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2018 CX Week Canada Agenda

12-14 September 2018 | Toronto, ON
Gaining Competitive Advantage by Delivering Superior Experiences with Human-Centered Design

Recognising how critical customer centricity is to delivering superior customer experiences, we want to take this year to explore more deeply what that really means and re-examine the efficacy of our processes. We’ve all been there—it’s easy to begin our projects starting with the customer in mind, but it’s difficult to maintain that focus amid obstacles and other business objectives.

We hope to equip you with the tools and insights necessary to create lasting, impactful change and are offering a few new exciting topics to help you get there:

  • How to Deliver on a Culture of Customer-Centricity through Human-Centred Design & Empathy
  • Introduction to Design Thinking for CX: Experience Innovation
  • How to Create a CX Movement
  • Customer Experience Maturity Roundtables: Achieving Executive Buy-in
  • Back to Basics: Customer Experience Roadmap


2018 Resources

Making the Case for CX

To remain truly differentiated and ahead of the vast sea of competition, treating your customers like royalty is the true key to creating lasting business success. Is your organization checking off the basic components to ensure your company’s heart not only keeps beating, but outlives your competitors?

If you don't know them already, here are our top 4 benefits of providing superior customer experiences.

2017 Resources

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!

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.

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: 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.

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.

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

2017 CX Week Canada Attendee List

Interested to see who attended CX Week Canada? Take a look at our 2017 Attendee Snapshot. (Last updated 8.7.2017)