|MAY 13TH, 2020|
|TIME||TRACK 1 | ROOM A||TRACK 2 | ROOM B|
|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.
Speaker: Daniel Seguin, Director of Communications, Hydro Ottawa
|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
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.
Speaker: Lyndon File, Director, Customer Experience, G Adventures
|1:45 – 2:00||Session 6A
|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.
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)
|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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