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Virtual Event: Bots and the Future of Customer Experience

Enhance engagement • Drive efficiency • Unlock capacity

Thursday, January 21, 2021
(Start: 12.00pm ET / 9.00am PT)

Agenda Overview:

In today’s world, Governments around the world are battling to keep up with the ever-changing demands of their citizens. 

Citizen’s expectations are evolving and the technology that organizations use to respond to must change along with them.

Emerging technologies, like AI-powered chatbots, are helping organizations provide quicker resolutions and simplify the job of a customer service agent. The reciprocal relationship between humans and technology is critical to success.

While speed is important, it is equally important not to lose the human touch that many citizens still desire. Being able to balance speed and personalization will lead to increased customer satisfaction levels. Curating the right data and content is also critical to successfully leveraging bots. Now is the time for organizations to get ahead of the CX challenge before they get left behind.

Our Bots and the Future of Customer Service Virtual Event brings together all three levels of government across Canada to explore how future-facing government departments and agencies are using chatbots to enhance their CX, decrease wait times and increase capacity for their teams to focus on exciting work by eliminating repetitive tasks. Join us to explore the latest trends, hear relevant case studies, examine what works well and discover learnings to leverage in your own work.

Download the Agenda

Key Takeaways:

Hear from pioneers in the industry that are helping to shape the future of chatbots

Tap into learnings from government case studies about how bots can be used to strengthen and facilitate communication

Discover practical tips and learnings to help accelerate your initiatives

Examine opportunities and address persistent barriers to implementing bots in your organization

Event Speakers:

Leanne Thain

Executive Director, Digital Health Strategy
BC Ministry of Health

Duane Schell

Chief Technology Officer
State of North Dakota

David Young

Director General , Data & Business Intelligence Directorate
Canada Revenue Agency

Andreas Boehm

Andreas Boehm

Intelligent Cities Manager
City of Kelowna

Marco Palermo

Director, Digital Government & Modernization
City of Toronto

Rhonda Tsingos

Rhonda Tsingos

Management Consultant, Technology Services Division
City of Toronto

Carly Dybka

Carly Dybka

Assistant Director, Social Media & Care
Immigration, Refugees and Citizenship Canada

Tiffany Chui

Tiffany Chui

Senior Project Manager, Provincial eHealth Projects, IMITS
Provincial Health Services Authority

Jennifer Walinga

Professor, School of Communication and Culture
Royal Roads University

Ben Spencer

Ben Spencer

Director of Marketing & Development
Yellow Pencil

Christopher Nash

UX Strategist
Yellow Pencil

Stephen Poon

Korah Limited

Event Sponsors:



Become a Partner

Interested in sponsoring? Contact Andrew Cowan by phone (1-647-459-8904) or email (

Agenda Highlights:

12:00pm ET / 9:00am PT
PSN Welcome and Opening
12:05pm ET / 9:05am PT
Chair Opening: Realizing the Potential of Bots across the Public sector
12:20pm ET / 9:20am PT
Government Keynote: Spotlight on BC’s COVID-19 Digital Assistant
12:35pm ET / 9:35am PT
Partner Keynote: Leveraging AI to Power Your Bot
12:50pm ET / 9:50am PT
Government Case Study: Overcoming Common Challenges to Bot Implementation
1:10pm ET / 10:10am PT
Government Demo: Bots at Work at the City of Kelowna
1:20pm ET / 10:20am PT
Virtual Refreshment Break
1:25pm ET / 10:25am PT
Partner Session – Designing Effective Automated Communications
1:40pm ET / 10:40am PT
Panel Discussion: Sharing Learnings- The Impact of Bots on Customers, Employee Experience and Organizational Efficiency
2:10pm ET / 11:10am PT
Closing Remarks from Chair / End of Session


Complimentary to attend

For public sector only

Online event