When
June 18, 2019
11:00 AM - 12:00 PM ET
Where
Online
The Bottom Line of Stitching Brand, Customer, and Employee Experience in Order to Drive Differentiation
Whether you are an experienced CX professional, or just building your CX muscle, you undoubtedly recognize that key to successful CX transformation is seamlessly connecting Brand, Customer and Employee experience. This requires building a CX strategy that is differentiating, uniquely yours, and developing a culture change roadmap that ensures customer-centricity becomes a way of being for every employee, partner and leader in your organization.
Join John Dumo, Vice President, Customer Experience at Softchoice, and Morana Bakula, Vice President, Customer Experience, at Bond Brand Loyalty to learn how to:
- Create a common and shared experience culture vision
- Develop a culture change plan that is uniquely yours (representative of your brand and your people)
- Implement tactics that capture minds, hearts and drive business outcomes
John Dumo
Vice President, Customer Experience
Softchoice
John started his Softchoice career more than 20 years ago as an IT developer, and progressed through increasingly senior leadership roles across a variety of departments including IT, Purchasing, Operations and Business Transformation. John now heads the Customer Experience Office at Softchoice which leads cross-functional efforts to better understand our customers’ evolving needs. They are also responsible for improvement programs and new initiatives that close the gap between customers’ experiences and their expectations.
John is a Lean Six Sigma Black Belt and was recently awarded with a Certified Customer Experience Professional (CCXP) designation from CXPA. He is an educator and mentor, teaching classes both at Softchoice and the U of T. John is an active member of the Softchoice Cares community helping bridge the digital divide for those in need.
Morana Bakula
Vice President, Customer Experience
Bond Brand Loyalty
Morana leads Bond’s Customer Experience practice which includes a multidisciplinary team of Customer Experience Strategists, Learning Strategists, Instructional Designers and Project Managers. Morana is a trusted client adviser and an award-winning learning professional with 10 years of experience architecting strategic learning and motivation solutions while bringing tremendous passion and commitment to helping our clients deliver a sustained differentiated customer experience.
Morana has deep experience across industry sectors, including pharmaceutical, financial services, insurance, retail, consumer and packaged goods and hospitality, and has worked with some of the world’s most recognized brands including Janssen, Roche, KPMG, American Express, Nestle, PepsiCo, AB InBev and BlackBerry. Morana has a BA (Hons) in Philosophy and English. She is also a certified Instructional Technologist (Centre for Effective Performance), and is certified in Strategic Change Leadership (Rotman School of Business).
