Meet Some of Our Spotlight Speakers - CSPNconference.mycspn.com/wp-content/uploads/2019/04/... ·...

A Conference Designed for Customer and Employee Experience CSPN Annual CX Conference brings together many professionals from across North America and abroad to discuss

current issues, trends, and best practices within the Customer & Employee Experience industry.

CONFERENCE.MYCSPN.COM

GAIN CRITICAL INSIGHTS FROM THESE CUSTOMER EXPERIENCE AND EMPLOYEE EXPERIENCE PROFESSIONALS

CSPN’S 2019 CX/EX CONFERENCE IS BROUGHT TO YOU BY:

Meet Some of Our Spotlight Speakers

Lisa LissonPresident | FedEx Express

Canada

John F. LettieriCEO & President | HERO Certified

Burgers

Duncan BureauPresident | Air Canada

Rouge

Kirsty TraillVP of Customer | Hootsuite

Version 1.2

2CSPN 2019 ANNUAL CUSTOMER & EMPLOYEE EXPERIENCE CONFERENCE

For more information and to register go to: conference.mycspn.com

T: 905-477-5544 | F: 905-940-1278

[email protected] | www.myCSPN.com

PAST ATTENDEES

CUSTOMER EXPERIENCE

For more than 22 years, I’ve had the privilege to witness and participate in the evolution and transformation of Customer Service into Customer Experience. Today, experiences and service have become one of the most fundamental organizational differentiators in the marketplace. The key to delivering the right experience starts from inside every organization - your employees - from frontline staff, supervisors, managers, and executives. Delivering exceptional internal experiences for your employees results in extraordinary external experience for your clients and customers. Needs, behaviours, technologies and expectations have changed, sometimes at lightening speed, making the theme for this years’ conference very apropos – Ignite Your Customer & Employee Experience!

- Dolly Konzelmann | President, CSPN

WHAT YOU WILL LEARNCUSTOMER EXPERIENCE

“Fantastic job of bringing together industry professionals that share the same passion for improving the customer experience.”

“All the information & speakers WERE GREAT! Lots of tools and ideas to take back and implement.”

“Interaction, networking…all of it was amazing.” “This is the best conference in the industry. I have been to many others and none of them compare to this. Your ideas are emulated at other events, keep up the good work.”

WHAT PAST ATTENDEES SAID

Designing experiences to maximize customer loyalty

How designing service consistency impacts your overall brand

How to enable Memorable Customer Experiences with Technology

Tools and techniques, we can all use to become our best self personally and professionally

Optimizing Data to create new client experiences

Understanding the employee experience

Engaging employees to go above and beyond

Decide which next gen CX technologies to implement – and when

Creating an effortless experience for your customers and agents

Discover how organizations are creating a culture that promotes openness



T: 905-477-5544 | F: 905-940-1278


EMPLOYEE EXPERIENCE

WHY SHOULDYOU ATTEND?

WHAT YOU WILL LEARNEMPLOYEE EXPERIENCE

Find opportunities to reward and recognize your team

Understand the most common motivation misconceptions

Create a genuine and authentic workplace

Develop front line leaders who empower and coach your employees, both formally and in the moment

Innovation that is happening now and how it will fundamentally

Understand how focusing on the customer & employee is a win-win

Get a sneak peak at what happens when you unleash the power of

Build a strong and employee centric culture

Increase retention and remove obstacles for recruitment

Defining the roles an organization needs and matching the right person to the requirements boosts the opportunity for success

Find solutions to your challenges | Validate your strategies and initiatives | Create synergy with your departments with our team discount rates | Forge valuable connections with Experts & Influencers Face to Face | Discover New Tools New Tips & Tactics | Learn in a one of a kind space | Break Out of Your Comfort Zone | Feel the Energy of Like-Minded Individuals | Invest in Yourself | Enjoy delicious cuisine, prizes and great experiences | Find the right technology for your company | The infamous candy bar | Have Fun!



T: 905-477-5544 | F: 905-940-1278


AUDIENCE

WHO SHOULD ATTENDSenior level VPs and Directors who are accountable for strategic planning and alignment for CX and EX

New and experienced Managers who are responsible for operational and tactical planning

Team Leads and Supervisors who are in charge of day to day operations, coaching and monitoring

Customer Service and Contact Centre Professionals who are the face and voice of the organization

Consultants and Training Specialists

Anyone in the IT Industry

Anyone in charge of customer service, CX, EX, customer loyalty, and social media

Sales andOperations

Head of CSand CX

C-Level, GM,and Directors

Marketing

CSPN members range from Marketing, Operations, Upper Management and CEOs

Financial

Manufacturing

Oil & Gas

Insurance

Government

Retail

Hospitality

Other

MEET THE ATTENDEES

PartnersOur partners represent a variety of organizations.

Hubbell Canada / Miele Canada / Google / Cognizant / The Globe and Mail / CIBC / Town of Newmarket / Canada Post / Legrand / Canada Goose / ServiceNow / Laurentian Bank / Purolator Inc. / The Regional Municipality of York / ArcelorMittal Dofasco / Oxford Properties Group / Fleet Complete / Tourism Toronto / Adidas Canada / Ontario Teachers’ Pension Plan / Microsoft Canada / Cineplex / Orion Travel Insurance / Via Rail Canada / McKesson Canada / Agriculture Financial Services Corporation / Shoppers Drug Mart Shoppers Specialty Health

NUMBER OF SPEAKERS 30+

6+ INTERACTIVE SESSIONS

MAKE CONNECTIONS WITH OVER

200 BUSINESS CONTACTS

14%

13%

17%

9%10%

12%

18%

7%

55%

20%

13%

12%

JOIN IN ON THE CONVERSATION

Follow us on Twitter @myCSPN

#CSPN2019 #2019CXCONF

Stay Informed on our Facebook Page:

www.facebook.com/MYCSPN

YOUR 2019 SPEAKERSAT A GLANCE

Rita ToporowskiGeneral Manager, Central Canada | Via Rail Canada

Joanna LohrenzVice-President, Customer

Experience Transformation | Manulife

Kellee IrwinVice-President | Orion Travel

Insurance

Melanie FlemingVP Strategy, Planning &

Product Marketing, TELUS International

Lisa LissonPresident | FedEx Express

Canada

John F. LettieriCEO & President | HERO Certified

Burgers

Duncan BureauPresident | Air Canada

Rouge

Kirsty TraillVP of Customer | Hootsuite

Corey AtkinsonVP of Learning &

Development, CSPN

Jessica CryerVP, Business & Customer

Strategy | CSPN

Richard AntosikVice President, Digital

Operations & Client Services | Laurentian Bank Financial

Group

Perry MonacoHead of Customer Success |

LinkedIn

Carmen DayVice President – Sales,

Events and Guest Experience | Woodbine Entertainment Group

Clive ThurstonPresident | Ontario General

Contractors Association

Dessalen WoodVP Talent Development |

Cineplex

Erik SiminsCo-Founder, Founder & CEO | Blockable & MAGNUS Personnel

Corporation

James DurlingSenior Manager, Strategic

Initiatives | Scotiabank | Contact Centres

Tamsin JacksonManager, Customer Experience | Business Insights & Customer

Experience | LifeLabs

Stacey MetcalfeManager, Customer

Retention & VOC Service Retention | Toyota

David WojcikCEO, Mississauga Board of

Trade (MBOT)

YOUR 2019 SPEAKERSAT A GLANCE (CONTINUED)

Dr. Jaime LealSenior Facilitator, CSPN

Nitin BadjatiaSenior Director, Product Strategy | ServiceNow

Dolly KonzelmannPresident & CEO | CSPN

Paul LewisGlobal Vice President

and CTO, Industry and Enterprise Architecture,

Hitachi Vantara

Deanna CookVice President, Business

Development, CanadaDirect

Vincent ImmordinoBUsiness Development

Manager, Esker Inc.

Lisa MoodyDirector, Customer Care | Products and ChannelsWorld Vision Canada

ZendeskMartin Levy

Account Executive, Thoughtexchange

Microsoft

Freshworks

Microsoft

Shai BergerCo-Founder and CEO

FonoloTalkdesk

Doug LongDirector of Marketing

Emailtopia

Stephan DyerFacilitator, CSPN

Juan CaijiaoFacilitator, CSPN



T: 905-477-5544 | F: 905-940-1278


AGENDATUESDAY, MAY 28, 2019 - WEDNESDAY, MAY 29, 2019

May 28, 2019

Time Track 1 Track 2

8:00 - 8:45 AMRegistration & Breakfast

Catered by Chef Ramanaa

8:45 - 9:00 AMOpening Remarks by

Dolly Konzelmann, President & CEO, CSPN

9:00 - 9:30 AMKeynote Speaker

Lisa Lisson, President, FedEx Express CanadaPerspective on Leadership, Learning & Overcoming Challenges

9:35 - 9:50 AMThe LIVE exchange with

Dr. Jaime Leal, Senior Facilitator, CSPN &Martin Levy | Account Executive, ThoughtExchange

9:55 - 10:25 AMSpark Sessions

FreshworksDoug Long | Director of Marketing, Emailtopia

10:25 - 10:40 AM Break

10:50 - 11:20 AM

Duncan Bureau, President, Air Canada Rouge

How to use consistent, every-day interactions to achieve customer

loyalty

Kirsty Traill, VP of Customer, Hootsuite

Engaging employees to deliver a powerful customer experience

11:30 - 12:00 PM

Corey Atkinson, VP of Learning & Development,

CSPNHow to make your CX Strategy

STAND OUT

Joanna Lohrenz Vice-President, Customer

Experience Transformation, Manulife

Creating Moments that Matter

12:05 - 1:00 PMNetworking Lunch


1:10 - 1:40 PM

Carmen Day, Vice President – Sales, Events and Guest

Experience, Woodbine Entertainment Group

We are All in Guest Experience – How to Create a Guestcentric Culture in

Your Organization

Kellee Irwin, Vice-President, Orion Travel

InsuranceTransformation through the difficult path of Genghis Khan – Synopsis

1:50 - 2:20 PM Zendesk TBDTBD

2:25 - 2:40 PM Break

2:50 - 3:50 PM

Panel SessionTamsin Jackson, Manager, Customer Experience | Business Insights

& Customer Experience, LifeLabsJessica Cryer, VP, Business & Customer Strategy, CSPN

Stacey Metcalfe, Manager, Customer Retention & VOC Service Retention, Toyota

Rita Toporowski, General Manager, Central Canada, Via Rail Canada

4:00 - 5:00 PM Rapid Round Tables

5:00 - 5:10 PM Day 1 Closing Remarks

5:10 - 6:00 PM Complimentary Networking & Cocktail

May 29, 2019

Time Track 1 Track 2

8:00 - 8:45 AMRegistration & Breakfast


8:45 - 9:00 AMOpening Remarks by

Dolly Konzelmann, President & CEO, CSPN

9:00 - 9:30 AM

Keynote SpeakerJohn F. Lettieri, CEO & President, HERO Certified Burgers

Hero Certified Burgers Staying ahead of the competition by building a Leadership Pipeline that supports the development and inspires the journey to Business Success

9:35 - 10:20 AM

Dessalen Wood, Chief People Officer, ThoughtexchangeMotivation Misconceptions

Martin Levy | Account Executive, ThoughtExchangeCollaborative & Courageous Leadership

10:20 - 10:35 AM Break

10:45 - 11:15 AM

Nitin Badjatia, Senior Director, Product Strategy, ServiceNow

From Experience to Loyalty: Shifting your mindset from Customer Service

to Serving Customers matters

Melanie Fleming, VP Strategy, Planning & Product Marketing,

TELUS InternationalKeeping High-Tech, ‘High-Touch’ in

the Age of a Digital CX

11:25 - 11:55 PM

Perry Monaco, Head of Customer Success, LinkedIn

The LinkedIn Culture and the HR Hackathon

Erik Simins, Co-Founder, Founder & CEO, Blockable & MAGNUS

Personnel CorporationUntapped Human Capital Is the Next

Great Global Resource

12:00 - 12:45 PMNetworking Lunch


12:55 - 1:55 PM

Panel SessionDeanna Cook, Vice President, Business Development, CanadaDirect

MicrosoftMicrosoft

Shai Berger, Co-Founder and CEO, Fonolo

2:05 - 2:20 PM Break

2:30 - 3:00 PM

Richard Antosik, Vice President, Digital Operations & Client Services, Laurentian Bank

Financial Group4 Principles Supporting Successful

Business Transformation

Vincent Immordino | Business Development Manager, Esker Inc.Conquering Customer Experience in

the Digital Age

3:10 - 3:40 PM

Paul Lewis, Global Vice President & CTO, Industry and Enterprise Architecture, Hitachi Vantara

Data Strategy for Digital Transformation

James Durling, Senior Manager, Strategic Initiatives, Scotiabank |

Contact CentresEnabling Memorable Customer Experiences with Technology

3:40 - 4:00 PM Day 2 Closing Remarks & Door Prizes

THE CSPN CUSTOMER EXPERIENCE CONFERENCE IS BROUGHT TO YOU BY



T: 905-477-5544 | F: 905-940-1278


TOUR LOCAL CONTACT CENTRE & WORKSHOPSTHURSDAY, MAY 30, 2019

An opportunity you don’t want to miss!Experience guided tours and engaging presentations. Obtain unique insights into business operations, best practices, and an opportunity to discover the ‘how’ both organizations provide world class customer experiences. Includes breakfast, lunch, and surprises. Book early as space is limited to 20 seats. Reserve your spot during registration.

SITE TOUR SCHEDULE

Thursday, May 30, 2019

8:30 AM - 12:10 PM ServiceNow08:30 AM

09:00 AM

09:10 AM 12:10 PM

Registration & BreakfastWelcome and IntroductionsPresentation - Head over to World Vision Canada Tour

12:45 PM onwards WORLD VISION CANADA

12:45 PM

01:15 PM 02:00 PM 02:30 PM03:15 PM

Lunch and NetworkingPresentationBreakTourNetworking Event

Experience Matters, Period.Customer Experience is increasingly becoming a critical aspect to obtaining and sustaining a strategic competitive advantage and differentiating yourself against competitors in the marketplace. However, organizations do not become customer-centric overnight. It’s an evolution. In order to get to where you want to go, you need to first know where you are starting from. The question then becomes, how prepared is your organization to consistently deliver GREAT Customer Experiences?

In this 3 hour activity-based and engaging workshop, participants will get the opportunity to:1. Learn about the strategies, approaches and tools used to assess organizational CX Maturity2. Dissect the major CX components involved in accurately assessing an organizations maturity a. Customer Understanding b. CX Vision & Strategy Design c. Operations & Tools Capabilities d. CX insights & Activities Management e. People, Culture & the Organizational CX3. Perform a CX Pulse-Check of your own organization with the guidance and support of CX experts4. Discuss, share and learn CX Maturity topics and issues with CX professionals across industries, companies and roles

Assessing Organizational CX Maturity – How Prepared are you to Deliver GREAT Customer Experiences?

Enjoy a networking lunch followed a presentation of how World Vision has embraced their strategies to ensure both contact centers deliver a world-class recognized customer-centric experience. Learn how the leaders have moved the needle in the areas of revenue, business efficiencies and securing donor loyalty.

Participate in a discussion on how the management has driven employee engagement across their omni channel teams to ensure a balance of both employee and customer experience. A story of success worth listening to.

After Q and A you will be escorted to visit the contact center to learn about the tools and technologies that has helped World Vision become a leader in the industry. Come prepared to be amazed.

World Vision Canada

CONFERENCE.MYCSPN.COM

THE CSPN CUSTOMER EXPERIENCE CONFERENCE IS BROUGHT TO YOU BY

REGISTER TODAY

[email protected]

905-477-5544

*Cannot be used in combination with any other offers. Rates listed in Canadian dollars + applicable taxes. Group discounts for 3 or more - Contact CSPN

CANCELLATIONS & TRANSFERS

All Cancellation Request MUST be submitted in writing and emailed to [email protected] or faxed to 905-477-5544 (secured). A $100 Cancellation Fee will apply per registration, until March 31st, 2019; after

which, no refunds will be issued. Please note registrations are transferable at no charge.

The Customer Service Professionals Network (CSPN) reserves the right to change, suspend or cancel event programming and/or speaker appearances in the event enrollment criteria are not met or when conditions

beyond our control occur. CSPN will make every effort to contact each person enrolled if conference is cancelled, and receive a 100% refund of their registration fee. We apologize for any inconvenience.

2-DAY CONFERENCE MAY 28 & 29

1-DAY CONFERENCE MAY 28 OR 29

CONTACT CENTRE TOUR & WORKSHOP

MAY 30

Member $1,299 + HST $749 + HST $299 + HST

Regular Rate $1,599 + HST $899 + HST $299 + HST

@myCSPN #CSPN2019 #2019CXCONF

Conference.MYCSPN.com

Customer Service Professionals Network

2018 CONFERENCE TESTIMONIALS Click on the image for video testimonial

Sharon Ramalho Sarah Hines, ResponseTek Kelly Harper, BMO Judy Croon

Don Romano,Hyundai Auto Canada

Douglas Fry,McDonald’s Restaurant

of Canada

Sal Caggiula, Adidas Canada

Dr. Jaime Leal,CSPN

Steve Smith,Esker

Customer Service Professionals Network

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