Sherif Mityas is the Chief Information Officer and VP Strategy & Brand Initiatives for TGI FRIDAYS responsible for the Brand’s global Strategy, Digital and Technology efforts. He has more than 20 years’ experience in the retail and hospitality industries in both senior consulting and executive industry roles.
Prior to joining TGI FRIDAYS, Sherif served as the managing partner for JS Consulting and as the chief executive officer for Hollywood Video/Movie Gallery.
Mr. Mityas received a B.S. degree in aerospace engineering from Boston University, a M.S. in mechanical engineering from Rensellaer Polytechnic Institute and an M.B.A. from Northwestern’s Kellogg School of Management.
Johan is a senior level consumer research professional with a proven record of building, transforming and championing successful insights departments for both FMG and Retail. He has a strong leadership, collaboration and extensive global experience with a track record of turning consumer insights and market understanding into bottom line business results. Johan joined Walmart in 2009 and is currently Vice President of Customer Insights and Analytics for Walmart, Canada.
As Managing Director, Marketing and Digital Strategy for the Government of Ontario, Jennifer leads an integrated team to deliver marketing strategy and creative development, social media strategy, digital data insights, market research and creative services. Working across the 30 ministries of the province, Jennifer has spearheaded multiple award-winning campaigns including those for 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 to help residents find ways to spend more time living and less time commuting.
Jennifer’s expertise in both public and private sector environments spans marketing, advertising, digital strategy, PR, issues management and corporate communications. She is fueled by a passion for break-through creative driven by strong insight and a determination to build responsibly brave public-sector brands.
Since the beginning of his career, Neel has had an array of varied experiences across creative, strategic and entrepreneurial endeavours. In 2012, Neel joined the leadership team at BroadbandTV as Head of Brand & Marketing where he has built and led several functions and departments including marketing, branding, customer service, design & creative, and events. He has led the positioning, creation and launch of the majority of BBTV’s brands, some of which include strategic partnerships with the likes of the NBA, HuffPost and BMG, and continues to manage BBTV’s large brand portfolio today.
Neel has contributed to BBTV through hyper-growth where the business has achieved a global presence, rising as the 3rd largest video property in the world only behind Google and Facebook. With over 30 Billion views per month, a world-leading network of talented creators, partnerships with mass media companies like Viacom, Univision and Sony Pictures, and vertical-leading global brands, BBTV has truly emerged as a powerhouse in the digital video space.
Neel is currently Head of Brand Strategy and Customer Experience at BBTV with a focus on positioning and developing BBTV’s corporate identity, media brands, products and services; as well as evolving the customer life-cycle with a goal to continuously deliver an industry leading value-proposition leading to customer success and loyalty.
In addition to his role at BBTV, Neel consults entrepreneurs, startups and businesses on their strategic growth, as well as advises for various organizations and individuals.
Roy Ben-Alta is a solution architect and principal business development manager at Amazon Web Services, where he focuses on AI and real-time streaming technologies and working with AWS customers to build data-driven products (whether batch or real-time) and create solutions powered by ML in the cloud. Roy has worked in the data and analytics industry for over a decade and has helped hundreds of customers bring compelling data-driven products to the market. He serves on the advisory board of Applied Mathematics and Data Science at Post University in Connecticut. Roy holds a BSc in information systems and an MBA from the University Of Georgia.
Sarah joined Sure Petcare in 2010, taking responsibility for the company’s customer service and guiding it through an extraordinary period of expansion and growth. She now leads a talented multi-lingual team who deliver outstanding customer service and happiness to all Sure Petcare customers around the world.
Sarah is passionate about happiness in the workplace, and she knows the positive impact this has on the customer experience. Through continuing to innovate and improve the customer journey, Sure Petcare now has an Net Promoter Score of 90+ in over 20 countries around the world.
Sarah has trained with Happy Ltd, and Woohoo Inc, and has recently become a certified partner of Woohoo Inc and a certified Chief Happiness Officer to provide training & keynotes on creating happiness at work.
Swamy specializes in providing Customer and Market Insights to help organizations attain and maintain product leadership in the marketplace. She currently manages customer support research at a Fortune 500 company. Seema has managed Customer Success and Market Research at VMware. She has worked with both B to B and B to C companies providing actionable recommendations that informed the effective development as well as launch of products with optimal messaging and positioning to target audiences. She is an expert in both qualitative and quantitative research methods to develop holistic insights about key drivers and inhibitors of product adoption, customer acquisition as well as retention through increasing loyalty and positive word-of-mouth. She has been an invited panelist and presenter at International Conferences and published articles on customer insights in various journals. Her work on maximizing Trust and Safety on the eBay platform is a case study in Anna Bernasek’s book ͞Economics of Integrity: From Dairy Farmers to Toyota, How Wealth is Built on Trust and What That Means for our Future.͟ Seema has worked and consulted a number of organizations including Cisco, Apple, Intel, Trend Micro, VMware, Equinix, Yahoo!, PeopleSoft, and Capital One as well as stealth mode startups. She received her Ph.D. degree from Stanford University. Her dissertation focused on the application of Social Psychology to ensure products’ success in different cultures and markets
David is the Vice President of Customer for ATB Financial. Most recently, David was the Vice President of Client Business Support for Tangerine and Vice President of Sales and Service for ING Direct Canada. Prior to returning to ING Direct Canada, David served as Vice President, Service Delivery at Echo Marketing. David was of the Chair of the Customer Experience Council and Board of Directors for The Canadian Marketing Association.
Rob Russini serves as Senior Director of Marketing for Hudson Heritage Federal Credit Union. Rob oversees marketing and communications for the credit union since January 2018 and additionally, helps spearhead special projects around innovation, collaboration, customer experience, and strategic planning.
Prior to joining Hudson Heritage Federal Credit Union, Rob held management roles in both the energy and financial sectors, including within retail banking for several financial institutions. Rob has also held several advisory board positions in the educational and non-profit sectors throughout the tri-state area. Rob holds an MBA in Marketing from Babson College and is finishing a second Master Degree in Integrated Marketing Communications through Northwestern University.
Rob’s research and interests lie in marketing strategy consisting of integrated marketing and branding through innovation and personalization. Rob has spoken at several conferences and events on topics consisting of branding, digital marketing, customer experience, segmentation, marketing analytics, and strategic marketing.
Nahal manages the rich human talent within MEC Co-op. All MEC workplaces – stores, head office and distribution centre – are her workplace. Nahal helps ensure that people possess the attitude, skills and experience to serve their members’ diverse needs. By removing barriers that prevent employees from being engaged and empowered, MEC can better deliver on its purpose. Prior to joining MEC in summer 2017, Nahal was with the multinational retailer, Tesco, in Prague, where she held several senior human resources roles. Among other points of pride, she was integral to building a service-centric culture among 120,000 employees based in Central Europe and Asia. After living 20 years abroad, Nahal is delighted to return home to Vancouver. Whether it’s running, hiking, yoga or meditation, Nahal likes to get outside as often as she can.
Kelly Harper is director of customer employer brand as part of the learning experience design team within talent and learning at BMO Financial Group. She is accountable for developing standalone brand customer experience learning programs, embedding the brand and customer into learning and development, championing and bringing to life the employer brand promise and valuing proposition for 47,000 employees, enterprise wide. Prior to joining the Institute for Learning (IFL),
Ms. Harper was director of brand and customer experience, accountable for driving and implementing the enterprise strategy to build a unique customer experience and champion this across the broader organization. Described as the resident “customer experience evangelist, coach and quarterback,” she has been at the forefront of customer experience at BMO since the launch of their vision “to be the bank that defines great customer experience” in 2008. Ms. Harper joined BMO in 1997 and holds a bachelor of commerce degree and masters of management studies degree, both from Carleton University in Ottawa, 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.