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Join us at the Contact Centre Strategies Summit and connect with senior contact centre, customer experience, operations, and transformation leaders from across Canada. Gain practical strategies and proven insights to tackle the challenges shaping the future of service delivery, including:

• Harnessing AI, automation & agentic technology to improve resolution, efficiency, and customer experience.
• Building a high-performing workforce through better capacity planning, frontline enablement, continuous learning, and employee engagement.
• Transforming customer experience by reducing effort, leveraging Voice of Customer, and turning service interactions into actionable insights.
• Creating operational excellence through workforce optimization, intelligent processes, knowledge management, and performance measurement.
• Building a future-ready contact centre culture grounded in trust, accountability, collaboration, and continuous improvement.

The summit features leaders and innovators from organizations including WSIB, Metrolinx, Alterna Savings, Aviso, Fairmont, and more!

Transform your contact centre into a conversion-driving customer experience engine with practical strategies to improve service, empower frontline teams, reduce customer effort, and turn more interactions into successful outcomes. Across two days, uncover actionable insights from leading organizations to:

• Take away best practices from the City of Philadelphia on how CRM, operational data, and frontline intelligence can improve resolution, accountability, and citizen experience.
• Discover how Citizens Bank Philadelphia is connecting colleague experience, customer feedback, and frontline conditions to enhance service quality and business results.
• Build a future-ready frontline with help from CI Global Asset Management and Aviso using enablement, continuous learning, and human + AI collaboration to strengthen employee capability and performance.
• Improve operational performance by exploring how leaders at RBC, Alterna Savings, WSIB, and Metrolinx approach workforce planning, operational discipline, complex service environments, and high-pressure decision-making.
• Turn customer intelligence into action by examining how City of Philadelphia, Citizens Bank Philadelphia, and other leading service organizations use customer and employee insights to identify friction, improve processes, and drive continuous improvement.

This hybrid experience is specially designed to help attendees capture the most value possible!

• Expand your network with a larger audience and broader attendee reach.
• Build connections through one week of pre-event virtual networking.
• Consult industry experts by scheduling in-person or virtual meetings.
• Connect with peers using AI matchmaking tools based on shared interests.
• Access on-demand sessions and content anytime, anywhere.