Thursday, June 3, 2021
Please click HERE, then click on Register to sign up for the event.
The Contact Atlantic Conference & Trade Show is an annual gathering of professionals who work in and support the amazing and diverse contact centre industry. This conference is hosted each year by ContactNB Inc., an industry association located in New Brunswick, Canada. Each year, we gather to network with industry peers, to learn, to share best practices, to hear from top-notch presenters, and to interact with trade show and sponsor representatives whose product and service offerings support this vibrant industry.
We're excited to announce that we are hosting a VIRTUAL Contact Atlantic Conference on Thursday, June 3, 2021 ~ 8:30am-3:30pm AT. We have procured an amazing platform to host this event -- the Covid-friendly, next best thing to being in-person.
If you're interested in supporting this event as a sponsor, please reach out to us at ContactNBassociation@gmail.com.
2021 Conference Theme: "Reimagine"
We all know that the past year has forced us all to reimagine how we work, live and play. Things we never thought possible suddenly became necessary. So, what's next? What else to we need to reimagine? Join us as our amazing lineup of speakers shares their thoughts and empowers us to reimagine our industry and our world. See below for our speaker/session lineup.
2021 Contact Atlantic Sponsors:
Check out our growing list of sponsors! We are grateful for their support of our event and our industry.
2021 Contact Speaker Lineup:
Check back often to watch this list grow!
Vice President, Customer Care
09:00 - 09:50 Atlantic Time: Main Stage
Reflections of 2020 – How Journaling Can Help Heal Your Heart
2020 was a year to remember, pushing all of us out of our comfort zones and teaching us that when we have to dig deep we all have the resiliency and grit to get through the toughest times.
Join Heather as she shares her journey through 2020, and the emotional rollercoaster she experienced, with the loss of her Mom due to Covid-19. Heather turned to journaling through these difficult times, helping her see that the answers she was looking for were already in her heart and soul. Learn through her experiences that grief and hope can sit side by side in our hearts. Heather knows that she is not the only one going through difficult times, but together we can heal through the power of conversation, togetherness and journaling to dig deep into our hearts.
This session will take the audience on a journey of love, loss, resiliency and grit and give each of you a moment to reflect on how 2020 proved that we all have the strength to get through it.
Heather Arthur is a high-energy, passionate, and hands-on executive with a career that spans over 26 years in technology and communications. As a leader and coach, she inspires her team to look for every moment to be an authentic and giving leader. One of her daily goals is to positively impact at least five people a day for the rest of her life. Heather was recently selected as Top VP of the year in Communications by the International Association of Top Professionals (IAOTP) for outstanding leadership and commitment to the industry. Heather considers herself a student of life and uses her background as a neuro-linguistic programming coach to teach others to see just how powerful they can be. In this crazy year of lockdown, Heather has still found a way to spark her competitive spirit and she currently holds the title of reigning champ of Boggle, Scrabble and Cribbage in her family.
Vice President, Product Marketing
09:00 - 09:50 Atlantic Time: Breakout Session
The Contact Centre: Reimagined
Conversational Artifical Intelligence (AI) and automation technologies have become mission critical for contact centres to manage increased call volume while still delivering a superior customer experience. Throughout the pandemic, it became clear that human-to-human conversation is still the preferred method of customers. This being the case, it is important that the agent experience both during and post call leverage automation and AI to enable agents to deliver on their KPIs while remaining engaged with the customer. To do this effectively, contact centre leaders need to reimagine their digital transformation plans to equally weight the improvement of both the agent and customer experience.
In this session, Vijai Shankar will discuss the impact the pandemic has had on accelerating plans to digitally transform contact centres. Vijai will walk through the roadmap to successfully implementing automation and AI to enhance the agent and customer experience, the business value that can be generated at each step and the technologies required at each stage of the transformation.
Vijai Shankar is the Vice President of Product Marketing at Uniphore. Vijai leads the global product marketing strategy including messaging, positioning, and evangelizing of Uniphore’s products and solutions. Prior to Uniphore, Vijai led product marketing teams at Xactly, 247.ai, Kony and Genesys.
Good Grief at Work
10:00 - 10:50 Atlantic Time: Main Stage
Reimagining Culture Pathways for Grief & Loss at Work
Grief WILL tap us on the shoulder at work. Our companies hold a special role in how well we'll handle it when it shows up. Preparing to support and empower our teams through loss and grief is good for people and for business. Building a resilient system for supporting loss and grief inside your company now, instead of asking people to be resilient during the most challenging time, sets you apart as a truly exceptional place to work. New pathways for processing grief at work and opening conversations to equip your teams with skill and ease to support their co-workers has never been more important.
Meet Tracey Ivanyshyn. Her last name is pronounced IVE-an-ISH-an -- it sounds like "I'm on a Mission". AND SHE IS!
Guiding GOOD grief at work IS Tracey's mission - at a time when it's needed most - she helps companies reimagine the way they support their teams through grief and loss. We know grief will tap us on the shoulder at work. When you create a system for good grief at work, you not only lead in culture innovation, you strengthen your company and the great people within it. Tracey can help you reimagine, create and integrate a culture prepared for good grief and bereavement that keeps your company strong - and your people stronger.
A serial entrepreneur and leader of award-winning corporate culture, Tracey is here to help you create a culture that holds space for good grief at work. CEO of three companies, a founder and soul-centred leader, Tracey is also a 'retired' social worker, with recent studies in Palliative Care, The Art of Dying and The Grief Journey. A thought leader in Corporate Culture, Leadership, Death Awareness, Advocacy and End of Life Planning, she hosts a podcast called Gifts from Goodbye. Selected to join Virgin Unite's 100% Human at Work Group, Tracey attends quarterly gatherings with the Virgin Group of Companies, is published in their annual Culture Experiments Collection alongside many corporate culture giants -- Google, Zappos, Chanel, Unilever, Ideo and NextJump, to name a few.
Vice President, Product Management
10:00 - 10:50 Atlantic Time: Breakout Session
Mastering Virtual Training & Improving Remote Onboarding
The transition to remote work has exposed the many challenges and drawbacks of traditional lecture style training. ProcedureFlow’s VP of Product Management, Micah Peterson, leads this interactive session helping you to reimagine your organization’s training and onboarding programs. Dive into why scenario-based training is the future of contact centre training, and discuss what other organizations are doing to make their remote onboarding successful.
Micah Peterson is a knowledge management expert and enthusiast, and has been helping companies transform their knowledge management for more than 15 years. When he’s not sharing his love for knowledge management, you can find him playing with his seven kids, solving a Rubik’s Cube, or helping out at his local church.
Senior Change Management Consultant
11:00 - 11:50 Atlantic Time: Main Stage
What Value Does Change Management Really Bring?
It is said that there will be more change in the next 10 years than there was in the last 100 years. Is your organization and team ready for this? In this session about Change Management, you will understand why change initiatives often fail to produce the projected benefits and return on investment. You will also discover that not obtaining the desired benefits isn’t the only consequence of poorly rolled out change initiatives. Join Brenda in this session as she shares an overview of the value of change management along with some tips and considerations to making your change initiatives successful.
Brenda Page has over 25 years of experience in transformational organizational Change Management. She also has extensive experience in Organizational Training and Development, Leadership Coaching, Human Resources, Management Consulting, and User Experience Design Thinking. She is a Certified Coach and Certified Trainer and has certificates in User Experience Design methodologies. She has worked in both private and public sectors and in numerous industries.
Brenda’s insightful ability to read people and situations allows her to strategically get to the root of issues, thereby ensuring organizational change is effectively implemented and sustained to attain the projected return-on-investment and improve the entire change experience within the organization.
Brenda is fluent in both official languages, English and French. She is proud to be a Certified Change Management ProfessionalTM and an ACMP Qualified Education Provider (QEP) facilitator with Mariner Innovations.
Nicole von Seggern
Senior Sales Engineer
11:00 - 11:50 Atlantic Time: Breakout Session
The Contact Centre: 2021 and Beyond
From a rapid increase in digitization to a higher demand from consumers for excellent customer experience and nothing less than optimal data security, the contact centre is under a lot of pressure to be all things at once. In this presentation, PCI Pal Director of Channel Sales, Craig Holloway, explores how contact centres will react beyond 2021. This will include a highlight of the expectations and evolution to take place, as seen by both consumers and contact centre professionals.
Nikki von Seggern has driven B2B technology marketing strategy for over a decade, with a focus on contact centre solutions in the past four years. She has seen and proven the value of a strategic compliance solution, and places a heavy emphasis on understanding both the consumer perspective, and the requirements placed on different roles across the contact centre. Joined by Senior Solutions Engineer, Dave Horchem, with his 16 years in the contact centre space with some of the industry’s leading organizations, the duo will explore the future of payments within the contact centre.
RBC Olympian (Curling)
12:30 - 13:20 Atlantic Time: Main Stage
Overcoming Obstacles: My Journey to Success
Brett Gallant has been a member of the Brad Gushue curling team, based out of St. John’s, Newfoundland, since 2012. As Second with Team Gushue, Brett has won three Canadian titles, winning the World Championships in 2017. Together, Brett and Team Gushue have won 10 Grand Slam of Curling titles since 2014, more than any other team over that period.
Playing with Jocelyn Peterman, Brett is also a two time Canadian Mixed Doubles Champion in 2016 & 2019, winning a Silver medal at the 2019 World Championship. Brett was an athlete model in the 2018 Men of Curling Calendar where he raised funds for Kidsport, an organization which provides financial assistance so all kids can play sports. Brett narrowly missed representing Canada at the 2018 Olympic Games and is an Olympic hopeful in both the Men’s and Mixed Doubles disciplines for 2022.
Brett is a member of the RBC Olympians program, where Olympic and Para athletes gain valuable work experience working as ambassadors while helping to bring the Olympic message to communities across Canada.
Value Creation Services
12:30 - 13:20 Atlantic Time: Breakout Session
Global Contact Centre Leadership Perspectives
Every two years, Deloitte facilitates a global contact centre industry survey to gain leadership perspectives on emerging trends and strategic objectives. Derek Fitzgerald, Deloitte’s Contact Centre Industry leader, will share some of the key highlights and trends from the most recent global contact centre leadership survey.
Within Deloitte’s Value Creation Services Practice, Derek brings over 20 years of industry and consulting experience working with public and private sector organizations to reimagine, create and deliver the future of customer-centric business, operations and technology transformation, elevating customer experience and enterprise value.
Derek leads Deloitte’s Service Operations offering focused on all aspects of customer operations across strategy, talent, operations and technology to help organizations build and execute strategic cost transformation, service modernization, operational excellence and technology innovation.
Derek is actively engaged in the contact centre industry as an officer on the Board of Directors for both ContactNB and Contact Centre Nova Scotia. He is Deloitte’s Financial Advisory Lead Business Partner for Atlantic Government and Public Sector services and Regional leader for Deloitte’s M&A Value Creation Services.
SB Global Human Capital Solutions
Panel Discussion Host
13:30 - 14:20 Atlantic Time: Main Stage
Panel Discussion: Physical and Mental Wellness in the Workplace
Join host Sangeeta Bhatnagar as she moderates a panel discussion with four industry professionals about the topic of Physical and Mental Wellness in the Workplace. Meet our panelists (Below, L to R):
Tanya Chapman, MBA CPHR, The Chapman Group
Crystal Daigle, BA, Accor Global Reservations Centre
Luc Pellerin, MBA CPA CMA, RBC Advice Centre
Genevieve Roy, CHRP, Moneris
Let's meet our panel ...
Sangeeta Bhatnagar, BA, is Founder of the boutique Human Capital firm, SB Global Human Capital Solutions, which focuses on talent acquisition and training (live and virtually) for top-tiered Contact Cenre & CX/EX professionals. With an emphasis on Human Behaviour, Sangeeta helps companies to attract, retain and develop top talent using behaviour models, strategies and Emotional Intelligence principles. Sangeeta is a best-selling author of the anthology “Called to Action,” as well as the Chair of the Greater Toronto Area Contact Centre Association.
Tanya Chapman BA, B.Ed., MBA, CPHR is the President and Senior Consultant at The Chapman Group in Saint John, New Brunswick. Tanya holds a Bachelor of Arts and a Bachelor of Education degree from St. Thomas University, along with a certificate in Human Resource Management and an MBA from the University of New Brunswick. She is a designated Certified Human Resource Professional and has completed the ICD Directors Education Program from the Rotman School of Business.
Crystal Daigle, BA, is the Director of Operations at Accor Global Reservations Centre in Moncton. Crystal is an experienced leader with a demonstrated history of working in the hospitality industry, skilled in leadership, building and maintaining colleague engagement, loyalty marketing, sales and customer satisfaction. Crystal holds a Bachelor of Arts (BA) Degree from the University of New Brunswick.
Luc Pellerin, MBA CPA CMA, is the Director of the RBC Advice Centre in Moncton. Luc is an experienced leader with a history of working in the banking industry. Skilled in Business Relationship Management, Change Management, Financial Analysis, and Commercial and Retail Banking. Strong finance professional graduated from Université de Moncton and holder of an MBA and CPA CMA designation.
Genevieve Roy CHRP, is the Disability & Wellness Consultant at Moneris, having worked with them since 2013. She was integral to the launch of both the Recognition program in 2016 and Moneris’ Wellness program in 2017. With her strong passion for employee well-being and corporate wellness, she has continued to improve and expand both the Wellness and Disability programs. In 2020, Moneris was recognized by the 2020 Canadian HR Awards, as a finalist in the category of Excellence in “Employee Financial, Physical and Mental Wellness”. Genevieve holds an advanced diploma in Business Administration, with a specialty in Human Resources from George Brown College and graduated with honours, and has her Workplace Mental Health Leadership™ Certificate. She is also a member of the Human Resources Professionals Association.
Senior Vice President,
13:30 - 14:20 Atlantic Time: Breakout Session
Humans and Technology Intersect at the Future of Customer Service
Recent headlines argued that coronavirus would usher in the death of the contact centre but, even today, non-voice channels like email, chatbots, social media and self-service still account for only a portion of customer service interactions. When customers cannot resolve issues through non-voice channels, they turn to agents ... because people solve problems for other people.
Hear from Kevin Jolliffe as he shares why solving the contact centre data problem is crucial for improving customer experiences. You will learn more about:
- The challenge of taking advantage, in real time, of the massive amounts of data generated by contact centres
- How AI-powered automation can be used to support your customer service teams
- The positive impacts of automation when applied alongside, not in replacement of, humans
Kevin Jolliffe is the Senior Vice President, North America, at Intradiem. He has more than 20 years of global executive operational experience specializing in workforce planning, outsourcing, remote agent models and contact centre technology. He’s an industry thought leader and innovator who challenges traditional thinking to shape the future of intelligent automation and improve the customer service industry.
Head of Global Real Estate Investments at
TD Asset Management
and Co-Founder of the
Black Opportunity Fund
14:30 - 15:30 Atlantic Time: Main Stage
An Approach to Addressing Canada's Black Opportunity Gap
Colin will share his insight on how COVID-19 has impacted generational wealth and opportunities in the black community and introduce an approach to addressing Canada's Black opportunity gap.
Colin Lynch is the Head of Global Real Estate Investments at TD Asset Management and Co-Founder of the Black Opportunity Fund. In this role, Colin manages investments in over 700 properties located in 120 cities worldwide. In 2020, Colin was named one of Canada's Top 40 Under 40, a Trustee Emeritus of Queen's University and a Recipient of the Queen's University Toronto Branch Award. He is also a co-founder of the Black Opportunity Fund. Colin is a member of the Board of Directors of the Sunnybrook Health Sciences Centre, the Toronto Symphony Orchestra, the Toronto Investment Board. Colin holds an MBA from Harvard Business School, a Bachelor of Commerce and a Bachelor of Arts from Queen’s University. All were received with distinction.
Head of Strategic Business Consulting at Genesys
14:30 - 15:30 Atlantic Time: Breakout Session
A Copernican Turn in Customer Experience
In the same way that Copernicus challenged existing theories in the 16th century, today we are faced with a paradigm shift that will invite us to think and find mechanisms to understand the evolution of customer service and its triumphal entry into the era of empathy. We find that the effervescence of the CX and its technologies lie in a digital world of accelerated growth and that organizations compete for the mastery of a strategic practice: Business Empathy.
Business empathy is the competency with which we guarantee our survival, competitiveness and growth. Empathic companies configure in their interaction processes a human awakening towards emotions and needs for customers and employees. Through understanding the four pillars of empathy: Listen, Understand, Act and Learn, we can connect your customers and employees through business journeys with effective levels personalization using data, AI and engagement tools.
Sergio Coretti is the Global Head of Strategic Business Consulting at Genesys.