Customer Experience2012

www.customerexperiencecanada.com

Hear from these Leaders:

Peter Aceto, President and CEO, ING DIRECT Canada

Stephen Platt,Director - Guest Experience,WestJet

Alonda Williams, Senior Director of Marketing, US Enterprise and Industry Group, Microsoft

Giovanni Tavani, Senior Manager of Social Media, Dell

Jim Nicholson, Director of Customer Care, BC Hydro

Source solutions from 11 NATIONAL and INTERNATIONAL leaders:

1. ING DIRECT Canada2. WestJet3. Microsoft4. Dell5. Intuit6. BC Hydro

Source 10 solutions to deliver customer experience excellence:

1. Achieve strategic alignment across corporate silos2. Deliver consistent omni-channel customer connections3. Manage social conversations effectively4. Incorporate customer needs into your product development5. Improve operational efficiencies while meeting customer expectations6. Translate the voices of customers into actionable strategies7. Align employee incentives with customer experience objectives8. Integrate mobile into your overall CE strategy9. Determine your success indicators and measure accordingly10. Explore new opportunities in the future of customer experience

7. De Beers8. Mobilicity9. Oxford Properties10. AIMIA 11. Temkin Group

Achieve Strategic Alignment | Manage Social Conversations | Execute on Customer Insights

Seamless Omni-Channel Experiences | Back Office Integration | Customer-Driven Product Innovation

Tuesday, November 13th and Wednesday, November 14th, 2012 | Shangri-La Hotel Toronto

CustomerExperienceStrategies Summit

Canada’s TopCustomer

Experience

Event!!

Platinum Sponsor: Gold Sponsors:

Partners:Bronze Sponsors: Supporting Sponsors:

Source 10 solutions to deliver customer experience excellence:

1. Achieve strategic alignment across corporate silos2. Deliver consistent omni-channel customer connections3. Manage social conversations effectively4. Incorporate customer needs into your product development5. Improve operational efficiencies while meeting customer expectations6. Translate the voices of customers into actionable strategies7. Align employee incentives with customer experience objectives8. Integrate mobile into your overall CE strategy9. Determine your success indicators and measure accordingly10. Explore new opportunities in the future of customer experience

Our conference differentiators:

1. CEO presentation2. Nine exclusive case studies and insights3. Industry-vetted, highly requested speakers4. History of distinguished delegates5. Limited number of participants to facilitate quality face-to-face

interaction

Take this opportunity to see how your peers are doing; share your experiences and exchange ideas and strategies! If you want to meet with your peers in the field and form valuable alliances, this is your best opportunity this year.

Fully integrate your customer experience strategies across the organization. Align your organization to deliver customer experience excellence.

Now that you have created your customer experience vision, you need to put your strategies to work. Overcome roadblocks in aligning operational processes and employee incentives to enable a seamless experience. Plus, meet the customer’s needs from the get-go by incorporating product design and development into the mix.

Customers now drive your business decisions. They are taking the reins on what they expect from their experiences with you at anytime, anywhere. Ensure your organization is strategically aligned to deliver on your customers’ needs.

Through dedicated case studies and interactive sessions, you will come away with actionable insights on how to improve your customers’ experiences continuously. Benefit from the diverse approaches brought to you by world- renowned speakers from across North America and beyond!

Whether you are a multi-national corporation or a small-medium enterprise, B2C or B2B, there is an urgent need to put the customer first to remain competitive in the constantly evolving market landscape.

Your next step: This conference!

Register Today – Space Is Limited and Sure To Sell OutDon’t miss your chance to participate in these critical discussions and to network with the leaders in this rapidly growing field. Register for our limited spaces by calling 1-866-298-9343 or emailing [email protected] today.

Source solutions from 11 NATIONAL and INTERNATIONAL leaders:

1. ING DIRECT Canada2. WestJet3. Microsoft4. Dell5. Intuit6. BC Hydro

Emulate their success. Establish your organization as the next leader in customer experience! Register now, as this event is sure to sell out!

7. De Beers8. Mobilicity9. Oxford Properties10. AIMIA 11. Temkin Group

Source practical strategies from

the most celebrated visionaries in customer experience across multiple industries.

HEAR from leading blue-chip companies from across North America. Attend this high-level summit specifically designed for the following:

Financial Services, Retail, Telecom, Hospitality, Transport, Utilities, Technology, Automotive, Pharmaceuticals, and HealthcareCEO | CMO | Chief Customer Officer | VP/ Director of Customer Experience/ Strategy/ Loyalty/ Engagement/ Insight | Head of Marketing/ Brand/ Operations | Customer Care/ Service

• Strengthen your marketing promise and brand experience• Engage your employees and build a customer-centric culture• Devise a strong framework for your customer experience

model• Master engagement strategies in social media

Municipal, Provincial, and Federal Government Departments; Universities, Utilities, Crown CorporationsPresident | EVP | Director/ Head of Customer Experience/ Marketing/ Operations/ Public Relations

• Create quality citizen experiences across multiple channels• Sharpen your engagement skills with strong proactive

strategies• Implement best practices at your contact centre• Build upon innovative trends in the future of citizen experience• Unravel the secrets of driving citizen-centricity into your culture

CEM/ EFM/ VOC/ CRM/ Measurement/ Management/ Strategy Consultants, Software Providers, Marketing and Interactive Agencies, and Industry StakeholdersDirector/ VP of Sales/ Marketing/ Business Development | Consultant

• Network with top industry professionals • Connect with key decision makers and million-dollar budgets• Be shortlisted on RFPs• Identify opportunities and trends in Canada• Drive innovation and progress

Customized Sponsorship and Exhibitor Packages

Utilize exhibit booths and the speaker podium to showcase your firm’s solutions to an aware and receptive audience. Select sponsorship packages are still available. To learn more, contact Scott Carter at 1-866-298-9343 x 229, or email [email protected].


Don’t take our word for it, This is what your peers had to say about past-related events:

“My biggest challenge has been articulating my vision and goals to our executive team to obtain their buy-in on my plan and I’ve gathered today some great information and data that I cannot wait to bring back.”

Julie Daigle, Manager of Customer Experience Programs, Nissan/ Infiniti Canada

“Contextual insights and experiences.”

Gustavo Mothe, Head of Customer Strategy & Innovation, Sanofi Canada

“Lots of great context for Customer Experience practitioners.”

Mary Kirby-Gall, Director of Customer Experience, Canada Post

“Passion, good insights, practical data.”

Josee Bourdages, Interim VP of Customer Relations, Fido Solutions

Send THREE delegates and the 4th delegate attends for FREE!

(See Back Page for details on Group Discount)

Attend forFREE!

1-866-298-9343 | [email protected]

7:15 AM Registration and Continental Breakfast

8:15 AM Opening Comments From the Co-Chair

David Jensen,Partner Markets and Customer Practice, Monitor Group

Alex Kinnebrew, Senior Innovations Strategist, Doblin (a member of Monitor Group)

8:30 AM Opening CEO Keynote: ING DIRECT Canada

Rethink Your Customer Experience: To be Truly Customer Centric Requires a Culture Shift in Your Organization Great customer service doesn’t just come from projects and initiatives, it comes from a true customer-focused culture. Hear from a CEO on how to drive customer experience transformation from within and the results achieved.

• Understand why organizational culture is the only way to truly be a leader in customer experience

• Find out how technology, social media, simplicity, and transparency contribute to customer experience excellence

• Gain insight into the fundamentals of creating a customer focused culture

Learn how technology, social media, and transparency are now key elements to winning customer experience.

Peter Aceto, President and CEO, ING DIRECT Canada

9:15 AM Strategic Alignment

Creating Alignment Across Your Organization to Achieve Customer Experience ExcellenceOrganizational alignment facilitates improved collaboration for the common goal of customer focus. In this session, gain a cross-disciplinary perspective on how to:

• Coordinate customer-facing functions with “behind the scenes” departments, including operations, IT, HR, finance, and legal

• Incorporate customer focus into your corporate strategy development

• Align policies, processes, metrics, and incentives for every department

Put your company on the path to customer experience success through strategic alignment across corporate silos.

Stephen Platt,Director - Guest Experience,WestJet

10:00 AM Mid-Morning Networking Break

Interact with conference speakers and fellow attendees.

10:30 AM Interactive Delegate Workshop

Putting Your Customer Experience Strategies Into Practice – A Framework for Activating Your Customer, Culture, and Brand ExperienceThis interactive session will provide delegates with an approach for moving their customer experience efforts beyond strategy and towards implementation and enabling your organization to become who you say you want it to be. Using discussion, facilitated activities, and a structured framework, this session will also provide the context to connect other topics being covered throughout the conference.

Specifically, this session will cover:

• Designing the ideal experience – adapting your processes and policies to align with your ideal customer experience

• Activating your culture – how purpose is integral to driving your employee and customer experience

• The employee journey – leveraging employee experience to create advocacy from inside your organization

Come prepared for an engaging conversation so you can leave the conference with key actions to implement your customer experience strategies.

MODERATOR:

Michael Mattalo, Managing Director, FifthP

11:15 AM Social Media

Inside Intuit: Effectively Managing Social Conversations to Strengthen Customer Connections Social media will likely remain a venue for conversations and a prominent component of the customer engagement ecosystem. This session will explore how to improve your customers’ social experiences continuously.

• Building a strong customer community – quality or quantity?• Aligning employee engagement with customer engagement

– how to utilize social media internally • Mitigating potential risks in social media

Take away key strategies to enhance your social customers’ experiences.

Adrian Parker, Head of Social, Mobile, and Emerging Media, Intuit

ONE Tuesday | Nov. 13th, 2012

DAY


12:00 PM Networking Luncheon

Join the conference speakers and your peers for a relaxing luncheon.

1:15 PM Metrics

New Metric, New Program: What Could Possibly Go Wrong?Keeping measurements consistent and integrated across business units is crucial, especially when conducting new customer research for a previously unexplored segment. How can you prepare your organization for adapting new metrics while ensuring its integration and deployment? This session will examine:

• Challenges in launching enterprise-wide research programs for under-explored customer segments

• Key techniques and processes for customer experience measurement integration and deployment

• Moving beyond the baseline year of measurement and communication of results

Take away practical lessons on preparing your organization for new research programs and new metrics.

Tim McCutcheon,SVP, Research & Operations,Market Probe Canada

Wendy McIntyre,Director, Market Insights,Sun Life Financial

2 :00 PM Cross-Channel Experience

How to Deliver a Consistent and Seamless Omni-Channel ExperienceEnsuring consistency across touch-points is one of the most difficult parts of customer experiences. Take away these strategies on creating a seamless connection with your customers.

• Align brand message with channel strategies• Acquire, grow, and retain omni-channel loyalty• Engage at all stages and channels throughout the customer

lifecycle

Come away with actionable insights on how to ensure consistency across all channels of experience.

Alonda Williams, Senior Director of Marketing, US Enterprise and Industry Group, Microsoft

2:45 PM Mid-Afternoon Networking Break


3:15 PM Digital Strategy

Good Digital Strategy Needs Real Users: Ensuring Your Digital Strategy Aligns With Real World NeedsKnowing where your organization will exceed customer expectations means knowing where your digital strategy is taking you. In this session you will gain insights on understanding user needs and translating that into a cross-channel digital strategy.

• Gain real customer insights through a strategic approach to user research

• Ensure you are using the right research techniques to deliver on your needs

• Align your company’s goals and user’s goals through cross-channel touchpoints

• Define your approach to digital proactively, ensuring tactical relevancy

Learn how can you define and own your digital strategy, before someone does it for you.

Anthony Hempell, Director, User Experience,UX Guys

Tara FranzDirector, User Research,UX Guys

4:00 PM Case Study: BC Hydro

Moving a Generation: Integrating Customer Expectations into Your Operational ProcessesBC Hydro has kept up with changing customer expectations through their “Next Generation Move In” and “Move-In Move-Out” initiatives. Through these processes, they are also able to meet their goal of continuously improving operational efficiencies. In this session, BC Hydro will share what they have learned in moving the customer experience from phone calls to online.

• Increasing operational efficiencies through migrating customers online

• Overcoming challenges in service modification from calls to online experiences

• Meeting the demands of the new generation

Emulate BC Hydro’s success in changing their operational processes to meet the next generation’s expectations.

Jim Nicholson, Director of Customer Care, BC Hydro


8:45 AM Opening Keynote: Temkin Group

Overview: Current State of Customer Experience and Future Outlook While customer experience has gained more recognition in recent years, it is still evolving and can be difficult to master. Benchmark against the current state of customer experience and anticipate future developments in this area. This session will cover:

• The state of customer experience in Canada compared to the US• The top three challenges in customer experience programs• New opportunities for both B2B and B2C organizations• Where customer experience will be in the next three to five

years

Arm yourself with critical market information to guide your strategy and planning.

Bruce Temkin, Customer Experience Transformist & Managing Partner, Temkin Group; Chair, Customer Experience Professionals Association

9:45 AM Case Study: De Beers

Delivering Superior Experiences Through Customer-Driven Product InnovationExperience design plays a crucial role in aligning customer-centricity between departments at different stages of the customer journey. This session will provide a framework on how to facilitate your experience design, development, and innovation.

• Devise a customer-centered design framework for your experiences

• Leverage customer data to guide product and service improvements

• Align customers’ current and future needs with product and service development and innovation

Incorporate customer-centricity into your design and development processes.

James Ross, Head of Corporate IT & Facilities (Canada), De Beers

7:30 AM Registration and Continental Breakfast

8:30 AM Opening Comments From the Co-Chair

David Jensen,Partner Markets and Customer Practice, Monitor Group

Alex Kinnebrew, Senior Innovations Strategist, Doblin (a member of Monitor Group)

4:45 PM

Future Feedback: Creating the Winners of the Experience EconomyThe needs and expectations of your employees and the experience they have with your organization will provide and deliver your customers experience. Learn how to get the insights you need to consistently provide the best experience internally and ultimately beyond that to help your customers experience be the very best it can. In this session you will learn how to:

• Capture the experience you provide across the lifecycle of your employees

• Meet and exceed your employees expectations through dialogue and action

• Use this environment as the platform to create superior consistent customer experiences

• Make the move from loyalty and advocacy to customer evangelism

Create the best experience internally to deliver superior experiences to your customers.

John McTrusty, President,QuestBack Canada Inc.

5:15 PM Cocktail Reception

Unwind and mingle with the delegates and speakers at our exclusive end-of-the-day reception. Bring your business cards!

Hosted by:

ONE continued...

DAY

TWO Wednesday | Nov. 14th, 2012

DAY


10:30 AM Mid-Morning Networking Break


11:00 AM Case Study: Mobilicity

Drive Organizational Transformation Through Continuous Support of a Customer-Centric CultureEmbedding a strong customer-centric culture within the organization is not easy nor can it happen overnight. Hear how you can strengthen your efforts to sustain customer-centricity in your organization:

• Build customer experience philosophy into the organizational fabric

• Ensure consistency between individual interactions and overall experience with your organization

Embed a customer-centric culture to drive cross-functional buy-in.

Anthony Booth, Chief Customer Officer, Mobilicity

11:45 AM Online Experiences

Bridging Your Online and Offline Customer Experiences to Maintain Consistency and ExcellenceAs customers become more reliant on the information and experiences they receive online, it is paramount to ensure your online experiences are fully aligned with your customer experience program. Take away key insights on:

• Understanding your online customers • Integrating your mobile and web experiences with phone

and in-person experiences • Ensuring consistency across multiple online channels

Deliver consistent customer experiences across all your online and offline touch-points to increase acquisition and retention.

Giovanni Tavani, Social Media Outreach Senior Manager, Dell

12:30 PM Networking Luncheon

Join the conference speakers and your peers for a relaxing luncheon.

1:45 PM Digital Customer Experience

Connecting Consumers with Brand eCommerce The digital space is fast becoming the predominant, if not the first and only, area of interaction with customers. The growth of eCommerce has undoubtedly changed the expectations and priorities of customers. In this session, you will take away strategies on how to blend brand development with digital channels to create the ultimate customer experience.

• Ensure consistent brand promise across digital channels • Combine technology with branding and eCommerce strategy • Re-engineer your digital platform to ensure functionality • Re-evaluate your customers’ behaviours and expectations

Make the most of your brand in the digital world and continue to build and sustain long-term customer relationships.

Speaker TBD, Acquity Group

Speaker TBD, Adobe

2:30 PM Customer Experience Management

5 Strategies for Driving CX Effectiveness Using a Closed Loop® ProcessWhile CEM tools can be invaluable in achieving customer experience goals, there can be a level of frustration in “How do I make real progress?” Integrating case studies from one of Canada’s largest credit unions to an Entertainment leader, this session will illustrate how CEM and a Closed Loop methodology can be used as core business processes in achieving your client or customer experience objectives. Topics to be discussed include:

• Setting up your CEM systems to drive more insight • Exploring 5 concepts to realize higher ROI • Aligning internal systems and processes to meet the

experience you aim to deliver

Set up the right measurement and business processes to get insights that drive action.

Rick Otero,Principal, Customer and Client Experience,Corsential

ABOUT STRATEGY INSTITUTE

Strategy Institute is an established leader in delivering timely knowledge and best practices in multiple industries for over 15 years. Our esteemed portfolio of conferences offers critical business intelligence to empower executives to stay competitive in rapidly evolving markets.

ABOUT THIS CONFERENCE

Customer Experience Strategies Summit is a one-of-a-kind event held in Canada, bringing together customer experience executives from multiple industries and departments across North America to share strategies on delivering a superior experience.

This prestigious summit provides an exceptional learning opportunity for customer experience executives to build knowledge, enhance decision-making and refine their business judgment. In an exclusive setting, senior executives connect with their peers in a rare opportunity to exchange ideas, best practices and insights.

Brand New Shangri-La Hotel, Toronto is a 65-storey tower

that borders the entertainment and financial districts. The

Shangri-La offers the convenience and vibrancy of urban

living alongside their legendary 5-star service. The two-

storey glass atrium and podium will be a focal point on

University Avenue across the street from the new Opera

House.

Experience one of Toronto’s most luxurious

hotels while taking advantage of this special rate

of $315 per night. Call 1-888-980-8850 or email

[email protected] and mention

Customer Experience Summit. You must book

by October 31st, 2012 or rates will double.

188 University Avenue, Toronto, ON, M5H 0A3, Canada


Staying at the hotel has advantages for you!

1. The entire conference will take place inside the BRAND

NEW Shangri-La Hotel. You will be an elevator away from

all the sessions and networking action!

2. Specially arranged evening “networking session” to

facilitate peer-to-peer interaction will be taking place at

the hotel

3. Enjoy first-class dining at one of the most prestigious

restaurants in North America

4. Don't miss your chance to experience first class luxury at

a fraction of the cost

5. The hotel is just minutes away from Downtown Toronto’s

business & entertainment districts

6. Bring your spouse and enjoy a mini vacation in luxury

3:15 PM Mid-Afternoon Networking Break


3:45 PM Case Study: AIMIA

Engaging Your Employees to Drive the Success of Your Customer Experience StrategyEvery employee is a touch-point and every interaction they make will be a reflection of your organization’s customer experience as a whole. Employee engagement must be aligned for a good customer experience to be provided externally. This session will explore strategies on how to:

• Motivate and involve employees throughout your customer experience program development

• Align incentives and compensation with your customer experience objectives

Deliver superior external experiences through empowered employees from within.

Pier Ragone, Senior Director, Contact Centre Operations & Training, AIMIA

4:30 PM Case Study: Oxford Properties

How to Embed a Culture of Customer Experience in Your OrganizationCreating a culture for customer experience requires a consistent and creative strategy. Take away ideas on how to immerse your organization from leadership to front-line employees in a customer-centric culture.

• Adopt top strategies to change employee behaviours• Align your company’s core values with customer experience• Define the role of senior leadership and how to engage top

level management in this mission• Set the action plan to incorporate customer experience into

your mandate

Drive customer focus internally through a well-defined customer experience vision.

Claire McIntyre, Director of Marketing and Communications, Oxford Properties

5:15 PM Conference Adjourns

TWO continued...

DAY


ATTENTION MAILROOM: If undeliverable to addressee, please forward to:Chief Customer Officer, VP/ Director of Customer Experience, VP/Director of Marketing

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Disclaimer: Strategy Institute reserves the right to change or adjust the agenda without notice.

1ConferenCe PriCing

saVE $200Register by September 28th

Regular Investment

Conference ❏ $1,695 ❏ $1,895

HOW TO REGISTER:

Phone: 1-866-298-9343

E-Mail: [email protected]

Online: www.customerexperiencecanada.com

Mail: Strategy Institute

401 Richmond St. West. Suite 401Toronto, Ontario M5V 3A8

registration fee:The registration fee includes luncheon, receptions, 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 the Strategy Institute Inc. and write the registrant’s name on the face of the cheque.

early Bird special:Expires on September 28th, 2012. 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 cost.

Cancellations:Cancellations must be received in writing by October 30th, 2012. 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.

ConferenCe CoDe: 112027

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.

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Customer ExperienceStrategies Summit

Achieve Strategic Alignment | Manage Social Conversations | Execute on Customer InsightsSeamless Omni-Channel Experiences | Back Office Integration | Customer-Driven Product Innovation

Tuesday, November 13th and Wednesday, November 14th, 2012 | Shangri-La Hotel Toronto

Canada’s TopCustomer

Experience

Event!!

Customer Experience2012

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Transcript of Customer Experience2012