My core belief is that the employee experience drives the customer experience. When teams believe in their purpose, are inspired by their work and enjoy working together, a job becomes a place we want to be.
I have always been a teacher/facilitator and a jack of all trades. Being naturally curious, I pride myself on the gumption to try something new and embrace missteps or falls. To borrow from Ted Lasso, “Be more curious…… You don’t learn from winning.”
Identifying patterns, synthesizing them and creating an improved outcome is a skillset that enables me to bridge strategy, customer service, marketing and operations…. and ultimately improve the customer experience.
Customer Experience Certified Professional, Marketing, Corporate Culture Change, Master Trainer, Inspiring Speaker, Author, Strategy, Labour Relations, Stakeholder Relations, Data Analytics…and more.My
Day 1: May 28, 2025
3:00 pm
CASE STUDY: CUSTOMER ENGAGEMENT FROM BOOMERS TO GEN Z
Rethink Customer Contact to Drive Cross-Generational Engagement
While 58% of boomers prefer resolving customer service issues over the phone, only 24% of Gen Z customers opt for this method, favouring automated or self-service options instead. Strike the right balance by meeting the demands of a valuable audience while maintaining high quality service for the rest of your customer base. Develop a blueprint to:
- Recognize the importance of designing inclusive and flexible services
- Ensure channels and processes remain relevant amid evolving customer expectations
- Reframe Gen Z engagement as an opportunity rather than a challenge
Adapt your processes to drive value and meet the changing needs and expectations of customers.
Day 2: May 28, 2023
