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Stacey Metcalfe is a customer experience professional with over 16 years in the automotive industry. She has served as Manager, Voice of Customer Strategy and Planning since 2012, responsible for overseeing a national multi-brand customer experience program that has helped elevate Toyota to be an industry leader in customer satisfaction in Canada.
Stacey is a driving force behind employee engagement at Toyota through national Customer First initiatives, and has grown an online focus group program that is vital to assisting the organization in making business decisions on a global scale.
Prior to her current role, Stacey spent several years as Lead of Customer Experience Management, where she was the creative figure behind developing an innovative online owners club and its award-winning launch program.
In the first eight years of her career with Toyota she acted in various I.T. project management and consulting roles, including work with Toyota and Lexus dealers in central and eastern Canada as an Advisor on dealership technology.
The combination of her career and formal education in Electronics Engineering, has provided the opportunity to be involved with Skills Ontario – Young Woman’s Initiatives, where she has been an active mentor and speaker for several years – inspiring female high school students to consider careers in the trades, technology and engineering.
Sebastian Stoessel leads the end-to-end development and implementation of the enterprise-wide Big Data and Business Intelligence strategy for Audi of America. In this capacity, he is responsible for ensuring and building the organization’s leadership in the analytics space by transforming the technology landscape for data strategy, science, governance and monetization. Supplement current decisions that are stemming from experience and intuition with data driven insights is the goal in order to optimize and automate the process of business decision making as well as the design of a more relevant customer experience and future digital product offerings. Working with the U.S.-based IT team, Stoessel pioneered the development of the first in-production Data Lake in the entire Volkswagen Group globally, and currently manages the execution of a corporate-wide Big Data program. His work is the main catalyst in building the required capabilities for digital transformation enabling areas such as connected car, connected retail, connected enterprise and connected mobility. His responsibilities involve guiding and leading data scientists to create innovation, evaluate and incorporate industry-leading practices, tools and infrastructure.An experienced veteran of the international automotive industry, Stoessel has worked in Asia, Europe and the U.S. His experience includes work with Tier 1 automotive suppliers such as Siemens VDO, Continental AG and Brose, as well as on the OEM side as part of Audi of America. Majoring in Electrical Engineering and International Management, he graduated from the University of Applied Sciences Schweinfurt – Wuerzbug, Germany.
Joe Whitchurch is currently head of Customer Experience and Innovation for Capital One Small Business, leading a team creating best-in-class tools, technology and servicing experiences to help small businesses succeed. Joe has held a variety of customer and innovation roles in his 11 years at Capital One, from product and technology developments which have received multiple industry awards and patents, to designing the conversion experience for tens of millions of customers with the HSBC credit portfolio acquisition, to developing and launching the company’s first home-grown Big Data product.
Additionally, Joe has always had a passion for helping entrepreneurs, serving as a mentor with the Harvard iLabs program and advising several start-ups, most recently Toopher, a data security and authentication firm recently acquired by Salesforce.com. Prior to Capital One Joe was a consultant with Simon-Kutcher GmBH in Germany and the UK, specializing in strategy and product development.
Joe holds an AB in Psychology from Harvard University and an MBA from the Wharton School at the University of Pennsylvania. He resides in Richmond with his wife, very young son, and very old dogs.