CMAcx Morning Event
8:00 a.m. – 11:00 a.m.
Members: $139
Non-Members: $239
Early-bird pricing ended
April 17th
George Brown College Campus
51 Dockside Drive (Queen's Quay)
2nd Floor
Toronto, ON
View Map
Overview
CMAcx is your chance to learn from customer experience experts how to execute meaningful brand experiences and build loyalty via customer and employee engagement. Learn how to navigate this new marketing ecosystem that is becoming the new competitive battlefield and how to apply successful CX strategies to drive your organization on its journey to customer centricity.
Agenda & Speakers
8:00 AM |
Breakfast and Networking
|
8:30 AM |
Opening Remarks
|
8:35 AM |
Panel Discussion – CX, the anchor of sustainable growth
Jennifer Steckel Elliott
Principal Director ACCENTURE Brent Chaters Managing Director, Digital Customer & Marketing Lead - Canada ACCENTURE Sonya Kunkel Head, Enterprise Customer Experience BMO FINANCIAL GROUP David Offierski Vice President, Customer Experience Strategy & Design ONTARIO LOTTERY AND GAMING CORPORATION Companies that continuously adapt to evolving customer needs to achieve hyper-relevance will benefit from sustainable growth and lasting customer loyalty as they seamlessly move from one growth opportunity to the next. A small group of pioneering CMOs and brands are leading the way. Many companies understand the importance of embracing customer experience - 87% of organizations agree that traditional experiences no longer satisfy their customers - but, they’re struggling to truly transform their businesses and adapt in the face of disruption. Learn more about the first steps to winning at CX and the opportunity for senior marketing leaders to step into the redefined role of marketing and collaboration. The opportunity to create emotive and powerful experiences for customers is out there but only if the CMO Collaborator can inspire customer-centric thinking that resonates with a positive brand experience across all lines of business.
Prior to this most recent appointment, she was Chief Inclusion Officer and Vice President, People Strategies & Insights, BMO Financial Group. She had enterprise-wide responsibility (Canada & U.S.) for key enterprise people strategies, including people strategy planning, diversity and inclusion, and employee insights and engagement. Sonya joined BMO in 2011 as Director, Diversity and Inclusion, following a decade of research and consulting where she specialized in understanding the experiences of women, visible minorities, and Aboriginal peoples, particularly their experiences in the workplace. Formerly Vice-President, Public Affairs and Business Development for Environics Research Group, she led Environics Institute’s 2010 Urban Aboriginal Peoples Study (uaps.ca). She served as Senior Director of Catalyst (2001-2007), where she worked with former President Susan Black to build the Catalyst Canada office. Here, she held responsibility for Catalyst Canada’s Advisory Services and key research streams. Sonya has an undergraduate degree in Peace and Conflict Studies, an M.A. in Political Economy and an MBA in Strategic Management from the Schulich School of Business.
The Customer Experience Strategy and Design Department is comprised of a multi-disciplinary team of subject matter experts, service designers as well as user experience and visual designers. The CX team works collaboratively across the organization to achieve our objectives of delivering world-class gaming entertainment and to build OLG’s capability to create captivating experiences that appeal to the next generation of players. |
9:15 AM |
Networking Break
|
9:30 AM |
Strengthening CX through Transparency
Sara Clodman
VP, Public Affairs and Thought Leadership CANADIAN MARKETING ASSOCIATION
|
9:35 AM |
The 3 Big Mistakes Organizations make in Approaching Customer Journey Management
Anne O’Connor
Senior Managing Consultant MASTERCARD ADVISORS How the three mistakes can impact journey performance and what levers your organization can pull to effectively improve your members experiences.
|
10:15 AM |
Optimizing Internal Alignment to Deliver Great Customer Experience
John Bardawill (Moderator)
Managing Director TMG INTERNATIONAL INC. Stephan Sigaud (Panelist) EVP Marketing and Development CXPA Toronto Chair PHASE 5 Carmen Day (Panelist) VP, Guest Experience WOODBINE ENTERTAINMENT Meghan Sherwin (Panelist) VP, Marketing KEILHAUER Milos Vranesevic (Panelist) Senior VP, Chief Marketing Officer SUN LIFE FINANCIAL You would think that the need to be customer focused would drive strong internal alignment, but often it is the number 1 barrier. In a Canadian study by TMG International and Phase 5, internal alignment was identified by 49% of all Canadian executives as the number one barrier to successfully improving Customer Experience. Why is internal alignment around the customer so difficult to achieve and what needs to be done to improve it to better enable a better Customer Experience? In this panel discussion we will ask organizations:
“Success in business is about having a deep understanding not only of what is required at a strategic level, but also at an operational level. I help our clients bridge that gap.” John has 25 years of international marketing and management experience, initially as a vice president for companies like Thomas Cook, Thomson Publishing and Southam Newspapers, and later as a trusted advisor working with Ericsson, Cable & Wireless, Bell Canada, Rogers, and RBC Insurance. Few people are aware that John has an undergraduate degree in psychology, or that as a student, he earned extra cash singing and playing piano at weddings. He still knows how to work a room, but these days the audience is usually senior executives and the instrument is PowerPoint.
Stephan is passionate about partnering with clients to address their business challenges and opportunities around customer centricity. A recognized expert in CX, he has helped leading brands achieve sustainable growth through gains in customer loyalty in all major sectors of the global economy, having worked with clients in Financial Services, Telecom and Technology, Automotive, Hospitality and Retail as well as clients in the non-profit and public sectors. Stephan has given presentations at conferences and seminars around the globe and is active in both Marketing and Customer Experience communities in Canada.
He is responsible for accelerating global brand and marketing; digital and content marketing; client experience, analytics and insights; and global philanthropy and sponsorships. Milos joined Sun Life Financial in 2018. In his last role, he led Marketing and Communications for Mastercard International’s Latin America and Caribbean region covering 42 countries. Prior to this, Milos held a number of progressively senior positions for high-profile global consumer brands in Canada and the U.S including LoyaltyOne, the world’s leading provider of loyalty marketing programs to global corporations, TWBA Chiat/Day Advertising and the National Hockey League. Across the industry, he is known for his leadership and collaborative approach to working with teams to deliver strategic, breakthrough, insight-driven campaigns and programs. Outside of work, Milos enjoys traveling, reading fiction and spending time with his wife, son and family. |
10:55 AM |
Closing Remarks & Networking
|
See Who Attended the CMAcx Last Year
See who attended last time.
Title | Company |
Account Manager | 4D |
Account Manager | 4D |
Principal Director, Customer & Channels | Accenture |
Marketing Manager | Active International |
Partner | Agency59 |
Senior Marketing Manager | Altus Group |
Graphic Designer | B2B Bank |
National Retail Operations Manager | Brand Momentum |
Brand Manager | Bridgeable |
Marketing Director | CAA Club Group |
CFO & Director, Member Services | Canadian Automobile Dealers Association |
Chief Marketing and Development Officer | Canadian Red Cross |
Chief Marketing Officer | Carrot Rewards |
Senior Marketing & Communications Associate | Carrot Rewards |
Professor | Centennial College |
Marketing Analyst | CIBC - Canadian Imperial Bank of Commerce |
Senior Manager, Database Marketing | CIBC - Canadian Imperial Bank of Commerce |
Director of Marketing | conseogroup |
VP, Client Lead | Cossette |
GAD | Cossette |
VP Consulting Operations | Data Insight Group Inc. (DiG) |
Senior CRM Marketing & Analytics Consultant | Data Insight Group Inc. (DiG) |
National Marketing Manager | Day & Ross Freight |
Vice President, Marketing | Edgewell Personal Care Canada |
Account Director | EDox Communications |
Senior Vice President | Environics Analytics |
Sr. Consultant | Environics Analytics |
Marketing Communications Manager | Equifax Canada |
Director Client Experience, Strategy & Execution | Equifax Canada |
Director, Marketing & Communications | Financial Planning Standards Council |
Manager, Service Delivery | Financial Planning Standards Council |
President | Geri McCuish |
Vice President, CXO | Halmyre |
Vice President, Market Solutions | Hydro One Networks Inc. |
SVP, Ipsos Loyalty | Ipsos |
Retail Manager | IQOS |
CX Retail | IQOS |
Manager of Insights | Jamieson Laboratories |
Assistant Insights Manager | Jamieson Wellness |
President | Kantar |
Vice President, Strategy | Kantar |
Senior Research Director | Kantar |
Research Manager | Kantar |
Vice President | Kantar |
Director | Kantar |
Research Manager | Kantar |
Vice-President | Kantar |
head of marketing | KPI Digital |
Practice Leader, Digital Marketing | KPI Digital |
Sr Bus Dev Exec | KPI Digital |
Head of Digital | KPI Digital |
President | KPI Digital |
Account Executive | |
Sr. Brand Manager | Loblaw Companies Limited |
Design manager | Manulife |
Assistant Vice President, Global Strategy & Customer Experience | Manulife |
Manager, Global Customer Experience | Manulife |
Director Global Customer Experience | Manulife |
Account Manager | Manulife |
Research & Insights | Manulife |
Chief Marketing Executive | Marketing Inc. |
Senior Director, Marketing & Communications | MCAP |
Associate Director Marketing Operations | MCAP |
Director, Marketing and Communications | MedicAlert Foundation Canada |
Director BD | Metrick System |
Director, Customer Experience | Metrolinx |
Senior Customer Experience Advisor | Metrolinx |
Manager, Customer Experience | Metrolinx |
Junior Analyst | Metrolinx |
Manager, Market Research | Metrolinx |
Marketing Director | NLogic |
Retail Operations | OCS |
Retail Succession Planning | OCS |
Director Marketing | OCS |
Gaming Marketing Lead | OLG |
Regional Marketing Manager | OLG |
Marketing & Communications Manager | On Side Restoration Services Ltd. |
Client Relations Director | On Side Restoration Services Ltd. |
Marketing Manager | One King West Hotel & Residence |
Director, Member Services and Strategic Partners | Ontario Society of Professional Engineers |
Communications & Digital Media Strategist | Ontario Society of Professional Engineers |
Community Engagement and Events Specialist | Ontario Society of Professional Engineers |
Manager, Partnerships and Client Strategies | Pattison Outdoor |
Managing Director | Pearl Strategy and Innovation Design Inc. |
Marketing Community coordinator | Pelmorex Inc. |
Retail Design | Philip Morris International |
Account Manager | Pressboard |
Senior Marketing Manager | RBC |
Strategic Marketing Research | RBC |
Marketing Intelligence Executive | RBH |
Media & Event Coordinator | RBH |
SVP Marketing & Strategy | ReMark |
Account Director | ReMark Canada |
Vice President, Marketing | Revera |
Senior Manager | Revera |
Manager Retail and Consumer Channels | Rothmans Benson & Hedges |
Portfolio Manager | Rothmans Benson & Hedges |
Manager Commercial Projects | Rothmans, Benson & Hedges |
Lead Alternate Consumer Channels | Rothmans, Benson & Hedges Inc. |
Retail Operations Lead | Rothmans, Benson and Hedges |
Business Development & Client Services | SapientRazorfish |
Account Executive | SAS (Canada) Institute |
Managing Director | SCENE |
Managing Director | SCENE |
Marketing Manager | Score Promotions |
Director, Business Support | Scotiabank |
Director, Strategy & Channel Management | Scotiabank |
Senior Manager International Direct Marketing | Scotiabank |
President and Chief Strategis | SG Consulting |
Director, Digital Strategy | Sheridan College |
Director, Brand Strategy | Sheridan College |
Director of Marketing | Shoppers Drug Mart |
Sr Marketing Manager | Shoppers Drug Mart |
Managing Director, Canada | Stratacache |
Marketing Programs Consultant | Sun Life Financial |
Marketing programs consultant | Sun Life Financial |
AVP, Marketing & Communications Services | Sun Life Financial |
Marketing Manager | Sun Life Financial |
Client Insights Manager | Sun Life Financial |
Senior Manager, Strategic Business Development | Sun Life Financial |
Manager, Creative Studio | Sun Life Financial |
Marketing Insights Manager | Sun Life Financial |
VP, Marketing and Client Experience | Sun Life Financial |
AVP, Client Experience | Sun Life Financial |
Business Consultant | Sun Life Financial |
Marketing Supervisor | Sunlife |
Marketing Supervisor | Sunlife |
Marketing Manager | TD Bank Group |
Marketing Manager | TD Bank Group |
Marketing Manager | TD Bank Group |
Senior Manager, Marketing | TD Bank Group |
Marketing Planner | TD Bank Group |
Senior Manager | TD Bank Group |
Senior Marketing Manager | TELUS |
Marketing Specialist | The Co-operators |
ACCOUNT SUPERVISOR | THE HIVE STRATEGIC MARKETING |
ACCOUNT DIRECTOR | THE HIVE STRATEGIC MARKETING |
President | The Think Tank |
Marketing Events Coordinator | Thomson Reuters Canada, a division of Thomson Reuters Canada Limited |
Senior Manager, Consumer Insights | Tim Hortons |
Customer Experience Analyst | TMG International Inc |
Customer Experience Manager | TMG International Inc |
Managing Director | TMG International Inc |
Customer Experience Consultant | TMG International Inc |
Director, Communications, Programming & Customer Engagement | Toronto Public Library |
Director, Digital Services & Emerging Technologies | Toronto Public Library |
Director, Branch Operations & Customer Experience | Toronto Public Library |
Ad Product Manager | Toronto Star |
Director, Client Services | Tourism Toronto |
Creative Director | TrackDDB |
President & CEO | Vividata |
President | Wellspring Integrated Marketing |
Marketing Representative | Woodbine Entertainment |