition journeys quickly and effectively

    Boost your customer journey programs to increase your ROI.

  • 9:45 AM
    Measure Engagement and Drive Improvements
    Katrina Schiedemeyer
    Voice of Customer Innovator/Customer Quality Analyst, Oshkosh Corporation

    Voice of the Customer is a must have for CX professionals. But how can it be measured and improved? Find out which parts of the VoC should be assessed: from customer engagement to satisfaction.

    • Examining each different part of the service that is being delivered to your customers
    • KPIs and key measures: get the right tools in place to know what you and doing right and getting wrong
    • Make customer feedback matter and drive continuous improvements to the customer journey

    Boost your VoC programs to increase your ROI.

  • 10:15 AM
    Morning Break
  • 10:45 AM
    Loyalty Best Practice
    Customer Engagement Strategies for Better Retention and Enhanced Loyalty
    Seema Swamy
    Former Group Manager, Customer Experience & Market Research Uber & Director of Customer Insights, Intuit

    With shopper behaviour evolving alongside rapid technological advances and unparalleled change in the retail sector, what is the future for loyalty?

    • How can organizations embrace these fundamental shifts in order to maintain transactional and emotional connections with shoppers?
    • Take a look at the direction of travel for consumers, shoppers and retailers

    Establish a more fully integrated holistic CX strategy add value, loyalty and engagement

  • 11:15 PM
    Increase Value and Engagement for Customer Experience
    Jennifer van der Valk
    Managing Director, Marketing and Digital Strategy, Ontario Government

    Social media transformation means looking at your methods of augmenting existing processes through a future looking lens. Decisions about how to manage social media and digital change are tough to make. Collect ideas to

    • Gain executive level and internal buy-in
    • Understand and defining citizen expectations around social media contact
    • Leverage social media conversations to reach existing and future customers
    • Pinpoint the ways to use Facebook to engage with a different type of audience
    • Utilize social media for real-time marketing and to build brand awareness

    Ensure all social media CX interaction with your customer is consistent and positive

  • 11:45 AM
    Industry Expert:
    Why AI is Changing How Companies Manage Customer Experience
    Ying Chen
    Chief Product Officer, Luminoso

    The customer experience is today’s battleground for organizations competing to win and retain loyal consumers. Product, sales, and marketing teams know that to improve the customer experience, they must scrutinize customer feedback.

    Build your blueprint to: 

    • Voice of the Customer responses: managing your customer communication, data scientists and customer experience data responses for blended insights
    • Learn how companies are taking advantage of new breakthroughs in Artificial Intelligence to save money AND improve the customer experience


  • 12:15 PM
    Networking Lunch
  • 1:15 PM
    Hands-on Workshop
    CX Design Thinking with Empathy
    Brian Walsh
    Principal, Structured Empathy

    Join global expert Brian Walsh of Structured Empathy for a fast-paced, thinking-on-your-feet workshop. As part of a small team you will learn and deploy empathy and design thinking principals to better understand customer experience from a critical perspective – theirs!

  • 2:00 PM
    Case Study: SURE PETCARE
    Creating Great Service Through Happy Workplaces
    Sarah Metcalfe
    Head of Customer Service, Sure Petcare

    A growing body of research shows that an engaged workforce may be the key to better customer experience. CX experts no agree that treating your employees well is a necessary first step to providing a better customer experience.

    • Why happy companies have better service and are more profitable
    • The science of happiness at work
    • How to Lead with Happiness
    • Simple tools anyone can use to provide outstanding customer service

    Best practices: tips, tools, and new models to unleash the happiness effect for your customers

  • 2:30 PM
    Afternoon Break
  • 3:00 PM
    Sprinting from Concepts to Actionable Customer Insights
    Ana Hulshof
    User Research Director, Cineplex Entertainment
    Mark Magnusson
    Director User Experience Design, Cineplex Entertainment

    Cineplex has had a strategic shift to build a client-side UX Design team aiming at increasing value for Cineplex guests by a test and learn approach. Since then, there has been a big digital transformation in how business stakeholders collaborate with designers and developers: hear some insights and war stories about design and user research mixed methodologies:

    • Incorporate iteration and continuous feedback to make more effective decisions in a quick manner
    • Developing a new TV app developed: weekly lean UX design sprint rituals, design jams, rapid testing and design circles
    • Driving higher quality via reviews and across our crossplatform product experiences to deliver record results

    Take a journey across a big digital transformation and enable business stakeholders to collaborate 

  • 3:30 PM
    Measuring and Enabling Culture Change Through Decision-Making
    Nancy Ortenburg
    Manager, Customer Experience, MiWay, City of Mississauga

    In preparation of the launch of the City of Mississauga’s Customer Charter in 2019, MiWay chose to align its philosophical foundation through with four core pieces: Mission, Vision, Values (MVV) and The MiWay Basics.

    Find out the results of 18 months of preparation including more than 300 hours of employee consultations:

    • What were our drivers for change: From a changing urban landscape to new technologies available to Customers
    • Our culture change model as part of our CX strategic plan, built leveraging the wisdom of Disney’s Customer Excellence
    • The beginnings of The MiWay Basics as the catalyst for culture change through cohesive decision making
    • Preparing our leadership to model the new culture

    Measuring the speed of culture change by design, not the passage of time.

  • 4:00 PM
    CASE STUDY NET PROMOTER SCORE: What is Data Actually Revealing
    The Business Case
    Rob Russini
    Senior Director Of Marketing , Hudson Heritage Federal Credit Union

    Net Promoter Score is used around the world as a metric to gauge customer experience, comparisons to peer groups, and improvements or breakdowns of customer experience over time. Take a deep dive into the data captured through Net Promoter Score along with the personas and profiles that it is captured from to understand what it is actually telling us.

    • How statistically significant is the Net Promoter Score question
    • How segmentation affects Net Promoter Score during peer group comparisons
    • How well can the Net Promoter Score classifications gauge improvements or breakdowns over time
    • Who should use Net Promoter Score
    • How Should Net Promoter Score be used

    Take a deep-dive into the capabilities of Net Promoter Score: from do’s and don’t to the next level

  • 4:30 PM
    Conference Adjourns
April 17, 2019

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