Derek Bildfell

Vistage Speaker | Founder & Chief Experience Officer – Acceleration Strategy Inc | TEC Canada Speaker

Derek is the leading Customer Experience Architect at Acceleration Strategy and the leader of the Customer Experience Professionals Association in Toronto, which has over 5000 global members. With extensive experience in both strategic and operational roles, Derek has led teams in designing and implementing customer experience management systems for large enterprises and medium-sized firms. As CEO of Corsential, he developed the TD Canada Trust CEM programs, one of the earliest and most comprehensive closed-loop customer experience systems, impacting 83,000 employees and setting industry benchmarks. Before this, Derek spent 18 years in IBM Software Group, where he played a key role in the $2.1 billion acquisition of Rational Software. He holds degrees from Queens Engineering and Duke MBA.

Derek Bildfell

Vistage Speaker | Founder & Chief Experience Officer – Acceleration Strategy Inc | TEC Canada Speaker

Derek is the leading Customer Experience Architect at Acceleration Strategy and the leader of the Customer Experience Professionals Association in Toronto, which has over 5000 global members. With extensive experience in both strategic and operational roles, Derek has led teams in designing and implementing customer experience management systems for large enterprises and medium-sized firms. As CEO of Corsential, he developed the TD Canada Trust CEM programs, one of the earliest and most comprehensive closed-loop customer experience systems, impacting 83,000 employees and setting industry benchmarks. Before this, Derek spent 18 years in IBM Software Group, where he played a key role in the $2.1 billion acquisition of Rational Software. He holds degrees from Queens Engineering and Duke MBA.

Derek’s Topics

In this session, we will explore the foundation of Customer Experience (CX) and how implementing a CX strategy can drive new business conversions, enhance profitability from existing customers, boost employee engagement, and foster continuous improvement across the organization. CEOs build businesses to provide value, and understanding customer perceptions and adjusting accordingly is crucial for successful CX management. We will discuss the importance of a CX strategy, its economic impact, its effect on market value and growth, and how to improve customer centricity and apply CX disciplines within your organization.

Derek will share his expertise to help C-suite leaders leverage CX for success by covering trends, the importance of CX performance, core capabilities like Closed Loop CX Performance Management, the need for personal and digital customer journey maps, and successful CX initiatives. Interactive quizzes will be used to gauge understanding, with real-time feedback and a simplified, practical solution demonstrated for immediate impact.

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