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About

About

UNLOCK KEY CONFERENCE INSIGHTS
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Advantage Solutions

“Learning across industries is opening my mind to new possibility vs industry events that are limited.”

Staffbase

“CX Canada was a great chance to listen, learn, and network in a great city!”

Honda Trading America

“This area of technology is new to me, so learning about the direction of AI has been great”

Manulife

“Great way to get out of the office and rethink how to solve your business problems.”

McKesson

“Overall very well organized, some good content”

Advantage Solutions

“Learning across industries is opening my mind to new possibility vs industry events that are limited.”

Staffbase

“CX Canada was a great chance to listen, learn, and network in a great city!”

Honda Trading America

“This area of technology is new to me, so learning about the direction of AI has been great”

Manulife

“Great way to get out of the office and rethink how to solve your business problems.”

McKesson

“Overall very well organized, some good content”

TURN YOUR CONTACT CENTRE INTO A CUSTOMER & REVENUE GROWTH ENGINE

Welcome to the 2nd Annual Contact Centre Strategies Summit, where the future of customer service, workforce performance, and contact centre operations takes centre stage. Across two days, explore the strategies and innovations shaping high-performing service organizations:

  • Move beyond basic automation to increase resolution, accelerate service, reduce costs, and convert more customer interactions into valuable outcomes.
  • Equip agents with the tools, intelligence, coaching, and real-time support they need to resolve issues faster, perform better, and deliver experiences that drive loyalty and conversions.
  • Reduce customer effort, remove friction, and strengthen omnichannel journeys to improve satisfaction, retention, and conversion across every touchpoint.
  • Optimize workforce planning, processes, performance, and knowledge to increase productivity, improve consistency, and deliver more value from every customer interaction.
  • Build trust, accountability, engagement, and continuous improvement into your contact centre to strengthen employee performance, service quality, and business results.
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TOP 3 REASONS TO ATTEND

1

TRANSFORM YOUR CONTACT CENTRE WITH AI & INTELLIGENT AUTOMATION

  • Discover how AI, automation and agentic technology can improve resolution, productivity, and customer outcomes.
  • Learn how leading organizations are moving from experimentation to practical, scalable AI applications.
  • Understand how to balance automation with human oversight, trust, and frontline empowerment.

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2

BUILD A HIGH-PERFORMING WORKFORCE & CULTURE

  • Learn strategies for capacity planning, workforce stability, coaching, continuous learning, and employee engagement.
  • Discover how to equip frontline teams with the tools, knowledge, and support to deliver consistently better service.
  • Build a culture of trust, accountability, collaboration, and continuous improvement.

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3

TURN CUSTOMER INSIGHTS INTO BETTER SERVICE & BUSINESS OUTCOMES

  • Move beyond CSAT to reduce customer effort and improve resolution across channels.
  • Turn Voice of Customer and contact centre data into actionable improvements.
  • Connect customer experience, workforce performance, and operational excellence to measurable business value

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NETWORK WITH THE TOP
CONTACT CENTRE LEADERS

SEE WHO ATTENDS

25 YEARS OF CULTIVATING CONNECTIONS

For 25 years, Strategy Institute has been at the forefront of event production and content creation. The Contact Centre Strategies Summit brings Canada’s leading contact centre professionals together to shape the future of customer service and service operations!

  • Harness insights from a network of 15,000+ CX leaders across North America.
  • Engage with innovators and early adopters of cutting-edge contact centre
  • Immerse yourself in an interactive event that supercharges your contact centre
  • Amplify your expertise, craft a dynamic action plan, and forge impactful connections.
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JOIN OUR COMMUNITY

Ever attend an event where you feel like you’re lost in the crowd? Not at the Contact Centre Strategies Summit!

We deliberately design the program to encourage you to build relationships with like-minded contact centre peers. Our onsite experience and innovative event platform allow you to network in small working groups, peer-led breakouts, roundtables and much more!

Arrive solo but leave as part of the CX community.

CONNECT WITH US

DISCOVER TORONTO!

No matter what floats your boat – sports, arts and culture, shopping, food and drinks or simply people watching – Toronto won’t let you (or your spouse) down!

MUSIC & NIGHTLIFE

Enjoy the bustling entertainment district featuring Broadway musicals and plays, or go to the internationally acclaimed Roy Thomson Hall to catch one of the 350 concerts that take place there each year.

ATTRACTIONS

From the CN Tower and Ripley’s Aquarium near the lake to Casa Loma in the Annex, Toronto has a variety of famous attractions. Get a Toronto CityPass to save money, avoid ticket lines and take in the local sights.

RESTAURANTS

Toronto has a vibrant food scene offering a diverse selection of tasty flavours. From hole-in-the-wall joints to luxurious tasting menus, Toronto is a food lover’s dream city.

SPORTS

Home to the Blue Jays, Raptors, Argonauts and Maple Leafs, there is something for every sports fan in Toronto. Watch a game at the Rogers Centre, Scotiabank Arena or at one of the many sports bars across the city.

ARTS & CULTURE

With 29 museums in Toronto and 21 top art galleries, you can spend days enjoying the arts scene. Start your visit at the ROM or the AGO and finish up at the Ontario Science Centre or the Hockey Hall of Fame.

THE VENUE

HILTON TORONTO AIRPORT HOTEL & SUITES

The Hilton Toronto Airport Hotel & Suites delivers everything you need for a brilliant stay in Toronto, Canada. The hotel is directly opposite the Toronto Pearson International Airport. There’s a wide range of restaurants in the area, and the hotel restaurant boasts serving locally sourced, organic dishes on-site. 

Take advantage of complimentary hotel shuttle service to and from the airport and take the UP Express train for easy access to downtown Toronto. Indulge in a little retail therapy at Vaughan Mills, CF Sherway Gardens, or Square One Shopping Centre, all within a 20-minute walk from the hotel location. Keep fit with a visit to the gym or enjoy a swim in the hotel’s heated indoor pool.  

BENEFITS OF STAYING AT THE HOTEL INCLUDE…

  • Networking: Enjoy the convenience of being in the conference venue and take the opportunity to network with fellow conference attendees and speakers. 
  • Upscale Services and Amenities: Relax at the indoor pool or keep up with your fitness regimen in the Fitness Centre. 
  • Dining Experience: Savour an unprecedented locally inspired menu in the Mosaic Kitchen Bar & Lounge. 
  • Accommodations: Guests will have the opportunity to experience all the finest amenities, including complimentary high-speed internet and in-room amenities, such as a mini-fridge, coffeemaker, and safe. 
  • Convenience: Strategically located by the Pearson International Airport and less than 30 kilometres from the downtown core. Steps from a host of vibrant cultural and sports activities, including the Woodbine Racetrack, golf clubs, and Canada’s Wonderland!  

TO RESERVE

Hilton Toronto Airport Hotel & Suites 
5875 Airport Road 
Mississauga, ON  
L4V 1N1 
Canada 
RESERVATIONS: (+1) 905-677-9900
 

Save travel time and money by taking advantage of our discounted room rate of $219/night, available until January 23, 2027, on a first-come, first-served basis while rooms are available. 

For your convenience, please use this booking link to make your reservation online now! 

IMPORTANT: Strategy Institute is not affiliated with, nor do we contract with, any third-party room booking service. Please contact the hotel directly to make your reservation. 

YOUR 2027 CONTACT CENTRE STRATEGIES SUMMIT TEAM

James Mason

Delegate Sales

FREQUENTLY ASKED QUESTIONS

Which meals are included?

Breakfast, lunch as well as morning and afternoon snacks are provided at the conference, served in the exhibition hall.

Is there parking?

Yes, contact our customer care team for more details at customercare@strategyinstitute.com

Can I send a replacement delegate if I can’t attend at the last minute?

Absolutely! Please contact our customer care team at customercare@strategyinstitute.com at your earliest convenience.

I have special meal requirements, who do I contact?

Please contact our customer care team at customercare@strategyinstitute.com so they can liaise with the venue to ensure you are taken care of.

When will the presentations be available, and how do I get them?

Presentations will be available on the event platform, typically on the day of the session or the day before. Please be aware that not all speakers are able to release their presentation due to confidentiality reasons.

What time do I need to arrive before my presentation?

Please arrive at the break before you are due to speak, e.g. if you are due to speak at 4 p.m., please arrive during the afternoon break. This is so you can meet the conference producer, check your slide deck, load it if you have a new version with you and run through a rehearsal of your presentation.

When is my presentation due?

Please send your presentation to the event manager two weeks prior to the conference, even if it is still in draft form. This will allow us to check it in advance and let you know if there are any issues. Please also email your final version to the event manager and bring a back-up copy on a USB stick.

What aspect ratio should my slides be?

Please select ‘standard’ in Microsoft Office – the aspect ratio is 4:3.

Can I stay for the whole conference?

Yes, you are very welcome to attend the whole conference. It’s one of the benefits of speaking!

Is there a speakers’ green room?

No, we find our speakers enjoy networking with delegates, other speakers and sponsors in the exhibition hall, which is open throughout the conference. Hot and cold drinks are typically available in the exhibition hall all day, and seating is provided if you need to complete some work or make any calls.

What forms of payment do you accept?

We accept Visa, Mastercard, American Express, Electronic Funds Transfer or Cheque for Canadian Currency and American Currency.

What is your cancellation/refund policy for paid invoices?

A full refund minus a $495 administrative charge will be given for cancellations received in writing up to 14 days prior to the conference date. Refunds will not be available after this date.

Can I pay half now and half at a later date?

We highly encourage a full payment upon receipt of invoice. For any specific circumstances, please reach out to customer care at customercare@strategyinstitute.com

My credit card was charged with a foreign transaction fee, how do I get that amount paid for?

Strategy Institute is not liable for any additional charges levied by a credit card company, including but not limited to American Express currency conversion charges.

I paid for my registration, does it include my hotel stay at the venue?

Registration fees include attendance, luncheon and all course materials. It doesn’t include accommodations or transportation to and from the conference.

When is booth setup and teardown?

Setup is usually the night before the event or before registration opens on day one. You will receive a logistics package from your event manager with more details. If you have not received this, please contact customer care at customercare@strategyinstitute.com so they can connect you to the event manager.

When will I know my booth number?

You will receive this from your event manager one week before the event.

I want to distribute handouts, can you make that happen?

Yes! Please give them to the event manager when you arrive for setup. If you want to distribute an electronic handout, please send this to your event manager at your earliest convenience.

EVENT

Which meals are included?

Breakfast, lunch as well as morning and afternoon snacks are provided at the conference, served in the exhibition hall.

Is there parking?

Yes, contact our customer care team for more details at customercare@strategyinstitute.com

Can I send a replacement delegate if I can’t attend at the last minute?

Absolutely! Please contact our customer care team at customercare@strategyinstitute.com at your earliest convenience.

I have special meal requirements, who do I contact?

Please contact our customer care team at customercare@strategyinstitute.com so they can liaise with the venue to ensure you are taken care of.

When will the presentations be available, and how do I get them?

Presentations will be available on the event platform, typically on the day of the session or the day before. Please be aware that not all speakers are able to release their presentation due to confidentiality reasons.

SPEAKERS

What time do I need to arrive before my presentation?

Please arrive at the break before you are due to speak, e.g. if you are due to speak at 4 p.m., please arrive during the afternoon break. This is so you can meet the conference producer, check your slide deck, load it if you have a new version with you and run through a rehearsal of your presentation.

When is my presentation due?

Please send your presentation to the event manager two weeks prior to the conference, even if it is still in draft form. This will allow us to check it in advance and let you know if there are any issues. Please also email your final version to the event manager and bring a back-up copy on a USB stick.

What aspect ratio should my slides be?

Please select ‘standard’ in Microsoft Office – the aspect ratio is 4:3.

Can I stay for the whole conference?

Yes, you are very welcome to attend the whole conference. It’s one of the benefits of speaking!

Is there a speakers’ green room?

No, we find our speakers enjoy networking with delegates, other speakers and sponsors in the exhibition hall, which is open throughout the conference. Hot and cold drinks are typically available in the exhibition hall all day, and seating is provided if you need to complete some work or make any calls.

PAYMENT

What forms of payment do you accept?

We accept Visa, Mastercard, American Express, Electronic Funds Transfer or Cheque for Canadian Currency and American Currency.

What is your cancellation/refund policy for paid invoices?

A full refund minus a $495 administrative charge will be given for cancellations received in writing up to 14 days prior to the conference date. Refunds will not be available after this date.

Can I pay half now and half at a later date?

We highly encourage a full payment upon receipt of invoice. For any specific circumstances, please reach out to customer care at customercare@strategyinstitute.com

My credit card was charged with a foreign transaction fee, how do I get that amount paid for?

Strategy Institute is not liable for any additional charges levied by a credit card company, including but not limited to American Express currency conversion charges.

I paid for my registration, does it include my hotel stay at the venue?

Registration fees include attendance, luncheon and all course materials. It doesn’t include accommodations or transportation to and from the conference.

SPONSORS

When is booth setup and teardown?

Setup is usually the night before the event or before registration opens on day one. You will receive a logistics package from your event manager with more details. If you have not received this, please contact customer care at customercare@strategyinstitute.com so they can connect you to the event manager.

When will I know my booth number?

You will receive this from your event manager one week before the event.

I want to distribute handouts, can you make that happen?

Yes! Please give them to the event manager when you arrive for setup. If you want to distribute an electronic handout, please send this to your event manager at your earliest convenience.