Full Event details below
CX Strategies Summit
Marriott Eaton Centre
Toronto, ON
Monday April 23rd &
Tuesday April 24th 2018
Wednesday April 25th: Post conference workshops
Join CX thought-leaders and disruptors from a wide range of industries who are proud of their achievements and passionate about sharing tips and tactics. Led by Amazon, Toyota Canada, Philips, Shopify, Capital One, and Audi of America!
7:30 AM
Registration and Breakfast
8:15 AM
Opening Comments From Chair
Sue Duris
Lead Committee Member, CXPA
8:30 AM KEYNOTE ADDRESS: 360 CX VISION
Re-think Your CX to Gain Market Share in a Changing World
Melody Roberts
CEO, Liv Labs
9:00 AM PANEL: OMNI-CHANNEL
Meet the Demands of Your 24/7 Always-connected Customers to Remain the Brand of Choice
Sue Duris
Lead Committee Member, CXPA
Joe Whitchurch
Head of Customer Experience and Innovation – Small Business Card, Capital One
Biljana Petkovic
Strategic Planning Advisor, Public Service
Ramzi Rahbani
Senior Manager, Digital Strategy, President's Choice Financial
9:45 AM CASE STUDY:
How Atlasssian Powers Long-Term Growth by Elevating CX Strategy
Chris de Vylder
Head of Sales Strategy & Operations, Atlassian
Mahesh Ram
Founder and CEO, Solvvy
10:15 AM
Morning Break
10:45 AM CASE STUDY: CIBC
Build a Service Design Team to Improve Your Customer Experience
Andrea Chan
Director of Service Design, CIBC
Katherine Monteith
Director of Service Design, CIBC
DRIVING CX CHANGE
11:15 AM CASE STUDY: SETTING UP A NEW CX DEPARTMENT
Lessons on Building a CX Team From Scratch
Gina Baillie
Director, Customer Journey Management, World Vision Canada
11:45 AM INTERNATIONAL CASE STUDY: RE-DESIGNING CX & UX AT THE SHARP EDGE
Navigate Across Multiple Regions and Diverse Needs in a Tight Deadline
Nadim Sayed
Experience Architect, United Nations
DATA ANALYTICS
11:15 AM CASE STUDY: BIG DATA
Navigate Your Data to Develop Impactful Insights
Sebastian Stoessel
Big Data and Business Intelligence, Audi of America
11:45 AM ASE STUDY: USING BIG DATA TO DRIVE A TRUE CUSTOMER 360 EXPERIENCE
Leverage Big Data to Provide Legendary Customer Experiences
Gabriela Henriques
Big Data Developer, TD
12:15 PM
Networking Lunch
1:15 PM CASE STUDY: LINKEDIN
Realize the Value of Customer Success to Increase Your Customer Lifetime Value
Perry Monaco
Head of Customer Success Canada, LinkedIn Canada
1:45 PM INDUSTRY EXPERT:
Breaking the Transformation Barrier
Arthur Borkwood
Head of Customer Development, TTC
Josh Greenhut
Strategy Lead, Bridgeable
2:15 PM
Afternoon Break
2:45 PM PANEL: SILO BUSTING
Corporate CX Silos – Identifying Bottlenecks
Sue Duris
Lead Committee Member, CXPA
Keia Cole
Head of Strategy | Customer Experience Group, MassMutual
Brent Reynolds
Chief Customer Experience Officer, Capital One Canada
Nir Kumar
Project Lead, Customer Experience Transformation, Bombardier
Arthur Borkwood
Head of Customer Development, TTC
3:30 PM KEYNOTE: DRIVING DIVERSITY ACROSS CX
Extending the Reach of Employee CX Engagement Programs to Partners and Contractors
Roger Pugsley
Director, Customer Service Excellence, Oxford
4:00 PM
Start-stop-continue
4:30 PM
Conference Adjourns to Day Two and Evening Cocktail Reception
7:30 AM
Registration and Breakfast
8:15 AM
Opening Comments From Chair
Dolly Konzelmann
President, Customer Service Professionals Network
8:30 AM OPENING ADDRESS – DRIVING CX TRANSFORMATION
The Blueprint for Driving Customer-centric Change Across Your Organisation
Jen Rodstrom
CX Transformist, Temkin Group
9:00 AM PANEL: MEASURING CX
Improve Your Metrics to Understand Customer Needs and Improve Future Experiences
Michael Ruic
Customer Service, IT Cosmetics, L’Oreal Luxe
Tanya Kinney
Performance Optimization and Measurement – Digital Customer Experience, Irving Oil
Jennifer van der Valk
Managing Director, Marketing and Digital Strategy, Government of Ontario
Dolly Konzelmann
President, Customer Service Professionals Network
Tyrell Schmidt
VP, Global Brand and Customer Experience Officer, TD Bank
9:45 AM CASE STUDY: WELLS FARGO & COMPANY
How to Bridge Engagement Gaps to Improve CX Consistency
Judy Teeven
Senior Vice President, Cards and Retail Services, Wells Fargo & Company
11:00 AM
Morning Break
CX CHANNEL TRANSFORMATION
11:30 AM CASE STUDY: SHOPIFY
Employee Engagement: Build CX Culture From the Inside-out
Amandah Wood
Employee Experience Specialist & Researcher, Shopify
12:00 PM INDUSTRY EXPERT
Manage Personalization Across all CX Touchpoints
SURVEYS
11:30 AM CASE STUDY: TOYOTA CANADA
Build an Online Customer Panel Program That Harnesses VoC to Drive Business Decisions
Stacey Metcalfe
VoC Strategy & Planning Manager, Toyota Canada
12:00 AM INDUSTRY EXPERT
Use Surveys to Guide Real-Time Customer Decisions
12:30 PM
Networking Lunch
1:30 PM CASE STUDY:
Building Out A Customer Onboarding Journey using Design Thinking
Tessa Steenstra
Director, Customer Experience Design, Scotiabank
2:30 PM INTERACTIVE SESSION
Birds of a Feather
2:30 PM
Afternoon Break
3:00 PM CASE STUDY: MANAGING COMPLAINTS
Advanced Strategies That Turn Customer Complaints Into New Opportunities Through Continuous Improvement
3:30 PM CASE STUDY: GUSTO 54 RESTAURANT GROUP
Design and Implement a CX Journey That Leads to Long-term Customer Loyalty
Juanita Dickson
President, Gusto 54 Restaurant Group
4:00 PM
Start-stop-continue
4:15 PM
Conference Adjourns
9:00 AM - 12:00 PM WORKSHOP A:
Crushing Learning Cultures and Creating Learning Legacies Using Learning to Innovate, Engage and Demonstrate Employees
Enzo Augimeri
Manager, Customer Service, Oakville Hydro
Corey Atkinson
Vice President, Learning & Development, Customer Service Professionals
1:00 PM - 4:00 PM WORKSHOP B:
Accelerating Change from a Traditional to a Newly CX-Centric Company
Lauren Waldman
Senior Learning and Development Specialist, Customer Service Professionals Network