2023 Agenda

Please note that all times listed are EST (Eastern Standard Time; -5:00 UTC).

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7:30 am

7:30 am

NETWORKING BREAKFAST:
BUILD COMMUNITY CONTACTS

  • Start your day off right and connect with customer experience leaders.
  • Get to know your CX peers and colleagues over a delicious breakfast.
  • Source practical tips, discuss best practices, and prepare for the day ahead.

8:45 am

8:45 am

OPENING COMMENTS FROM YOUR HOST

Gain insight into today’s sessions so you can get the most out of your conference experience and maximize your value.

9:00 am

9:00 am

FIRESIDE KEYNOTE: DIGITAL FLUENCY DONE RIGHT

Achieving the best digital CX for all your stakeholders

Traditionally, people think of the customer experience relating to one customer or end user. Today, CX impacts so many stakeholders across an organization – all with different requirements and expectations. When it comes to e-commerce, Ricardo will discuss creative solutions that can be put in place to support the overall experience for service providers, employees and consumers, and how each user journey requires customized solutions and tools to be effective. From automated voice or chat, to apps, to frictionless returns, Ricardo will share his perspective on how organizations can harness technology to drive CX to achieve business outcomes.

9:30 am

9:30 am

EXLUSIVE CX PANEL: DRIVE SEAMLESS DIGITAL CX

Build a Loyal Base of Customers to Help Boost Your Company Revenue

Disjointed customer experiences are a widespread marketing pain point. Delivering seamless digital user experiences across the touchpoints of the customer journey is tough, and a traditional channel-focused approach will not get you there. Source practical tips to:

  • Prevent siloed CX by moving away from a traditional channel mindset that delivers a seamless DCX to internal and external audiences
  • Avoid implementing monolithic technologies that hinder a cohesive user experience across different touchpoints
  • Develop a strategy for effectively utilizing customer data, enabling the creation of composable user experience (UX)
  • Generate user insights using AI

Transform your company’s service and experience impact to increase customer satisfaction and loyalty.

10:00 am

10:00 am

FIRESIDE SESSION: CX STRATEGY

How to Build a CX Strategy for the Metaverse & Optimize Sales

What if the person using your product isn’t the customer who’s paying for it? Designing customer experience is both an art and a science. It relies on understanding the person consuming your product at every turn, whether they’re the one paying for it or not. When those people are different, things get interesting. Connect with consumers at every turn in unique ways, whether they’re a paying customer, a user or both. You’ll think about customer journeys in a whole new way while creating a roadmap to:

  • Target the right person at the right time in the right way
  • Design for different users and customers
  • Pushing yourself to think this way even when your user is your customer will improve your customer experience

10:30 am

10:30 am

SPEED NETWORKING!
MAKE MEANINGFUL CONNECTIONS

Grow your network by meeting like-minded individuals to share your latest ideas and projects with:

  • Enjoy a quick icebreaker, exchange LinkedIn information, and build lasting business relationships.
  • Achieve your conference networking goals in a fun and agile fashion.
  • Join a community of customer experience leaders and gain invaluable support.

11:00 am

11:00 am

INDUSTRY EXPERT: AUTOMATION AND AI

Leveraging automation and AI to effectively improve customer care

Integrating AI invites a new era of customer experience enhancement, where quality, speed, and accuracy converge seamlessly to create unparalleled interactions, changing the way brands connect with their customers. By leveraging digital automation, machine learning, and artificial intelligence, generative AI can empower team members and optimize customer experience with real-time decision making and action between support workflows and the customer-facing agent. Join Brent Stevenson, COO Americas, as he discusses several impressive client journeys with generative AI in three stages: pre, during and post customer interaction.

11:30 am

11:30 am

EXHIBITOR LOUNGE: VISIT BOOTHS & SOURCE EXPERTISE

12:00 pm

PUBLIC SECTOR POWER PANEL: DESIGN DIGITAL SERVICES

Serve Your Citizens with Exceptional CX to Bring Administration Procedures into the Modern Digital Era

12:35 pm

INDUSTRY EXPERT: REVAMPING CUSTOMER ENGAGEMENT

From Dull Surveys to Digital Success

12:35 pm

FIRESIDE CHAT: CROSS-CHANNEL DIGITAL STRATEGIES

Reimagine the Digital Cross-Channel Experience in 2024 and Beyond

Providing your customers with memorable experiences online is essential to differentiate your brand. Drive sales by improving your customers’ e-buying experience. Develop a blueprint to:

  • Devise a customer-centric strategy to deliver frictionless and seamless services
  • Create engaging experiences and design an experiential digital customer journey
  • Automate workflows to streamline processes and save time, enabling faster problem-solving

Amplify frictionless digital journeys to improve customer engagement and satisfaction.

1:05 pm

1:05 pm

NETWORKING LUNCH:
DELVE INTO CX CONVERSATIONS

1:35 pm

1:35 pm

EXHIBITOR LOUNGE:
VISIT BOOTHS & WIN PRIZES

  • Explore the latest CX technology and strategies with our leading sponsors.
  • Share your challenges with the biggest innovators in the business.
  • Schedule one-to-one private meetings for personalized advice.

2:05 pm

2:05 pm

AFTERNOON KEYNOTE: CUSTOMER CENTRIC DIGITAL TRANSFORMATION

How To Delight Customers with Customized Digital Experiences

A customer-centric digital transformation involves creating a connected and seamless customer experience. Deliver an enhanced digital experience to your customers by leveraging customer engagement data — beginning with leadership engagement and customer collaboration. Take away actionable strategies on:

  • How organizations can create a blueprint to amplify CX through an end-to-end digital journey
  • How to escalate digital transformation from initial website engagement through to social listening and conversational intelligence using augmented reality and other innovative approaches.

Master customer-centric experiences to increase your digital conversions and long-term loyalty. 

2:35 pm

2:35 pm

PANEL: SECRETS OF CX APPEAL

How to Make a Process 10x More Efficient with Digital Content

Digital and video content puts a personal touch to a brand’s marketing campaign, allowing for immediate engagement with potential customers. Transform your customers’ brand experience and streamline the sales funnel by implementing a strategic approach. Develop a blueprint to:

  • Ensure every piece of your digital content serve a purpose
  • Begin your ideation process by identifying customer pain points and make meaningful improvements to the CX
  • Create a lasting impact on your target audience, fostering long-term brand loyalty

Impact your brand engagement approach to captivate customers and accelerate business growth.

3:05 pm

3:05 pm

EXHIBITOR LOUNGE:
ATTEND VENDOR DEMOS & CONSULT CX EXPERTS

  • Enjoy exclusive sponsor demos and experience the next level of customer experience innovation firsthand.
  • Meet one-on-one with leading solution providers to discuss organizational hurdles.
  • Brainstorm solutions and gain new perspectives and ideas.

3:35 pm

3:35 pm

FIRESIDE: CUSTOMER EXPERIENCE METRICS

Instrument KPIs Throughout the Digital Customer Journey

Implementing digital experience has both qualitative and quantitative aspects. Yield positive results in your ROI that justify further investments and validate your theory to improve the experience. Walk through each stage of the journey and instrument the correct course of action by:

  • Surfacing the things that slow down access to information and get in the way
  • Using data to augment qualitative measures
  • Avoiding abandoning the journey due to friction in the process

Map out quantitative and qualitative prospects with the right digital CX.

4:05 pm

4:05 pm

CLOSING KEYNOTE: Revving Up Revenue With a Winning Digital Formula

How to Provide Best in Class Digital Experience and Increase Digital Sales

As the shift to digitalization continues, businesses understand the importance of providing a frictionless journey to their customers. Increase digital sales and win over your customer’s loyalty by raising positive brand awareness. Take away an action plan to:

  • Manage a digital business and brand, ensuring a business delivers the best customer experience
  • Gather data effectively and analyze customer satisfaction across segments, channels, behaviours, and demographics
  • You have the data. Now what? A tactical approach to implementing feedback
  • Let your advocates (internal and external) shine
  • Translate “best-in-class” to dollars

4:35 pm

4:35 pm

CLOSING COMMENTS FROM YOUR HOST

Review the key solutions and takeaways from today’s sessions. Source a summary of action points to implement in your work. Discuss tomorrow’s highlights!

4:40 pm

4:40 pm

EVENING RECEPTION: ENJOY GREAT CONVERSATION, MUSIC & NETWORKING

  • Relax and unwind with tasty cocktails after a long day of learning.
  • Don’t miss your chance to win fun prizes at our Reception Gift Giveaway.
  • Make dinner plans with your new connections and explore the best of what Toronto nightlife has to offer. Just be sure to set your alarm for Day 2!

5:20 pm

5:20 pm

CONFERENCE DAY 1 ADJOURNS

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