Friday, June 2, 2017
10:30 - 11:25 am
Panel - Main Ballroom

Panel: Innovation in the Insights & Intelligence Space: Views from the Buy-Side

Change has become an unchanging aspect of the "insights and intelligence space".

Big data, digital transformation, data visualization, SoLoMo, and the marriage of technology and analytics, among other things, all are changing how insights work, how it's conducted, and what is expected as a deliverable. Indeed, insights alone are no longer sufficient for a vendor to provide. The evolved requirement is a clear link between an insight and the business problem, and the presentation of a solution to that problem. The ability to outline an implementable solution is what differentiates a mere purveyor of insights from a bona fide provider of decision intelligence.

With that backdrop, we look forward to an informative, engaging, and interactive exchange among five (5) senior members of the insights/decision intelligence space. Among them, we bring perspective across a range of industries, across various insights roles, and from both "buy" and "supply" sides of our industry. All are at the forefront of applying insights solutions within their organizations, informing a wide span of business problems.

As buyers of insights and intelligence, learn how other organizations choose from among the plethora of innovative insight solutions and then apply those chosen to their businesses. This includes a discussion on how to foster intra-industry collaboration among competitors.

As suppliers, learn what vendors need, how to make your insights innovations different, and how to bring them forward to your prospective clients in a business-relevant manner.

We look forward to seeing you there!


John Morton, MBA, JD - Moderator
Voice-of-Market Strategist

With a career spanning two decades of ‘client-plus consultant’ experience, John is a recognized expert in strategic problem-solving and creating decision intelligence. John began his consulting career at Procter & Gamble, later moving to RBC Financial Group. More recently, John led the P&L of Market Probe Canada, bridging roles of business leader, strategic consultant, and content expert. As a Voice-of-Market Strategist, John helps organizations improve and grow by applying decision intelligence, aligning their customer and employee experiences with brand promises. John supports his business acumen with degrees in business and law.   

John has undertaken numerous speaking engagements, in North America, Europe and Asia (including presenting at the 2016 ESOMAR Congress in New Orleans). John contributes to the MRIA as a volunteer, acting as Director on the MRIA Board and as Chair of the Research Agency Council. Clients and colleagues recognize John as a subject matter expert and thought leader possessing passion, vision, and integrity.

Rob Berry - Panelist
Senior Director of Client Experience Research, CIBC

Rob has spent over 25 years in market research, across a range of companies in the pharmaceutical and financial services industries. He is passionate about customer experience and helping companies improve in this area. In his current role, Rob manages the client experience measurement program at CIBC, where they are keen followers of the Net Promoter System (NPS). Rob also has extensive experience in brand and product research across all areas in financial services, including personal banking, lending and deposits, business banking, and wealth management. Rob has a Bachelor of Business Management degree with a major in Marketing, from Ryerson University. In his spare time, he is an avid golfer and curler, and loves to spend time at the cottage enjoying nature.


Winnie Chan - Panelist
Senior Director of Client Knowledge & Insights, RBC Royal Bank

Winnie is leading the marketing research and client experience design research team at RBC Royal Bank. Her team is responsible for all customer research and experience design-testing activities for the Canadian division, covering personal banking, commercial banking, investments, and insurance.


Susan Innes - Panelist
Senior Manager, BMO Financial Group

Susan Innes has an MBA in international marketing and has worked in marketing research for most of her career, on both the supplier and buyer sides. She's been with BMO Financial Group for over a decade, and currently heads up custom market research for personal, commercial, and wealth management, and digital, in Canada and the United States.


Jennifer Lang - Panelist
Associate Vice President of Customer Insights & Experience, TD Bank

Jennifer Lang began her career working on the research-supply side at Compass Research and Ipsos. She then switched over to the client side, working on CBC's research team for 10+ years, where she ultimately became Chief of Staff for the Office of the Executive Vice President. Jenn is currently Associate Vice President at TD Bank and oversees the Customer Insights and Experience department, Customer Journeys, and Diversity.


Roland Merbis - Panelist
Director of Customer Insights & Analytics, Scotiabank

Roland is Director of Customer Insights & Analytics at Scotiabank, where he works with multiple business lines across the bank, helping their decision-making capabilities by providing customer-centric strategic analytics. Roland has close to 20 years' experience in the customer insights profession.