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Shawn Phillips
Chief Technology Officer at Heart of the Customer
5g, 7-eleven, adobe inc., analytics, apple inc., automated teller machine, bank, bell, big data, brand, business, business intelligence, call centre, cash, chatbot, chief executive officer, chief operating officer, citibank, click-through rate, cloud computing, communication, concept, contactless payment, conversation, coretta scott king, credit, credit card, culture, customer, customer experience, customer relationship management, customer satisfaction, customer service, dashboard (business), database, digital transformation, direct marketing, email, empathy, employment, face, feeling, financial technology, financial transaction, goal, google play, happiness, interest, job satisfaction, know your customer, leadership, loan, loyalty program, market (economics), mentorship, mind, mindset, mobile app, mobile banking, money, money laundering, mortgage loan, motivation, net promoter, omnichannel, onboarding, online banking, online chat, organization, overtime, payment, president's choice, president's choice financial, privacy, privacy law, programmer, project management, regulatory compliance, research, retail, return on investment, sales, salesforce, self-service, shopping, shopping mall, sms, social distancing, software , startup company, strategic planning, strategy, supermarket, team, telecommunication, telecommuting, text messaging, text mining, the home depot, the onion, thought, time management, touchpoint, understanding, value proposition, venmo, walmart, web conferencing, webcam, wire transfer, youtube
Melissa Mohun
Vice President, Digital Customer Experience at Scotiabank
allstate, brand, customer experience, education, empathy, feeling, human, information, insurance, interview, learning, mobile phone, omnichannel, online and offline, personalization, research, risk, scotiabank, smartphone, startup company, strategy, text messaging, touchpoint, transparency (behavior), understanding
Linh Lawler
Director, Customer Experience at Anixter
allstate, brand, customer experience, education, empathy, feeling, human, information, insurance, interview, learning, mobile phone, omnichannel, online and offline, personalization, research, risk, scotiabank, smartphone, startup company, strategy, text messaging, touchpoint, transparency (behavior), understanding
Karen Sawyer
Head, Customer Loyalty, Personal & Business Banking Canada at BMO Bank of Montreal
allstate, brand, customer experience, education, empathy, feeling, human, information, insurance, interview, learning, mobile phone, omnichannel, online and offline, personalization, research, risk, scotiabank, smartphone, startup company, strategy, text messaging, touchpoint, transparency (behavior), understanding
Jim Tincher
Journey Mapper-in-Chief, Customer Experience Expert at Heart of the Customer
advertising, allstate, amazon (company), analytics, apple inc., art, atb financial, attention, bank, behavior, belief, best practice, blog, brainstorming, brand, budget, business-to-business, canadian imperial bank of commerce, case study, chatbot, cherry picking, cloud computing, cognition, columbus, ohio, commercial off-the-shelf, concept, conversation, covid-19 pandemic, credit, credit card, culture, customer, customer experience, design, design thinking, digital transformation, e-book, education, empathy, employee retention, employment, engineering, ethos, experiment, expert, facebook, feedback, feeling, food safety, franklin county, ohio, future, google ads, grocery store, health, health care, hindsight bias, homeschooling, hope, http cookie, hubspot, human, incentive, information, innovation, insurance, intelligence, internet, interview, investment, investor, jeff bezos, knowledge, lag, landing page, language, leadership, learning, loyalty program, machine learning, meaning of life, microsoft, millennials, mind, mindset, mining, mirror, mobile phone, motivation, music, neonatal intensive care unit, nerve, net income, net promoter, ohio, omnichannel, onboarding, online advertising, online and offline, operationalization, organization, password, persona, personalization, post-it note, price, problem solving, property, property tax, psychological safety, psychology, quality assurance, question, real-time computing, reason, research, retail, risk, sales, sampling (statistics), science, scotiabank, sentiment analysis, service blueprint, shopping, smartphone, social media, software engineering, space, startup company, strategy, supermarket, sympathy, target audience, target corporation, tax, tax levy, taxpayer, team, technology, telecommuting, telemetry, text messaging, the home depot, thought, ticketmaster, time, touchpoint, transparency (behavior), troubleshooting, trust (social science), understanding, usability, usability testing, user experience design, vehicle insurance
Tim Rickards
Director, Social & Content Strategy at Hearsay Systems
abstraction, accessibility, analytics, artificial general intelligence, automation, bank, behavior, bias, brain, brand, business, business model, concept, consciousness, consumer behaviour, conversation, credit card, culture, customer engagement, customer experience, customer relationship management, deep learning, feeling, function (mathematics), google, information, instructional scaffolding, intelligence, language, machine learning, mobile phone, online and offline, product bundling, reality, reason, risk, sales, self, self-service, sentiment analysis, shopping, target corporation, telecommuting, thought, touchpoint, understanding
Holly Pontisso
Vice President Customer Experience at Scotiabank
accessibility, ageing, analytics, bank, behavior, bias, brand, business model, caregiver, consumer behaviour, credit card, culture, customer engagement, customer experience, customer relationship management, digital native, financial technology, gender, gig worker, google, innovation, interest, internet, millennials, mind, mobile banking, mobile phone, online and offline, poverty, product bundling, psychological resilience, public health, public–private partnership, reason, risk, scotiabank, self-service, shopping, social determinants of health, startup company, target corporation, telecommuting, telehealth, thought, touchpoint, understanding
Ramsey Alwin
President & CEO at National Council on Aging
accessibility, ageing, bank, bias, caregiver, customer experience, digital native, financial technology, gender, gig worker, innovation, interest, internet, millennials, mind, mobile banking, poverty, psychological resilience, public health, public–private partnership, scotiabank, social determinants of health, startup company, telehealth, thought
Theodora Lau
Founder at Unconventional Ventures
accessibility, ageing, algorithm, art, bank, behavior, belief, bias, business, business model, capitalism, caregiver, customer experience, digital native, economics, empathy, equity (finance), financial technology, gender, genius, gig worker, hope, innovation, interest, internet, language, leadership, microcredit, millennials, mind, mobile banking, money, paradigm, pleasure, poverty, psychological resilience, public health, public–private partnership, reality, risk, science, scotiabank, social determinants of health, startup company, telehealth, thought, truth
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