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April 18, 2017 Dinner and Discussion

“The Customer Experience Economy” presented by Derek Bildfell

The Toronto Chapter participated in an enlightening and entertaining evening that included a presentation by Derek Bildfell.  Derek led a discussion on the latest trends, strategic impacts and CIO/IT challenges spawned by the emergent “Customer or User Experience Economy”.

The importance of managing all forms of a Customer’s Experience (CX) cannot be overstated.  Exceptionally, managing the people, processes and technologies that impact, sustain and render experiences to internal and external customers has become a central competitive issue for many organizations.  CX is also becoming a major component of performance and pay.  For example in February 2017 Sun Life announced that 25% of the incentive program for all employees worldwide will be based on client feedback.

 

Derek shared his extensive experience to help CIO/IT leaders learn to contribute to CX performance by focusing attention on:

      Past and present trends driving the CX theme for businesses

      Importance of CX performance for achieving business results

      The current full scope of what “Customer Experience” means

      Core capabilities like “Closed Loop CX Performance Management

      The need for both Personal & Digital Customer Journey Maps

      Implications for CIO/IT Leaders and their Executive partners

 

Biography:

Derek Bildfell is a Strategic Management & Customer Experience Architect with Acceleration Strategy (www.accelerationstrategy.com). He is also the Toronto Ambassador for the Customer Experience Professionals Association (www.CXPA.org

 

Derek has led both the strategies and the operational execution teams in designing Closed Loop customer engagement models for US and Canadian multinationals. This has included eight years of Customer Experience Leadership for TD Bank where he achieved outstanding continuously improved Net Promoter Score results impacting compensation of 83,000 staff members through improved customer service. He has also provided leadership to the $2.1 Billion expansion of IBM’s Application Development Portfolio, which required a deep expertise in the Rational Unified Process.  

 

He is a graduate of Queens University in Applied Science and holds an MBA from Duke University, and serves as the President of the Toronto Chapter of the Customer Experience Professionals Association.

 

Location: National Club, 303 Bay Street, Toronto

 

Presentation:

20170412_The_Case_for_CXM_20.pdf


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February 21, 2017 Dinner and Discussion

“17 Ideas for Exceptional Leadership” presented and moderated by Karen Hanna

The Toronto Chapter enjoyed an enlightening and entertaining evening with executive coach Karen Hanna. Karen shared ideas for transcending one’s professional foundation and contributing across the business. Concepts that were covered included:

• Convening and intervening

 2:1 communication approach

 Influence and authority intersection

 Talent/Trouble®Matrix

 Achieving the invisible profession 

  as well as several other key leadership concepts  . . . 

 

Karen is an executive coach and advisor with global experience in general management, sales and marketing, and human resource leadership. She leads TKB Hanna & Associates Ltd. in providing board and team strategy development and coaching services to senior executives and high potential leaders.

She completed the Fielding Graduate School Evidence Based Coaching Certification Program, has the PCC designation through ICF and is a Kolbe Certified Coach.  She is authorized to use multiple Discovery Learning instruments and business simulations and is a member of the Global Speaker’s Federation and Canadian Association of Professional Speakers. 

Karen has also partnered with Innovative Pathways to develop the Talent/TroubleMatrix®, and continues to design and release tools to support client growth

We would encourage anyone interested in experiencing Karen’s thought leadership about their personal career journey or organizational challenges to contact her directly. You will not be disappointed and will benefit greatly from her coaching insights (www.tkbhanna.com).

 

Location: National Club, 303 Bay Street, Toronto

 

 

 

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November 22, 2016 Dinner & Discussion

“The Journey to Zero Infrastructure” a round-table discussion moderated by Joe Bruhin the CIO of Constellation Brands* 

Joe lives in Rochester New York and is a veteran of the beverage alcohol industry. He has 30 years of experience in technology, strategy and business operations. Joe has served as Vice President of Information Systems at Diageo, where he was responsible for technology vision, strategy, and business process and systems solutions for the North American business. Prior to joining Diageo in 1996, Joe worked at The Hartford Insurance Company.

Joe is also a member of the SIM International Board of Directors, serving as is the Chapter Representative for: Albany, Central Florida, Detroit, Minnesota, Northeast Ohio, Research Triangle Park, South Florida, Toronto and Western NY.

He is co-founder of the SIM Western New York chapter, where he currently serves as both Vice President & Programs Co-Chair, is a graduate of the SIM Regional Learning Forum (RLF) and a long-standing member of the SIM Advanced Practices Council (APC).  Joe earned his undergraduate as well as his Master of Business Administration degrees from the University of Connecticut.

*Constellation Brands is the world’s leading premium wine company and the owner of the Modelo family of beers (including Modelo Especial, Negro Modelo, Victoria, Pacifico and Corona – the number one beer imported to the United States).  Constellation Brands has operations in Canada and the United States.

 

Location: National Club, 303 Bay Street, Toronto

 

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April 19, 2016 Dinner & Discussion

“The CIO Career Journey” - a facilitated panel discussion that explored experiences and insights from seasoned CIOs on how the CIO role is evolving and how current and aspiring IT leaders need to prepare themselves for the New Reality.

 

Panel members included:

  • Lorena Ferino, CIO Plexxus

  • Sherrif Sheta, CIO Advisor, InnovaCanada, Ex-CIO Baxter International

  • John Westcott, Senior Management Advisor & Ex-CIO Mercedes-Benz Canada & Latin America

Location: National Club, 303 Bay Street, Toronto

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JANUARY 28th, 2016: hosts David Jones and Gajan Wignarajah from Dynatrace facilitate our discussion on the best practices of The Digital User Experience.  

 

 

Digital User Experiences effect almost everything in today's organizations. Few companies need to be sold on the benefits of their digital journey. Research shows that companies have lofty ambitions--they expect digital initiatives to deliver annual growth and major cost efficiencies. Yet despite the substantial investments, few companies are reaching those goals.

Because digital journeys touch every part of an organization, digital programs require unprecedented coordination of people, processes, and technologies based on a clear vision and strategy for how to digitize interactions with customers, monitor performance and capture business value.

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NOVEMBER 18th, 2015: Mark Stone, CIO of Texas A&M University System joins us for a exclusive discussion on “Career Management in the IT Organization of the Future” at the National Club in Toronto.  
 
As we all know, IT’s world is quickly changing and it is important for all of us to have our heads up when it comes to managing our own careers. This discussion will explore the evolving landscape of IT organization and the essential traits and tactics for navigating the IT organization of the future.  The evening will commence with a private reception beginning at 6.00 pm, followed by the dinner and a presentation. There will be ample time for a broad discussion based on Mark’s executive experience and as the author of The Three C’s: A Career Enrichment Primer on Characterizing, Connecting, and Communicating.


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