As the leading Canadian conference dedicated to customer experience, this event brought together leaders from across the Canadian CX community. Some of the key topics we covered were:
These discussions have helped to advance the Canadian CX sector. Thank you for being a part of it. We look forward to seeing you in 2017 when we will continue the conversation with the latest developments in this field.
Bruce is widely viewed as a leading expert in customer experience. He has worked with hundreds of large organizations on defining and accelerating their customer experience journeys. He is also the Chair and co-founder of the Customer Experience Professionals Association.
Bruce is the author of the blog Customer Experience Matters® which is one of the most popular blogs on customer experience. He regularly posts insights on topics such as customer experience, branding, and leadership.
Prior to Temkin Group, Bruce spent 12 years with Forrester Research during which time he led the company’s financial services, e-business, and customer experience practices. As a VP and Principal Analyst, he authored many of Forrester’s most popular research reports like “Experience-Based Differentiation” and was the most-read analyst for 13 consecutive quarters. Bruce also created Forrester’s Customer Experience Index and its Voice of the Customer Award.
As an executive officer and co-founder of two Internet start-ups, he led the development of the first purely Internet-based retail brokerage system and developed a global translation operation in the US, China, Israel, and Japan. He also held management positions at General Electric, Fidelity Investments, and Stratus Computers.
Combining humor and entertaining stories with deep customer experience insights, Bruce is a highly demanded public speaker. He regularly delivers keynote speeches at many corporate and industry events. Bruce is also widely quoted in the press.
Bruce holds a master’s degree from the MIT Sloan School of Management, where he concentrated in business strategy and operations. He also holds an undergraduate degree in mechanical engineering from Union College.
Greg is a co-founder of Toronto-based innovation consultancy The Moment. He is a designer and facilitator specializing in innovation processes for transforming organizations and communities. His approach integrates expertise in design thinking methods, collaboration techniques and leadership empowerment with a background in communications, experience and systems design. Greg has led strategy, service design and organizational learning programs around the globe with organizations such as Nike, SAP, Telus, TD Bank, St Joseph's Health Centre, World Vision, and the governments of Ontario and Canada.
Jeb holds the position of Senior Vice President and Chief Customer Officer at Oracle. He is responsible for driving customer-focus into all aspects of the Oracle business. In this capacity, Jeb serves as a customer advocate and works with the Oracle organization to develop and deliver customer programs that increase customer retention, value delivered, satisfaction, and loyalty. Jeb has been with Oracle for fourteen years, in a number of corporate and field-based roles. Prior to joining Oracle in 1998, Jeb worked as an IT strategy and business consultant at Gemini Consulting, helping Fortune 500 organizations define and implement IT strategies that supported their business objectives.
From the Atlantic to the Pacific and around the world, Allen has been fortunate to combine his personal interests of sport, hospitality and people with a career of successful large-scale, high-profile events and operations.
Most recently as the Executive Vice President, Operations, Sport & Venue Management of the Toronto 2015 Pan/Parapan American Games – the largest multi-sport Games ever hosted in Canada – he is immensely proud of the work the TO2015 team, comprised of 1,000 staff and 23,000 volunteers, accomplished. Collaborating with multiple levels of government, international stakeholders, corporate partners, media and governing bodies, TO2015 delivered a Best Ever Pan Am & Parapan Am Games.
Prior to Allen’s engagement with TO2015 he was a member of the senior leadership team for the Vancouver 2010 Olympic and Paralympic Games where he was responsible for VANOC’s 5,000+ staff & 25,000 volunteers. Prior to that, Allen was the Managing Director of the internationally award-winning Humber Valley Resort.
Mitzi Gaskins is Vice President, Luxury Brand Management and Guest Experience for Marriott’s portfolio of luxury brands, to include The Ritz-Carlton, Ritz-Carlton Reserve, JW Marriott and BVLGARI brands. Ms. Gaskins is responsible for building brand preference for both customers and owners by defining, developing, and executing the guest experience for all of Marriott’s luxury brands globally in a manner that is consistent with each brands’ strategic business models while also maximizing profitability.
Prior to her role, Ms. Gaskins led the JW Marriott brand with great success. Under her leadership, the brand achieved a top position in its tier by increasing awareness and preference of the brand. A veteran in the luxury and full service brand space, Ms. Gaskins served as a corporate finance and business analyst for The Ritz-Carlton Hotel Company, L.L.C. prior to leading the JW Marriott brand team. Before joining Marriott International, she held positions of increasing responsibility within the business and marketing disciplines with Accenture, Delta Airlines, and Apple.
A native Texan, Ms. Gaskins received her Bachelor of Science from Texas A&M and a Master’s in Business Administration from the University of North Carolina at Chapel Hill. An avid runner with an interest in culinary arts, she currently resides in Washington, D.C. with her two children.
Mr. Landry joined VIA Rail in 2014. As Chief Commercial Officer, he oversees all employees and activities related to customer service in stations and on board trains in the VIA Rail Corridor (Ontario and Quebec). Mr. Landry also oversees all activities related to communications (internal and external), marketing and advertising, B2B sales, commercial planning, sponsorships, product design, brand management, new product development, loyalty programs, partnerships and business development, customer service and marketing research, as well as analytics for VIA Rail.
Mr. Landry is a seasoned business executive with 35 years of experience, of which 30 were with IBM. In his 30 years with IBM, Mr. Landry led many business units in both North America and Europe. He was responsible for the implementation of IBM's services business in Eastern Canada in the early 1990s. He led the Energy and Utilities Services Sector in Canada and was responsible for the Global Strategy of this sector. As well, Mr. Landry led a global financial services team based in Paris and upon his return to North America became the Vice President responsible for IBM's Strategic Outsourcing Engagement teams in Canada.
He is a graduate of the University of Ottawa with an Honours degree in Finance.
Alison joined Holt Renfrew & Company in January 2015 as their SVP Marketing & Customer Experience. In her role, she is responsible for the Holt Renfrew, Holt Renfrew Men, hr2 and Ogilvy brands, and leads the marketing, creative and customer experience teams.
Alison is renowned for delivering significant business results through her strong leadership, marketing acumen, and her strategic and innovative approach to building brands. Specifically, Alison’s delivered strategy and brand development for leading Canadian brands such as Rogers, Tim Hortons, BlackBerry and Molson, and international brands like Apple, IBM, Bayer and Ford. In each of Alison’s leadership roles, she’s delivered double digit growth and strong P&Ls.
Alison is an experienced business and marketing strategist who has held leadership positions at tier one Canadian companies (Holt Renfrew and Rogers Communications), and multinational and entrepreneurial agencies (BBDO, JWT, McCann, Bond Brand Loyalty). Alison’s background as an award-winning marketer, who brings expertise across a broad range of marketing disciplines, means she has a unique ability to quickly assess the business potential, marketplace, and consumers’ needs to drive powerful results. Alison is one of the few marketers in Canada with expertise in marketing communications, digital, brand, loyalty and customer experience, which positions her very well to deliver on the quickly evolving market realities.
In her “life beyond work”, Alison is an avid traveler, marathoner, skier and adventurer. She’s completed over 50 marathons and ultras, including winning her age group in a 250km race across the Sahara Desert and helping to raise $100,000 for the National Advertising Benevolence Society charity in the process. Her crazy running exploits were profiled in the Globe & Mail’s 24/7 Executives feature. Alison has also climbed Mount Kilimanjaro to raise money for the Alzheimer Society. She’s active in her industry, having held Board roles with the Institute for Communications Agencies and the National Advertising Benevolence Society.
D. John Jackson serves as Vice President of FedEx Tech Connect Strategy, Planning, Engineering, Innovation & Customer Identity responsible for Global customer services strategic/tactical planning at FedEx. His role entails implementing corporate strategies that focus on customer satisfaction across the FedEx enterprise and leveraging technological breakthroughs occurring in the marketplace to improve customer experience. Additionally, his Customer Identity team plays a major role in Corporate acquisitions with the conversion of customer data. FedEx serves more than 220 countries and territories, including every address in the United States. More than 300,000 FedEx team members worldwide handle over seven million shipments for customers each business day.
As a visionary leader in a global environment, Jackson has provided direction on initiatives resulting in more than $170 million in incremental international business revenue. Additionally, under his leadership, global systems designed to improve customer experience and shipping processes have been successfully implemented. With more than 27 years of engineering and international business experience, he is frequently called upon to share his expertise with FedEx operating groups and customers, as well as external business, educational and community organizations. Jackson is a distinguished lecturer and motivational speaker on a broad range of topics from the Global Economy and Technology to Leadership and Teamwork.
Jackson’s leadership accomplishments and strong business acumen have also earned him numerous awards and honors, including six (6) FedEx Five Star Awards -- the Corporation’s most prestigious recognition for superior performance; and a listing in Dollars and Sense magazine as one of the “Best and Brightest in Corporate America.”
Jackson earned a Bachelor of Science degree in Electrical Engineering and a Master of Business Administration in Finance and International business.