\"

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: Applying the Design Thinking Mindset to Reengineer Customer Touch Points

Patrick Bach, Customer Experience & Service Design Leader, TD Markus Grupp, Director, Digital Customer Experience, Indigo
Design Thinking is both a mindset and tool that has emerged as the leading methodology for reimagining customer experience through the time-tested process of human-centered design. Beginning with empathy and drawing from an iterative approach, many enterprises have discovered CX enlightenment through Design Thinking.
Join lead experience designers as they unpack what Design Thinking can do for your customer experience, from understanding the process to tactical execution in your own business.

img

Patrick Bach

Customer Experience & Service Design Leader
TD
img

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 Customer Officer, SoapBox Jillian Gora, Manager, Customer Experience and Communications, SoapBox Katy Lawrence, Lead, Talent & Development, Canada, Coca-Cola
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)

img

Jessica Weisz

Chief Customer Officer
SoapBox
img

Jillian Gora

Manager, Customer Experience and Communications
SoapBox
img

Katy Lawrence

Lead, Talent & Development, Canada
Coca-Cola

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.

img

Adrienne Harris

VP, New Ventures
DATACM
img

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.

img

Simon Lysnes

Director of Customer Experience
Hudson's Bay Company
img

Shannon Long

Supervisor, Customer Experience
Municipal Property Assessment Corporation
img

Steve Copeland

Executive Vice President
Executive Energy Management
img

Vicki Benoit

Director, Customer Experience, Special Projects
Air Canada

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 - NaN:NaN AM Pre-Conference Sessions Conclude