Agenda Day 3: Main Conference & Site Tours
8:00 am - 8:15 am Registration & Breakfast
8:15 am - 8:45 am Chair Opening Remarks
8:45 am - 9:30 am Morning Keynote Address: How to Deliver on a Culture of Customer-Centricity through Human-Centred Design & EmpathyPatrick Bach - Customer Experience & Service Design Leader TD Bank
Markus Grupp - Head of Product & Service Design Kira Systems
Most organizations trumpet being customer centric as a key strategic mandate, but many struggle to move beyond good intentions or superficial initiatives. The transformation to customer-centricity is a long and difficult one. It goes beyond customer journey maps and CX councils to deeper cultural change that begins to challenge orthodoxy and change belief systems.
Empathy is at the heart of this change, for both customers and employees. A truly customer-centric organization is also an employee-centric one. Hear from two experts who have used Human-Centred Design at five large enterprises to drive this change to learn how to:
- Foster a culture of Empathy through actionable, measurable tactics
- Embed Human-Centred-Design and it’s powerful problem solving frameworks
Patrick BachCustomer Experience & Service Design Leader
Markus GruppHead of Product & Service Design
9:30 am - 10:45 am CX Maturity Roundtables
These simultaneous roundtables generate a best practices dialogue around case studies of companies at various stages of organizational customer experience strategic transformation.
9:30 am - 10:45 am CX Maturity Roundtables: New to Customer Experience: Fostering Small Wins to Gain MomentumElizabeth Nicoll - Vice President of Customer Experience BSM Technologies
Small wins in customer experience build the foundation. This roundtable discusses strategies to showcase customer experience wins at the project level to advocate for larger organizational commitment to the process.
Elizabeth NicollVice President of Customer Experience
9:30 am - 10:45 am CX Maturity Roundtables: Customer Experience Veteran: Overcoming Cultural Buy-InJohn Dumo - Director of Customer Experience & Business Transformation Softchoice
Once company leaders have bought into customer experience, roadblocks can emerge in middle-management. What strategies can you leverage to enhance buy in and overcome implementation challenges on the ground?
John DumoDirector of Customer Experience & Business Transformation
9:30 am - 10:45 am CX Maturity Roundtables: Customer Experience-Led Company: Sustaining a Culture of ExperienceNathalie Macleod - National Contact Centre Manager Miele
Your company has transformed into a customer experience-led bellwether in the industry. How will you maintain momentum amidst real business challenges? How will you avoid the pitfalls that come with leading CX at scale?
Nathalie MacleodNational Contact Centre Manager
10:45 am - 11:15 am Networking break
11:15 am - 12:15 pm Industry Power Hour: Customer Experience Short StoriesSara Aghvami - Director of Customer Experience Best Buy Canada
Ashutosh Anil - Business Leader, Client Experience – UX & Ops Support Technical Safety BC
Mariana Filipic - Executive Director Customer Experience & Continuous Improvement Schneider Electric
James Durling - Senior Manager, Strategic Initiatives Scotiabank
Benchmark your CX strategy against others as innovative CX leaders across various industries dive right in and share their experiences in transforming the customer experience with human-centered design—from addressing challenges faced to how they’ve overcome them. Each expert will leave you with their top two pieces of inspirational yet practical advice for organizations already embracing or looking to implement ongoing customer centricity.
Sara AghvamiDirector of Customer Experience
Best Buy Canada
Ashutosh AnilBusiness Leader, Client Experience – UX & Ops Support
Technical Safety BC
Mariana FilipicExecutive Director Customer Experience & Continuous Improvement
James DurlingSenior Manager, Strategic Initiatives
12:15 pm - 1:15 pm Networking Lunch
1:15 pm - 1:45 pm CASE KEYNOTE Beyond Rationalization: Measure Emotion to Reveal More Authentic CX InsightsCorby Fine - Vice President of Digital Commerce CIBC
What would happen if you changed your approach to metric measurement, looking beyond the standard net promoter scores and customer effort scores? Because it’s possible to track positive and negative emotions throughout the course of the customer journey in real time, the result is a deeper and more complete picture of your customers’ experience, and more effective improvements.
- Learn how measuring customer emotions can lead to a more robust CX strategy
- Walk away with a clear roadmap of how to measure emotion alongside your
- Explore the benefits of equipping your team with social and behavioral scientists
Corby FineVice President of Digital Commerce
1:45 pm - 2:15 pm CASE KEYNOTE Embracing Customer Experience: How to Ensure CX makes an Impact
We know what Customer Experience is, but how do we live by it? How do we make sure it actually positively transforms the interactions our customers have with our brand and in a unique way? Implementation is crucial and often the most forgotten step after lots of talk of what we know needs to happen. As impactful as CX can be for a business, it only leads to true innovations if the ideas are executed upon and transforms part of the customer’s life.
This session will address:
- How organizations can truly embrace CX
- The attitudinal and structural organization commitment necessary for repeated
success, including redesigning the Executive Scorecard