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