12-14 September 2018

Radisson Admiral Hotel Toronto-Harbourfront, Toronto, ON

1-800-882-8684

2017 Resources

Cisco Innovation Centre Site Tour

The first of its kind in North America and one of nine Innovation Centers worldwide, the Cisco Toronto Innovation Centre is the culmination of Cisco Canada’s commitments to drive innovation, productivity, and digital transformation for industry, government, and the country.

Ahead of CX Week Canada, take a look at the Cisco Innovation Centre and take a sneak peek at what to expect on the tour.

The Top Keywords in CX

To prepare you for CX Week Canada, here are the top 5 keywords forming the foundation of our dynamic, tracked agenda.

CCW Executive Report

The CCW Executive Report: Customer Experience Game Changers explores the intersection of the two dimensions. It reveals how organizations are taking action in response to shifts in the importance and nature of customer experience management. Fueled by exclusive survey research, it reveals what truly matters to customer experience professionals.

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 deliver holistic experiences through the right channel at the right time separates the leaders from the rest.

CX Canada In the News

There is certainly no lack of Customer Experience resources. We’ve aggregated a few of our favorite reads and resources for you! Attend CX Week Canada 2017 for dynamic insights and experiential anecdotes diving deeper into the nuances of superior CX through the Canadian lens.

People Shock: The Path to Profits when Customers Rule - Introduction Chapter

By Tema Frank, Customer Experience & Usability Pro, Best-Selling Author of “PeopleShock”

Best-selling author and expert, Tema (rhymes with Emma) Frank has worked in customer experience, marketing, and usability testing for over three decades. In 2001 she founded Web Mystery Shoppers International, the world’s first company to test omnichannel customer service: web, phone, chat, email and in-store.

Using social media techniques before social media existed, she built a database of 75,000 “mystery shoppers” worldwide. Clients have included Bank of America, Expedia, the Royal Bank of Canada, government departments, businesses and non-profits of all sizes.

An acclaimed international speaker and instructor (in English and French), her industry-leading research has been featured in the Wall Street Journal, the Globe & Mail and other business and academic publications. Her love of interviewing comes through in her Frank Reactions podcast on customer experience.

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.

2017 CX Week Canada Registration Form

Want to fast track your CX Week Canada Registration? It's easy - download this form, fill it out, and send it to enquiry@iqpc.com

BMO’s Journey to Customer Centricity Through Employee Engagement

Presented by:

Kelly Harper

Director Customer

Experience

BMO Financial Group

Missed 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 a case study approach, this session will walk you through how to build and launch a CX learning program, key program components including training, synergies with HR and the linkages between employee experience and CX success. Take a look at her presentation.

Growth Hacking Your Way to the Best Digital CX

Presented by:

Troy Fawkes

SEO and Digital Marketing Specialist

Delta Growth

Missed 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 ever-changing customer base, marketing must be viewed differently than ever before. This session explores how to evolve marketing culture, transform customers into advocates, deliver an excellent customer experience and the agile toolkit you need to growth hack your marketing approach. Take a look at his presentation.

Sharing Best Practices in Toolsets and Design Management Strategies that Perform

Presented by:

Ann Tebo

VP, Product

Onist Technologies

Missed out on CX Week Canada 2017? The tools and methods for delivering services and

experiences are vast and largely open source: design

thinking processes, service blueprinting, journey maps,

and many other custom tools depending on the specific

project. This camp explores some of the key tools that

experience designers have found particularly useful, taking

a case study approach to effectively leveraging tools in

practice. Beyond just the toolsets, gain insight into best

practices for managing various design methods to quickly

prototype and garner feedback quickly. View her presentation.

Metrics That Matter: How to Identify and Benchmark CX ROI for Your Business

Presented by:

Ashutosh Anil

Vice President, Customer Experience

BC Safety Authority

Missed 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 NPS be leveraged at a macro and micro level to measure performance? View his presentation.