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23 - 25 September, 2019
Chelsea Toronto, ON
Patrick Bach, Director of Service Design at CIBC

Patrick Bach

Director of Service Design

Check out the incredible speaker line-up to see who will be joining Patrick.

Download The Latest Agenda

Agenda Day 2: Main Conference

Tuesday, September 24th, 2019

3:45 PM Tales from the Frontline of CX transformation: 3 Short Stories of Failure

Throughout my career, I've worked in customer-centric organizations vying to transform their approach to customer experience, service delivery, and operations. Everyone is talking the talk, but walking the walk has proven to be significantly more difficult.
This presentation will focus on 3 short stories about real projects where we've failed to do right by our customers and the lessons learned as a result.