Design Thinking Applied in the Contact Center Space

Wednesday, March 30 | Virtual Webinar

A day in a life of a contact centre transformation: how design thinking moved us from "the sky is falling" to "we've got this". Come join this interactive workshop where your peers can share and discuss lessons learned and ideas.

Customer Service
Time & Location

March 30, 1:00 PM - 2:00 PM

Virtual Webinar

About The Event

A day in a life of a contact centre transformation: how design thinking moved us from "the sky is falling" to "we've got this". Come join this interactive workshop where your peers can share and discuss lessons learned and ideas.

About The Speakers
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Vanessa Nicholson

Director, Advice Centre Innovation & Transformation, RBC Advice Centres

Vanessa is an authentic and transparent leader with deep contact centre and workforce management expertise. She has built her successful career working across diverse industries - automotive, telecommunications, retail & financial - for highly matrixed and global organizations.   Known as a disruptor who brings thought-leadership to any situation, she maximizes the intersection of technology, people, data, and innovation to craft business and technology strategies to progressively improve both the agent and client experience.  She is an ardent supporter of reciprocal mentorship with a genuine collaborative spirit. Outside of work, Vanessa can be found on her farm, just outside of Toronto with her husband, tending to her three growing boys, her fields, and her honeybees.

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Lucy Villaflores

Director, Strategy & Transformation, Contact Centre Technology, RBC

Lucy Villaflores leads the Contact Centre Technology Strategy and Transformation at RBC.  She has over 18 years experience in the Contact Centre space, across various roles in Tech & Business strategy, consulting, innovation, product management and operations.  Prior to RBC, she worked on many large Contact Centre transformation projects at IBM, for various clients including Bell, BMO and Rogers.