When
Wednesday, February 13, 2019
1:00 PM - 5:30 PM

Where
EY Tower
100 Adelaide St W
Suite 2100
Toronto, ON M5H 0E2

Description
CXPA Toronto Network is delighted to host our first event of 2019 featuring two fabulous practitioners.

Doug Fry, Senior Director, National Operations at McDonald's will share McDonald’s journey to elevate the customer experience and break through barriers to evolve corporate culture, technology, and internal processes.


About Doug Fry:
Doug is a strategic executive leader with over 20 years of success in building & elevating CPG brands like Kraft & restaurant brands like Cara's Milestone's, Kelsey's and Montana's and now McDonald's. He has a background in Strategy, Customer Experience & Hospitality, Sales, Marketing, Operations, Purchasing, & Change Management.

At a Strategy & Operations Executive at McDonald’s, Doug has been the architect of the evolution of the Guest Centric corporate culture & business strategy; launching a myriad of initiatives that are yielding record results. Based on this success, he is now collaborating with other Global Markets on their Hospitality, Operations & Service strategies.

While he's travelled the world extensively, Toronto is home for Doug, his wife Julie and their two kids.

John Dumo, VP Customer Experience at Softchoice will discuss how CX in the B2B space is just like B2C, but different. Business-to-Business companies have always focused on innovative products and services as their key differentiator, but new technology coupled with the speed & ease with which one organization can clone another’s offering means B2B companies can no long differentiate on what they deliver. Customers’ B2C experience is driving B2B expectations and it is truer than ever that your competition is your customers’ last best experience. In an era where customers have so many choices and the cost to switch is negligible, focus on CX has become a strategic priority. Today we will talk about Softchoice - a 30-year technology solutions & services company, going back to its roots on CX as its key differentiator.


About John Dumo:
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.

He lives in Toronto with his wife and their two children.

RSVP now to secure your spot. Space is limited for this event.

Agenda:
1:00 - 1:30 Registration and networking
1:30 - 1:40 Welcome
1:40 - 2:40 Doug Fry's presentation
2:40 - 3:10 Networking break
3:10 - 4:10 John Dumo's presentation
4:10 - 4:20 Wrap up and survey
4:20 - 5:30 Networking and cocktails

Parking
Available in the building, access off Sheppard St (east side of building) for $5 per ½ hour or $32/day (7am-6pm). Alternative parking at City Hall (easy 5-10 min walk). Closest TTC station is St Andrew. Union Station just a 10 min walk through the PATH.

Thank you to our Event Sponsors!