Customer & Employee Experience – 23rd Annual Conference

The Inside-Out Future Talent to Deliver the Right Customer Experience

Our 23rd Annual CSPN Customer & Employee Experience Conference will be held from May 13th – 14th, 2020 at the fabulous BMO Institute for Learning in the GTA. This exclusive conference will bring together hundreds of senior industry professionals across all industries and verticals to talk all things CX, EX, Customer Service, Digital Trends and much more. Our 23rd Annual Conference will offer outstanding networking opportunities with decision-makers from across Canada and the U.S.

The theme for the conference is “The Inside-Out Future – Talent to Deliver the Right Customer Experience”. We have an amazing line up of high-quality speakers who will share their insights and draw directly from their personal challenges and learnings. Over the course of the 3 days, attendees will be immersed in engaging presentations, workshops and networking events, all of which will help to build the future customer and employee experiences. Together we will explore emerging CX strategies, the latest technologies – Digital, Automation and best practices that will keep your organization at the forefront of CX and EX excellence.

Join us on May 15, 2020 for an engaging, hands-on workshop, which followed by a tour of the GTA’s contact centre. We applied the skills learned during the conference, and learned new tools and techniques to engage, service and deliver memorable customer experiences.

We can’t wait to have you join us in 2020, and experience this amazing conference. See you soon at one of Toronto’s top venues!

May 13-14 2020 – 7:45AM—5:30PM

For more information, please click here

To Register, please click here

 

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*NEW* Customer Success Strategy Course

Every touchpoint throughout the customer journey – whether B2C or B2B – matters. Effectively managing this journey is critical to success for both the customer and the service provider.

Once onboard and using the service, customers need to feel that they have your organization’s support at every level. Yet, too often organizations complete implementation in a strong proactive manner, and then move to a reactive strategy. Organizations must develop and utilize a customer success experience that defines tasks, milestones, and alignment throughout the whole lifecycle. After all, successful outcomes are the main drivers of customer renewal and expansion.

The CSPN Customer Success & Strategy Program is designed for managers and team leads looking to deliver customer success by developing the mindset, metrics and strategies they can use today. The program supports individuals and organizations in creating business focused activities to manage the customer life cycle and drive adoption, renewals, upselling and advocacy.

All businesses – traditional, subscription-based or otherwise – need to maximize customer lifetime value to be profitable and succeed. With new customer acquisition costs exceeding the cost to retain existing customers, our Customer Success & Strategy Program provides the insight and perspectives to reduce churn while expanding accounts and increasing customer engagement.

Long-term success starts with the ability and knowledge of the individuals responsible for delivering it. Customer Success is and always will be about the people and their knowledge, skills and abilities. However important those first days are, the journey to customer success is constant and never ends.

March 25-26 2020 – 9:00AM – 4:30PM

For more information, please click here 

To Register, please click here 

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Grant Funding Opportunities for Canadian Municipalities

The PSD Research team will provide an overview of grant funding opportunities for Canadian municipalities on a monthly basis.

Each month we will highlight any grants with an approaching deadline and/or ongoing grant programs. Please join us to find out about grant opportunities for your municipality!

One week before each monthly grant funding webinar, the PSD policy team will update registrants on which grant applications will be covered that month.

UPCOMING SESSIONS
March 12th, 2020
*NOTE* Each session date is available at 1:00pm – 1:20pm ET

Click Here to Register

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Emerging Leaders Breakfast Meeting hosted by Adidas Canada

Collaborative Leadership

Join us for our first Breakfast meeting, hosted and sponsored by Adidas.

Myth busters Panel discussion

Join us for a compelling program where we begin with a dual panel session. One side of tenured leaders and the other side with emerging leaders. A vibrant and thought-provoking session where we identify and discuss myths on leadership. Let’s shatter these myths and create the new norm during an open dialogue- no holds barred!

Ideation Session

This will be followed by a group ideation session on leadership where we will discuss and discover solutions in an “out of the box” methodology. This will be a chance for everyone to contribute their thoughts and hear from colleagues facing the same challenges.

But wait, this is just the beginning! Our friends at Adidas are inviting you to a VIP shopping experience at their onsite store where you will receive a 50% discount to get ready for summer!

Charity and Door Prize

Bring a non-perishable food item for a chance to win one of the Adidas door prizes.

Limited seating, register now!

March 11, 2020 – 8:30AM—12:00PM

For more information and to register, please click here

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The Extraordinary Coach Workshop

Effective coaches have a profound impact on individuals, teams, and organizations. All known drivers of productivity can be increased through improved coaching.

In The Extraordinary Coach Workshop, you will develop the essential coaching skills that are required to be a great leader. In addition, you will learn what extraordinary coaches do well and how you can maximize your leadership impact and inspire others to perform at their peak. Stop simply giving advice and learn to enable others to come to better decisions on their own.

This workshop is a one-day interactive, skills-building experience, led by Jim Clemmer. It utilizes fun and engaging videos with practice and feedback activities.
Toronto, ON – March 3

Learn More & Register.

*SPECIAL DISCOUNT for muniSERV Members – SAVE: $150 (1 DAY) OR $250 (2 DAY)

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The Extraordinary Leader Workshop

In today’s rapidly changing, highly competitive environment, the organizations that excel in their respective markets will be those whose people are most competent, passionate, and focused on delivering results.

This workshop is a one-day interactive, skills-building experience, led by Jim Clemmer. It utilizes behavior modeling with interactive videos and real-time demonstrations.

Toronto, ON – March 2, 2020

OR Take both the Extraordinary Leader and the Extraordinary Coach Workshops – March 2nd and 3rd.

Learn More & Register

*SPECIAL DISCOUNT for muniSERV Members – SAVE: $150 (1 DAY) OR $250 (2 DAY)

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Delivering Responsive Customer Service Public Workshop

This course qualifies as one prerequisite towards CCSS© designation

A great customer service experience is vital to the success of a company, and delivering that service is what shapes the customer experience. This training program is ideal for anyone who wishes to provide their valued customers with a premium level of service. you will learn how to better understand customer expectations, profile difficult customer situations, and deal with customer objections using a proven model for effective complaint resolution. It also goes over how to use assertive techniques and positive language to diffuse difficult situations, reduce stress, promote team camaraderie, and create a positive customer experience resulting in win-win situations.

This interactive workshop is informative, fun, and provides easily applicable solutions for service excellence that are proven to work in today’s toughest customer service arena – the real world.

February 26 2020 – 9:00AM – 4:30PM

For more information, please click here 

To Register, please click here 

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3-Day Certified Client Services Specialist (CCSS©) Designation Bootcamp

The Certified Client Service Specialist (CCSS©) program offers participants the tools, techniques, and effective customer service skills required in today’s demanding work environment. Whether you work in private, public, or not-for-profit organization you will take away up to date information needed to succeed in the work place. Our world class certified facilitators with their engaging delivery style and relevant up to date content have delivered to hundreds of participants globally.

Our programs are certified and accredited by Canadian Council of Professional Certification (CCPC Global) to ensure quality, content, and engaging delivery.

Completion of our certification process confers the right to use the title Certified Client Service Specialist and the right to use the initials CCSS© after one’s name.

This 3-course program offers the right blend of knowledge and skills to become an expert in all aspects of customer service delivery – everything from professionalism to customer service, to sales, handling difficult customers, and more. Upon completion of the program, you will be able to build a solid foundation for your career and gain and industry specific credential that is recognized by major organizations.

Accredited Courses Required

1-Day Delivering Responsive Customer Service

This program is ideal for anyone who deals with customers and wants to provide a more customized or personalized experience for them. This training will provide you with the skills to not only handle a customer’s immediate requests, but also provide information and recommendations to build the customer’s relationships through providing valuable conversations.

1-Day Managing Difficult Clients and Situations

This program is ideal for anyone who deals with difficult clients in various challenging situations and wishes to remain in control. The program will lay out strategies for turning negative situations into opportunities for building lifelong relationships.

1-Day Conflict Resolution

Have you ever been in a conflict that you wished you could have handled better? We have all experienced the stress that comes from having unresolved conflicts with our co-workers. Conflicts that are ignored or resolved badly don’t go away – they cause people to feel resentful and to avoid each other. The effects on an organization are a loss of productivity, absenteeism and high turnover.

February 25-27 2020 – 9:00AM – 4:30PM

For more information, please click here 

To Register, please click here 

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Leadership Series: Sustainable Supply Chain

With sustainability becoming a global focus, supply chain has attained the status of being the starting point. An organization’s supply chain function can be instrumental in promoting environmental well-being, fair trade practices and human rights. Attend this session to build your sustainability roadmap.

Click here to see the full Agenda and to Register

Date:  February 21, 2020

Location:  Robert McEwen Auditorium, Schulich School of Business – 4700 Keele Street, North York, ON

 

SPONSORSHIP OPPORTUNITIES

Want to showcase your product to a group of supply chain professionals?

Want to network with supply chain leaders?

Let’s talk. We will provide you with customized opportunities.

If you are interested, please email [email protected] and we will get back to you promptly.

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Grant Funding Opportunities for Canadian Municipalities

The PSD Research team will provide an overview of grant funding opportunities for Canadian municipalities on a monthly basis.

Each month we will highlight any grants with an approaching deadline and/or ongoing grant programs. Please join us to find out about grant opportunities for your municipality!

One week before each monthly grant funding webinar, the PSD policy team will update registrants on which grant applications will be covered that month.

UPCOMING SESSIONS
February 6th, 2020
March 12th, 2020
*NOTE* Each session date is available at 1:00pm – 1:20pm ET

Register Here

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