2021 Citizen Service Summit

11AM – 12PM EST
Optimizing Back Office Work Flow Across the Citizen Experience
ServiceNow

1PM – 2PM EST
Inspiring Change Through Training
CSPN

3PM – 4PM EST
Measuring Community Perceptions
Leger Canada

11AM – 12PM EST
Optimizing Your Service Centre
Bill Gosling Outsourcing

1PM – 2PM EST
The Science of Happiness: Serving Our Citizens
Dr. Gillian Mandich

Speaker: David Singh, Partner, CSPN

Bio:

David Singh is an experience-driven executive who has built and lead client-facing teams in a range of Fortune 500 and mid-market companies. David has served as a corporate and organizational strategy consultant with Deloitte Inc where he helped clients navigate the financial and human capital impacts of mergers and acquisitions. David has held progressively senior roles within high-growth technology, energy, and consumer finance companies where he has built and led sales, marketing, operations, finance, and customer care teams. David is passionate about helping leaders and organizations simplify their strategy to ensure alignment between internal and external stakeholders and ultimately drive traction towards happy clients and team-members.

David holds degrees from Huron University College at Western University and the Sauder School of Business at the University of British Columbia and is co-author of Hitting Stryde: An Early Career Gen-Y Career Survival Guide.

Speaker: Kenny Johnston, President, Bill Gosling Outsourcing

Bio:

Kenny is President of Bill Gosling Outsourcing and brings 28 years of industry expertise in customer care, collections and outsourcing strategy. As President and company integrator, he oversees the company’s global operations while leading the company through strategic growth with our Client partners and Goslings. Kenny is passionate about helping brands optimize and enhance their customer experience through effective outsourced solutions with measurable results.

Kenny is a seasoned marathoner/ triathlete and enjoys biking, swimming, and running longer distances than most people do.

Speaker: Jonathan Alboum, Principal Digital Strategist, Federal Government, ServiceNow

Bio:

Jonathan is a trusted technology thought leader, advisor to executives, and a mentor to many.

He is currently the Principal Digital Strategist for the Federal Government at ServiceNow. In this role, he works with federal agencies to deliver digital workflows that create great experiences and unlock productivity. Prior, Jonathan was the Public Sector CTO for Veritas Technologies, where he helped government, healthcare, and education organizations manage, secure and identify business value from data on premises or in multi-cloud environments.

Speaker: Kevin Brooks, Principal Digital Strategist

Bio:

Kevin is a seasoned professional with more than 28 years as a military and federal leader of organizations and teams who builds large-scale transformation initiatives. He has a proven track record of leveraging his skills to implement people and process solutions that increase satisfaction and drive growth. During his career he has served increasing levels of responsibility while leading and developing high performing teams of cross functional experts in challenge environments. He was the functional implementation lead of an Air Force-wide updated of the MyPers (HR) system, moving the platform to the Oracle Service Cloud and posturing it for future expansion as a modern HR system. While serving as Career Field Manager for USAF Force Support personnel, he championed the development of a more analytics savvy workforce across all levels of operations to better leverage emerging gains in predictive analytics and data focused decision making. In his role at ServiceNow, Kevin focuses on partnering with DoD and IC senior leaders to sharpen digital transformation vision and strategy and to help turn strategies into action.

Speaker: Chris Dilley, State & Local CTO/Chief Architect, ServiceNow

Bio:

Chris is a highly driven business technology executive with a career of positively disrupting and creating organizations that improve the customer/citizen experience, optimize, automate, grow influence, services, and customer satisfaction. He has direct experience with strategic leadership and accountability for re-engineering and modernizing of processes supporting enterprise and customer and citizen service management, IT and business operation automation, sales and marketing automation, product development and management, business intelligence, and analytics. His strengths include successful strategic development and leadership abilities, project and program management, a strong ability to build and improve customer experiences and a proven record of identifying innovative solutions that enable evolution and organizational change serving employees and the customers they serve.

Speaker: Andrew Enns, Executive Vice-President, Leger Winnipeg

Bio:

Andrew has over 20 years’ experience in the Canadian market research industry providing strategic advice for a wide range of public and private sector clients. Most of Andrew’s time in the research industry was with NRG Research Group where he was a partner and President.

Currently he manages the Winnipeg office for Leger as well as participates in the company’s national public affairs practice. Prior to his time in the research industry, Andrew spent almost a decade working in the governments of Canada, Ontario and Manitoba. He had the good fortune to support several Cabinet Ministers and Premiers during this time, providing advice on an array of different public affairs topics.

Speaker: Dr. Gillian Mandich, Keynote Speaker & Happiness Expert

Bio:

Dr. Mandich has a PhD from Western University in Health Science, specializing in Health Promotion and her primary areas of research are happiness and health. Her work combines the latest research and practical wisdom with an engaging style to help people live happier, healthier lives.

Dr. Mandich is passionate about research. She is the founder of The International Happiness Institute of Health Science Research and is a part of the Meant2Prevent research team at SickKids. She appears regularly in the media on shows such as The Social, Marilyn Denis, Breakfast Television, The Morning Show, and CBC; is a graduate Student Innovation Scholar Program at the Richard Ivey School of Business Pierre L. Morrissette Institute for Entrepreneurship and World Discoveries; the co-lead investigator of The Canadian Happiness At Work Study; and has given two TEDx talks: “The Surprising Truth About Happiness” at TEDx Yorkville, and “The Two Things You Need To Know To Be Happier Today” at TEDx Windsor.

Speaker: Corey Atkinson, VP, Strategic Learning & Development

Bio:

As VP of Strategic Learning & Development and as a dynamic Professional Speaker, Corey has a wealth of experience in leadership, management, client service and business development, and focuses on supporting others to realize their objectives ahead of projected target dates. He has a sharp eye for what is required for organizations and individuals to develop their performance edge in business today.

As a professional speaker, who has spoken to audiences across North America, Corey is a leading authority on customer experience and engagement, leadership, culture and global business trends. Able to engage any audience any time of the day, Corey will deliver the energy and insights your audience or organization is looking for. His primary focus is to leave attendees excited, inspired and energized to take action and see tangible results.

As a master facilitator he has trained and coached over 10,000 professionals from all industries and has worked with over 1000 organizations. A seasoned facilitator, learning consultant, and certified trainer of Personality Dimensions, Corey is an avid developer of accelerated learning methodologies and experiences, programs and systems – all designed to turbo-charge learning for rapid development.

Passionate about helping others build skills and strategies, he has delivered many presentations and customized learning solutions for different organizations – for-profit, non-for-profit, private and public. Through his natural ability to connect, Corey proposes countless ways to acquire and use skills to evolve, grow and excel. The unifying theme of his work is this: The more we understand the principles of human nature, “what makes people tick,” the more effectively we can bring out the best in others, whether they are co-workers, employees, or customers.

Speaker: Jonathan Alboum, Principal Digital Strategist, Federal Government, ServiceNow

Bio:

Jonathan is a trusted technology thought leader, advisor to executives, and a mentor to many.

He is currently the Principal Digital Strategist for the Federal Government at ServiceNow. In this role, he works with federal agencies to deliver digital workflows that create great experiences and unlock productivity. Prior, Jonathan was the Public Sector CTO for Veritas Technologies, where he helped government, healthcare, and education organizations manage, secure and identify business value from data on premises or in multi-cloud environments.

Speaker: David Singh, Partner, CSPN

Bio:

David Singh is an experience-driven executive who has built and lead client-facing teams in a range of Fortune 500 and mid-market companies. David has served as a corporate and organizational strategy consultant with Deloitte Inc where he helped clients navigate the financial and human capital impacts of mergers and acquisitions. David has held progressively senior roles within high-growth technology, energy, and consumer finance companies where he has built and led sales, marketing, operations, finance, and customer care teams. David is passionate about helping leaders and organizations simplify their strategy to ensure alignment between internal and external stakeholders and ultimately drive traction towards happy clients and team-members.

David holds degrees from Huron University College at Western University and the Sauder School of Business at the University of British Columbia and is co-author of Hitting Stryde: An Early Career Gen-Y Career Survival Guide.