CMAcx 2018

Optimize your Customer Experience journey with key insights

May 8, 2018
8:00 a.m. – 11:00 a.m.

CMA Members Early-Bird (until April 16, 11:59pm ET): $89
Non-Members Early-Bird (until April 16, 11:59pm ET): $139
Arcadian Lofts
401 Bay St., 8th floor
Toronto, ON
View Map

Sun Life Financial

The ABER Group    Ariad Communications    Ayima     CNW


Customer experience is the new competitive battlefield.  It is among the top issues on CEOs’ minds.  While there had been much focus on how companies manage service experiences across multiple channels, research has shown that, of those CX practitioners who garnered large investments in their organizations, only 51% remained in their positions 2 years later.  So of those who survived, what are they doing right and what can we learn from them on how to make CX the competitive advantage.  In this session we will explore three key contributing factors;

  1. Culture: Because employees are the ones creating those memorable, differentiating experiences that generate customer engagement and loyalty.
  2. Strategy: Defining  the customer experience to enhance the value proposition in order to remain competitive.
  3. Technology: Learn from industry leaders how they are able to harness the power of technology without minimizing the role of humans in delivering the optimal customer experience.


Agenda & Speakers

8:00 AM
Breakfast and Networking
8:30 AM
Opening Remarks
8:35 AM
Marketing is a key player in understanding and influencing the client experience
Samantha O’Neill
Vice-President Marketing and Client Experience, Individual Insurance and Wealth

Marketing is a key player in understanding and influencing the client experience (cx), but if cx only lives in marketing, it won't take hold and drive change where it actually matters to clients. How can marketers position as client advocates and influence other departments to improve client experiences throughout the organization?

Meet Samantha O'Neill
Samantha O’Neill is instrumental in shaping the client experience for thousands of Canadians who do business with Sun Life Financial’s Individual Insurance and Wealth division. Prior to joining Sun Life in 2017, Samantha led the analytics and insights team at LoyaltyOne (owner operator of the Air Miles Program). She also acquired deep expertise in customer insights, marketing and sales as a management consultant for some of the largest and most successful retailers in Canada and the U.S. Samantha has a Bachelor of Commerce Degree from Queen’s University and a Master of Business Administration from Kellogg School of Management at Northwestern University. She keeps busy with her 3 very active children and 14-month-old Bernedoodle, and enjoys skiing, hockey and curling.

9:15 AM
Panel Discussion - Redefining the retail customer experience

Retail focused organizations are under increasing pressure to compete against the barrage of online competition. Leading retailers are leveraging their physical environments – to extend the brand experience beyond just a transaction by enhancing the customer experience. With significant resources tied up into fixed assets, learn how a number of leading organizations are using “reverse disruption” to create a better customer experience.

9:55 AM
Networking Break
10:15 AM
10:55 AM
Closing Remarks & Networking

Tell Us What You Think
  1. If you haven't left a comment here before, you may need to be approved by CMA before your comment will appear. Until then, it won't appear on the entry.
    Thanks for waiting. View CMA's Blogging Policy.