Patrick Bach

Director of Service Design
CIBC

Why Patrick?

The very best experiences are the ones that were thoughtfully designed with people in mind. As a Service Design champion, I lead a variety of strategic initiatives across organizations, each one seeking to better understand employees & customers to inform the design of great services & experiences. It's amazing what any organization can learn by simply engaging with people in a meaningful way.

In addition to delivering on key strategic projects, I have over the last several years focused on skill building and change management. I've coached and trained teams as they've made the shift towards Design lead methodologies and embraced new ways of thinking and working.

I love to share & engage with the Design community and have had the pleasure of sharing my experience practicing, teaching and scaling Service Design at:

Canadian Service Design Conference
Global Service Design Conference
Rotman University
University of Waterloo
Concordia University
Canadian Marketing Association
Service Design Jam

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

Download The Latest Agenda

Agenda Day 2: Main Conference

Tuesday, September 24th, 2019

3:45 PM Tales from the Frontline of CX transformation: 3 Short Stories of Failure

Throughout my career, I've worked in customer-centric organizations vying to transform their approach to customer experience, service delivery, and operations. Everyone is talking the talk, but walking the walk has proven to be significantly more difficult.

This presentation will focus on 3 short stories about real projects where we've failed to do right by our customers and the lessons learned as a result.