Conference Agenda

With a jam packed 2-days of interactive and engaging sessions, we Discovered, Learned and Networked with leaders, innovators and influencers who shaped the customer and employee experience. All sessions in yellow were Customer Experience related, sessions in red were Employee Experience and sessions in purple touched on both CX and EX.

Click on the SPEAKER LINKS to learn more about the speaker and their presentation!

Topic Category Themes
8:00 – 8:45 Registration & Breakfast
8:45 – 9:00 Opening Remarks
Dolly Konzelmann | President, CSPN
9:00 – 9:30 Keynote
Lisa Lisson | President, FedEx Express Canada
Perspective on Leadership, Learning & Overcoming Challenges
9:35 – 9:50 The LIVE Exchange
Interactive session with Dr. Jaime Leal, Senior Facilitator, CSPN & Martin Levy, Account Executive, Thoughtexchange. Have your hand held devices ready to join the LIVE Thoughtexchange! Share your thoughts on the most important topics you’d like to spend time discussing with your peers at the afternoon Rapid Round Tables session.
Dr. Jaime Leal | Senior Facilitator, CSPN &
Martin Levy | Account Executive, ThoughtExchange
9:55 – 10:40 Spark Sessions
Martin Levy | Account Executive, ThoughtExchange
Collaborative & Courageous Leadership
Doug Long | Director of Marketing, Emailtopia
Spring Into a Sunny Outlook: Maximize Productivity for Team Inboxes in Office 365
Jessica Cryer, VP, Business & Customer Strategy, CSPN
10:45 – 11:00 Break
11:05 – 11:35 Session 1A
Duncan Bureau | President, Air Canada Rouge
How to use consistent, every-day interactions to achieve customer loyalty
Session 1B
Nitin Badjatia | Senior Director, Product Strategy, ServiceNow
Loyalty and the long now of customer service
11:40 – 12:10 Session 2A
Corey Atkinson | VP of Learning & Development, CSPN
How to make your CX Strategy STAND OUT
Session 2B
Joanna Lohrenz | Vice-President, Customer Experience Transformation, Manulife
Creating Moments that Matter
12:15 – 1:00 Networking Lunch
Catered by Chef Ramanaa
1:10 – 1:40 Session 3A
Carmen Day | Vice President – Sales, Events and Guest Experience, Woodbine Entertainment Group
We are All in Guest Experience – How to Create a Guestcentric Culture in Your Organization
Session 3B
Vincent Immordino | Business Development Manager, Esker Inc.
Conquering Customer Experience in the Digital Age
1:50 – 2:20 Session 4A
Mark Bloom | Director Product Marketing, Zendesk
Omnichannel Customer Care and the Experience Economy
Session 4B
Maureen Russolo | Vice President, Customer Experience, Southwire Canada
How to develop and implement an effective Customer Experience Strategy based on VOE and VOC
2:25 – 2:40 Break
2:50 – 3:50 Click here to learn more about the Panel Session
Employee Experience
Join our panel discussion to hear perspectives and insights on how organizations are mastering the customer experience across various industries. Our expert panelists will also share how the combination of strategic employee experiences – in combination with the customer experience – is driving organizational success.
Stacey Randell, Head of Operations, SNAP Financial Group
Shelly Andrews, Director, Client Services, LifeLabs
Stacey Metcalfe, Manager, Customer Retention & VOC Service Retention, Toyota Canada
Rita Toporowski, General Manager, Central Canada, Via Rail Canada
4:00 – 5:00 Rapid Round Tables
5:00 – 5:10 Day 1 Closing Remarks
5:10 – 6:00 Complimentary Networking & Cocktail
8:00 – 8:45 Registration & Breakfast
8:45 – 9:00 Opening Remarks
Dolly Konzelmann | President, CSPN
9:00 – 9:30 Keynote
John F. Lettieri | CEO & President, HERO Certified Burgers
Staying ahead of the competition by building a Leadership Pipeline that supports the development and inspires the journey to Business Success
9:35 – 10:20 Session 5
Dessalen Wood | Chief People Officer, Thoughtexchange
Motivation Misconceptions
10:20 – 10:50 Break
11:00 – 11:30 Session 6A
Kirsty Traill | VP of Customer, Hootsuite
Engaging employees to deliver a powerful customer experience
Session 6B
Melanie Fleming | VP Strategy, Planning & Product Marketing, TELUS International
Keeping High-Tech, ‘High-Touch’ in the Age of a Digital CX
11:40 – 12:10 Session 7A
Perry Monaco | Head of Customer Success, LinkedIn
The LinkedIn Culture and the HR Hackathon
Session 7B
Erik Simins | Co-Founder, Founder & CEO, Blockable & MAGNUS Personnel Corporation
Untapped Human Capital Is the Next Great Global Resource
12:20 – 12:50 Session 8A
Richard Antosik | Vice President, Digital Operations & Client Services, Laurentian Bank Financial Group
4 Principles Supporting Successful Business Transformation
Session 8B
Kellee Irwin, Vice-President, Orion Travel Insurance
Transformation through the difficult path of Genghis Khan – Synopsis
1:00 – 1:45 Network Lunch
1:50 – 2:50 Click here for more info on the Panel Session
Customer Experience & Technology
Customer experience is at the top of every business priority list. Our panelists will discuss and provide proven insight on how organizations can strategically use emerging technology, changing consumer metrics and customer data to ensure your CX strategy is as powerful as possible in a competitive and digital landscape.
Deanna Cook | Vice President, Business Development, CanadaDirect
John Sullivan | National Technical Director, Dynamics 365, Microsoft Canada
James Bowes | Director, Service Assurance Technical Solutions, RBC Investor & Treasury Services, Royal Bank of Canada
Shai Berger | Co-Founder and CEO, Fonolo
Paul Lewis | Global Vice President & Chief Technology Officer, Industry and Enterprise Architecture, Hitachi Vantara
2:55 – 3:25 Interactive Engagement
3:30 – 4:05 Conference Awards
4:05 – 4:30 Day 2 Closing Remarks & Door Prizes


08:30 AM - 12:10 PMWorkshop
08:30 AM - 09:00 AMRegistration & Breakfast
09:00 AM - 09:10 AMWelcome and Introductions
09:10 AM - 11:40 AMPresentation - Assessing Organizational CX Maturity – How Prepared are you to Deliver GREAT Customer Experiences?
11:45 AM Head over World Vision Tour

Assessing Organizational CX Maturity – How Prepared are you to Deliver GREAT Customer Experiences?

Experience Matters, Period.
Customer Experience is increasingly becoming a critical aspect to obtaining and sustaining a strategic competitive advantage and differentiating yourself against competitors in the marketplace. However, organizations do not become customer-centric overnight. It’s an evolution. In order to get to where you want to go, you need to first know where you are starting from. The question then becomes, how prepared is your organization to consistently deliver GREAT Customer Experiences?

In this 3 hour activity-based and engaging workshop, participants will get the opportunity to:
1. Learn about the strategies, approaches and tools used to assess organizational CX Maturity
2. Dissect the major CX components involved in accurately assessing an organizations maturity
a. Customer Understanding
b. CX Vision & Strategy Design
c. Operations & Tools Capabilities
d. CX insights & Activities Management
e. People, Culture & the Organizational CX
3. Perform a CX Pulse-Check of your own organization with the guidance and support of CX experts
4. Discuss, share and learn CX Maturity topics and issues with CX professionals across industries, companies and roles

12:45 PM onwardsLunch, Tour at World Vision Canada, Mississauga
12:45 PM - 01:15 PMLunch
01:15 PM - 02:00 PMPresentation
02:00 PM - 02:30 PMBreak
02:30 PM - 03:00 PMTour
03:00 PM - 04:30 PMNetworking Event

Enjoy a networking lunch followed a presentation of how World Vision has embraced their strategies to ensure both contact centers deliver a world-class recognized customer-centric experience. Learn how the leaders have moved the needle in the areas of revenue, business efficiencies and securing donor loyalty.

Participate in a discussion on how the management has driven employee engagement across their omni channel teams to ensure a balance of both employee and customer experience. A story of success worth listening to.

After Q and A you will be escorted to visit the contact center to learn about the tools and technologies that has helped World Vision become a leader in the industry. Come prepared to be amazed.

World Vision Canada Tour in Mississauga

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