As a former software developer, turned marketer and communicator, and now design leader, my mission is to bridge my technical and design skills to create data-informed, delightful customer experiences.
I have over 18 years experience putting together, leading and scaling high-performing teams in design and technology. I’m experienced in delivering client-focused product visions for both complex and simple products. As a Design Director at RBC, I’m currently empowering multiple teams of designers and leading large transformational work, involving collaboration with cross-functional teams.
Day 1: May 28, 2025
4:00 pm
PRESENTATION: BUILD YOUR CUSTOMER SUCCESS BUSINESS CASE
Beyond Vanity Metrics: Re-thinking Customer Success with Behavioral Insights
Traditional customer success metrics often rely on vanity indicators like NPS, CSAT, and engagement rates which often don’t paint a full picture of customers’ behaviors and attitudes along their customer journey. This talk explores how organizations can shift to focus on behavioural metrics that drive outcomes and provides a narrative-focused framework for sharing your metrics.
Day 2: May 28, 2023
