Conference AgendaJoin 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. GetRegistered!DownloadConference Brochure CHANCE TO WIN!Panel Question ContestSpeaker Presentations // May 14Speaker Presentations // May 15Contact Centre Tour & Workshop // May 16 SCHEDULED TIMETRACK 1TRACK 2 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 OutcomesSession 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 ImperativeSession 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 EmailSession 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 ExpectationsSession 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 ConsumersSession 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 SCHEDULED TIMETRACK 1TRACK 2 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 LeadershipSession 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 satisfactionSession 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 EnoughSession 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: 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.Join The CSPN Community!Get free access to the latest news, whitepapers, podcasts, and upcoming events directly in your inbox. First Name*Email* Subscribe to our Mailing List*I consent to receiving future updates regarding networking, events, savings, and information from CSPN.YesNo This iframe contains the logic required to handle Ajax powered Gravity Forms.