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23 - 25 September, 2019
Chelsea Toronto, ON

Agenda Day 3: Main Conference & Site Tour

7:30 am - 8:00 am Registration & Breakfast

8:00 am - 8:30 am Opening Remarks + Morning Stretch

8:30 am - 9:00 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

9:00 am - 9:30 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
Edwin Frizzell, Regional Vice President and Fairmont Royal York General Manager at Fairmont Hotels

Edwin Frizzell

Regional Vice President and Fairmont Royal York General Manager
Fairmont Hotels

10:00 am - 10:30 am 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

10:00 am - 10:30 am Networking Break: Story Telling!

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

Working Groups

Working Group

10:30 am - 11:45 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
Shawn Ashley, Manager, CX Strategy & Operations at CSPN

Shawn Ashley

Manager, CX Strategy & Operations

Working Group

10:30 am - 11:45 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

11:45 am - 11:45 am Main Conference Concludes

12:15 pm - 12:30 pm Site Tour Check In

12:30 pm - 12:30 pm Site Tour Bus Departs

The use cases for design thinking in are often in a social setting, however in an enterprise, corporate, or otherwise ROI-driven organization, can we still take the social contexts and deliver impact through Design Thinking?
+ Realize the impact of Design Thinking on greater social change
+ Understand the intersection of social good and business outcomes
+ Create a culture that is more than dollars and cents

Site Tours

1:00 pm - 1:30 pm Miele Site Tour

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

4:00 pm - 4:15 pm Return to Hotel from Site Tour