Brad dick

A former V.P. OF OPERATIONS and CXO WITH

25+ YEARS OF FOCUS ON THE CUSTOMER EXPERIENCE

We all know that our customers expect the best from us. However, the best

product and/or service isn’t enough to ensure todays Customer Loyalty. As

Business Leaders we need to ensure our people, our services and our

technology are also delivering the best-in-class Customer Experience.

With over 20 years of Leadership, most recently as the VP of Operations, Brad

studied and implemented The Dijulius Groups Methodologies into his Medical

Software & IT Company for over a decade. The Customer and Employee

Experience has always been the over arching strategy that directed all aspects of

his roles.

As the VP of Operations Brad was very hands-on and responsible for change

management that ushered in new technologies, new ideologies and the systems

that elevated the organization to be leaders in the Customer Experience and

technology arenas of the Canadian Medical Software Industry. Leadership roles

and responsibilities throughout his career included:

* Defining and implementing operational strategy, structure, and processes. The

role was heavy in Change Management and Strategy for success.

* Development of the overall VOC vision and strategy.

* Defining and development of Industry leading Customer Experience Cycles

and paths to overall solution success.

* Working with teams across the organization to link the Customer Voice data to

other data sources, in effort to drive increasing insight and impact for the

organization while introducing new technologies, programs and services.

* Performing deep dive analyses integrating various sources of feedback to

support key strategic projects and ad hoc analysis

* Collaborate and develop relationships with internal stakeholders and external

vendors using relationship building tools studied with the Dijulius Group

* Tackling unforeseen issues and troubleshooting with teams. Circling back to

identify Service Defects, New Service Standards, Zero-Risk service delivery and

Above and Beyond Opportunities in all aspects to Software Development,

Technology adoption and Customer Service.

* Monitoring the competitive landscape to ensure the organization continued to

be trailblazers in the technology and customer experience.

* Identifying, training and developing leaders within the company and setting them on a path of customer centric management as an overall leadership strategy