Derek Bildfell

Background

About Derek Bildfell

Leading in CX requires a commitment to continuous improvement, which is why we built the ASI Academy. Next class starts Feb 2024 - https://bit.ly/ASILandI to register. I am extremely proficient in customer experience design, implementation and consulting including a unique ability as an engaging online educator both for Experience management disciplines and with the Qualtrics platform. • In the past 13 years, I have designed, architected, built and managed at least 75 customer experience programs. Each of these programs has been a unique niche with no reference model to leverage. In all cases, the programs are designed to drive a business outcome, not a measurement program. • I love spending time as an educator and advisor both to professional CX Practitioners and now as a professor of CX Design at Centennial College in Toronto. • Several years ago, I architected the CX Management system for a $10 Billion agribusiness that, to this day, is used around the world. The team built this program from scratch, in a company that had no organizational commitment to CX prior to our arrival. • Prior to Acceleration Strategy, I was a Managing Partner of Greenwich Associates where we developed and oversaw the CX programs for many financial institutions. • From 2005 through 2012 we developed the TD Bank Customer Experience programs that eventually drove the compensation for employees across 77 lines of business. We developed the first financial services based closed-loop customer experience management process in 2009 which solidified the bank’s reputation for delivering outstanding service. • My earlier career was with IBM where I was an executive in the SW Sales and Marketing division. My final project was the $2.1 Billion acquisition of Rational Software, the second largest acquisition in IBM history at that point. • My management dogma is a result of training at IBM, Harvard, Duke and ongoing development with The Executive Committee in Canada. • My values reflect my life in Canada as a family man. Respect, integrity, technical courage, social and environmental responsibility. I strive to be an opsimath in my later years. I love solving problems in a way that leads to ongoing success downstream. That is what makes my work more valuable than most in the industry.