XM Knowledge Base
TORONTO | XM LIVE EVENT CONTENT
Unlock the ROI of
human connection
XM Live in Toronto has concluded. Session content is now available to download.
Practical advice. Inspirational experiences. Real-world innovation.
The world’s most profitable and beloved organizations are focusing on one thing: being more human. XM Live brings experience leaders together to share how they are building deeper human connections with customers and employees, and why it benefits their bottom line. Learn how to implement and innovate your experience programs by downloading the lessons shared during our event.
DOWNLOAD THE SESSION CONTENT AND LEARN:
- How you can tap into Experience Management to build resilience and outpace your competitors during fast-changing times
- Why the future of our customer and employee experiences depends on the ability of organizations to establish real and emotional connections at scale
- The tools you’ll need to continuously deliver the right experience on each channel
Featuring
Pierre-Luc Camirand
Senior Director, Digital Customer Experience
Cirque du Soleil
As the Senior Director of Digital Customer Experience at Cirque du Soleil Entertainment Group, Pierre-Luc Camirand stands at the forefront of digital innovation. With over a decade and a half in the industry, he skillfully leads teams spanning email marketing, customer data & analytics, web development, voice of customer, and project management. Guided by a data-driven and customer-focused model, Pierre-Luc is dedicated to ensuring meaningful connections within the Cirque du Soleil digital realm for its diverse and global audience.
Sherin Yassin
Vice President of Marketing, Customer Experience and Customer Care
Walmart Canada
Sherin has over 25 years of experience in senior roles in CPG,
Telecoms, Retail Marketing and consultancy. Sherin is
currently Walmart Canada Vice President of Marketing,
Customer Experience and Customer Care. Prior to Walmart
Canada, Sherin was the Holding Chief Marketing & Brand
Officer, at Majid Al Futtaim, MAF holding company owns and
develops shopping malls, retail stores including Carrefour,
entertainment hubs, and leisure facilities across Middle East
and Africa based out of Dubai, key functions across brand
marketing, Loyalty, Insights and CX teams.
Nikola Hartling
Senior Manager, Enterprise Colleague Listening & Insights
TD Bank
Nikola holds a PhD in Industrial/Organizational Psychology and has over 10 years of diverse experience in designing and evaluating colleague experience, talent management, and workplace health interventions across private, public, and non-profit industries. In her current role leading the Colleague Listening & Insights practice at TD Bank, Nikola uses organizational psychology principles and analytics to drive change and adaptable talent solutions.
Kelly McCosham
Data Analyst
TELUS Start.ca
Kelly is an experienced Data Analyst with a wealth of experience spanning 8 years in the telecommunications industry, and 12 years in financial services. Over the course of her career, Kelly has honed her expertise in various facets of data analytics and technical team leadership. With 3 years of hands-on experience utilizing Qualtrics XM, Kelly has become a proficient user of this powerful platform.
Kelly’s background is marked by a robust skill set that includes data analysis, dashboard creation, NLP (Natural Language Processing), and KPI (Key Performance Indicator) design. Kelly excels in harnessing the power of data visualization tools to drive insightful decision-making.
Daniel Moro
Vice President, Guest Insights and Experience
Four Seasons
Daniel Moro is the Vice President of Guest Insights & Experience at Four Seasons, where he and his teams focus upon deriving insights and strategies to power and personalize the digital products and experiences they design, to better serve guests.
Roy Saad
Senior Manager, Culture and Communications
Lifelabs
With over 14 years of experience in NGOs, private and public sectors, Roy Saad is a seasoned communications professional.
As the Senior Manager, Culture and Communications at LifeLabs, he confidently leads a team responsible for several pillars, including employee culture and engagement, corporate communications,media relations, and stakeholder engagement.
In 2022, he spearheaded the development and overall execution of LifeLabs' Employee Engagement framework, resulting in the creation of new signature initiatives and an impressive 25-point increase in the Employee Net Promoter Score.
Bruce Temkin
Head of XM Institute
Qualtrics
Bruce Temkin is an Experience Management (XM) visionary and is often referred to as the “Godfather of Customer Experience.” He leads the Qualtrics XM Institute, which provides thought leadership and training to help organizations around the world master XM while at the same time igniting a global community of XM professionals to radically improve the human experience.
Ben Granger, PhD, XMP
Chief Workplace Psychologist, Head of EX Advisory Services
Qualtrics
Dr. Benjamin Granger is Chief Workplace Psychologist and Head of EX Advisory Services. He has over a decade of experience building Experience Management (XM) programs across the globe and leads EX thought leadership and research initiatives across Qualtrics and the
XM Institute.
Fabrice Martin
Chief Product Officer, XM Discover and Customer Care
Qualtrics
Fabrice Martin is the Chief Product Officer at Qualtrics. He brings 20 years of experience in entrepreneurship, product management, marketing, and enterprise software sales—with specific domain expertise in SaaS/PaaS, data visualization/discovery, business intelligence, and analytics for marketing and contact center operations. He has previously held positions at MicroStrategy, MSIGHTS, and Witness Systems.
Sid Banerjee
Chief XM Strategy Officer
Qualtrics
Sid Banerjee is the founder of Clarabridge and Chief XM Strategy Officer of Qualtrics. Sid provides executive leadership and strategic direction through his passion for innovation and entrepreneurship, and is a well-known expert in customer experience, business intelligence and text mining. Over his career, Sid has amassed more than 25 years of leadership experience and has held senior positions at MicroStrategy, Ernst & Young and Spring International.
TORONTO | XM LIVE EVENT CONTENT
Unlock the ROI of
human connection
Featuring
Pierre-Luc Camirand
Senior Director, Digital Customer Experience
Cirque du Soleil
As the Senior Director of Digital Customer Experience at Cirque du Soleil Entertainment Group, Pierre-Luc Camirand stands at the forefront of digital innovation. With over a decade and a half in the industry, he skillfully leads teams spanning email marketing, customer data & analytics, web development, voice of customer, and project management. Guided by a data-driven and customer-focused model, Pierre-Luc is dedicated to ensuring meaningful connections within the Cirque du Soleil digital realm for its diverse and global audience.
Sherin Yassin
Vice President of Marketing, Customer Experience and Customer Care
Walmart Canada
Sherin has over 25 years of experience in senior roles in CPG,
Telecoms, Retail Marketing and consultancy. Sherin is
currently Walmart Canada Vice President of Marketing,
Customer Experience and Customer Care. Prior to Walmart
Canada, Sherin was the Holding Chief Marketing & Brand
Officer, at Majid Al Futtaim, MAF holding company owns and
develops shopping malls, retail stores including Carrefour,
entertainment hubs, and leisure facilities across Middle East
and Africa based out of Dubai, key functions across brand
marketing, Loyalty, Insights and CX teams.
Nikola Hartling
Senior Manager, Enterprise Colleague Listening & Insights
TD Bank
Nikola holds a PhD in Industrial/Organizational Psychology and has over 10 years of diverse experience in designing and evaluating colleague experience, talent management, and workplace health interventions across private, public, and non-profit industries. In her current role leading the Colleague Listening & Insights practice at TD Bank, Nikola uses organizational psychology principles and analytics to drive change and adaptable talent solutions.
Kelly McCosham
Data Analyst
TELUS Start.ca
Kelly is an experienced Data Analyst with a wealth of experience spanning 8 years in the telecommunications industry, and 12 years in financial services. Over the course of her career, Kelly has honed her expertise in various facets of data analytics and technical team leadership. With 3 years of hands-on experience utilizing Qualtrics XM, Kelly has become a proficient user of this powerful platform.
Kelly’s background is marked by a robust skill set that includes data analysis, dashboard creation, NLP (Natural Language Processing), and KPI (Key Performance Indicator) design. Kelly excels in harnessing the power of data visualization tools to drive insightful decision-making.
Daniel Moro
Vice President, Guest Insights and Experience
Four Seasons
Daniel Moro is the Vice President of Guest Insights & Experience at Four Seasons, where he and his teams focus upon deriving insights and strategies to power and personalize the digital products and experiences they design, to better serve guests.
Roy Saad
Senior Manager, Culture and Communications
Lifelabs
With over 14 years of experience in NGOs, private and public sectors, Roy Saad is a seasoned communications professional.
As the Senior Manager, Culture and Communications at LifeLabs, he confidently leads a team responsible for several pillars, including employee culture and engagement, corporate communications,media relations, and stakeholder engagement.
In 2022, he spearheaded the development and overall execution of LifeLabs' Employee Engagement framework, resulting in the creation of new signature initiatives and an impressive 25-point increase in the Employee Net Promoter Score.
Bruce Temkin
Head of XM Institute
Qualtrics
Bruce Temkin is an Experience Management (XM) visionary and is often referred to as the “Godfather of Customer Experience.” He leads the Qualtrics XM Institute, which provides thought leadership and training to help organizations around the world master XM while at the same time igniting a global community of XM professionals to radically improve the human experience.
Ben Granger, PhD, XMP
Chief Workplace Psychologist, Head of EX Advisory Services
Qualtrics
Dr. Benjamin Granger is Chief Workplace Psychologist and Head of EX Advisory Services. He has over a decade of experience building Experience Management (XM) programs across the globe and leads EX thought leadership and research initiatives across Qualtrics and the
XM Institute.
Fabrice Martin
Chief Product Officer, XM Discover and Customer Care
Qualtrics
Fabrice Martin is the Chief Product Officer at Qualtrics. He brings 20 years of experience in entrepreneurship, product management, marketing, and enterprise software sales—with specific domain expertise in SaaS/PaaS, data visualization/discovery, business intelligence, and analytics for marketing and contact center operations. He has previously held positions at MicroStrategy, MSIGHTS, and Witness Systems.
Sid Banerjee
Chief XM Strategy Officer
Qualtrics
Sid Banerjee is the founder of Clarabridge and Chief XM Strategy Officer of Qualtrics. Sid provides executive leadership and strategic direction through his passion for innovation and entrepreneurship, and is a well-known expert in customer experience, business intelligence and text mining. Over his career, Sid has amassed more than 25 years of leadership experience and has held senior positions at MicroStrategy, Ernst & Young and Spring International.