David Hatch, MBA, BASc

David is the president and founder of ProCustomer Group Inc, a Toronto-based consulting firm that helps organizations become customer-centric. He serves as a “hands-on” leadership consultant and advisor to the senior management of client firms. As one of Canada’s leading experts on customer experience management, he also speaks and writes about the benefits and methods for becoming customer-centric.

David is a 35-year technology and business operations veteran, with experience with some of Canada’s most respected companies and market leaders, including Imperial Oil and Royal Bank, as well as internationally with Barclays Bank. He has worked with companies in the energy, manufacturing, banking, and insurance industries, as well as non-profit organizations such as universities and symphonies.

Throughout his career, he continually combined the three areas of information technology, business acumen and leadership skills into improving the customer experience. He has worked in most senior executive roles, including heading information technology, operations, sales and marketing. He also has served on the board directors of a number of organizations, both profit and non-profit.

As the CIO / Vice-president for Information Systems twice during his career, David successfully aligned technology initiatives with significant business strategies to maximize customer satisfaction and business growth. His expertise covers all aspects of the application of information technology in business, including back-office processing, global networks, operational logistics, sales and distribution, front-line service support and especially customer relationship management (CRM) and customer experience management (CEM).

David also led key business roles as the executive heading operations, and also as the top executive for sales and marketing.  Enhancing processes, improving corporate structure, streamlining product development, re-engineering distribution channels, and driving new business development all contributed to the success of companies’ top and bottom lines, always focusing on the customer.

David has a Bachelor of Applied Science in Industrial Engineering from the University of Toronto, and a Masters of Business Administration from the Schulich School of Business at York University.

David is also a member of the Canadian Association of Professional Speakers, giving seminars and keynote speeches on the strategic and tactical importance of customer experience management, and on methods of transforming organizations into customer-centric enterprises using better business and technology practices.

For more information on how Procustomer Group can help your organization, please follow this website link: www.ProCustomerGroup.com or phone 416-410-5448