Omnichannel KPIs: Best Practices for improving Customer Experience

  • 28 Nov 2017
  • 6:00 PM - 8:00 PM
  • Pivotal Labs, 1 Toronto St, 11th Floor, Downtown Toronto

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Multiple presenters will help bring to life how to use KPIs to drive understanding of customer experience in a truly omnichannel way. With that understanding and transparency of how we are doing we can focus on often broken experiences between digital and non-digital channels as well as within the channels themselves.

Nicole Diamond is the Senior Manager of Omni-Channel Journey Design & Delivery, and was formally a Senior Strategy Manager at Telus. Previously she was Co-Founder and CEO of Kinimi, and a Manager at Accenture, as well as previous positions. She is also currently a Member of the Board of Directors for JVS Toronto. Nicole holds an MBA in Strategy from the University of British Columbia

Charles Dimov

Charles Dimov is currently Marketing & Insights Director for OrderDynamics, and has previously held positions as Director of Product & Digital Marketing for Strategy D, Director of Digital Product Marketing for ADP, VP for Marketing and Sales at McGraw-Hill Ryerson, and Chief of Staff / Sr. Manager, Strategy / Product Marketing & Sales at HP Enterprise. Charles holds a B.A. in Business Economics, M.A.Sc. in Management Sciences, and B.A.Sc. in Electrical & Computer Engineering, all from the University of Waterloo. Charles is also the former President of the TPMA, having spent several key years building our institution to what it is today.

Jan Kotowski is currently the Head of Product at Tulip Retail. Previously he held the VP of Product position at Chango/Rubicon Project, and Director of Product at Marketwire as well as Senior Product Management positions at NetIQ and Novell. Jan has a degree in Computer Science, Math from the University of Waterloo.

Justin Ing is currently a Digital Product Manager with Holt Renfrew, and is developing their strategic Omni-channel and digital goals to redefine customer engagement and enterprise technology. He was previously a Business System Analyst at Indigo and an IT Analyst at McKinsey & Company. Since starting his career in technology, his passion for all things digital was strengthened with a technical and analytical mindset. It has lead to exciting projects in the retail landscape in the front and back of house. Having studied at Univerity of Western, Ryerson University and University of Toronto, he's always trying to increase his knowledge as Business Analyst, Product Manager and as a leader.

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