2017 Customer Experience Leadership Forum
Why You Should Attend!#ArgyleCX
Over the past five years, corporations have become painfully aware that customer experiences define not only brand loyalty, but profitability. To explore the growing importance of customer experience, Argyle Executive Forum is bringing together leading executives for our annual CX Forum in Toronto. Throughout a full day of content and networking, we will focus on the most pressing issues that customer experience professionals are facing moving into 2017, with an agenda geared specifically towards Chief Customer, Customer Experience, and User Experience Officers, as well as VPs and Directors of customer experience, customer care, support and service in a leadership role. Key topics we’ll explore include:
- Evaluating emerging capabilities to revamp outdated call centers
- Leveraging self-service to address the needs of the increasingly demanding customer
- Driving personalized interactions and brand loyalty through mobile and social platforms
- Exploring how CX executives can effectively guide their organization towards customer-centricity
- Creating seamless experiences across the entire customer journey, including pre-sales, service and technical support interactions
- Utilizing automated analytics, cross-channel support, contact rate, and performance support data to better understand the organization
Our keynote presentations, fireside chats, panel sessions, and networking breaks will enable candid discussions with your peers focused on these topics and more. Speakers at our 2016 Toronto Forum included Camille Kiffer, VP Consumer - Digital Channels at Rogers Communications; Lesley Haibach, Vice President, Loyalty at Ipsos; Christine Robertson, Head of Customer Service at Indigo; Cesar Rainusso, VP & Head of North American Digital Channels at Bank of Montreal; Shawn Shanahan, Head of Performance and Operational Excellence at Desjardins General Insurance Group; and more.
We look forward to bringing together another fantastic faculty in 2017, and to hosting you alongside our community of Fortune 500 CX leaders hailing from the Toronto area and beyond!
This event will feature insights from top executives, including:
If you'd like to recommend a speaker, please email Rhonda Le at firstname.lastname@example.org.
Air Canada View Bio »
Vicki is an airline industry leader with a blend of experience that includes customer service, strategic planning, airport operations and corporate transformation projects. She started her career with Air Canada 30 years ago as a Call Centre agent and is now the Director of Customer Care, where she promotes a passenger-centric culture. In 2016 she took on the mission of transforming how employees communicate with customers, particularly when things go wrong. She believes this quote from Maya Angelou embodies the essence of customer care: "I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel."
Vicki is a Montrealer who loves to travel for both work and pleasure. This experience helps her to tap into the needs and expectations of airline customers.
Volkswagen View Bio »
Speaker bio coming soon...
Scotiabank View Bio »
Darrell Bruce is Vice President, Toronto Customer Contact Centre, and is responsible for the bank’s customer contact centres in Toronto and Mexico City. The centres provide service and sales for customers throughout Canada 365 days a year, 24 hours a day. The vision of the Scotiabank Contact Centres is: “We will support our customers’ right to become better off by delivering memorable experiences with easy, simple solutions and personalized advice delivered by passionate, expert bankers.”
Darrell has over 33 years of experience in the financial industry including the retail branch network throughout central and Eastern Canada, wealth management, insurance and various head office working groups and committees. Darrell joined Scotiabank in 1983 and began his current role in 2015.
Darrell has a Fellow of the Institute of Canadian Bankers, a Personal Financial Planner designation, and has an MBA (Financial Services) through Dalhousie University.
UPS View Bio »
Craig Calvert was appointed to director of customer solutions for UPS Canada in February 2015. He is responsible for educating customers on planning strategies available through UPS that contribute to global supply chain success. He manages the business consultant team across Canada and leverages their expertise in the areas of supply chain efficiencies, technology, engineering, finance and sustainability. Prior to this role, Craig was the director of the customer solutions support team and the B2C strategist that helped launched the UPS Access Point® Network in Canada.
Craig’s 27 year career with UPS began in 1990 as a delivery information tracing clerk in Lachine, QC. Since then, he has held several positions within UPS which led him to relocate to Mississauga, ON, including customer automation development manager, product and technology manager and customer solutions manager.
Craig is a Professional Logistician with the designation of P.Log., from The Logistics Institute and holds a Bachelor of Commerce in Management Information Systems (MIS) from Concordia University in Montreal, QC. He is married and has two teenage boys. In his spare time, Craig enjoys playing squash, volunteering at tree planting events at the Oakville Green Conservation Association and participating in the JDRF walk to cure diabetes.
Nissan Canada View Bio »
Speaker bio coming soon...
Rogers Communications View Bio »
Neel has been in the telecommunications industry for 15 years in addition to a background in manufacturing and consulting. With wide ranging roles in IT, Customer Experience, Digital and Strategy he has a unique blend of knowledge that helps him drive Innovation in Customer Experience at Rogers. Having worked in big corporations as well as startups, he is determined to ensure that Rogers is the destination of choice for new and leading edge capabilities and partnering with the startup ecosystem.
He loves to talk tech, kids, and how Canada has become the best place to live and work.
Rogers Communications View Bio »
A customer-focused, technology-savvy professional who has been instrumental in developing strategic growth opportunities and has a successful track-record of exceeding revenue, operational and NPS targets. He has built innovative digital products, implemented and optimized digital sales and service experiences, with a specialty on the application of big data and marketing innovation.
He has experience in digital product development, digital marketing, customer experience, loyalty, big data, marketing automation, and innovation. Equally comfortable in corporate, agency and startup environments, he has demonstrated the ability to add value in different scenarios and offers diverse industry experience in financial services, automotive, telecommunications, retail, and utilities.
Recognized for strong leadership and relationship skills, he has effectively managed teams from 2 to 130, along with complex internal and external relationships. He has scaled high performance cross functional teams and as a strategic leader, coached and mentored them by cultivating a spirit of collaboration.
He is an ENTP
He likes funky socks
He has 2 kids
He will challenge rules to drive innovation
He plays the drums
He works hard and has fun doing it
Sears Canada View Bio »
Renee is leading the digital experience design transformation of Sears Canada. Employing the principles of lean UX and collaborative design, her mandate is to quickly modernize and re-establish this landmark Canadian brand as a leader in digital eCommerce. Her team is responsible for UX strategy, design, testing, and voice of the digital customer programs. Prior to joining Sears in May, Renee was VP, Digital Customer Experience at Indigo, helping to establish Canada's major book retailer as a leader in digital customer experience.
Allstate Canada View Bio »
Marcelo Regen is the Vice President, Allstate Brand and an officer of ACG (Allstate Canada Group). As Chief Sales and Marketing officer, he is accountable for 1,000+ people organization including Local Agencies, Customer Contact Centres and Group business. Marcelo also has accountability for all aspects of Marketing, Field rewards & recognition, Distribution Innovation, On-line Experience, Sales force Education, and Third Party Partnerships.
He began his career with ACG in 2004, joining the Finance & Planning team. As a member of a small core group in 2007, Marcelo played a key role in the development and launch of Allstate’s current distribution model. During his career with Allstate he took a number of Corporate strategy assignments and also held Regional sales responsibilities to gain exposure and experience in all aspects of the business. In November of 2011, Marcelo became an officer of the company and worked with leaders throughout ACG to identify and assess opportunities to accelerate the company’s profitable growth trajectory in Canada, and in 2012 he was promoted to his current role of Vice President, Allstate Brand.
Prior to joining Allstate, he worked in the consulting industry, specializing in organizational change for the Financial Services sector, leading several teams through the implementation of process improvement and operational effectiveness initiatives in his home country of Argentina.
Marcelo holds a degree in Economics from the National University of Tucuman (Argentina), graduated Magna Cum Laude with an MBA in Finance from Austral University (Argentina) and also holds a Charter Professional Accountant (CPA) designation in Ontario, Canada.
American Express View Bio »
As Vice President of Client Management for Merchant Services at American Express, Simona is an integral member of the merchant services leadership team, responsible for the growth and development of existing relationships and strategies across the company’s merchant network, spearheading collaboration efforts across multiple lines of business to drive value, loyalty, and engagement.
In her time at American Express, Simona has held multiple roles, including most recently the Director, New Product & Experience Development in Canada where she led the development and launch of several new products with a sharp strategic focus on partnerships, customer experience as well as technical and government processes. Prior to that role she was the Director of Retail Partnerships and previous to that, the Director of Portfolio Management Lending.
Simona is dedicated to helping new leaders internally at American Express, through her involvement as Executive Sponsor in the People Leader Learning Path (PLLP) in Canada. She is also passionate about being an active mentor for individuals both inside and outside of the organization. She graduated from the Richard Ivey School of Business at the University of Western Ontario, is a mom of two, and an avid reader.
Bank of Montreal View Bio »
Karen Sawyer is Director of Customer Loyalty & Growth for the Commercial Bank at BMO Bank of Montreal. In this role, she is accountable to develop strategies and drive initiatives that grow loyalty, increase share of wallet and acquire new customers for BMO’s Commercial customer base.
In the 16 years she has been with BMO, Karen has held multiple roles, most recently leading marketing strategy and execution for customer growth in the small business and commercial space. Prior to BMO, Karen specialized in direct marketing, providing consulting services to Canadian Tire Acceptance Limited and spent a decade specializing in affinity marketing with Trans National Financial.
In her spare time, Karen enjoys traveling and writing and has been published several times in the Globe & Mail. She is an avid supporter of non-profit organizations, donating both her time and financial support, with a particular interest in causes working to improve mental health, child welfare and single parent families.
Twitter View Bio »
Michelle Slater is an award-winning marketer, with 17 years of leadership experience in strategy development, consulting and execution within social, digital and traditional marketing disciplines for both B2B and B2C audiences. As the Head of Business Marketing at Twitter Canada, Michelle works closely with Fortune 100 companies to integrate Twitter into their marketing plans. Prior to joining Twitter, Michelle pioneered social media marketing at RBC. Michelle is an avid runner and volunteers at the Toronto Humane Society.
Canada Post View Bio »
Christopher joined Canada Post in 2011 as Director, Customer Service Network Effectiveness with overall responsibility for all facets of customer service including internal and outsourced contact centre operations, as well as overseeing all aspects of consumer and business service including workforce planning, customer experience, quality assurance, and reporting.
Prior to joining Canada Post, he spent fifteen years with varied industries including telecommunications, financial services, and outsourcing in customer service positions of increasing responsibility. Christopher has championed and overseen the transformation of customer service at Canada Post resulting in significant improvements to customer experience.
Christopher has been a member of the Board of Advisors with the Society of Workforce Planning Professionals since 2009 and a Member of the Advisory Board with the Customer Service Professionals Network since 2012. In his spare time, Christopher cherishes his time in Ottawa with his wife and their three young children.
Ipsos View Bio »
Speaker bio coming soon...
8:00am – 9:00am Breakfast
9:00am – 9:05am Argyle Executive Forum Opening Remarks
9:10am – 9:45am Keynote Presentation featuring Twitter: “Customer Care in an Era of Always On, Anytime, Everywhere - Turning F Yous into Thank Yous”
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With the power of a Tweet, a customer can provide your company with valuable insights on your product, service or processes, plus tell you exactly how they are feeling about your brand. How your company is perceived by prospects and customers is no longer a marketing function, it's now in the hands of the public.
Receiving immediate feedback from your customers has revolutionized customer care and requires a shift in internal processes to be able to respond efficiently and effectively in real time. These comments can provide helpful insight into what needs to be improved within your company and in many instances, can provide a window into possible weaknesses with your competitors. Learn tips and best practices for embracing the new era of customer care, how your company can benefit from understanding the power of real time, all the time, anywhere feedback and engage in a meaningful conversation with your customers.
Michelle Slater, Head of Business Marketing at Twitter Canada will provide practical advice that you can implement immediately in your company to improve customer care and give you a window into the future of customer interactions on Twitter.
Head of Marketing
9:50am – 10:35am Panel Discussion: “Customer Experience; a Company-wide Priority”
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Session topics include, but are not limited to:
- Building a focus on driving changes, employee engagement and internal collaboration consistency
- Creating new internal processes, structure and ways of working – to deliver great, engaging
- Utilizing marketing and sales to drive results and demonstrate ROI
- Collaborating with IT and HR to ensure positive customer engagement
- Efficient training and hiring
Vice President, Toronto Customer Contact Centre
Chief Customer Experience, Customer Quality & Training
Vice President, Allstate Brand - Chief Sales & Marketing Officer
10:35am – 11:00am Networking Break
11:00am – 11:35pm Keynote Presentation featuring Air Canada: "How a Brand Voice Project Enabled Disparate Customer Contact Teams at Air Canada to Work Together and Improve Customer Care"
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Your marketing team has defined your brand voice, and they’ve worked with agencies to create great advertising campaigns. For Marketing, your brand's personality and voice are commonplace concepts. But your customer service teams probably aren’t familiar with the concept of brand voice. They may not know how or why they should use your company’s brand voice to improve customer relations and build connection.
Vicki Benoit, Director Customer Care will describe how Air Canada’s used the launch of its updated brand voice to get its customer service teams to work together and present a friendly, modern brand persona across the board.
Though seemingly impossible, the “AC Talks" project brought together people from different parts of the airline to work together toward a unified goal: to help the company write to customers in an updated, modern, aligned brand voice. These teams worked together to define and document Air Canada’s brand voice, then disseminate it throughout the customer care organization so frontline agents could use the updated brand voice when writing to customers about anything from flight delays to damaged baggage to stranded shipments of lobsters!
Vicki will share her approach to planning a brand voice project that integrated diverse teams and harnessed their efforts toward the same goal.
Director, Customer Care
11:35am – 12:00pm Networking Break
12:00pm – 12:35pm Keynote Presentation featuring Rogers Communications
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Vice President, Customer Intelligence & Digital Experience
12:35pm – 1:35pm Lunch
1:35pm – 2:20pm Panel Discussion: “Defining CX with Data and Analytics”
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Session topics include, but are not limited:
- Delivering consistent and continuous experiences throughout a customer’s lifecycle
- Smart diagnostics: collecting usable data from chat/call center assistance
- Becoming completely customer-centric; focusing on customer experience analytics
- Building a capable team with proper skills and agile structure
- Driving customer accountability and leveraging self-service
Head of Customer Solutions
Vice President, Client Management Merchant Services
Head of Customer Service Network Effectiveness
Vice President, Ipsos Loyalty
2:25pm – 3:00pm Fireside Chat featuring Sears Canada: "Transformation in Troubled Waters"
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In this fireside chat, we'll discuss the impact that customer-first thinking can have on a brand facing difficult times.
Renee will share how Indigo, once threatened by the emergence of digital, harnessed customer-collaboration to support one of the most successful brand transformation stories in Canada. Ten years later, she's back at the beginning of that cycle with another business facing the do-or-die of transformation. She'll discuss the tactics she's now employing at Sears Canada as part of their transformation efforts.
Head of Digital Product Design & UX, Initium eCommerce Lab
3:00pm – 3:15pm Networking Break
3:15pm – 3:50pm Keynote Session featuring Volkswagen Canada
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Head of Marketing
3:50pm – 4:25pm Keynote Session featuring Bank of Montreal
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Join Karen Sawyer, Head of Customer Loyalty and Growth at Bank of Montreal to wrap up the day!
Head of Customer Loyalty & Growth, Canadian Commercial Banking
Bank of Montreal
4:25pm – 4:30pm Argyle Executive Forum Closing Remarks
4:30pm – 5:30pm Cocktail Reception
What will be discussed? Explore CX hot topics and challenge areas such as:
Is your customer experience across channels as seamless and as consistent as it should be? Evaluate where you are now and find out what your organization could be doing better. Our speakers will discuss:
- Driving customer engagement through consistency in branding
- Utilizing mobile as a tool to gather feedback for analysis and engagement
- Measuring the success of a positive customer experience
- Leveraging the call center in omnichannel strategy
The customer-centric culture
Evaluate what is most important to today's customer, and learn how to build your business strategy around these desires. Discuss ways to strengthen the everyday customer service model and get briefed on:
- Creating a customer-centric enterprise
- Aligning the organizational culture to exceed customer expectations
- Incentivizing employees to deliver great customer experiences
- Acquiring and retaining customers and the question of profitability
Connectivity through social media
Explore how social media is used to engage with customers in today's global marketplace. Talk about the ways to drive meaningful, personalized interactions between your brand and consumers. Hear discussions on:
- Delivering content that actively engages
- Monitoring online customer feedback and the importance of this dialogue
- Developing a formalized social road map and where to start
- Diving into social data to track behavior and increase sales
Data and CX
Big data and the tools to harness it have changed the way business goals and processes are defined. Talk about how this affects all areas of the executive agenda, from training and development to hiring. Learn about:
- Building a data driven customer care team
- Providing employees and new hires with technical training and skills
- Capitalizing on the large amounts of consumer data available today
- Identifying revenue boosting opportunities using analytics
Still have questions? We have answers.
I want to attend, but what if I'm unsure of my schedule and need to cancel my participation?
Just let us know. We understand that schedules
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and if you don't
cancel, we will assume you are still attending
and your spot will
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event to make room for others!
What if I can't be OOO for a whole day, or need
to come late?
We have wifi and private rooms available for
attendees to take
calls and spend some quiet time on emails, as
well as access to
printing. Have a morning meeting you can't miss?
No problem. This
event was designed for busy executives - we get
I'd like to bring some colleagues. Do I need to
Events are more fun with friends, and we'd be happy to host your team. You can have them register online, or send us their names, titles and email addresses and we will take care of it for you! request a pass.
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