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Featured Events

  • Welcome Reception

  • Innovations Lab

  • Networking Events


Wednesday, September 20, 2023 - Opening Day

9:00 AM – 5:30 PM

Registration


12:30 PM – 5:30 PM 

Opening Day Sessions

Opening Day sessions allow you the opportunity to engage early with your CX leader peers and to deep dive on a specific subject. By design, these 90-minute sessions will have defined learning objectives, inspire interactive discussions, and provide dynamic engagement through an exercise, a demo, or lively discussion. Each session is unique, for a total of six session. Simply choose between a Tech Forum Workshop or an Employee Engagement topic for each scheduled session time.


12:30 PM 2:00 PM

Tech Forum Workshop

Hosted By: Zenarate

or

Employee Engagement Workshop

Hosted By: HGS


2:15 PM – 3:45 PM

Tech Forum Workshop

Hosted By: Knowbl

or

Employee Engagement Workshop

Hosted By: IntouchCX


4:00 PM – 5:30 PM

Tech Forum Workshop

Hosted By: TELUS International

or

Employee Engagement Workshop

Hosted By: COPC


5:30 PM – 7:30 PM

 

Welcome Reception

Hosted By: Gladly

 


 

Thursday, September 21, 2023 - Day 1

 

7:15 AM 8:15 AM

Breakfast & Registration

 


8:15 AM 8:45 AM

Conference Kick-off

 


8:45 AM 9:30 AM

Keynote

 


9:30 AM 10:15 AM

Panel Discussion

 


10:15 AM – 10:45 AM

Networking Break

 


10:45 AM – 12:15 PM

Customer Shop Talks

Customer Shop Talk sessions are small, industry-expert-led discussions on a laser-focused topic. Attendees will pick two of the four available 40-minute sessions.


12:15 PM – 1:00 PM

Lunch 

 


1:00 PM – 1:45 PM

Panel Discussion

 


1:45 PM – 2:15 PM

Case Study

 


2:15 PM – 2:30 PM

Networking Break

 


2:30 PM – 3:15 PM

Panel Discussion

 


3:15 PM – 3:45 PM

Keynote


3:45 PM – 5:45 PM

Innovations Lab & Cocktail Hour

After a full day of discussions, attendees can see concepts live in action and learn how they can be applied to improve CX in different channels and processes. The comfortable, relaxed setting will be the perfect backdrop for engaged conversations and learning.

 


7:00 PM – 10:00 PM

Evening Networking Event

Transportation Departs at 6:45 PM


 

Friday, September 22, 2023 - Day 2

8:00 AM 9:00 AM

Breakfast 

 


9:00 AM 9:30 AM

Conference Opening

 


9:30 AM 10:15 AM

Keynote

 


10:15 AM – 11:30 AM

Moments of Brilliance

Moments of Brilliance are mini case-study sessions. Attendees can choose two of the four 30 minute-sessions.

 


11:30 AM 11:45 AM

Networking Break

 


11:45 AM 12:30 PM

Panel

 


12:30 PM – 1:00 PM

Keynote

 


1:00 PM – 1:45 PM

Lunch

 


1:45 PM – 4:00 PM

Industry Tour

A sneak peek at the customer experience operations of one of today’s leading brands.