Customer Experience Strategies West | List of Speakers
Key Speakers:
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Michael Starr,Managing Director,Strativity Group, Inc. |
Nancy Richardson,Director of Digital Guest Experience,Lululemon Athletica |
Scott Allison,Vice President of Canadian Operations,Marriott Hotels & Resorts of Canada |
Vicky Stennes,Vice President of Inflight Experience,JetBlue Airways |
Royce Chwin,Vice President of Marketing,Travel Alberta |
John Morton,President,Market Probe Canada |
Hear from these leaders
Angela Matheson, Manager of Research & Development, Surveys & Analysis, BC Stats, Ministry of Labour, Citizens' Services and Open Government, Government of British Columbia
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For the past 16 years, Angela's career has focussed on designing and conducting research studies and evaluations for federal and provincial public sector organizations, non-profit agencies, schools and universities. Since joining BC Stats in 2002, she has been involved with over 100 studies examining and measuring some aspect of the work environment, service experience and/or organization performance. For the past nine years, she has been the principal lead analysing the BC Public Service Employee Engagement model and is part of the team who were provincial finalists for the BC Premier's Award for Innovation and Excellence in 2009. For the past five years, she has been in charge of the Research and Development team at BC Stats who are tasked with translating advanced statistical findings into results that matter and make sense. Now a leading subject matter expert on organizational success, BC Stats' measurement of employee engagement has been a fertile sandbox for Angela's research – she has modelled what workplace factors influence engagement, and explored the relationships between engagement, and absenteeism and productivity. Another on-going research project has been the investigation and validation of the service value chain model (linking employee engagement, client satisfaction, and confidence in government).
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Bob Paddon, Vice President of Customer and Public Engagement, TransLink
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As Vice President of Customer & Public Engagement at TransLink, Metro Vancouver's regional transportation authority, Bob Paddon has responsibility for public affairs, media relations, public participation, transportation demand management, corporate communications, market research and marketing. Mr. Paddon participated in the creation of TransLink in 1999, and has since been involved in all of its funding initiatives. He also established TransLink's public engagement policy and program and launched TransLink's "eRevolution", which integrates Internet technology with traditional face-to-face public engagement activities. Mr. Paddon has over 20 years of communications experience, in addition to five years as a journalist. He has held senior positions in public and crown corporations, including the Greater Vancouver Regional District and BC Hydro. He is a member of the Canadian Urban Transit Association (CUTA) Board of Directors and the Strategic Management Committee of the Transportation Research Board.
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Carol Borghesi, Senior Vice President, Customers First Culture, TELUS
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With 29 years of telecommunications experience spanning three continents, Carol rejoined TELUS in 2009 as Senior Vice-President – Client Experience in support of consumer contact centres across Canada and in 2011 accepted the newly created role of Senior Vice President – Customers First Culture. Carol ignited passionate customer advocacy across TELUS with the launch of Customers First in 2010 and is now the driving force behind the evolution of TELUS' corporate culture to deliver on the future is friendly® to clients. Her career has taken her from TELUS in Canada to British Telecom (BT) in the U.K. to Bharti Airtel in India, and now back to TELUS—all very different markets and scales of operations. With senior roles in sales, service and business unit management, Carol has managed change through deregulation, labor relations and rapid technological innovation, all while producing superior results for customers. As the past Chair of the CCA (U.K.'s contact center association), Carol is a recognized expert in contact centers and customer experience design, from conceptualization and build to managing all aspects of customer service.
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Christopher Ian Bennett, Director of Corporate Communications, Government & Community Relations, Best Buy Canada
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At just 32 years of age, Christopher Bennett already has more than 16 years of public relations and media communications experience under his belt. An award-winning media strategist, Christopher has worked with corporate CEOs, politicians and senior government officials both provincially and nationally. As the current Director of Corporate Communications & Community Relations for Best Buy Canada and Future Shop, he is responsible for the corporate message and works closely to drive the emerging social media, government relations and crisis communications strategy across Canada. Passionate about emerging media and business, when he's not busy working at Best Buy Canada he devotes as much time as possible as a strategic counselor to other businesses and non-profits. Bennett sits on the board of Directors for Greenscape Capital Group (TSX: GRN), a public venture capital firm that works with environmental startups in Canada. Bennett recently joined the Board of Advisors for the Canadian Video Game Awards and he is also a senior advisor to the Board of TEDx Vancouver, an official TED sanctioned and licensed conference. In 2010, Christopher was named to Business in Vancouver's 'Top 40 Under 40' list. He is currently Chairman of the Board of Advisors for TEDx Vancouver and also sits on the board of advisors for the Canadian Video Game Awards and environmental VC firm Greenscape Capital (TSX: GRN). In 2007, Christopher was the only Canadian named to PR News' Magazine's 'Top 30 under 30 to Watch' list. He has been profiled in BC Business Magazine, PR Week and the National Post. Christopher was also a keynote speaker at the IABC's National 'NEXT Communications' conference.
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Colin W. Moore, Regional Director of Operations (BC), Starbucks Coffee Canada
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Colin Moore brings 30 years of Foodservice, Hospitality and Retail experience including 18 years in the restaurant business with PepsiCo Foodservice, Tricon and Yum Brands. Colin is currently a partner at Starbucks Coffee Canada with 6 years of general management experience and leads their World Class Customer Service programs. Colin also worked with the Walt Disney Company at Walt Disney World Resort in Florida as a Canadian Cultural Representative graduating from the Disney University program. Colin's professional leadership experience includes; Human Resources with extensive partner and labour relations management, training program development and delivery, and multi until operations senior leadership. Colin completed his Honours Bachelor of Commerce degree at The University of Guelph majoring in Hospitality Management. He has had the opportunity to work in the US and numerous international countries expanding his perspective and experience in the service industry.
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David Hicks, Chief Executive Officer, Mulberry Consulting (UK)
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David is the CEO of Mulberry Consulting, a specialist Consultancy advising clients worldwide on how to become more "Customer Intelligent". David has led the business from start up and (as well as a global client base) Mulberry is now retained by SVP's and CEO's of some of the worlds largest organizations to advise on customer experience and customer centered change. For over 20 years David has been involved in designing and deploying customer experience programs in large service organizations. His career started in a European "blue chip" foods business where he franchised the service interface involving over 4000 staff. As a board level executive he was responsible for the most recognized brand in the UK (The Royal Mail) and led the design and deployment of a service experience specification for over 200,000 staff nationwide. Again as a member of the board he transformed SSL (an outsourced customer management business) and led it to #1 position in the UK by focusing on how to define and deliver the clients customer experience using outsourced staff. He has personally led board level strategy and deployment engagements on customer centered change in the telco, financial services, auto, retail, publishing and technology sectors, (some recent clients include Citibank, Emirates Airlines, UPS, City & Guilds, Fiat, Reed Elsevier, Hearst, British Council, Merrill Lynch, IPC, Aviva, Skandia to name only a few). A respected and accomplished speaker and writer on Customer Experience, David has been invited to speak at events worldwide, his current book (Customer Experience Transformation – A Senior Executives Guide) is due to be published in the spring 2011.
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Dawn Marchand, AVP Communications and Brand, Manulife Financial
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A marketer since birth, Dawn has held a variety of marketing, communications, brand, and account management roles in the financial services sector for over 20 years. Currently with Manulife Financial, Dawn has worked in both Canada and Asia. She is presently AVP Brand and Communications responsible for the global launch (internal and external) of Manulife's renewed brand, and employee communications. Dawn has also held progressively senior positions with the Canadian Securities Institute, KPMG and the Canadian Shareowners Association. She is a member of both the American Marketing Association and the International Association of Business Communicators. An active volunteer with the Canadian Marketing Association (CMA), Dawn retired from the CMA's Board of Directors in May 2011 after serving for five years and also relinquished Chair of the Integrated Marketing and Customer Experience Council after being a part of that Council for the past eight years. Dawn is a regular public speaker at marketing and branding conferences and when not working, she is either playing golf, or in the cold winter months, planning a trip someplace warm - to play golf!
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Denis Pinsonneault, Chief Customer Experience Officer, VIA Rail
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As Chief Customer Experience Officer, Denis Pinsonneault is in charge of activities directly related to customer experience within stations and on board trains. He also supervises Real Estate to ensure synergy between those who do station maintenance and those who work in stations. Denis Pinsonneault joined VIA in January 2004 as vice president, Human Resources. During his mandate, he transformed this area of the company, which now has a more strategic and advisory role for management and employees. The department was renamed People and remained under Mr. Pinsonneault's leadership until the winter of 2010, when he was promoted to Chief Customer Experience Officer.
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John Morton, President, Market Probe Canada
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John Morton, President Market Probe Canada, is a well-recognised speaker at International Marketing Conventions in North America and Europe, sharing best practices and case studies in managing organisational strategy & overall business performance, in customer-centric B2C and B2B environments. Leveraging 15+ years of experience on both "buy" and "supply" side of the business, John provides thought leadership and consulting expertise to Market Probe clients on national, regional, and global Stakeholder Satisfaction & Loyalty Measurement programs. Most often these programs are designed to provide board-level metrics, and strategic direction to top management in creating and managing healthy brands – through superior delivery of products & services, improved customer retention and enhanced customer loyalty. Over the years, John has consulted with most industry sectors, including: Banking & Insurance, Courier / Logistics / Postal Services, Hospitality, IT, Manufacturing, Mass Transport Systems, Retail / Hyper Markets, and Telecom. John's consulting career at Market Probe is based on a strong foundation in Marketing and Marketing Research. Spending his formative years at Procter & Gamble, John also worked with the Strategic Initiatives, Market Research & Analytics team at Royal Bank of Canada's Financial Group. In his role at RBC, John led the design and execution of large-scale programs in the area of customer satisfaction / loyalty, employee engagement / commitment, and brand health. John was first introduced to Market Probe, a US based Marketing Research & Consultancy firm focused on Stakeholder Satisfaction & Loyalty Measurement, during his tenure at Royal Bank of Canada. As a key client, John was appreciative of Market Probe's senior-level consulting, and commitment to action-oriented solutions, that helped improve the overall business performance at the bank. He subsequently joined Market Probe as head of its North American business. Besides his continuing relationship with Royal Bank of Canada for over 10 years, constantly evolving their program based on competitive benchmarking and strategic business needs; other key accounts that John has consulted on and gained recognition with, are: Bombardier, Canada Post, Canadian Tire, Fairmont Hotels, Federal Express, Go Transit, HSBC, Manulife, Microsoft, Pitney Bowes, Purolator Courier, Telus, TNT, Vancity Savings Credit Union. John holds an MBA in Marketing from Schulich School of Business, York University, Canada and an JD in Corporate / Commercial Law from Osgoode Hall Law School, Canada.
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Michael Starr, Managing Director, Strativity Group, Inc.
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Michael Starr has had the privilege of help companies transform their customer experience for the past eight years through his work at Strativity Group, American Express where he was Director of Customer Experience and at Bain & Company. Michael has co-written several of Strativity Group's studies on customer experience, including a study of almost 2,000 consumers in 2009. Michael also co-wrote Strativity's white paper on the Economics of Customer Experience.
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Nancy Richardson, Director of Digital Guest Experiences, Lululemon Athletica
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Nancy Richardson is Director of Digital & Brand Experience Strategy at lululemon athletica. She is responsible for developing lululemon's cross-channel guest experience strategy, both online and offline. She is passionate about bringing culture, commerce, and community together through innovative storytelling. Having come to lululemon from Starbucks, Nancy has experience developing global, multi-channel strategies that build both the brand and the business. When she's not busy being the "Cake Boss" at lululemon Nancy spends her time doing yoga, training for half marathons, cycling, traveling and spending time with her husband and two kids.
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Richard Seres, Vice President of Marketing, Vancity
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Richard Seres is the Vice President of Marketing at Vancity, Canada's largest credit union with over 417,000 members and an organizational vision to "redefine wealth" in the communities it serves. At Vancity, Richard leads a capable team of marketing professionals responsible for brand experience, product marketing, member development programs and marketing intelligence. Richard has enjoyed varied marketing challenges throughout his 20-year career. Prior to joining Vancity in 2008, he was the Executive Director of Marketing & Communications at Queen's University, has held numerous marketing leadership roles at the Canadian Imperial Bank of Commerce (CIBC) and has managed several large consumer packaged goods brands. Richard holds a BComm and MBA from Queen's University and an MBA from Cornell University.
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Royce Chwin, Vice President of Marketing, Travel Alberta
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Royce Chwin, joined Travel Alberta in October, 2010. His responsibilities include global marketing for 11 markets worldwide. In addition Royce leads the new Travel Alberta brand strategy that was launched in the fall of 2011. Previously Royce was a member of the Canadian Tourism Commission where he was part of the Brand Experiences team starting in 2008. As Executive Director, Global Brand Integration his responsibilities included all aspects of brand development and execution including asset creation, campaign creative strategy, social media engagement and brand strategy. He was also a part of a dynamic team that leveraged the Canada. Keep Exploring brand for the 2010 Winter Olympic Games.
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Scott Allison, Vice President of Canadian Operations, Marriott Hotels & Resorts of Canada
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Scott Allison is Vice President, Canadian Operations for Marriott Hotels & Resorts of Canada. In this role Scott is responsible for marketing the Marriott portfolio of brands in the Canadian market and leading Marriott's national sales team. Key initiatives include e-commerce strategies, strategic partnership development and consumer advertising. Scott has an extensive background in hospitality, airline and tourism marketing and consulting in Canada and the United States. His work has included the development of strategic partner marketing programs, customer relationship management programs as well as new product development, brand development and strategic planning.
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Sharon Stines, Associate Director of Operations, AIR MILES Reward Program
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As Associate Director of Operations, Sharon provides leadership support for Customer Care's Operations team with a focus in achieving the 3 Big Goals. With over 20 years of experience in customer care center operations, she has maintained consistent success in creating and supporting a culture of high performance and high employee engagement, resulting in teams which are consistent in exceeding revenue, and associate and customer service goals. Sharon's notable achievements include development of a customer experience blueprint for consistent call handling, implementation of a formal management operating system, launch of a fast-track nesting process to improve the performance of new hires, and an overhaul of the quality monitoring process – all with the goal of delivering a better collector experience.
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Syed Hasan, President and CEO, ResponseTek
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As the President & CEO of ResponseTek, Syed is a proven leader with a wealth of experience in managing success. Prior to founding ResponseTek in 1999, Syed spent over 7 years as an international corporate strategy and e-commerce consultant. Syed was head of the e-commerce strategy group for Cambridge Technology Partners in San Francisco, developing new business opportunities and has a proven track record of defining and implementing corporate strategy solutions for Fortune 500 companies. Prior to Cambridge, Syed established and led the development of the consulting arm of Reid Crowther, a large engineering company. Syed has been recognized by Silicon Valley North Magazine as the "Next CEO" in its March 2002 issue as well as by Business in Vancouver as a "Forty under 40" winner in 2002.
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Vicky Stennes, VP Inflight Experience, JetBlue Airways (New York City)
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Vicky Stennes is Vice President, Inflight Experience at JetBlue Airways based in New York City. Vicky is responsible for in-flight service throughout the airline's system, with the primary goal of maintaining the highest level of customer service standards while delivering the JetBlue experience at altitude. An industry veteran with over 35 years of aviation experience, she has a passion for serving crewmembers who serve customers. JetBlue is the proud recipient of the JD Powers and Associate Award for 2005 through 2010 – achieving the highest satisfaction ranking for Inflight Service among all North American carriers.
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William Azaroff, Director of Digital & Community Engagement, Vancity
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William Azaroff heads up the Digital & Community Engagement department at Vancity, Canada's largest credit union, and a member of the Global Alliance for Banking on Values, a network of the world's leading sustainable banks. The department's unique portfolio includes Vancity's digital channels such as online banking, mobile and the intranet, as well as their real-world community engagement activities such as community grants, sponsorships, events and social media. He is a recovered filmmaker, with over a decade of experience driving strategic web projects in Seattle, Los Angeles and Vancouver. He is honoured to have been named GonzoBanker of the Month and included on American Banker's Bank Technology News list of the top 10 people of 2009. You can follow him at azaroff.com or @wazaroff.
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