Derek Bildfell Email & Phone Number

Toronto, On, Ca

Toronto

Leveraging customer experience insight, process and strategic alignment to accelerate corporate growth.- Provided design and operations management of all facets of the customer experience management process for the fastest growing services firm in Canada according to Profit magazine. - Increased the profitability of major residential property management firms by implementing a structured resident experience management process Every client has experienced significant return on their investments in CX with ASI- Define and manage the CX programs for high growth innovative firms.- Provide the business architecture and the business process, practices and continuous program for customer experience mgt of a $10B firm addressing their complex distribution and end user customer interfaces- Applied Good To Great strategy development as well as developed the enterprise sales model for an early stage online research firm- Executive mentoring to CEOs of small to mid-cap companies in transition Many of these concepts were originally developed within IBM in 2001 - http://websphere.sys-con.com/node/43360

Toronto, Ontario, Canada

Next class starts June 21- bit.ly/ASIAcademyWeb to register. The Acceleration Academy provides training on the disciplines of CX, EX, and more importantly how to create and implement your experience management strategy.

Scarborough, Ontario

Toronto

TEC is an organization which provide professional education and guidance to CEOs through a formal process of training, coaching and mutual accountability. Each TEC group is a consistent group of 10 to 16 CEO's that meet each month to both learn from a professional speaker as well as to work on each other's businesses, effectively as a board of advisors. Derek is the primary speaker on Customer Experience Management in the Canadian community.

North America

Acceleration Strategy is an Advisor Partner to the Qualtrics Partner Network. Members of ASI's consulting team are Qualtrics designated XM Scientists.Acceleration Strategy designs and implements comprehensive CX systems for companies from General Electric to small local service firms. We accelerate the ROI and implement an operational discipline that ensures the long-term effectiveness of your CX initiatives. ASI works with Qualtrics technologies to provide immediate value with a promise of leading-edge experience management solutions customized to your size and capacity.

Vancouver

Toronto

Derek has worked with Verde since 2005 as an advisor and expert in Net Promoter systems and strategies. In 2006 Derek was one of the first certified Net Promoter associates and was a pioneer of the Net Promoter Loyalty Partners program. Derek provides enterprise wide leadership in the implementation and adoption of NPS.("Net Promoter Score" is a customer loyalty metric and a registered trademark of Fred Reichheld, Bain & Company, and Satmetrix)

Toronto

- Transformed the 40 year old firm from a marketing services firm into a technologically vibrant professional services firm leading in Financial Services Client Experience. - Growth from $13M to over $22M. Doubled market cap. This is the period when most financial services related firms have struggled. - 5 straight years of revenue growth while initiating - The development of the Corsential Insight and Action portals- The establishment of a world class process driven consulting organization.- Lead world leading customer experience team supporting TD Bank, leading all financial firms for 7 straight years on all major Client Experience metrics (JD Power, Synovate),- Created several enterprise grade software solutions, both internal and for client consumption including Cineplex, Toronto Maple Leafs, Medavie Blue Cross and several other financial services firms. - Continuous improvement of employee engagement, NPS and overall professionalism; - Established a reputation for both the firm as well as myself as a source of deep expertise in customer experience management recognized in the industry.

Toronto

Member of the advisory board to 17 medium sized Canadian company CEOs for the past 7 years. All firms successful and growing or acquired during this period. That they are all successful is a testament to our success as an advisory team.- Worked with the advisory group to make recommendations directly to the CEO- Worked on specialized task forces to address particularly difficult strategic issues- Reviewed all financials and KPI’s on a quarterly basis, goals annuallyFirms were all socially responsible companies across all industries

Toronto

Manage the customer experience management platform division, Corsential, which provides CEM program execution, technology development and market presence to Greenwich clients.Greenwich Associates provides customer experience management services to half of the largest finance services firms in North America.

Represented the firm at industry conferences and participated on the member development committee.

Established the corporate strategies, major campaigns and represented the firm publicly and with the largest clients. Managed all aspects of the P&L, financial relationships with banks and board of directors.

* Lead a team of the most senior specialists in their field to become a market oriented growth company * Established the ongoing business stability through relationships with IBM, HP, Sun and direct master agreements with CIBC, WSIB, Ontario and City of Toronto.* Secured long term funding for research which adds to the market capital of the company* Established a productized approach to services which improves the efficiency of sales, critical to the more resource constrained small business

Lead the stratigic business development, acquisitions and partnerships for WebSphere Software. Lead the team in corporate development of application development oriented partners. Major success in the acquisition and integration of the $2.1 B Rational Software Corporation, 2nd largest software acquisition in IBM history at the time. Acted as the official IBM spokesman on topics associated with application development in response to SEC inquiries. Lead investment due dilligence teams

Drove the business plan,including product development priorities and go to market planning for WebSphere Application Server and ToolsMarket share increased from 5% to 24% Participated on the IBM SWG Strategy Development team

- Lead the 125 person North American Desktop Software division, selling networking and operating systems software. Key success was the development of the sales and personnel management strategies which enabled this team to succeed, leading to my promotion to Program Director of Websphere. - Lead the largest enterprise project sale in the Canadian Federal Government accounts to the Department of National Defence, a multi-year sales process securing a $50 Million transaction. - Established a reputation for customer satisfaction and outstanding employee engagement throughout my career

Toronto

Managed the software sales and professional services organization for IBM Canada Desktop and Networking Software

Ottawa

Managed the IBM relationship with Department of National Defence

Applied Science, Chemical Engineering

Activities and Societies: VP of Queen's Engineering Society Chairman and coFounder of the Conference on Industry and Resources for Queens.

Xmp

Qualtrics XMP Designation

Mba, Fuqua School Of Business

Client Executive Management