Pre-Conference Sessions

Registration

Registration

8:00 AM - 9:00 AM Registration & Coffee: Workshop A and Boot Camp

Pre-Conference Sessions

Workshops

9:00 AM - 11:30 AM Workshop A: Human Centered Design for Great Customer Experiences

Patrick Bach, Customer Experience & Service Design Leader, TD Markus Grupp, Director, Digital Customer Experience, Indigo
Human Centered Design provides a powerful framework for creating great outcomes and customer experiences. Learning and adopting this Design Thinking methodology within your organization can often be challenging as people are required to adopt new skills and change their approach to problem-solving. In this workshop, Markus and Patrick will explore the idea of Human Centered Design and the 5 biggest challenges your organization will face when implementing and scaling it.

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Patrick Bach

Customer Experience & Service Design Leader
TD
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Markus Grupp

Director, Digital Customer Experience
Indigo

Workshops

11:30 AM - 12:00 PM Registration: Workshop B

Workshops

12:00 PM - 2:30 PM Workshop B: Workforce Engagement: A Tactical Roadmap to Employee Journeys to Strengthen the Foundation of Experience Delivery

Jessica Weisz, Chief Operating Officer, SoapBox Jillian Gora, Director of Customer Experience, SoapBox Katy Lawrence, Lead, Talent & Development, Canada, Coca-Cola Refreshments Canada
Statistics prove that companies with engaged employees significantly outperform their peers. Based off the Customer Journey Mapping process, Employee Journey Mapping proves an effective tool to identity pain points for employees, allowing for opportunities to reinvent internal processes that resonate both internally and externally.

This workshop demystifies the employee journey map, providing you with tips and an actionable plan to effectively map employee touch points.
(working luncheon)

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Jessica Weisz

Chief Operating Officer
SoapBox
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Jillian Gora

Director of Customer Experience
SoapBox
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Katy Lawrence

Lead, Talent & Development, Canada
Coca-Cola Refreshments Canada

Workshops

2:30 PM - 3:00 PM Registration: Workshop C

Workshops

3:00 PM - 5:30 PM Workshop C: Translating a Customer Scorecard into Customer Success: Tactics for Integrating Takeaways to Deliver Better Service

Adrienne Harris, VP, New Ventures, DATACM Lisa Woznica, Vice President, Customer Experience, Wawanesa Insurance
Developing empathy is one of the first and, at times, most challenging steps in designing experiences. Customer Scorecards prove a powerful tool in order to develop empathy, going beyond your business needs and tying customer outcomes to your own business results.

In this session, collaboratively approach applying a customer scorecard to redesign how you service your customer.

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Adrienne Harris

VP, New Ventures
DATACM
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Lisa Woznica

Vice President, Customer Experience
Wawanesa Insurance
Specifically designed for new CX leaders, this boot camp provides a comprehensive run down from seasoned CX leaders as to what they wish they had known when they started as the customer experience lead in their respective organization.

Our roundtable leaders diversity of industry and background will provide you with seasoned advice, war stories, key skills, tools and capabilities that you’ll need along your own CX journey.

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Shannon Long

Supervisor, Customer Experience
Municipal Property Assessment Corporation
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Steve Copeland

Executive Vice President
Executive Energy Management

Boot Camp

12:30 PM - 1:30 PM Boot Camp Lunch

Boot Camp

1:30 PM - 4:00 PM CX Leaders Boot Camp (continued)

Conculsion

Conculsion

5:30 PM - 5:30 PM Pre-Conference Sessions Conclude