When
January 29, 2018
1:30 PM - 6:00 PM
Where
100 Adelaide St West (between York and Bay on the north side)
21st Floor
Description
The CXPA Toronto Local Networking Team invites you to join us on January 29th for our first event of 2018. Register now to see world-class CX expert, Megan Burns present CX in 2018: Human Behaviour Research and Techniques for Transformational Success”. Event is free and space is limited.
Ten years ago, people weren't convinced that customer experience really mattered. These days, everyone knows it does. But even companies that buy in to the value of CX as a strategy are struggling to change, as individuals and as organizations. In this session, analyst and CX expert Megan Burns will lead a discussion about why CX transformation is so hard and how we can break the plateau in 2018. She'll bust common myths about human behavior that are holding CX programs back, and replace them with empirical research on topics like motivation, habits, emotion, and trust. She'll lead a discussion about how research from these areas should inform our work on CX efforts and introduce new techniques that can push culture and CX transformation to a whole new level.
About our Guest Speaker
Megan Burns, Founder and CEO, Experience Enterprises.
Megan is a world-renowned expert in customer and employee experience, organizational culture, and human behavior. For more than a decade she’s studied what the world’s best CX companies do differently. Now, she helps clients gain competitive advantage by teaching them to think and act like the CX masters.
Before starting her own firm, Megan was a vice president principal analyst at Forrester Research. She developed an extensive body of research on CX management and governance, culture transformation, leadership, empathy, and the role of emotion in experiences. Forrester’s CX Management Maturity Model, which Megan first developed in 2010, was the foundation for much of the book Outside In: The Power of Putting Customers at The Center of Your Business.
Throughout her career Megan has advised leaders in financial services, healthcare, telecom, manufacturing, non-profit, technology, and retail. Past clients include more than half of the Fortune 50. Megan has been quoted in The Wall Street Journal, Advertising Age, and Fortune, interviewed by The New York Times and NBC News, and is a contributor to CMO.com. She is an accomplished public speaker, delivering the opening keynote to a crowd of more than 1,200 CX leaders at Forrester’s CXNYC conference in 2013, 2014, and 2015. She's often asked to speak at industry events such as the CXPA’s worldwide CX Day, the Net Promoter Conference, IQPC’s CX Exchange, and CX Week. We hope to see you there!
Agenda
1:30 PM - 2:00 PM Registration
2:00 PM - 4:00 PM Megan Burns' presentation and group activity
4:00 PM - 6:00 PM Refreshments and networking
Parking and Transit
Enter the building via Sheppard St (running north/south,1 block east of York St and 1 block west of Bay St). Prices are $10/hourly and $29 daily (until 6pm) . If you are ok with a bit of a walk, you can also park at Nathan Phillips Square for $12/2 hours.
Alternatively, 100 Adelaide West is PATH-connected and accessible from the St Andrew station.
About the Location - 100 Adelaide St West
100 Adelaide W is Toronto’s first AAA office building designed to LEED® Platinum Sustainability standards. The workplace is no longer static and inflexible. It is a multi-faceted environment with the potential to instantly respond and adapt to the changing priorities of business and the community. It’s one of Toronto’s newest and smartest office towers, with all the modern amenities expected, while retaining some of the meticulously maintained charm of the building it replaced.
Thank you to our Local Event Sponsor!
