How your team and organisation can prioritize being customer-centric (Van)

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725 Granville Street


Vancouver, BC V7Y 1C6


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Event description
Learn how industry leaders prioritize being customer-centric. Lessons from CX leaders at YVR Airport, Saje, BCAA & Evo, Clio

About this Event

Customer experience is at the core of the success of YVR Airport, Saje, BCAA, and Clio. Learn how being customer-centric empowers them to better meet business goals and innovate. We’ll discuss why organisations struggle with becoming customer-centric and each of their personal lessons, stories, tools, and tips on how to shift your organisation. We'll hear how they use various toolkits —like, customer listening, journey mapping, user research, CX metics, and service design— to become industry-leading organisations.

On October 2 you'll gain important insights into how to build a customer experience practice within your organisation, including how to overcome common barriers. At previous events we head that teams often struggle with getting approval to spend more time listening to customers, running tests, and challenging old ways of thinking — we'll address all of these in the panel conversation.

At this event you'll learn:

  • From YVR Airport: How to overcome the challenge of not controlling your CX touch-points
  • From BCAA & Evo: How to put the customer at the centre of everything we do 
  • From Saje Wellness: How to overcome the challenge of a high turnover industry
  • How Clio: How to get started on research to impact strategic decisions

This event is intended for:

  • Business leaders and entrepreneurs who want to understand the benefits of, and strategies to becoming more customer-centric
  • Marketers and agencies who want to better understand how to collect and act on customer data and research
  • Researchers and product managers who need a lean and effective way to listen to the needs of customers and convert them into applied strategies
  • eCommerce professionals who need to differentiate themselves by prioritizing the needs of customers

Event details

Location: Mobify (725 Granville St #420)

Date: Wednesday October 2, 2019

Time: Doors at 5:30pm, event from 6pm to 8:30pm

Admission: $10 (light meal is provided)

Format: Presentation, followed by a panel


Reg Krake (Director of Customer Experience @ YVR Airport Authority)

His presentation:

Controlling the uncontrollable — Driving CX when you have the metrics but you don’t have control over it all

As Director of Customer Experience for YVR, Reg Krake leads an impassioned team, overseeing all aspects of the passenger experience and customer service airport-wide. From ensuring ease of wayfinding, to cleaning the terminal to the highest standards, to ensuring people of all ages and abilities can enjoy a stress-free airport experience, to strategically deploying ‘the human touch’ at key decision points via customer concierges, help lines, multiple channels, and a 500-strong “Green Coat” volunteer base, Reg is engaged and excited to constantly look for ways to improve. Setting high standards is one thing; keeping them is another. To that end, the team is honoured to have contributed to YVR earning the worldwide passengers’ choice award as the #1 Airport in North America for 10 years running (SkyTrax, 2010-2019), a feat no other airport in the world has done, in any category. With a background in travel and tourism, including customer relationship marketing, experience management and operations, Reg works with his team to constantly measure, learn from, and improve, the passenger experience.

Kerry Stewart (Senior Customer Experience & Employee Experience Manager @ Saje Natural Wellness)

Her presentation:

Bringing the vision of Positively Outrageous Customer Experience to life in entry level positions.

As a retail brand my team is generally young, for many this is their first career position which often leads to high turnover. The approach I’ve taken not only creates a strong high functioning team, it reduces turnover, and keeps the team motivated. Motivated and inspired employees create memorable customer experiences and increase customer satisfaction even after something has gone wrong in their customer journey. I want to share some practical approaches that I’ve used that inspire the team to be focused on the customer experience.

John Mullane (VP Digital and Customer Experience Transformation at BCAA)

His presentation: TBD

John is the Vice President of Digital and Customer Experience at BCAA. He has over 10 years’ experience in Director/VP level roles in the insurance and public sector industries. He has a passion for customer experience including experience management, experience design, and CX strategy development. His background also includes senior sales operations and leadership roles. John holds an MBA focused in Strategy and Leadership from Queen's University and is a Chartered Professional Accountant. In his spare time, John enjoys skiing, camping, yoga, and spending time with his wife and two young boys.

Dilan Ustek (User Research Lead @ Clio Legal Tech Software)

Her presentation:

Establishing a research practice that drives strategic decisions and product innovation

Dilan is the User Research Lead at Clio, a legal technology company. She leads the user research program that enables designers and product managers to conduct their own research, as well as a research team that gather foundational insights for the organization. Prior to that, she worked as a product manager, leveraging research to inform her product decisions. She received an MSc in Human-Computer Interaction from the University of British Columbia.

Venue Sponsor

Mobify's Front-end as a Service is an API-driven front-end that unlocks the agility of a headless commerce approach and powers fast, immersive experiences with PWAs, AMP, and native apps.

Next Events

Customer Experience Challenges in Toronto: October 16 @ Shopify

November topic: Improving customer service (date TBC)

Workshop: Customer journey mapping (date TBC )

Organized by

PH1 helps organisations understand how to innovate services and products to meet the needs of customers and non-customers through mixed methods research and human-centred design. We specialize in Customer Experience, Journey Mapping, and Design Thinking.

Code of conduct

The goal of CXC is to create an inclusive space of all forms. This includes the selection of topics, list of speakers invited, benefit to attendees, background of attendees, price, and event environment. Our space is intended to be a place where we support one another, regardless of our views, socio-economic level, sex, race, age, disabilities, or orientation. Discrimination of any form will not be tolerated. If at any time you are directly-affected or are witness to discrimination, please contact

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725 Granville Street


Vancouver, BC V7Y 1C6


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