May 13, 2016

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Track 1

7:30-8:00

Registration & Breakfast

8:00-8:15

Opening Remarks

8:15-9:15

Fireside Chat
Charlene Greig (Microsoft)
John Kariotis (Amberleaf)
Annmarie Greer (The Shopping Channel)
Mike Cooling (Purolator Inc.)

9:15-10:15

Session 6A
Transactional to Relational-
World Vision's Journey
Anne Yurkiv & Margaret Casar
World Vision

Session 6B
First In Class Service
Carmen Hogan
Green Shield

10:15-10:45

Networking Break

10:45-11:45

Session 7
Delivering the brand experience
through your employees
Dave Pitsch
Lululemon Athletica

11:45-12:45

Networking Lunch

12:45-1:45

Session 8A
Leading People…The Journey
Dina Sergi
The Shopping Channel

Session 8B
Introducing a Sales Culture to your Inbound Customer Service Team
Nick Kossovan
Festo Inc.

1:45-2:15

Networking Break

2:15-3:15

Session 6B
The Challenge of Change
Richard Batchelor
Capillary Consulting

Session 9B
Maintaining Sucess and Employee Engagement Through a Virtual-Service Model
Tristan Lockie
MeritBiz

3:15-4:15

Session 10
Personal Effectiveness for Corporate Performance
Carol Sachowski

4:15-4:45

Closing Remarks & Door Prizes