Michelle Slater is a award-winning marketer, with 17 years of leadership experience in strategy development, consulting and execution within social, digital and traditional marketing disciplines for both B2B and B2C audiences. As the Head of Business Marketing at Twitter Canada, Michelle works closely with Fortune 100 companies to integrate Twitter into their marketing plans. Prior to joining Twitter, Michelle pioneered social media marketing at RBC. Michelle is an avid runner and volunteers at the Toronto Humane Society.
Douglas Fry is a strategic executive leader with almost 20 years of years of success in building & elevating brands, exceeding growth targets, in the CPG & Restaurant industries. Fry has an expertise in Strategy, Customer Experience, Sales, Marketing, Operations, Purchasing, & Change Management.
His career began in Vancouver with Kraft Foodservice. He propelled through the Sales organization at Kraft, was promoted to the Toronto Head Office to design a new Training department and curriculum for the company. Joining Kraft Brand Marketing next, he directed category Brand management, including product design, production, distribution, and marketing; with full P&L responsibility. His next foray was into Supply Chain with the Canadian restaurant giant, Cara Operations, where he eventually served as Vice President of Milestone’s, Kelsey’s & Montana’s Full-Service Restaurant Brands.
Now with McDonald’s as a Strategy & Operations Executive; he's been one of the architects of the corporate culture & business strategy evolution; redesigned team functionality; launching a myriad of initiatives and tools that are yielding record results for the Brand.
Tessa Steenstra has over 15 years of business experience working with Latin American markets. She has spent the last 9 years at Scotiabank’s International Banking division which has over 8 million customers across Latin America and the Caribbean. Tessa is currently Director of Customer Experience Design for Retail and Small Business Banking where she is accountable for improving the skills and operating methods of branch and mobile sales force staff in order to continuously improve the experience Scotiabank delivers to its customers.
In addition to customer experience design, Tessa’s experience at Scotiabank has encompassed marketing, wealth management, commercial banking and retail sales management sustainment. Prior to joining the Bank, she worked and studied in Mexico, Costa Rica, Chile, Ecuador and Panama.
Tessa has a Master of Business Administration from York University, Schulich School of Business and an undergraduate degree from Trent University. She currently lives in Toronto with her husband and two children.
Jennifer is a leader in multi-channel Marketing strategy, and has spearheaded countless initiatives to support the industry, most recently, the introduction of Smartmail Marketing™ to the marketplace. She joined Canada Post in 2006 and has led teams of experts who bring hands-on marketing experience and knowledge to a wealth of customers, agencies and industry partners across the country. Jennifer and her team have also developed business-building marketing initiatives to inspire marketers, agencies and industry partners, show the art of “what is possible” and to drive multi-channel business growth for Canada Post, across both Smartmail Marketing and E-Commerce services. In her current role, she is focusing her efforts on promoting industry best practices and marketing initiatives, and providing the education, platforms and support that help marketers act on insights to maximize their ROI.
Jennifer has an extensive background in multi-channel marketing, segmentation and CRM that has been developed throughout her extensive career. Prior to Canada Post, she held senior marketing roles at American Express and TD Bank. She also worked on the agency side at Blitz (Cossette) and InfoWorks, consulting to companies specializing in marketing and segmentation strategies. A Queen’s University graduate (BA Hon. and MBA), she also holds a Masters Certificate in Innovation Management. When she isn’t talking about marketing, she is often thinking about it, while plodding through more than 25 half-, and 3 full-, marathons.
Roger has been a Customer Experience practitioner since becoming Net Promoter certified by Satmetrix in 2009. Many of his leading edge and innovative CX initiatives have received recognition and coverage in research and white papers by leading organizations such as The Canadian Marketing Association, Forrester and Temkin Group. This workshop will focus on initiatives that received the following recognition: Finalist in the 2015 CXPA Innovation Awards, and the Winner of the 2015 National Pinnacle Award for outstanding Customer Service and Innovation by BOMA Canada.
Prior to this, Roger spent 25 years in the auto industry, helping organizations to significantly increased sales and profits by developing customer centric business operations. He was a multiple winner of the GM Chairman’s Challenge and Cadillac Master Dealer Awards for Sales, Profits and Customer Satisfaction.
While not a researcher, Roger is always happy to share best practices and tools that others can apply within their own businesses.
Terry leads a team accountable to create the culture, tools and support structure necessary to deliver excellent outcomes for TELUS customers. With the goal of being one of the top customer service organizations in any industry the Customer Experience Enablement team has supported continuous improvement in technology, training, quality, workforce management, measurement and key business processes, helping TELUS gain a significant loyalty advantage over its key competitors.
Terry joined TELUS in late 2008 after successful change leadership roles at American Express (Consumer and Business card services) and Teletech (technology development). Terry has also successfully led a technology start up which provided customer service solutions for a number of top companies in telecom and financial services.
Terry holds an Honours Degree in Economics from Wilfred Laurier University and spends most of his time outside of work involved in sports - coaching and playing. Terry and his wife Debra have 14 year old twins and live in Oakville, Ontario.
Stephan Sigaud is responsible for building the firm’s brand in the Canadian marketplace.
A seasoned Market Research executive, he is an expert in the area of Customer Experience and brings to our clients 25+ years of expertise in that space.
Stephan is passionate about helping clients generate and sustain growth through customer centric strategies, including traditional customer loyalty studies as well as technology–based, real-time customer feedback management systems. He has experience working with all leading customer loyalty KPIs and has helped many clients design and implement research programs that deliver positive impact on growth.
He brings to each client best practices from working with leading organizations across multiple industry sectors including education, financial services, hospitality, retail, technology, telecom, etc. He has worked with clients in B2C and B2B environments as well as associations and other clients in the non-profit sector.
Stephan holds an MBA from ESSEC, the leading French Business School and is fully bilingual.
Inspector Chris Boddy is in his 24th year with the Toronto Police Service and is currently in charge of the Service’s newly formed Customer Service Unit. The majority of his career has been dedicated to front line community policing roles, during which time he completed a BA in Justice Studies at the University of Guelph. Over the last several years, he and Deputy Chief Mike Federico have shared the Service’s Mental Health portfolio which includes overseeing the Mobile Crisis Intervention Teams, supporting the Toronto Police Service’s Board’s Mental Health Sub-Committee, partnering with community agencies to assist in the development of training for officers when responding persons in crisis. Chris represents the TPS in both social and mainstream media. He has one of the largest social media following of any officer in the world.
Mike Byrom has served as the Director of Guest Experience since 2015, managing the guest experience strategy across all guest facing teams within WestJet including the Contact Centre, Airports and Inflight. He joined WestJet as a day one employee in 1996 as a frontline Customer Service Agent.
Prior to assuming his current role, Mike spent 17 years in senior-level positions managing various aspects of guest services for WestJet, most recently as the Director of Canadian airports, managing all of WestJet’s 38 domestic airport operations. He had operational responsibility for 2,500 Customer Service Agents with a budget of $400 million.
A native of Vancouver, Mike completed his post-secondary studies at the British Columbia Institute of Technology, where he received a Diploma in Marketing Management in 1995. He is currently enrolled in his Masters of Business Administration at the Royal Roads University with an expected completion in 2017.
He and his wife live in Calgary, with their two boys.
Andrew leads HGS’s global marketing strategy and execution, including strategic planning, positioning and vertically targeted growth planning to support delivery of innovative Business Process Management (BPM) solutions for blue chip, high growth global organizations.
To meet the evolving demands of HGS’s 190+ clients while growing the company as a competitive force in new industries and geographies, Andrew provides strategic market intelligence and counsel on the latest innovation and trends driving the business. Andrew also played a critical role leading HGS’s digital transformation with the launch of the DigiCX suite of services in 2016. This new HGS offering leads with self-service to help consumers “Get the Right Answer Fast” at every moment of truth using analytics and automation.
Andrew has been in the Customer Experience and Contact Management industry since 1997 in BPO solutions roles focused on global sourcing solutions in the U.S., Europe, Latin America, the Philippines and India. Andrew is one of the key developers of early Social CRM offerings to drive online conversion and web retention, recognized by Frost & Sullivan with an innovation award and by Nelson Hall as leading the industry with market share adoption. Andrew has been a member of the Nashville 2-1-1 board of advisors, Nashville Healthcare Council and is an alumnus of Hastings College in Nebraska.
Jen has more than 10 years of experience as a customer experience practitioner and a market research professional. Her areas of expertise include customer insight, voice of the customer, text analytics and all facets of market research involving customer satisfaction, new product design, and benchmarking studies.
Prior to joining Temkin Group, Jen was a key contributor to the development and implementation of voice of the customer and broader customer experience programs at Constant Contact and Bose Corporation. Jen holds a master's degree from Boston University's College of Communication and a bachelor's degree in international relations and Spanish from the University of Delaware.
Nicole is an experienced product management executive who has spent over a decade developing, managing and optimizing credit portfolios both in Canada and around the world. In her current role as the Consumer Experience Lead for the Global Consumer Credit portfolio at Mastercard, she partners with clients and colleagues to ensure the products in the Credit portfolio deliver the optimal consumer experience. Nicole is passionate about the consumer and spends her time with colleagues digging into the data and feedback that consumers have about the products she manages as well as exploring new ways to deliver value to the consumer through digital channels. Prior to her current role she led the Loyalty Solutions business for Mastercard Canada after a decade of developing and managing credit products at one of Canada’s largest Financial Institutions.
Bradly J. Sax leads the customer experience management practice known as GuestPath® for Delaware North, a global leader in hospitality and food service. Delaware North has global operations at high-profile places such as sports and entertainment venues, national and state parks, destination resorts and restaurants, airports, and regional gaming operations. The company’s 60,000 employee associates serve more than 500 million guests annually, generating annual revenue of about $3 billion.
Sax has worked in the hospitality sector in executive roles in operations, customer experience delivery and performance improvement. He has worked and collaborated with brands such as Marriott and Hilton and for numerous financial services clients. Before joining Delaware North, Sax served for 10 years as the managing partner of SHG Consulting|Management and previous to that as the chief operating officer for a leading North American lodging company operating franchised and boutique hotels throughout North America.
Paul is the leader of the Customer Strategies practice in Canada and has extensive experience conducting research in this area, as well as serving in an advisory capacity to Canadian client service colleagues conducting this type of research. Paul provides senior strategic guidance to harness the strength and vision of our Customer Strategies offer.
Paul joined Kantar TNS in 1993 and has gained extensive experience across different sectors and types of research, including: customer satisfaction research, employee engagement, corporate repuation, segmentation research, new product development, volumetric forecasting, advertising/promotional tracking, brand health tracking, market landscape, and usage and attitude studies.
Paul is the account lead on Kantar TNS Canada’s largest Customer Strategies progams, including Airports Council International’s ASQ Program and Metrolinx (GO Transit, UP Express, PRESTO) to mention a few.
Paul assumes responsibility for the financial performance and overall execution of research programmes, as well as all research aspects, from the design of complex programmes through to delivery of interpretative insight and actionable business recommendations to clients.
Paul holds a Bachelor’s degree in geography and urban studies, and a Master’s degree in social geography from York University. Prior to joining Kantar TNS, Paul held a number of positions at York University, including Instructor and Research Assistant.
Paul is a professional member of the Marketing Research Intelligence Association.
Morana leads Bond’s Customer Experience practice which includes a multidisciplinary team of Customer Experience Strategists, Learning Strategists, Instructional Designers and Project Managers.
Morana is a trusted client adviser and an award-winning learning professional with 10 years of experience architecting strategic learning and motivation solutions while bringing tremendous passion and commitment to helping our clients deliver a sustained differentiated customer experience.
Morana has deep experience across industry sectors, including: pharmaceutical, financial services, insurance, retail, consumer and packaged goods, hospitality, and has worked with some of the world’s most recognized brands including: Janssen, Roche, KPMG, American Express, Nestle, PepsiCo, AB InBev and BlackBerry.
Morana has a BA (Hons.) in Philosophy and English. She is also a certified Instructional Technologist (Centre for Effective Performance), and is certified in Strategic Change Leadership (Rotman School of Business).
Chris Vargas is a technology entrepreneur, investor and currently COO of Surveypal Inc., a San Francisco and Helsinki-based software startup.
Chris' career began at the US Government (1988-1991) where he developed and deployed secure networks around the world as part of the global MILNET initiative. Following that he held a number of senior positions at Silicon Valley technology companies, including Marketing Director at Cisco Systems (1991-1999); President of FSecure Inc. (1999-2001), a Helsinki-based security software company; CEO of Proficient Networks (2002-2003), a San Francisco-based startup; COO at Aquacue Inc (2010-2012); Vice President of Business Development at Range Networks (2014) and Founder/CEO of Plannit Inc. (2014-2016).
Chris is a private investor, having worked with The Angels Forum (2005-2009), a Palo Alto based venture capital investing group and Smallworld Ventures (2010-2012), a Singapore-based venture capital fund. He also managed several real estate funds ranging from $1M - $12M in size (2008-2013).
Chris was a Fulbright scholar to Finland (1987-1988) and holds a M.S. (1987) and a B.S. (1985) in Electrical Engineering from the University of Notre Dame.
Chris is active in community and non profit work, serving on the boards of Cleantech Open, Social Ventures Silicon Valley, the Los Altos Hills Pathway Committee, Bullis Charter School in Los Altos, California and Proyecto Tito, a nature conservancy in Cartagena, Columbia. He is an avid runner, rock climber, tennis player and traveller. He lives with his family in Los Altos Hills, California
Sidney Dunn currently works as the Director of Loyalty in the Americas Region for Comarch. In 2013, he joined Comarch in their first Latin American office as a Business Solutions Manager in CRM & Marketing, and has since relocated to New York City and is working directly with some of the most well-known retail, financial and FMCG companies in Latin America, United States, and Canada to implement and improve their loyalty, engagement, and marketing programs. Prior to working at Comarch, he began his professional career as an Analyst at Rocaton Investment Advisors, a major investment firm, located in Connecticut, USA. In 2011, based in Santiago, Chile, he led the International Sales team at GlobalShopex, an e-commerce company.
Charles MacPherson is the founder and President of Charles MacPherson Associates Inc.(CMA), a firm that offers consulting and training as well as placement services to the luxury residential and hospitality markets worldwide. Since his start in 1991 as Major Domo to oneof Canada’s most prominent families, Charles brings years of experience in Household
Charles has consulted with both residential and hospitality clients in North America, Europe, Middle East, South Africa, and Asia, and is globally recognized as a world authority on staffing, training, planning and managing in the fields of Household Management and Butler
He has established Butler Department standards and was the lead trainer for such operations as Queen Mary 2, Four Seasons Hotel Shanghai, Aria Resort and Casino Las Vegas, Wynn Macau and Taj Hotels Resorts & Palaces.
His resume also includes assignments with major companies such as The Ford Motor Company, The Boston Consulting Group, Royal Bank of Canada, Astellas Pharma, Louis Vuitton, Veuve Clicquot Ponsardin and The Macallan, to improve and offer insight on exceptional customer service from a butler’s perspective.
In 2009 Charles opened The Charles MacPherson Academy, located in Toronto, Canada. The school is a registered private career college under the Private Career Colleges Act, 2005 and is the only butler and household management school of its kind in North America. The
curricular mandate of the school’s program is to turn out skilled professionals who meet the service demands of the 21st Century.
In 2011, Charles became a member of the prestigious PDA-POA (Protocol & Diplomacy International – Protocol Officers Association) and is a founding member of DEMA (Domestic Estate Managers Association). Charles has been a keynote speaker at events hosted by Kissimmee Tourism Bureau, Institute Law Clerks of Ontario, The Leading Hotels of the World and APNA (Association of Premier Nanny Agencies).
In addition to his full time duties at Charles MacPherson Associates Inc., Charles has published two books: The Butler Speaks and The Pocket Butler. His first book, The Butler Speaks, is now in its fifth printing as a revised and updated paperback edition. Charles has been a weekly
guest expert on The Marilyn Denis Show for the past six years.
As co-founder of Usability Matters, Shannah has played a key part in establishing its stellar reputation. She feels the single most rewarding part of user experience is the opportunity to work with new people. It’s no surprise that her influence has helped us stay true to our roots: people are at the heart of our design practice. Shannah’s unwavering commitment to this ideal is evident in every project, and has contributed to the success of hundreds of client projects.
In addition to her passion, clients respect Shannah’s expertise. With a communications background, and years of hands-on roles as an information architect, UX designer, and project manager, she brings a broad set of practical experience to projects.
These tactical talents complement her exceptional strategy and analysis skills, her ability to project and identify trends, and her ability to conceptualize and simplify tasks. Shannah is particularly adept at tackling complicated long-term projects. She loves nothing more than helping clients figure out how to weave complex user experiences into a cohesive, logical whole.
Shannah has worked closely with Shoppers Drug Mart, IMAX, Humber College, OLG, Shaw, the Canadian Red Cross, WestJet, Workopolis, Canwest, Astral Media, Canadian Tire, John Wiley & Sons, Microsoft, the National Research Council of Canada, the CBC, Toronto Star, Expedia Canada and many others.
Building on her professional experience, Shannah completed a Master of Design in Strategic Foresight and Innovation at OCAD University in 2015. Her major body of work, The Next Familiar, focused on examining wearable, implantable and ingestible devices using a speculative design foresight approach.
President of Cutting Edjj Consulting and Customer Service Professional Network. Her firms are actively involved in the recruiting, training and contact centre consulting industry. Working with clients throughout North America and abroad over the last 20 years the firms have created and delivered over 25 world renowned training programs including customer service to leadership. The firms have helped numerous contact centre optimize their people, process and technology. Dolly is an active member of various call centre and service associations throughout North America and abroad. She is also an active advisor to a number of Call Centre advisory councils for colleges, government, and associations. A sought-after speaker and advisor to media. She has completed a series of interviews with Rogers television on customer service and has been selected to be a judge on various service awards including the coveted Federation of Rental Providers of Ontario and BILD Business and Land development service awards.
Simon Dermer is the co-founder and Managing Director of eSSENTIAL Accessibility, which enhances the customer experience for people with disabilities through the integration of assistive technology with digital accessibility evaluation services.
eSSENTIAL Accessibility inaugurated the Association of National Advertisers (ANA) Multi-national Excellence Award in the People with Disabilities category. Winners to date are Duracell for ‘Trust Your Power’ (2014), Kimberly Clark’s Kleenex for ‘Unlikely Best Friends’ (2015), and Duracell for ‘Stay Connected’ (2016).
Simon graduated in economics from Queen’s University and completed the Chartered Financial Analyst (CFA) program.
Jessica Cryer is a sharp and experienced consultant who has a passion for helping businesses create, build and execute strategies that will make a tangible difference. Now as a Strategic Advisor and Consultant with CSPN, Jessica works with clients to create Learning and Development strategies that educate, empower, and enable employees to excel in their careers. With a desire to promote continuing learning and education, Jessica helps clients build and deliver the right training programs so people can be exceptional at what they do.
Prior to joining CSPN, Jessica worked at Monitor Deloitte leading strategy projects for major Canadian financial institutions. Her passion for customer experience led her to Idea Couture, where she focused on customer experience innovation and transformation. Jessica is driven by the opportunity to conceive and build memorable customer and employee experiences, linking disciplines from Strategy, Human Resources, and Service Design to produce desired business outcomes.
As VP of Learning & Development for Cutting Edjj Consulting & CSPN, Corey has a wealth of experience in leadership, management client service and business development, and focuses on supporting others to realize their objectives ahead of projected target dates. He has a sharp eye for what is required for organizations and individuals to develop their performance edge in business today.
He has coached and trained over 5,000 professionals from all industries and worked with over 200 organizations. A seasoned facilitator, consultant, and certified trainer of Personality Dimensions, he is an avid developer of accelerated learning methodologies and experiences, programs and systems – all designed to turbo-charge learning for rapid development.
Passionate about helping others build skills and strategies, he has delivered many keynote presentations and customized learning solutions for different organizations – for-profit, non-for-profit, private and public. Through his natural ability to connect, Corey proposes countless ways to acquire and use skills to evolve, grow and excel.
The unifying theme of his work is this: The more we understand the principles of human nature - "what makes people tick " - the more effectively we can bring out the best in others, whether they are co-workers, employees, or customers.
Kevin Oakes has been in the IT industry for over 25 years. He has been working with the Dynamics platform since version 1.2 and previously built and managed Canada’s largest dedicated Dynamics CRM partner organization. He moved over to Hitachi Solutions in 2014 where he is the Director of Solutions in Canada. Kevin has worked with many organizations in varying industries on all aspects of the CRM platform: Sales, Marketing and Customer Service and his teams have created some of the more unique xRM solutions in market.