23rd Annual CUSTOMER & EMPLOYEE EXPERIENCE CONFERENCEconference.mycspn.com/wp-content/uploads/2020/02/... · 1:00 - 1:45 PM Employee Experience Fireside Chat 1:45 - 2:15 PM Technology

23rd Annual

CUSTOMER & EMPLOYEE EXPERIENCE CONFERENCE

The Inside-Out FutureTalent to Deliver the Right Customer Experience

MAY 13 - 15, 2020BMO IFL

3550 Pharmacy Ave, Scarborough, ON M1W 3Z3

2 20 0CONFERENCE BROCHURE

CSPN’S 2020 CX/EX CONFERENCE IS BROUGHT TO YOU BY:

Version 1.0

ORGANIZED &PRODUCED BYC O N F E R E N C E . M Y C S P N . C O M

PRELIMINARY

2CSPN 2020 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

23rd Annual

Customer & Employee Experience ConferenceMay 13th - 15th, 2020 | BMO Institute for Learning | Scarborough, Ontario3550 Pharmacy Ave, Scarborough, ON M1W 3Z3The Inside-Out Future - Talent to Deliver the Right Customer Experience

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.

GAIN CRITICAL INSIGHTS FROM THESE CUSTOMER EXPERIENCE AND EMPLOYEE EXPERIENCE PROFESSIONALS

Meet Some of Our Spotlight Speakers

Charles BrownPresident & Chief Executive

Officer, LIfeLabs

Gillian MandichPHD, Happiness Researcher,

Keynote Speaker, Media Personality

Marketa GibsonVice President, Customer

Order Fulfillment and Collaboration, Nestle

Daniel SeguinDirector of Communications,

Hydro Ottawa



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


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

How to design 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

Tips on enhancing CX with storytelling and personalizing experience

Tips on building a customer-centric company-wide mindset

Decide which next gen CX technologies to implement – and when

Creating an effortless experience for your customers and agents

Discover how organizations are incorporating Customer Success with Customer Experience



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 change how talent is identified

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

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

Build a strong and employee centric culture

Ways to 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 ATTENDCEOs, Senior level VPs and Directors who are accountable for strategic planning and alignment for customer service, 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

Human Resources, Training Specialists, Recruiters

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 / CIBC / Town of Newmarket / Canada Post / Legrand / Canada Goose / ServiceNow / Purolator Inc. / The Regional Municipality of York / ArcelorMittal Dofasco / Fleet Complete / Adidas Canada / Ontario Teachers’ Pension Plan / Microsoft Canada / Cineplex / VIA Rail Canada / Agriculture Financial Services Corporation / Shoppers Drug Mart Shoppers Specialty Health / CPA Ontario / SNAP Financial Group / DHL Express Canada / FunctionPoint / ParaMed / Bill Gosling Outsourcing Inc. / Pfaff Automotive / Bureau Veritas / Empire Communities

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

#CSPN2020 #2020CXCONF

Stay Informed on our Facebook Page:

www.facebook.com/MYCSPN

YOUR 2020 SPEAKERSIN ALPHABETICALLY ORDER

LILLIETTE DAVIDSON

HILLARY HARTLEYCHIEF DIGITAL OFFICER

& DEPUTY MINISTER FOR DIGITAL GOVERNMENT

ONTARIO PUBLIC SERVICE

ANDREW MCKENZIEDIRECTOR OF OPERATIONS

ONTARIO NON-PROFIT HOUSING ASSOCIATION

COREY ATKINSONVP, STRATEGIC LEARNING

& DEVELOPMENTCSPN

KEVIN NEILDVICE PRESIDENT, OPERATIONS AND

PLANNINGENERCARE

ALMA ARZATEGLOBAL SUPPLY CHAIN

LEADERAPOTEX INC.

COSMO MARIANODIRECTOR, CUSTOMER

EXPERIENCE CONSULTINGCSPN

GILLIAN MANDICHPHD | HAPPINESS

RESEARCHER | KEYNOTE SPEAKER | MEDIA

PERSONALITY

JON ARNETTHEAD

LIVEPERSON CANADA

ANGELINE SINGHDIRECTOR, CLIENT SERVICE

DELIVERY – NATIONAL & ENTERPRISE ACCOUNTS

ADP CANADA

LISA BLANCHETDIRECTOR OF CHANGE

MANAGEMENTMANULIFE

DANIEL SÉGUINDIRECTOR,

COMMUNICATIONSHYDRO OTTAWA

LUISA ANDREWSVP, INFORMATION

TECHNOLOGY SERVICESTORONTO COMMUNITY

HOUSING

KATERINA SOFRONAHEAD OF CUSTOMER

SUCCESSMARINETRAFFIC

CHARLES BROWNPRESIDENT & CHIEF EXECUTIVE OFFICER

LIFELABS

DOUGLAS PORTERCHIEF ECONOMIST

BMO CAPITAL MARKETS

ERAM UDDINSENIOR LEADER,

CUSTOMER EXPERIENCEFLEET COMPLETE

KATHRYN CHRISTIEDIRECTOR OF TALENTGEORGIAN PARTNERS

CHRIS SPENCERSVP, ENTERPRISE GROWTH

BILL GOSLING OUTSOURCING INC.

LYNDON FILEDIRECTOR, CUSTOMER

EXPERIENCEG ADVENTURES

YOUR 2020 SPEAKERSIN ALPHABETICALLY ORDER

MARILYN BAREFOOTBAREFOOT

BRAINSTORMING

RICHARD ANTOSIKNITIN BADJATIASENIOR DIRECTOR,

PRODUCT STRATEGYSERVICENOW

MARIANA FILIPICSENIOR DIRECTOR,

BUSINESS TRANSFORMATION

SCHNEIDER ELECTRIC

SARA SCHMIDTSENIOR MANAGER,

CORPORATE INITIATIVES & STRATEGIC PRIORITIES

AGRICULTURE FINANCIAL SERVICES CORPORATION

(AFSC)

MARKETA GIBSONVICE PRESIDENT,

CUSTOMER ORDER FULFILLMENT AND COLLABORATION

NESTLE

SHERI SPINKSDIRECTOR, NPS | GLOBAL

SUPPLY CHAINHUSKY INJECTION

MOLDING SYSTEMS

NANCY OMRANVP, CUSTOMER EXPERIENCE

EMPIRE COMMUNITIES

TARA-LEE AINSWORTHNATIONAL CUSTOMER

SERVICE MANAGERMESSER INDUSTRIES

INCORPORATED

NATASSA ZERVOPOULOS

DIRECTOR OF EMPLOYEE EXPERIENCE

VENTERRA LIVING

May 14, 2020 - Day 2

Time Track 1 Track 2

7:45 - 8:30 AM Registration & Breakfast

8:30 - 8:45 AMOpening Remarks

David Singh, Partner, CSPN & Jessica Cryer, Partner, CSPN

8:45 - 9:15 AM

Keynote SpeakerGillian Mandich, PHD, Happiness Researcher, Keynote Speaker,

Media PersonalityHappiness at Work

9:15 - 9:45 AM

Session 7AKathryn Christie, Director of Talent, Georgian Partners

The Lifecycle of Effective Teams

Session 7BNatassa Zervopoulos, Director of Employee Experience, Venterra

LivingThe New World of Performance &

Growth

9:45 - 10:00 AM

Session 8AMarketa Gibson, VP Customer

Order Fulfillment & Collaboration, Nestle

Coming Soon!

Session 8BLisa Blanchet, Director of Change

Management, ManulifeEngaging Employees in Change

10:00 - 10:15 AM Break

10:20 - 10:50 AM

Session 9AAndrew McKenzie, Director Of Operations, Ontario Non-Profit

Housing AssociationNavigating Roadblocks: Becoming Your Organization’s CX Champion

Session 9BChristian Spencer, SVP,

Enterprise Growth, Bill Gosling Outsourcing Inc.

Coming Soon!

11:00 - 11:30 AM

Session 10AAngeline Singh, Director, Client Service Delivery – National &

Enterprise Accounts, ADP CanadaGreat Customer Experiences Start

With Employees

Session 10BDouglas Porter, Chief Economist,

BMO Capital Markets2020 Economic & Financial Outlook

11:40 - 11:55 AM

Session 11AKevin Neild, VP, Operations &

Planning, Enercare ConnectionsComing Soon!

Session 11BComing Soon!

12:00 - 1:00 PMNetworking Lunch


1:00 - 1:45 PM Employee Experience Fireside Chat

1:45 - 2:15 PM Technology Panel Session

2:15 - 2:30 PM Wellness Exercise

2:30 - 3:00 PM Session 12

3:05 - 4:05 PM Conference Awards

4:05 - 4:30 PM Day 2 Closing Remarks & Door Prizes & Refreshment

AGENDAWEDNESDAY, MAY 13, 2020 - THURSDAY, MAY 14, 2020

May 13, 2020 - Day 1

Time Track 1 Track 2

7:45 - 8:30 AM Registration & Breakfast

8:30 - 8:45 AMOpening Remarks


8:45 - 9:15 AMKeynote Speaker

Charles Brown, President & Chief Executive Officer, LifeLabsThe Power Of Trust: LifeLabs Journey to transform the Patient Experience

9:15 - 9:45 AM

Session 1 Hillary Hartley, Chief Digital Officer & Deputy Minister For Digital

Government, Ontario Public ServiceBuilding Great Teams

9:45 - 10:45 AMSession 2

Marilyn Barefoot, Barefoot BrainstormingBigStorming® – Tapping Into Your Subconscious Wisdom and Creativity

10:45 - 11:05 AM Break

11:10 - 11:40 AM

Session 3ADaniel Seguin, Director of

Communications, Hydro OttawaLeveraging technology to secure

customer engagement

Session 3BEram Uddin, Senior Leader, Customer Experience, Fleet

CompleteComing Soon!

11:50 - 12:20 PM

Session 4ACosmo Mariano, Director,

Customer Experience Consulting, CSPN

Employee Empathy Activation

Session 4BNitin Badjatia, Senior Director, Product Strategy, ServiceNow

Coming Soon!

12:20 - 1:00 PMNetworking Lunch


1:05 - 1:35 PM

Session 5AJon Arnett, Head, LivePerson

CanadaComing Soon!

Session 5BLyndon File, Director, Customer

Experience, G AdventuresReimagining our Customer

Experience

1:45 - 2:00 PM

Session 6ALilliette Davidson

How to incorporate wellness strategies at work and why it’s

important

Session 6BComing Soon!

2:00 - 2:30 PM

Session 6CKaterina Sofrona, Head of

Customer Success, MarineTrafficThe importance of making Customer

Success the centerpiece of your company

2:30 - 2:50 PM Break

2:50 - 3:35 PM

Customer Experience Panel Session

Moderator: Sara Schmidt, Senior Manager, Corporate Initiatives & Strategic

Priorities, Agriculture Financial Services Corporation (AFSC)

Panelists:Alma Arzate, Global Supply Chain Leader, Apotex Inc.

Sheri Spinks, Director, Global Supply Chain, NPS, Husky Injection Molding Systems

Nancy Omran, VP, Customer Experience, Empire CommunitiesTara-Lee Ainsworth, National Customer Service Manager, Messer

Americas

3:45 - 4:30 PM Rapid Round Tables

4:30 - 4:45 PM Day 1 Closing Remarks

4:45 - 5:45 PM Complimentary Networking & Cocktail



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


TWO INTERACTIVE AND ENGAGING WORKSHOPSFRIDAY, MAY 15, 2020

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.

SCHEDULE

Friday, May 15, 2020

8:00 AM - 12:00 PM Hyundai Auto Canada Corp Head Office75 Frontenac Dr, Markham, ON L3R 6H2

08:00 AM

08:30 AM

09:00 AM

12:00 PM

12:45 PM

Registration & Breakfast

Welcome and Introductions by Don Romano, President, Hyundai Auto Canada Corp.

Presentation & Workshop by ServiceNow

Lunch

Head over to Location #2

1:00 PM - 2:30 PM Coming Soon!

01:00 PM

02:00 PM

Presentation & Workshop

Closing

Coming Soon

Customer Experience & Technology Workshop

Coming Soon

Coming Soon



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


2020 CX & EX TEAM AWARDS

Recognize and Celebrate your Achievements!It is YOUR time to shine. Nominate a team or organization in 1 or more of the 6 CSPN Conference Team Awards. The 6 categories include: Customer Centricity Team Award, Obsessed Team Award, Diversity & Inclusion Team Award, Innovation Team Award, Technology Team Award and Contact Centre of the Year Award. Nominate and submit your application at http://conference.mycspn.com/awards/. Submission Deadline: April 10, 2020.

The organizational Customer Centric Award award recognizes companies that combine the three

pillars: people, process, and technology to deliver a seamless customer experience. This

award will recognize organizations implementing a unique approach to problem solving focused on positive customer experience from pre-sales to

execution to post sales.

The Obsessed Team Award recognizes companies that combine the three pillars: people/culture,

employee experience, and growth and development. This award recognizes

organizations who invest in their teams to help them succeed professionally and personally.

These organizations demonstrate an on-going commitment to employee development that helps

to foster a strong internal culture, ultimately creating better employee experience.

The Diversity & Inclusion Award recognizes companies that combine the three pillars:

collaboration, creativity and initiative. These organizations acknowledge the need to

become as diverse as the world is becoming. This award will recognize the effort showed to improve and enhance the diversity and inclusion programs

internally and externally to improve customer experience.

The Innovation Award recognizes companies that combine the three pillars: collaboration,

technology and affordability. These organizations are rewarded for suggesting

innovations which are implemented and which significantly reduce costs and improve service.

This award will recognize companies stepping up and challenging the status quo with new solutions and applied new ways of thinking to transform the

business.

The Technology Award recognizes companies that combine the three pillars: leadership,

innovation and initiative. These organizations acknowledge and recognize achievements by members of the team wo have successfully

developed and applied innovative technological concepts and solutions. This award will recognize

the effort showed to improve customer and employee experience and that made a notable

impact on business.

The Contact Centre of the Year Award recognizes companies that combine the three pillars: people, process and strategy. These organizations are people driven to create an employee first culture

and use and measure the right metrics to improve client experience. They demonstrate a grasp on the principles of effective service management and continually strive to strengthen the service

centre’s role within the organization.

23rd Annual

Customer & Employee Experience ConferenceMay 13th - 15th, 2020 | BMO Institute for Learning | Scarborough, Ontario3550 Pharmacy Ave, Scarborough, ON M1W 3Z3The Inside-Out Future - Talent to Deliver the Right Customer Experience

*Cannot be used in combination with any other offers. Rates listed in Canadian dollars + applicable taxes. Group discounts for 4 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, 2020; 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 13 & 14

1-DAY CONFERENCE MAY 13 OR 14

CONTACT CENTRE TOUR & WORKSHOP

MAY 15

Member $1,299 + HST $749 + HST $249 + HST

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

2018/9 CONFERENCE TESTIMONIALS http://conference.mycspn.com/gallery/

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

REGISTER TODAY

[email protected]

905-477-5544 @myCSPN #CSPN2019 #2019CXCONF

Conference.MYCSPN.com

Customer Service Professionals Network

Customer Service Professionals Network

CSPN’S 2020 CX/EX CONFERENCE IS BROUGHT TO YOU BY:

ORGANIZED &PRODUCED BYC O N F E R E N C E . M Y C S P N . C O M

Documents

23rd Annual CUSTOMER & EMPLOYEE EXPERIENCE CONFERENCEconference.mycspn.com/wp-content/uploads/2020/02/... · 1:00 - 1:45 PM Employee Experience Fireside Chat 1:45 - 2:15 PM Technology