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.
About The Speakers
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.
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.
Director Digital Transformation, MCAP
Ian is Director, Digital Transformation at MCAP Service Corporation (https://www.mcap.com/), one of Canada’s largest Mortgage Finance Companies.
A contact centre leader and coach for the past 20 years in multiple industries, his dedication towards employee engagement efforts culminated in the achievement of his team’s 2 successive Contact Centre Employer of Choice ‘Gold’ awards at MCAP. His current role has him leading the organization’s transformation efforts to improve the homeowner experience through the leveraging of people, process and technology.
Ian is passionate about the customer experience and the correlation between their satisfaction, and that of the employees that service them.
He currently resides in the Kitchener-Waterloo area with his wife Charlotte, and their 4 children.