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2019 Resources

View Full Event Guide: CX Week Canada 2019

CX Week Canada 2019 explores customer experience as the central driver for successful business outcomes using tools such as customer service, design thinking, employee experience and technology to deliver on this promise.

Plus, we just announced our new speakers and site tours! Download the updated agenda to learn more!

New speakers include:
  • Crystal D'Cunha, Chief Experience Officer, The INSIDE View Inc.
  • Bradley Hamilton, VP, Enterprise Risk, Scotiabank
  • Tom Doulos, VP of Customer Experience, Endy Sleep
  • Elizabeth Carreiro, Director, Employee Experience, Transformation and Design, RBC
  • Charley Butler, Managing Director, Member Innovation & Experience, Ontario Teacher's Pension Plan
  • and more!

To get a copy of the brochure sent to you directly, contact us here.

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 Framework
  • Dissatisfiers by industry
  • A weak employee experience foundation 
  • Recipe for CX success
  • and more.

To get a copy of his presentation sent to you directly, please contact us here

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 counter competitive threats
  • How to measure success
  • Metrics to measure success 
  • and more!

To get a copy of this presentation sent to you directly, please contact us here

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 journey
  • Customer relationship management best practices     
  • Measuring & delivering value for service excellence
  • and more.

To get a copy of this presentation sent to you directly, contact us here

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 model
  • The foundation of building a CX model
  • Building a collaboration framework
  • Enhancing organization-wide CX centricity
  • and more.

To get a copy of this presentation sent to you directly, contact us here

Special Report: Customer Experience Journey Mapping

Customer journey maps are so much more than a handy visualization tool for rooting out pain points and gaps in the customer experience. The goal is to take those insights on board and turn them into goals for your business. Done right, a customer journey map can help you answer big-picture questions like the following:

  1. Why is my churn rate so high?
  2. Why do customers seem to prefer the voice channel over email and chat?
  3. What targeted emails and calls-to-action should I send out and when?
  4. When should I proactively reach out to the customer?
  5. What is the customer trying to achieve in their own life using my product?
  6. What is the best way to handle customer complaints?

In this Special Report, we’ll dive into what types of questions a journey map can help you answer, the seven bottom line-related business goals it can help you meet (and exceed) and a step-by-step process of how to create your own customer journey map.

To get a copy of this report sent to you directly, please contact us here

Why Design Thinking is Necessary for Excellent CX

As many organizations clamor to become more customer-centric, a lot of businesses overemphasize customer mandates for speed and efficiency and further shed the experiences that nurture long-term customer loyalty.

Innovation consultant Colin Hunter, Founder and CEO of Potential Squared, shares insight on how his team trains leadership teams to instill behavioral change within their organization to bring forth a better customer experience. Hunter also shares why design thinking sometimes fails and the type of problems that it's meant to solve. 

To get a copy of this sent to you directly, contact us here

The State of CX

CX is no longer limited to one department. Instead, CX permeates to the business strategy of many leading organizations and across the entirety of the enterprise. To illustrate the reach and impact of emerging CX we asked some of our leading expert speakers at CX Week Canada, Sept. 23-25, Chelsea Toronto, to give us an insight into what CX means in their role, organization, and strategy.

Featured speakers include:
  • Jessica Cryer, VP of Business & Customer Strategy, CSPN
  • Stefany Singh, Director of Digital Innovation, Canadian Institute for Health Information
  • Paul Pellizzari, VP of Global Social Responsibility, Hard Rock
  • Christopher Mahlberg, VP of Business Banking, BMO Financial Group
  • Johnny Russo, VP of Marketing & E-Commerce, The Kersheh Group

To get a copy of this interview sent to you directly, contact us here.

The Digital Customer Journey

One of the most powerful customer experience tools is the Customer Journey Map. The tool allows a holistic view of your customer’s experience with your brand from first touch to long term engagement. In this report, we look to highlight a few key points in which journey mapping can enable your digital experience strategy. 

This report features insights from:

  • David Boone, CEO, Staples Canada
  • Yves Rannou, VP Digital Solutions, Sunwing
  • Christopher Mahlberg, VP Business Banking, BMO Financial
  • Ben Judy, Head of UX, 7-Eleven
  • Brent Johnston, President, Wireless Services

To get a copy of this report sent to you directly, contact us here

4 Ways to Enhance Employee Experience

Employee experience is more important than ever for employers to take into consideration. However, oftentimes employee experience is not a priority in an organization. To help you get started, we’ve narrowed down the four steps you should take to enhance your employee experience.

Download a free copy below to read more! If you would like a copy of this sent to you directly, contact us here

4 Tools to Power CX Strategy

The tools needed to execute a customer experience strategy plays an integral role in turning a vision into a reality. We recently interviewed some of our expert speakers on the 4 ways to power CX strategy through employee experience, customer service, design, and technology. Read about it now. This report features insight from: - Stefany Ratkovic, MBA, Director Digital Innovation, Canadian Institute for Health Information - Jade Salazaar, Director, Service Design, Rogers Communication - Tom Doulos, VP Customer Experience, Endy Canada Inc.

To get a copy of this report sent to you, contact us here.

Industry Perspectives - Veriday

Veriday is a technology company that allows it's clients to embrace digital transformation and enhance digital experiences.  We are always there to help organizations identify and set the direction toward their most important goals in ever-changing industries. Not only do our clients not hide from change, they become trailblazers into the future. Whether it's our full professional services capabilities, our work as a premier platinum Liferay partner or our out-of-the-box digital marketing solutions, the mission is simple; to create digital engagement with a human touch.    

CX Week Canada recently interviewed Veriday on the top challenges and future advancements for the industry.

Innovation by Design Thinking

Organizations such as Mattel, Loblaw, Intuit, and BMO Financial utilize Design Thinking to not only drive meaningful innovation, but also foster cross-functional collaboration between teams, customer-centricity as a culture, and lasting organizational transformation to compete in today’s experience economy. 

But what is design thinking and how can you start to implement it? In this article, take a look at the 5 steps of design thinking to help you get started. 

To get a copy of this sent to you directly, contact us here

2019 CX Week Canada ROI Toolkit

Thinking about attending CX Week Canada 2019? Let us help you convince your colleague or manager to attend. 

This ROI toolkit includes:

  • Convince your boss letter
  • Top reasons to attend
  • Estimated budget expense sheet
  • and more!

To get this toolkit sent to you directly, contact us here.

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