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Panel Discussion: What Skills Do You Need when Being ‘Good’ Is No Longer Enough

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Tim Rickards
Director, Social & Content Strategy at Hearsay Systems
+ 3 speakers
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About the talk

In this panel session, we heard from three leaders about opportunities, perspectives, and challenges within CX.


00:00 Intro

01:10 Holly Pontisso

03:00 Candice Troupe

03:36 Corby Fine

05:54 Library in pandemic time

07:08 New opportunity

10:10 The role for customers

11:40 Challenges and experience

17:15 Difficulties of pandemic

21:40 Experiences of firms

30:00 Last question

About speakers

Tim Rickards
Director, Social & Content Strategy at Hearsay Systems
Holly Pontisso
Vice President Customer Experience at Scotiabank
Candice Troupe
Senior Vice President at The Verde Group
Corby Fine
Vice President, Digital Marketing and Sales at Bell

My team and colleagues recognize me as an empowering leader with a deep understanding of client relationships and proven experience building campaigns that drive revenue. My expertise lies in analyzing qualitative and quantitative research to identify opportunities, then defining the strategy for data-driven campaigns and go-to-market strategies.

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Holly Pontisso has been working in the technology and communications industry for over 20 years in various leadership roles in both sales and marketing. Currently leading the consumer marketing group for Cogeco Connexion, Holly is transforming the way the organization acquires and retains its customers by developing an integrated approach to marketing, sales, service and support. Holly is a results-focused leader, building teams that deliver above expectations and this has been proven in the consistent performance turn-arounds that Holly has delivered in her career. Holly is an MBA graduate from the Rotman School of Business and has received numerous awards in her career, including the top 125 Bell Heroes award, recognizing the top 125 employees in the history of the company. Holly is currently completing the Program for Leadership Development at Harvard Business School. She is passionate about the United Way and has led many employee campaigns and served as Chair of the GenNext board in Toronto.

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I am an innovative marketing and customer experience leader recognized for transforming brands and driving growth both in b2b and b2c. I have in depth experience in creating and delivering loyalty and data driven marketing programs including customer relationship management, digital transformation, channel product development, and ecommerce. With my strong knowledge of loyalty, retail, payments, insurance, travel and transit I have a track record for ensuring informed strategy is paired with nimble, pragmatic execution to drive results.

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A strategic, well-connected Marketing and Revenue Executive with experience in digital transformation, strategy, business development and operations. Results-oriented with a track record of success in building brands, developing leading edge digital marketing strategies, launching innovative data & analytics ecosystems, operating a digital challenger bank brand and servicing clients across multiple verticals. Have run a full P&L of $350 Million and have acquired hundreds of thousands of clients through brand and performance marketing and transformed business models to be digital first.

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All right. So now we're going to switch gears and go to rcx Power panel. We're going to talk a little bit about opportunities and challenges within CX. We're going to hear from these three leaders, how they live it on a daily basis, especially in quote-unquote, Pandora time. So, during the pandemic, I'm in order to do that. I want you to please extend a warm ritual, welcome. So I'm going to tell holly Bunty, so who's the vice president of customer experience at Scotiabank? Who's the vice president of customer and clients at the Presto, which is part of the metrolinx. I think I got

the word incorrectly and Colby Pine who's vice president of digital marketing. Easy limited. So everybody out there until 12 eastern time. Trying to 15 minutes or so discussion followed by a Q&A. So definitely drop those questions in will be looking at those. And every start to go a little bit, long wool, panelist will will cut through in and get you some questions. I do reserve the right to change directions at any time. So be prepared to do a little

round robin, in, in the spirit of of talking Equity. So first, I'd like y'all to do was give us just a brief intro of yourself in a couple sentences and the latest amazing experience you've had and let's start this Cellar. Start with Holly. Jeremy Rowley. I would like to, I just wanted to demonstrate some of the challenges that were experienced and what? That was perfect. President of customer experience at Scotiabank and my role is a lot of what the previous speaker was talking about, which is driving our adviser

experience as well as our customer experience and representing those voices at the table. I'm sorry, lead, a team of Journey managers program

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February 10 - 11, 2021
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covid-19, customer, customer service, cx & core, digital cx, digital experiences, engagement, investment industry, source content

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Tim Rickards
Holly Pontisso
Candice Troupe
Corby Fine