Live Chat Software
23 - 25 September, 2019
Chelsea Toronto, ON

Agenda Day 2: Main Conference

7:30 am - 8:00 am Check In

8:00 am - 8:30 am Opening Remarks + Icebreaker Activity Let’s get started, and what better than with a team building activity

In an escape-the-room-esque fashion, we drive everyone to activate their minds to unlock our CX toolkits.

8:30 am - 9:00 am Selling Happiness: Give Customers What They Need, Not What They Want

Under promise, over deliver. This is a common theme companies use to win the hearts and minds of their customer. The problem is it doesn’t work.
Understand what your customers truly want, then give it to them, delivered with ease and convenience. That creates happy customers who come back again and again:
+ Appreciate the more giving equals better satisfaction
+ Optimize the Customer Experience curve of happiness
+ Deliver desired and needed experience
Marc Gordon, The CX Expert at

Marc Gordon

The CX Expert

9:00 am - 9:30 am The Premium Experience: Giving Customer’s the White Label Experience they Deserve

CX is a journey about elevating the brand, and this is even more true as it relates to premium brands. Identifying the consistent journey, driving the VoC understanding, and designing top notch employee training become essential to delivering extraordinary experience. Michelle will touch on:
+Creating an in-depth understanding of client’s specific needs
+Journey mapping for secondary stakeholders to ensure holistic brand view
+Dedicate servicing and training to create brand ambassadors
Monica Harper, SVP Customer Experience at Aspire

Monica Harper

SVP Customer Experience

9:30 am - 10:00 am The Ghost in the Machine: Optimizing AI to Create Human Experience

Today’s modern experiences largely are dictated and optimized by the automated activities created around experience. By utilizing AI/Machine learning to understand customers, designing self-service experience, offers efficiency and customization to customers, we must also design experiences that meet their human-needs and expectations.
+Reimagine your digital workflow with automation
+Optimize service opportunities through machine learning
+Imagine moments of humanized self-service that delight customers
Nitin Badjatia, Head of Business Strategy at Service Now

Nitin Badjatia

Head of Business Strategy
Service Now

10:00 am - 10:55 am Networking Drive

10:55 am - 11:00 am Transition Time

Our peer-to-peer roundtable sessions are designed to provide an open forum to discuss your challenges and potential solutions. Roundtables are the perfect way to dig a little deeper into a topic and learn new strategies through sharing ideas in interactive groups. Choose one, hour long topic for each portion of the afternoon.

We surveyed our association of 150k CX leaders and uncovered top priorities which we curated into intimate discussion groups. Select three of the five sessions to customize your onsite agenda.

Interactive Discussion Groups


11:00 am - 12:40 pm Self Service
+ Identify current behaviors of  self-serving preference
+ Partnerships and training required for successful implementation
Tim Friebel, Strategic Business Consulting – AI for CX at Genesys

Tim Friebel

Strategic Business Consulting – AI for CX

+ Drive empathy at the core of customer interactions
+ Foster meaningful innovation through ideation and testing
Swapnali Thakar, UX & Product Strategist at Veriday

Swapnali Thakar

UX & Product Strategist

Jade Salazaar, Director of Service Design at Rogers Communication

Jade Salazaar

Director of Service Design
Rogers Communication

+ The power of pairing customer data and machine learning technology
+ Where to start when integrating personalization into an existing end-to-end experience
Ranya Tzortzatos, Senior Manager, Customer Strategy, Canadian Personal Banking, Transformation at TD Bank

Ranya Tzortzatos

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


11:00 am - 12:40 pm Employee Engagement
+ How to manage training requirements across a myriad of customer functions
+ Developing white glove service as a priority across all services, industry, & training
Monica Harper, SVP Customer Experience at Aspire

Monica Harper

SVP Customer Experience


11:00 am - 12:40 pm Customer Journey Mapping
+ Gain a holistic vision of customer intent
+ Zoom in to granular journey layers to sketch actionable insights
Marc Gordon, The CX Expert at

Marc Gordon

The CX Expert

12:40 pm - 1:40 pm Networking Lunch

Hearing case studies only provides so much understanding. In this joint session, you will not only hear about a successful implementation but also have a chance to “practice” steps to enable the same success in your organization.

Learn + Practice

Learn + Practice

1:40 pm - 2:30 pm Employee Experience: Create Brand Ambassadors To Gather Best Talent
Evaluate touchpoints, and develop empathy to optimize employee engagement and singular brand voice.  
Crystal D’Cunha CLC, CPS, Chief Experience Officer at The Inside View

Crystal D’Cunha CLC, CPS

Chief Experience Officer
The Inside View

Learn + Practice

1:40 pm - 2:30 pm Digital Journey Mapping: Drive Digital Transformation by Optimizing the Customer Journey
Develop your journey map and identify quick wins for digital optimization.  
Stefany Singh, Director of Digital Innovation at Canadian Institute for Health Information

Stefany Singh

Director of Digital Innovation
Canadian Institute for Health Information

2:30 pm - 3:00 pm Networking Break

It’s an employee’s market and all organizations are feeling the pressure from all spectrums of the workforce. It is more important than ever to keep employees engaged and motivated—and this is especially true in a franchise organization where influential leadership is a must with the series of entrepreneurial business owners. However, in a changing economy where brands must be rethought, training re-addressed, and disruption around every corner—how can you continuously drive excellence, retention, and results. Tito expands on:
+ Co-creating brand vision to allow seamless implementation
+ Utilizing general management as your front line customer research
+ Developing leaders who inspire, motivate, and retain top talent

3:00 pm - 3:45 pm The Holistic Customer Journey: The Intersection of People, Tech, and CX

Tim Friebel, Strategic Business Consulting – AI for CX at Genesys

Tim Friebel

Strategic Business Consulting – AI for CX

3:45 pm - 4:15 pm Tales from the Frontline of CX transformation: 3 Short Stories of Failure

Throughout my career, I've worked in customer-centric organizations vying to transform their approach to customer experience, service delivery, and operations. Everyone is talking the talk, but walking the walk has proven to be significantly more difficult.
This presentation will focus on 3 short stories about real projects where we've failed to do right by our customers and the lessons learned as a result.

Patrick Bach, Director of Service Design at CIBC

Patrick Bach

Director of Service Design

Customer experience is industry agnostic.  It is the ultimate driver of business strategy in the experience economy. In this industry-specific power hour, we examine customer experience as a differentiator in three unique industries
Tom Doulos, VP Customer Experience at Endy Canada Inc.

Tom Doulos

VP Customer Experience
Endy Canada Inc.

Bradley Hamilton, VP of Enterprise Risk at Scotiabank

Bradley Hamilton

VP of Enterprise Risk

Andra Popescu, Senior Vertical Marketing Manager, Enterprise Product Marketing at D2L

Andra Popescu

Senior Vertical Marketing Manager, Enterprise Product Marketing

5:15 pm - 5:30 pm Closing Remarks