Meet, Network, and Learn from:

David Schell, VP Global Experience and Design, Pearson

David Garcia, VP of Guest Experiences, Atlanta Hawks

Accelerate your success by:

Tom LeBaron, Customer Engagement Director Leading Audience Strategy, The Walt Disney Company

Catherine Kromkowski, Senior Manager – Conversational AI, WalMart

Jason Cassidy, Marketing Director, KFC Canada

Mark Lannutti, Vice President, Client Experience Strategy & Design, Sun Life

Discover unconventional CX strategies from leading brands across North America.

• �Redefine�Customer� Engagement

• Gain�CX�Measurement

• Go�beyond�multichannel

• Enhance�social�media�

• �Propelling�your�Mobile�Strategy

• Gaining�360�Vision

• �Focusing�on�the�VoC:� Journey�Mapping

Strategies from:

9

20

Platinum sponsor:

Oct 14 - 15, 2020 | Toronto, ON

Gold Sponsors: Media Partners:Bronze Sponsor:

CustomerExperienceCanada.com

Welcome to the 9th Customer Experience Strategies

Summit.Nowfirmlyestablishedasthebiggest,thebest

andthemostinnovativeCXflagshipeventinCanada!

This event gathers the most talented CX thought-leaders from across

a diverse selection of industries who are keen to share what they have

learned from their professional experiences.

Discover revolutionary tactics you need to plan, implement, and

pursue with your CX strategy through shared lessons, intimate

discussions, and practical case studies. Focus on the most pressing

challenges and solutions in CX today.

Featuring 15 case studies, 4 keynote speeches, 6 track sessions,

3 interactive panels, and 3 dedicated ‘build your own’ agenda

opportunities. This is a noteworthy CX extravaganza, you just can’t

miss!

Join CX disruptors who are proud of their achievements and equally

passionate about sharing tips and tactics within two interactive days!

Your Customer Experience Team

Strategy Institute

Critical leadership and cultural change skills: Embrace the bigger picture

Tracks on Surveys, VoC, Real-time 24/7 tools, Measurement, Driving Change and Omni-channels

More Panel Discussion: Your request for senior level interactive audience Q&A taken on board

Your chance to design the agenda: ‘Unconference’ birds of a feather session where you take charge – and we listen!

3 key practical take-aways at the end of each presentation our speakers sum up their top tips

New This Year

New This Year

Acquire Critical Insight From CX Leaders:

Speakers

Case Studies

25+

15

12Hours of

Networking & Discussion

15Case Studies to Drive

Business Growth

Keynote-Exclusive

Panels

4

Register today by calling 1-866-298-9343 x 200

Past Attendees

1. Customer engagement: Achieve better long-term CX

2. Cognitive customer strategies: CX behaviour

3. CX talent: Build and train

4. Culture: Gain organizational buy-in for CX

5. Data: Insights across all channels

6. Chatbots and AI: Where to next?

7. Omni-channel: Engagement tactics

8. Future technology: CX investment

9. VOC strategies: Cost efficiencies

10. Delight Customers: Redefining CX

Get all the updates you need on Customer Experience Strategies. Save your spot now for Canada’s largest conversation on CX measurement, engagement and multichannel improvements.

1-866-298-9343 ext 200

customercare@strategyinstitute.com

CustomerExperienceCanada.com

AbbVie // Audi of America // BC Hydro // Bell Canada // Best Buy Canada // BlackBerry // Diamond Resorts International // FedEx // General Motors // Gilead Sciences // Hadrian Manufacturing // L’Oreal // Loyalty One // Mackenzie Investments // Mama Earth Organics // Royal Ontario Museum // Schneider Electric // Seneca College // Standard Life // Subway // The Hospital for Sick Children // Toronto Transit Commission // VIA Rail

Join the LinkedIn Group: Customer Experience & Customer Success Community

Follow and tweet @CXToronto to connect with other leaders attending #CXToronto

Financial Services, Hospitality, Retail, Telecom, CPG, Entertainment, Transportation, Technology, Foodservice, and Pharmaceutical

Chief Customer Officer | CXO | COO | CMO | SVP/VP/Director, Customer Experience / Customer Care/Customer Insight/Customer Service Operations | Head of Loyalty & Marketing

• Master digital channels and their potential

• Extend your capabilities to reach customers in compelling ways

• Reduce costs and optimize new automation methods

Private Sector

Municipal, Provincial, and Federal Government, Universities, Utilities, Not-for-profits

President | EVP | Executive Director | Director/Head of Customer Care/Citizen Service/ Marketing/Operations/Public Relations

• Implement best practices for citizen-centric services

• Build an efficient multi-channel CX

• Improve service delivery and cost efficiency

Public Sector

Join the Conversation Before the Summit!

Who You Will Meet

Register TodaySource CX Actionable Ideas to Transform Your Business:

Register Online at CustomerExperienceCanada.comJoin the Conversation: Customer Experience Community- Everything CX

8:30 AM KeynoteAddress&FiresideChat:EmbeddingCX Into Your Organisations’ DNA

Build New Foundations to Deliver Outstanding CX that Exceeds Expectations Great CX requires a companywide customer-centric mindset and its continuous improvement requires cross-functional commitment—and that can’t happen with just a handful of fragmented concepts. This blue-sky session will give delegates a 360 view of what excellent CX looks like. Create with a connected plan:

• Aligning your 360 view from the top down and empower upstream functions

• Innovative design thinking, creativity and new product development • Cultivating future organisations: new learning, next leadership, and

increased resilience

Create a more connected internal company culture that obsesses over your customers.

Jason Cassidy, Marketing Director, KFC Canada

8:20 AM Opening Comments From the Chair

7:30 AM Registration and Breakfast

DAY ONE

10:45 AM Morning Break

10:15 AM Guest Fireside Chat:’Moments of Innovation and Truth’- from The World’s Most Famous Arena

360 Degree Customer Experience: Across New Technology Blending Onsite InspirationMoments of truth are the make-or-break moments your customers have with your brand. Discover the key to customer engagement from online to driveway to headline act. Find your moments of truth:

• How to keep brand performance consistent across all lines of business and locations

• Pinpoint present and future value-generation across all channels: from online to during the moment

• What do your customers really want? Blending tech with reality• Embracing the right technology to deliver more personalised

experiences that matter• Why your feedback from customers says one thing and their

behaviour does another• Managing crisis points – from recovery to resounding success and

increased loyaltyJohn Abbamondi, Executive Vice President - Ticketing, Suites & Hospitality, The Madison Square Garden Company

WED OCT 14, 2020

9:00 AM Industry Expert: Customer ‘Moment of Truth’

360 Degree Customer Experience: A Practical Approach to Holistic CXMoments of truth are the make-or-break moments your customers have with your brand. Discover the key to customer engagement and customer satisfaction around product complexity, training, data integration, costs. Find your moments of truth

• Keep performance consistent across all lines of business and locations• Pinpoint present and future value-generation across all channels• Embracing the right technology to deliver personalised data insightsWhy your feedback from customers says one thing and their behaviour does another!

9:45 AM Power Panel: Chief Customer Experience ROI Tips

Overcoming Business Challenges and Pain Points Around CXWe asked the CX industry what their top three obstacles were in linking business plans to CX and found that too often businesses fail by havingtooflimsyCXprocesses.LinkyourROItothehardworkyouput into customer experience projects. Untangle the key measures which correlate to CX projects:

• Find the right business metrics that correlate to CX projects• Understandthevalueofdifferentcustomersegments• CustomerexperienceROI:stepbystepframeworkformeasuringCX

success Create powerful and consistent business links to each CX touchpoint.

Perry Monaco, Head of Customer Success, LinkedIn

Jason Cassidy, Marketing Director, KFC Canada

Great insights. Good variety of topics and different points of view on the customer experience.”

- Katelyn Lajoie, Customer Experience Specialist, OLG

“

Register today by calling 1-866-298-9343 x 200

ChooseYourTrack!

11:15 AM Industry Expert

Create multichannel experiences for on-the-go customersIn a world where consumers demand an on-the-go, shopping journey, hear how to build real-time customer relationships through new digital experiences. Build a blueprint to:

• Multichannel in the age of digital CX• Three key ways of creating better channel experiences: relevant,

conveniency and socially connected• Bring together mobile, instore and online technology, data and in-

novationThink differently about multichannel customer experience.

11:15 AM IndustryExpert:VoCFeedback

Giving Customers More Back Than Just a ‘Thankyou’!Building a closed-loop feedback system is integral to preventing an unsatisfiedcustomerfrombecomingadetractor-andthatyoucare.Go the extra mile with a better VoC campaign. A step-by-step plan to:

• Makeiteasierforthesatisfiedcustomertobuymore• Attachpersonalizedoffersbaseduponthecustomerfeedbacksurvey

response• Engage with customers just after they feel they are being most valuedDesigning a feedback system that is quick, responsive and offers more intensive triage.

TRACK A: MULTICHANNEL EXPERIENCES TRACK B: VOICE OF THE CUSTOMER

This track will help you improve your mobile experiences This track will tackle your VoC challenges

11:45 AM Case Study

The First 90 Days - Deepening Multichannel Engagement Through One-to-One Personalized ExperiencesDigital marketers are driving a passion for the customer and building capabilities to help them. The session looks at on onboarding them in a big organization and ensuring they get the right experiences across the right channel. Empower your own passion by discovering:

• Thefirst90:Despitedifferencesinchannelonboardingtactics,thereare very clear similarities for new customer engagement after account opening

• Drivingseamless,unifiedexperiencesacrossabigorganisation• Hyper-Personalization: Create customer-driven engagement• Giving customers more timely product solutionsBreak through customer loyalty for life!

Ranya Tzortzatos, Senior Manager, Customer Strategy, Canadian Personal Banking, Transformation, TD Bank

11:45 AM Case Study: Tangerine

User-Friendly Measures to Enhance Your Voice of the Customer Program VoCprogramscanhelpbuildaprofitable,long-term,viablebusiness.Positivelydifferentiateyourselffromyourcompetitionandprovideoutstanding customer service. Develop a blueprint to:

• MeasurethemonetaryvalueoftheindirectbenefitsfromVoCexpenditure

• Discover how direct customer feedback can highlight a potential for upsell/cross-sell activity

• How to choose the right VoC program for your organization How to make sure your VOC program produces positive ROI.

12:15 PM Industry Expert: Multichannel Analytics and Metrics

Track the Right KPIs to Improve EngagementKPIs are becoming harder to align to mobile analytics. This session delvesdeeperintocustomersinteractions,identifydrop-offpointsandidentify opportunities for improvement. Analyse multichannel data and develop a roadmap to:

• Overytoconversionanddownload• Use deep analytics to re-engage with users at better moments in

their journeyUtilize your customer insight and analytics to reposition content, product features and service for improved retention.

12:15 PM Industry Expert

Mapping VoC to Guide Your Front of House Customer Teams A well-designed and executed VoC program is at the heart of any CX endeavour. Design a more robust VoC program for your organization. Map out a future plan to:

• Pinpoint the service needs of your most valued customers • Diagnose the drivers of satisfaction, advocacy & trust• Close the gap between customer expectations and internal actionsTarget and retain your most valued customers.

12:45 PM Networking Lunch

Register Online at CustomerExperienceCanada.com

ChooseYourTrack!TRACK A: EMPLOYEE EXPERIENCE TRACK B: CX SEGMENTATION

This track helps you improve your employee experience to drive better CX.

This track delves into how segmentation can power your CXmoreeffectively.

2:00 PM Case Study: Air Canada

Proactively Engaging with Employees During CX Process ImplementationEffectiveinternalstakeholderengagementstrategiesareanimportant-and easily overlooked – take a deep-dive into the key elements of a successful Employee CX program. Master the success factors to:

• Manage process improvements and business transformation through significantchangeacrosslocations,timezonesandlanguages

• Overcomeresistanceresponsestochangeimplementationbyensuring improvements are relevant to all

• Identifyandencourageinfluencersofchangetosupportmomentum and sustain improvements

Improve your readiness, decrease resistance and continually drive momentum.

Mark Oliver, Director, Talent, Employee Engagement & Diversity, Air Canada

2:00 PM Case Study: GE Healthcare

Why AI and Micro-Segmentation is Critical to Create Better Digital Customer ExperiencesSegmentation is a key step toward meeting consumers’ demands for more relevant experiences. Deliver more relevant content to all of your customers with AI. Source practical tips to:

• Customer segmentation vs. personalization• The four categories of segmentation: demographic, geographic,

psychographic and behavioural• Micro-segmentation: the best way to identify who your buyers are,

how they behave, and what matters to themDiscover how segmentation will transform your AI and micro-segmentation.

Nabeel Khan, Commercial Excellence Leader, GE Healthcare

2:30 PM Panel: Bridging Silos

Employee Barriers and Disruptors to CX Success: MistakesMadeandLessonsLearned!Whether you are working on a small budget, large budget or no budget, employee engagement can make or break CX initiatives. Be inspiredtoovercomeyourbarrierstoseamlessCX.Takeawayspecificsolutions to:

• Empower team members and creating ambassadors• Technology and departmental silos: Join the dots without driving a

wedge• Makeengagementmorefun!HowtogetanamplifiedCXstrategy

through better company cultureFind out from leaders across diverse industries how they managed to bring about exciting and scalable insights.

Mark Oliver, Director, Talent, Employee Engagement & Diversity, Air Canada

2:30 PM Panel: Humanizing Segmentation for Genuine CX Results

GoingBeyondDataforIncreasedProfitabilityCustomer expectations have never been higher. Hear how to humanize and authenticate your CX with data. Develop a blueprint to:

• Big data and analytics: Identify new and valuable sub-segments to predict user behaviour

• Marry segmentation data with humans to create a personalized message

• Increase engagement, loyalty, and brand advocacy to a successful bottom line

A brace new world of humans and data to increase your profitability.

3:00 PM IndustryExpert:EmployeesasContentPublishers

MakingASeamlessTransitiontoEmpowerStaffThrough an Employee Advocacy ProgramThere are hundreds of colleagues who spontaneously like, create and positively share content related to life at work. Discover and engage withyours!Takebacktoyourofficestrategiesto:

• Get internal buy-in and co-designing your Employee Advocacy program with relevant internal stakeholders

• Make content and programs more creative—and irresistible to your employee reader

• Build enhanced social content across portals, intranets and company knowledge

Spot “natural born employee advocates” and involve them in a dedicated CX advocacy model.

3:00 PM Industry Expert

PredictiveAnalytics,SegmentationandComplaintsPreventionComplaints are usually reactive feedback from only a small population ofacustomerbase.Transformdisaffectedcustomersintoloyalfans.Develop a blueprint to:

• Better use predictive analytics to identify potential customer dissatisfaction

• Setupamoreeffectiveandpro-activewayofmitigatingcomplaintsand reducing unnecessary cost

• Pinpoint the use of predictive data to drive down customer dissatisfactionandinfluencecustomer-ledKPIs

Use better segmentation and predictive analytics to understand break-points in the customer journey.

Register today by calling 1-866-298-9343 x 200

4:20 PM Case Study: GE Healthcare

From Innovation to CX Transformation - Design Thinking Meets CX ManagementBrands realize their job today is as much about customer experience management (CXM) as it is about selling products or services. Harness the best methodology for creating your products, services, and experiences which truly address a targeted customer need or problem. Join this session and own digital change:

• Pinpointing why change is a design problem:• Applying CX to commercial success and learnings at a much wider level• How to build an experience rooted in insights around consumers’

behaviors, emotions and pain pointsLeading digital change: understanding the CX design thinking challenge.

Nick Allen, Global Director of Design & User Experience, GE Healthcare

3:50 PM Instore Focus: How CX Clicks

B2CAudienceFirst:Creativity,EngagementandMore Powerful Storytelling from Digital to In-StoreIn this special focus session, you will discover how to embrace CX innovation by bridging the physical with the virtual … staying true to brand and what you’re are good at. Find out the secret to success through shopper insights and communications:

• Colllaborating with CX and key marketing teams across disciplines – brand,advertising,PR,creative,CX,strategy,retail

• Creativity through relevancy across social media and digital marketing: key tips for successful impactful, global, cross-platform campaigns

• ManagingrelationshipswithstaffforimprovedCX• Building better social media conversations: relating to instore

customer experienceCreate best-in-class retail touchpoints for your CX.

plenary sessions continue

5:00 PM Power Panel: Winning in the Experience Economy

Discover What Makes Today’s Most Successful CX & Digital Leaders: What Skills Do You Need When Being ‘Good’ Is No Longer EnoughIn today’s customer experience economy, companies are no longer compared to their direct competitors. Industry disrupters, such as Amazon and Uber, set the bar high for everyone else. Find out how to become the best service your customers ever received – from any company or person. Master a brighter future in CX excellence:

• Innovative approaches to manage and grow customer loyalty• Finding service bottlenecks: what are the steps to rectify them• Using data from customer interaction for on-going benchmarkingKey ways for you to win In the digital customer experience economy.

Mark Lannutti, Vice President, Client Experience Strategy & Design, Sun Life

Nick Allen, Global Director of Design & User Experience, GE Healthcare

David Garcia, VP of Guest Experiences, Atlanta Hawks

5:30 PM Conference Adjourns to Day 2

5:40 PM Evening Reception

DAY TWO THURS OCT 15, 2020

8:15 AM Opening Comments From the Chair

7:30 AM Registration and Breakfast

8:30 AM Keynote: Omnichannel Integration

Delivering Key Moments and Experiences Across the Multichannel Customer and Colleague JourneyBuilding seamless experiences across mobile, tablet, online and point of purchase is a question of engagement. The challenge is to make each touchpoint strengthen engagement with your brand and product. Build best-in-class customer experience in a multichannel world. Adopt best practices to:

• Convert customers through direct sales: smarter tactics across a digital landscape

• Learn from other industries in a competitive 24/7 environment• Unlock the full potential of multiple channels to engage, acquire, and

retain customersFind a robust integration strategy that supports all peaks and troughs from Thanksgiving to Black Friday!

Mark Relph, Head of Global Development and IoT Business, Amazon Web Services, Amazon

9:00 AM Industry Expert: Digital First: Encouraging Channel Shift

Drive CX Behaviour Change and Customers ToMaketheShifttoDigitalWithoutSacrificingChannel ChoiceMany of today’s organizations are facing unprecedented challenges as a result of the converging pressures of the digital customer and limited budgets.Discoverthesecretstodeliveradigital-firststrategy.Sourcepractical tips to:

• Find out what you need to win customers over to digital: How to signpost without becoming forceful or irritating?

• Track, recognise and react to the current shift to digital and changing customer expectations

• Governance – Including the relevant stakeholders allows risks and issues to be correctly managed throughout the program

Creating an impressive first digital experience to make sure customers return and keep coming back.

3:30 PM Afternoon Networking Break

Register Online at CustomerExperienceCanada.comFollow us on Twitter @CXToronto #CXToronto

10:00 AM PowerPanel:InsightEatsDataforBreakfast!

CreateJoyandAmazingCustomerExperiencesThroughIntuition,Instinct,Insight…andDataWhat insights do CX leaders need now to meet the demand on the always-on environment: seamless authentication, social connectivity and the personalization of everything? Connect all the dots and blend data with everything else in your organization. Develop a blueprint to:

• Disruptivethreatsandemergingtrends:MovingawayfromtraditionaltheCMOroleandstructure• Successfully combining customer insight with instinct (and a little bit of data) for joyful customer experiences and a load of fans• How to understand and learn from data but not at the expense of empathising with your customersRe-target your data and insights to keep pace with the next generation of customers.

Tom LeBaron, Customer Engagement Director leading Audience Strategy, The Walt Disney Company

ChooseYourTrack!

TRACK A: SOCIAL MEDIA TRACK B: CX AUTOMATION

Attend this track to improve your social media for CX. This track helps you understand the latest innovations in automation for CX.

11:00 AM Panel

What are the Reasons that Social Media Programs FailandHowtoAvoidMakingThem!Social media presents a huge business CX opportunity so why are so many programs failing? Pitfalls to avoid to better link CX to social programs:

• How do you get the right combination of strategy and execution• Knowing what customers want and adjusting CX accordingly• ClosingthefeedbackloopandlinkingCXtofinancialresultsBecome a social media success story: Gain tangible benefits from your CX investments.

11:00 AM Panel: CX Automation Roadmap

Mastering Each Step of Building a Successful Automation StrategyCXautomationwasatopinvestmentpriorityfor2019,withhypeeffervescingaroundchatbots,marketingautomationandsmarterIVRsdesigned to obliterate call center wait times and streamline CX. Sort out thebotsfromtheAIforyourorganization.Takeawayspecificsolutionsto:

• Findoutwhat’sthelatesttechnologytoofferseamlessandengagingCX• Voice and Avatars: getting scale• New software legacy integration and fragmentation issuesGetting more value of automation for ultimate CX.

11:45 AM Industry Expert

Using Social Media to Build Brand Recognition in a Cost-effectiveWayBuilding brand recognition with social media. Explore how your institution can leverage social to build your brand without major investments. Sources insights on:

• Selecting more relevant social channels • Engaging customers in lively conversations • Building a social brand in the digital spaceBuild your brand via social media with or without a big budget.

11:45 AM Industry Expert

StepbystepActionstoSupportYourNewCXAutomation ProjectThere is a great opportunity for tools such as chat bots to answer basic customer service questions, but there are also many dangers in over-deploying these technologies. Great care and planning is required to get the balance right. We walk you through:

• What CX issues do bots struggle with?• Balancinghumanvsdigitalcontactchannelsandstaff• Getting the business case for AI and automation investmentsPersonalizing AI customer interactions for CX optimization.

10:15 AM Morning Break

9:30 AM Data Keynote: The Walt Disney Company

Using Big Data to Drive and Unlock Lucrative CX Patterns and Engagement OpportunitiesBig data has been big news with companies busy using data technologies to solve business problems to gain a 360-degree view of the customer. Turn a swell of data into precise insights to drive your engagement and revenue. Create a roadmap to:

• Craft actionable insights from your sea of data• Increase your adaptability and responsiveness towards a 360 view• OpenuptonewinsightstodriveretentionandloyaltyCreate synergy between your firm’s data intelligence and CX efficiency.

Tom LeBaron, Customer Engagement Director leading Audience Strategy, The Walt Disney Company

Register today by calling 1-866-298-9343 x 200

1:30 PM Case Study: Pernod Ricard

Power of Programmatic Advertising: Media and Cross-device Technologies to Scale Up AcquisitionWhile programmatic advertising has been around for decades and is an important aspect of a PPC campaign, the growth of social media advertising over the last few years has enhanced interest in it. How does programmatic advertising work on social media? Develop tools to:

• Myths vs realities of programmatic growth across apps, mobile and video• Howfinancialbrandsandagenciescanbenefitfromdeliveringa

personalised creative programmatic experience• Which technologies lend themselves to programmatic and digital

marketing assetsPushing the boundaries of creative brand building and social media interaction.

Alby Skrelji, Digital Media Consultant & Strategist - Programmatic Lead, Pernod Ricard

2:00 PM Industry Expert: The Future of Search & SEO

Go Beyond SEO and Paid Search: Implement Sound,User-CentredSearchStrategiesThatDriveTrafficandBuildLong-TermAuthorityLook beyond traditional search marketing and explore the world of the future, where personalization, voice and smart tech will play a much larger role. Source practical tips to:

• Developrobustkeywordstrategiesthatgivethemostpotentialfortrafficgeneration

• Automate and personalise content and search through new technology• Implementfixesandoptimisationstoensurethatyoursiteistechnically

sound for search and CX Leverage automation technology to increase your search marketing effectiveness.

2:30 PM Case Study: Fast Track Your Personalization CapabilityViaDigitalAssistantsfortheModern Workplace

EmployeeEngagementTips,TricksandBreakthroughsWithfivegenerationsintheworkforce,itismorecriticalthaneverbefore to understand the needs of our associates and build seamless experiences at work. This talk will walk through how organizations research employee interaction, collect feedback and analyze data to understand employee behaviors and preferences and deliver tailored content. Make a roadmap to:

• Digital assistants are becoming a staple for consumer brands – so how do you successfully bring this what technology in house for employees?

• What type of experiences would employees want from their virtual agent?• How do you develop an overarching content strategy that syncs with your

organizations marketing and CX goalsPlan out a strategy for using automation to create employee champion customers.

Catherine Kromkowski, Senior Manager – Conversational AI, WalMart

3:00 PM Afternoon Break

3:25 PM Industry Expert Fireside Chat: Bulletproof Your Net Promoter Score Model

Marrying NPS to Business Value in the New ServiceProfitChainForget ‘warm and fuzzy’, making the business case for CX and NPStoolsandtechniquescanmakeadramaticdifferencetoyourbottomline. Dive into the positive aspects of NPS linked to higher growth and be one of the most successful adopters of NPS who outperform competitors by its many measures. Learn how to:

• Track cost-to-serve by NPS segmentation• Use revenue estimates based on changes to NPS distribution• Link customer lifetime value assets to better CX strategiesDiscover NPS techniques that connect all the dots towards ROI.

3:55 PM Case Study: Banque Nationale du Canada

How To Build The Most Customer-Focused Company in the WorldA customer-focused culture puts CX at the centre of everything. Walk away with an action plan to tailor-make your best in class customer experience. Gain a clear strategy to:

• Starting afresh: what are the key elements and framework you need to put into place

• Whyyoucan’tputcustomersfirstifyoudon’tknowwhotheyareorwhatthey want

• Getting the top level buy in and board level CX trainingPutting customers first in everything they do to build loyalty and increase growth.

Mélanie Bois, Director Voice of the Customer, Customer Experience, Banque Nationale du Canada

4:25 PM Stop-Start-Continue and Chair’s closing remarks

4:45 PM Conference Adjourns

12:15 PM Networking Lunch

Register Online at CustomerExperienceCanada.com

Your Conference Venue!

Westin�Harbour�Castle�in�the�downtown�Toronto�scenic�waterfront

Discover the excitement of Downtown Toronto’s Waterfront District, The Westin Harbour Castle, Toronto offers spacious accommodations, nourishing on-site dining options, over 70,000 square feet of flexible meeting space and exceptional customer service just a few reasons our hotel is one of the longest-standing CAA/AAA Four Diamond Award recipients in the city.

Benefits�of�staying�at�the�hotel�include…•� �Networking: Onsite social activities for conference attendees

and speakers

•� �Dining�Experience:�The Mizzen Restaurant offering wholesome breakfast items; The Chartroom Bar and Lounge is a harbourfront bar serving cocktails and drinks; Toula Restaurant and Bar offers sweeping Toronto skyline views with authentic Italian cuisine

•� �Accommodations: Spacious hotel rooms and suites full of natural light also features premium signature details like a Westin Heavenly® Bed and Heavenly® Bath, a cordless phone with data port, large work stations with ergonomic chair and an in-room safe.

•� �Convenience: The Westin Harbour Castle, Toronto places you in the centre of it all, close to the buzz of downtown, overlooking the serene Lake Ontario. Take in sweeping 360-degree vistas from the top of the iconic CN Tower, catch all the action of a Toronto Blue Jays game at the Rogers Centre or enjoy a day trip to the epic natural beauty of the Niagara Falls

TO�RESERVE:

The Westin Harbour Castle, Toronto 1 Harbour Square | Toronto, Ontario M5J 1A6 Canada Tel: +1 416-869-1600

Save travel time and money. Take advantage of our discounted room rate of $199.00/night, based on a first come basis, whilst rooms are available. Mention “CX Strategies Summit by SI” when you make your reservation by January 11, 2020.

IMPORTANT: Strategy Institute is not affiliated with nor do we contract any third-party room booking service. Please contact the hotel directly to make your reservations.

Like the “wow” moment we’ve come to expect from movies, each presentation has provided a golden nugget that can be integrated in any business model to drive improvements in the customer experience.”

- Michael Canizares, Manager of Inforce Services, Foresters Financial

“

Amazing experience; Wonderful to see various industries focused on the client experience and a great opportunity to learn from industry experts. Speakers and presenters were very engaging and passionate about their business and areas of expertise.”

- Jennifer Vassell, Sr. Manager, Client Experience Delivery, RBC Insurance

“Speaker Testimonials

Register today by calling 1-866-298-9343 x 200

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EVENT SPONSORSHIP & EXHIBIT OPPORTUNITIES AT CANADA’S LARGEST CX SUMMIT!This is the top event in North America at drawing high-level delegates from across the customer experience function to brainstorm solutions to their organization’s initiatives. Take advantage of keynote sessions, case studies and panels to initiate thoughtful conversations with leaders.

TOP 5 REASONS TO SPONSOR

1. Promote your products and service offering to make your brand top of mind

2. Get quality face-time with 10+ hours of dedicated networking

3. Source intelligence to help your clients

4. Become a provider of choice in the CX sector

5. Demonstrate your thought leadership to key decision-makers*Limited exhibit space and sponsorship packages are available.

Connect With World Leading Customer Experience Professionals

Be the Answers to Their Biggest Challenges

Chief/VP/Director of Customer

Experience

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Chief/VP/Director of Customer Service,

Customer Care

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Titles

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8%

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23%

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15%

12%

9%

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TransportationUtilities

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Who You Will Meet...

Don’t Miss This Opportunity to Be at the Centre of the Action!

To learn more, contact Sreedha Varanasi at 416-944-9200 ext. 241 or email sreedha@strategyinstitute.com.*Limited exhibit space and sponsorship packages are available.

Registration�Fee:�Subject to 13% HST. The Regular investment includes luncheon, refreshments, networking breaks, continental breakfast, and original course materials. Payment is required in advance and can be made by company cheque, VISA, Master-Card, or American Express. Please make cheques payable to Strategy Institute Inc.

Group�Discount:�A Group Discount is offered for this conference (not in combination with any other offer). To be eligible for the Group Discount, delegates MUST register at the same time. The total discount per delegate (including applicable group discounts, etc.) MUST not exceed 25% of the regular conference costs.

Cancellations:�Cancellations must be received in writing by April 6th, 2020. Cancellations received by this date will be eligible for a prompt refund less a $495.00 (plus HST) administration fee. If you register for the program and do not at-tend, you are liable for the full registration fee unless you cancel according to the terms stated above. If you are unable to attend, delegate substitution is permitted up to, and including, the day of the conference.

Admission�Policy: Strategy Institute reserves the right to restrict entry to the conference to any individual. Any such person requested to leave the conference site shall do so immediately upon request, whether previously issued a badge permitting entry. There is no refund payable with respect to anyone refused entry. Any information obtained at the conference cannot be relied upon for any particular set of circumstances, cannot be taken as professional advice or opinion. Attendees must consult with the appropriate professional before acting in response to informa-tion obtained at the conference.

Evening�Social�Activities: Please drink responsibly. Strategy Institute shall not be liable for any consequential damages and/or personal injuries caused by excessive or irresponsible alcohol consumption.

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