As a leader and advocate for customer-centric strategy, design, training, and implementation for 20+ years, my experience started and continues to be centred around helping organizations be amazing at building & sustaining great customer relationships. From my early days at Canada Post, to the Director of Client Services at the Law Society of Upper Canada, I lived through the transition of the service industry into the CX industry. During this time, I drove large-scale, meaningful customer service and CX initiatives across several different organizations and industries that drive tangible results – revenue uplift, process efficiencies, change embracement.
Because I have always been so passionate about helping organizations and people to be successful, I founded CSPN - a leading provider of CX/CS consulting services, L&D solutions, and networking opportunities designed to empower organizations and employees to harness the competitive advantage of delivering an exceptional CX.
CSPN works with organizations to create CS & CX strategies, build customer journey maps, assess and optimize contact centers, as well as create/analyze customer, employee, and industry benchmark surveys. To help guide employees, CSPN designed a Learning Journey that has over 50+ courses on CX/CS, sales, management, leadership, and personal excellence.
Passionate about CX, or looking for advice? Please reach out: firstname.lastname@example.org
Check out the incredible speaker line-up to see who will be joining Dolly.
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