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    • May 11, 2016
    • May 12, 2016
    • May 13, 2016
  • Register & Attend
    • Register
    • Contact Centre Site Tours
    • Speakers
    • Venue & Accommodations
  • Exhibitors & Sponsors
  • Contact Us
  • Home
  • About
    • President's Letter
    • Past Conferences
  • Schedule
    • May 11, 2016
    • May 12, 2016
    • May 13, 2016
  • Register & Attend
    • Register
    • Contact Centre Site Tours
    • Speakers
    • Venue & Accommodations
  • Exhibitors & Sponsors
  • Contact Us

Schedule

May 12, 2016

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Download our Conference Brochure!
 

Track 1

Track 2

 

7:30-8:00
Registration & Breakfast
 

8:00-8:15
Opening Remarks
 

8:15-8:45
Keynote
Relieving Stress with Humour
Judy Croon
 

8:45-9:15
Session 1
Delivering a Great Experience
Chris Watchorn
Canada Post
 

9:15-10:15
Session 2A
One Red Lipstick - We all need role models
Anne Day
Company of Women
Session 2B
Getting 360 Degree Customer Insight: How Real Madrid and Others Are Changing the Game!
Peter Goth
Microsoft
 

10:15-10:45
Networking Break
 

10:45-11:45
Session 3A
Get Ready – It’s Going to Be a Wild Ride!
Marilyn Sauliner
Interactive Intelligence
Session 3B
Mindfulness Session
Michael Decaire
FLEX Psychological Services
 

11:45-12:30
Session 4A
From Surviving to Thriving - The Resilient Leader
Corey Atkinson
(Cutting Edjj Consulting)
Session 4B
Discovering the Buy Button: Neuromarketing, The Cutting Sales Edge
Christine Boyle
(Cutting Edjj Consulting)
 

12:30-1:30
Networking Lunch
 

1:30-2:30
Panel Discussion
Kim B. Overbye (OPMG)
Jane Torrance (Just Energy)
Marilyn Saulnier (ININ)
Louis Li (BMO)
 

2:30-3:30
Session 5A
Sales and Service – Delivering great customer service​
​Lyell Farquharson
WestJet Airlines
Session 5B
Our Journey to Customer Service
​Excellence

Rabih Safadi
ListenUP! Canada
 

3:30-4:00
Networking Break
 

4:00-5:00
Session 6A
The Strategy of Customer Excellence
Raphael Ly and D​aniel Resnick
KPMG
Session 6B
Delivering Superior Customer Service Experiences - Separating Yourself From The Competition By Increasing Employee Loyalty And Capitalizing On Technology Investments
Richard Antosik
Moneris Solutions Corporation​
 

5:00-6:30
Complimentary Wine & Cheese Networking
​Sponsored by:
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