As principal of Structured Empathy, I provide strategic advice, coaching, consulting, education and facilitation for customer experience design thinking, beginning with journey mapping. I am a twin-degree professional engineer based in Toronto, but happily travel globally. For nearly a decade at Oracle, in conference halls and boardrooms, I introduced thousands of people to the latest advancements in customer experience design thinking for B2C & B2B customers, employees, donors, volunteers, students, citizens, suppliers and partners. I have led 50+ multi-customer events, and facilitated custom engagements for 100+ organizations including DuPont, McDonald's, Bosch, Cisco, Citibank, CIBC, Sun Life, Air Canada, Fairmont Hotels, Indigo, Pearson, the UN Refugee Agency, and Doctors Without Borders. I was recently voted best new speaker at the International Fundraising Congress in Amsterdam.Since 2018 with Structured Empathy I have guided CMHC - First Nations Housing (Ottawa), York Region, Allianz, Capital One, Inertia Engineering, the Geneva Centre for Autism, the UN Refugee Agency (12 locations in Australia, Asia, Europe and US), Doctors Without Borders (Barcelona), Save the Children (London), Resource Alliance (Amsterdam), and World Animal Protection (Copenhagen).I am a part-time professor at Centennial College, teaching Customer Experience Design in the Marketing program, a Canadian College first.Services include: o Customer Experience Enablement - Journey Mapping, Persona Development, Empathy as a Skillo Corporate Training - Design Thinking, Root Cause Analysis, Customer-Centricity, Culture Changeo Business Transformation – CX Technology Evaluation and Guidance, Change Management, Employee Engagemento Strategic Roadmaps – Facilitation, Branding, PESTLE, Project Definition and Kickoff
