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
401 Bay St., 8th floor
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;
- Culture: Because employees are the ones creating those memorable, differentiating experiences that generate customer engagement and loyalty.
- Strategy: Defining the customer experience to enhance the value proposition in order to remain competitive.
- 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
Breakfast and Networking
Marketing is a key player in understanding and influencing the client experience
Vice-President Marketing and Client Experience, Individual Insurance and Wealth
SUN LIFE FINANCIAL
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
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.
Closing Remarks & Networking