re-think your cx to deliver fresh and engaging moments ... cx event in canada. achievements and...

Meet + Network + Learn From:

Stacey Metcalfe,VoC Strategy & Planning Lead, Toyota Canada

Jen Rodstrom, CX Transformist, Temkin Group

Fast-Track Your Success To:

Anouk Vaster, Global Lead Customer Experience Strategy, Philips Services

C. Fred Ehle, Vice President Customer Strategy, McDonald’s Corporation

Hank Newman, Associate Director, Voice of the Customer, Wayfair

Tess Smith, Customer Success Leader, Amazon

Re-think your CX to deliver fresh and engaging moments across a multichannel landscape

www.CustomerExperienceCanada.com

Platinum:

• Accelerate CX Strategy

• Harness Big Data

• Learn Cognitive Strategies

• Optimize Loyalty

• Elevate Engagement

• Drive VoC Further

• Manage Change

• Invest in New IT

April 23 – 24, 2018 | Marriott Eaton Centre, Toronto

In-Depth Workshops:

• Customer Journey Mapping

Strategy Institute presents...

Hear from...

Global CX Award Winners!

at Canada’s Leading CX event!

• Accelerating CX Change

Register Today by Calling 1 866 298 9343 x 200

Welcome to the biggest, best, and most

innovative CX event in Canada.

Join CX thought-leaders and disruptors from a diverse

assemblage of industries who are proud of their

achievements and passionate about sharing tips and tactics.

Learn to plan, implement and follow through with your CX

strategy. Benefit from shared lessons and practical case

studies focusing on the hottest and most pressing issues in CX.

Featuring 10 case studies, 4 keynotes, 6 track sessions,

3 interactive panels, and 3 dedicated ‘build your own’

agenda opportunities, these intensive two days are not

to be missed!

Your Customer Experience Team

Strategy Institute

Share insight with colleagues: We note your challenges so you can take backtracked insight to your organization

Embrace the bigger picture: Gain critical leadership and cultural change skills

Tracks: Surveys, VoC, real-time 24/7 tools, measurement, driving change, and omni-channel

Design the agenda: ‘Unconference’ birds of a feather session where you take charge - and we listen!

3 Practical takeaways: At the end of each presentation our speakers sum up their 3 most notable findings

New This Year

Award-Winning Speakers Include:

Event In Numbers

5+Speakers

Interactive Sessions

Case StudiesFortune 500

Companies Speaking

40+ 8+

10+


Past Attendees:

Source 10 Actionable Ideas To Transform Your Business

1. Customer engagement: Improve long-term CX

2. Cognitive customer strategies: Analyze CX behaviour

3. CX talent: Build and train your team

4. Culture: Obtain organizational buy-in

5. Data: Gain insight across all channels

6. Chatbots and AI: Where are we heading?

7. Omni-channel: Learn engagement tactics

8. Future technology: Where to invest?

9. VoC strategies: Save on costs

10. Delight customers: Redefine your CX

Register Today

Get all the updates you need on making the move from traditional to digital to omni-channel

1-866-298-9343 ext 200

[email protected]


McDonald’s Canada // North Bridge Financial// Bell Canada // Cineplex // OLG // Royal Ontario Museum // TD Bank // Aveda Canada // BMO // Canada Goose // FedEx // Indigo Canada // Disney // Zappos // Starbucks // Cirque du Soleil // Dell // SUBWAY // Best Buy // Four Seasons // Maple Leaf Sports & Entertainment // JetBlue // HP // TELUS // McKesson // Hilton // Citibank // IBM // Capital One // Kohl’s Department Store // Brothers International // Walmart // Shred It // Via Rail // City of Calgary // Hydro One // Canada Post // City of Toronto // Government of Canada // BC Hydro // Translink // Ontario Ministry of Labour // Government of Saskatchewan // Treasury Board of Canada Secretariat // Mercedes-Benz // Metrolinx // Mountain Equipment Co-op // Scotiabank // Sirius Xm // Twitter

Join the LinkedIn Group: Digital Customer Experience Community

Follow and tweet @CXToronto to connect with other leaders attending #CXSummit18

Chief Customer Officer | CXO | COO | CMO | SVP/VP/Director, Customer Experience/Customer Care/ Customer Insight/Customer Service Operations | Head of Loyalty & Marketing

• Nurture a customer-centric culture and maximize performance

• Improve client satisfaction and increase retention

• Drive revenue and loyalty with next generation experiences

• Optimize channel integration and operational alignment

Executive Director | Director/Head of Customer Care/Citizen Service/Marketing/ Operations/Public Relations

• Implement best practices for citizen-centric services

• Build an efficient multi-channel CX

• Inspire a culture that emphasizes quality customer experience

• Improve service delivery and cost efficiency

CEO | VP/Director of Sales/Marketing/Business Development | Consultant

• Connect with decision-makers and million-dollar budgets

• Gauge market demands and customize your offers

• Build business relationships and be shortlisted on RFPs

• Drive innovation and benefit from industry growth

Private Sector: B2C & B2B

Public SectorConsultants, Service and Technology Providers:

Join the Conversation Before the Summit!

Who You Will Meet...

Join the Conversation: Digital Customer Experience Community Register Today by Calling 1 866 298 9343 x 200

8:30 AM Keynote Address: 360 CX Vision

Re-Thinking Your CX to Gain Market Share in a Changing World Successful organizations are re-examining their CX strategies in a dynamic market. Ensure your CX program enables your customer-facing staff to drive customer experience. Adopt best practices to:

• Establish a more fully integrated, holistic CX strategy to add value, loyalty and engagement

• Turn from a reactive to a pro-active CX strategy across mobile, website and social media

• Implement key lessons in change: How does the brand drive CX?

Realign your CX initiatives to drive future growth.

Anouk Vastert, Global Lead Customer Experience Strategy, Philips Services

9:45 AM Industry Expert: Digital CX Transformation

Adapt Advanced CX Tools to Reach Your Digital CX PotentialDigital transformation means examining your methods through a future looking lens. Decisions about how to manage digital change are tough to make. Collect ideas to:

• Map the best combination of mobile apps, processes, procedures, and technologies

• Ensure that your innovation delivers real value to customers and your bottom line

• Find more value in your existing legacy systems and ‘add-in’ digital technology

Prepare yourself for the future of CX by adopting the latest digital initiatives.

8:15 AM Opening Comments From the Chair

7:30 AM Registration and Breakfast

9:00 AM Panel: Omni-Channel

Meet the Demands of Your 24/7 Always-Connected Customers to Remain the Brand of ChoicePutting end-users at the centre of your multi-channel CX design can transform your business and achieve that elusive goal of a brilliant experience for every user. Acquire insights from other CX leaders to find your own moments of multichannel truth. Gain insights on:

• Where and when you miss the opportunity to delight and surprise your customer

• Which services and products are having the biggest CX impact • How to foster agility and a more robust CX strategy, which

facilitates change

Navigate your multichannel CX journey and be there for your customers across all touchpoints.

Tess Smith, Customer Success Manager, Amazon

Joseph Whitchurch, Head of Customer Experience and Innovation – Small Business Card, Capital One

Ranjit Sarai, Senior Director of Digital Strategy & Innovation, President’s Choice Financial

MON, APRIL 23rd, 2018DAY ONE

10:15 AM Morning Break

Benefits of staying at the hotel include…• Networking: Onsite social activities for conference

attendees and speakers

• Upscale Services and Amenities: Exceptional on-site dining, pool, and fitness centre

• Accommodations: Hotel rooms and suites feature deluxe bedding, high-speed Wi-Fi, and an ergonomic work area

Save travel time and money. Take advantage of our conference rate of $219.00/ night, plus taxes. Mention “CX by Strategy Institute” when you make your reservation by Monday April 2nd 2018, call 1-800-905-0667.

Location: Toronto Marriott Downtown Eaton Centre Hotel, 525 Bay Street, Toronto, Ontario, M5G 2L2 Canada

Your Conference Venue!

Reserve Your Room Today!Phone: 1-800-905-0667

SPECIAL GUEST RATES:

The Marriott Toronto Downtown Eaton Centre’s prime location in the heart of Toronto’s business district allows for easy access to

many corporate headquarters and to famous attractions like the CN Tower, Eaton Centre, and the Hockey Hall of Fame. Book your trip and discover the ultimate in contemporary lodging.

Toronto Marriott Downtown Eaton Centre Hotel


11:15 AM Case Study: Setting up a New CX Department

Lessons on Building a CX Team From Scratch Organizational transformation around best practice CX is the start of something new and exciting. Adopt robust and positive team approaches to ensure CX excellence at your organization. Gain insights to:

• Digitally and socially connect internally to CX• Improve internal alignment to compete better together• Harness innovation and team empowerment

Make your CX initiatives a reality by building a customer first organizational culture.

Gina Baillie,Director, Customer Journey Management, World Vision Canada

11:15 AM Case Study: Big Data

Navigate Your Data to Develop Impactful Insights Data and its challenges are not new, yet increasing volume, velocity, and a range of activities continue to present more complications. Ensure key sights at your company are heard above the noise. Discover how to:

• Use data to prioritize customers and test new products• Combine analytics with existing software • Produce actionable results

Collect, share and act upon your customers’ preferences.

Sebastian Stoessel,Big Data and Business Intelligence, Audi of America

11:45 AM International Case Study: Re-Designing CX & UX at the Sharp Edge

Navigate Across Multiple Regions and Diverse Needs in a Tight DeadlineUNICEF operates at the cutting-edge of international CX complexity. With new multichannel and digital staff demands across a fragmented world, budget has been allocated across resources to deliver UX and CX change. Hear how to use tight budgets to:

• Fast-track a new vision: Aligning needs across diverse content and channels

• Manage a new project in tight budget and urgent time pressures• Put vital measures, security and data analytics into place

Apply lessons of high-level, agile change in a commercial or non-profit environment.

Nadim Sayed,

Experience Leader & Architect, United Nations

11:45 AM Case Study: Using Big Data to Drive a True Customer 360 Experience

Leverage Data to Unlock Lucrative Patterns and Loyalty OpportunitiesBig data has been big news with companies busy using data technologies to solve business problems to gain a 360-degree view of the customer. This session turns a swell of data into precise insights to drive engagement, revenue and loyalty. Create a roadmap to:

• Craft actionable insights from your sea of data• Increase your adaptability and responsiveness towards

a 360 view• Open up to new insights to drive retention and loyalty

Create synergy between your firm’s data intelligence and CX efficiency.

Track 2: Data Analytics

Track 1: Driving CX Change

CHOOSE YOUR TRACK

This track is designed for professionals who are just starting to build new foundations for their CX initiatives.

This track is designed for CX professionals looking for a bigger and better data management approach to their CX initiatives.

10:45 AM Case Study: Design-Thinking & Simplicity

CX Innovation From Design Thinking & SimplicityManage the disparity between and ensure an efficient response to your future CX demands. Raise the bar to:

• Demonstrate a stronger link between CX innovation and ROI • Justify spending on new technology and balance against the cost of implementation• Manage cross-departmental collaboration to help drive value and ROI

Unleash an efficient and robust innovation strategy aligned to your current and future CX needs.

Register Today by Calling 1 866 298 9343 x 200 Follow us on Twitter @CXToronto #CXSummit18

Track 4: Automation & Real-Time Communication

Track 3: Voice of the Customer

1:15 PM Case Study: Wayfair

Pinpoint Flaws in Your Customer Experience Strategies From Merchandising to DeliveryCustomer interactions across multiple touchpoints continue to produce challenges in creating the personalized experiences consumers demand. Plug the gaps in CX excellence at every touch point. Master the success factors to:

• Enhance customer engagement online• Strengthen your post-purchase experiences• Boost your e-commerce revenue potential

Ensure your CX remains a key differentiator across all silos.


1:45 PM Industry Expert: Insights From VoC

Improve Your VoC Programs to Increase Customer Engagement Research shows best-in-class Voice of Customer users enjoy an annual company revenue increase 10 times greater than average.Hone your VoC processes to drive innovation. Develop a blueprint to:

• Incorporate your VoC insights throughout the organization to enhance processes

• Optimize your resources by identifying key communication channels

• Increase your response time to improve customer retention

Boost your VoC programs to increase your ROI.

1:15 PM Case Study: Chatbots

Augment Your CX With Chatbots to Increase Your Efficiencies and Responsiveness 1.4 billion people interact with a chatbot yearly, and that number is expected to continue to rise. Optimize the real-time 24/7 capabilities and efficiencies of automated conversations for your firm. Walk away with an action plan to:

• Create buy-in for process improvements • Expand service capabilities to meet customer demands

at anytime• Improve your resource allocation to reduce costs

Produce superior customer experience while streamlining your costs.

1:45 PM Industry Expert: Automation

Ensure Excellent CX While Embracing AutomationEmploying technology to streamline can create numerous benefits, yet any automation must reinforce the pillars of your current CX. Establish an efficient automation process to maximize your ROI. Create a roadmap to:

• Minimize gaps and improve brand advocacy• Provide relevant multi-channel service to secure your

customer loyalty• Amplify your customer experience reach to new customer bases

Increase your efficiency while retaining superior customer service.

This track is designed for professionals who are looking to further fully explore the impact the voice of the customer has on your CX efforts.

This track is designed for professionals looking to better embrace and understand how machines, robots and AI are making CX real-time 24/7.

12:15 PM Networking Lunch

Great balance of diverse studies and approaches that, in the end, converge to critical success factors.”

Howard Calvert, Director, Customer Service, Canada Post

Speed networking was great, very engaging. I am very happy to be a part of this experience.”

Howard Holder, Manager, Client Care, Ontario Pension Board

Register Today by Calling 1 866 298 9343 x 200 Register Online at www.CustomerExperienceCanada.com

PLENARY SESSIONS CONTINUE

3:15 PM Panel: Silo Busting

Change From the Inside-Out: Corporate CX Silos – Identifying BottlenecksCX fails for several reasons; however, the most commonly quoted reason is the damage caused by siloed business units. Overcome a disjointed view of your customer with a cohesive unit. Hear how to:

• Discover hidden silos within your own organization • Build a culture that embraces change and disruption to unify

CX teams• Relate internal change to measurable CX success externally

Bridge silos to deliver a more seamless external customer experience.

Keia Cole, Head of Strategy | Customer Experience Group, MassMutual

Nir Kumar, Project Lead, Customer Experience Transformation, Bombardier

Brent Reynolds,Chief Customer Experience Officer, Capital One Canada

Arthur Borkwood,Head of the Customer Development Department, TTC

2:15 PM Industry Expert

Step Change InitiativesForward thinking organizations are embracing innovation in customer service. Create a blueprint to:

• Discover where to use the latest transformation tools alongside CX initiatives

• Pinpoint which technology developments improve your CX services: From the inside out

• Use partnerships to increase integration and CX

Ensure all CX interaction with your partners is consistent and positive.

4:30 PM Start-Stop-Continue

5:00 PM Conference Adjourns to Day Two and Evening Reception

DAY TWO

8:15 AM Opening Comments From the Chair

7:30 AM Registration and Breakfast

8:30 AM Opening Address – Driving CX Transformation

The Blueprint for Driving Customer-Centric Change Across Your OrganisationCustomers are no longer willing to accept subpar experiences from the companies they work with. Companies that rate only “average” or “good” at CX risk losing their share of the market in an increasingly competitive world. Hear a leading CX professional share The Four Customer Experience Core Competencies that companies must master to drive CX success:

• Purposeful Leadership: Operate consistently with a clear set of promises

• Compelling Brand Values: Deliver on your brand promises to customers

• Employee Engagement: Align employees with the goals of the organisation

• Customer Connectedness: Infuse customer insight across the organisation

Prepare your organization to succeed at CX and meet its business goals.


9:00 AM Panel: Measuring CX

Improve Your Metrics to Understand Customer Needs and Improve Their Future Experience Customer experience measurement is now a mainstream and accepted way of pinpointing what you are doing right – and where you can improve. Improve your responsiveness by anticipating customer needs through data analysis. Generate a plan to:

• Track customer behaviour across an emerging digital landscape• Discover the pros and cons of surveys to measure

customer satisfaction• Better understanding web analytics from intent to abandoned

shopping basketsBeat your competition to new growth opportunities using valuable customer insights.


Michael Ruic, Customer Service, IT Cosmetics, L’Oreal Luxe

Tanya Kinney, Performance Optimization and Measurement – Digital Customer Experience, Irving Oil

Jennifer van der Valk,Managing Director, Marketing and Digital Strategy, Ontario Government

2:45 PM Afternoon Break

4:00 PM Keynote: Driving Diversity Across CX

Extending the Reach of Employee CX Engagement Programs to Partners and ContractorsEmployee Engagement is critical to any CX journey. Simply put: Engagedemployees offer great customer experiences, disengaged employees don’t. Discover what Oxford is doing to extend their Engagement efforts beyond their own employee base to take their already strong CX program to the next level.

• How to engage your own employees• How do you design an effective contractor team programme • How to empower/enable third party partners to voice your cx message

Roger Pugsley,Director, Customer Service Excellence, Oxford

9:45 AM Industry Expert: Mapping Engagement

How to Bridge Engagement Gaps to Improve CX ConsistencyDelivering consistent, strong customer engagement is one of the most common challenges. Identify:

• The major approaches to bridging the silos of CX experience and engagement

• Causes of frustration at key moments of customer engagement• How to use Customer Journey Mapping to deliver a unified,

omni-channel customer experience

TUES, APRIL 24th, 2018

Register Today by Calling 1 866 298 9343 x 200 Register Online at www.CustomerExperienceCanada.com

11:15 AM Case Study: Mobile Apps

Automate Mobile Engagement and Improve Your CXBusinesses that adopt a more layered approach to a digital customer experience are the ones to watch in the future. The key is to design a bottom layer of CRM data, and above this add processes and workflows optimized for a more connected customer focus. The emergence of mobile apps and connected cars offer some insight into this concept. Create a roadmap to:

• Build personalized engagement through mobile, connected apps• Decide which services to include and automate• Design a mobile app which supports other CX initiatives and

loyalty programsTake a focused and agile approach to CX on the move.

11:15 AM Case Study: Toyota Canada

Build an Online Customer Panel Program That Harnesses VoC to Drive Business DecisionsNot all customers follow your journey map as planned, and you need to be prepared for this. In this interactive session, you will share and discuss the greatest obstacles facing your organization’s CX strategies. In small groups, explore best practices, innovations and ideas to:

• Create the optimum size, opt-in/opt out and survey criteria • Plug information gaps in research and help business

departments build better strategies• Harness your VoC feedback to engineer changes to products,

processes and ultimately CX

Find out how to build the best in class online-panel community for CX data.

Stacey Metcalfe, VoC Strategy & Planning Manager, Toyota Canada

Track 2: Surveys

Track 1: CX Channel Transformation

CHOOSE YOUR TRACK

This track is designed for CX professionals looking to better manage the multichannel CX puzzle.

This track is designed for seasoned CX professionals looking for advanced strategies to strengthen their CX feedback.

11:45 AM Industry Expert

Manage Personalization Across All CX TouchpointsPersonalization has become the new battleground. When implemented across multichannels, it becomes more complex. Generate a plan to:

• Build a more rewarding, personalized shopping experience across all channels

• Change tactics according to different channels• Use personalization to grab your customers’ attention and

convert them into a loyal brand advocate

Combine personalization with multichannel CX.

11:45 AM Industry Expert

Use Surveys to Guide Real-Time Customer DecisionsCustomer feedback is now online in real-time with dashboards and customizable reports. But can instantly viewable feedback truly lead to better CX? Discover ways to:

• Make “one view” of the customer available in real-time• Allow feedback to empower front-line staff at the point of purchase• Build ways to incentivize customers

Understand your customers better and build real-time relationships.

12:15 PM Networking Lunch

10:45 AM Morning Break

Register Online at www.CustomerExperienceCanada.comRegister Today by Calling 1 866 298 9343 x 200

2:15 PM Afternoon Break

PLENARY SESSIONS CONTINUE

1:15 PM Case Study: Loyalty

Best Practice Customer Engagement Strategies for Better Retention and Enhanced LoyaltyBuilding and maintaining a loyal customer base through requires a process centered on deepening customer engagement. Construct a model to improve your engagement capabilities – and attract loyal customers for life! Implement processes to:

• Build engagement through personalization and best practices• Contains the right message, in the right channel, at the right time• Harness feedback and CRM and campaign reports to discover

CX do’s and don’ts• Breaking down internal silo’s for win-win situations

Increase customer retention, loyalty and lifetime value - all while building brand equity.

Jaspreet Sandhu, Loyalty and Engagement Director, Toronto International Film Festival

1:45 PM Interactive Session

Birds of a FeatherGain insights from your industry peers and benchmark your organization against others in this interactive session. Delegates will be divided into informal discussion groups centred on a variety of topics related to digital customer experience. Topics to be discussed include:

• Personalization• Journey mapping• Mobile• Automation and AI• Data analysis

“Flock together” to brainstorm innovative approaches to your most pressing challenges.

3:45 PM Start-Stop-Continue

The afternoon will wrap up with a discussion on what to start, what to stop and what to continue doing in your organization.

4:00 PM Conference Adjourns

2:45 PM Case Study: Driving ROI Across CX

Designing CX Responses Which Generate Revenue and Better Customer OutcomesTrailblazing companies are designing customer experiences win hearts and minds, the best organisations are accelerate customer centricity whilst keeping within a tight budget. Gather practical insights into:

• How to be there across all touchpoints for all: practical ways to enable and engage

• Clever ways to respond to different CX needs: reaching across all parts of your customer base

• Key budgetting lessons and technology implications for the future

Improve the delivery of your services to connect with a wider audience on time and within budget.

3:15 PM Keynote: Key CX Trends

Benchmark and Build a Future Strategy for Organizational CX Excellence

Achieve a 360 vision into CX innovation, customer experience design and data. This workshop is designed for CX professionals seeking greater insights into how to use journey mapping to enable value-driven change.

Gain a competitive-edge and insight into how best practice journey mapping tools using data analytics and business-led mapping techniques can translate into remarkable CX.

Strategize to:

1. Design a bird’s eye view of your entire customer’s journey

2. Use data to identify your CX shortcomings and use more relevant KPIs

3. Integrate touch-points and proven business benefits

4. Discover business intelligence from shop floor to digital

5. Build a robust CX journey grid: key stages to end goal

Map your entire journey to gain bigger leaps in CX success.


Post - Conference

Master Class Workshops!

Get more from your conference experience! Join our highly focused, hands-on workshops, led by carefully selected industry experts.

Wednesday, April 25th, 2018

Customer Journey Mapping: Data & Best Practices

Accelerating Change From a Traditional to a Newly CX-Centric Company

Workshop B - 1:30 PM to 4:30 PM

Workshop A - 9:00 AM to 12:00 PM

Driving corporate digital transformation, which places budget at the heart of CX.

This workshop is designed for CX professionals from traditional organizations who want digital change faster, better and more successfully against a tight budget.

Drive change, which breaks the mold from a traditional top-down company to one that places speed, security and technology at the core of collaborative CX.

Change solutions to:

1. Integrate across silos, projects and business lines

2. Adopt a more agile and faster-tracked change model

3. Gain maximum end-user staff buy-in: Employee engagement

4. Test prototypes and experimental models more efficiently

5. Match short term goals to long-term digital gains

Map your entire journey to gain bigger leaps in CX success.

Nadim Sayed, Experience Architect, United Nations


We would like to thank our Executive Advisory Board for their time and efforts on helping make this the best Customer Experience Summit Yet!

Anouk Vaster, Global Lead Customer Experience Strategy, Philips Services


Paul Mullins, Head of Customer Value Management (Products and Propositions), HSBC

Gina Baillie Director, Customer Journey Management, World Vision Canada

Keia Cole, Head of Strategy | Customer Experience Group, MassMutual

Nadim Sayed, Experience Architect, United Nations


Sue Duris, Lead Committee Member, CXPA

Tess Smith, Customer Success Manager, Amazon

Stacey Metcalfe, VoC Strategy & Planning Manager, Toyota Canada

Advisory Board!

OUR 2018 YOUR FACULTY OF

TOP CLASS SPEAKERS INCLUDES…

Joseph Whitchurch, Head of Customer Experience and Innovation – Small Business Card, Capital One

Nir Kumar, Project Lead, Customer Experience Transformation, Bombardier


Michael Ruic, Customer Service, IT Cosmetics, L’Oreal Luxe

Tanya Kinney, Performance Optimization and Measurement – Digital Customer Experience, Irving Oil

Jaspreet Sandhu, Loyalty and Engagement Director, Toronto International Film Festival


EVENT SPONSORSHIP & EXHIBIT OPPORTUNITIES AT CANADA’S LARGEST CX SUMMIT!This is the only event in North America to draw delegates from across all industries to brainstorm digital CX solutions. Take advantage of keynote sessions, case studies and panels to initiate thoughtful conversations with leaders.

TOP 5 REASONS TO SPONSOR

1. Join the largest and longest-running CX Strategies event in North America

2. Meet hundreds of delegates who have CX implementation as a top priority

3. Promote your products and service offerings to make your brand top of mind

4. Demonstrate your thought leadership to key decision-makers

5. Increase your brand recognition across CX professionals

*Limited exhibit space and sponsorship packages are available.

Chief/VP/Director of Customer Experience: 33%

Chief/VP/Director of Marketing: 21%

VP/Director/Head of Customer Service/ Customer Care: 16%

VP/Director/Head of Operations: 13%

CEO/President/VP: 9%

Other: 8%

Who You Will Meet...

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1617

18

SOLD

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SOLDSOLD

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THOUGHT LEADERSHIPOPPORTUNITY

FOOD & BEVERAGE

NETWORKING & DIALOGUE

SOLD

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Don’t Miss This Opportunity to Be at the Centre of the Action!

To learn more, contact Simon Wren at 1-866-298-9343 ext. 229 or email [email protected].*Limited exhibit space and sponsorship packages are available.

Connect With World Leading Customer Experience Professionals

Find Answers To Your Biggest Challenges

Attendee Breakdown:



ATTENTION MAILROOM: If undeliverable to addressee, please forward to: Cheif Customer Officer, CXO, COO, CMO, Head of Customer Experience, Customer Service, Loyalty & Marketing

Registration fee: Subject to 13% HST. This investment includes luncheon, refreshments, networking breaks, continental breakfast, and original course materials. Payment is required in advance and can be made by company cheque, VISA, MasterCard, or American Express. Please make cheques payable to Strategy Institute Inc.

Early Bird special: Expires on February 16, 2018 & March 23, 2018. Cannot be used with group discount.

Group Discount: A Group Discount is offered for this conference (not in combination with any other offer). To be eligible for the Group Discount, delegates MUST register at the same time. The total discount per delegate (including applicable group discounts, etc.) MUST not exceed 25% of the regular conference costs.

Cancellations: Cancellations must be received in writing by April 9th, 2018. Cancellations received by this date will be eligible for a prompt refund less a $495.00 (plus HST) administration fee. If you register for the program and do not attend, you are liable for the full registration fee unless you cancel according to the terms stated above. If you are unable to attend, delegate substitution is permitted up to, and including, the day of the conference.

Admission Policy: Strategy Institute reserves the right to restrict entry to the conference to any individual. Any such person requested to leave the conference site shall do so immediately upon request, whether previously issued a badge permitting entry. There is no refund payable with respect to anyone refused entry. Any information obtained at the conference cannot be relied upon for any particular set of circumstances, cannot be taken as professional advice or opinion. Attendees must consult with the appropriate professional before acting in response to information obtained at the conference.

Evening Social Activities: Please drink responsibly. Strategy Institute shall not be liable for any consequential damages and/or personal injuries caused by excessive or irresponsible alcohol consumption.

4 EASY WAYS TO REGISTER

Tel: 1-866-298-9343 ext. 200 Email: [email protected] Web: www.CustomerExperienceCanada.comMail: Strategy Institute, 401 Richmond St, West Suite 401 Toronto, Ontario M5V 3A8

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Conference + 2 Workshops

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$595 - EACH

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SAVE $100Register by March 23rd

GROUP BOOKINGS: RECEIVE 25% DISCOUNT. REGISTER FOUR DELEGATES AND EACH PERSON WILL RECEIVE A 25% DISCOUNT

CONFERENCE CODE: 118007

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OPTIMAL CX:

MondayApril 23rd, 2018

TuesdayApril 24th, 2018

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re-think your cx to deliver fresh and engaging moments ... cx event in canada. achievements and...

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