Customer Experience Council

Customer Experience Council

Mandate

The Customer Experience Council educates, shares, and leverages compelling customer experience initiatives and best practices that drive business results.


Elevator Pitch

The Customer Experience Council identifies, distills, and disseminates key marketing and channel related insights that deliver profitable enhanced customer experiences.


Core Focus Areas

  • Branding
  • Marketing communications
  • Sales and service
  • Operations
  • Channels
  • Organizational culture
  • Technology

Council Members

  Name Title   Company
         
  John Bardawill - Chair Managing Partner   TMG International Inc.
  Stephan Sigaud - Vice-Chair Executive Vice President, Marketing and Development   Phase 5
  Shannon Burch Director Business Support and Operations Projects   Scotiabank
  John Chan Managing Director   Pearl Strategy and Innovation
  Lori Cohen Head of Marketing   KPI
  Sharmane Good SVP Customer Care   LoyaltyOne
  Lesley Haibach Senior Vice President   Ipsos Loyalty
  Dan Kesselring Sr Market Manager   TELUS Advertising Services
  Jennifer McLeod Vice President, Business Development   Teleperformance Canada
  Michelle Perez VP, Client Lead   Cossette
  Jaspreet Sandhu Director of Loyalty and Engagement   TIFF
  Baijul Shukla Director, Member Services and Strategic Partners   Ontario Society of Professional Engineers
  Lori Steiner Marketing Director, Membership, Automotive & Advocacy   CAA Club Group

 


Published Work

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.