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News & Meetings
5/4/2017 - Save the Date: June 22nd - Digital Crisis or Redemption 
Digital Crisis or Redemption?
“The digital dilemma is deepening, and organizations need to choose a path between digital crisis or redemption. The world has formed a digital skin, and business, service, technology, and commercial models have changed forever. However, organizations are strategically challenged to keep pace with customer behaviour.” – Andrew McNair, Head of Global Benchmarking, Dimension Data
The choices organizations make today for their Customer Experience and digital strategies will define their future success.
Please join Cisco and our outstanding line-up of industry experts as we explore the impact of digital transformation on customer experience. Attendees will learn strategies to keep pace with new customer expectations and the next wave of contact centre innovation.
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Thursday, June 22
8:00 a.m.– 2:30 p.m.
RBC WaterPark Place
88 Queen’s Quay West
29th Floor
Toronto, ON M5J 0B8
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Featuring:
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Dino Marasco,
Senior Vice President, Customer Experience and Collaboration, Dimension Data |
Tod Famous,
Director, Product Management, Contact Centre Business Unit, Cisco |
Matthew Saskin,
Managing Principal Consultant, Customer Experience, Dimension Data |
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Agenda:
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Time
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Event
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Speaker
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| 8:00-9:00 a.m. |
Check In and Breakfast |
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| 9:00-9:10 a.m. |
Opening Remarks |
Keith De Abreu, General Manager,
Collaboration Solutions, Cisco Canada |
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| 9:10-10:00 a.m. |
The Uncomfortable Truth
about the State of
Customer Experience Transformation |
Dino Marasco, Senior Vice President,
Customer Experience and Collaboration,
Dimension Data |
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| 10:00-10:45 a.m. |
Digital Transformation of
the Customer Experience |
Matthew Saskin, Managing Principal
Consultant, Customer Experience,
Dimension Data |
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| 10:45-11:00 a.m. |
Break |
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| 11:00-11:45 a.m. |
The Next Wave of Contact
Centre Innovation |
Tod Famous, Director, Product
Management, Contact Centre Business Unit,
Cisco |
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| 11:45ia.m.-12:30ip.m. |
Networking Lunch |
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| 12:30-1:15 p.m. |
Breakouts |
The Connected Digital Experience
Joseph Bassaly, Solutions Architect, Cisco
Sajith Kaimal, Product Manager, CCBU,
Cisco |
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Self-Service and Contact Automation in
the Digital Age
Gerard Gooch, Principal Consultant,
Customer Experience, Dimension Data |
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Enabling Digital Transformation
Katherine Bost, Channel Manager, Verint Customer Engagement Solutions |
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| 1:30-2:15 p.m. |
Breakouts |
CTI, CRM and Omnichannel – Let’s
Explore the Possibilities
Mike Kulik, CPO & SVP, Bucher + Suter |
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Omni-Channel Management for the Digital
Age
Matthew Saskin, Managing Principal
Consultant, Customer Experience,
Dimension Data |
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Customer Journey Analytics in the
Contact Center
Dan Arra, VP Business Development and
Co-founder, Altocloud |
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| 2:15-2:30 p.m. |
Closing Remarks |
Keith De Abreu, General Manager,
Collaboration Solutions, Cisco Canada
Sangeeta Bhatnagar, GTACC Chair |
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