September 10-13, 2018
Toronto, Canada

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2017 CX Week Canada Agenda

Interested to learn more about CX Week Canada? Take a look at the official agenda to see the topics and features that will be included this year.
Ready to register? Fast track your attendance and download the registration form or email us at to finalize your attendance. 

Exclusive Content

CCW Digital Special Report Series: Customer Engagement

Brought to you by CCW Digital, this report focuses on today's customer expectations (and demands) during business engagements. Know the 5 tips for success and how to make customer demands work for you.

CCW Digital Executive Report: Customer Experience

You care about the customer experience. But is the experience you’re creating the one your customers actually want? CCW Digital surveyed everyday customers about what they demand when it comes to the customer experience.

Sponsorship Information

2017 CX Week Canada Sponsorship Prospectus

Interested in being an event partner with CX Week Canada? Take a look at the Sponsorship Prospectus to see if this event is the right fit for you.

Sponsorship Information

IQPC Networking and Branding Opportunities

Here are some of the networking and branding opportunities that IQPC has to offer? Interested? Please contact us at

Fast Track Your Attendance

Miele Site Tour

Interested in learning more about Miele? Join us August 24th and take this opportunity to visit the Miele Experience Centre Toronto and witness first-hand their customer experience philosophy.

CX Week Canada Anticipated Attendee List

Interested to see who will be joining you at CX Week Canada? Take a look at our anticipated attendee list to see who will be joining you!

2017 CX Week Canada Registration Form

Want to fast track your CX Week Canada Registration? It's easy - download this form, fill it out, and send it to

Cisco Innovation Centre Site Tour

The first of its kind in North America and one of nine Innovation Centers worldwide, the Cisco Toronto Innovation Centre is the culmination of Cisco Canada’s commitments to drive innovation, productivity, and digital transformation for industry, government, and the country.

Ahead of CX Week Canada, take a look at the Cisco Innovation Centre and take a sneak peek at what to expect on the tour.

The Top Keywords in CX

To prepare you for CX Week Canada, here are the top 5 keywords forming the foundation of our dynamic, tracked agenda.

CCW Executive Report

The CCW Executive Report: Customer Experience Game Changers explores the intersection of the two dimensions. It reveals how organizations are taking action in response to shifts in the importance and nature of customer experience management. Fueled by exclusive survey research, it reveals what truly matters to customer experience professionals.

Customer Experience 101

In the modern experience economy, customers seek and expect a great deal beyond simple delivery of a product or service. They expect an integrated, omni-channel, individualized and effortless experience. A variety of factors including technology advancement and disruptive competition pioneered this customer experience transformation, and now a company’s ability to deliver holistic experiences through the right channel at the right time separates the leaders from the rest.

CX Canada In the News

There is certainly no lack of Customer Experience resources. We’ve aggregated a few of our favorite reads and resources for you! Attend CX Week Canada 2017 for dynamic insights and experiential anecdotes diving deeper into the nuances of superior CX through the Canadian lens.

Woodbine Racetrack Site Tour

Woodbine Racetrack Site Tour
Wednesday, August 23rd | 5:30-9:30pm

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.

Exclusive Content

2017 CX Week Canada Current Attendee Snapshot

Interested to see who is currently confirmed to attend CX Week Canada? Take a look at our Current Attendee Snapshot. (Last updated 8.7.2017)

People Shock: The Path to Profits when Customers Rule - Introduction Chapter

By Tema Frank, Customer Experience & Usability Pro, Best-Selling Author of “PeopleShock”

Best-selling author and expert, Tema (rhymes with Emma) Frank has worked in customer experience, marketing, and usability testing for over three decades. In 2001 she founded Web Mystery Shoppers International, the world’s first company to test omnichannel customer service: web, phone, chat, email and in-store.

Using social media techniques before social media existed, she built a database of 75,000 “mystery shoppers” worldwide. Clients have included Bank of America, Expedia, the Royal Bank of Canada, government departments, businesses and non-profits of all sizes.

An acclaimed international speaker and instructor (in English and French), her industry-leading research has been featured in the Wall Street Journal, the Globe & Mail and other business and academic publications. Her love of interviewing comes through in her Frank Reactions podcast on customer experience.


Speaker Feature: Adrienne Harris

CX Week Canada presents this speaker feature from Adrienne Harris, Vice President, New Venutres at DATA Communications Management where she discusses her career background and her personal CX journey.

Speaker Feature: Patrick Bach

CX Week Canada interviewed Patrick Bach, Customer Experience & Service Design Leader at TD where he discusses his experiences in customer experience and service design.


2016 Executive Report on Customer Engagement

In this age of customer centricity, we constantly hear talk about the need for a personalized, integrated, consistent, omni-channel and journey-driven customer experience.
Are businesses walking the talk?  Are they elevating engagement to meet this next-generation customer demand?
Our Executive Report On Next-Generation Customer Engagement answers these questions. Citing exclusive CCIQ research, it explores the imperative for a “connected” engagement experience and assesses whether businesses are delivering.

When Your Customer Experience Strategy is Stuck in Neutral

Customer experience is at the heart of change in every progressive organization today. Why? Because there’s only so much Marketing can do to cut through the clutter; there’s only so much Sales can do to successfully bring in new customers; and there’s only so much Service can do to retain those customers. 

Exclusive Content

CCIQ Executive Report on Contact Center Performance & Operations

Call Center IQ's 2015 Executive Report on Contact Center Performance & Operations investigates all such issues - and arms readers with a research-driven, expert-guided pathway to success.

Best of all, it is completely free. Download now


Earth to Contact Centre - Top Developments

A speedily evolving industry means constant opportunities explored by companies across North America - and the globe. We have curated some of the top recent developments in the field, including Mitel's new acquisition, BMO Financial's customer-centricity achievements, and Lithium's endgame in purchasing Klout last year.


The Holy Grail: Seamless Multi-Channel Customer Management

In this whitepaper by, we discuss the importance of creating a seamless, interconnected, multi-channel experience. It is not enough to simply adopt a few channels of communication, but you must find a way to integrate them. Learn more about multi-channel strategies at Call Centre Week | Canada. 


Time Utilization & Operation Effectiveness

Dan Ritson, Manager, Command Centre / Rogers Communications, and past speaker at our event, covers a broad range of topics, including Workforce Management, a case study of the 2010 World Cup's impact on contact centres, and a brief profile of Rogers Communications in this thorough past presentation.

Fostering a Culture of Continuous Improvement to Drive Great Customer Experiences

Kelly Harper, Director of Brand & Customer Learning at BMO Financial Group, and past speaker at our event, discusses the BMO Customer Experience Journey, aligning your People Strategy, and Employee Engagement in this thought-provoking past presentation. Kelly will also be speaking at the 11th Contact Centre Canada, so this is a great opportunity to get a taste of her expertise.

Listening to Your Customers

Michelle Pinchev, Social Media, Customer Experience & Communications Strategist at Scotiabank International Banking, and past speaker at our event, sheds light on implementing social media, talking vs listening, and key success factors in this compact past presentation.

Finding Balance in Customer Services

Dan Ritson of Rogers Communications discussed finding balance in contact centres focusing on coaching and employee satisfaction. Dan has seen a correlation between more coaching and better customer experience.

Growing Through Customer Feedback

Fiona Ellis, Director of Membership Sales & Services, CAA, shared this presentation on listening to and surveying customers and using the results to improve customer satisfaction scores. She also touched on the importance of employee engagement.


The Top 7 Call Centre Infographics

We scoured the web to find the best contact center and customer service visualizations. Tips include best practices in social customer service, mobile technologies and customer satisfaction.