Thursday, Nov 8th, 2018

With two inspiring keynotes and a day filled with speakers, workshops, learning and connecting! 

On Thursday, November 8th , 2018, 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!

GTACC is proud to donate a portion of proceeds from our 2018 Innovation & Adoption Conference to several important charities.   

From GTACC 2017, we were able to give back $3000 to Toronto Fire Fighters Toy Drive, $3450 to Daily Bread Food Bank and $5000 to Indspire.  Thank you for helping us to serve!



As a not for profit whose mission it is to service our community, you will not find a more insight filled event nor one so economically priced.  We believe that great knowledge sharing can still be accessible and budget friendly. 

Early Bird Pricing until June 30 


$349* per ticket


4 or more for $299* per ticket


*plus services fees

July 1st to October 15th 


$449* per ticket


4 or more for $399* per ticket


*plus services fees

October 16th to November 8 


$549* per ticket


4 or more for $499* per ticket


*plus services fees



opening Keynote

Tamara Ghandour

Founder/CEO LaunchStreet

From being part of the elite group of TED speakers to completing three Tough Mudders (and counting), Tamara's life is about breaking through the status quo for game-changing results. As the founder of a thriving business, - the online education and community platform to help people innovate and differentiate in an oversaturated world, Tamara knows what it takes to drive growth and innovation in an ever-changing market-place. As the creator of the Innovation Quotient Edge (IQE) Assessment, Tamara has developed the only tool able to measure people's natural innovation strengths and deliver insights and tools for performing at their peak, bringing more innovative ideas to the

table, and being a high value team member. At 27 she was the youngest person ever named to leadership in a leading global advertising agency. If you've walked the aisles of Target you've pushed your cart past products and brands that have benefited from Tamara's innovative approach - everything from Cheerios and  Johnsonville Sausage to Procter & Gamble and Clorox.

When Companies like Disney, General Mills, and RICOH want to up their innovation quotient they call Tamara. She has run multi-million dollar businesses and launched a few of her own, learning from her successes and, most importantly, her failures. Tamara has been featured on the TODAY SHOW, EO FIRE Podcast, The New York Times, Denver Business Journal, NBC 9News and on radio stations across the country. As a kid in computer camp, Tamara won the  "I'll try anything once" award - a motto she still lives by.


Afternoon keynote

Corey Poirier

Corey Poirier is a multiple-time TEDx, MoMondays, and PMx speaker. He is also the host of the top rated 'Conversations with PASSION' radio show, founder of The Speaking Program, and he has been featured in multiple television specials.


He has also interviewed over 4,000 of the world's top leaders.

One of his most recent talks took him to New York City where he had the extreme pleasure of speaking to at-risk youth at the Brooklyn Navy Yard Boys and Girls Club.

A father to his young son Sebastian, boyfriend to Shelley, and a father to three fur babies, Corey is also a practicing yogi and Rock Recording of the Year nominee.


7:30-8:30 a.m.


8:30-8:55 a.m.

Opening Remarks & Introductions

9:00-10:00 a.m.

Morning Keynote Speaker – Tamara Ghandour

10:05-10:30 a.m.

Recognition and Meet Our Sponsors

10:30-11:00 a.m.

Wellness Break / Networking / Connecting with our Sponsors

11:05-12:00 a.m.

Adoption, The Hidden Constraint - Bruce Simpson, Switchgear

12:00-1:00 p.m.


Workshops 1:00- 2:00pm

How is your Employee Engagement?  In this hands on workshop, we will design their journey in your organization.


Facilitated by: Neal Dlin - ChorusTree 

1) What is AI?
2) Clearing up the confusion around what gets called AI but isn’t really AI
3) How is AI being used in the Customer Experience space as well as the Employee Engagement space
4) Call to Action - Don’t wait for it to be figured out as it is not your typical mass markets product it is how you use it to solve your business challenges........

Facilitated by Kevin Hornidge, RBC.

Case studies with Genesys, Nuvoxx, InfiniteKM, and Microsoft

Panelists Ivan Kovacevic, Brad Sellors, Vish Walia, Gordon Sexton

2:00- 2:30pm

Dan Stark, Amazon “What drives innovation at Amazon? “

2:35- 3:00pm

Wellness Break / Networking / Connecting with our Sponsors

3:00- 3:15pm

Prizes from our sponsors!

3:15- 4:15pm

Afternoon Keynote Speaker - Corey Poirier


Wrap up, Prizes and Closing Remarks


Panels, Sessions and Workshops

Adoption...the hidden constraint - Bruce Simpson, Partner, SwitchGear


Many Innovators are starting to tackle the problem beyond Innovation. As companies begin to understand the importance and how to innovate … the big constraint is becoming how to get Adoption.


Unbridled beliefs of Innovate!  Disrupt yourself!  Go Fast, and Fail Faster!  … can create a downpour that causes Customer-facing teams to be overwhelmed and get stuck. Product, Marketing, and “the needs of the business” are driving innovation at a pace we all joke about … unless you are the human who has to interface directly with customers or the leader of this Team.

This giant Interactive Workshop will focus on:

  • What is preventing Adoption, and keeping companies from getting an ROI for all their efforts?

  • What are the front-runners doing to isolate constraints and install sustainable progress?

  • What are the repeatable Steps; the sequential Map for how teams progress from one plateau to the next.

If you feel that following-the-herd will not get you where you need to go, and believe there might be an easier way to help your organization evolve and remain relevant, then this session will help you take some ATTaction!

Learn more about the speaker Bruce here.

Mapping the Employee Journey - Neal Dlin, Chief Customer Officer, ChorusTree


There's no question that companies get the importance of mapping the customer journey and those who are winning have all done an excellent job of this across all touchpoint and possible variations.  Surprisingly then, that in an age of servant leadership where the employee experience is a known driver of the customer experience, very few organizations have mapped their employee journeys.  


In this workshop we will explore how Sonnet Insurance challenged some very common practices and used their front line Employee Journey map as the foundational playbook that guided how their contact centres were built and run.  Doing so helped them to achieve not only some remarkable employee engagement outcomes such as attrition under 10%, absenteeism under 5% and top quartile employee engagement as measured by Aon Hewitt, but also outstanding customer outcomes including Net Promotor Scores over 75%, Customer Satisfaction scores of 95% and numerous industry awards.   


This will be followed by a hands on mapping exercise where you will:

  • Learn what matters most to employees and how disconnects and even long standing contact centre best practices they experience on their journey can be sending them unintended messages that are working against your goals.

  • Blue sky what an ideal journey could look like with consideration for how it will drive the outcome your organization is looking for.

  • Walk away with real takeaways that you can start to implement in your organization right away.

If you are open to challenging some of the most common practices and understand that to be customer centric is to be employee centric, then this session might help you find a highly sustainable path to some outstanding results and/or improve on even existing great results.  

Learn more about the speaker Neal here.


Demistifying AI - Facilitated by Kevin Hornidge, RBC.

  1. What is AI?

  2. Clearing up the confusion around what gets called AI but isn’t really AI

  3. How is AI being used in the Customer Experience space as well as the Employee Engagement space



Innovation and Adoption Using Technology (case studies)

Panelists: Ivan Kovacevic of Nuvoxx, Brad Sellors of Infinite Media,  Vish Walia of Microsoft, Gordon Sexton of Genesys.

What drives innovation at Amazon?  Dan Stark, Amazon

You will hear about how Amazon drives continuous, customer focused innovation through a culture and mechanisms that have a track record of producing big impact.  You will leave with a few new tools that you can apply in your business to help you inspire customer focused innovation. 


Hear what people are saying about our annual conference!


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