2016 opening Keynote

Bruce Croxon

Founder Round 13 Capital, Former Dragon (CBC's Dragon's Den)

Bruce Croxon wants to invest in the next Canadian wave. The co-founder of the wildly successful dating site Lavalife, and a former “Dragon” on CBC TV’s Dragons’ Den, shares his informed insights into what it takes to succeed in today’s demanding entrepreneurial environment, speaking on the importance of collaboration, innovation, an open mind, and the need to stay on the cusp of technology when going after your business dreams.

After co-founding Lavalife in 1987, Bruce served in many roles with the company—as partner, chairman, and CEO—guiding it to the position of category leader: it achieved revenues of close to C$100 million prior to Bruce leading its sale in 2004 for a stunning C$180 million. Since that time, Bruce has been active as both an investor and advisor in early stage companies in the technology and hospitality sectors, continuing to expand the reach of his entrepreneurial successes.

As an ex-Dragon on Dragons’ Den, he adds a broad range of businesses and products to his portfolio that tap into his passion for digital media, health, and marketing. He currently helms Round13, a company dedicated to investment in growth stage digital Canadian companies. With a focus on healthy living, Bruce also owns Vida, a chain of high-end holistic spas on the west coast of Canada

2016 Panels and Sessions:

Forces of Disruption: Mobile and the Constant Need to Evolve

  • Moderated by: Nygel Weishar, CIBC

  • Amar Narain, CIO, Pizza Pizza

  • Riaz Lalani, VP Product, The Score

  • Margaret Tsuji, Manager of Social Media Support, Rogers Communications

Chat Workshop
How is growing use of Chat disrupting your workforce planning, recruitment strategy and training?  Share with your peers to continue the discussion around leading edge practices.  Be part of creating an industry white-paper!

  • Workshop Facilitator: June Naranowicz, Rogers


Attendees will be working in groups to discuss topics such as: 

  •   Chat KPIs

  •   Recruiting/Training

  •   Planning/Forecasting for Blended Environments combining Chat/voice/Email/ SMS contacts

  •   Click versus Proactive Chat

Industry Disruptors
How does being an industry "Disruptor" disrupt your contact centre? Hear how contact centres have survived and thrived when their companies shook up major industries.

  • Neal Dlin, Head of Service, Sonnet Insurance

  • Richard Antosik, Director of Customer Experience, Moneris

  • Tonya Currie, Director, RBC Advice Centre

Compliance, PIPEDA and the Customer
With PIPEDA legislative changes imminent, the role of the contact centre will become more critical to managing and protecting customer data along with Frontline communications when a breach occurs.

  • Moderated by: Brad Sellors, Managing Director, InfiniteKM

  • Imran Ahmad, Miller Thomson LLP

  • Amit Sonnilal, Sr. Manager, Performance Enhancement, BMO Financial Group

  • Albany Gamero, Sr Manager, Customer Experience and Desktop Solutions, Scotiabank

Technology and great customer/employee experiences
The role of technology and great customer/ employee experiences. Stories of how companies leveraged various technologies to create great customer and agent experiences. 
Customer Panel - Learn how companies have become #disruptors with a little help from their friends......

Session A:

  • Moderated by: ​Kevin Hornidge, RBC and David Tsang, Elte 

  • Greg Thomas, VP, R&D, TekSavvy Solutions Inc.

  • Seth Corriveau, IT Operations, Mutual Fund Dealers Association of Canada (MFDA)

  • Linelle D’Souza, Manager, Contact Centre, Home Trust

Session B:

  • Moderated by: Kevin Hornidge, RBC and David Tsang, Elte

  • Beverly Lundh, Senior Consultant, Odyssey Group Consulting

  • Emile Fontaine, Workforce Specialist, The Electrical Safety Authority

  • Pierre Aube, COO, TekSavvy Solutions Inc.

2016 Closing keynote

Karl Subban


Karl Subban is a former school principal in one of Toronto's toughest neighbourhoods, and the father of five children, including three NHL players. He's dedicated his life to helping others reach their potential—to be better at their careers and better as people. His gregarious, powerful talks explore teamwork and leadership, and offer a fresh take on what it means to succeed. 

In his thirty years of coaching, teaching, parenting, and leading, Karl Subban has learned how to inspire people. "Your greatest gift is your potential,” he often says, “and your greatest gift to the world is the development of that potential." Hailing from the Caribbean, where he never played hockey, Subban has nonetheless raised three NHL players, including Montreal Canadiens defenceman P.K. Subban—one of the league's brightest stars and an Olympic Gold Medal winner. As parents, Karl and his wife, Maria, have raised five accomplished children.

Their two oldest daughters are teachers, one a record-setting university basketball star and the other an acclaimed visual artist. Each of their three sons, P.K., Malcolm and Jordan, have been drafted and signed by NHL teams. The Million Dollar Question he is often asked about his family is, "How did you do it?” A natural storyteller, Subban mixes personal stories with lessons he learned as a coach and principal—lessons about goal-setting, perseverance, and accomplishment—that resonate with audiences from the boardroom to the classroom. Subban is presently writing a book with Toronto Star writer Scott Colby.

Check out Pics and video highlights of our 2016 conference!