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Main Conference Day 1

Plenary Sessions

Plenary Sessions

8:00 AM - 8:30 AM Registration & Breakfast

Plenary Sessions

8:30 AM - 8:45 AM Chair Opening Remarks

Plenary Sessions

8:45 AM - 9:30 AM Keynote Address - Becoming the CX Champion: Garnering C-Suite Buy-In and Momentum Toward Customer Centricity

Jose Vergara, Chief Customer Officer, Imaging, Workflow & Care Solutions, Change Healthcare
The CX Lead, no matter the specific title, represents the strongest Voice of the Customer to management. This keynote will address some of the key challenges that CX leaders must overcome when acquiring and maintaining management commitment, including:
  • Time commitment and resource investment in customer experience
  • CX is a business strategy, it’s not a project or initiative
  • Leadership tone to catalyze customer centricity
  • Advocating CX as a value creator versus a cost centre

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Jose Vergara

Chief Customer Officer, Imaging, Workflow & Care Solutions
Change Healthcare

Plenary Sessions

9:30 AM - 10:30 AM Executive Panel - CX Leaders Think Tank: How to Develop and Deliver a Holistic Experience Strategy

Corby Fine, Vice President, Digital Commerce, CIBC Kirsty Traill, VP Customer, Hootsuite , , Bob Buiaroski, SVP Customer Experience, Manulife
The most successful omni-channel experiences started with a collaborative spirit at the top. Leading Canadian C-level leaders discuss what this collaboration looks like, milestones in strategy development, and how to go about executing at scale.

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Corby Fine

Vice President, Digital Commerce
CIBC
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Kirsty Traill

VP Customer
Hootsuite
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Bob Buiaroski

SVP Customer Experience
Manulife

Plenary Sessions

10:30 AM - 11:00 AM Networking Break

Plenary Sessions

11:00 AM - 11:45 AM Fireside Chat - Acquiring the Toolkit for a 360-Degree View of the Customer

Though seemingly unattainable, it’s possible to paint a very accurate picture of your customer with the right set of tools, from social media listening and predictive analytics tools to customer relationship management suites and marketing automation software. This fireside chat will explore some of the key tools at your disposable, key selection criteria, as well as a case study of how one Canadian company has created their view.

Sponsored by: ResponseTek

Plenary Sessions

11:45 AM - 12:30 PM Co-operative Keynote - PeopleShock, The Inside Story: Strategic and Tactical Advice for the Next Generation of Employee Engagement

Roger Pugsley, Director, Service Excellence Programs, Oxford Properties Group Tema Frank, Customer Experience & Usability Pro, Best-Selling Author of "PeopleShock", Frank Reactions
In this co-operative keynote address, Tema Frank and Roger Pugsley team up to address employee engagement from all angles. Tema, Author of PeopleShock: The Path to Profits When Customers Rule, shares valuable insight into key drivers of engaging employees in an organization's CX journey: Company Values, The Brand Promise, Voice of the Employee, Recognition, Enablement, Inspiring Teams, Celebrating Successes, Employee Impact on Profits. For each of these areas, Roger, Director Customer Service Excellence at Oxford Properties, offers tactical solutions that have advanced the award-winning CX culture at Oxford (2016 Temkin CX Excellence Award, 2015/2016 BOMA National Customer Service Pinnacle Award, 2015 CXPA Innovation Award finalist). Specific examples of Oxford’s success include Oxford’s Guiding Principles, The Oxford Commitment, Dialogue Series, oPositive, CX Guidelines, Empowerment Guidelines, The Oxford Way Video and Correlating Employee Engagement/NPS/Business Results.

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Roger Pugsley

Director, Service Excellence Programs
Oxford Properties Group
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Tema Frank

Customer Experience & Usability Pro, Best-Selling Author of "PeopleShock"
Frank Reactions

Plenary Sessions

12:30 PM - 12:45 PM Book Signing: Tema Frank's PeopleShock

Plenary Sessions

12:45 PM - 2:00 PM Networking Luncheon

These simultaneous sessions allow functional groups of attendees to take a step back, benchmark processes and discuss key trends touching their work.

Strategic Camps

For Experience Designers

2:00 PM - 3:30 PM Design for Customer Enlightenment: How to Rally an Organization behind Design for CX Goals

Christine Walker, Director of Customer Experience, Ceridian HCM Lisa Woznica, Vice President, Customer Experience, Wawanesa Insurance
The foundations of customer experience are rooted in engineering touch points across channels. This is where Service Design process and Design Thinking methodology support the CX landscape. The toughest part of adopting design processes and methods is the organizational change and stakeholder management required to align disparate functional groups around customer goals. This camp addresses best practices in evangelizing experience design in an organization, from cultural change to training models.

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Christine Walker

Director of Customer Experience
Ceridian HCM
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Lisa Woznica

Vice President, Customer Experience
Wawanesa Insurance

For CX Marketers

2:00 PM - 3:30 PM The New Marketer: Growth Hacking Your Way to Deliver the Best Possible Customer Experience

Caleb Rubin, Head of Digital, go easy Ltd.
Marketing strategy is no longer developed in the boardroom. It is a scrappy process of rapid experimentation and optimization occurring in a testing and learning environment. In order to meet the needs of a dynamic and ever-changing customer base, marketing must be viewed differently than ever before. This session explores how to evolve marketing culture, transform customers into advocates, deliver an excellent customer experience and the agile toolkit you need to growth hack your marketing approach.

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Caleb Rubin

Head of Digital
go easy Ltd.

For Customer Service Leaders

2:00 PM - 3:30 PM Aligning Technology with Customer Behavior: Leveraging Chat Bot, AI and Voice Activation Technology to Meet Your Customer on Their Terms

Due to millennial consumer impact and the emphasis on self-service, contact centre leaders are pushed to make internal decisions regarding technological solutions and advancements to meet customer demands. This camp will discuss strategies for understanding the behaviors and trend lines of your specific market as well as the strategic process for building a technology transformation roadmap to meet those needs.

Sponsored by: Genesys

Afternoon Break

Break

3:30 PM - 4:00 PM Networking Break

These simultaneous sessions allow functional groups of attendees to dig in to their practical day-to-day, identifying areas to optimize performance and improve efficiency.

Tactical Camps

For Experience Designers

4:00 PM - 5:30 PM Equipped for Success: Sharing Best Practices in Toolsets and Design Management Strategies that Perform

Ann Tebo, VP, Product, Onist Technologies Monika Curman, Program Manager, Customer Experience, BC Hydro
The tools and methods for delivering services and experiences are vast and largely open source: design thinking processes, service blueprinting, journey maps, and many other custom tools depending on the specific project. This camp explores some of the key tools that experience designers have found particularly useful, taking a case study approach to effectively leveraging tools in practice. Beyond just the toolsets, gain insight into best practices for managing various design methods to quickly prototype and garner feedback quickly.

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Ann Tebo

VP, Product
Onist Technologies
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Monika Curman

Program Manager, Customer Experience
BC Hydro

For CX Marketers

4:00 PM - 5:30 PM Communications that Deliver: Creating a Feedback Loop for Compliant Customer Conversations

Anthony Cioffi, Customer Experience Architect, Thinking Capital
Marketers are tasked with constantly improving the performance of digital customer communication, from message timing to levels of personalization, meeting the customer on their own terms. This session takes a look at how to continuously apply customer feedback and outcomes of analytics into marketing campaigns, being mindful of the limitations CASL compliance places on Canadian marketers and the platforms they use.

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Anthony Cioffi

Customer Experience Architect
Thinking Capital

For Customer Service Leaders

4:00 PM - 5:30 PM Retention in the Modern Contact Centre: Practical Programs for Employee Engagement

Andrew Pryse, Senior Director, Toronto Customer Contact Center, CIBC Dilip Nair, Senior Director, Customer Service, Aon Hewitt
There is no one-size-fits-all in employee retention, however certain best practices have emerged in terms of blending progression models, on-the-job-learning, employee scorecards, manager investment, and even social programs connecting the team. This camp discusses practical engagement programs, from employee development opportunities to social events, which have resonated in Canadian call centres.

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Andrew Pryse

Senior Director, Toronto Customer Contact Center
CIBC
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Dilip Nair

Senior Director, Customer Service
Aon Hewitt

Evening Reception

Reception

5:30 PM - 7:00 PM Networking Reception: Cocktails & Conversation

Reception

7:00 PM - 7:00 PM Conference Adjourns