Derek has designed, architected, built and managed at least 22 customer experience programs with unique niche requirements to drive a business outcome, not a simple metric measurement.
Derek architected the CX Management system for a $10 Billion agribusiness that, to this day, is used around the world.
Prior to Acceleration Strategy, Derek was a Managing Partner of Greenwich Associates which developed and oversaw the CX programs for many financial institutions. We developed the TD Bank Customer Experience programs that eventually drove the compensation for 83,000 employees across 77 lines of business. We developed the first financial services based closed-loop customer experience management process in 2009 which helped solidified TD's reputation for many years.
Derek's earlier career was with IBM where he was an executive in the SW Sales and Marketing division.
Derek's management dogma is a result of training at IBM, Harvard, Duke and ongoing development with The Executive Committee in Canada.
His values reflect his life in Canada as a family man. Respect, integrity, technical courage, social and environmental responsibility.
Derek has achieved all Qualtrics Customer Experience based training and certifications.
A Senior Customer Experience & Loyalty Marketing Consultant and a Principal with ASI, she specializes in creating data-rich Customer Personas, Journey Maps, CX & Loyalty Marketing Strategies that help clients keep more of their best customers, attract more like them, and get more for their marketing and operations budgets.
Sandra's built her deep expertise in customer strategies over decades of working with clients across 15+ industries such as Financial Services, QSR, Retail, Telco, Gaming & Entertainment, Schools, Automotive, Utilities/HVAC, Fuel, Senior Care, Postal Services, Fleet Management, Travel/Tourism, Charities and more. She is a Certified Customer Experience Professional (CCXP), a Qualtrics Certified Experience Management Scientist (XMS), a Temkin-trained Customer Journey Mapper, and a Customer Experience Professional Association Board Member for the Toronto Network.
As Client Director, Matthew ensures our programs are delivering the insights our clients need. He specializes in the analysis and reporting of the data we collect. He’s developed this expertise using his bachelor’s degree in Economics from Wilfrid Laurier University and the Research Analyst Postgraduate Program from Humber College.
Matthew is a gold-certified expert in the Qualtrics XM platform and has implemented numerous business intelligence tools, such as Power BI, Tableau and the Microsoft Office Suite into our CX programs. Click here for more info via his LinkedIn profile.
Randy provides leadership in the technology implementations and program operations with ASI’s clients. He is a certified Qualtrics Technical Architect managing several Qualtrics based programs since 2016.
Randy creates many webservice utilities and programs that are integrated into Qualtrics Research Core to improve the efficiency and integrity of the more operational aspects of a CX program. He is also highly skilled in working with text analytics projects.
Randy studied Marketing at Lake Erie college followed by the Research Analyst Post Graduate Program at Humber College in Toronto. Randy is an accomplished basketball player and one of the most selfless people you are likely to have the opportunity to engage.