Agenda - Day 1

Gain insight into today’s sessions so you can get the most out of your conference experience.

Modern contact centres must evolve from cost-driven operations into strategic assets that drive customer experience and business growth. Master the success factors to:

• Leverage analytics from customer interactions to inform product development, marketing, and overall CX strategy.
• Invest in agent training and technology to improve engagement, productivity, and customer satisfaction.
• Achieve seamless integration across voice, chat, email, and social channels to enhance customer convenience and loyalty.

Achieve powerful, brand-defining customer experiences by leveraging contact centres as strategic tools.

Break Free from Legacy and transform fragmented systems into a unified, cloud-powered contact center. Master success factors on:

• AI in Action: See how automation and real-time insights empower agents and elevate customer experiences.
• Omnichannel Without Limits: Discover how to deliver seamless engagement across every customer touchpoint.
• Efficiency Meets Innovation: Unlock strategies to cut complexity, reduce costs, and scale satisfaction.

AI isn’t here to replace agents – it’s here to supercharge them. Agentic AI transforms your contact centre from a reactive service hub into a proactive growth engine.

In this high-impact session, discover how organisations are:

• Automating low-value tasks to give agents time back
• Guiding live calls with real-time, context-aware insights
• Turning conversations into structured, actionable data
• Scaling AI responsibly with built-in trust, compliance, and governance

Smarter service. Safer AI. Better business outcomes – at scale.

In an era where public expectations mirror the private sector’s standards for speed, accessibility, and personalization, discover how to deliver a seamless, consistent, and equitable experience across diverse communication channels. Master the success factors of:

• Building a culture centred on service excellence, innovation, and accountability.
• Leveraging data, technology, and human-centred design to modernize service delivery.
• Strengthening public trust by ensuring every interaction reflects the city’s commitment to high-quality, inclusive service.

Align operational strategy with community needs to improve access, responsiveness, and overall satisfaction.

Capacity planning often looks solid on paper yet breaks down when real-world pressures apply. As complexity increases, timelines compress, and executive scrutiny intensifies; many organizations find their planning outputs no longer inspire confidence or hold up when decisions matter most. This session brings together executive and practitioner perspectives to exam why capacity planning struggles in practice and how experienced leaders respond. Rather than   focusing on tools or techniques, the discussion centers on how planning is approached, communicated, and used to support decisions when stakes are high.

• Where capacity planning breaks down as complexity, speed, and executive scrutiny increase.
• Why do more data or more tools often reduce confidence instead of improving it?
• A practitioner’s view on the operational cost of rework, misalignment and repeated explanations.
• What should leaders do differently to restore trust and decision readiness?

Customer service roles are often seen as entry-level or transactional, yet they sit at the front lines of brand experience, customer loyalty, and revenue impact. Confront the tough question: why don’t kids grow up dreaming of being call centre agents or retail assistants? Elevate agent experience through real-time feedback, purposeful work, and data-driven CX programs to unlock both employee engagement and bottom-line growth. Take back to your office strategies to:

• Transform high-churn, low-motivation service roles into purpose-driven, high-impact careers that drive both customer satisfaction and revenue.
• Redefine frontline positions as growth-centric, data-informed, and customer-impacting roles to boost pride and performance.
• Train top teams to use live customer feedback loops not just to solve problems but to uncover sales opportunities and deepen loyalty.
• Connect the dots between frontline behaviour, VoC analytics, and measurable business outcomes using modern CX intelligence platforms.

Advance agent engagement and performance by aligning daily tasks with meaningful outcomes to increase motivation, drive career growth, and deliver measurable impact on customer experience.

Automation was supposed to fix the contact centre. Instead, many teams are left with rising costs, fragmented tools, and bots that break the moment a conversation gets complicated. The reality is clear: incremental automation can’t deliver real resolution. The next phase of CX requires agentic AI systems that can reason, adapt, and take action, while staying firmly under human and business control.

• Understand why many CX and AI systems struggle to deliver true resolution.
• Evolve from basic automation to AI-driven problem solving.
• Combine agentic AI, human oversight, and observability for safe scale.
• Navigate organizational, operational, and trust challenges in CX transformation.

As customer experience (CX) becomes a core driver of growth, companies must move fast to build systems, teams, and workflows that scale without compromising quality. Enable programs, and operational partnerships to radically improve onboarding, productivity, and cross-team collaboration. Take away actionable strategies and playbooks to take:

• Automate and enhance to streamline CX workflows
• Partner up with RevOps, Revenue Enablement, and Product teams to support business expansion
• Strategize capacity planning and workload modeling for onboarding managers
• Automate kickoff scheduling, risk alerts, and digital onboarding paths

Build a high-impact onboarding engine that reduces ramp time and boosts early productivity

Review the key solutions and takeaways from today’s sessions. Source a summary of action points to implement in your work. Discuss tomorrow’s highlights!

• Relax and unwind with tasty cocktails after a long day of learning.
• Don’t miss your chance to win fun prizes by scanning your badge at our exhibitor booths.
• Make dinner plans with your new connections and explore the best of what Toronto nightlife has to offer. Just be sure to set your alarm for Day 2!