Agenda - Day 2

Please note that all times listed are EST (Eastern Standard Time)

There are no agenda items with this track

10:00 am

Enter Networking Lounge, Connect with your Industry Colleagues

Start your day off right and make connections with industry leaders.
Join “drop-in” roundtables discussing current and relevant topics.
Schedule 1-2-1 video meetings with peers or vendors.
Gather essential content and get exclusive offers at virtual exhibit booths.

10:55 am

Welcome from your Host

Gain insight into today’s sessions so you can get the most out of your experience and maximize your value. Discuss yesterday’s highlights and map out your day!

JIM TINCHER

Founder & Chief Executive Officer

Heart of the Customer

11:00 am

FIRESIDE CHAT: BMO FINANCIAL GROUP

Focus on Customer Loyalty

In a fast paced digital world, maintaining customer loyalty is crucial, more than ever before. Learn how BMO’s approach towards customer experience is helping in gaining customer loyalty. Create a roadmap to:

· How to adjust to the new human + digital changes

· Transforming learning to tangible progressive plans

· Adopt best practices for better customer experience

Create personalized and relevant experiences to develop brand connections and ultimately brand loyalty

Manisha Burman

Head, Workforce Strategies and Client Experience, ...

BMO Financial Group

11:30 am

CASE STUDY: MEDELA

Digital Transformation and Employee Experience during the Global Pandemic

The global pandemic has had an immense impact on organizations around the world, transforming how they connect with their employees and customers. Learn how the transition to digital during work from home was handled by Medela. Get insights how to:

· Manage and engage teams internally to achieve the joint goal of positive customer experience

· Equip employees with best skill-set for dealing with unexpected queries

· Creat shared sense of purpose to achieve unmatched customer experience

Create the workplace culture that attracts positive experience for both employees and customers.

Camelia D. Hayman

Director, Customer Service Excellence

Medela Canada

12:00 pm

SPONSOR INDUSTRY EXPERT: DIGITAL-FIRST CX

Embody a Digital-First Mindset to Revitalize the Customer Experience

Digital transformation is forcing companies to change their business models and adapt to the new market reality. Adopt innovative technology to keep up with the new “always-connected” customer and deliver an unmatched customer experience. Create a roadmap to:

· Pinpoint and overcome obstacles to your digital transformation

· Replace legacy systems to streamline your digital customer experience

· Break down internal silos and leverage digital team members cross-functionally

Transform your customer experience with a digital-first strategy.

John Finch

VP of Enterprise Product Marketing

Zendesk

12:30 pm

PANEL: DIGITAL AND MOBILE PATHS

Digital & Mobile Paths to a Frictionless CX Digital Transformation

Customers are most influenced by brands that are relevant, convenient and immediate in the delivery of everything from products to customer service. Provide individualized customer experiences while removing friction on all platforms. Discover how to develop websites, content and design to satisfy a world where no two customers have the same preferences or expectations. Optimize your digital and mobile strategies by:

Uncovering new possibilities in mobile-first design
Building trust and consistency throughout the digital journey
Creating better contextual content and experiences that delight customers in all ‘moments’

Drive your customer experience using improved digital and mobile paths.

Lori Laflin

Vice President, Digital Customer Experience

Compeer Financial

Doug Roerden

Head of Experience Design

FM Global

Jerri Helms

Vice President, Digital Marketing and Analytics

Harper Collins

Christine Berglund

Senior Director, Data Experience

Capital One

1:15 pm

FIRESIDE CHAT/CASE STUDY: EXCEPTIONAL CUSTOMER JOURNEYS

How CX Digital Transformation is a Catalyst for Exceptional Customer Journeys

There are many challenges to achieving highly effective customer journeys and digital transformations. Optimize your customer experience digital transformation by focusing your initiatives on customer journeys. Gain insight into how you can:

Transform your organization through real-world & practical initiatives
Leverage both direct and indirect customer feedback across the entire journey
Secure buy-in from customers and your team

Improve you customer journey through a more effective CX digital transformation.

Jasika Khukh

Director, Client Experience

Fiera Capital

1:45 pm

CASE STUDY: SELF-SERVICE

Increase Organizational Efficiency and Empower Customers with Self-Service

In today’s world, customers are in the driver’s seat — as their need for digital transactions increase so do sales. Maximize customer satisfaction and loyalty while enhancing organizational efficiency with new self-service programs. Source practical tips to:

· Reduce response time, and solve customer challenges more quickly and cost-effectively

· Strike a balance between self-service and human interaction

· Design an easy-to-use self-service portal with clear instructions and resources

Harness the power of self-service to boost efficiency and save costs.

Anna Foat

Director, Global Digital Transformation Office

Sun Life Financial

2:15 pm

NETWORKING BREAK

Build Relationships and Visit Virtual Booths

Expand your network and exchange expertise with your peers. Take advantage of our intuitive platform to deepen your knowledge and connect with industry leaders and experts.

Pose your biggest questions to leading solution providers through 1:1 video conversations or chat.
Join “drop-in” roundtables in the networking lounge and make connections that last beyond these two days.
Experience live demos and test drive new technology. Source leading-edge content from virtual booths.

2:45 pm

FIRESIDE CHAT: #RELATIONSHIP GOALS

How to Define the Relationship with Your Customers

Increasingly, “experience” is more important than product or price when it comes to retaining customers. By taking a customer-first focus (in other words, “defining the relationship” with your customers), you can identify key decisions—even those deemed unscalable—that become critical to growing your business. Take away an action plan on how you can:

Apply customer data from the entire lifecycle to personalise campaigns
Inform live conversations at later stages of the customer journey
Learn how to grow their business by focusing on customer feedback to set the roadmap for the future

Dutta Satadip

Chief Customer Officer

ActiveCampaign

3:15 pm

FIRESIDE CHAT: DIGITIZING BUSINESSES

Digitize Your Business and Gain a Competitive Edge.

Digitizing your business is essential to its continuing success, but it can be hard to pinpoint which projects and investments deserve your attention. Learn how to approach a digital transformation to ace the process. Get insights to:

· Which common pitfalls to avoid

· How to sustain innovation

· Identify success characteristics

Explore the path to your smooth business digitization

Ramzi Rahbani

Vice President, Product

ExperiencePoint

3:45 pm

CASE STUDY: DESIGN UNIQUE DIGITAL EXPERIENCES

How to Utilize Customer Insights to Design Exceptional Digital Experiences

In a crowded marketplace, companies must offer experiences that are truly exceptional to influence buying behaviour. Capture real-time customer insights to drive targeted solutions by having your clients at the table. Adopt best practices to:

Identify human-centred design approaches to provide unique insight
How to validate solutions for differentiation
Different ways to pressure test solutions for impact

Bolster your digital experiences with fresh and real-time customer feedback.

Patrick Bach

Director, Service Design

CIBC

Maya Shapiro, PhD

Senior Manager, Human Insights and Service Design