Tuesday, October 1, 2019
1:00 PM - 6:30 PMWhere
8 Adelaide St W
Toronto, ON M5H 0A9Description
Come celebrate International CX Day with your fellow Toronto/GTA CX professionals! We're meeting up on October 1st for an afternoon of inspiration and practical learning with Bruce Temkin and Marilyn Barefoot (plus networking and cocktails!).
Keynote Presentation: Making Customer Experience More Human-Centric (Bruce Temkin, CCXP)
We always talk about customer experience as if its a given that we are focusing on the needs of people. But companies often fall into the trap of jumping heads-first into data or technology projects, leaving human beings as an afterthought. During this interactive session, we’ll examine how experiences affect human beings and discuss recent research by the XM Institute on the state of CX management. Collectively, we’ll identify ways to make the industry's CX efforts more human-centric.Workshop: Learn How to Implement Bruce's Ideas in Your Organization (Marilyn Barefoot)
Marilyn returns to lead an interactive workshop where attendees will collaborate on solving actual CX-related problems. As those of you who've learned from Marilyn before know, you will return to the office with at least one new implementable idea!Agenda
1:00 - 1:30: Registration and networking
1:30 - 1:45: Introductions and updates
1:45 - 3:15: Keynote presentation by Bruce Temkin
3:15 - 3:45: Networking break
3:45 - 4:45: Breakout session
4:45 - 5:00: Wrap up
5:00 - 6:30 Networking and cocktails About Bruce Temkin, Head of the Qualtrics XM Institute
Bruce is an experience management (XM) visionary and is often referred to as the “Godfather of Customer Experience.” He joined Qualtrics to create the XM Institute, which provides thought-leadership and training to help organizations around the world master XM. Prior to Qualtrics, Bruce led Temkin Group, which provided research, advisory, and training that helped many of the world’s leading brands build customer loyalty by engaging the hearts and minds of their customers, employees, and partners. He is also the co-founder and Chairman Emeritus of the Customer Experience Professionals Association. Prior to Temkin Group, Bruce spent 12 years with Forrester Research during which time he led the company's B2B, financial services, eBusiness, and customer experience practices and was the most-read analyst for 13 consecutive quarters.About Marilyn Barefoot, Founder of Barefoot Brainstorming
Every great team has a sparkplug, a unique energy source, an active ingredient; someone who helps to give the team a personality. For Barefoot Brainstorming, that someone is Marilyn Barefoot. Classically trained in tier one companies like Coca-Cola, McDonald’s, General Mills, Nike and Microsoft, Marilyn combines a wickedly smart and analytical brain with a creative spirit that knows no bounds.
A summa cum laude graduate from major advertising agencies, Marilyn is obsessive about originality. And as a 3-time nominee for the Rotman Canadian Woman Entrepreneur of the Year, she’s business savvy too. A hands-on leader, Marilyn’s high-energy brainstorming sessions (trademarked as BigStorming®) lead to powerful results.Thank you to our Event Sponsors!