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.
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.
Mahesh Ram is the CEO of Solvvy – an intelligent self-service platform powered by AI and machine learning. Mahesh is a serial entrepreneur with extensive experience in enterprise SaaS, most recently serving as the CEO of GlobalEnglish Corporation, and previously held senior management roles, including CTO, at ThomsonReuters.
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.
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.
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.
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.
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.
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.
Tyrrell joined TD Bank in April of 2015, where she is responsible for driving TD's global brand and customer experience leadership. Specifically she leads the development and execution of the Bank's global brand and sponsorship strategies; the enterprise customer experience vision, framework, and measurement system; trends and marketing innovation; and the NA in-house creative services teams.
Tyrrell is a seasoned global executive, having lived and worked in the US, Europe, Asia Pacific, and now Canada. Before joining TD, Tyrrell worked for global health care and financial services companies, including Cigna, Standard Chartered Bank, and Discover Card in senior marketing and general management roles.
Tyrrell is an avid runner, and board member and guide for Achilles International, an organization that enables people with disabilities to participate in mainstream sports.
She holds an M.S in Integrated Communications from Northwestern University and a B.S. in Marketing from Arizona State University.
Perry Monaco leads the Customer Success Organisation in Canada for LinkedIn, as well as a team of CSMs focused on CS activity in a pre-sales function in the USA. His teams work with talent acquisition departments and companies building social media recruitment strategies while focusing on the end user to manage retention, customer experience, and account growth through customer success planning. Perry was one of the first 4.5 million members of LinkedIn and was previously a recruiter before helping to build the CS practice at LinkedIn. Perry currently resides in the Greater Toronto Area with his wife and three children.
Paul Graham Hayward is a high impact chief content officer with proven success in architecting breakthrough messaging that creates brand personality, engagement and conversion across all channels.
He is a brand innovator that understands both the creation and the business of content and how to short fuse the Post-Digital process of “1 : Moment”, assuring delivery of the right creative, to the right audience, at the right time. As a conceptualizer, he leverages data-informed creative to develop brand opportunities to reach new audiences and drive share in existing markets. Has held corporate and agency leadership roles and secured patents for various content aggregation platforms.
Katherine is a passionate champion of the customer voice with over 10 years of experience leading projects in customer research, brand experience, and design thinking. She’s a trained graphic designer, an MBA, and a seasoned service designer who uses a truly integrated D-School+B-School approach to problem solving. As a Director, Service Design at CIBC she’s helping to build an internal service design practice and evangelize human centered design across the bank. Prior to joining CIBC Katherine worked for two industry leading consulting firms and collaborated with many amazing clients across five continents and multiple industries – including CIBC, John Deere, The Ontario Government, OLG, Plan International, Petro-Canada, Qualcomm, RBC, TELUS, TTC, and many others. Katherine holds an International MBA from IE Business School in Madrid, and a Bachelor of Design from York University and Sheridan College.
Ramzi Rahbani is currently a Senior Manager in Digital Strategy & Innovation for President’s Choice Financial. As an intrapreneur and product owner he has defined, developed and delivered digital strategies, roadmaps, products & services both nationally and internationally aimed at exceeding customer needs and expectations. His “forte” lies in digital product development, customer experience design and process reengineering/optimization. During his time at President’s Choice Financial, Ramzi has implemented VoC solutions on all President’s Choice Financial and President’s Choice Services Inc digital platforms and supported the launch of PC Insiders, a digital first subscription service offered to President’s Choice Financial Mastercard customers.
Prior to joining PCF, Ramzi worked in the International Division of Scotiabank where he undertook assignments in Digital Banking, Operating Model Design, Branches, Risk Management and Small Business.
Melody Roberts is a career innovator of new products, services and systems for consumers and organizations. She launched her career as a product designer for consumer brands, first at Smart Design in New York City and then at IDEO in Silicon Valley. She spent a decade in the global innovation team of McDonald's Corporation, redesigning their legendary in-store and drive-thru service models as well as incubating what would become their omni-channel eCommerce strategy. She then spent two years at Panera Bread Company, where she focussed on optimizing the end-to-end customer journey. Today Melody is running a product startup that will change how women with Stress Urinary Incontinence live their daily lives. Melody was educated in American Studies at Yale (BA, 1990) and Human-Centered Product Design at Illinois Tech (MDes, 1998). She approaches customer experience with the predispositions of an experimenter and a healthy affection for facts. She believes in prototyping as much as data mining, and relies on simple metaphors just as often as complex frameworks. At the end of the day, she has learned, customer experience excellence is the fruit of every coordinated labor an organization puts forth. Nobody owns it, and everyone’s efforts matter.
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.
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.
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.
Chris heads up Sales Strategy and Operations for Atlassian, the leading provider of software for team collaboration. Atlassian has pioneered a unique go-to-market model, which relies heavily on automation to drive sales and has resulted in the most productive sales team in the SaaS industry, with over 120,000 Customers.
Before joining Atlassian, Chris ran go-to-market operations for NetApp, a leading provider of data storage equipment. He also ran NetApp's support subscription business, which he grew from $600M to $1Bn in 3 years.
Prior to NetApp, Chris was part of the executive team of a startup, designed CRM products and built the Asian sales organization for a semiconductor company, growing the business from $5M to $40M prior to going public.
Josh Greenhut is a researcher, writer, facilitator and problem-solver who helps large, complex, diverse groups of people change their world in ways they can all agree on. As Strategy Lead at Bridgeable, an award-winning service design consultancy based in Toronto, he works with clients to transform the customer experience, from C-suite strategy to frontline execution. At Bridgeable, Josh was a key contributor to the TELUS redesign of mobile renewals, which was awarded “Best Commercial Project” at the 2017 Service Design Global Awards in Madrid. He has facilitated transformative work for clients including the Toronto Transit Commission, ADP Canada, Accompass, and Sienna Senior Living. In his spare time, Josh hones his ability to distill complexity by writing children’s books. His sixteenth book, Winnie’s Great War, co-authored with Lindsay Mattick, will be published by Little, Brown Books for Young Readers, in the fall.
Andrea Chan is a Director of Service Design within CIBC’s Client Connectivity and Innovation team. She is responsible for leading a team that uses a human-centered approach to design and deliver meaningful end-to-end service experiences across many of CIBC’s top client journeys. Andrea started her career as a process engineer, where she applied the data-driven Lean Six Sigma methodology to drive impactful process improvements across the bank. She has led strategy development and process design of end to end experiences across a diverse portfolio of initiatives at CIBC, ranging from new product launches to the transformation of the retail sales and origination platforms. Andrea is a recent convert to the service design way of thinking and is excited to find new ways of pairing the power of data-driven methodologies with those of service design. Andrea is a Professional Engineer, Lean Six Sigma Black Belt and stats nerd at heart, who holds a MASc in Applied Statistics and BASc in Engineering Science from the University of Toronto.
Stephan is responsible for leading the development of Phase 5’s global growth strategy and implementing it through building the firm’s brand, expanding its suite of offerings and developing relationships with new clients. Stephan is passionate about partnering with clients to address their business challenges and opportunities around customer centricity. A recognized expert in CX, he has helped leading brands achieve sustainable growth through gains in customer loyalty in all major sectors of the global economy, having worked with clients in Financial Services, Telecom and Technology, Automotive, Hospitality and Retail as well as clients in the non-profit and public sectors. Stephan has given presentations at conferences and seminars around the globe and is active in both Marketing and Customer Experience communities in Canada.
Lauren Waldman is a curiosity seeker with a deep desire to learn, share, help and laugh.
From Lauren's start as a certified international teacher of language, to her ever-growing collection of degrees, certificates and professional accolades, it's her infectious ability to bring people into her world of curiosity and possibility, which has gained her success.
A trainer, designer, facilitator, speaker, mentor, coach and self-proclaimed pirate, she takes you on your own guided learning journey. Lauren creates with you, epic learning adventures and solutions, drawing on her 16 years of professional experience that spans the globe, industries, on land and at sea, and even sometimes in the air!
She taps into the science, and fun of learning, while maintaining a sharp approach with intense dedication to the success of others. Her current focus in the studies of neuroscience and how the brain learns has played an eminent role in helping individuals and corporations navigate through the creation of what she calls "Learning Legacies." These studies have also given rise to strategies relevant to the confusions and challenges of the current cross-generational workforce.
Lauren is a CTDP (Certified Training and Development Professional), has certification in the Fundamentals of Neuroscience (Harvard), is currently working on a certificate in Medical Neuroscience (Duke), is a Designated Communication Coach and Trainer, and is an advisory board member of the NCCA (National Communication Coaching Association of Canada).
John Bardawill is the Founder and Managing Director of TMG International Inc. He has 35 years of expertise in customer experience, change management, business strategy, and marketing. He has also worked extensively with call centre operations around the world to provide highly focused solutions that drive revenues and profits. Few people are aware that John has an undergraduate degree in psychology, or that as a student, he earned extra cash singing and playing piano at weddings. He still knows how to work a room, but these days the audience is usually senior executives and the instrument is PowerPoint. John has spoken at numerous industry related events and educational institutions, and is the author of several articles for a variety of industry publications.
Biljana’s career spans over 10 years in the Canadian Public Sector. She has wide experience in strategic planning, results based management and customer experience strategy. As part of her assignments, she has focused on societal issues such as employment, labour market, culture, education, human-capital development, organizational change and sustainable development. As a Strategic Planning Advisor, she works on planning and articulation of a coherent strategic vision at an Enterprise-wide scale. At the strategic level, she formulates and implements rigorous business planning and performance management strategy through alignment of Public Service’s priorities and initiatives, and refinement of key performance indicators. At the operational level, she ensures cross-functional coordination of activities, and develops innovative approaches to improve and transform effectiveness of Public Service’s policies and services. In addition to her work with the Canadian Public Service, Biljana is part of a team which is currently working on indicators for the ASCC (ASEAN Socio-Cultural Community) Blueprint 2025, where she continues to advise on strategic planning and results based management.
￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼Enzo Augimeri is a training specialist who has been conducting seminars for the past five years. He has been working with sports organizations, companies and students to help them understand the importance of accountability and mental preparation. His 25 plus years in management with a number of large corporations, and his extensive sports background (including working as an NHL player agent), enables him to speak about his personal experiences.
Sue Duris is Founder/Director of M4 Communications, a Palo Alto, CA-based digital marketing and customer experience consultancy that works with technology, education and nonprofit clients. Sue has more than 20 years of experience in customer experience, digital marketing, product marketing, content strategy, and management consulting. Her specialities include marketing and product strategy, content development, customer journey mapping, voice of the customer, development of employee and customer advocacy programs, win/loss analysis and customer analytics.
Sue is also a member of the Customer Experience Professionals Association (CXPA) serving in leadership capacities for local and national events, CX Day and research paper development. And she hosts CXChat, a weekly Twitter chat that discusses topics in customer experience and employee experience.
Sue holds an MBA from UC-Irvine and a bachelor's degree in Economics from the University of Colorado.
￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼￼As VP of Learning & Development for CSPN, Corey Atkinson 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.