SQM Conference Speakers & Facilitators
Chief Executive Officer and Founder
Mike Desmarais is the Founder and Chief Executive Officer of SQM Group. Mike has over 25 years of customer experience measurement, benchmarking, and consulting experience. As a consultant, Mike has experience working with leading North American organizations on improving customer experience. Mike has developed 15 best practices that are fundamental to providing world class contact channel customer experience. He uses his best practice knowledge to assess contact channel operations and to pinpoint the 3-5 pivotal changes that will drive real and significant customer experience improvement. Mike is a pioneer and visionary for contact channels’ customer experience measurement of first call resolution, one contact resolution, omni-channel, customer emotion and retention metrics. Mike has written five thought-provoking contact channel customer experience books (i.e., World Class Call Center, First Call Resolution, FCR Best Practices, One Contact Resolution and most recently One Contact Resolution 2nd Edition). Mike has conducted best practice case studies with organizations such as American Express, FedEx, Canadian Tire, Blue Cross Blue Shield and VSP Insurance. In addition, Mike is a popular contact center industry thought leader with over 13,000 LinkedIn followers and is one of the top 10 most influential contributors in the contact center industry based on a recent Fonolo poll. Mike is a sought-after speaker for contact center conferences and has a world class satisfaction rating for speaking at those events.
Senior Vice President of Client Advocacy
Andrea Pow, BComm, is Senior Vice President of Client Advocacy with SQM Group. She is currently a MBA candidate and has her bachelor’s degree in General Business with a focus in Marketing and Organizational Behaviour/Human Resources. Her experience includes research and development of new certification and training programs, developing industry specific training for organizations and managing quality assurance control. She brings over 15 years of customer relations, business and training development experience and her responsibilities include customer account management and business development.
Vice President of Consulting/Client Account Management
Nader Ghattas, BMgmt, is a Vice President of Consulting/Client Account Management with SQM Group. Nader brings over a decade of consulting, corporate asset direction and extensive international business experience to SQM and is currently a MBA candidate. He has an honours degree in business management and started his career as a TSR at SQM, moving on to vocations in investment banking, supply chain management and international business where he developed a passion for languages and a strong commitment to client service.
To Be Determined
SQM Conference & Awards Ceremony EntertainmentTo Be Determined