About The Event

The rules for customer engagement have changed dramatically in recent years - instantaneous, personalized and effective customer service has become the new standard. More than any other customer touch point, your support interactions are your best chance to engage directly with customers as a problem solver, which means it is the best opportunity to quickly gain (or lose) their trust.

How can today’s fast growth and agile businesses deliver the most effective customer experience possible and capitalize on every opportunity to drive customer engagement and happiness?

Join us for The Customer Happiness Tour: Toronto, where Stuart Ellis, Manager, Member Services at Shomi, Chad Horenfeldt, VP of Customer Operations at Influitive, and Jill Soley of Freshdesk will share their experience and their Secret Sauce for keeping their customers happy as their businesses grow.

Why Attend

Meet and network with Toronto’s incredible leaders of great brands

Gain tactical ideas and insights to improve customer service

Learn about emerging technology trends in customer support

Who Should Attend

If you lead a Customer Success, Customer Experience, or Customer Support organization or you run a company that puts a premium on exceptional customer experience, this event is for you.

Key Themes

How to take your support from reactive to proactive

How to engage employees to consistently exceed customer expectations

How to scale a customer service organization in the face of rapid growth, including hiring, training, and incenting the right behaviors

How to deliver on the promise of customer service to build trust and loyalty among your customer base


Stuart Ellis

Manager, Member Services at Shomi

Stuart is passionate about customers and their experiences with support teams. He has used his international background in both Financial Services support as well as in the entertainment industry to build and develop the Shomi customer service experience. Owning the experience means a focus on agent training and knowledge transfer, CRM usability and streamlined processes and procedures with the aim to not only exceed customer expectations, but more importantly to make their experience easy when they need it most.

Chad Horenfeldt

VP, Customer Success at Influitive

Chad loves customers and is passionate about customer success. He relies on his 13 plus years of experience helping companies of all sizes maximize technology to propel their business. At Influitive, Chad is the Vice President of Customer Success and is charged with creating the best customer experience possible to increase customer advocacy that will ultimately lead to a constant stream of referrals and creating life-long partnerships with customers.

Prior to Influitive, Chad spent 8+ years at Eloqua in customer success, eventually leading the customer success team and helping the company grow from $3 million to over $100 million in revenue.

Jill Soley

VP, Marketing at Freshdesk

As Vice President of Marketing, Jill works with Freshdesk’s Product and Marketing teams to ensure that our products continue to “Wow!” our customers. Jill brings to Freshdesk over 15 years of product management, product marketing and technology consulting experience. She has led successful SaaS, mobile and enterprise product releases at Adobe and Siebel Systems, including the launch of Adobe’s Creative Cloud. She spends her free time hiking, playing soccer, and building crazy LEGO structures with her kids.


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It was awesome!! Thank you for the takeaways!

Erika Paman-Mercado

Informative, open, transparent and useful.

Eddie Santillan


  • East Ballroom
  • Toronto Region Board of Trade
  • 77 Adelaide St. West
  • First Canadian Place, Suite 350,
  • Toronto, ON M5X 1C1
  • Tel: 416.364.1211
  • Dir: 416.645.7090
  • Fax: 416.366.8446