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Main Conference Day 2

Plenary Sessions

Plenary Sessions

7:00 AM - 8:30 AM Morning Energizer: Poolside Yoga OR Fun Run

Plenary Sessions

8:30 AM - 9:00 AM Registration & Breakfast

Plenary Sessions

9:00 AM - 9:30 AM Rise & Shine Breakfast Meet-Ups

Attendees enjoy breakfast amongst topically-focused discussion tables. Meet-Up leaders at each table facilitate small group discussion.

Plenary Sessions

9:30 AM - 10:00 AM Chair Opening Remarks

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.

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John Bardawill

Chairperson
Canadian Marketing Association, Customer Experience Council
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Eric Esguerra

Director, Customer Service and Operations
Miele Canada
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Erin Gray

National Director, Customer Experience
Revera Inc.
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Markus Grupp

Director, Digital Customer Experience
Indigo

Plenary Sessions

11:00 AM - 11:30 AM Networking Break

Plenary Sessions

11:30 AM - 12:00 PM La Capitale Financial Group and Mirego: Optimizing CX through Custom Software Development

Christian Dufour, Executive Vice President, Individual Insurance and Financial Services, La Capitale Financial Group Charles Cantin, VP Customer Experience, Mirego
In this presentation, Mirego and La Capitale will showcase how the best customer experience strategy starts with getting the right software in place. Working closely with Mirego, La Capitale developed the Mobile Office App, answering its clients’ saving and investment needs instantly. Using this custom technology allowed La Capitale Financial Group to leverage their customer experience to greater customer retention, lower operating costs, higher sales and growth.

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Christian Dufour

Executive Vice President, Individual Insurance and Financial Services
La Capitale Financial Group
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Charles Cantin

VP Customer Experience
Mirego

Sponsored by: Mirego

Plenary Sessions

12:00 PM - 12:45 PM Case Keynote - How Rogers Communications Translates Customer Intelligence into Actionable Strategy

Christopher Dingle, Senior Director, Customer Intelligence, Rogers Communications
So you’ve amassed data about your customers. Now what? Combining significant expertise marrying customer intelligence and digital experience, Christopher Dingle leads Rogers Communications’ efforts to centralize and expose the enterprise’s disparate customer data sets, translating data at rest to data in motion. Glean insights from Christopher's approach to:
  • Overcoming challenges associated with information overload
  • Championing cultural transformation associated with trusting in your data
  • How to integrate data from various platforms together in a meaningful way
  • Identify opportunities through data to mitigate costs, drive revenue and improve satisfaction

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Christopher Dingle

Senior Director, Customer Intelligence
Rogers Communications

Plenary Sessions

12:45 PM - 2:00 PM Networking Luncheon

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.

Experience Execution Case Studies

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 Design, International Banking, 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.

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Katherine Hayward

Vice President, Customer Experience Design, International Banking
Scotiabank
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Tessa Steenstra

Director of Customer Experience Design
Scotiabank

Focus on Customer Loyalty

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

Jessica Weisz, Chief Customer 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.

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Jessica Weisz

Chief Customer Officer
SoapBox

Focus on CX Learning

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

Kelly Harper, Director of Customer Experience Learning, 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.

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Kelly Harper

Director of Customer Experience Learning
BMO Financial Group

Closing Plenary

Closing Plenary

3:30 PM - 4:00 PM Networking Break

Closing Plenary

3:30 PM - 4:15 PM Closing Panel - Metrics That Matter: How to Identify and Benchmark CX ROI for Your Business

Ashutosh Anil, Vice President, Customer Experience, Rise People Christopher Watchorn, Director, Customer Service Network Effectiveness, Canada Post
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?

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Ashutosh Anil

Vice President, Customer Experience
Rise People
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Christopher Watchorn

Director, Customer Service Network Effectiveness
Canada Post

Closing Plenary

4:15 PM - 4:15 PM Main Conference Concludes

Site Tour C

Site Tour C

4:45 PM - 5:30 PM Depart for Site Tour C

Site Tour C

5:30 PM - 9:30 PM Site Tour C: Woodbine Entertainment

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.