with over 25 years of leadership spanning startups to Fortune 200 companies. He is the creator
of the 4ROCKS framework, a practical methodology that helps organizations identify and
eliminate friction in the customer journey to drive loyalty and measurable business results.
Throughout his career, Sean has pioneered cutting-edge CX strategies by integrating AI-driven
analytics, journey mapping, and operational metrics—turning customer insights into action. His
approach is grounded in a deep understanding of human behavior, enabling the design of
loyalty programs and customer strategies that deliver sustained impact.
Sean is also the founder and chair of the CX on the ROCKS Collective, a vibrant professional
community dedicated to helping leaders navigate the rapid evolution of customer expectations
through alignment across the 4 C’s of Experience: Customer, Career, Community, and Core.
Through this ecosystem, Sean empowers professionals to create seamless, resilient
experiences for both customers and employees.
Learn more at www.cx4rocks.com and www.cxontherocks.com.
Day 1: May 28, 2025
8:45 am
OPENING COMMENTS FROM YOUR HOST
Gain insight into today’s sessions so you can get the most out of your conference experience and maximize your value.
9:00 am
CX KEYNOTE: REDEFINE YOUR CX
Redefining Customer Experiences for The Future of Work
Local AI is driving some of the most important workflow improvements, bringing processing straight to the device and end-user to reduce cost while increasing speed, privacy, and security. This unlocks deeper insights and faster decision making, freeing up time to focus on high-value customer interactions and delivering more effective outcomes. Redefining customer engagement and learnings to:
- Streamline sales operations and enhance customer interactions with deeper insights
- Leverage the most relevant data to personalize customer interactions
- Improve workflows, increase productivity, and create more fulfilling work experiences with automation and data analytics
- Simplify work and support faster, more informed decision-making with a seamless, integrated ecosystem of software and devices
Create smarter, more seamless customer experiences and unlock new possibilities for the future of work.
10:30 am
SPOTLIGHT: OPTIMIZE DIGITAL SALES
How To Use Messaging to Generate Revenue In Digital Sales
75% of customers are OK with receiving messages from brands. Grow Revenue by making sure you have shopper’s opt-in and give clear ways to change and cancel subscriptions. Create practical ways to:
- Convert abandoned carts into sales
- Grow loyal audience
- Share personalized offers
Witness an explosive ROI in your company with messaging far beyond any other channel.
12:00 pm
INDUSTRY EXPERT: OUTSOURCING CX
Enhance Your Service Reach through CX Outsourcing
Achieve seamless scalability in multi-geo and multi-lingual support, as well as the transformative impact of AI-driven capabilities in enhancing CX delivery. Elevate your customer engagement strategies in an increasingly globalized business landscape by:
- Expanding Horizons: The Role of BPO Partners in Enhancing CX Across industries
- Scalability in Action: Strategies for Implementing Multi-Geo and Multi-Lingual Support
- AI in CX: Augmenting Delivery to Meet Evolving Customer Expectations
Implement innovative solutions to enhance service delivery and customer engagement
2:15 pm
FIRESIDE: DIGITAL OVERHAUL
Navigating the Future of Marketing and Business Communications in a Digital World
Marketing communications and brand strategy are evolving in the digital age. With a strong. For working with diverse, high-profile clients, it is important to understand the intersection of digital media, integrated marketing, and business operations. Leverage digital tools and strategies to solve business problems, drive brand growth, and stay competitive in an ever-changing marketplace. Create a holistic approach:
- Across digital and traditional media to amplify brand presence and impact.
- To crafting long-term brand strategies that evolve with consumer needs and behaviors.
- To adapt to the digital media landscape and leverage new technologies to drive marketing and business operations.
Thrive in the rapidly changing marketing landscape by effective integration of traditional and digital media
5:15 pm
CLOSING COMMENTS FROM YOUR HOST
Review the key solutions and takeaways from today’s sessions. Source a summary of action points to implement in your work. Discuss tomorrow’s highlights!
Day 2: May 28, 2023
8:45 am
OPENING COMMENTS FROM YOUR HOST
Gain insight into today’s sessions so you can get the most out of your conference experience.
9:00 am
KEYNOTE: DRIVING DATA-DRIVEN SUCCESS
Leverage Data to Drive Strategic Decisions and Optimize Engagement in a Complex, Multi-Department Environment.
Enhance content engagement, refine distribution methods, and forge stronger partnerships by analyzing media engagement, content performance, and market trends. Take away actionable strategies to:
- Utilize data-driven insights to inform content and engagement strategies.
- Build cross-functional collaboration to create cohesive, high-impact initiatives.
- Translate media trends and performance metrics into actionable strategies for customer and partner engagement.
Optimize distribution channels to ensure your content reaches and resonates with the right audiences.
11:30 am
FROM INSIGHTS TO ACTION
Use Client Centric Decisioning for CX & Business Success
In today’s fast-paced business environment, CX teams must deliver insights that can shape real-time decisions and drive growth. Join CIBC as we explore how to:
- Align CX insights with key business priorities
- Partner across teams to turn insights into impactful decisions
- Integrate Executive engagement for decisions that fuel customer and business success
12:00 pm
FIRESIDE: THE FAN EXPERIENCE, A POWERFUL RESOURCE FOR DRIVING STRATEGIC CHANGE
Leading Strategic Change in the Global Entertainment Industry by Empowering Film Lovers and Championing Diversity
Beyond the red carpets and deal-making, the true power players are the fans who propel films to box office success and awards recognition, while also reinforcing shared values of diversity, inclusion and a commitment to cultivating community. Create an action plan to:
- Strategic planning and effective stakeholder communications can elevate your organization’s cultural and global standing;
- Championing Canadian content and creatives on both the national and international stage can help transform the industry;
- Building authentic and strategic partnerships to amplify diversity and inclusion is a win for the global entertainment business.
4:00 pm
UNPANEL AND CLOSING REMARKS: REAL VALUES AND TAKEAWAYS - BY AUDIENCE FOR AUDIENCE
SESSION OF YOUR INTEREST?
Grab a drink and join your peers for the last session of the day where you set the agenda. Discuss your most pressing needs on:
Any missing topic you’d like to go into more detail?
Any highlights missing from the agenda?
Want to take the pulse of the room on your personal bugbear?
Join hands in exceeding expectations
