The State of Experience in Canada

In the summer of 2021, Medallia and IPSOS Canada surveyed over 300 Experience professionals and 2000 Canadian consumers to understand the challenges and implications of COVID-19 on Canadian businesses, how organizations are prioritizing experience initiatives, as well as understanding the role customer experience plays in consumer buying decisions.

By really understanding the customer and their journey, organizations can create more personalized experiences both digitally as well as in those key moments of truth that may still involve human interaction.

Listen as a panel of customer experience dissect (French translation also available):

• How are organizations adapting and innovating to remain competitive
• How are organizations consolidating and interpreting mass amounts of customer data
• Using data to predict and alert businesses to potential churn risks
• Delivering a consistent omni-channel experience to remain competitive

Panelists include:

Jean-François Dorval - VP of Customer Experience at National Bank of Canada

Melissa Zaino - Director Customer Experience at Bath Fitter

Lesley Haibach - EVP, Customer Experience at IPSOS

Manoj Jasra - Chief Digital Officer & CMO at Northland Properties

Corby Fine - VP Digital at Bell Canada

Shannon Katschilo - GM Medallia Canada