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.
- Speaker Presentations // May 14
- Speaker Presentations // May 15
- Contact Centre Tour & Workshop // May 16
| SCHEDULED TIME | TRACK 1 | TRACK 2 |
|---|---|---|
| 07:30 AM - 08:00 AM | Registration & Breakfast | |
| 08:00 AM - 08:10 AM | Opening Remarks Dolly Konzelmann | President, CSPN |
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| 08:10 AM - 08:30 AM | Setting the Stage with Jessica Cryer | VP, Business & Customer Strategy, CSPN Modernizing the Customer Experience |
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| 08:30 AM - 09:00 AM | Keynote - 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 |
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| 09:00 AM - 09:30 AM | Session 1 Don Romano | President and CEO, Hyundai Auto Canada Corp. Genesis – Disruption in Automotive Retailing |
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| 09:30 AM - 10:00 AM | Session 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 AM | Session 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 AM | Networking Break | |
| 11:00 AM - 11:50 AM | Panel 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 |
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| 11:50 AM - 01:00 PM | Networking Lunch | |
| 01:00 PM - 01:30 PM | Session 4 Judy Croon | Comedian & Motivational Speaker Relieving Stress From Change with Humour |
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| 01:30 PM - 02:00 PM | Session 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 PM | Session 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 PM | Networking Break | |
| 03:00 PM - 03:30 PM | Session 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 PM | Fireside 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. |
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| 04:15 PM - 04:30 PM | Door Prizes | |
| 04:30 PM - 06:00 PM | Vendor Floor Opens and Cocktails Cocktails sponsored by Genesys |
|
| SCHEDULED TIME | TRACK 1 | TRACK 2 |
|---|---|---|
| 07:30 AM - 08:00 AM | Registration & Breakfast | |
| 08:00 AM - 08:10 AM | Opening Remarks Dolly Konzelmann | President, CSPN Emcee | David Wojcik | CEO, Mississauga Board of Trade (MBOT) |
|
| 08:10 AM - 08:40 AM | Keynote - Douglas Fry | Director of National Operations, McDonald’s Restaurants of Canada Meet the Needs of your Guests and Exceed their Expectations |
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| 08:40 AM - 09:10 AM | Session 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 AM | Session 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 AM | Networking Break | |
| 10:00 AM - 11:00 AM | Panel 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 |
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| 11:00 AM - 11:30 AM | Session 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 PM | Session 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 PM | Networking Lunch | |
| 01:00 PM - 02:00 PM | Rapid Round Tables | |
| 02:00 PM - 02:30 PM | Session 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 PM | Networking Break | |
| 03:00 PM - 03:30 PM | Session 13 Jim Napier | Director, Customer Experience Value Consulting, Oracle Roadmap to Modern 2.0 |
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| 03:30 PM - 04:15 PM | Session 14 Jaime Leal | Senior Facilitator & Keynote Speaker, CSPN Seven reasons why people want to work with you. |
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| 04:15 PM - 04:45 PM | Session 15 Michael Smith | Senior Manager | Omnichannel Strategy and Banking Transformation, Deloitte Canada Samir Madhani | Consulting, Deloitte Customer Engagement 2.0: Empowerment through Digital Agents |
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| 04:45 PM - 05:00 PM | Closing Remarks & Door Prizes | |
| 09:30 AM - 11:45 AM | Contact Centre Tour - 311 Toronto |
|---|---|
| 09:30 AM - 10:00 AM | Registration & Breakfast |
| 10:00 AM - 10:10 AM | Welcome and Introductions |
| 10:10 AM - 10:45 AM | Presentation by Gary Yorke | Director, 311 Toronto, City of Toronto 311’s Transformative Customer Experience Journey |
| 10:45 AM - 11:00 AM | Networking Break |
| 11:00 AM - 11:30 AM | 311 Toronto Tour |
| 11:30 AM - 11:45 AM | Head over to Oracle Workshop |
| 11:45 AM onwards | Lunch & Workshop |
|---|---|
| 11:45 AM - 12:30 PM | Lunch |
| 12:30 PM - 01:30 PM | Workshop 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 PM | Break |
| 01:45 PM - 03:00 PM | Workshop 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 PM | Networking Event |
An opportunity you don’t want to miss!
Hosted by:
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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