The Latest Trends in Customer Service across Canada Webinar

Topic: The Latest Trends in Customer Service across Canada Webinar

Online Session

Date & Time:

June 16, 2021 at 12PM – 1PM EST

Guest Speakers: Cassaundra Laundry, Microsoft & Rob Triggs, CRM Dynamics


The Customer Service Network of Professionals (CSPN) has recently conducted national Canadian research to learn what is top of mind for those working in contact centers. Microsoft Dynamics leaders along with CSPN will discuss some emerging trends for 2021, post pandemic priorities and how technology can address some of these pain points.

The discussion will include:

  • Improving Customer Satisfaction and Personalization
  • Hybrid workplaces
  • Employee Wellness

About the Speakers

Cassaundra Laundry, Dynamics Customer Engagement Lead, Microsoft Canada

Cassaundra focuses on the Canadian strategy for D365 Customer Engagement Apps including Sales, Customer Service, Field Service and Marketing. As a strong believer in the power of a connected marketing and sales organization, her career has led her to opening Dynamics everyday as a marketer and in operations roles. Cassaundra is a proud University of Guelph alumnus, loves music and great food.

Rob Triggs, VP Sales & Marketing, CRM Dynamics

Rob has experience setting and building sales strategy and managing high performing teams that are fully aligned and engaged to deliver outstanding results. Creator of a concept called SMarketing, getting sales and marketing strategy, process and people aligned for maximum benefit. Rob is a regular speaker at Microsoft on this topic. His years of working with Xerox, SMB start-ups and mid-sized clients in the area of sales effectiveness have prepared him to speak on many sales and marketing challenges.

Rob spent 17 years with Xerox where he was awarded many awards for outstanding sales performance. Rob has enjoyed the last 10 years helping many other companies improve and implement sales and marketing strategy enabled by productivity tools centered around CRM software. He is most recognized for being a visionary in the area of lead management while offering practical advice.

Facilitated By

David Singh, Partner, CSPN

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.

CSPN Member:
Early Bird Deadline
Registration Deadline

June 16, 2021