Creating Opportunity in an Uncertain World


APRIL 27, 2022

Note: All events will be held at Credit Suisse (view venue map). There is limited seating for the conference so register today! A State or Federal photo ID and proof of full COVID-19 vaccination are required for entry (see more information on entry here).


9:00 a.m.  Pre-Conference Registration Opens
9:30 a.m. – 11:45 a.m.

Location: Geneva
Operators Session*

Client Liaisons/Self-Operators/IFMs only (No additional fee)
If you’re an Operator, plan to come together to exchange ideas with your colleagues during this interactive session. Attendees become the program as they participate in facilitated and insightful dialogue on the following critical topics:
  • Sustainability: Net Zero – Supply Chain – Labor – Packaging – Disposables & Reusables – The Path Forward
  • Return To Work Patterns & Foodservice Operations: Food – Pricing – Service – Labor – Food Safety
  • Amenity Offerings: Services – Work Environment – Trade-offs – Social Interaction – Hospitality ROI

Bring your challenges, ideas and solutions to the table and walk away with resources from fellow operators who have similar responsibilities.
10:30 a.m. – 11:45 a.m.

Location: Paul Calello A
Young Professionals Session

Young Professionals are 39 years of age or younger (No additional fee)
Immersive Workplace Interactions
This year’s CIC Young Professionals Session will involve participation from the whole group to discuss topical issues in a fun and collaborative format. We will break the ice by creating a young professional’s mission statement through group Ad Lib submissions to be read aloud at the end of the session. We will then go into speed networking to discuss industry trends and compete in a Team SHFM “Family Feud style format” to test industry knowledge. The final activity will be a group discussion to share best practices on how to market yourself in such a competitive industry and for future workplace opportunities. This session should be interactive, informative and a fun jump start a great CIC conference.
12:00 p.m. – 12:45 p.m.

Location: Hong Kong
Operators Lunch*

Client Liaisons/Self-Operators/IFMs only (No additional fee)
12:00 p.m. – 12:45 p.m.

Location: Paul Calello A     
Young Professionals Lunch     

Attendees 39 Years of Age or Younger Only (No additional fee) 

*Contract management companies will be contacted separately regarding their designated representative.


12:30 p.m. CIC Registration Opens
1:00 p.m. – 2:00 p.m.

Location: Paul Calello Auditorium B&C
Industry Uncertainties & Their Challenges

Marc Fuchs
, Executive Vice President, Singer M Tucker (view presentation deck)
Rob Gebhardt, Vice President Experience Services – Work Dynamics, JLL (view presentation deck) 
Diane Pancoski, VP Marketing Strategy and Innovation, Aramark Workplace Experience Group (view presentation deck) 
Industry uncertainties present unique challenges for workplace hospitality professionals and seem to be changing on a daily basis. What do we need to know to manage uncertainties, help employees and staff adapt to a changing environment and create positive hospitality experiences? CIC kicks off by exploring:
  • Commonalities in industry workplace research, validated by SHFM’s Moving Forward Study (currently, only available online to SHFM members)
  • Changes in workplace dynamics and their impact on employee services
  • Actualities and perceptions of supply chain issues on renovation, equipment and technology projects
Gain new insight on the challenge of making the workplace a desired destination.
2:15 p.m. – 2:45 p.m.

Location: Toronto A&B
Networking Break & Exhibits

3:00 p.m. – 4:00 p.m.

Location: Paul Calello Auditorium B&C
Understanding Opportunities That Have Emerged

Sharon Eliatamby, Senior Project Manager, World Bank Group (Moderator)
Joanna Dissin, Director, Integrated Workplace Experience, JLL – Work Dynamics
Tim Lepore, Head of Investor Sales, AMS, CBRE Host
Aaron Salsbury, Vice President, Strategy & Analytics, E15 Group 
The workplace will never be the same again. However, with uncertainty has come opportunity. Join our forum of workplace experience & technology experts as they examine some of the opportunities that have emerged. In the process, they’ll tackle compelling questions…
  • How do we take advantage of technology solutions to manage labor shortages and service changes while improving the guest experience?  
  • With the workforce still in flux, how should we be transforming real estate footprints?
  • What amenities and programs are most successful for clients and their employees today? 
  • With the workplace being reconsidered, how will physical space be shifting, and design be impacted?
Compare how others are capturing opportunities to your own.
4:15 p.m. – 4:45 p.m.

Location: Toronto A&B
Networking Break & Exhibits

5:00 p.m. – 6:00 p.m.

Location: Paul Calello Auditorium B&C
Becoming Resilient for the Future

Shannon Carroll Washington
, Senior Marketing, Comms & Engagement Manager, ISS Guckenheimer (view presentation deck)
Selena Cuffe, President, SodexoMagic and Founder, Heritage Link Brands (view presentation deck)

In the last two years, the ability to cultivate resiliency in yourself, your team and your workplace has been tested like never before. And the challenges keep coming. How do you maintain resiliency today and prepare for the next unknown? Gain perspectives that support your ability to manage through change and create a culture of resiliency in those around you. The workplace of the future will require it.    
Take a glimpse into that future as the industry continues to evolve and CIC addresses the role of:
  • Innovation for the short and long term
  • Doing more with fewer resources
  • Strategies and partnerships
  • Ever-shifting client expectations
  • Fast-moving targets of employee needs & behaviors 

Remaining nimble will be key.
6:00 p.m. – 7:30 p.m.

Location: Paul Calello A
Networking Reception – 20th Anniversary Celebration!
20 Years of Meeting the Challenge
Connect with your fellow attendees at a “meet and greet” designed to build business relationships and toast to 20 years! Enjoy hors d’oeuvres and cocktails as you network—the perfect close to an insightful conference.

Agenda subject to change.



Thank You to Our Hosts

Credit Suisse

Do you know the origin of the Critical Issues Conference?
Click here to discover how CIC began. Then plan to celebrate 20 years of Meeting the Challenge at the CIC Reception.