Talk Videos from 10th Annual CXS Summit

Herbert Verschuren is the VP Services for Customer Contact at KLM and Air France. In that role he is responsible for the servicing of the B2C, B2T and B2B customers around the world for the 2 airlines. This service is executed in 30 languages in all our service centers around the world, by engaged Assistants who are actually the voice of KLM and Air France. Before this role he was in charge of and the co-founder of the joint frequent flyer program Flying Blue. He holds a Masters degree in Economics from Erasmus University Rotterdam and Supply Chain Management from TIAS School for Business and Society.

Jon Yuill brings 15 years of experience to his role at WestJet as Insights Manager where he has the privilege of leading a team of talented professionals responsible for voice of guest, voice of employee, brand, loyalty, and market research. Prior to joining WestJet, Jon held roles in research agencies, public sector and corporate settings. Jon holds a Bachelor of Sociology from the University of Lethbridge, Canada. When he’s not focused on actionable insights and business growth, Jon can be found in the Canadian Rockies mountain biking or nordic skiing with his wife and daughter.

Nik Jagtiani is a digital customer experience and marketing leader engaged in helping global brands grow via raising their digital IQ and transforming successfully to launch new digital products and services. He has spent over 12 years across industries leading Digital Strategy, CRM and Martech projects and building teams that deliver operational excellence. Nik made his first marketing conference presentation at a CIO Vancouver event in 2009 and continues to be connected to the US & Canadian marketing communities, especially mentoring and coaching early career professionals interested in the digital marketing space.

Lauren Proshan joined the B.A.A. in 2018 as the Director of Operations. Lauren has an extensive background in large scale public events held Nationwide. With 20 years of event experience, she has brought to the B.A.A. a diverse view of organization, project development, and planning. While managing a direct team of seven, the Operations Team works to streamline workflows and communication between all groups within the B.A.A.

The master of anything and everything digital products. Currently responsible for championing the highest standard of implementation across all of Team Canada’s digital products, data, analytics and business intelligence programs.

Conlyn Glover is a Senior Partner Development Manager focused on mobile apps. In his current role, Conlyn specializes in new business development and acquisitions for enterprise level publishers interested in app ad monetization platforms and networks. Conlyn has over 12 years of experience between Apple and Google, focused on creating seamless transformative customer sales journeys while driving results to exceed benchmark forecasts. He holds a BS in Business – Management and a BA in Communication from CSU Channel Islands, where he was the Business & Communications commencement speaker for the 2019 graduating class. As a youth, Conlyn w the USA in tennis and was lucky enough to compete at the Australian Open, French Open, and Wimbledon.