Thursday, Nov 8th, 2018

Conference Speakers

 

opening Keynote

Tamara Ghandour

Founder/CEO LaunchStreet
 

From being part of the elite group of TED speakers to completing three Tough Mudders (and counting), Tamara's life is about breaking through the status quo for game-changing results. As the founder of a thriving business, GoToLaunchStreet.com - the online education and community platform to help people innovate and differentiate in an oversaturated world, Tamara knows what it takes to drive growth and innovation in an ever-changing market-place. As the creator of the Innovation Quotient Edge (IQE) Assessment, Tamara has developed the only tool able to measure people's natural innovation strengths and deliver insights and tools for performing at their peak, bringing more innovative ideas to the

table, and being a high value team member. At 27 she was the youngest person ever named to leadership in a leading global advertising agency. If you've walked the aisles of Target you've pushed your cart past products and brands that have benefited from Tamara's innovative approach - everything from Cheerios and  Johnsonville Sausage to Procter & Gamble and Clorox.

When Companies like Disney, General Mills, and RICOH want to up their innovation quotient they call Tamara. She has run multi-million dollar businesses and launched a few of her own, learning from her successes and, most importantly, her failures. Tamara has been featured on the TODAY SHOW, EO FIRE Podcast, The New York Times, Denver Business Journal, NBC 9News and on radio stations across the country. As a kid in computer camp, Tamara won the  "I'll try anything once" award - a motto she still lives by.

Afternoon keynote

Corey Poirier

Corey Poirier is a multiple-time TEDx, MoMondays, and PMx speaker. He is also the host of the top rated 'Conversations with PASSION' radio show, founder of The Speaking Program, and he has been featured in multiple television specials.

A columnist with  Entrepreneur and Forbes magazine, he has featured in/on CBS, CTV, NBC, ABC, is a Forbes Coaches Council member, and is one of the few leaders featured twice on the popular Entrepreneur on Fire show.

He has also interviewed over 4,000 of the world's top leaders.

One of his most recent talks took him to New York City where he had the extreme pleasure of speaking to at-risk youth at the Brooklyn Navy Yard Boys and Girls Club.

A father to his young son Sebastian, boyfriend to Shelley, and a father to three fur babies, Corey is also a practicing yogi and Rock Recording of the Year nominee.

 
Workshop and Panel Speakers

Bruce Simpson - Partner, Switchgear

www.switchgear.com

Since helping build his first Call Centre in 1989, Bruce Simpson has been living inside Sales + Service Teams for 30 years. Bruce’s first 10,000 hours came as an in-house Operator in Healthcare and Telcom (during the big disruption of long-distance competition). His second 10,000 hours came as the COO and Co-Founder of a 3rdParty Outsourcer (NDR / ClientLogic / Sitel) executing the Customer Experience on behalf of othercompanies. For the last past 15 years Bruce has become a trusted co-pilot for BIG change, helping leaders who are not only trying to change culture and elevate performance but have realized they need a make-over on how they work and even how their people think.

 

Neal Dlin - Chief Customer Officer, Chorustree

www.chorustree.com

Neal is a Customer Experience (CX) and Employee Experience (EX) expert with over 20 years of operational and thought leadership experience.  Neal is also a Certified JD Power Contact Centre Certification Consultant. 

An unapologetic customer and employee experience enthusiast, Neal is considered to be a visionary and challenger to the status quo.

Neal is a regular speaker, contributor and blogger on CX, EX and Leadership.  

In addition to his professional work, Neal is a proud father of three, a singer, songwriter, musician, performer, producer and fundraiser at Unsung Heroes Productions, who believes in one's obligation to give back.  

 

Ivan Kovacevic, Co-founder and Vice President, Client Services, Star Telecom and NuVoxx Communications

www.nuvoxx.com

Ivan has two decades of experience in the contact centre industry. Ivan’s current work is based around telecommunications (SIP Trunking) services and cloud contact centre solutions with the two organizations he co-founded.

 

Ivan’s role puts him in front of clients and their customer experience, technology and business challenges which Ivan enjoys to solve.

 

Ivan’s approach is to leverage his expertise in contact centre technologies and technology in general, as the means to deliver on customer experience goals and business results his clients are looking for.

 

Kevin Hornidge, Sr. Director, Intelligent Automation and Innovation

RBC

Kevin is a business technologist specializing in Intelligent Automation – Artificial Intelligence, Robotic Automation, Big Data and Process Design. Kevin leads delivery at RBC to incubate solutions and deploy at scale to transform client and employee experiences across service and fulfillment.   Kevin is a proven people leader who inspires groups across the business and IT organizations to achieve amazing results through innovation, design thinking and creativity.  He has a background in technology, data, process and business design.
 

Kevin has added value in all parts of contact centres, domestic operations allowing him the ability to  provide a unique perspective of global business development, big data design thinking, collaborative delivery and a track record of business transformation.”
 

Previous to RBC Kevin worked for many organizations across the Canada, US and internationally in both start up tech companies to large Fortune 500 organizations specializing in driving customer centricity and employee engagement.
 
Kevin has a passion for change leadership, people building and developing programs to drive client experience, efficiency and employee experience building programs to have a complete balance of each and leveraging technology to simplify business for clients and employees.  Kevin is a trusted industry advisor as an Influencer with GTACC.

 

Kevin is married and an active father of two young girls keeping busy with all of their activities. He enjoys spending time with family and friends constantly entertaining at his home in the Glen, tinkering in the garage and is a HOCKEY junkie!

 

Nygel Weishar

CIBC

Nygel’s passion is where digital enthusiasm and client advocacy meet. Throughout his career, he has held an assortment of roles but the common thread has always been digital communications. On a general level, Nygel is a big picture thinker that brings excitement and passion to any project/team he’s fortunate enough to work on. Last year he started the Digital Agent (chatbot) Centre of Excellence and continues to drive the Social Media engagement/analytics strategy forward on behalf of the CIBC/Simplii banks.

 

On a personal note, Nygel prides himself on his growing family and loves spending time with his wife and 2 boys under 3 years old. Otherwise you can expect he’ll have his mind wrapped around something related to sports, technology, science/philosophy, or any generally useless facts.

 

Brad Sellors

Managing Director, Infinite Media

Brad is the driving force behind Infinite Media and the Knowledge Management platform InfiniteKM. Since founding the company in 1994, Brad’s creative vision has been instrumental in designing and developing innovative solutions that enable teams to deliver consistent and compliant sales and service.
 
After studying at the postgraduate level at an Apple Computer Design Center Brad launched InfiniteKM.  He then successfully deployed a variety of key, innovative solutions for Fortune 500 clients in highly regulated industries such as Financial Services, Healthcare and Automotive sectors. His client experiences led to the development of InfiniteKM’s dynamic knowledgebase, e-learning and channel communication tools that provide the foundation for sales and service teams to deliver superior customer experiences in today’s fast paced, ever-changing world. 

 

Vish Walia

Microsoft

Vish Walia is a Dynamic Business Growth Specialist with 11 years of continued success in building strong relationships with C-level executives and coaching and training customers on industry best practices and how to adopt and utilize technology to maximize business outcomes. He is known by customers and colleagues as a ‘Trusted Business Advisor’, dedicated and committed to creating customers for life.
 
Currently, Vish is working with five strategic Microsoft Customers in their digital transformation journey.  His main focus is to provide innovative solutions that deliver business value and  drive adoption.”

 

Dan Stark

Amazon, Business Leader, Amazon Canada

Dan has worked at Amazon in Canada for the past three years with a primary focus on Innovation to help organizations move faster, be more agile and better adjust to their customer needs.  He frequently talks to businesses about Amazon sets a culture and employs mechanisms that drive continuous, customer focused innovation.  

 

Prior to joining Amazon, Dan spent ten years working at Microsoft and started his career at Accenture, working as a Consultant in Financial Services in Canada.  

 

Dan is a Graduate of Wilfrid Laurier University with an Honours Bachelor of Business Administration.  He lives in Toronto with his wife and three boys.

 

Gordon Sexton

Genesys, AI Practice Manager, Strategic Business Consulting - NA

 

Gordon Sexton, AI Practice Manager at Genesys, is a Customer Experience Technology expert and evangelizer with over 20 years of experience. He has been a thought leader in the domain and has assisted Financial Institutions, Federal Government Agencies, and leading Telco’s in the planning and execution of their enterprise CX strategy.

 

His cross-disciplinary focus has allowed him to bridge the gaps between Business Objectives, Enterprise Architecture, and Operational demands, thus providing unique insights into the challenges of today as well as the solutions of tomorrow.”

 

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