CXPA Toronto Networking Event - 2023 Global CX Trends

About the Event:

Qualtrics & CXPA Toronto are offering a sneak peek at Qualtrics XM Institute's 2023 Customer Experience Trends Report, which will be led by two of their Solution Strategists -Justin Ninness and Elizabeth Erkenbrack.

The XM Institute spoke with nearly 33,000 customers from 29 countries to find out what businesses need to do to win their loyalty.

The answer: Act More Human. Justin and Elizabeth will show you a few surprises we can expect to see in 2023, give examples of how they see businesses bringing this goal to life, and give you a chance to ask questions and engage in conversation with the speakers and your CX peers!

PLUS:

A Canadian Success story: Revera will share the success they've had combining their employee , family and resident experience data to drive key actions across the organization.

Agenda:

2-2:30 - networking / welcome

2:30 - 3:30 - 2023 CX Trends Presentation

3:30 - 4:00 - networking + bar/food open

4:00 - 4:45 - Fireside chat with Revera on Correlating Customer and Employee Experience Data

4:45 - 5:30 - Networking & drinks

This is a free event for CXPA members and guests of Qualtrics. Seating is limited. Register now to reserve your spot.

About our Speakers:

Justin Ninness, Head of CX Strategy, Qualtrics Canada

Justin is a CX and digital practitioner currently working with Qualtrics to help Canada's top brands shape thier CX programs to align with the needs of their customers. Prior to Qualtrics, Justin has 15 years of XM experience, leading insights, research, digital, and strategy functions in Retail (Mountain Equipment Co-op) and CPG (Johnson & Johnson, PepsiCo). Justin lives in Toronto and has a passion for helping complex Canadian organizations build their CX programs.

Dr. Elizabeth ErkenBrack, Linguistic Anthropologist, and a Regional Head of CX Solution Strategy for Qualtrics

Dr. ErkenBrack helps companies and organizations understand and deliver exceptional experiences for their customers. She built CX programs in health insurance and global financial services before joining Qualtrics, so she understands the challenges of business execution, from strategy to deployment. She specializes in program development and maturity growth, linking XM metrics and operational metrics, and championing XM programs among internal stakeholders. Dr. ErkenBrack believes in the power of using data to bring a customer voice to complex puzzles, bringing the why to the what of customer behavior. She is a proud alum of the University of Pennsylvania and Vassar College.

Not a CXPA member? Join today

We are passionately dedicated to providing exceptional education to the Toronto network and love hearing from you. Let us know if there are subjects you'd be interested in us covering in future sessions.

The CXPA Toronto Team

p.s. Stay in the loop:

• Join the CXPA Toronto LinkedIn group.
• Sign up to receive future Toronto Network invites and information!
• Join the new CXPA Toronto Community page.

Thank you to our Global Gold Sponsor! Confirmit

A Special thank you to our local sponsor, Qualtrics