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Wednesday | April 15

10:45 AM – 11:30 AM

Empowering Women: Why It’s Essential to Improving Your Customer Care

11:40 AM – 12:25 PM

Overcoming the Challenge of (Literally) Delivering on Customer Expectations

1:50 PM – 2:35 PM

Hanging Up the Call Center Phone: The Rise of Chatbots and Automated Messaging

3:20 PM – 4:05 PM

Orchestrating the Customer Experience: Unified Data and Personalization

4:15 PM – 5:00 PM

How Millennials and Gen Z are Reshaping Customer Care

Thursday | April 16

9:00 AM – 9:40 AM

The Store of the Future Is Not a Store: Beyond Omnichannel to a Harmonized Experience

9:50 AM – 10:30 AM

Case Study: How Telus Created a Front-End Customer Experience that Set it Apart

11:20 AM – 12:00 PM

When Customer Services Goes Bespoke