Ian has been specializing in Client Experience and loyalty research for almost 20 years. As Senior Director Ian leads RBCs Client Experience Measurement and Market Research practice at RBC focused on delivering human-centric insights that drive the design of end-to-end client experiences across all segments, products, and Human + Digital channels.
Prior to joining RBC Ian successfully lead numerous large scale Client Experience programs across a broad spectrum of industries, including retail, telecom, food services and financial services. He has brought client-centric strategies to life lead to increased cultural engagement, operational performance and loyalty measurement to leading Canadian and global brands.
He is passionate about applying insights and solutions to better understand the customer journey in order to imbed CX as the driving force of business strategy
Day 1: Apr 27, 2022
Day 2: Apr 28, 2022
