View Full Event Agenda: CX Week Canada 2019
- Chris Mahlberg, VP Digital Banking, BMO Financial
- Patrick Bach, Director, Service Design, CIBC
- Yves Rannou, VP Digital Solutions, Sunwing
- Ramy Nassar, Director of Innovation, Mattel
- Victor Ghanem, Director of UX, Manulife
- Marc Gordon, The Customer Experience Expert, CX Influencer
- and more!
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Key Event Information
Past Attendee Snapshot
Interested in attending? Take a look at who joined us at CX Week Canada in 2018! To get a copy of this sent to you directly, contact us here.
Making the Case for CX
To remain truly differentiated and ahead of the vast sea of competition, treating your customers like royalty is the true key to creating lasting business success. Is your organization checking off the basic components to ensure your company’s heart not only keeps beating, but outlives your competitors?If you don't know...
Why Measuring Emotions in Customer Experience is Imperative
The benefits of measuring emotions in customer experience cannot be understated. Today, consumers have come to expect a superior customer service experience—and the way to improve it is by paying attention to emotions in customer service. Brought to you by CX Week Canada, take a look at this infographic to...
The State of Customer Experience in Canada - 2018
Over the period of September 2017 to March 2018, CX Week Canada's Media Partner, TMG International asked 85 medium-to large size organizations in Canada a number of questions about their CX strategy and performance. Only 5% of CX employees surveyed felt like had a sense of employee empowermentOnly 27% of...
Customer Experience 101
In the modern experience economy, customers seek and expect a great deal beyond simple delivery of a product or service. They expect an integrated, omni-channel, individualized and effortless experience. A variety of factors including technology advancement and disruptive competition pioneered this customer experience transformation, and now a company’s ability to...
Speaker Feature: Patrick Bach
CX Week Canada interviewed Patrick Bach, Customer Experience & Service Design Leader at TD where he discusses his experiences in customer experience and service design.
Speaker Feature: Adrienne Harris
CX Week Canada presents this speaker feature from Adrienne Harris, Vice President, New Venutres at DATA Communications Management where she discusses her career background and her personal CX journey.
BMO’s Journey to Customer Centricity Through Employee Engagement
Presented by:Kelly HarperDirector CustomerExperienceBMO Financial GroupMissed out on CX Week Canada 2017? Customer experience once lived exclusively within corporate marketing at BMO. However in 2012, a new CX learning function was created within the talent organization focused on articulating the brand internally, enhancing employee engagement and developing CX learning. Through...
Growth Hacking Your Way to the Best Digital CX
Presented by:Troy FawkesSEO and Digital Marketing SpecialistDelta GrowthMissed out on CX Week Canada 2017? Marketing strategy is no longer developed in the boardroom. It is a scrappy process of rapid experimentation and optimization occurring in a testing and learning environment. In order to meet the needs of a dynamic and...
Metrics That Matter: How to Identify and Benchmark CX ROI for Your Business
Presented by:Ashutosh AnilVice President, Customer ExperienceBC Safety AuthorityMissed out on CX Week Canada 2017? We are all familiar with the NPS holy grail of customer experience metrics. Beyond NPS, this panel explores some unique qualitative and quantitative metrics in which can help benchmark your CX programme. In addition, how can...
Past Speaker Presentations
INDUSTRY UPDATE: The State of Customer Experience in Canada
At CX Week Canada 2018, John Bardawill, Managing Director at TMG International Inc. presented on the state of CX in Canada and why companies need to realize its importance. In his presentation, he discusses:The CX FrameworkDissatisfiers by industryA weak employee experience foundation Recipe for CX successand more.To get a copy...
CASE KEYNOTE: Embracing Customer Experience - How to Ensure CX Makes an Impact
"Organizations that fail often lack understanding of what great customer experiences look like and how to get there." Corby Fine, Vice President at Simplii Financial discusses ways to ensure that CX can make an impact within your organization. In his presentation, he discusses: Top 3 most important strategic responses to...
CASE STUDY: Delivering Service in a Digitally Enhanced World
At CX Week Canada 2018, Nitin Badjatia, Senior Director, Product Strategy, Customer Service Management at ServiceNow, presented a case study on how to deliver service in a digitally enhanced world. In his presentation, he discusses:Challenges in a customer's journeyCustomer relationship management best practices Measuring & delivering value for service excellenceand...
PUBLIC SECTOR: Cultivating Client Satisfaction Amid Policies and Legislation
At CX Week Canada 2018, Ashutosh Anil, Business Leader, Client Experience at Technical Safety BC discusses how the public sector cultivates client satisfaction while working with policies and legislation. In his presentation, he discusses:The accident prevention modelThe foundation of building a CX modelBuilding a collaboration frameworkEnhancing organization-wide CX centricityand more.To...