12:00 p.m. – 1:00 p.m. ET
Most marketers agree focusing on the customers’ needs first is imperative, yet many still struggle to define their organization’s customer experience strategy.
By presenting a CX strategic framework and citing examples from the retail and hospitality industry, a team of Marketers and Thought Leaders share how CX can help an organization both functionally and emotionally satisfy customer needs and how that can translate into business growth.
Who Should Attend
- CMOs/Marketing VPs/Directors
- PMO/Senior Project Managers
- Product/Brand Marketing Teams
Human Resource & Insights Lead
Michelle has been studying people, their needs and how this intersects with brands for 8 years. Michelle began her career in UK Agencies working with clients such as the BBC, Lloyds Banking Group, Marks and Spencer and was responsible for creating emotional connections to experiences and brands before focusing deeply on the brand experience for Yorkshire Building Society Group. Now in Canada, she works at Loblaw Digital, leading a team of Design Researchers and Customer Insight specialists who look deeply into human needs to build services that connect humans to brands.
Marketing & Public Relations Manager
THE ST. REGIS TORONTO
Alex has specialized in marketing and public relations for luxury hospitality since moving to Toronto in 2012, after graduating with a Bachelor of Commerce from the University of Guelph. Alex joined Four Seasons Hotels & Resorts in 2012 and quickly paved a path for himself in a territory that many hotels had yet to explore, digital marketing and social media. In 2017 he joined Marriott International, transitioning Trump Hotel Toronto to The St. Regis Toronto where he currently oversees the hotel’s marketing and public relations. Alex’s recent achievements include OHI Top 30 Under 30, being awarded Four Seasons Pinnacle Award for Best Hotel Marketing & Public Relations Strategy for North America (2016) and recently was awarded Leader of the Year (2018) by St. Regis Hotels & Resorts for the launch of The St. Regis Toronto which opened November 28, 2018.
SVP, Service Line Leader
With over 19 years market research experience, Lesley has assisted some of North America’s largest organizations design, develop and implement ongoing customer experience tracking programs and employee engagement programs geared to catapulting satisfaction and loyalty levels, improve sales and ultimately corporate profitability. Currently, Lesley leads the Customer Experience and Mystery Shop Division of Ipsos Canada.
Over the years, Lesley has developed a specialization in the realms of customer and employee research and is currently working with large multi-unit retail and financial services organizations, in addition to a number of government and other corporate organizations. Throughout her career, Lesley has worked with a variety of North American and global clients in designing and executing tracking studies designed to drive advocacy, improve operations and brand perceptions.
More recently, Lesley has been involved in taking the customer experience for her clients to the next level through customer journey mapping research and has been recognized for her work in this area with an award for Best Integrated Market Research program.
Lesley holds a business degree from the Ryerson School of Business and a Bachelor of Education from Brock University and has her designation as a CAIP (Certified Analytics and Insights Professional), as well as a Chartered Marketer (CM) with the Canadian Marketing Association.