This is the first webcast in the Customer Experience Maturity Monitor webcast series. Each webcast details country-specific findings based on study results of surveys conducted with business leaders. The series is presented in association with the Peppers & Rogers Group and SAS.
New research from the Peppers & Rogers Group and SAS, the leader in business analytics, details how Canadian companies rate in managing the customer experience across products and services. Based on interviews with senior executives from leading Canadian companies, the Customer Experience Maturity Model provides insights into how far businesses have come – and how far they have to go – in providing customers an exceptional experience.
Most marketers now accept as fait accompli that organizations no longer own their brand. Rather, a brand is how your customers experience it and what they say it is. Organizations with a strong customer orientation, and that deliver a greater customer experience, enjoy a decisive competitive advantage. In this pre-recorded presentation, learn how Canadian companies with a sharp focus on the customer realize competitive differentiation.
Learning Objectives:
- Understand the value of investments in customer experience capabilities.
- Gain insights into the role of technology and business analytics in harnessing information to build more profitable and mutually-valuable experiences with customers.
- Expand perspectives on how pressure for short-term results impacts the ability to implement long-term strategies.
- Learn how small changes in strategy can yield significant upside in business results.
- Uncover the role culture plays in any customer-facing initiatives.
Intended Audience and Level of Understanding:
This seminar is for business leaders responsible for guiding their company to transform strategy into execution through the application of proven customer intelligence practices.
About Dawn Marchand, Cameron Dow, Tony Matos, and moderator Jeff Gilleland
Dawn Marchand has been with Manulife Financial (John Hancock in the U.S.) for nine years and is currently AVP of Sponsor Marketing at Affinity Markets. In this role, Marchand oversees account management, business development, marketing and product for over 150 sponsor programs including professional associations, alumni and retiree groups and retailers. A marketing specialist in the financial services industry for over 20 years, Marchand has held progressively senior positions with the Canadian Securities Institute, KPMG and the Canadian Shareowners Association. She is a member of both the Canadian Marketing Association (CMA) and the American Marketing Association (AMA). She currently sits on the Board of Directors for the CMA and is Chair of the CMA’s Integrated Marketing and Customer Experience Council.
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Cameron Dow is the Vice President of Marketing for SAS operations in Canada and Latin America. As head of marketing, Dow is responsible for growing SAS' market share in targeted industries through the development and execution of the go-to-market strategy. He is also a key contributor to the overall business strategy for the SAS subsidiaries.
Prior to his current post, Dow was the Head of Solutions Marketing, responsible for product and field support strategy in Canada. Prior to SAS, he was a senior analyst at International Data Corporation (IDC) in Toronto where he was responsible for IDC Canada's software market research and related consulting services. In this role he conducted comprehensive, large-scale primary research into key areas of the Canadian IT market, such as application outsourcing, customer relationship management, and application service providers. In addition, he assisted leading software vendors with market planning and sales and marketing strategy. Dow is a graduate of York University in Toronto.
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Tony Matos is a Principal Solutions Specialist at SAS Canada. His focus is the promotion and education of SAS’ Customer Intelligence Solutions, enabling organizations to deepen their customer insight, engage their customers and deliver a platform for continuous learning. Matos brings over 14 years of experience from a financial services IT environment while working at Canada Trust. He has spent the last 11 years in senior roles within the business intelligence and CRM enterprise solution market place.
Matos has been involved in successful implementations of business intelligence, CRM, marketing automation, campaign management, data warehousing, data management, data mining and analytics, providing him with an objective view of these various markets and how they work together for a complete customer experience. His focus today is on understanding how to implement analytical centric platforms which enable the ready access of information to enrich customer experience.
Jeff Gilleland is Global Strategist for Customer Intelligence Solutions at SAS. Gilleland has over 25 years of experience in building profitable customer franchises for Fortune 500 companies. He has held senior marketing positions within the consumer-packaged-goods, financial services, and technology industries.
Before joining SAS in 2002, Gilleland was responsible for leading the development of legacy Wachovia's CRM strategy, which is regarded as a "best practice" in the financial services industry. Prior to Wachovia, Gilleland held executive marketing positions at RJR/Nabisco and Kayser-Roth Corporation, where he was responsible for building growth strategies based on customer knowledge for some of the largest consumer brands in the world.
Applying his experience in "1-to-1" and "classical" marketing, he offers an informed view on how to build organizational capabilities that enable knowledge-based strategies to increase customer affinity and profitability.
