Agenda Pre-Conference 2:00pm-2:30pm Customer Experience Center Tour departure 2:45pm-4:15pm RBC Innovation Lab – Customer Experience Site Tour Monday June 17th, 2013 Launched in 2010, the RBC Innovation Lab showcases ongoing innovation in an open, collaborative space in the heart of the head offices of RBC Canadian Banking. Inspired by labs in top-tier innovative companies, the RBC Applied Innovation team took advantage of a unique and modern open space on a dedicated meeting room floor. Utilizing the flexible infrastructure which has been thoughtfully built into the lab design, prototypes exhibiting the potential of new concepts can be quickly brought to life. This space offers additional exposure for the innovations on display as RBC staff pass by on their way to and from meetings. The space and items on display follows the Applied Innovation’s team vision of “Connecting what’s possible to what’s valuable.” Exhibits fall into 3 categories: New to RBC, Partner Innovations and “New to the World”. New to RBC are items which are currently under examination by the AI team and can include demos, proof of concept tests and ongoing prototyping. Partner Innovations showcase innovative work that other RBC teams are deploying to transform our business, allowing staff to see and experience the innovations without travelling. “New to the World” are challenging ideas and technology which may not have an immediate banking context but illustrate how technology is changing the way we work, play and live and to start the discussion around the impacts of those changes. On any given day, AI and the partner groups use the space for tours, demonstrations, design and prototyping sessions and as a collaborative space. Since opening the initial lab, the AI team has created a second installation in the Technology and Operations’ Headquarters, and a mobile version of the lab which can be used at internal town halls and other RBC events. 4:30pm-5:00pm Return to hotel 5:30pm-7:30pm Welcome Reception Agenda Main Conference 7:30am-8:15am Breakfast 8:15am-8:30am Kick-off 8:30am-9:30am Keynote - Wendy Arnott - TD Bank Group Day 1 Tuesday June 18th, 2013 Wendy Arnott Vice President Social Media and Digital Communications TD Bank Group TD Bank Group is on a journey to become a social business, leveraging social in all aspects of their business and operations to create value and competitive advantage. In this session you’ll learn about how TD approaches social business strategy, its North American organization model, and specific programs are geared to engaging employees and connecting customers with experts. www.execsintheknow.com 1 Agenda Main Conference Day 1 Tuesday June 18th, 2013 9:30am-10:30amThe Transformation of the Connected Consumer The panel will explore how customer expectations, engagement, and experience are changing how companies are doing business. We will explore the Who/ What/Where/Why of the Customer Transformation. The panel will explore how Customer Experience has become Kin and how it is rivaling the brand offer and price. We will discuss how experience in the service channels will begin to drive marketing. Panel Moderator – Bryan Person Director of Customer Success Lithium Kevin Thompson VP Customer Experience Barney’s New York Gina Mulic Manager Social Media Partnerships Rogers Communications Inc. Natalie Ben-Zur Vice-President, Customer Experience and Risk Prevention Beyond the Rack 10:30am-11:00am Proudly Canadian. Border-free shopping. Break www.execsintheknow.com 2 Agenda Main Conference Day 1 Tuesday June 18th, 2013 11:00am-12:15pmBanking on Change: Driving Enterprise Service Excellence with the Voice of the Customer As a leading bank in Canada and one of North America’s leading diversified financial services companies, RBC is aligning its business processes around the wants and needs of its customers. Discover the innovative approach that the organization is using to achieve an array of goals, including enhancing customer satisfaction and loyalty, reducing operating costs, identifying revenue opportunities and competitive advantages, and improving performance, by: • Leveraging technology to actively pursue service excellence across all customer channels, including voice, chat, social, video, branch and online. • Examining the client perspective in every interaction. • Engaging in an internal, 360-degree view of service and performance to understand what worked, what didn’t, and why. Tammi Lisson VP Business Enablement RBC Contact Centres RBC Greg Sherry Vice President Marketing Verint 12:15pm-1:15pm Lunch www.execsintheknow.com 3 Agenda 1:15pm-2:00pm Main Conference Day 1 Tuesday June 18th, 2013 The 2012 Customer Experience Benchmarking Results Our expert panel will discuss the key findings from the 2012 Customer Experience Management Benchmarking Study “ The Connected Consumer”. The panel will share how they are addressing both the challenges and opportunities in their current business. Following the panel, we will break out into small groups to analyze a product and build a robust, integrated approach to the Connected Consumer using the team’s collective knowledge, expertise and best practices. Each group will present their business case the following day in Shark Tank style. Panel Moderator - Jason Wolcott President Digital Roots Michael Martin SVP Alternate Channels CIBC Keith McArthur Vice President of Social Media Rogers Communications Inc. Armit Mehta Director - Business Process (Customer) Customer and Relationship Services at General Motors 2:00pm-4:30pm Team work www.execsintheknow.com 4 Agenda 4:30pm-5:30pm Main Conference Day 1 Tuesday June 18th, 2013 Tech Power Hour This is your opportunity to grab a drink before the game and test drive some best in class technology solutions. Our Business Partners will be set-up to give you a quick overview and test drive of their products which are focused on enhancing and enabling the Customer Experience. Be sure to join us for a drink and a great opportunity to see Customer Experience tools in action! 6:30pm Buses Depart for Rogers Centre Join us in the exclusive “Summit Suite” at Rogers Centre as we watch the Toronto Blue Jays take on the Colorado Rockies. Don’t miss a great evening of food, networking and of course baseball! 7:07pm Blue Jays Game www.execsintheknow.com 5 Agenda Main Conference 8:30am-9:15am Breakfast - Channel Roundtables 9:15am-9:30am Kick-off 9:30am-10:30am Contact Points – Why Your Contact Centre Is More Relevant than Ever in the Mobile World Day 2 Wednesday June 19th, 2013 CIBC Retail and Business Banking is focused on deepening client relationships by meeting more of our clients’ needs in today’s competitive banking environment. The advent of mobile channels has added a new dimension to client service, allowing for “anytime, anywhere” interaction - and it’s rapidly growing in popularity. In this session, you’ll learn how CIBC is leveraging this client driven change through its innovation in Mobile applications, and how it’s driving the evolution of the traditional contact centre. Michael Martin SVP Alternate Channels CIBC 10:30am-11:30am Customer Experience Meet-ups Three Concurrent Meet-ups will focus on improving the customer experience. Select a topic and join like interested peers for an informal discuss on challenges, wins and opportunities for improving the Customer Experience. With the collective knowledge and experience from our attendees these will be valuable sessions. 11:30am-12:00pm Break 12:00pm-1:00pmWhat Big Data Means to Social Customer Service – How to Leverage It The panel will review the multiple sources now available for data collection in Customer Care and the challenge that it creates. It will go on to further explore how we are in turn using all of this new data to drive marketing, customer care and our businesses as a whole. Nygel Weishar Senior Manager, Social Media & Customer Concerns Scotiabank Julie Millington Vice President Customer Services and Organizational Effectiveness Oakville Hydro Corporation www.execsintheknow.com 6 Agenda Main Conference 1:00pm-2:00pm Lunch Day 2 Wednesday June 19th, 2013 2:00pm-3:00pmThe future of Customer Experience and Customer Engagement Management This panel will offer a vision of where enterprise seeking to increase brand loyalty and maximize the revenue opportunity of every interaction need to evolve to by focusing resources on emerging disciplines of customer care. Notably we will examine new customer care channels that have yet to be fully integrated into the enterprise. Customer Engagement leaders are up at night asking “what’s going on with my mobile app?” and “How can I help customers via social?” This panel will explore the emerging solutions that address these questions and establish a new benchmark for Customer loyalty. Areas of focus will include: 1. The growing need for customer care channels in the growing frontiers 2. How to wrangle social sentiment and establish proactive programs for outreach and upsell/crossell 3. How to harness Big Data and Customer Analytics to better understand and predict customer needs 4. How to use Customer behavior analytics to shape sales and support programs. 5. How to leverage new innovations in cloud-based services to improve satisfaction, reduce costs, and improve revenue metrics. Annette Hernandez Specialist, Social Media Customer Service American Airlines Mike Sears VP - Customer Care Blue Shield of California Josee Bourdages VP Customer Care and Planning Fido www.execsintheknow.com 7 Agenda 3:00pm-4:00pm Main Conference Day 2 Wednesday June 19th, 2013 The Mobilization of Customer Care Defining mobile as an Engagement tool, a distribution channel, Sales channel and Customer Service channel. We will look at how Brands are creating and implementing the mobile web and mobile apps to communicate to, market to and service their customers. Kyle Scofield Vice President, Alternative Care Channels Enterprise Customer Care Time Warner Cable, Inc. Fraser Mackay VP eChannels Delivery CIBC 4:00pm-4:15pm 4:15pm-5:00pm Break 5:00pm Wrap up Shark Tank - Readouts www.execsintheknow.com 8 Sponsorship Prospectus Contact Chad McDaniel at 204-953-3930 for sponsorship opportunites or email at [email protected] Current Sponsors www.execsintheknow.com 9