7:45 am
NETWORKING BREAKFAST: BUILD COMMUNITY CONTACTS
- Start your day off right and connect with customer experience leaders.
- Get to know your CX peers and colleagues over a delicious breakfast.
- Source practical tips, discuss best practices, and prepare for the day ahead.
8:45 am
OPENING COMMENTS FROM YOUR HOST
Gain insight into today’s sessions so you can get the most out of your conference experience and maximize your value.
9:00 am
CX KEYNOTE: REDEFINE YOUR CX
Redefining Customer Experiences for The Future of Work
Technology is once again reinventing the future of work, delivering even smarter and more seamless experiences. Local AI is driving some of the most important workflow improvements, bringing processing straight to the device and end-user to reduce cost while increasing speed, privacy, and security. This unlocks deeper insights and faster decision making, freeing up time to focus on high-value customer interactions and delivering more effective outcomes. Explore how local AI is redefining customer engagement and take away learnings to:
- Streamline sales operations and enhance customer interactions with deeper insights
- Leverage the most relevant data to personalize customer interactions
- Improve workflows, increase productivity, and create more fulfilling work experiences with automation and data analytics
- Simplify work and support faster, more informed decision-making with a seamless, integrated ecosystem of software and devices
Create smarter, more seamless customer experiences and unlock new possibilities for the future of work.
9:30 am
C-SUITE EXCLUSIVE: CUSTOMER SUCCESS & CUSTOMER EXPERIENCE INTERSECT
Build a Loyal Customer Base to Boost Your Company’s Revenue
While customer success is an integral part of the overall experience, CX encompasses the entire customer lifecycle. Deploy tactics to improve customer retention by cultivating both transactional and interpersonal relationships with your customers. Source practical tips to:
- Engage customers from awareness and purchase to retention and advocacy
- Proactively build a holistic approach to ensure all key aspects of CX are integrated at every interaction
- Enable your company to gain a deeper understanding of your customers
Transform your customer success strategy to advance CX impact within your company.
10:00 am
SPEED NETWORKING: MAKE MEANINGFUL CONNECTIONS
Grow your network by meeting like-minded individuals to share your latest ideas and projects with:
- Enjoy a quick icebreaker, exchange LinkedIn information, and build lasting business relationships.
- Achieve your conference networking goals in a fun and agile fashion.
- Join a community of customer experience leaders and gain invaluable support.
10:30 am
INDUSTRY EXPERT: DIVIDE & CONQUER WITH B2B CUSTOMER SEGMENTATION
How to Find New Customers and Increase Sales in B2B
Dramatic changes in buyers’ behaviour, evolving business models, and fast-paced technological advances necessitate a rethinking of how B2B companies design their growth strategies. Optimize and manage your organization’s customer experience to increase conversions. Develop a blueprint to:
- Better understand changes in buyer behaviour, market dynamics, and technology that require a B2B shift
- Build your ideal B2B organization that transitions from extracting value from customers to delivering value to them
- Measure the impact of customer-obsessed growth to ensure profitable, predictable, and sustainable B2B growth
Increase the effectiveness of your customer-obsessed growth engine to differentiate and stay ahead of the competition in a rapidly changing landscape.
11:00 am
EXHIBITOR LOUNGE: VISIT BOOTHS & SOURCE EXPERTISE
- Explore the latest customer experience technology and strategies with our industry-leading sponsors.
- Share your challenges with the biggest innovators in the business.
- Schedule one-to-one private meetings for personalized advice.
11:30 am
CASE STUDY: REDEFINE YOUR CONTENT STRATEGY
Combine Winning Content Curation with Personalized Relevant Messaging
Fifty-nine percent of customers switch brands due to poor customer experience. A great content strategy will help your company know what to say and when to say it. Transform your customers into brand evangelists by building a relatable content strategy. Adopt best practices to:
- Identify the right type of content and the right audience
- Pinpoint the deciding factors that lead to higher conversion rates
- Integrate your data for personalized relevant messaging to ensure customer prioritization
Become a CX leader through well-crafted content and relevant personalization.
11:30 am
CASE STUDY: UNLEASHING CREATIVITY
Crafting Viral Campaigns and Building Brand Success
Harness the power of creativity and innovation on influential platforms by developing creative strategies that resonate with today’s audience, design campaigns that have viral potential, and effectively engage with your platform’s unique community. Leverage the right tools and trends to drive brand awareness, loyalty, and measurable results. Take away an actionable plan to:
Create compelling and innovative strategies that capture the attention of a vast and diverse audience.
- Design Viral Campaigns, including content formats, trends, and engagement tactics.
- Leverage creative tools and features to enhance your campaigns, from editing tools to interactive elements.
- Build Authentic Brand Connections to engage with your community in an authentic way that fosters brand loyalty and long-term customer relationships.
Measure Campaign Success and track, analyze, and optimize your campaigns to ensure they drive real, measurable business results.
12:00 pm
INDUSTRY EXPERT: OUTSOURCING CX
Enhance Your Service Reach through CX Outsourcing
Achieve seamless scalability in multi-geo and multi-lingual support, as well as the transformative impact of AI-driven capabilities in enhancing CX delivery. Elevate your customer engagement strategies in an increasingly globalized business landscape by:
- Expanding Horizons: The Role of BPO Partners in Enhancing CX Across industries
- Scalability in Action: Strategies for Implementing Multi-Geo and Multi-Lingual Support
- AI in CX: Augmenting Delivery to Meet Evolving Customer Expectations
Implement innovative solutions to enhance service delivery and customer engagement
12:00 pm
INDUSTRY EXPERT: AI FOR CUSTOMER SUCCESS
Unlock the Potential of AI and Big Data to Drive Automation
Technology is becoming a critical factor in achieving breakthrough customer success. Strengthen your customer success capabilities by integrating the right AI tools. Source your plan of action by:
- Determining the role of AI and Big Data in effective data collection
- Translating insights into actionable customer success strategies
- Striking the right balance between automation and personalized customer success management
Bolster your company’s customer success processes with automation to streamline operations and deliver superior customer experiences.
12:30 pm
NETWORKING LUNCH: DELVE INTO INDUSTRY CONVERSATIONS
- Meet interesting speakers and pick their brains on the latest CX issues.
- Expand your network and make connections that last beyond the conference.
- Enjoy great food and service while engaging with your customer experience colleagues.
1:30 pm
EXHIBITOR LOUNGE: VISIT BOOTHS & WIN PRIZES
- Browse through different sponsor booths and test drive new technology.
- Enter your name for a chance to win exciting prizes.
- Take advantage of event-specific offers and special content.
2:00 pm
PANEL: BUILD DIGITAL TOOLS & DOMAIN EXPERTISE TO REIMAGINE CX
Refine Your Perspective on Customer Segmentation to Uncover Intelligent Insights
Quality data alone is not enough — integrating digital tools and domain expertise is essential. Reimagine your CX strategy by optimizing and aligning capabilities across these areas. Drive meaningful conversations to cultivate a proactive, agile approach, enabling a seamless customer journey. Master the success factors to:
- Craft a data-driven strategy for actionable business intelligence
- Deliver a seamless, personalized, and effortless customer experience with agile and scalable solutions across channels
- Leverage in-depth domain knowledge as a pivotal factor in driving differentiated and immersive experiences
Perfect personalized customer experiences through a combination of data, digital tools, and domain expertise to redefine CX.
2:00 pm
FIRESIDE: MANAGING SUCCESS’ IN CUSTOMER SUCCESS
Measuring What Matters
Customer success is an ongoing process. We must measure what matters to our businesses. Metrics drive alignment, accountability, and transparency. By identifying gaps, you can improve your processes and increase success for your clients and your business. Develop an action plan to:
- Identify core business outcomes
- Create input metrics to drive business outcomes
- Drive activities that are accretive to your business goals and improve processes to close client experience gaps
- Continuously monitor customer success metrics
We are here because of our clients. Drive continuous improvement with an operating plan to measure what matters.
2:30 pm
INDUSTRY EXPERT: CHOOSE THE RIGHT PLATFORM FOR BUSINESS GROWTH
Revolutionize Your Workflows with the Right CRM
Digital transformation enhances customer experience, and the right digitalization process drives business growth. Increase your revenue through a dynamic digitalization strategy that improves your customer experience. Achieve a step-by-step action plan to:
- Ensure your digital CX influences your customers’ journey
- Shape your digital CX with an advanced UI to boost business growth
- Implement touchless tools and technologies, such as multisensory experiences, AR/VR, and radio-frequency identification
Optimize your company’s digital transformation for a successful customer experience.
2:30 pm
INDUSTRY EXPERT: From NPS to Real-Time Impact
Driving Results with AI-Powered CX
Most companies are stuck in an outdated CX model—collecting feedback, generating reports, and hoping for insight. But in today’s fast-paced world, passive listening isn’t enough. Learn how to go beyond NPS to turn feedback into action and CX into a true competitive edge. We’ll share how leading brands are using AI-powered tools and smarter strategies to move from static measurement to real-time engagement that drives results.
Key takeaways:
- Why traditional VoC strategies are falling short.
- How AI can be used to understand—not just collect—customer insights.
- Practical ways to boost engagement and actionability.
Turn your CX strategy into a competitive advantage by transforming passive listening into real-time impact.
3:00 pm
CASE STUDY: CUSTOMER ENGAGEMENT FROM BOOMERS TO GEN Z
Rethink Customer Contact to Drive Cross-Generational Engagement
While 58% of boomers prefer resolving customer service issues over the phone, only 24% of Gen Z customers opt for this method, favouring automated or self-service options instead. Strike the right balance by meeting the demands of a valuable audience while maintaining high quality service for the rest of your customer base. Develop a blueprint to:
- Recognize the importance of designing inclusive and flexible services
- Ensure channels and processes remain relevant amid evolving customer expectations
- Reframe Gen Z engagement as an opportunity rather than a challenge
Adapt your processes to drive value and meet the changing needs and expectations of customers.
3:00 pm
FIRESIDE CASE STUDY: CUSTOMER JOURNEY MAPPING
Apply Holistic Customer Success Management to Grow Your Revenue
Many companies strive to deliver exceptional customer experiences but operate business models that are disconnected from their customers’ needs. Leverage your customer journey to gain deeper insight into your customers’ perspectives and boost retention rates. Master the success factors to:
- Develop a customer-centric business model
- Address challenges and advocate for meaningful change
- Adopt best practices for a customer-centric organization
Transform your customer journey to make a lasting impact on your bottom line.
3:30 pm
EXHIBITOR LOUNGE: ATTEND VENDOR DEMOS & CONSULT INDUSTRY EXPERTS
- Enjoy exclusive sponsor demos and experience the next level of customer experience innovation firsthand.
- Meet one-on-one with leading solution providers to discuss organizational hurdles.
- Brainstorm solutions and gain new perspectives and ideas.
4:00 pm
FIRESIDE CHAT: BUDGET PLANNING FOR AN EVOLVED CUSTOMER EXPERIENCE
Plan Where to Increase, Decrease, or Experiment with Your CX Budget
In today’s competitive market, customer retention and revenue growth are essential for long-term success. Stay ahead with a forward-thinking approach by increasing CX investments to outpace inflation. To achieve this, industry leaders should prioritize upgrading core CX competencies. Source practical tips to:
- Invest in AI-powered tools to boost CX team efficiency
- Explore emerging technologies to improve decision-making and maximize ROI
- Develop critical skills in AI, analytics, customer journeys, and conversation design
Optimize partnerships with third-party providers for customer insights and experience delivery.
4:00 pm
PRESENTATION: BUILD YOUR CUSTOMER SUCCESS BUSINESS CASE
Beyond Vanity Metrics: Re-thinking Customer Success with Behavioral Insights
Traditional customer success metrics often rely on vanity indicators like NPS, CSAT, and engagement rates which often don’t paint a full picture of customers’ behaviors and attitudes along their customer journey. This talk explores how organizations can shift to focus on behavioural metrics that drive outcomes and provides a narrative-focused framework for sharing your metrics.
4:30 pm
CLOSING KEYNOTE: DECONSTRUCTING CX & CS
Look Beyond the Buzzwords and Reflect on Your Role as a CX/CS Practitioner
The rapidly evolving landscape of marketing and sales introduces an intimidating mix of technologies, frameworks, and jargon that can simultaneously overcomplicate and oversimplify customer engagement efforts. Transform your perspective by adopting a sociological lens. Adopt best practices to:
- Understand how terms like “personas,” “consumer journeys,” and “audiences” evolve from useful constructs to restrictive paradigms
- Recognize how relying on metrics and KPIs to measure success can obscure your understanding of customers’ realities
- Address how the complexities of AI and data science can undermine trust in your own critical thinking
Instil thoughtful reflection into your practices to improve decision-making and align more closely with customer needs.
5:00 pm
CLOSING COMMENTS FROM YOUR HOST
Review the key solutions and takeaways from today’s sessions. Source a summary of action points to implement in your work. Discuss tomorrow’s highlights!
5:15 pm
EVENING RECEPTION: ENJOY GREAT CONVERSATION, MUSIC & NETWORKING
- Relax and unwind with tasty cocktails after a long day of learning.
- Don’t miss your chance to win fun prizes by scanning your badge at our exhibitor booths.
- Make dinner plans with your new connections and explore the best of what Toronto nightlife has to offer. Just be sure to set your alarm for Day 2!
6:15 pm