Doug Brown
Vice President, Customer Experience @Ipsos in Canada
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WORK HISTORY
Vice President, Customer Experience @Ipsos in Canada
Vancouver, BC, CA
Ipsos is Canada\'s largest research organization with a range of research service lines including Customer Experience (CX.) I lead tracking studies and projects for customer-centric organizations that demand strong alignment of corporate customer strategy and frontline execution. Clients are in a range of industries including government, telecom, natural resources, retailing, CPG and lottery among others. I design and execute research programs that evaluate CX at all steps of the customer journey, then consolidate actionable insights for executives to address by crafting informative and insightful presentation deck. I fine tune the message to audience, which ranges from a captivating, storytelling approach to a fact-driven, direct set of conclusions.
EDUCATION
University of Wisconsin-Madison
BA, Journalism/Public Relations/Advertising
Ivey Business School at Western University
MBA, Business
SKILLS
ABOUT DOUG BROWN
I am an accomplished business executive with a diverse and powerful set of management and business development skills acquired from experience that crosses industries, functions and international borders. My academic background began with a B.S. in Journalism and Public Relations, and my ability to clearly and impactfully communicate has consistently proven to be a tremendous asset. I added an MBA to my toolkit as well as over two decades leading customer-facing teams as a practitioner (VP Marketing and Public Relations for a multi-billion-dollar, multi-country retailer) and research/consulting service provider (VP Customer Experience.)My specific industry has been customer loyalty, viewed from a number of perspectives including hands-on retailing & e-commerce, technology, business intelligence/analytics and strategic business consulting. I\'m also an applied data technologist with deep experience designing and building information systems that draw from diverse, fact and meta data sources.I am a leading expert on retail shopper behaviour and find this field to be endlessly fascinating. My previous employers were large, billion dollar organizations, but I built new businesses from scratch and managed teams so I also thrive in small, entrepreneurial organizations.\"Thoughtful\" is a good word to describe me. I do my homework before entering a venture and consult with a range of stakeholders to build a collaborative plan with realistic goals. I like knowing where I\'m going, with a roadmap that reduces surprises and makes the journey more productive.On the personal side, I\'ve created strong roots in my community by investing time and experience in philanthropic and service organizations. I find this work/life balance rewarding and both facets of my work life benefit by positively influencing each other. Community organizations benefit from best practices learned in the business world, and by working with these small organizations I improve my coaching and leadership skills.
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