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23 - 25 September, 2019
Chelsea Toronto, ON

Agenda Day 3: Main Conference & Site Tour

8:00 am - 8:30 am Registration & Breakfast

8:30 am - 8:40 am Morning Stretch & Chair Opening

9:15 am - 9:45 am Driving Customer Mission to Create the Future Brand

As CX continues to grow as a priority in organizations, integrating the customer into organizational culture is essential. Within Central Canada, amidst rapid renovations and efforts to improve guest experience, Edwin created in collaboration with 3000 employees, core values to move guest experience to a different scale and drive innovation to a next level, within this creating next generation brand ambassadors in the organization. Resulting in becoming the #1 employer and national adoption of the new INNOVATE, ELEVATE, INSPIRE, Edwin illustrates his work:
+ Building the foundation for national adoption of customer centric mission
+ Co-creating principals that result in brand ambassadors
+ Forming a lens to drive service efficient, guest-focused innovation
Paul Pellizzari, VP Global Social Responsibility at HardRock

Paul Pellizzari

VP Global Social Responsibility

8:55 am - 9:25 am Networking Break: Story Telling!

Meet customers, learn case studies and share your own stories with our leading partners and sponsors. 

Working Groups

Assess Organizational CX Maturity

11:00 am - 11:30 am Assess Organizational CX Maturity Level: How Prepared are you to Deliver Great Customer Experience?
 + Learn about the strategies, approaches and tools used to assess your customer service
+ Dissect the major Customer Service components involved in accurately assessing an organization’s maturity
+ Perform a Customer Service Pulse-Check
Jessica Cryer, VP, Business and Customer Strategy at CSPN

Jessica Cryer

VP, Business and Customer Strategy

Design Thinking & AI

11:00 am - 11:30 am Design Thinking for AI & Emerging Technologies
+Understand priorities of emerging workforce
+ Identify strategies to attract best talent
+ Optimize current work, story and strategy to retain top talent
Ramy Nassar, Director of Innovation at Mattel

Ramy Nassar

Director of Innovation

Optimized Omnichannel

11:00 am - 11:30 am Optimized Omnichannel: Provide Seamless Service Regardless of Geo and Technology
 + Evaluate current customer pain points and avenues for quick wins
+ Service Blueprint efficiency to improve backstage processes
+ Evaluate current information architecture and technology to enable success

2:15 pm - 2:45 pm Main Conference Concludes / Depart for Site Tour to Miele

When you map customer journeys, there are often pieces of the experience in which you lack full control. Not true with Miele. Drawing on a 117 year legacy, Miele takes pride in full ownership of every customer touchpoint, from marketing to sales and delivery to customer service.

Take this opportunity to visit the Miele Experience Centre Toronto just north of Toronto’s downtown and witness firsthand their customer experience philosophy, including:
+ Private presentations from Miele leaders to better understand their business model and customer experience approach
+ Complete tour of the Miele Experience Centre showcasing their approach to sales and engagement with their signature products and appliances
+ Time in their open, active kitchen, complete with refreshments
+ Opportunity to see their small, on-site contact centre for customer service

1:00 pm - 1:30 pm Lunch & Meet the #CXC2019 Speakers