Neal Dlin is an award-winning practitioner and thought leader in the areas of Customer Experience (CX) and employee Experience (EX) and is considered a leading authority on Contact Centers and Customer Service teams. Neal has 27 years of progressive operational and consulting cross-industry experience with organization of varying sizes and stages. From leading brands to digital start-ups, he has proven results in Service Strategy Development, Operations , Employee Journeys, Customer Journeys, CX Frameworks, Self-Serve and Contact Centres inclusive of evaluation and transformation
Neal began his career on the phones in a contact centre, gained experience in all aspects of service operations and was rapidly promoted up to and including executive responsibility for global service strategy. From there Neal began to focus on the full Customer and Employee Experience. Neal has worked across industry with many great brands including Spin Master (Toys), Sonnet Insurance (Digital P&C), ING Direct (Online Banking), T-Mobile (Telecommunications), Aviso Wealth (Financial), Andrew Peller Ltd. (Food and Accommodations), and more. Neal has helped companies achieve outstanding results including Revenue Lift of 26% for a leading digital bank, increasing Employee Engagement from 22%-85% for a national property management firm, a savings of $2mil in cost service department reductions while increasing Customer Satisfaction by 30% for a leading loyalty company and more.
Neal is an Advisory Board Member with GTACC (Greater Toronto Area CS and CC Association), a Certified Contact Centre Consultant with J.D. Power and has been named as a Top 25 CX Thought Leader by ICMI four years running (2019-2023) – ICMI. Neal is also a Board Member for a local Child Services Agency as well as the Founder of a musical theatre fundraising initiative that has donated over $700,000 to Leukemia, Poverty, Mental Health and Alzheimer’s charities.
18 King Street East, Suite 1400