2020 Conference Agenda

With a jam packed 3-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.

Topic Category Themes

MAY 13TH, 2020
7:45 – 8:30 Registration & Breakfast
8:30 – 8:45 Opening Remarks
8:45 – 9:15 Keynote

The Power Of Trust: LifeLabs Journey to transform the Patient Experience

Great CX requires a organization-wide mindset, and a cross-functional commitment for continuous improvement. LIfeLabs embarked on a journey to elevate their patiente experience through product and service re-deisgn and employee empowerment and enablement. Charles shares his personal experience leading a cultural and organizational transformation to CX excellence.

Speaker: Charles Brown, President & Chief Executive Officer, LifeLabs

9:15 – 9:45 Session 1

Building Great Teams

How might we empower an organization to meet the diverse needs of almost 14 million people? Connect with Ontario’s first Chief Digital and Data Officer, Hillary Hartley, on unleashing internet-era culture inside government.

Presentation Outcome: Providing future leaders with the practical and tactical tools to show not tell employees you are listening, and you care about their wellbeing.

Speaker: Hillary Hartley, Chief Digital Officer & Deputy Minister For Digital Government, Ontario Public Service

9:50 – 10:50 Session 2

BigStorming® – Tapping Into Your Subconscious Wisdom and Creativity

Big and innovative ideas can come from anyone. Tapping into your own, your teams’, and your colleagues’ infinite knowledge and experience can make a substantial impact on your CX and EX. How do you tap into this infinite resource and leverage big ideas into actionable takeaways? This interactive, collaborative session is designed to generate divergent and convergent thinking to unlock your subconscious wisdom and creativity accumulated from a lifetime of learning.

Presentation Outcome: Spark creative thinking through a unique brainstorming methodology

Speaker: Marilyn Barefoot, Barefoot Brainstorming

10:50 – 11:05 Break
11:10 – 11:40 Session 3A

Leveraging technology to secure customer engagement

According to a recent study done by Nielsen, it was determined that, since 2000, the attention span of humans has dropped from 12 seconds to eight seconds, putting us below the attention span of goldfish!

This downward trend presents a new challenge for organizations as they aim to stay relevant and make a lasting impression on their customers – not only do we need to compete for attention in a crowded digital landscape, we need to maintain it. In the energy sector, ideas for interesting content isn’t usually the problem as there are plenty of fascinating trends emerging all the time. So, what’s the answer? How can we evolve to produce content that both captures and captivates their audiences? From Twitter bots, APPs, voice technology, drones to marketing automation, we’ll explore how we maximize each platform.

In this session you will discover how Hydro Ottawa shapes content mediums to build brand personality, foster two-way engagement, and tell a story to ultimately enhance and secure engagement with the various audiences on the different platforms. These days, consumers want to know brands are real, human and relatable.


  • How to tailor content to different audiences and build brand personality
  • How to measure your content’s effectiveness and brand sentiment
  • Tips for embracing video, voice and podcasting trends to better reach audiences
  • Ways to embrace disruptions

Speaker: Daniel Seguin, Director of Communications, Hydro Ottawa

Session 3B
11:50 – 12:20 Session 4A

Employee Empathy Activation: Make Customers Switch to You in Droves by Delivering the Experience People Want at a Low-Cost and a High Speed to Market with Empathetic CX Employee Training

Speaker: Cosmo Mariano, Director, Customer Experience Consulting, CSPN

Session 4B

Customer Service in the Age of Perpetual Newness

Everything is changing faster today than it ever has, and it will never be this slow again.  This era of Perpetual Newness requires a new framework to empower customer service organizations to adapt to the increasing pace of change.

Speaker: Nitin Badjatia, Senior Director, Product Strategy, ServiceNow

12:20 – 1:00 Networking Lunch
1:05 – 1:35 Session 5A Session 5B

Reimagining our Customer Experience

Walking through real examples of how we took a fresh look at our customers and their experience with us. Removing the blinkers from our vision, and actually looking at and listening to our customers, and not ourselves. Taking that information, and serving up the right information at the right time.

  • Find your inarguable truth
  • Embrace storytelling
  • Share successes (and failures)
  • Empower those closest to the customer
  • Demonstrate value

Speaker: Lyndon File, Director, Customer Experience, G Adventures

1:45 – 2:00 Session 6A

Wellness Workshop
How to incorporate wellness strategies at work and why it’s important

Session 6B
2:00 – 2:30 Session 6C

The importance of making Customer Success the centerpiece of your company

We are living in the Age of the Customer. The subscription-based revenue model of SaaS, gives customers more power and forces vendors take more risks. This new high-risk environment drives the need for Customer Success. By definition, Customer Success focuses on two key areas: the experience the customer gets and the outcomes they derive from our products. Katerina shares her story of building a company-wide customer-obsessed mindset at MarineTraffic, “the Google of the Sea”, while highlighting the importance of retaining customers as a key to growth in the SaaS world.

  • Building a customer-centric company-wide mindset
  • Transforming the Customer Success Team
  • Importance of customer retention in the SaaS world
  • How does the customer experience look in the digital world

Speaker: Katerina Sofrona, Head of Customer Success, MarineTraffic

2:30 – 2:50 Break
2:50 – 3:35 Customer Experience Panel Session

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 changing consumer metrics and customer data to ensure your CX strategy is as powerful as possible in a competitive and digital landscape.

Moderator: Sara Schmidt, Senior Manager, Corporate Initiatives & Strategic Priorities, Agriculture Financial Services Corporation (AFSC)

Alma Arzate, Global Supply Chain Leader, Apotex Inc.
Sheri Spinks, Director, Global Supply Chain, NPS, Husky Injection Molding Systems
Nancy Omran, VP, Customer Experience, Empire Communities
Tara-Lee Ainsworth, National Customer Service Manager, Messer Americas

3:45 – 4:30 Rapid Round Tables
4:30 – 4:45 Day 1 Closing Remarks
4:45 – 5:45 Complimentary Networking & Cocktail


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