Execs In The Know- A Global Network of Customer Experience Professionals

CXMB Workshop – Toronto Agenda

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Tuesday, November 29th, 2016


9:00 A.M. – 9:45 A.M. Registration & Breakfast 


9:45 A.M. – 10:00 A.M. Workshop Kickoff


10:00 A.M. – 10:45 A.M. Disrupted Retail: Leading Omni-Channel Transformation 

As customer expectations increase and lines blur between bricks & mortar and online, retailers everywhere are striving to provide their customers with a seamless Omni-channel experience. However, many struggle with this task since it requires a drastic shift in organizational mindset to break free from traditional ways of thinking. Kerry Munro, VP of Marketing & e-Commerce at The Home Depot Canada, will share the story about how The Home Depot Canada is putting their customer first in order to link experiences across channels. By evolving the role of marketing and the website and using associates as brand advocates Kerry will outline how The Home Depot Canada plans to deliver a connected customer experience that creates differentiation in a crowded marketplace.



10:45 A.M. – 11:45 A.M. Transforming Traditional Approaches With Design Thinking and Clear Outcomes in Mind

According to Gartner, more than 89% of brands want to compete primarily on the basis of great CX yet consumers say only 8% of them are doing a good job. This disconnect is often due to the lack of time, money, and resources needed to create personalized
experiences across a variety of touch points. Chris Lord, Global Head, DigiCX, Growth, Strategy and Marketing at HGS will share best practices and commercial learnings for high impact and cost effective digital transformation that drive clear outcomes. Design
thinking based demos will show real-life implementations of Unified CX strategies that lead with self-service, automation, and integrate human assistance at key moments of truth to resolve and support consumers.


11:45 A.M. – 12:30 P.M. Lunch


12:30 P.M. – 2:30 P.M. 2016 CXMB Series Consumer Edition: Understanding the Customer’s Journey

The results are in, and consumers had a lot to say. Join COPC Inc. and be among the first to review the recently released findings of the 2016 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled Customer Journey Insights: The Consumer’s Perspective.

This year’s report is packed with results in the areas of customer experience (CX), perception and opinion. Here are just a few
of the key insights that were revealed in this year’s study:

• For the second year in a row, consumer opinion towards customer care improved
• Preference for and use of Traditional Care slips, Email surprises and Mobile Care shines
• Consumer preference for live interactions over automated interactions remains strong
• Forced channel changes have a negative impact on both resolution and satisfaction rates

Review of these findings will serve as a framework for an exclusive and engaging group discussion. Brands in the room will have an opportunity to explore what the data means, share their experiences and learn from others. We invite you to join us as we all strive to better understand our customers, and discuss how to elevate the customer experience.


2:30 P.M. – 2:45 P.M. Conclusion/Toronto Chapter Execs In The Know