GTACC 2017 was a HUGE success.  A big thank you to all of our members, speakers, sponsors, influencers and volunteers for another incredible sold out event! 

On Thursday, November 2nd , 2017, come join us at Pearson Convention Centre at 2638 Steeles Avenue East for a day of fantastic keynote speakers, interactive workshops, engaging panel discussions, lots of networking along with sharing best practices across our industry. We plan on delivering a GREAT experience to all who work so hard every day to provide great customer experiences. This day is for YOU!

From GTACC 2017, we were able to give back 

$3000 to Toronto Fire Fighters Toy Drive

$3450 to Daily Bread Food Bank

$5000 to Indspire

Thursday, November 2, 2017

Pearson Convention Centre
2638 Steeles Avenue East
Brampton, Ontario
L6T 4L7 

GTACC is proud to donate a portion of proceeds from our 2017 Transformation Conference to support Indspire.


opening Keynote

Mike Lipkin

World-Renowned Motivator and Communicator

Mike Lipkin brings out the best in leaders and employees around the world. The founder and president of Environics/Lipkin, a global research and motivation company, and the author of numerous bestselling books, he combines Environics’ trademark “social values research” with his personal expertise to provide organizations such as Deloitte, P&G, Pfizer, Wells Fargo, and GE with the tools to take powerful action and achieve pre-eminence in their workplaces. Mike combines his learning from talking to a million people in forty-three countries with the insights from the Environics Social Values research to offer clients the best of all worlds: a powerful blend of ideas and principles that help them achieve remarkable results.

He began his career with Colgate Palmolive as a brand manager, and then migrated to the advertising industry where he held senior account management positions at both Grey Advertising and Ogilvy & Mather.

Mike founded Environics/Lipkin in 2001, and has written nine bestselling books on personal leadership and effectiveness. that include Your Personal Best: The 12 Personal Best Practices to Help You Live at Your Highest Level; Luck Favours the Brave: How the Five Social Super Trends Can Make You Very, Very Successful; On Fire: The Art of Personal Consistency; Keeper of The Flame: How to Inspire Others on the Cusp of Change; One Life, One Meeting: How to Achieve Pre-eminence, One Conversation at a Time and Star Power.


Closing Keynote 

Marnie McBean

O.C. - Three Time Olympic Gold Medalist, Specialist in Athlete Prep and Mentoring to Olympic Teams

Marnie McBean is one of Canada's most decorated Olympians, and an expert in turning potential into performance. As a former Specialist in Athlete Preparation and Mentoring for the Canadian Olympic Committee, McBean prepared athletes emotionally and psychologically to ensure that they performed at the highest level in everything they can. Drawing on her years of experience as a top competitor and her current expertise, she leaves audiences with a recipe for success that can be applied to all endeavours. McBean is a member of Canada's Sports Hall of Fame and has been made an Officer of the Order of Canada.

Marni holds a degree in kinesiology from the University of Western Ontario, as well as three honourary doctorates. As an ambassador for Right to Play, for Fast and Female, and for Plan Canada's Because I am a Girl initiative, she is actively involved in helping to promote the safety, health, and activity of Canada's youth.  McBean's book, The Power of More: How Small Steps Help Us Achieve Big Goals, outlines how the three-time Olympic gold medal rower sets and achieves goals, in sports and in life.

special keynote

Mark Miller

Contact Center Practice Leader, J.D. Power


Mr. Miller is responsible for thought leadership and for directing all omnichannel solutions development, strategic partnerships, benchmarking, VoC and operational assessments, performance improvement consulting engagements and certifications.  He is a recognized authority on maximizing the customer experience across live phone, IVR self-service, web self-service, chat, email and social media channels and has presented research and analysis at over 60 industry events.  He served as a judge for the ICMI Global Call Center of the Year Award in 2013 and 2014.

Mr. Miller has over 20 years of executive management and performance improvement consulting experience working with small, medium and F500 clients in over a dozen industries to improve sales, customer service and technical support operations across all channels.  

Mr. Miller has a bachelor’s degree in Journalism from The University of Texas at Austin, was selected as a member of the Alpha Sigma Nu Honor Society and received his MBA in Marketing with honors from Regis University.


7:30-8:30 a.m.


8:30-8:55 a.m.

Opening Remarks & Introductions

9:00-10:00 a.m.

Morning Keynote Speaker – Mike Lipkin

10:00-10:40 a.m.

Wellness Break / Networking / Connecting with our Sponsors

10:45-11:45 a.m.

Special Keynote Speaker - Mark Miller, J.D. Power

11:45-12:40 p.m.


12:45-1:45 p.m.


Facilitated by: Anu Aduvala, Toronto Parking Authority

What keeps Senior Leaders up at night?

Facilitated by: Matthew Saskin, Dimension Data


Facilitated by: Brad Sellors, InfiniteKM

1:55-2:35 p.m.

GTACC Awards and Winners Panel

2:35-2:55 p.m.

Wellness Break / Networking / Connecting with our Sponsors

2:55-3:15 p.m.

Sponsor Prizes Giveaway!

3:15-4:15 p.m.

Afternoon Keynote Speaker - Marnie McBean

4:15-4:30 p.m.

Wrap-Up - Closing Remarks and a Few Final Prizes


Panels and Sessions

Panel A:
Transformation through People and Process
Hear stories of transformation and lessons learned from a diverse group of industry leaders

  • Moderated by GTACC Influencer: ​Anu Aduvala, Toronto Parking Authority

  • Gary Yorke, Director 311 (Division Head) City of Toronto

  • Dilip Nair, Senior Director, Customer Service, Alight Solutions

  • Lisa Moody, Director, Customer Care, Products and Channels, World Vision


Panel B:
Transformation through Technology
Come hear from your peers how they were able to start or complete a full Transformation using various technologies


Executive Workshop

High-performing disruptors are outpacing established market leaders by committing to the opportunity created by the digital revolution.  The digital dilemma in enterprises is deepening and organizations must choose a path between digital crisis or redemption. This is the clear message from the 2017 Global Customer Experience (CX) Benchmarking Report.


Join this Executive Workshop where our Industry Advising Partner, Matthew Saskin, Dimension Data will discuss key trends in digital transformation of the customer experience, leaving you with takeaways you can use to begin the journey of digitally transforming customer experience within your organization.  Additionally, there will be time for Q&A as well as open discussion in small groups to discuss real-world examples of customer experience transformation.

This session will be very strategic in nature and will be limited in size.  This breakout is geared towards Directors and above.

To pre-register for this special executive workshop, click here to send an email.  Please provide, you name, company and title (must be a Director or above to register).

If you are coming from out of town, we have group rates at the Hilton Garden Inn until October 1st.  To receive your preferred rate, guests should quote the group code/name “GTACC”.


Reservations can be made through the hotel directly at 905-595-5151, online at or the toll free number 1-855-595-5161.


Hear what people are saying about our annual conference!

Platinum Sponsors

Gold Sponsors