Program

April 23, 2018
  • 7:30 AM
    Registration and Breakfast
  • 8:15 AM
    Opening Comments From Chair
  • 8:30 AM
    Keynote Address: 360 CX Vision
    Re-Thinking Your CX to Gain Market Share in a Changing World
    Anouk Vaster
    Global Lead Customer Experience Strategy, Philips Services

    Successful organizations are re-examining their CX strategies in a dynamic market. Ensure your CX program enables your customer-facing staff to drive customer experience. Adopt best practices to:

    • Establish a more fully integrated, holistic CX strategy to add value, loyalty and engagement
    • Turn from a reactive to a pro-active CX strategy across mobile, website & social media
    • Implement key lessons in change: How does the brand drive CX?

    Realign your CX initiatives to drive future growth.

  • 9:00 AM
    Panel: Omni-channel
    Meet the Demands of Your 24/7 Always-Connected Customers to Remain the Brand of Choice
    Tess Smith
    Customer Success Manager, Amazon
    Joe Whitchurch
    Head of Customer Experience and Innovation – Small Business Card, Capital One
    Ranjit Sarai
    Senior Director of Digital Strategy & Innovation, President's Choice Financial

    Putting end-users at the centre of your multi-channel CX design can transform your business and achieve that elusive goal of a brilliant experience for every user. Acquire insights from other CX leaders to find your own moments of multichannel truth. Gain insights on:

    • Where and when you miss the opportunity to delight and surprise your customer
    • Which services and products are having the biggest impact
    • How to foster agility and a more robust CX strategy, which facilitates change

    Navigate your multichannel CX journey and be there for your customers across all touchpoints.

  • 9:45 AM
    Industry Expert: Digital CX Transformation
    Adopt Advanced CX Tools to Reach Your Digital CX Potential

    Digital transformation means examining your methods through a future looking lens. Decisions about how to manage digital change are tough to make. Collect ideas to:

    • Map the best combination of mobile apps, processes, procedures, and technologies
    • Ensure that your innovation delivers real value to customers and your bottom line
    • Find more value in your existing legacy systems and ‘add-in’ digital technology

    Prepare yourself for the future of CX by adopting the latest digital initiatives.

  • 10:15 AM
    Morning Break
  • 10:45 AM
    Case study: Design-thinking & Simplicity
    CX Innovation From Design-Thinking & Simplicity

    Manage the disparity between and ensure an efficient response to your future CX demands. Raise the bar to:

    • Demonstrate a stronger link between CX innovation and ROI
    • Justify spending on new technology and balance against the cost of implementation
    • Manage cross-departmental collaboration to help drive value and ROI

    Unleash an efficient and robust innovation strategy aligned to your current and future CX needs.

  • Driving CX Change
    • 11:15 AM
      Case Study: Setting up a New CX Department
      Lessons from Building a CX Team from Scratch
      Gina Baillie
      Director, Customer Journey Management, World Vision Canada

      Organizational transformation around best practice CX is the start of something new and exciting. Adopt robust and positive team approaches to ensure CX excellence at your organization. Gain insights to:

      • Digitally and socially connect internally to CX
      • Improve internal alignment to compete better together
      • Harness innovation and team empowerment

      Make your CX initiatives a reality by building a customer first organizational culture.

    • 11:45 AM
      International Case Study: Re-designing CX & UX at the Sharp Edge
      Navigate Across Multiple Regions and Diverse Needs in a Tight Deadline
      Nadim Sayed
      Experience Architect, United Nations

      UNICEF operates at the cutting-edge of international CX complexity. With new multichannel and digital staff demands across a fragmented world, budget has been allocated across resources to deliver UX and CX change. Hear how to use tight budgets to:

      • Fast-track a new vision: Aligning needs across diverse content & channels
      • Manage a new project in tight budget and urgent time pressures
      • Put vital measures, security and data analytics into place

      Apply lessons of high-level, agile change in a commercial or non-profit environment.

    Data Analytics
    • 11:15 AM
      Case Study: Big Data
      Navigate Your Data to Develop Impactful Insights
      Sebastian Stoessel
      Big Data and Business Intelligence, Audi of America

      Data and its challenges are not new, yet increasing volume, velocity, and a range of activities continue to present more complications. Ensure key insights at your company are heard above the noise. Discover how to:

      • Use data to prioritize customers and test new products
      • Combine analytics with existing software
      • Produce actionable results

      Collect, share and act upon your customer’s preferences.

    • 11:45 AM
      Case Study: AI and Machine Learning Data Management
      Leverage Data to Unlock Lucrative Patterns and Loyalty Opportunities

      Big data has been big news with companies busy using data technologies to solve business problems to gain a 360-degree view of the customer. This session turns a swell of data into precise insights to drive engagement, revenue and loyalty. Create a roadmap to:

      • Craft actionable insights from your sea of data
      • Increase your adaptability and responsiveness towards a 360 view
      • Open up to new insights to drive retention and loyalty

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

  • 12:15 PM
    Networking Lunch
  • Voice of the Consumer
    • 1:15 PM
      Case Study: Wayfair
      Pinpoint Flaws in Your Customer Experience Strategies From Merchandising to Delivery
      Hank Newman
      Associate Director, Voice of the Customer, Wayfair

      Customer interactions across multiple touchpoints continue to produce challenges in creating the personalized experiences consumers demand. Plug the gaps in CX excellence at every touch point. Master the success factors to:

      • Enhance customer engagement online
      • Strengthen your post-purchase experiences
      • Boost your e-commerce revenue potential

      Ensure your CX remains a key differentiator across all silos.

    • 1:45 PM
      Industry Expert: Insights from VoC
      Improve Your VoC Programs to Increase Customer Engagement

      Research shows best-in-class Voice of Customer users enjoy an annual company revenue increase 10 times greater than average. Hone your VoC processes to drive innovation. Develop a blueprint to:

      • Incorporate your VoC insights throughout the organization to enhance processes
      • Optimize your resources by identifying key communication channels
      • Increase your response time to improve customer retention

      Boost your VoC programs to increase your ROI.

    Automation & Real-time Communication
    • 1:15 PM
      Case Study: Chatbots
      Augment Your CX With Chatbots to Increase Your Efficiencies and Responsiveness

      1.4 billion people interact with a chatbot yearly, and that number is expected to continue to rise. Optimize the real-time 24/7 capabilities and increased efficiency of automated conversations for your firm. Walk away with an action plan to:

      • Create buy-in at your organization for process improvements
      • Expand the service capabilities of your firm to meet customer demands at anytime
      • Improve your resource allocation to reduce costs

      Produce superior customer experience while streamlining your costs.

    • 1:45 PM
      Industry Expert: Automation
      Ensure Excellent CX While Embracing Automation

      Employing technology to streamline can create numerous benefits, yet any automation must reinforce the pillars of your current CX. Establish an efficient automation process to maximize your ROI. Create a roadmap to:

      • Develop your process to minimize gaps and improve brand advocacy
      • Provide relevant multi-channel service to secure your customer loyalty
      • Amplify your customer experience reach to new customer bases

      Increase your efficiency while retaining superior customer service.

  • 2:15 PM
    Industry Expert:
    Step Change Initiatives

    Forward thinking organizations are embracing innovation in customer service. Create a blueprint to:

    • Discover where to use the latest transformation tools alongside CX initiatives
    • Pinpoint which technology developments improve your CX services: from the inside out
    • Use partnership to increase integration and CX

    Ensuring all CX interaction with your partners is consistent and positive.

  • 2:45 PM
    Afternoon Break
  • 3:15 PM
    Panel: Silo Busting
    Change From the Inside-Out: Corporate CX Silos – Identifying Bottlenecks
    Keia Cole
    Head of Strategy | Customer Experience Group, MassMutual
    Brent Reynolds
    Chief Customer Experience Officer, Capital One Canada
    Nir Kumar
    Project Lead, Customer Experience Transformation, Bombardier
    Arthur Borkwood
    Head of the Customer Development Department, TTC

    CX fails for several reasons; however, the most commonly quoted reason is the damage caused by siloed business units. Overcome a disjointed view of your customer with a cohesive unit. Hear how to:

    • Discover hidden silos within your own organization
    • Build a culture that embraces change and disruption to unify CX teams
    • Relate internal change to measurable CX success externally

    Bridge silos to deliver a more seamless external customer experience.

  • 4:00 PM
    Keynote: Driving Diversity Across CX
    Extending the Reach of Employee CX Engagement Programs to Partners and Contractors
    Roger Pugsley
    Director, Customer Service Excellence, Oxford

    Employee Engagement is critical to any CX journey. Simply put: Engaged
    employees offer great customer experiences, disengaged employees don’t. Discover what Oxford is doing to extend their Engagement efforts beyond their own employee base to take their already strong CX program to the next level.

    • How to engage your own employees
    • How do you design an effective contractor team
      programme
    • How to empower/enable third party partners to voice your cx message
  • 4:30 PM
    Start-stop-continue

    The afternoon will wrap up with a discussion on what to start, what to stop and what to continue doing in your organization.

  • 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 23, 2018
April 24, 2018
  • 7:30 AM
    Registration and Breakfast
  • 8:15 AM
    Opening Comments From Chair
  • 8:30 AM
    Opening Address – Driving CX Transformation
    The Blueprint for Driving Customer-Centric Change Across Your Organisation
    Jen Rodstrom
    CX Transformist, Temkin Group

    Customers are no longer willing to accept subpar experiences from the companies they work with. Companies that rate only “average” or “good” at CX risk losing their share of the market in an increasingly competitive world. Hear a leading CX professional share The Four Customer Experience Core Competencies that companies must master to drive CX success:

    • Purposeful Leadership: Operate consistently with a clear set of promises
    • Compelling Brand Values: Deliver on your brand promises to customers
    • Employee Engagement: Align employees with the goals of the organisation
    • Customer Connectedness: Infuse customer insight across the organisation

    Prepare your organization to succeed at CX and meet its business goals.

  • 9:00 AM
    Panel: Measuring CX
    Improve Your Metrics to Understand Customer Needs and Improve their Future Experience
    C. Fred Ehle
    Vice President Customer Strategy, McDonald’s Corporation
    Michael Ruic
    Customer Service, IT Cosmetics, L’Oreal Luxe
    Tanya Kinney
    Performance Optimization and Measurement – Digital Customer Experience, Irving Oil
    Jennifer van der Valk
    Managing Director, Marketing and Digital Strategy, Government of Ontario

    Customer experience measurement is now a mainstream and accepted way of pinpointing what you are doing right – and where you can improve. Improve your responsiveness by anticipating customer needs through data analysis. Generate a plan to:

    • Track customer behaviour across an emerging digital landscape
    • Discover the pros and cons of surveys to measure customer satisfaction
    • Better understanding web analytics from intent to abandoned shopping baskets

    Beat your competition to new growth opportunities using valuable customer insights.

  • 9:45 AM
    Industry Expert: Mapping Engagement
    How to Bridge Engagement Gaps to Improve CX Consistency

    Delivering consistent, strong customer engagement is one of the most common challenges. Bridge this gap through your Customer Journey Mapping around engagement. Identify:

    • The major approaches to bridging the silos of CX experience and engagement
    • Causes of frustration at key moments of customer engagement
    • How to use Customer Journey Mapping to deliver a unified, omni-channel customer experience

    Identify which CX strategies really engage through journey mapping.

  • 10:15 AM
    Industry Expert
    Details TBA

    Details will be available soon.

  • 10:45 AM
    Morning Break
  • CX Channel Transformation
    • 11:15 AM
      Case Study: Mobile Apps
      Automate Mobile Engagement and Improve Your CX

      Businesses that adopt a more layered approach to a digital customer experience are the ones to watch in the future. The key is to design a bottom layer of CRM data, and above this add processes and workflows optimized for a more connected customer focus. The emergence of mobile apps and connected cars offer some insight into this concept. Create a roadmap to:

      • Build personalized engagement through mobile, connected apps
      • Decide which services to include and automate
      • Design a mobile app which supports other CX initiatives and loyalty programs

      Take a focused and agile approach to CX on the move.

    • 11:45 AM
      Industry Expert
      Manage Personalization Across all CX Touchpoints

      Personalization has become the new battleground. When implemented across multichannels, it becomes more complex. Generate a plan to:

      • Build a more rewarding, personalized shopping experience across all channels
      • Change tactics according to different channels
      • Use personalization to grab your customers’ attention and convert them into a loyal brand advocate

      Combine personalization with multichannel CX.

    Surveys
    • 11:15 AM
      Case Study: Toyota Canada
      Build an Online Customer Panel Program That Harnesses VoC to Drive Business Decisions
      Stacey Metcalfe
      VoC Strategy & Planning Manager, Toyota Canada

      Not all customers follow your journey map as planned, and you need to be prepared for this. In this interactive session, you will share and discuss the greatest obstacles facing your organization’s CX strategies. In small groups, explore best practices, innovations, and ideas to:

      • Create the optimum size, opt-in/opt out and survey criteria
      • Plug information gaps in research and help business departments build better strategies
      • Harness your VoC feedback to engineer changes to products, processes and ultimately CX

      Find out how to build the best in class online-panel community for CX data.

    • 11:45 AM
      Industry Expert
      Use Surveys to Guide Real-Time Customer Decisions

      Customer feedback is now online in real-time with dashboards and customizable reports. But can instantly viewable feedback truly lead to better CX? Discover ways to:

      • Make “one view” of the customer available in real-time
      • Allow feedback to empower front-line staff at the point of purchase
      • Build ways to incentivize customers

      Understand your customers better and build real-time relationships.

  • 12:15 PM
    Networking Lunch
  • 1:15 PM
    Case Study: Loyalty
    Best Practice Customer Engagement Strategies for Better Retention and Enhanced Loyalty
    Jaspreet Sandhu
    Loyalty and Engagement Leader, Toronto International Film Festival

    Building and maintaining a loyal customer base requires a process centred on deepening customer engagement. Construct a model to improve your engagement capabilities – and attract loyal customers for life! Implement processes to:

    • Build engagement through personalization
    • Contain the right message, in the right channel, at the right time
    • Harness feedback and CRM software to discover CX do’s and don’ts

    Increase customer retention, loyalty and lifetime value –all while building brand equity.

  • 1:45 PM
    Interactive Session
    Birds of a Feather

    Gain insights from your industry peers and benchmark your organization against others in this interactive session. Delegates will be divided into informal discussion groups centred on a variety of topics related to digital customer experience. Topics to be discussed include:

    • Personalization
    • Journey mapping
    • Mobile
    • Automation and AI
    • Data analysis

    “Flock together” to brainstorm innovative approaches to your most pressing challenges.

  • 2:15 PM
    Afternoon Break
  • 2:45 PM
    Case Study: Managing Complaints
    Turn Customer Complaints Into New Opportunities Through Continuous Improvement

    Customer expectations have risen to an almost unmanageable level, and, in turn, so have customer irritations and impatience. Managing complaints more effectively is the holy grail of better CX. Master the key success factors to:

    • Link continuous improvement to all customer interaction for ongoing benchmarking
    • Link continuous improvement to all customer interaction for ongoing benchmarking
    • Give staff the tools to overcome, and empower them to take action and the right steps to rectify problems as they happen
    • Become an organization who listens and acts on all customer feedback across all channels.

  • 3:15 PM
    Keynote: Key CX Trends
    Benchmark and Build a Future Strategy for Organizational CX Excellence
  • 3:45 PM
    Start-stop-continue

    The afternoon will wrap up with a discussion on what to start, what to stop and what to continue doing in your organization.

  • 4:00 PM
    Conference Adjourns
April 24, 2018
April 25, 2018
  • 9:00 AM - 12:00 PM
    Workshop A:
    Customer Journey Mapping: Data & Best Practices
    C. Fred Ehle
    Vice President Customer Strategy, McDonald’s Corporation

    This workshop is designed for CX professionals seeking greater insights into how to use journey mapping to enable value-driven change.

    Gain a competitive-edge and insight into how best practice journey mapping tools using data analytics and business-led mapping techniques can translate into remarkable CX.

    Strategize to:

    1. Design a bird’s eye view of your entire customer’s journey
    2. Use data to identify your CX shortcomings and use more relevant KPIs
    3. Integrate touch-points and proven business benefits
    4. Discover business intelligence from shop floor to digital
    5. Build a robust CX journey grid: key stages to end goal

    Map your entire journey to gain bigger leaps in CX success

  • 1:30 PM - 4:30 PM
    Workshop B:
    Accelerating Change from a Traditional to a Newly CX-Centric Company
    Nadim Sayed
    Experience Architect, United Nations

    Driving corporate digital transformation, which places budget at the heart of CX.

    This workshop is designed for CX professionals from traditional organizations who want digital change faster, better and more successfully against a tight budget.

    Drive change, which breaks the mold from a traditional top-down company to one that places speed, security and technology at the core of collaborative CX.

    Change solutions to:

    1. Integrate across silos, projects and business lines
    2. Adopt a more agile and faster-tracked change model
    3. Gain maximum end-user staff buy-in: Employee engagement
    4. Test prototypes and experimental models more efficiently
    5. Match short term goals to long-term digital gains

    Harness co-design methods for quick gains and robust ROI CX productivity.

April 25, 2018

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