Program

April 16, 2019
  • 8:00 AM
    Registration and Breakfast
  • 8:45 AM
    Opening Comments from Chair
  • 9:00 AM
    OPENING KEYNOTE: CX as a Competitive Differentiator
    Engaging Customers with a More Compelling, Contextually Relevant Experience
    Sherif Mityas
    Chief Experience Officer, TGI Fridays

    CX is changing fast and only those companies who deeply understand customer experience and buying behaviour will take the new competitive high ground. Couple with that, the information battle to find the best deal between brands and customers, is over. Customers won that battle a few years ago via search.

    • 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
    Guest Keynote: Solving the CX Budget Dilemma
    CX Budgets Are Not Increasing with Increased Expectations – So How So You Solve This?
    Todd Unger
    CXO, American Medical Association

    Fifty-two percent of marketers with CX responsibility expect their budgets to remain the same or decrease in 2018. While expectations for the importance of CX are rising, CX budgets are not increasing accordingly. Marketers responsible for CX must fight for and earn essential budget.

    • What are the main tools to prove how CX investments drive customer relationships
    • Aligning CX to business and financial results
    • Validate the business value of CX and lead through collaboration

    Avoid losing budget and influence over the drivers of customer satisfaction, loyalty and advocacy

  • 10:00 AM
    Industry Expert: Multichannel Journeys:
    Multichannel Journeys: Managing a seamless CX which Exceeds Your 24/7 Always-connected Customer Expectations
    Nitin Badjatia
    Head of Business Strategy, Customer Service Management, ServiceNow

    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
    • Chatbots and AI
    • Which services and products are having the biggest CX 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

  • 10:30 AM
    Fireside Chat:
    How to Harness AI and Location-based Technologies to Take Customer Experience to the Next Level
    Tisa Sinclair
    Social Response Director, AARP

    Dynamic data and intelligent automation can all improve customer experience but are we in danger of forgetting the significant ability that social media and empathy can make? Combining social media outreach with a personal approach can be extremely powerful: Get the main clues in your new CX journey:.

    • Using social media outreach with members tpo provide a more empathic, intimate, and personal approach
    • Caregiving vs simple CX transactional exchanges
    • Adding training which teaches your agenda the confidence to deviate from the ‘norm’
    • Make your CX ultimately the best human customer experience delivered at the right moment.

  • 11:00 AM
    Morning Break
  • 11:30 AM
    Fireside Chat:
    Connecting Data with Storytelling to Enhance Customer Satisfaction and Engaging Decision Makers Connecting Data with Storytelling to Enhance Customer Satisfaction and Engaging Decision Makers
    Johan Landmark
    Vice President of Customer Insights and Analytics, Wal-Mart Canada

    Data storytelling promises a more engaging means of communicating with customers than just data visualization alone. Hear how to best use storytelling combined with data to more effectively engage with your most important customers:

    • Putting data at the heart of your business to effectively embed a data-driven CX engagement
    • What is a data story? When and how should data storytelling be used?
    • What new skills and techniques are needed to create compelling data stories?

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

  • 12:00 PM
    Industry Expert:
    Are you Managing Your Big Data? Getting Your Data on Customers Into the Right Hands at the Right Time

    Getting the analytics right is only half the job. Big Data needs to get the people part right as well. So how can Big Data deliver for marketers if our strategies are based on a flawed model of human behaviour?

    • Discover how data can help customer services professionals to find ‘the Moment of Clarity’
    • Find out how people really act and respond to promotions and marketing campaigns
    • Why do they purchase one brand and not another?

    Collect, share and act upon your customer’s preferences

  • 12:30 PM
    Panel Discussion:
    The Data Dialogue Panel: 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

    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

  • 13:00 PM
    Networking Lunch
  • 2:00 PM
    Case Study:
    Influencing Business Decision Making: 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. It is also just as crucial for organizations to adopt a strong VoC program. 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 employee’s 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
    Case Study:
    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 now agree that treating your employees well is a necessary first step to providing a better customer experience. Take your strides towards it:

    • 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

  • 3:00 PM
    Case Study: Empowering your Teams to Give Better Customer Experiences
    Breaking through Barriers through Technology and People Innovation
    Tammi Winchester
    Senior Manager, Regional Data Management, Johnson and Johnson

    Clients do not come first 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

  • 3:30 PM
    Afternoon Break
  • 3:50 PM
    Customer Journey Panel:
    Creating Emotionally Engaging Experiences Using the Power of Storytelling
    Tisa Sinclair
    Social Response Director, AARP
    Maureen Russell
    Vice President, Customer Experience, Southwire

    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?

  • 4:15 PM
    Case Study:
    Exploring the Customer Life Cycle User Experience
    Neel Singh
    Head of Brand Strategy and Customer Experience, BroadbandTV (BBTV)

    Hear how fascinating CX transformation strategies were deployed to help shape the future of innovation and growth. Gather practical insights into:

    • How to be there as a CX focal point: practical ways to enable and engage
    • Ways to respond to 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

  • 4:40 PM
    Closing Keynote Case Study
    Community in CX – Building Better CX Responses Across the Business to Focus on Future Customer Need
    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. Gather practical insights into:

    • How to be there as a CX focal point: practical ways to enable and engage
    • Ways to respond to 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

  • 5:10 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
  • 8:30 AM
    Opening Keynote Address:
    Building Better CX and Business Outcomes with a Data Architecture: Taking the Difficulty Out of Dashboards
    Mark Relph
    Head of AWS IoT Business, Amazon Web Services

    Learn more about some of the mechanisms and best practices that help us innovate at Amazon and go through some of the suggestions on to apply to both startups and traditional customers. Find out how to get the optimum from change to drive better customer engagement:  Gain best practice insights into:

    • Find out where customer experiences and technology are blending to forge future global CX success
    • How can emerging IoT and mobile platforms gain access to highlight your customers' requirements
    • Take a virtual customer journey—from consolidating new IoT systems to real-time analytics— hear how these services can better work together to deliver business automation and enhance customer engagement and intelligence.

    Planning the future of CX: Find out how to harness emerging technology for optimum future CX

  • 9:15 AM
    Industry Expert: Voice of the Customer Program
    Measuring Engagement and Driving Improvements

    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 via people
    • KPIs and key measures: getting the right tools in place to know what you and doing right and getting wrong
    • Making customer feedback matter and driving continuous improvements to the customer journey

    Boost your VoC programs to increase your ROI.

  • 9:45 AM
    VOC Wider Focus:
    Taking Your CX strategy to the Next Level: Taking Your Organization on a Customer Journey
    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 via people
    • KPIs and key measures: getting the right tools in place to know what you and doing right and getting wrong
    • Making customer feedback matter and driving 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
    Group Manager, Customer Experience & Market Research , Uber

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

    • How can organization 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
    Public Sector Case Study:
    Leveraging Social Media Touchpoints: Increasing 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

    • Gaining executive level and internal buy-in
    • Understanding and defining citizen expectations around social media contact
    • Leveraging social media conversations to reach existing and future customers
    • Pinpointing the ways to use Facebook to engage with a different type of audience
    • Utilizing social media for real-time marketing and to build brand awareness

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

  • 11:45 AM
    Industry Expert:
    Integrating Behaviour Insights into Your CRM Program

    The bar has never been higher for brands: consumers are more distracted than ever, with shrinking attention spans and greater choice in how and where they consume media. Find out how to optimize engagement:

    • How can marketers know if their messages break through the clutter? How will they know if the creative was strong enough to beat the onslaught of advertising and make an emotional and lasting connection with their consumers?
    • To gain real insights, we need non-conscious, unbiased, neurobiological based responses but what’s the best method to achieve this?

    Find out how consumer neuroscience can help you deliver insights and go deeper into the consumers’ minds

  • 12:15 PM
    Networking Lunch
  • 1:15 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

  • 2:00 PM
    Case Study: Managing Complaints
    Advanced Strategies Which Turn Customer Complaints Into New Opportunities and Tracking ROI
    Carlton Triolo-Sapp
    Director, Customer Success Strategy, Northwestern Mutual

    Customer expectations have risen to an almost unmanageable level, and in turn, so have customer irritations and impatience.  Managing and measuring 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
    • Turn complaints and poor service into great customer experiences
    • Tracking ROI of complaints
    • Give staff the tools to overcome and empower them to take action and right steps to rectify problems as they happen

    Become an organization who listens and acts on all customer feedback across all channels

  • 2:30 PM
    Government Case Study:
    The MiWay Basics: 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.

  • 3:00 PM
    Afternoon Break
  • 3:30 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

  • 4:00 PM
    STRATEGIC CASE STUDY:
    How to Deliver Superior Customer Experience Through VoC And VoE Programs
    Stacey Metcalfe
    VoC Strategy & Planning Manager, Toyota Canada

    We often describe a VoC program as a journey, not a destination. How do you ensure that your VoC program is on track? What are the key questions you need to answer:

    • Is your program aligned with your business objectives?
    • Are you engaging the right stakeholders in your organization?
    • Is your program design robust enough to deliver valid results?
    • Are you driving the right actions based on customer feedback?
    • Fundamentally is the program delivering value – what is your Return on Investment?

    Re-assess your programme goals against your ever-changing corporate objectives.

  • 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
April 17, 2019

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