Live Chat Software
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 CX for Good: Empowering Employees Through Social Responsibility

Today’s economy presents an interesting opportunity at the intersection of Customer Experience, Employee Engagement, and Social Responsibility. Given the expectations from customers and employees to give back to the community, driving initiatives around sustainability, customer safety, and community wellness promote the status of an organization to employees, but also allows team members to feel empowered to make a difference, increasing retention. Paul explores:
+Empowering employees to act on behalf of community & customer wellness
+ Systemizing and operationalizing process to drive social responsibilities at scale
+Creating values that the employees and therefore the customers believe
 
Paul Pellizzari, VP Global Social Responsibility at HardRock

Paul Pellizzari

VP Global Social Responsibility
HardRock

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
CSPN

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
Mattel

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

Site Tours

Miele

2:00 pm - 2:30 pm 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 touch point, 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

SideWalk Labs

2:00 pm - 2:30 pm Sidewalk Labs
Sidewalk Labs is designing a district in Toronto’s Eastern Waterfront to tackle the challenges of urban growth, working in partnership with the tri-government agency Waterfront Toronto and the local community. This joint effort, called Sidewalk Toronto, aims to make Toronto the global hub for urban innovation.
 
The two-story office is named 307, after its address at 307 Lake Shore Boulevard East, is a 15,000-square-foot (1,393-square-metre) workspace provides New York City-based Sidewalk Labs – operated by Google parent company Alphabet – a base from which to research and experiment with urban innovations for the high-tech neighborhood it hopes to build nearby.
 
·         Experience variety of tools used for gathering insights
·         Become engrained in the culture of prototyping and experimentation
·         Connect with the future digital innovations of Toronto 

Cisco Innovation Center

2:00 pm - 2:30 pm Cisco Innovation Labs
The Cisco Innovation Center located in downtown Toronto is one of 11 state-of-the-art global facilities that aim to inspire organizations and showcase digital innovation and development with real-world use cases. Their goal is to help businesses experiment, test, and co-create solutions along with their ecosystem of partners and startups to solve business challenges and thrive in an always-on, ever-changing, constantly-connected world.

What you'll get with your visit:
·         A glimpse into how Cisco innovates internally and with its customers
·         A showcase of industry case studies and 'Art of the Possible' use cases
·         Access to lab space to learn and apply transformational concepts to real-life business challenges and use cases
·         Guidance in building a digital roadmap for your project or business outcomes