World-Renowned Motivator and Communicator
Mike Lipkin brings out the best in leaders and employees around the world. The founder and president of Environics/Lipkin, a global research and motivation company, and the author of numerous bestselling books, he combines Environics’ trademark “social values research” with his personal expertise to provide organizations such as Deloitte, P&G, Pfizer, Wells Fargo, and GE with the tools to take powerful action and achieve pre-eminence in their workplaces. Mike combines his learning from talking to a million people in forty-three countries with the insights from the Environics Social Values research to offer clients the best of all worlds: a powerful blend of ideas and principles that help them achieve remarkable results.
He began his career with Colgate Palmolive as a brand manager, and then migrated to the advertising industry where he held senior account management positions at both Grey Advertising and Ogilvy & Mather.
Mike founded Environics/Lipkin in 2001, and has written nine bestselling books on personal leadership and effectiveness. that include Your Personal Best: The 12 Personal Best Practices to Help You Live at Your Highest Level; Luck Favours the Brave: How the Five Social Super Trends Can Make You Very, Very Successful; On Fire: The Art of Personal Consistency; Keeper of The Flame: How to Inspire Others on the Cusp of Change; One Life, One Meeting: How to Achieve Pre-eminence, One Conversation at a Time and Star Power.
O.C. - Three Time Olympic Gold Medalist, Specialist in Athlete Prep and Mentoring to Olympic Teams
Marnie McBean is one of Canada's most decorated Olympians, and an expert in turning potential into performance. As a former Specialist in Athlete Preparation and Mentoring for the Canadian Olympic Committee, McBean prepared athletes emotionally and psychologically to ensure that they performed at the highest level in everything they can. Drawing on her years of experience as a top competitor and her current expertise, she leaves audiences with a recipe for success that can be applied to all endeavours. McBean is a member of Canada's Sports Hall of Fame and has been made an Officer of the Order of Canada.
Marni holds a degree in kinesiology from the University of Western Ontario, as well as three honourary doctorates. As an ambassador for Right to Play, for Fast and Female, and for Plan Canada's Because I am a Girl initiative, she is actively involved in helping to promote the safety, health, and activity of Canada's youth. McBean's book, The Power of More: How Small Steps Help Us Achieve Big Goals, outlines how the three-time Olympic gold medal rower sets and achieves goals, in sports and in life.
Mr. Miller has over 20 years of executive management and performance improvement consulting experience working with small, medium and F500 clients in over a dozen industries to improve sales, customer service and technical support operations across all channels.
Mr. Miller has a bachelor’s degree in Journalism from The University of Texas at Austin, was selected as a member of the Alpha Sigma Nu Honor Society and received his MBA in Marketing with honors from Regis University.
Contact Center Practice Leader, J.D. Power
Mr. Miller is responsible for thought leadership and for directing all omnichannel solutions development, strategic partnerships, benchmarking, VoC and operational assessments, performance improvement consulting engagements and certifications. He is a recognized authority on maximizing the customer experience across live phone, IVR self-service, web self-service, chat, email and social media channels and has presented research and analysis at over 60 industry events. He served as a judge for the ICMI Global Call Center of the Year Award in 2013 and 2014.
Workshop and Panel Speakers
Gary Yorke, Director 311 (Division Head), City of Toronto
A pioneer in the public sector digital transformation, the City of Toronto went through a large scale modernization effort. In innovating its citizen support, the 311 centre took on a holistic through investing in its people, processes, and technology across 44 divisions. As the Director of the largest integrated system in North America, Gary Yorke will guide you through the organization’s transformational journey in catering to its people.
Dilip Nair, Senior Director, Customer Service, Alight Solutions
In May 2015, Dilip Nair joined the Canadian Outsourcing business of Aon Hewitt, recently named Alight Solutions, as leader of Canada Customer Service. Previously, Dilip spent ten years with Aon Hewitt India, and in his most recent role, he led the India Customer Service Group, comprised of over 600 colleagues providing voice, web chat, eService, and workforce management services to North American and APAC clients.
Dilip has deep experience managing large-scale operations in customer service, collections, banking, and back office processes. He has spearheaded, transitioned, and managed strategy and execution across diverse workforce segments, Fortune 500 clients, and complex processes.
Dilip has a degree in Hotel Management from the Institute of Hotel Management, India.
Lisa Moody, Director, Customer Care, World Vision Canada
As Director of Customer Care at World Vision Canada, Lisa provides leadership and oversight to the contact centers in both Mississauga and Montreal. In this capacity, she drives the achievement of shared marketing revenue targets from across the Customer Care division. With the ever-growing need to acquire well-engaged and loyal donors, central to Lisa’s role is the motivation of over 140 staff members, in teams of inbound and outbound telemarketing agents, to deliver a meaningful and highly customer-centric experience. Having held various leadership roles for more than 25 years at World Vision, in marketing/fundraising, international programs and business operations, she has made significant contributions to the development and execution of robust strategies that increase revenue, improve business efficiencies and secure donor loyalty. Lisa is a steadfast champion for the most vulnerable children in our world – those who have no voice. Each day, she lives out a vibrant and contagious passion for her work at an organization that thrives to bring life in all its fullness to these amazing children.
Matthew Saskin - Dimension Data,
Managing Principal Consultant, Customer Experience
Matthew Saskin is a Managing Principal in Dimension Data’s Consulting Services organization, responsible for overseeing Contact Center and Customer Experience services in the Americas. In this role, Matthew leads a team of consultants helping clients to develop comprehensive strategies and roadmaps for their contact centers, with a specific focus on improving customer experience and customer engagement. Prior to joining Dimension Data, Matthew has worked in the enterprise and service provider spaces in roles including consulting, engineering and operations management, and enterprise architecture.
Over the course of his career, Matthew has worked with clients of all sizes ranging from mid- market through 10,000+ seat contact centers across verticals as diverse as Retail, Health Care, Manufacturing, Financial Services, and Insurance. Beyond contact center architecture, operations, and customer care strategy, Matthew has significant background in ITIL-aligned service delivery and operations as well as large/complex enterprise IT architectures spanning numerous technology domains.
This experience allows Matthew to communicate effectively at all levels of a Client’s organization to help refine customer care strategies and business processes and ensure technology solutions are in place as business enablers.
Loris Dumanian - Director, Sun Life Financial
Loris oversees the design and delivery of the interactions and call centre technologies for Sun Life Financial serving more than 20 million customers in 24 countries.
Previous to Sun Life Financial, Loris was the Director of IT for the CAA (Canadian Automobile Association) South Central Ontario. He was responsible for the technology and information management initiatives to support the CAA’s strategic goals and objectives. He led the development and maintenance of the IT infrastructure, telecommunications, web enablement, and applications systems.
Loris has experience successfully leading Information Technology in large and mid-size organizations which includes development and execution of strategic plans, budgeting, technology assessment, IT operations, investment and maintenance. He has extensive experience in the assessment, development, and support of communications and information technologies infrastructure and services.
In his spare time, Loris serves on several volunteer boards and coaches soccer.
Allan Measor - Director, Service Enhancements, Moneris
Service Operations Leader, specializing in Process Transformations, System Modernization, Workforce Planning, and Customer Experience Programs. Mr. Measor joined Moneris in 2015 to evolve Service Operations, assessing and deploying of CRM, developing of Customer Self Help capabilities, and the optimization of the Customer Experience Program. Prior to Moneris, Mr. Measor, led ADP Canada’s Business Engineering Unit, including PMO, Process Optimization, Learning Services, and Servicing Systems. Mr. Measor holds both a Degree in Business Management-Decision Systems, and a Lean Six Sigma Black Belt from Villanova.