Mary Proc

Vice President of Customer Service
Metrolinx/GO Transit

Mary Proc is the Vice President, Customer Service of GO Transit, and was recently named “Outstanding Woman of the Year” by the North American-based League of Rail Industry Women. She has 700 staff located in 64 GO locations, including Union. She develops the customer service strategy for GO, as well as giving support to PRESTO and Union Pearson Express. She oversees station operations, transit safety, and customer care. Mary worked for eight years for CIBC, as well as two years for Canadian Airlines. She is a graduate of McMaster University. She lives just northwest of Toronto (and takes GO Transit to work every day).

Check out the incredible speaker line-up to see who will be joining Mary.

Download The Latest Agenda

CX Culture & Engagement

Tuesday, October 3rd, 2017

13:40 Presentation: Presentation: Building A Culture Of Employee Empowerment

How do you shape your employees to be strong, confident ambassadors of your brand? GO Transit, moving 70 million passengers a year, did it and won an award for "Best Transit System in North America". Participants will learn:
• How to use a better tool than the traditional “mission statement” for helping employees learn and evangelize their company’s purpose
• The ways in which employees can help “co-create” the ideal customer experience, and
• How to overcome resistance to change

CX Innovation & Future Trends

Friday, November 3rd, 2017

10:30 Panel: Fostering Supplier/ Partner Relationships That Align With Your Customer Experience Goals And Brand Vision

The Experience eco-system is getting more and more complex as organizations continue to partner with other brands to deliver experiences to their customers. This diverse group of panelists will highlight some of their B2B partnerships and walk you through:
• Tips for working together with other CX teams
• How to protect the experience when you have partners or suppliers
• The benefits and challenges of partnerships