Main Conference Day 2

Plenary Sessions

Plenary Sessions

7:30 AM - 8:00 AM Registration & Breakfast

Plenary Sessions

8:00 AM - 8:15 AM Chair Opening Remarks

Plenary Sessions

8:15 AM - 9:00 AM Keynote Address - Organizational Evolution for the Millennial Present and Future

Chris Randall, Chief Customer Officer, ResponseTek
Millennials are poised to become the largest generation of customers and employees – representing nearly 75% of the workforce by 2030. There’s no denying that their power, size and influence is a major focus for businesses preparing for their eventual ascension into wealth. Grabbing their attention, loyalty, and even engaging them in providing feedback is proving to be more challenging than ever. In this presentation, Chris Randall, Chief Customer Officer at ResponseTek, will address select consumer habits of millennials and how leading brands and top customer experience professionals are adapting their CX programs to keep them engaged and loyal.


Chris Randall

Chief Customer Officer

Sponsored by: ResponseTek

Delivering excellent customer experience always returns to the fundamental shift toward and focus on the customer. This often requires breaking down enterprise silos and overcoming culture pushback while reinventing the internal organisation. This panel of change agents addresses some of the keys to transforming organisational culture.


John Bardawill

Canadian Marketing Association, Customer Experience Council

Eric Esguerra

Director, Customer Service and Operations
Miele Canada

Erin Gray

National Director, Customer Experience
Revera Inc.

Markus Grupp

Director, Digital Customer Experience

Plenary Sessions

9:45 AM - 10:30 AM Networking Break & Demonstration Drive

Plenary Sessions

10:30 AM - 11:30 AM Metrics That Matter: How to Identify and Benchmark CX ROI for Your Business

Ashutosh Anil, Product Leader - Safety System Operations, BC Safety Authority
We are all familiar with the NPS holy grail of customer experience metrics. Beyond NPS, this panel explores some unique qualitative and quantitative metrics in which can help benchmark your CX programme. In addition, how can NPS be leveraged at a macro and micro level to measure performance?


Ashutosh Anil

Product Leader - Safety System Operations
BC Safety Authority

Moderated Roundtable Discussions

Our peer-to-peer roundtable sessions are designed to provide an open forum to discuss your challenges and potential solutions. Roundtables are the perfect way to dig a little deeper into a topic and learn new strategies through sharing ideas in interactive groups.

11:30 AM - 12:30 PM Optimizing Voice of Customer Programs

Gina Baillie, Director, Customer Journey Management, World Vision Canada
An effective Voice of Customer (VoC) program and feedback implementation model is critical for the continuous improvement of customer experience. This roundtable examines the characteristics of high performing VoC programs.


Gina Baillie

Director, Customer Journey Management
World Vision Canada

11:30 AM - 12:30 PM Best Practices in Customer Scorecards

Diane Magers, Customer Experience Professionals Association, CEO, Chairman of the Board, Customer Experience Professionals Association
Just as you track KPI’s to measure the health and performance of your organization, the customer scorecard emerges as a powerful tool to better understand behaviors and trends key to your continued success. This roundtable addresses best practices in customer scorecards.


Diane Magers, Customer Experience Professionals Association

CEO, Chairman of the Board
Customer Experience Professionals Association

11:30 AM - 12:30 PM Serving the Hyper-Connected Customer

Tom Loberto, Vice President and General Manager, TeleTech Canada Solutions
More than 2 billion consumers will be internet-connected by 2020, and this accelerating digitization has made impressing customers harder than ever. Join TeleTech for this roundtable discussion on the needs of the connected customer and how organizations need to integrate channels and prepare their people to meet changing consumer expectations.


Tom Loberto

Vice President and General Manager
TeleTech Canada Solutions

Sponsored by: Teletech

11:30 AM - 12:30 PM Raise Your Customer Experience Game with Social: The BMO Story

Nick Nunes, Senior Manager, Social Media (North America), BMO Financial Group Rob Delbello, Country Manager - Canada, Lithium
Join experts from BMO and Lithium to learn how you can improve your brand’s digital customer experience by leveraging social media engagement. Nick Nunes, Senior Manager of Social Media (North America) at BMO will be on hand to chat through how BMO has leveraged social media platforms to deliver exceptional customer care that has driven real business results, including improved customer satisfaction and reduced care-related costs. This roundtable session will also cover tips on how you can better manage your social strategy and personalize UX while delivering an exceptional holistic experience.


Nick Nunes

Senior Manager, Social Media (North America)
BMO Financial Group

Rob Delbello

Country Manager - Canada

Sponsored by: Lithium

11:30 AM - 12:30 PM How Do You Engage Your Customers? Creating Connected Customer Experiences

Johnathan Bald, Upper Mid-Market, CX Sales Manager, Oracle
Today’s empowered customers expect seamless, personalized, and immediate experiences. They control every aspect of interacting with businesses, and are also quick to adopt innovative new communication devices, services, and channels. Business that fail to measure up will face higher customer churn, loss of market share, and decreasing revenue. We will discuss how your business can exceed skyrocketing expectations through connected data, connected experience, and connected intelligence.


Johnathan Bald

Upper Mid-Market, CX Sales Manager

Sponsored by: Oracle

11:30 AM - 12:30 PM Nearshhore Digital Convergence

Anupan Govil, Partner, Avasant Jason Atkins, CEO, Jean Ary Ceant, Special Advisor to DG, CFI Haiti
The global IT and BPO service delivery has been undergoing a drastic transformation. Global IT-BPO buyers are increasingly demanding services that place customer experience at the core of their service delivery. This has led to a rapid adoption of new technologies like automation and artificial intelligence, which significantly improves customer experience, and also reduces the demand for traditional IT-BPO services. IT-BPO service providers in nearshore markets are adapting to these developments by moving towards newer models based on omni-channel service delivery, delivering digital and creative services, cloud solutions, flexible pricing models, etc.


Anupan Govil


Jason Atkins


Jean Ary Ceant

Special Advisor to DG
CFI Haiti

Sponsored by: CFI, Haiti

Plenary Sessions

Plenary Sessions

12:30 PM - 2:00 PM Networking Luncheon

Networking Lunch

Experience Execution Case Studies

These simultaneous presentations span key CX topics and feature case studies of Canadian companies who have re-engineered and delivered on various approaches to experience strategy.

Focus on Face-To-Face Experience

2:00 PM - 3:00 PM Scotiabank’s Approach to Deliver a Next Generation In-Branch Experience

Katherine Hayward, Vice President, Customer Experience, Scotiabank Tessa Steenstra, Director of Customer Experience Design, Scotiabank
Through a combination of branch strategy redesign, customer education development and employee training, Scotiabank implemented a revolutionized value proposition focused on needs-based customer conversations and expanded financial literacy. Glean key tips to their success, from key partners to engage to onboarding practices that work.


Katherine Hayward

Vice President, Customer Experience

Tessa Steenstra

Director of Customer Experience Design

Focus on Customer Loyalty

2:00 PM - 3:00 PM SoapBox Innovations Advocates for Customer Success Beyond Subscriptions

Jessica Weisz, Chief Operating Officer, SoapBox
The concept of customer success traditionally applies to recurring revenue models with the goal of reducing churn. However, what would stop traditional businesses from applying the value and loyalty aspects of customer success to their own models? In this session, learn how customer success can be applied in and outside of the subscription and SaaS space with a focus on customer consultation and guidance around the experiences you deliver.


Jessica Weisz

Chief Operating Officer

Focus on CX Learning

2:00 PM - 3:00 PM BMO Financial Group’s Implementation of a CX Learning Function

Kelly Harper, Director, Customer Experience Program, BMO Financial Group
Customer experience once lived exclusively within corporate marketing at BMO. However in 2012, a new CX learning function was created within the talent organization focused on articulating the brand internally, enhancing employee engagement and developing CX learning. Through a case study approach, this session will walk you through how to build and launch a CX learning program, key program components including training, synergies with HR and the linkages between employee experience and CX success.


Kelly Harper

Director, Customer Experience Program
BMO Financial Group



3:00 PM - 3:00 PM Main Conference Concludes

Site Tour

Site Tour C:

4:30 PM - 5:30 PM Depart for Woodbine Entertainment

Site Tour C:

5:30 PM - 6:45 PM Private Facility Tour hosted by Carmen Day

With roots dating back to 1881, Woodbine Entertainment Group is the largest horseracing operator in Canada, showcasing world-renowned horse racing at both Woodbine Racetrack, home of the iconic Queen's Plate, and Mohawk Racetrack, host of the storied Pepsi North America Cup. With access to over 100,000 square feet of diverse meetings, dining and event space, including private event spaces for groups of 20 - 20,000, the spaces at Woodbine Racetrack are designed to host corporate and social events, fundraisers, tradeshows, meetings and conferences. The thrill of live horseracing and the vibrant colours and sounds of the gaming floor ensure that you enjoy a memorable, one of a kind experience.

Through the lens of guest experience, take this private tour of Woodbine's impressive facilities and experience the inner workings of just how the magic happens. Our private tour will be followed by a reception during the horse race, which you'll experience from the Woodbine Club Suite, immediately following the tour.

Site Tour C:

6:45 PM - 9:30 PM Private Reception in the Woodbine Club Suite

(dinner and drinks included)