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 Canada
2. WestJet
3. Microsoft
4. Dell
5. Intuit
6. BC Hydro
Source 10 solutions to deliver customer
experience excellence:
1. Achieve strategic alignment across corporate silos
2. Deliver consistent omni-channel customer connections
3. Manage social conversations effectively
4. Incorporate customer needs into your product development
5. Improve operational efciencies while meeting customer expectations
6. Translate the voices of customers into actionable strategies
7. Align employee incentives with customer experience objectives
8. Integrate mobile into your overall CE strategy
9. Determine your success indicators and measure accordingly
10. Explore new opportunities in the future of customer experience
7. De Beers
8. Mobilicity
9. Oxford Properties
10. 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
Customer
Experience
Strategies Summit
CANADAS TOP
Customer
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 silos
2. Deliver consistent omni-channel customer connections
3. Manage social conversations effectively
4. Incorporate customer needs into your product development
5. Improve operational efciencies while meeting customer
expectations
6. Translate the voices of customers into actionable strategies
7. Align employee incentives with customer experience objectives
8. Integrate mobile into your overall CE strategy
9. Determine your success indicators and measure accordingly
10. Explore new opportunities in the future of customer experience
Our conference differentiators:
1. CEO presentation
2. Nine exclusive case studies and insights
3. Industry-vetted, highly requested speakers
4. History of distinguished delegates
5. 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 eld 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 customers
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. Benet 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 rst to remain
competitive in the constantly evolving market
landscape.
Your next step: This conference!
Register Today Space Is Limited and Sure To Sell Out
Dont miss your chance to participate in these critical discussions and to network with the leaders in this rapidly growing
eld. Register for our limited spaces by calling 1-866-298-9343 or emailing registrations@strategyinstitute.com today.
Source solutions from 11 NATIONAL and
INTERNATIONAL leaders:
1. ING DIRECT Canada
2. WestJet
3. Microsoft
4. Dell
5. Intuit
6. 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 Beers
8. Mobilicity
9. Oxford Properties
10. 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 specically designed for the following:
Financial Services, Retail, Telecom,
Hospitality, Transport, Utilities,
Technology, Automotive, Pharmaceuticals,
and Healthcare
CEO | CMO | Chief Customer Ofcer | 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 Corporations
President | 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
Stakeholders
Director/ 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 firms 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 carter@strategyinstitute.com.
www.customerexperiencecanada.com
Dont 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 Ive gathered today
some great information and data that I cannot wait
to bring back.
Julie Daigle, Manager of Customer Experience
Programs, Nissan/ Inniti Canada
Contextual insights and experiences.
Gustavo Mothe, Head of Customer Strategy &
Innovation, Sano 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 for
FREE!
1-866-298-9343 | registrations@strategyinstitute.com
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 doesnt 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 Excellence
Organizational 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, nance,
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 Experience
This 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.
Specically, 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
ONETuesday | Nov. 13th, 2012
DAY
www.customerexperiencecanada.com
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 Experience
Ensuring consistency across touch-points is one of the most
difcult 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
Interact with conference speakers and fellow attendees.
3:15 PM Digital Strategy
Good Digital Strategy Needs Real Users: Ensuring
Your Digital Strategy Aligns With Real World
Needs
Knowing 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 companys goals and users goals through cross-
channel touchpoints
Dene your approach to digital proactively, ensuring tactical
relevancy
Learn how can you dene and own your digital strategy, before
someone does it for you.
Anthony Hempell,
Director, User Experience,
UX Guys
Tara Franz
Director, User Research,
UX Guys
4: 00 PM Case Study: BC Hydro
Moving a Generation: Integrating Customer
Expectations into Your Operational Processes
BC 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
efciencies. In this session, BC Hydro will share what they
have learned in moving the customer experience from phone
calls to online.
Increasing operational efciencies through migrating
customers online
Overcoming challenges in service modication from calls to
online experiences
Meeting the demands of the new generation
Emulate BC Hydros success in changing their operational
processes to meet the next generations expectations.
Jim Nicholson,
Director of Customer Care,
BC Hydro
1-866-298-9343 | registrations@strategyinstitute.com
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 difcult 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 ve
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 Innovation
Experience 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 Economy
The 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:
ONEcontinued...
DAY
TWOWednesday | Nov. 14th, 2012
DAY
www.customerexperiencecanada.com
10: 30 AM Mid-Morning Networking Break
Interact with conference speakers and fellow attendees.
11: 00 AM Case Study: Mobilicity
Drive Organizational Transformation Through
Continuous Support of a Customer-Centric
Culture
Embedding 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 Ofcer,
Mobilicity
11: 45 AM Online Experiences
Bridging Your Online and Ofine Customer
Experiences to Maintain Consistency and
Excellence
As 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 ofine 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
rst 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 Process
While 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
Canadas 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 rene 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 nancial 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 Torontos most luxurious
hotels while taking advantage of this special rate
of $315 per night. Call 1-888-980-8850 or email
slto.reservations@shangri-la.com and mention
Customer Experience Summit. You must book
by October 31st, 2012 or rates will double.
188 University Avenue, Toronto, ON, M5H 0A3, Canada
1-888-980-850 | slto.reservations@shangri-la.com
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 rst-class dining at one of the most prestigious
restaurants in North America
4. Don't miss your chance to experience rst class luxury at
a fraction of the cost
5. The hotel is just minutes away from Downtown Torontos
business & entertainment districts
6. Bring your spouse and enjoy a mini vacation in luxury
3:15 PM Mid-Afternoon Networking Break
Interact with conference speakers and fellow attendees.
3: 45 PM Case Study: AIMIA
Engaging Your Employees to Drive the Success of
Your Customer Experience Strategy
Every employee is a touch-point and every interaction they
make will be a reection of your organizations 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 Organization
Creating 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 companys core values with customer experience
Dene 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-dened
customer experience vision.
Claire McIntyre,
Director of Marketing and Communications,
Oxford Properties
5:15 PM Conference Adjourns
TWOcontinued...
DAY
1-866-298-9343 | registrations@strategyinstitute.com
ATTENTION MAILROOM: If undeliverable to addressee, please forward to:
Chief Customer Ofcer, VP/ Director of Customer
Experience, VP/Director of Marketing
M
U
L
T
I
P
L
E

O
R
D
E
R
S

P
L
E
A
S
E

P
H
O
T
O
C
O
P
Y
Please register this person for:
2
nd
Annual Customer Experience Strategies Summit
DELEGATE NAME: TITLE:
COMPANY/FIRM:
ADDRESS:
CITY: STATE: ZIP CODE:
TELEPHONE: ( ) FAX: ( )
MOBILE: ( ) EMAIL:
APPROVING
MANAGERS NAME: TITLE:
2
CONTACT DETAILS
VISA MasterCard American Express Payment Enclosed Please Invoice Me
(Invoice due upon receipt)
CARD HOLDERS NAME:
CARD NUMBER: EXPIRATION DATE: /
SIGNATURE:
3
METHOD OF PAYMENT
HST# R138790662
Disclaimer: Strategy Institute reserves the right to change or adjust the agenda without notice.
1
CONFERENCE PRICING
SAVE $200
Register by September 28
th
Regular Investment
Conference $1,695 $1,895
HOW TO REGISTER:
Phone: 1-866-298-9343
E-Mail: registrations@strategyinstitute.com
Online: www.customerexperiencecanada.com
Mail: Strategy Institute
401 Richmond St. West. Suite 401
Toronto, 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 registrants 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.
Keep up with all
of our latest news
Follow us
@CXSummit12
on
Customer Experience
Strategies Summit
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
CANADAS TOP
Customer
Experience
Event!!