CMAcx Morning Event

Optimize your Customer Experience journey with key insights

May 7, 2020
8:00 a.m. – 11:30 a.m.

Members: $99 (Reg. $149)
Non-Members: $199 (Reg. $249)

Early Bird Ends April 16

Downtown Toronto


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Customer Experience continues to be a focus for many organizations, but some face challenges in driving an understanding of the customer and how best to meet their needs. The event will address the following:

  • What is the current state of Customer Experience in Canada? The results of the 2020 State of Customer Experience in Canada will be presented.
  • What are the organizational challenges that companies are having in understanding their customers’ CX requirements, putting a plan together and making the necessary operational changes?
  • Recognizing the increasingly diverse workforce in today’s organizations, what are the cultural challenges to supporting and improving customer experience?


Agenda & Speakers

8:00 AM
Breakfast and Networking
8:25 AM
Opening Remarks
8:35 AM
The State of CX in Canada

In this presentation, TMG International Inc. and Phase 5 will reveal the results of the 2020 study on the State of CX in Canada. This study was originally conducted in 2018 and will focus on what has changed and what the implications are for Canadian marketers. The presenters will share the latest best practices in Customer Experience and help attendees determine what their organizations needs to do to give consumers the experience they desire and deserve. Attendees will gain insights into:

  • How Canadian organizations perceive the success of their customer experience efforts compared to 2018
  • How Canadian consumers perceive the experience they receive in 2020 compared to 2018
  • How to close the gap between your customers’ expectations and the experience your organization delivers to them
9:15 AM
Ipsos Presentation

Together with one or two clients (TBD), we will look at the necessity of having a clearly articulated CX strategy and a deliberate CX definition or intention statement.  The focus will be on the journey of creating a CX strategy designed to aid in the delivery of a customer experience that reflects the brand’s promise and to measure the gaps between that brand promise and the actual experience.  We will explore lessons learned and challenges faced, as we outline the importance of aligning the strategy throughout the organization and ensuring that the return on investment is at the heart of the strategy.

9:55 AM
Networking Break
10:15 AM
10:55 AM

Brands make promises to customers, who in turn experience and assess the delivery of those promises through various touchpoints along the customer journey. This panel discussion will explore how major Canadian organizations leverage culture to manage and optimize the alignment between brand and CX.

11:30 AM
Closing Remarks & Networking

See Who Attended Last Year

Learn more about CMA’s new Morning Event Series.

Title Company
Art Director 4D
Creative Writer 4D
Principal Director Accenture
Managing Director, Digital Customer & Marketing Lead - Canada Accenture
Marketing and Communications Director Accenture
Marketing Manager Accenture
Managing Director, Experience Transformation Accenture
Director Accenture
Group Account Director at MXM Accenture
Managing Director Accenture
Managing Director Accenture
Management Consulting Analyst Accenture
VP, Marketing, Communications & Digital Strategies ACCES Employment
Manager, Digital Communications ACCES Employment
Manager, Marketing & Communications ACCES Employment
Head of Communications AFBS
Manager, CRM Strategy Allergan
Digital Marketing Director Allergan
Marketing Director Allergan
Marketing Manager Bayshore HealthCare
Consultant Bell Canada
Chief Executive Officer Blackcreek
Head, Enterprise Customer Experience BMO Financial Group
Manager of Digital Experience Burgundy Asset Management
Marketing Director CAA
CMRP | director, marketing research Canada Post Corporation
Marketing & Events Manager Canada Post Corporation
Small Business Marketing Officer Canada Post Corporation
Enterprise Marketing Manager, Content Build Canada Post Corporation
AVP Initiatives & Strategy Canadian Marketing Association
Manager, Regulatory Affairs Canadian Marketing Association
Director, Member Experience CFIB
Senior Marketing Manager, Simplii Financial CIBC
Consultant CIBC
Senior Manager, Database Marketing CIBC - Canadian Imperial Bank of Commerce
Senior Manager, Enterprise Marketing CIBC - Canadian Imperial Bank of Commerce
Marketing Manager CIBC - Canadian Imperial Bank of Commerce
VP, Loyalty, Insights & Guest Experience Cineplex Entertainment
SVP, Sales & Client Experience Cision
Director, Cision Insights Cision
Communications Assistant Cision
Account Director Cleansheet Communications Inc.
Account Supervisor Cleansheet Communications Inc.
Brand Marketer Clearbridge Mobile
VP Client Lead Cossette
Consultant CUMIS
Senior Consultant and Project Lead Data Insight Group Inc. (DiG)
President (Chief DiGger) Data Insight Group Inc. (DiG)
Vice President, Consulting Services Environics Analytics
Director, Account Management Environics Analytics
Account Manager Environics Analytics
SVP & Practice Leader Environics Analytics
Chief Customer Officer FCT
Director of Fundraising Fred Victor
Director, Strategy George Brown College
Alumni Direct Marketing and Database Manager George Brown College
Senior Manager, Alumni Relations George Brown College
Chair, School of Marketing George Brown College - Centre for Business
Marketing Manager George Brown College - Centre for Business
Professor George Brown College - Centre for Business
Professor George Brown College - Centre for Business
Research iab Canada
Sales Director InMoment Canada
Director, Customer Success InMoment Inc.
Digital Strategy Director Intact Financial Corporation
Manager, Advisor Marketing Investment Planning Counsel
Account Manager Ipsos
Senior Account Manager Ipsos
Senior Vice-President, Ipsos CX Ipsos
Account Manager Ipsos
Marketing Manager Jardine Lloyd Thompson
Senior Director Kantar
Vice President, Marketing Keilhauer
VP Marketing Keilhauer
Account Director Kenna
Corporate Director, Bathroom Tissue Kruger Pruducts LP
Senior Manager Laurentian Bank
Director, Issuer Marketing Mastercard
Vice President, B2B & Product Marketing Mastercard
Director, Account Management Mastercard
Associate Analyst, Data and Services Mastercard
Associate Managing Consultant, Data and Services Mastercard
Consultant, Data and Services Mastercard
Consultant, Data and Services Mastercard
Manager, Account Management Mastercard
Senior Brand Advisor Metrolinx
Marketing Director Mr. Lube Canada
Research Manager OLG
Vice President, Customer Experience Strategy & Design OLG
Director, Lottery Business Development & Innovation OLG
Senior Manager, Product Innovation - Lottery Sales & Marketing OLG
Senior Director OMA Insurance
Marketing Lead PATTISON Outdoor Advertising
EVP Marketing & Development Phase 5
Senior Digital Supervisor Promotivate
Account Manager, Integrated Marketing Proof Inc.
Senior Marketing Manager RBC
Sr. Research Manager RBC
Sr. Research Manager RBC
Marketing Manager RBC
Senior Marketing Manager RBC
Global Head of Media RBC
Senior Marketing Manager, Home Equity Financing RBC
Marketing Manager RBC
Marketing Manager RBC Royal Bank
Marketing Manager RBC Royal Bank of Canada
Account Executive Salesforce
President and Chief Strategist SG Consulting
Director Simplii Financial
Sr. Customer Success Manager Siteimprove
Manager of Customer Success Siteimprove
SVP, Chief Marketing Officer Sun Life Financial
Manager, Brand Management Sun Life Financial
Director, Corporate Marketing Sun Life Financial
Manager, Brand Advertising Sun Life Financial
Executive Assistant to Milos Vranesevic, SVP & Chief Marketing Officer Sun Life Financial
Chief Marketing Officer, Canada Sunlife Financial
Business Program Director Switch Creative
Director of Marketing Symplify
Regional Sales Manager Symplify Inc.
SVP, Metro East TD Bank Group
Sr. Advisor TELUS Advertising Services
Project Specialist The Canadian Marketing Association
Project Specialist The Canadian Marketing Association
President The Cargo Agency
Consumer Relations Coordinator The Pelmorex Corp (The Weather Network)
Customer Experience Manager TMG International Inc.
Managing Director TMG International Inc.
Director, Communications, Programming & Customer Engagement Toronto Public Library
Communications Officer Toronto Public Library
Manager, Marketing Communications Toronto Public Library
Director, Branch Operations & Customer Experience Toronto PublicLibrary
Consultant Vincent Associates Inc.
Director, Business Development WiderFunnel
VP, Guest Experience Woodbine Racetrack
Group Account Director WPP Teams
Account Director WPP Teams
Senior Strategist Wunderman Thompson

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