The Customer Experience Council educates, shares, and leverages compelling customer experience initiatives and best practices that drive business results.
The Customer Experience Council identifies, distills, and disseminates key marketing and channel related insights that deliver profitable enhanced customer experiences.
|John Bardawill - Chair||Managing Partner||TMG International Inc.|
|Stephan Sigaud - Vice-Chair||Executive Vice President, Marketing and Development||Phase 5|
|Morana Bakula||Director, Customer Experience||Bond Brand Loyalty|
|Shannon Burch||Director, Sales Customer Contact Centre||Scotiabank|
|John Chan||Managing Director||Pearl Strategy and Innovation|
|Lori Cohen||Head of Marketing||KPI|
|Sharmane Good||SVP Customer Care||LoyaltyOne|
|Elias Hadaya||Vice President, Customer Experience||World Vision Canada|
|Lesley Haibach||Vice President, Canada, Loyalty||Ipsos|
|Dan Kesselring||Sr Market Manager||TELUS Advertising Services|
|Gail Leija||Group Director Experience Design||SapientRazorfish|
|Jennifer McLeod||Vice President, Business Development||Teleperformance Canada|
|Michelle Perez||VP, Brand Director||Cossette|
|Jaspreet Sandhu||Director of Membership and Advancement||TIFF|
|Baijul Shukla||Director, Member Services and Strategic Partners||Ontario Society of Professional Engineers|
|Lori Steiner||Marketing Director, Membership, Automotive & GCR||CAA South Central Ontario|
The Business of Disruption: Is It Really Just Better Customer Experience?
Disruption can be defined as "interrupting the normal progress or activity" and that is exactly what many companies are experiencing. Industries are being redefined, products redeveloped, but in the end, is it just better customer experience? The intention of this paper is to put the customer in focus once again. Wealthsimple, Whole Foods and Netflix might be disrupting their industries but what they have really done is gone back to the basics by aligning business objectives with their constantly evolving customers' needs. Creating great customer experience doesn't have to be a hassle. Delivering a unique, personalized experience by identifying consumer need is a winning formula.
Digital tools and technology have become more relevant than ever in transforming the customer experience. But where does that leave the human element? In this panel discussion, we explore how brands … more
By Sharmane Good of CMA's Customer Experience Council
The following is the first in a series of Blogs by various members of the CMA Customer Experience Council. The series will discuss … more