As the Senior Director of Digital Strategy and Innovation at President’s Choice Financial, Ranjit Sarai is responsible for creating the long-term vision and roadmap for the bank’s digital channels including leading an enterprise-wide digital transformation effort.
In addition, Ranjit is also responsible for spearheading the bank’s initiatives within the emerging digital commerce space. Prior to his role at PCF, Ranjit was the Director of Mobile Banking at the Canadian Imperial Bank of Commerce (CIBC). As the mobile banking evangelist, Ranjit was instrumental in helping position CIBC as a leader in the space with the launch of several key mobile-first initiatives.
Ranjit has also co-authored international whitepapers on the wallet opportunity for financial institutions and advises Fintech startups in navigating the evolving emerging payments landscape. Ranjit holds a Software Engineering degree (B. Eng.) from Concordia University in Montreal as well as an Executive MBA from the Ivey School of Business (Western University) in London, Ontario.
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.
Most recently, Fred was Vice President of Customer Strategy for McDonald’s USA, Fred was responsible for driving customer focused, insights driven initiatives. Fred led the customer insights and customer experience teams. He also led the development and implementation of the CRM function. Fred began his McDonald’s career in 2014, and has extensive experience in marketing, strategy, brand management, brand activation, new product development and launch, and retail strategy.
Before joining McDonald’s, Fred was the Vice President of Brand Management for Pulte Group, the nation’s largest new home-builder. There, he was responsible for Pulte’s three brands: Centex, Pulte and Del Webb leading the development of brand strategy and strategy activation. He redefined the Centex and Del Webb business models, including new products, retail environments, and mortgage service offerings. He created Pulte Group’s new product development process and led ideation for developing new products. He was also responsible for creating a new, forward-looking segmentation model that unearthed new opportunity targets and modeled future demand by segment. Fred was a member of the corporate strategy team, identifying drivers of shareholder value.
Prior to Pulte Group, Fred served as Managing Partner and Founder for Brandapart LLC, a marketing consultancy that makes strategy actionable. Before founding Brandapart, Fred spent almost 20 years in advertising leading national and global brands such as Campbell Soup Company, Betty Crocker, Raid Insecticide, and State Farm Insurance as well as a number of high tech and financial services companies at the FCB, Leo Burnett, DDB and VSA Partners agencies.
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.
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.
Gina Baillie began her sales and marketing career with a focus of improving patient outcomes and quality of life in the medical device and pharmaceutical industry. Gina courageously followed her passion to help children around the world who face poverty and injustice by joining international development agency World Vision Canada in 2012. She has led national fundraising programs that have been an invitation for Canadians to take meaningful action. Today, Gina is responsible for a holistic customer experience strategy which means finding ways to deliver on customers’ expectations, when interacting with World Vision Canada at all stages of the customer lifecycle. A strong, solution-focused leader and collaborator, Gina is helping World Vision Canada customers build a better tomorrow for the world’s most vulnerable children.
Keia Cole is the Head of Strategy for Customer Experience at MassMutual. She is responsible for ensuring strategic alignment and cross-functional coordination for MassMutual’s digital transformation efforts including brand, design and build of all of customer facing digital and mobile assets, data science and engineering, and internal startup initiatives, including Haven Life.
Prior to joining MassMutual, Keia served as Associate General Counsel and later Chief of Staff to the Deputy Secretary at the U.S. Department of Education during President Barack Obama’s administration. As chief of staff, she was a member of the Senior Executive Service and responsible for providing strategic direction and managing the Department’s financial, information technology, human capital, and risk management operations.
Prior to joining the Department of Education, Keia was a litigation attorney at the New York law firm of Wachtell, Lipton, Rosen & Katz, where she represented corporations and senior executives in complex commercial litigation before regulators and government agencies. She began her career as a financial analyst in Morgan Stanley’s Investment Banking Division working with media and communications companies. Keia received her bachelor’s degree from Harvard University, and earned her JD/MBA from Stanford University.
Jaspreet Sandhu is the Director of Loyalty and Engagement at the Toronto International Film Festival (TIFF) leading grassroots fundraising, process design and administration at the world’s largest public film festival. Jaspreet has led TIFF’s loyalty programme to its highest household counts, grown retention, as well as tripled results in annual giving campaigns. Over the course of her career at TIFF raised and stewarded a cumulative $20M. Giving back to the community is a high priority for Jaspreet, as demonstrated by her strong volunteer presence such as: the Customer Experience Council for the Canadian Marketing Association, Civic Action's Emerging Leaders Network, Reel Asian's Marketing Committee. Jaspreet has been published for her artistic and academic works and holds an MA in Cultural Studies and Critical Theory from the Faculty of Humanities, as well as BFA, BA in Film Production and South Asian Studies.
Nadim Sayed is a designer, engineer and humanitarian with 10 years of experience in product innovation. As an Experience Leader & Architect at the United Nations, he is responsible for designing UNICEF's first-ever enterprise content management system to ease the burden on staff in the field. Prior to joining the United Nations, Nadim worked at IBM where he consulted with clients from around the world in the fields of user experience and cognitive computing. Nadim is also an active youth mentor and volunteer.
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.
Since joining Capital One in 1999, Brent has held a variety of roles in Capital One’s U.S. and Canadian businesses. He is currently the Chief Customer Experience Officer for Capital One Canada, leading its digital transformation and overseeing all of its operations in Canada.
Earlier in his career, Brent leveraged his expertise at other financial services organizations, such as HSBC Canada and Heritage Union, in the areas of consumer finance and direct-to-consumer life insurance. He has served on the Board of the Credit Scoring and Risk Strategy Association and is a member of the Canadian Bankers Association Operations Committee. He recently joined the Board for Holland Bloorview Kids Rehabilitation Hospital.
Brent received his HBBA degree from Sir Wilfrid Laurier University. Brent and his wife Jacqueline have two daughters, Payton, 7, and Addison, 8, and reside in the Leaside community in Toronto.
Arthur Borkwood is Head of the Customer Development Department, joining TTC in June 2014. He arrived from the London Underground (LU). His most recent work included designing, developing and implementing one of LU’s major change programs aimed at making the system more efficient, transforming the ticketing proposition and enhancing the way customer service is delivered on stations and across Transport for London. Key aspects of the program included a new station staffing model, more effective staff deployment, increased staff visibility and a range of significant improvements to ticketing and smartcard services.
Customer Development is a small, and new, department in the Strategy and Customer Experience Group, which will lead the development of customer strategy, fares policy, retail strategy, commuter parking strategy, as well as conduct a variety of policy reviews to ensure the TTC delivers customer-focused services.
Jennifer’s expertise in both public and private sector environments spans marketing, advertising, digital strategy, PR, issues management and corporate communications. As Managing Director, Marketing and Digital Strategy for the Government of Ontario, Jennifer leads an integrated team to deliver social media strategy, digital data insights, market research and public education campaigns across multiple ministries including Health, Foodland Ontario, Education, Economic Development and Transportation.
In her previous role, as Director of Brand and Marketing for Metrolinx, Jennifer led the vision and alignment of brand, digital and marketing strategy across the organization. Working with cross-functional teams across Metrolinx operations and services, including GO Transit, Presto and UP Express, she managed a team of strategic and creative professionals to build public understanding of the largest transit infrastructure development in Canadian history and help residents find ways to spend more time living and less time commuting.
Jennifer is fueled by a passion for break-through creative work driven by strong insight and a determination to build responsibly brave public-sector brands.
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 Forrester Research, The Temkin Group, and The Canadian Marketing Association. Oxford has received the following recognition: Finalist in the 2015 CXPA Innovation Awards, Winner of the 2015 & 2016 National Pinnacle Award for outstanding Customer Service and Innovation by BOMA Canada, Winner of the 2017 BOMA Pinnacle Awards in Toronto/Montreal/Vancouver, and Winner of the 2016 Temkin Customer Experience Excellence Award.
Prior to this, Roger spent 25 years in the auto industry, helping organizations to significantly increase 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.
Beverly Anderson is the Executive Vice President of Cards and Retail Services at Wells Fargo. She is responsible for the strategy, development, growth and profitability of various Wells Fargo's consumer lending and payments businesses. Over the last five years she has led credit cards, retail finance, loyalty solutions, digital payments, auto loans and personal lines and loans. She has also held operational leadership roles managing loan operations, collections and fraud operations.
For three decades, Beverly has advanced her career by building businesses and delivering tangible results in the Financial Services and Payments industries. The first 10 years were spent in corporate banking driving mergers and acquisitions with some of the nation’s largest banks during the 1980s and 1990s. Post MBA, Beverly moved to the consumer side of financial services driving consumer and small business strategies, product strategies, and enterprise growth and profitability strategies with First USA (Chase), Fleet (Bank of America) and American Express. Beverly also spent time at a start-up consulting firm, Novantas LLC, as the first female Principal and the first African-American, leading the customer experience and customer strategies practices.
Beverly graduated summa cum laude from Florida A&M University in 1986 with a BS in Business and received her MBA with distinction from Harvard Business School in 1997. At HBS, Beverly was the President of the African American Student Union and a member of many clubs and organizations.
Beverly is passionate about education, leadership, talent development and the arts. In her spare time she volunteers, mentors and engages in a number of ways to express these interests. Beverly is Board Chair emeritus of the Council of Urban Professionals and is highly involved in the HBS African American Alumni. She sits on the Wells Fargo Management Committee, the Board of Wells Fargo Merchant Services and the Board of Wells Fargo Foundation. She is the chair of the Card Policy Council of the American Banker Association.
Juanita’s passion for brand loyalty and an exceptional customer experience is what guides her direction. She has a contagious entrepreneurial spirit that turns a strong vision into reality in a journey that is fun, collaborative and as quick as they come! She is responsible for establishing the Gusto 54 brand and expanding it beyond our existing restaurant experiences. She oversees the development and launch of new business opportunities, like the Gusto 54 product line, catering division, partnership agreements and restaurant expansion. Juanita has almost two decades of brand and marketing experience. Over the last 15 years, she has worked with some of the top fortune 500 brands providing strategic counsel and execution on product launches, customer experience design, employee engagement and brand loyalty solutions. She holds her Masters in Marketing and Communication from Schulich School of Business and an undergrad in Hospitality & Business Administration from Ryerson University.