The Customer Experience Show

Our Panel

Jim Love, FCMC, CEO Chelsea Consulting

Jim is an accomplished consultant with over 30 years of experience.   He is the CEO of Chelsea Consulting a strategic IT consulting company which specializes in Outsourcing and Managed Services.  Among his many accomplishments, Jim built the company’s CRM practice and has helped to make Chelsea a leader in Customer Relationship Management.

Jim also heads the company’s Change Management and Process Transformation practices and has done strategic work in these areas throughout the world.   He is widely regarded as an expert on collaborative technologies and virtual teams.  He is a founder of Hubba – a social media and collaborative technology think tank with offices in Toronto and New York.

His work is published in journals such as the Cutter Journal of IT.  He is a sought after speaker.  He is a part time professor (Marketing for New Ventures) at the University of Waterloo.  He hosts a weekly talk radio show (www.BlogTalkRadio.com/GameChanging) which is also syndicated as a podcast.

Through his world-wide and increasingly virtual practice, Jim helps organizations leverage technology, people and processes to achieve astounding business results.

He is a Fellow of the Institute of Certified Management Consultants and is the chair of the largest Canadian chapter of that organization as well as a board member of the largest Institute.

Michelle Romanica, RHB, Producer

With over 30 years of customer service experience and more than 3.5 million interactions with customers, Michelle brings a frontline understanding to the show with insights seldom heard from an employee’s perspective.  Based on her experience with customers, internal change intiatives and management perspectives, she firmly believes Customer Experience Management is the win/win/win solution for customers, employees and the company, in terms of profitability.

In addition to the her role as the show’s producer, Michelle runs her own growing training and coaching practice, specializing in the development of soft skills to create memorable customer experiences and bring fresh energy to the workplace.  Prior to establishing her business, Michelle honed her craft with 32 years of experience with Air Canada in direct customer service and team lead roles.

Steve Smith, former CEO WestJet, Servisair, Zip and Sr. VP Air Canada

Steve Smith

Steve has been the president of four airlines in Canada, including Air Ontario, West Jet and Air Canada’s ZIP.  In addition, he was the Senior Vice President, Customer Experience for Air Canada, where he was responsible for the 14,000 employees who touched the customer.  His most current role has been as CEO of Servisair, an aviation ground handling company, responsible for 2300 employees in 9 airports across Canada.  He is currently the Vice Chair of the Scarborough Hospital.

Steve is an Executive-in-Residence at both McMaster’s DeGroote, and Western’s Ivey Schools of Business. He graduated from the University of Waterloo with a Bachelor of Mathematics and from McMaster University with an MBA.

Visiting Panellist:

Robert Lavigne, PMP

Seasoned GenX Leader Capable of Leveraging the Technically Savvy GenY Knowledge Worker

Robert is a PMP and has acquired over 20 years of business-enablement via technological innovation. During these years, he has contributed to over 60 major projects and 15 commercialized products in both Startup and Enterprise organizations.

He is passionate about growing businesses via the enablement of new technologies and innovative approaches and has been responsible for products that have evolved from the “Paper Napkin” stage through to Tier-1 implementation at major Telecommunication Providers.

Robert has been recently researching and networking in the fields of Enterprise 2.0, Social Media, Social CRM and Personal Branding to compliment his existing Agile Development and Leadership experience.

This evolutionary knowledge furthers the delivery of Real Corporate Value (RCV). The use of modern social networking tools and related mindsets fully engages business relationships and departmental convergence. Rob subscribes to the need for further contextualization of accessible content to achieve real returns in the field of Competitive Intelligence and Business Innovation.