Live Chat Software
12-14 September 2018
Radisson Admiral Hotel Toronto-Harbourfront, Toronto, ON

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 & Empathy

Patrick Bach - Customer Experience & Service Design Leader TD Bank
Markus Grupp - Director of Digital Customer Experience Indigo
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
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Patrick Bach

Customer Experience & Service Design Leader
TD Bank

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Markus Grupp

Director of Digital Customer Experience
Indigo

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 Momentum

Elizabeth 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.
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Elizabeth Nicoll

Vice President of Customer Experience
BSM Technologies

9:30 am - 10:45 am CX Maturity Roundtables: Customer Experience Veteran: Overcoming Cultural Buy-In

John 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?
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John Dumo

Director of Customer Experience & Business Transformation
Softchoice

9:30 am - 10:45 am CX Maturity Roundtables: Customer Experience-Led Company: Sustaining a Culture of Experience

Eric Esguerra - Vice President of Customer Service & Operations 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?
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Eric Esguerra

Vice President of Customer Service & Operations
Miele

10:45 am - 11:15 am Networking break

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.

11:15AM: Retail
11:35AM: Education
11:55AM: Energy
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Sara Aghvami

Director of Customer Experience
Best Buy Canada

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Ashutosh Anil

Business Leader, Client Experience – UX & Ops Support
Technical Safety BC

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Mariana Filipic

Executive Director Customer Experience & Continuous Improvement
Schneider Electric

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 Insights

Corby 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
quantitative metrics
  • Explore the benefits of equipping your team with social and behavioral scientists
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Corby Fine

Vice President of Digital Commerce
CIBC

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

2:15 pm - 4:45 pm Main Conference Concludes / Depart for Site Tours