Conference Agenda

Join us for 3 jammed packed days as we explore the latest trends in Customer Experience, innovative CX tactics and strategies and how to Modernize Your Customer Experience for the future. Why stop there? Continue the learning, networking and fun and join us for a contact centre tour at 311 Toronto, followed by lunch and interactive workshops and presentations hosted by Oracle.

07:30 AM - 08:00 AMRegistration & Breakfast
08:00 AM - 08:10 AMOpening Remarks
Dolly Konzelmann | President, CSPN
08:10 AM - 08:30 AMSetting the Stage with Jessica Cryer | VP, Business & Customer Strategy, CSPN
Modernizing the Customer Experience
08:30 AM - 09:00 AMKeynote - Sal Caggiula | Director, Customer Service, Adidas Canada
Millennials and Gen C – Engage and retain the new generations and decrease the turnover rate of agents within your team
09:00 AM - 09:30 AMSession 1
Don Romano | President and CEO, Hyundai Auto Canada Corp.
Genesis – Disruption in Automotive Retailing
09:30 AM - 10:00 AMSession 2A
Kelly Harper | Director, Customer Experience Program, BMO Financial Group
Connecting Employee Experience to CX Outcomes
Session 2B
Barbara O’Reilly | General Sales Manager, Water Heating, Rheem Canada Ltd.
There is no gender in Building & Leading a Successful Team
10:00 AM - 10:30 AMSession 3A
Adrienne Harris | Vice-President, New Ventures, Data Communications Management
The Personal Imperative
Session 3B
Steve Smith | US Chief Operations Officer, Esker
Mastering the Customer Experience Through Digital Transformation
10:30 AM - 11:00 AMNetworking Break
11:00 AM - 11:50 AMPanel Session
Spend LESS time with Customers and INCREASE Loyalty

Moderated by: Desmond Nair | General Manager, Business Applications, Microsoft

Greg Thomas | Founder, BetaRover
Allan Measor | Director, Service Enhancements, Moneris
Andrew Pryse | Senior Director | Toronto Contact Centre | CIBC Contact Centres, Client Connectivity & Innovation, CIBC
Nick Kossovan | Service Delivery Manager, Cognizant
11:50 AM - 01:00 PMNetworking Lunch
01:00 PM - 01:30 PMSession 4
Judy Croon | Comedian & Motivational Speaker
Relieving Stress From Change with Humour
01:30 PM - 02:00 PMSession 5A
Doug Long | Director of Marketing, Emailtopia
Rocking Inbound Team Email
Session 5B
Eram Uddin | Director, Customer Experience, Fleet Complete
Driving a Customer Centric Culture – Power of One
02:00 PM - 02:30 PMSession 6A
David Whitehouse | Vice President Customer/Corporate Services, Peterborough Utilities Group
The Technology in the Utility Sector: Meeting The Ever Changing Consumer Expectations
Session 6B
Elizabeth Lockwood | VP of Marketing, Responsetek
Experience is everything: moving beyond measurement
02:30 PM - 03:00 PMNetworking Break
03:00 PM - 03:30 PMSession 7A
Dave Gussin | Senior Sales Engineer, Genesys
Don’t Call Us, We’ll Call You! The Shifting Mindset of the Next Generation of Consumers
Session 7B
‎Corey Atkinson | VP, Learning & Development, CSPN
Tomorrows Customer Experience begins with you
03:30 PM - 04:15 PMFireside Chat
Laurie Stoneburgh | Vice President Sales & Customer Service, Canpar Courier
Monica Horvath-Cekolj | Senior Manager, Sales & Franchise Services, CARSTAR
Noah Thompson | Senior Manager, Customer Service, A.S.P. Incorporated
Tony Walsh | Vice President, Customer Service & Insurance Operations, Pethealth Inc.
04:15 PM - 04:30 PMDoor Prizes
04:30 PM - 06:00 PMVendor Floor Opens and Cocktails

Cocktails sponsored by Genesys
07:30 AM - 08:00 AMRegistration & Breakfast
08:00 AM - 08:10 AMOpening Remarks
Dolly Konzelmann | President, CSPN
Emcee | David Wojcik | CEO, Mississauga Board of Trade (MBOT)
08:10 AM - 08:40 AMKeynote - Douglas Fry | Director of National Operations, McDonald’s Restaurants of Canada
Meet the Needs of your Guests and Exceed their Expectations
08:40 AM - 09:10 AMSession 8A
Shannon Burch | Director Customer Solutions, Sales Customer Contact Centre, Scotiabank
Change Leadership
Session 8B
Sanja Cancar-Todorovic | Director – Vendor Management, BPO Outsourcing & Site Strategy, TELUS
In Through The Out Door: Global Outsourcing In The New Era
09:10 AM - 09:40 AMSession 9A
Christian Spencer | SVP, Business Development, CanadaDirect
Deanna Cook | VP Business Development, CanadaDirect

The Art of Telemarketing: Reinventing a High Performance Channel
Session 9B
Jessica Cryer | VP, Business and Customer Strategy, CSPN
Demystifying Design Thinking
09:40 AM - 10:00 AMNetworking Break
10:00 AM - 11:00 AMPanel Session

Moderated by: Andree Gosselin O’Meara | Director, Customer Services, The Globe and Mail

Dr. Doug Norris | Senior Vice President and Chief Demographer, Environics Analytics
Millennials: How are they different?

The Millennial Factor – What Great Experiences Look Like to Them
Learn what makes millennials tick, and why it is so important to engage with them, and not just serve them

Corey Herscu | CEO, RNMKR PR
Natalie Preddie | Travel Writer
Jennifer Nguyen | Data Scientist, Scribd
Amy Saunders | CEO and Founder, AlphaPR

11:00 AM - 11:30 AMSession 10A
Charley Butler | Managing Director Member Experience & Innovation, OTPP
Do demographics matter to your service strategy?
Session 10B
Ron Vickery | Area Sales Director, ServiceNow
Lead with Customer Service for your Digital Business Transformation
11:30 AM- 12:00 PMSession 11A
Sharon Ramalho | Former – Senior Vice President and Chief People Officer at McDonald’s Restaurants
Making the Connection – From culture to employee engagement to customer satisfaction
Session 11B
Cheryl Vanditelli | Senior Manager, Customer Experience, Scotiabank
Managing Complaints in a Digital Environment
12:00 PM - 01:00 PMNetworking Lunch
01:00 PM - 02:00 PMRapid Round Tables
02:00 PM - 02:30 PMSession 12A
Roger Pugsley | Director of Customer Service Excellence, Oxford Properties
Employee Engagement Isn’t Enough
Session 12B
Mike Stallone | Director Application Development, ARI Fleet
The Intersection of Service and Technology
02:30 PM - 03:00 PMNetworking Break
03:00 PM - 03:30 PMSession 13
Jim Napier | Director, Customer Experience Value Consulting, Oracle
Roadmap to Modern 2.0
03:30 PM - 04:15 PMSession 14
Jaime Leal | Senior Facilitator & Keynote Speaker, CSPN
Seven reasons why people want to work with you.
04:15 PM - 04:45 PMSession 15
Michael Smith | Senior Manager | Omnichannel Strategy and Banking Transformation, Deloitte Canada
Samir Madhani | Consulting, Deloitte

Customer Engagement 2.0: Empowerment through Digital Agents
04:45 PM - 05:00 PMClosing Remarks & Door Prizes
09:30 AM - 11:45 AMContact Centre Tour -
311 Toronto
09:30 AM - 10:00 AMRegistration & Breakfast
10:00 AM - 10:10 AMWelcome and Introductions
10:10 AM - 10:45 AMPresentation by Gary Yorke | Director, 311 Toronto, City of Toronto
311’s Transformative Customer Experience Journey
10:45 AM - 11:00 AMNetworking Break
11:00 AM - 11:30 AM311 Toronto Tour
11:30 AM - 11:45 AMHead over to Oracle Workshop
11:45 AM onwardsLunch & Workshop
11:45 AM - 12:30 PMLunch
12:30 PM - 01:30 PMWorkshop 1
Arthur Borkwood | Head – Customer Development Strategy & Customer Experience Group, TTC
Josh Greenhut | Associate Fellow, Research, Bridgeable

Breaking the Transformation Barrier
01:30 PM - 01:45 PMBreak
01:45 PM - 03:00 PMWorkshop 2
Shon Wedde | Sr. Director of Product Management, Oracle
How IoT, Augmented Reality, Predictive Analytics, Conversational Interfaces and Robotics are converging to transform the service experience
03:00 PM - 04:30 PMNetworking Event

Contact Centre Tour + Workshops

An opportunity you don’t want to miss!

Hosted by:
311 Toronto        Oracle
Come participate in a full-day of immersive learning with a guided contact centre tour and engaging workshops. Obtain unique insights into business operations, best practices, and an opportunity to discover how organizations provide world class customer experience. Continue the learning from the contact centre to the classroom with engaging workshops designed to help you put into practice what you have learned.

Includes transportation, breakfast, lunch and surprises.
We all meet at 311 Toronto. Address to be provided.

Book early as space is limited to 20 seats. Reserve your spot during registration.

CSPN reserves the right to make changes in programming and speakers, or to cancel if enrollment criteria are not met, or when conditions beyond our control occur. Every effort will be made to contact each person enrolled if the conference is cancelled and 100% registration fees will be refunded.

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