Name: 12th Annual Customer Experience Strategies Summit
Start: 31/05/2023 11:30 AM +00:00
End: 01/06/2023 09:30 PM +00:00

Five9 is a leading provider of cloud contact centre software. We are driven by a passion to transform contact centre into customer engagement centres of excellence, coupled with a deep understanding of the cost and complexity involved in running a contact centre. Founded in 2001, Five9 led the cloud revolution in contact centre. Five9 rapidly gained momentum as contact centres began to understand the potential of the cloud and started looking for alternatives traditional, premises-based solutions. Five9 has been leading the cloud charge ever since. Five9 provides end-to-end solutions with digital engagement, analytics, workforce optimisation, and AI and automation to increase agent productivity and deliver tangible business results.

Five9

Improving experiences is why InMoment exists. Our mission is to help our clients improve experiences at the intersection of value&mdash;where customer, employee, and business needs come together. The heart of what we do is connect our clients with what matters most through a unique combination of data, technology, and human expertise. With our leading-edge (XI) technology platform and years of expertise, we ensure businesses understand and own the moments that matter to transform experiences today that deliver the highest business value tomorrow. CX, EX, VoC, AI, TA, ML, NPL, Analytics, Insights and more.&nbsp;

InMoment

IntouchCX is a global leader in customer experience management, digital engagement, and AI and Automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. To learn more about us, visit intouchcx.com

IntouchCX

NPSx℠ is the new digital customer experience business powered by Bain and Company, world leaders in CX innovation, inventors of NPS&trade; and the Net Promoter System&trade;. NPSx provides the best of Bain IP expertly designed, packaged and digitally delivered via a suite of four cutting edge products: CX Roadmap℠, Training &amp; Certification, Community Memberships and Kinetics AI℠. Helping companies deliver valuable experiences that enrich their customers&rsquo; lives, drive loyalty and accelerate growth.

NPSx℠ by Bain and Company

StoryTap is an end-to-end video platform that automates customer powered videos, helping eCommerce brands sell more faster. Powered by patented video technology, global organizations trust StoryTap to deliver data-driven videos that increase conversion. Visit <a href="storytap.com" target="_blank" rel="noopener">storytap.com</a> to learn more.

StoryTap

OPINATOR brings the human touch to Customer Experience, enabling you to boost response rates in VoC, NPS, and CX Management programs with highly engaging and fully customized interactions (e.g. surveys, forms, etc.) that become an extension of your brand.
OPINATOR&rsquo;s Predictive, Prescriptive, and Text Analytics capabilities, Case Management System, and fully branded, role-based dashboards enable you to act instantly on feedback, reduce points of customer effort, and drive value in each touchpoint of your customer journeys. OPINATOR is self-manageable and offers a predictable and flexible pricing model based on flat rates.

OPINATOR

Opening Comments from your Host
Derek Bidfell, CEO, Acceleration Strategy

Derek Bidfell

Opening Comments from your Host

KEYNOTE PANEL: B2B CX - CUSTOMER LIFETIME VALUE &nbsp; HOW B2B ECOSYSTEMS OFFER A HIGHER CUSTOMER LIFETIME VALUE (CLV)
Andrew Go, SVP, Chief Digital &amp; Data Officer, Staples&nbsp; Bruce Tang, Analytical Lead, Google&nbsp; Moderator: Derek Bildfell, CEO, Acceleration Strategy

Andrew Go

Bruce Tang

KEYNOTE PANEL: B2B CX - CUSTOMER LIFETIME VALUE  

CX STRATEGIES FOR A CUSTOMER-CENTRIC COMPANY&nbsp; How to Transform Your Organization into a Customer-Centric Champion in the Post-COVID Era&nbsp;
Hussein M. Dajani, Partner, Deloitte Digital

Hussein M Dajani

CX STRATEGIES FOR A CUSTOMER-CENTRIC COMPANY 

PANEL: SECURE YOUR SUPPLY CHAIN &nbsp; HOW TO IMPROVE CX IN THE SUPPLY CHAIN CRISIS ERA TO BUILD CUSTOMER CONFIDENCE
Iaroslav Boutorine, Former AVP, Replenishment, Canadian Tire Corporation&nbsp; Chintan Shah, Senior Leader &amp; Head of Business &amp; Supply Chain Operations, BIC Inc.&nbsp; Moderator: Candice Luck, Former Chief of Staff to CEO &amp; Director of Corporate Strategy and Innovation at LifeLabs

Iaroslav Boutorine

Chintan Shah

Candice Luck

PANEL: SECURE YOUR SUPPLY CHAIN  

PRESENTATION: TACKLE SURVEY SATURATION &nbsp; HOW TO GET CREATIVE TO INCREASE CUSTOMER FEEDBACK Melissa Zaino, Director, Customer Experience, Bath Fitter&nbsp;

Melissa Zaino

PRESENTATION: TACKLE SURVEY SATURATION  

INDUSTRY EXPERT: CUSTOMER DATA IN CX&nbsp; 3 STEPS REVOLUTIONARY CX PROGRAMS TAKE TO GO FROM CUSTOMER DATA TO ROI Radi Hindawi, Senior Director, Global Strategic Insights, INMOMENT

Radi Hindawi

INDUSTRY EXPERT: CUSTOMER DATA IN CX 

PANEL: CX PARTNERSHIPS&nbsp; PARTNER UP TO SCALE YOUR CUSTOMER EXPERIENCE&nbsp;
Mansi Vagt, Global Brand Leader and Vice President, Fairmont Hotels &amp; Resort (Former) Moderator: Hussein M Dajani, Partner, Deloitte Digital &nbsp;

Mansi Vagt

PANEL: CX PARTNERSHIPS 

FIRESIDE: SERVICE &amp; EXPERIENCE TRENDS IN 2023&nbsp; EXPLORE CX AND CS CHALLENGES FOR SUPERIOR CUSTOMER EXPERIENCE Corinne Lalonde, Associate Director, E Commerce &amp; Content Marketing, SAQ&nbsp; Moderator: Candice Luck, Former Chief of Staff to CEO &amp; Director of Corporate Strategy and Innovation at LifeLabs

Corrine Lalonde

FIRESIDE: SERVICE & EXPERIENCE TRENDS IN 2023 

PANEL: THE CONVERGENCE OF CUSTOMER COMMUNICATIONS &nbsp;&nbsp; ENHANCE CUSTOMER EXPERIENCES THROUGH IMPROVED COMMUNICATIONS IN 2024 AND BEYOND
Sandra Tymchuk, Sr. Director, Marketing, Bombardier&nbsp; Ben Wise, Head of Programmatic Media, Google&nbsp; Moderator: Derek Bidfell, CEO, Acceleration Strategy

Sandra Tymchuk

Ben Wise

PANEL: THE CONVERGENCE OF CUSTOMER COMMUNICATIONS   

INDUSTRY EXPERT: SHOPPING EXPERIENCE WITH CUSTOMER VIDEOS&nbsp; REVOLUTIONIZING THE SHOPPING EXPERIENCE WITH CUSTOMER VIDEOS
Bernadette Butler, CEO &amp; CoFounder, StoryTap

Bernadette Butler

INDUSTRY EXPERT: SHOPPING EXPERIENCE WITH CUSTOMER VIDEOS 

PRESENTATION: CX TECH TRENDS &amp; EVOLUTIONS&nbsp; HOW AI &amp; ANALYTICS CAN BE LEVERAGED FOR EXCELLENCE IN CUSTOMER EXPERIENCE&nbsp;
Usman Janvekar, Customer Experience Lead, SANOFI&nbsp;

Usman Janvekar

PRESENTATION: CX TECH TRENDS & EVOLUTIONS 

PRESENTATION: CX ALIGNMENT WITH COMPANY STRATEGY&nbsp; WHY THE CEO WANTS YOU TO SUCCEED IN YOUR CX INITIATIVE
Derek Bidfell, CEO, Acceleration Strategy

PRESENTATION: CX ALIGNMENT WITH COMPANY STRATEGY 

FIRESIDE: CX AND CULTURE BEYOND BORDERS THE POWER OF CUSTOMER-CENTRICITY TO AMPLIFY CULTURAL DIVERSITY AND UNLOCK NEW ENTERPRISE VALUE Roxanne Tsui, VP, Customer Experience, People &amp; Culture, Kevito Group Moderator: Candice Luck, Former Chief of Staff to CEO &amp; Director of Corporate Strategy and Innovation at LifeLabs

Roxanne Tsui

FIRESIDE: CX AND CULTURE BEYOND BORDERS

KEYNOTE: SYMBIOTIC RELATIONSHIP AMONGST CX, MEMBERSHIP AND CULTURE&nbsp; HOW TO BUILD FERVOR AROUND YOUR ORGANIZATION WITH MEMBERSHIP PROGRAMS&nbsp;
Elliot Ng, Director, Customer Experience, CBC / Radio-Canada&nbsp;

Elliot Ng

KEYNOTE: SYMBIOTIC RELATIONSHIP AMONGST CX, MEMBERSHIP AND CULTURE 

Closing Comments from your Host &nbsp;
Derek Bidfell, CEO, Acceleration Strategy

12th Annual Customer Experience Strategies Summit

Video Archive

Speakers.css-1f6omqm{margin:0;font-size:1.4rem;font-weight:500;line-height:1.5;color:#5d5d5d;font-family:'Poppins',sans-serif;margin-left:0.8rem;}41 Speakers

Bernadette Butler

Wilma Chan

Radi Hindawi

Derek Bidfell

David Thomson

Mansi Vagt

Trinh Tham

Larissa Wasyliw

Duncan Fisher

Ryan McCallum

Tara Conway

David C Williams

Stephanie Ng

Janet Lin

Christopher Palin

Sumit Arora

Rodrigo Fontes

Cathy Fiordalisi Smith

Roger Rohatgi

Thomas A Schaefer

Andrew Moskowitz

Iaroslav Boutorine

Chintan Shah

Melissa Zaino

Hussein M Dajani

Corrine Lalonde

Ben Wise

Usman Janvekar

Roxanne Tsui

Elliot Ng

Sandra Tymchuk

Andrew Go

Bruce Tang

Phil Sager

Phil Sager

Judy Mellett

Candice Luck

Felipe Chamorro

Christopher Stubbs

Frank Chevallier

Simona Salter

Booth.css-7303n9{margin:0;font-size:1.4rem;font-weight:500;line-height:1.5;color:#5d5d5d;font-family:'Poppins',sans-serif;color:#FFFFFF;margin-left:0.8rem;font-weight:400;}6 Booth