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
- Speaker Presentations // May 28, 2019
- Speaker Presentations // May 29, 2019
- Contact Centre Tour & Workshop // May 30
| SCHEDULED TIME | TRACK 1 | ROOM A | TRACK 2 | ROOM B |
| 8:00 – 8:45 | Registration & Breakfast | |
| 8:45 – 9:00 | Opening Remarks Dolly Konzelmann | President, CSPN |
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| 9:00 – 9:30 | Keynote Lisa Lisson | President, FedEx Express Canada Perspective on Leadership, Learning & Overcoming Challenges |
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| 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 |
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| 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 |
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| 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 |
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| 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 |
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| 4:00 – 5:00 | Rapid Round Tables | |
| 5:00 – 5:10 | Day 1 Closing Remarks | |
| 5:10 – 6:00 | Complimentary Networking & Cocktail | |
| SCHEDULED TIME | TRACK 1 | ROOM A | TRACK 2 | ROOM B |
| 8:00 – 8:45 | Registration & Breakfast | |
| 8:45 – 9:00 | Opening Remarks Dolly Konzelmann | President, CSPN |
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| 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 |
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| 9:35 – 10:20 | Session 5 Dessalen Wood | Chief People Officer, Thoughtexchange Motivation Misconceptions |
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| 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 |
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| 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 PM | Workshop |
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| 08:30 AM - 09:00 AM | Registration & Breakfast |
| 09:00 AM - 09:10 AM | Welcome and Introductions |
| 09:10 AM - 11:40 AM | Presentation - 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 onwards | Lunch, Tour at World Vision Canada, Mississauga |
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| 12:45 PM - 01:15 PM | Lunch |
| 01:15 PM - 02:00 PM | Presentation |
| 02:00 PM - 02:30 PM | Break |
| 02:30 PM - 03:00 PM | Tour |
| 03:00 PM - 04:30 PM | Networking 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