When:  May 16, 2018 from 12:30 PM to 5:30 PM (ET)
Where:   SAS, 280 King St East, Suite 500, Toronto, ON, M5A 1K7, CA

When & Where

280 King St East
Toronto, ON M5A 1K7

May 16, 12:30 PM - 5:30 PM (ET)


Wednesday, May 16, 2018
12:30 PM - 5:30 PM

280 King St East
Suite 500
Toronto, M5A 1K7

The CXPA Toronto Networking Team invites you to join us May 16th for an afternoon of CX Learning and sharing. Register now to participate in Tema Frank's interactive and thought-provoking session on Artificial Intelligence and CX; to hear highlights of CXPA's 2018 Insight Exchange and to network with the local Customer Experience Community. Event is free and space is limited.

First 26 people who register and attend the event receive FREE best-selling book "PeopleShock: The Path To Profits When Customers Rule"!


• 12:30 - 1:00: Registration, light lunch and networking
• 1:00 - 3:00: Interactive Session led by Tema Frank "Artificial Intelligence: Hype or Help for CX Practitioners?"
• 3:00 - 3:15: Break
• 3:15 - 4:15: Panel Discussion: Highlights of the 2018 CXPA Insight Exchange
• 4:15 - 5:30: Networking and cocktails

About the Interactive Session "Artificial Intelligence: Hype or Help for CX Practitioners?"
Customer experience researcher, author and speaker, Tema Frank, will discuss how recent developments in artificial intelligence (AI) are affecting customer experience, and the AI-enabled tools that can be used by customer experience practitioners. You will learn:
• How your organization can benefit from AI without a big budget.
• What's already being used, and by what types of organizations?
• How is AI likely to change customer expectations in the near future?

About Tema Frank
Customer experience and digital marketing pioneer Tema Frank founded the world’s first omnichannel customer service testing company, Web Mystery Shoppers, in 2001. She's the author of two best-selling books: PeopleShock: The Path To Profits When Customers Rule (a finalist for the Best Book Award, Business Category, 2016), and Canada’s Best Employers for Women: A Guide for Job Hunters, Employees & Employers. Tema Frank hosts the bi-weekly Frank Reactions Podcast on Customer Experience (available on Apple Podcasts or at http://frankreactions.com/show). It was named by NG Data as one of The 50 Best Customer Retention Podcasts To Help You Attract, Engage And Retain Customers. Clients have included companies such as the Royal Bank and Bank of America, several Alberta government departments, travel organizations, small businesses and non-profits. She’s been cited in publications such as the Wall Street Journal, Forbes & Huffington Post, and was listed as one of the Top 50 UX Influencers to Follow on Twitter.

About the Panel Discussion
If you're unable to attend the CXPA Insight Exchange (May 8-9, in New Orleans), you'll still have the opportunity to learn from two Toronto colleagues. Roger Pugsley , Director of Customer Service Excellence at Oxford Properties and Wally Thiessen, Manager, Customer Loyalty and Retention of SAS, will summarize what they found particularly relevant and interesting at this year's event.

Thank you to our Global Platinum Sponsor

Thank you to our Event Sponsors!


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