Linda Hazzan

Director, Communications, Programming & Customer Engagement, Toronto Public Library

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AI Adoption by Canadian companies

Actionable Steps
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Articles Authored by me

What’s on the minds of NFP and social sector marketers?

Feb 15
Tag:Thought Leadership

Articles Authored by me as Council member

The role of AI in customer experience in the retail industry

Aug 06
Tag:CX Tag:Thought Leadership

The evolution of CX

May 03
Tag:Thought Leadership Tag:CX

Knowing when to exceed customer expectations

Jan 15
Tag:Thought Leadership Tag:CX

Personalization at scale

Oct 05
Tag:Thought Leadership Tag:CX

Spotlight on omnichannel experience, Part 3

Aug 18
Tag:CX Tag:Thought Leadership

Spotlight on omnichannel experience, Part 2

Aug 11
Tag:CX Tag:Thought Leadership

Spotlight on omnichannel experience, Part 1

Aug 03
Tag:CX Tag:Thought Leadership

Becoming a customer-first company

Jun 26
Tag:Customer experience Tag:Thought Leadership

The power of CX measurement

Jun 19
Tag:Strategy Tag:CX

Embracing ChatGPT and AI for CX

Apr 21
Tag:Thought Leadership Tag:CX

Entering the era of human experience

Mar 03
Tag:Thought Leadership Tag:CX

How organizational design can impact employee experience

Jul 29
Tag:Thought Leadership Tag:CX

The elevated role of employee experience

Jul 11
Tag:Thought Leadership Tag:CX

How customer and employee experience work together

Jun 27
Tag:Thought Leadership Tag:CX

The impact of today’s trends on customer experience

Apr 01
Tag:Trends Tag:CX

The evolution of NPS 3.0

Jan 13
Tag:Loyalty Tag:Brand

Why ROI of CX is critical for business growth

Jan 12
Tag:Thought Leadership Tag:CX

Creating a customer journey with a sense of discovery and connection

Sep 15
Tag:CX Tag:Thought Leadershhip

The year that changed CX forever, for the better

Jul 05
Tag:Strategy Tag:CX

Getting real about CX + EX

Jun 10
Tag:Strategy Tag:CX

Creating a customer journey with function and emotion

Mar 24
Tag:Strategy Tag:CX

Disruptors vs Incumbents: The Driving Force of Customer Experience Innovation

Feb 06
Tag:Digital Tag:CX

Customer Experience: As Simple as One-Two-Three?

Jan 15
Tag:Strategy Tag:CX

Fundamental Change Required to Improve Customer Experience

Oct 31
Tag:Strategy Tag:CX

CX Design Across High & Low Involvement Options: An Interview with Cineplex (Blog 3 of 3)

Sep 23
Tag:Strategy Tag:CX

CX Design Across High & Low Involvement Options: An Interview with DAVIDsTEA (Blog 2 of 3)

Sep 05
Tag:Strategy Tag:CX

CX Design Across High & Low Involvement Options: Interview with Walmart (Blog 1 of 3)

Aug 14
Tag:Strategy Tag:CX

Is CX Directly Linked to Business Strategy? CX Strategy Series, Blogpost 3

Jul 18
Tag:CX Tag:Strategy

Is CX Directly Linked to Business Strategy? CX Strategy Series, Blogpost 2

Jun 12
Tag:CX Tag:Strategy

Is Customer Experience Directly Linked to Business Strategy?

Apr 25
Tag:CX Tag:Strategy

Customer Experience: Lack of Organizational Culture

Dec 13
Tag:CX

Customer Journey Mapping: Tips and Principles

Jan 03
Tag:Strategy Tag:CX

How digital is reshaping the traditional retail flyer experience

Jul 12
Tag:Digital Tag:Digital Strategy

Communication and Execution are foundational to CX delivery

Jun 21
Tag:Strategy Tag:CX

How Wi-Fi Marketing Increases Loyalty, Sales and Insights in Customer Behaviour

Jun 07
Tag:CX Tag:Digital Strategy

How Augmented Reality is poised to rock our Marketing world

May 10
Tag:Martech Tag:CX

Defining ‘high-value’ services

Jun 04
Tag:CX Tag:Strategy

Customer experience: Change is good…you go first!

May 08
Tag:Strategy Tag:CX

The role of AI in customer experience in the retail industry

Aug 06
Tag:CX Tag:Thought Leadership

The evolution of CX

May 03
Tag:Thought Leadership Tag:CX

Knowing when to exceed customer expectations

Jan 15
Tag:Thought Leadership Tag:CX

Personalization at scale

Oct 05
Tag:Thought Leadership Tag:CX

Spotlight on omnichannel experience, Part 3

Aug 18
Tag:CX Tag:Thought Leadership

Spotlight on omnichannel experience, Part 2

Aug 11
Tag:CX Tag:Thought Leadership

Spotlight on omnichannel experience, Part 1

Aug 03
Tag:CX Tag:Thought Leadership

Becoming a customer-first company

Jun 26
Tag:Customer experience Tag:Thought Leadership

The power of CX measurement

Jun 19
Tag:Strategy Tag:CX

Embracing ChatGPT and AI for CX

Apr 21
Tag:Thought Leadership Tag:CX

Entering the era of human experience

Mar 03
Tag:Thought Leadership Tag:CX

How organizational design can impact employee experience

Jul 29
Tag:Thought Leadership Tag:CX

The elevated role of employee experience

Jul 11
Tag:Thought Leadership Tag:CX

How customer and employee experience work together

Jun 27
Tag:Thought Leadership Tag:CX

The impact of today’s trends on customer experience

Apr 01
Tag:Trends Tag:CX

The evolution of NPS 3.0

Jan 13
Tag:Loyalty Tag:Brand

Why ROI of CX is critical for business growth

Jan 12
Tag:Thought Leadership Tag:CX

Creating a customer journey with a sense of discovery and connection

Sep 15
Tag:CX Tag:Thought Leadershhip

The year that changed CX forever, for the better

Jul 05
Tag:Strategy Tag:CX

Getting real about CX + EX

Jun 10
Tag:Strategy Tag:CX

Creating a customer journey with function and emotion

Mar 24
Tag:Strategy Tag:CX

Disruptors vs Incumbents: The Driving Force of Customer Experience Innovation

Feb 06
Tag:Digital Tag:CX

Customer Experience: As Simple as One-Two-Three?

Jan 15
Tag:Strategy Tag:CX

Fundamental Change Required to Improve Customer Experience

Oct 31
Tag:Strategy Tag:CX

CX Design Across High & Low Involvement Options: An Interview with Cineplex (Blog 3 of 3)

Sep 23
Tag:Strategy Tag:CX

CX Design Across High & Low Involvement Options: An Interview with DAVIDsTEA (Blog 2 of 3)

Sep 05
Tag:Strategy Tag:CX

CX Design Across High & Low Involvement Options: Interview with Walmart (Blog 1 of 3)

Aug 14
Tag:Strategy Tag:CX

Is CX Directly Linked to Business Strategy? CX Strategy Series, Blogpost 3

Jul 18
Tag:CX Tag:Strategy

Is CX Directly Linked to Business Strategy? CX Strategy Series, Blogpost 2

Jun 12
Tag:CX Tag:Strategy

Is Customer Experience Directly Linked to Business Strategy?

Apr 25
Tag:CX Tag:Strategy

Customer Experience: Lack of Organizational Culture

Dec 13
Tag:CX

Customer Journey Mapping: Tips and Principles

Jan 03
Tag:Strategy Tag:CX

How digital is reshaping the traditional retail flyer experience

Jul 12
Tag:Digital Tag:Digital Strategy

Communication and Execution are foundational to CX delivery

Jun 21
Tag:Strategy Tag:CX

How Wi-Fi Marketing Increases Loyalty, Sales and Insights in Customer Behaviour

Jun 07
Tag:CX Tag:Digital Strategy

How Augmented Reality is poised to rock our Marketing world

May 10
Tag:Martech Tag:CX

Defining ‘high-value’ services

Jun 04
Tag:CX Tag:Strategy

Customer experience: Change is good…you go first!

May 08
Tag:Strategy Tag:CX

AI’s transformative power in marketing

Jul 05
Tag:Marketers Tag:Thought Leadership

How charities can utilize emergency campaigns

Jun 12
Tag:Not for Profit Tag:Thought Leadership

NFP Council’s summer 2023 reading list

May 12
Tag:Marketers Tag:NFP

Competition versus collaboration

Feb 16

Examining quiet quitting in the NFP sector

Dec 28
Tag:Talent Tag:Thought Leadership Tag:NFP

Effective collaboration with diverse stakeholders: lessons learned

Sep 23
Tag:Thought Leadership Tag:NFP

The importance of collaboration: continued

Sep 08
Tag:Thought Leadership Tag:NFP

Effective collaboration with diverse stakeholders

Aug 29
Tag:Thought Leadership Tag:NFP

Reflecting the communities we serve

Jul 21
Tag:Thought Leadership Tag:NFP

Strategic use of research in NFP marketing

Jun 10
Tag:Thought Leadership Tag:NFP

What’s on the minds of NFP and social sector marketers?

Feb 15
Tag:Thought Leadership

Communicating and measuring impact

Jul 21

Driving success through partnerships: Marketing and sustainable development

Jun 17
Tag:CSR Tag:Strategy

How Sun Life is leveraging the UN Sustainable Development Goals

May 26
Tag:CSR Tag:Strategy

The UN Sustainable Development Goals: An introduction for marketers

May 12
Tag:Strategy Tag:CSR

The role of marketing in legacy giving

Apr 22

Unexpected partnerships lead to spectacular results

Jan 05
Tag:NFP Tag:Strategy

Fighting poverty amidst coronavirus requires unity for recovery

Aug 14
Tag:NFP Tag:Strategy

How do you reach consumers and donors during a pandemic?

May 27
Tag:NFP Tag:Brand

Taking a look at cause marketing: Principles and keys to success

May 21
Tag:Strategy Tag:NFP

How an art museum became a challenger brand

Feb 13
Tag:NFP Tag:Brand

Measuring Impact and Social Return on Investment

Feb 28
Tag:NFP Tag:Insights

How can partnerships be showcased through experiences?

Nov 22
Tag:Strategy Tag:NFP

How to Adopt Segmentation for Your Customer Journey: A Primer for NFPs

Jun 27
Tag:CX Tag:NFP

Constituent Experience: Progress vs Perfection

Apr 03
Tag:NFP Tag:CX

Innovation in NFP sector an oxymoron?

Feb 06
Tag:NFP Tag:Strategy

AI’s transformative power in marketing

Jul 05
Tag:Marketers Tag:Thought Leadership

How charities can utilize emergency campaigns

Jun 12
Tag:Not for Profit Tag:Thought Leadership

NFP Council’s summer 2023 reading list

May 12
Tag:Marketers Tag:NFP

Competition versus collaboration

Feb 16

Examining quiet quitting in the NFP sector

Dec 28
Tag:Talent Tag:Thought Leadership Tag:NFP

Effective collaboration with diverse stakeholders: lessons learned

Sep 23
Tag:Thought Leadership Tag:NFP

The importance of collaboration: continued

Sep 08
Tag:Thought Leadership Tag:NFP

Effective collaboration with diverse stakeholders

Aug 29
Tag:Thought Leadership Tag:NFP

Reflecting the communities we serve

Jul 21
Tag:Thought Leadership Tag:NFP

Strategic use of research in NFP marketing

Jun 10
Tag:Thought Leadership Tag:NFP

What’s on the minds of NFP and social sector marketers?

Feb 15
Tag:Thought Leadership

Communicating and measuring impact

Jul 21

Driving success through partnerships: Marketing and sustainable development

Jun 17
Tag:CSR Tag:Strategy

How Sun Life is leveraging the UN Sustainable Development Goals

May 26
Tag:CSR Tag:Strategy

The UN Sustainable Development Goals: An introduction for marketers

May 12
Tag:Strategy Tag:CSR

The role of marketing in legacy giving

Apr 22

Unexpected partnerships lead to spectacular results

Jan 05
Tag:NFP Tag:Strategy

Fighting poverty amidst coronavirus requires unity for recovery

Aug 14
Tag:NFP Tag:Strategy

How do you reach consumers and donors during a pandemic?

May 27
Tag:NFP Tag:Brand

Taking a look at cause marketing: Principles and keys to success

May 21
Tag:Strategy Tag:NFP

How an art museum became a challenger brand

Feb 13
Tag:NFP Tag:Brand

Measuring Impact and Social Return on Investment

Feb 28
Tag:NFP Tag:Insights

How can partnerships be showcased through experiences?

Nov 22
Tag:Strategy Tag:NFP

How to Adopt Segmentation for Your Customer Journey: A Primer for NFPs

Jun 27
Tag:CX Tag:NFP

Constituent Experience: Progress vs Perfection

Apr 03
Tag:NFP Tag:CX

Innovation in NFP sector an oxymoron?

Feb 06
Tag:NFP Tag:Strategy

AI’s transformative power in marketing

Jul 05
Tag:Marketers Tag:Thought Leadership

How charities can utilize emergency campaigns

Jun 12
Tag:Not for Profit Tag:Thought Leadership

NFP Council’s summer 2023 reading list

May 12
Tag:Marketers Tag:NFP

Competition versus collaboration

Feb 16

Examining quiet quitting in the NFP sector

Dec 28
Tag:Talent Tag:Thought Leadership Tag:NFP

Effective collaboration with diverse stakeholders: lessons learned

Sep 23
Tag:Thought Leadership Tag:NFP

The importance of collaboration: continued

Sep 08
Tag:Thought Leadership Tag:NFP

Effective collaboration with diverse stakeholders

Aug 29
Tag:Thought Leadership Tag:NFP

Reflecting the communities we serve

Jul 21
Tag:Thought Leadership Tag:NFP

Strategic use of research in NFP marketing

Jun 10
Tag:Thought Leadership Tag:NFP

What’s on the minds of NFP and social sector marketers?

Feb 15
Tag:Thought Leadership

Communicating and measuring impact

Jul 21

Driving success through partnerships: Marketing and sustainable development

Jun 17
Tag:CSR Tag:Strategy

How Sun Life is leveraging the UN Sustainable Development Goals

May 26
Tag:CSR Tag:Strategy

The UN Sustainable Development Goals: An introduction for marketers

May 12
Tag:Strategy Tag:CSR

The role of marketing in legacy giving

Apr 22

Unexpected partnerships lead to spectacular results

Jan 05
Tag:NFP Tag:Strategy

Fighting poverty amidst coronavirus requires unity for recovery

Aug 14
Tag:NFP Tag:Strategy

How do you reach consumers and donors during a pandemic?

May 27
Tag:NFP Tag:Brand

Taking a look at cause marketing: Principles and keys to success

May 21
Tag:Strategy Tag:NFP

How an art museum became a challenger brand

Feb 13
Tag:NFP Tag:Brand

Measuring Impact and Social Return on Investment

Feb 28
Tag:NFP Tag:Insights

How can partnerships be showcased through experiences?

Nov 22
Tag:Strategy Tag:NFP

How to Adopt Segmentation for Your Customer Journey: A Primer for NFPs

Jun 27
Tag:CX Tag:NFP

Constituent Experience: Progress vs Perfection

Apr 03
Tag:NFP Tag:CX

Innovation in NFP sector an oxymoron?

Feb 06
Tag:NFP Tag:Strategy

AI’s transformative power in marketing

Jul 05
Tag:Marketers Tag:Thought Leadership

How charities can utilize emergency campaigns

Jun 12
Tag:Not for Profit Tag:Thought Leadership

NFP Council’s summer 2023 reading list

May 12
Tag:Marketers Tag:NFP

Competition versus collaboration

Feb 16

Examining quiet quitting in the NFP sector

Dec 28
Tag:Talent Tag:Thought Leadership Tag:NFP

Effective collaboration with diverse stakeholders: lessons learned

Sep 23
Tag:Thought Leadership Tag:NFP

The importance of collaboration: continued

Sep 08
Tag:Thought Leadership Tag:NFP

Effective collaboration with diverse stakeholders

Aug 29
Tag:Thought Leadership Tag:NFP

Reflecting the communities we serve

Jul 21
Tag:Thought Leadership Tag:NFP

Strategic use of research in NFP marketing

Jun 10
Tag:Thought Leadership Tag:NFP

What’s on the minds of NFP and social sector marketers?

Feb 15
Tag:Thought Leadership

Communicating and measuring impact

Jul 21

Driving success through partnerships: Marketing and sustainable development

Jun 17
Tag:CSR Tag:Strategy

How Sun Life is leveraging the UN Sustainable Development Goals

May 26
Tag:CSR Tag:Strategy

The UN Sustainable Development Goals: An introduction for marketers

May 12
Tag:Strategy Tag:CSR

The role of marketing in legacy giving

Apr 22

Unexpected partnerships lead to spectacular results

Jan 05
Tag:NFP Tag:Strategy

Fighting poverty amidst coronavirus requires unity for recovery

Aug 14
Tag:NFP Tag:Strategy

How do you reach consumers and donors during a pandemic?

May 27
Tag:NFP Tag:Brand

Taking a look at cause marketing: Principles and keys to success

May 21
Tag:Strategy Tag:NFP

How an art museum became a challenger brand

Feb 13
Tag:NFP Tag:Brand

Measuring Impact and Social Return on Investment

Feb 28
Tag:NFP Tag:Insights

How can partnerships be showcased through experiences?

Nov 22
Tag:Strategy Tag:NFP

How to Adopt Segmentation for Your Customer Journey: A Primer for NFPs

Jun 27
Tag:CX Tag:NFP

Constituent Experience: Progress vs Perfection

Apr 03
Tag:NFP Tag:CX

Innovation in NFP sector an oxymoron?

Feb 06
Tag:NFP Tag:Strategy

AI’s transformative power in marketing

Jul 05
Tag:Marketers Tag:Thought Leadership

How charities can utilize emergency campaigns

Jun 12
Tag:Not for Profit Tag:Thought Leadership

NFP Council’s summer 2023 reading list

May 12
Tag:Marketers Tag:NFP

Competition versus collaboration

Feb 16

Examining quiet quitting in the NFP sector

Dec 28
Tag:Talent Tag:Thought Leadership Tag:NFP

Effective collaboration with diverse stakeholders: lessons learned

Sep 23
Tag:Thought Leadership Tag:NFP

The importance of collaboration: continued

Sep 08
Tag:Thought Leadership Tag:NFP

Effective collaboration with diverse stakeholders

Aug 29
Tag:Thought Leadership Tag:NFP

Reflecting the communities we serve

Jul 21
Tag:Thought Leadership Tag:NFP

Strategic use of research in NFP marketing

Jun 10
Tag:Thought Leadership Tag:NFP

What’s on the minds of NFP and social sector marketers?

Feb 15
Tag:Thought Leadership

Communicating and measuring impact

Jul 21

Driving success through partnerships: Marketing and sustainable development

Jun 17
Tag:CSR Tag:Strategy

How Sun Life is leveraging the UN Sustainable Development Goals

May 26
Tag:CSR Tag:Strategy

The UN Sustainable Development Goals: An introduction for marketers

May 12
Tag:Strategy Tag:CSR

The role of marketing in legacy giving

Apr 22

Unexpected partnerships lead to spectacular results

Jan 05
Tag:NFP Tag:Strategy

Fighting poverty amidst coronavirus requires unity for recovery

Aug 14
Tag:NFP Tag:Strategy

How do you reach consumers and donors during a pandemic?

May 27
Tag:NFP Tag:Brand

Taking a look at cause marketing: Principles and keys to success

May 21
Tag:Strategy Tag:NFP

How an art museum became a challenger brand

Feb 13
Tag:NFP Tag:Brand

Measuring Impact and Social Return on Investment

Feb 28
Tag:NFP Tag:Insights

How can partnerships be showcased through experiences?

Nov 22
Tag:Strategy Tag:NFP

How to Adopt Segmentation for Your Customer Journey: A Primer for NFPs

Jun 27
Tag:CX Tag:NFP

Constituent Experience: Progress vs Perfection

Apr 03
Tag:NFP Tag:CX

Innovation in NFP sector an oxymoron?

Feb 06
Tag:NFP Tag:Strategy

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