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

Agenda Day 2: Main Conference

7:30 am - 8:00 am Check In & Registration

7:30 am - 8:15 am Chair Opening Remarks + Escape the Box! 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 Customer Service in a Digital Ecosystem

With emerging channels and expectations around omnichannel experience, customer service infrastructure must transform in order to serve customers immediately and efficiently. However, optimizing the customer journeys is far more complex than a implementing new technology, integrating across business unit, allowing singular view across systems, and assimilating physical experiences into digital innovations requires intimate knowledge of customer process, mindset, and expectations. Yves walks through his journey:
+ Connecting data to strategy to design for customer behaviors
+ Formulizing holistic end to end journey from dream to service
+ Relating ethnographic and observed behaviors to digital innovation
Yves Rannou, VP Digital Solutions at Sunwing

Yves Rannou

VP Digital Solutions

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

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

Self Service

11:00 am - 11:30 am Self Service
+ Identify current behaviors of  self-serving preference
+ Partnerships and training required for successful implementation

Design Thinking

11:00 am - 11:30 am Design Thinking
+ Drive empathy at the core of customer interactions
+ Foster meaningful innovation through ideation and testing


11:00 am - 11:30 am Personalization

+ The power of pairing customer data and machine learning technology
+ Where to start when integrating personalization into an existing end-to-end experience

Employee Engagement

11:00 am - 11:30 am 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
Jon Fisher, EVP Experience & Lifestyle at Windmill Golf

Jon Fisher

EVP Experience & Lifestyle
Windmill Golf

Customer Journey Mapping

11:00 am - 11:30 am Customer Journey Mapping
+ Gain a holistic vision of customer intent
+ Zoom in to granular journey layers to sketch actionable insights

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

Employee Experience

1:40 pm - 2:10 pm Employee Experience: Create Brand Ambassadors To Gather Best Talent
Evaluate touchpoints, and develop empathy to optimize employee engagement and singular brand voice.  

Digital Journey Mapping

1:40 pm - 2:10 pm 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

Data Modeling & Customer Insights

1:40 pm - 2:10 pm Predictive Modeling to Drive Meaningful, Intentional and Desirable Customer Outcomes
Identify best practices for data modeling, predictive analytics and customer behavioral analysis.

3:10 pm - 3:40 pm The Influential Leader: Leveraging Leadership to Drive Customer & Employee Experience

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
Tito Kang, VP Brand Leader at MTY Foods

Tito Kang

VP Brand Leader
MTY Foods

3:45 pm - 5:15 pm Industry Power Hour: How CX Guides Your Strategy

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

12:20 pm - 12:50 pm Customer Success Through Experimentation

Today is the slowest rate of change we will ever experience, so how do keep up? In a world changing faster than ever, creating a culture of immediate action and experimentation is essential for sustainability. Johnny explores his experience doing just that, addressing:
+ How to set the standard of gathering customer feedback through surveys, ethnographic research, and automation
+ Build the infrastructure for testing capabilities, teams and process
+ Execute on quick wins to drive long term acceptance and quick implementation

5:00 pm - 5:30 pm Closing Remarks