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

Agenda Day 2: Main Conference

6:45 am - 8:15 am EARLY BIRD SITE TOUR: BestBuy

7:30 am - 8:15 am Registration & Coffee

8:15 am - 8:30 am Chair Opening Remarks

8:30 am - 9:00 am Morning Keynote Address: From Insights to Action: Understand Millennials and Transform Data into Results that Matter

Brad Griffin - Senior Vice President, Head of Qualitative Canada, Ipsos
‘Millennials’ is still a buzzword and for good reason. The demographic is a powerful generation re-shaping the views of our world, dictating how companies operate as they advance into leadership positions and gain more buying power.
Hear this leader share:

  • The latest in millennial insights and the behavioral patterns that separate
them from the baby boomers
  • Attitudes of Generation Z and how to anticipate their needs
  • Practical steps in how to leverage the data to enhance the experiences
of these generational groups and increase ROI

Brad Griffin

Senior Vice President, Head of Qualitative Canada

9:00 am - 9:30 am Case Keynote: Break Complex Nodes in Customer Journey Mapping Through the Customer's Voice

Stacey Metcalfe - Manager, Voice of Customer Strategy & Planning, Toyota Canada
Your customers do not always stick to the planned customer journey mapping and you must be ready to face this reality. See how Toyota Canada, with its 250,000-member online panel, fills the gaps in marketing research by properly leveraging customer feedback (VoC) to improve products, processes, and even the customer experience.

  • Understand your customers and their interactions, physical or digital, with the
  • Provide managers and employees with a clear view of your clients' profiles
  • Move from thinking based on internal ideas to ideas from outside
  • Create the best online community to fuel your business decisions

Stacey Metcalfe

Manager, Voice of Customer Strategy & Planning
Toyota Canada

9:30 am - 10:00 am CX in a Gen-Z Enterprise - Stories from a Journey to 40 Million Users

Prashanth V K - Global Head of Marketing, Zoho Desk
Bringing the entire organization together to create a great customer experience is challenging enough as such. Add to it more moving parts like different product lines, geographical offices, technological change, and the ever-evolving customer. Join me as we go through stories from Zoho's journey in creating great customer experiences and identify practical ideas that help you shape your CX. 

Prashanth V K

Global Head of Marketing
Zoho Desk

10:00 am - 11:00 am Networking Break & Experience Drive

11:00 am - 11:20 am Industry Update: The State of Customer Experience in Canada

John Bardawill - John Bardawill Founder and Managing Director, TMG International Inc.
In this session TMG International Inc. will reveal the results of the study on the state of CX in Canada (conducted in partnership with Phase 5). While having a relatively accurate view of their customers’ experience, most Canadian organizations have no long-term plan or clear structure in place for their CX strategy. John Bardawill will share best practices and help you determine what your organization needs to do to give consumers the experience they desire and deserve.  
Attendees will gain insights into:
·         How Canadian organizations perceive the success of their customer experience efforts
·         How Canadian consumers perceive the experience they receive
·         How to close the gap between your organization’s customer experience and customers’ expectations
·         Optimize your CX strategy and results by gaining insights from the first study of its kind in Canada.

John Bardawill

John Bardawill Founder and Managing Director
TMG International Inc.

Amid today’s digital disruption it can be tempting to think the solution to remain competitive is to produce the most innovative technology or to start assembling a team to work on a cutting-edge product launch. When technology may seem like the natural answer, the way to truly innovate is by maintaining a relentless focus on the customer.

This keynote will share how to:
  • Use tried and true design thinking methods to more accurately enrich your
customer’s lives
  • Discover what actually aggravates and satisfies your customers
  • Adopt self-sustaining techniques that allow you to always see your product
through your customers eyes

*If you’re new to Design Thinking, it is recommended to attend the pre-conference introduction to Design Thinking workshop on day 1.

Sandra Herriot



Jennifer McLennan

Senior Director Design & Development
Marriott International


Andrew Webster

Director of Change and Innovation Solutions

11:50 am - 12:20 pm PERSONAL & PERSONALIZE:How Messaging, Chatbots & AI are Breaking the Tradeoff between CX and Cost

With the rise of business messaging, customer engagement is shifting from transaction-based tickets, sessions, push notifications and forms to highly personal conversations. Throw AI into the mix and there’s never been a better opportunity to for an enterprise to deliver personalized service over time, across channels, at scale.
In this case study-driven talk, Warren Levitan will explain how leading brands like Four Seasons, Betterment and Uber are delivering next-level customer experiences through chat.

12:20 pm - 12:50 pm CASESTUDY: Delivering Service in a Digitally Enhanced World

Data is transforming all aspects of companies, disrupting the old ways of thinking and introducing unexpected opportunity.  As a result, customer service is also shifting from a cost-centre mindset to becoming a strategic partner to the C-suite. 
In this session, you will have an opportunity to understand how elevate your organization and prepare for the unexpected opportunities ahead.

12:50 pm - 1:50 pm Networking Lunch

1:50 pm - 3:20 pm CX Roadmap: Learn How to Win and Keep Customers through Customer Experience

Crystal D'Cunha - Chief Experience Officer, The Inside View
80% of CEOs believe they deliver an outstanding customer experience, yet only 8% of their customers agree. Only 1% of small to medium businesses have a formal Customer Experience (CX) design strategy in place. With bill 148 now in full effect; it’s critical more than ever that we instill certainty and confidence in our teams so they can provide an outstanding Customer Experience and maximize profitability. In this back to basics, interactive session you will learn:

  • A leader’s responsibility in CX Design
  • How to build a roadmap with the 7 key steps to Experience Design
  • The importance of letting the customer define their journey
  • The critical role your team plays in customer service to ensure better experiences

Crystal D'Cunha

Chief Experience Officer
The Inside View

2:20 pm - 3:00 pm Networking Break

3:00 pm - 4:00 pm Strategic Camps

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.

3:00 pm - 4:00 pm Social Media: Power, Pitfalls and Potential

David Johnston - Social Media Strategist, Transportation Security Administration
Social Media integration isn’t always a practice best reserved for the social media or marketing manager. Effective and proactive
adoption and use by the entire team can generate a greater number of desired results. Gain best practices and walk away with practical steps that you can apply in your role now to improve the customer experience one tweet at a time.

David Johnston

Social Media Strategist
Transportation Security Administration

Learn how to provide stellar customer service on a budget. Share and gain new insights into a variety of ways to incorporate superior and sustainable customer experiences despite limited resources.

Jennifer van der Valk

Managing Director Marketing & Digital Strategy
Ontario Government


Ashutosh Anil

Business Leader, Client Experience
Technical Safety BC

3:00 pm - 4:00 pm The Contact Centres of 2025: How to ensure yours is built for the future

Neil Lacheur - SVP Customer Experience, QuadReal Property Group
Contact centres are in the midst of a critical transition as businesses grow more mobile and automation becomes a thing of the present. Participants will have the opportunity to discuss challenges of their current call centre operations, share techniques for agile and responsive applications, and leave with ideas to create a champion digital transformation strategy that will set them up for future success.

Neil Lacheur

SVP Customer Experience
QuadReal Property Group

In today’s digital world, customers expect unified experiences, across channels, 24x7x365. Companies are transforming customer service and resolving queries faster and more cost-effectively than ever before. Discover how successful brands like Autodesk, Mercedes, and RBS are taking advantage of IBM Watson Assistant to transform their call centers and customer experience with AI driven virtual assistants and chatbots.


Fredrik Tunvall

Global GTM Lead, Product Management
IBM Watson and Cloud Platform

Many companies are growing increasingly aware that providing excellent customer experiences and achieving profitable growth stems largely from the ability to deliver positive workplace experiences for their employees. Yet in our modern world, some are still holding on to traditional approaches to management and office policies that can do more harm than good.

What specifically does it take to successfully attract and retain talent? How do you know you’re really giving employees what they want? Hear from these leaders responsible for developing teams at their organizations share some of the strategies that keep their employees happy and inspired, and their customers coming back for more.

  • Identify stale beliefs that can hold your employees back and gain fresh philosophies that make a difference
  • Recognize behaviors of leaders who execute a clear vision between customer and employee engagement
  • Hear employee engagement success stories and unconventional tactics that motivate employees, increase job satisfaction and drive more revenue
  • Learn how you can make small internal shifts that result in big customer impacts

Crystal D'Cunha

Chief Experience Officer
The Inside View


Derek Mihalicz

Head of Customer Experience


Almira Cuizon

Vice President, Retail Operations


Jessica Cryer

VP, Business and Customer Strategy

4:45 pm - 5:45 pm Networking Cocktail Reception