CXPA Toronto: Practical AI Use Cases for CX Leaders

AI is no longer a future concept. It’s a present-day tool reshaping how we design and deliver Customer Experience. But what does that look like in practice?

Join fellow AI Experts and CX leaders for an interactive afternoon exploring real-world AI use cases in Customer Experience—from contact centre transformation to Generative AI in operations and service delivery.

You’ll gain practical insights, network with peers, and walk away with examples you can immediately apply in your own organization.

🔹 Real CX Use Cases Using Call Centre Data - Presented by Shorit Ghosh, ADA (one of Canada's leading AI firms and a top 50 AI firms internationally)
Discover how companies are using AI to unlock insights from contact centre interactions—improving resolution rates, cutting costs, and boosting CSAT through voice automation and predictive analytics.

🔹 Hands-On Breakouts: Practical CX Use Cases with AI - Led by Optimus SBR’s Innogen Team
Through small-group sessions, explore how AI and automation can drive measurable improvements in efficiency, service excellence, and customer experience.
Participants will be invited to share their areas of interest so that the session reflects real-world priorities.

🔹 Networking + Holiday Reception
Connect with CX peers between sessions—and later at our holiday reception, featuring great conversation, new connections, and time to toast another year of CX leadership and learning.

CX Leaders, Strategists, and Professionals who want to move past the buzz and see how AI is actually being applied to improve customer experience outcomes.

• Learning Event Only: $25 USD
• Holiday Reception: $35 USD
• Both Learning Event and Holiday Reception: $50 USD

Capacity is limited to keep sessions interactive. Register today.

: Experienced GTM and Services leader with a strong track record across enterprise sales, value consulting, customer experience (CX), and implementation delivery. I’ve led cross-functional teams at Qualtrics and now at Ada to design, sell, and scale impactful CX solutions - most recently focused on AI-powered voice automation for customer support. His background spans the full customer journey—from shaping enterprise VoC and CX programs during the pre-sales cycle to driving successful implementations and long-term value realization. He brings a hands-on approach that combines commercial rigor with operational execution, delivering measurable outcomes like cost reduction, improved resolution rates, and increased CSAT. He specializes in CX design, AI automation, business process optimization, and implementation of enterprise feedback and analytics platforms, with deep expertise in BPM, VOC, EFM, speech and text analytics, and contact center transformation.

: Doug leads Optimus SBR’s Technology Consulting practice and brings over 25 years of experience driving enterprise technology strategy, transformation, and execution. As both a former CIO at a major Canadian bank and a senior consulting executive, Doug has led complex initiatives spanning cloud migration, agile and DevOps adoption, digital modernization, and enterprise architecture transformation. He has directed large, multidisciplinary technology teams across Canada, the U.S., and offshore, delivering impactful solutions in areas such as digital platforms, cloud-native design, and application modernization. Doug is known for bridging the gap between business goals and technical execution, bringing a collaborative, outcomes-focused approach to help organizations adopt innovative technologies and maximize return on investment.

p.s. Stay in the loop:

• Join the CXPA Toronto LinkedIn group.
• Join the CXPA Canada LinkedIn group

Thank you to our Global Gold Sponsor and the rest of CXPA's .

A special thank you to our local sponsors Qualtrics and Bond Brand Loyalty

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