03/30/2022 17:00:00
1:00PM - 2:00PM ET Exclusive Experience

Business Casing CX: Defining ROI

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Jennifer Lang, CM
VP Customer Experience, Innovation & Insights
TD Bank Group

Jenn Lang leads enterprise customer experience, innovation, and consumer insights at TD. In this role, she is accountable for TD's overarching CX enterprise vision and strategy, the management and integrity of TD's CX measurement programs, the ongoing evolution of CX capabilities, CX Journey Mapping, and CX insights and analytics.

Jennifer's mandate in this role is to instigate and inspire a forward-thinking Customer centric culture across the Enterprise (CA and US) and to act as the unapologetic voice of the customer to deliver a world class customer experience and to drive short and long-term business growth for the organization.
 
Prior to joining TD, Jennifer worked in Media and Broadcast and Insights and Research Consulting.


Ursula Green, CM
VP, Customer Experience 
Halmyre Strategy Inc.

Ursula Green is the VP, Customer Experience at Halmyre. Ursula is a 25-year veteran of branding, digital marketing, direct and engagement marketing and customer experience. She has the expertise and discipline to conduct primary research, develop journey maps and identify service opportunities to ensure your brand’s success. Ursula always starts with your audiences, especially stakeholders, and has the care, patience and dedication to listen to what they need to be successful. Their needs married with what your organization can do to fulfill those needs becomes the true heartbeat of our value proposition development for your brand strategy.

Ursula holds a Bachelor of Arts from the University of Toronto and is Chartered Marketer.


Lesley Haibach, CM

EVP, Service Line Leader – Customer Experience
Ipsos Canada

Lesley Haibach is an Executive Vice President with Ipsos Canada. With over 20 years market research experience, Lesley has assisted some of North America’s largest organizations design, develop and implement ongoing customer experience measurement programs and employee engagement programs geared to catapulting satisfaction and loyalty, improving sales and ultimately corporate profitability.  This expertise extends to service design and journey-based research, helping companies as they navigate the omni-channel journey in an increasingly digital world. Currently, Lesley leads the Customer Experience Division of Ipsos Canada and she holds both her Chartered Marketer (CM) and CAIP (Certified Analytics & Insights Professional) designations.
speaker

Ursula Green, CM

VP, Customer Experience

Halmyre Strategy Inc.

speaker

Lesley Haibach, CM

EVP, Service Line Leader – Customer Experience

Ipsos Canada

speaker

Jenn Lang, CM

VP Customer Experience, Innovation & Insights

TD Bank Group


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