18th Annual Customer Service Conference
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  18th Annual Customer Service Conference

Thursday Schedule
May 7, 2015

Time Track 1 Track 2
7:30-8:00 Registration & Breakfast
8:00-8:15 Opening Remarks from the President, Dolly Konzelmann
8:15-9:15 Fireside Chat
Moderator: David Wojcik, BizTV Canada Inc.
Domenic Meffe, Monte Carlo Inns
David Lush, Prime CarCare Group
9:15-10:15 Session 4A
End-to-End Customer Experience
Carol Hyams
Director, Customer Experience
Sunwing Vacations
Session 4B
ServiceOntario's 'Digital First' Strategy
Asim Hussain & Alex Jannetta
Director, Strategy and Policy & Senior Business Consultant of Strategy Branch
ServiceOntario MGCS
10:15-10:45 Networking & Expo
10:45-11:45 Session 5A
Better Budgets
John Cockerill
President
The Taylor Reach Group, Inc.
Session 5B
“Leading Up” Influentially
Gail Levitt
Senior Facilitator / Trainer
Cutting Edjj Consulting Ltd.
11:45-12:45 Network Lunch & Expo
12:45-1:45 Session 6A
Building an Engaging Culture in the Workplace
Andrew Pryse
Director, Toronto Customer Contact Centre
CIBC
Session 6B
A New Perspective on Customer Experience - Give your Customers Control
Dave Gussin
Solutions Engineer
Interactive Intelligence
1:45-2:45 Session 7A
Optimizing Workplace Performance
Julie Sullivan
Manager, Learning & Performance
Assurant Solutions
Session 7B
The First 90 Days in a New Role
Michael Geraghty
Executive Advisor
Verity International Ltd.
2:45-3:15 Network & Expo
3:15-4:15 Breakout Session / Best Practices
Facilitator: Sarah Hines, ResponseTek
4:15-4:30 Closing Remarks
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