Nancy has worked in the public sector for 20+ years advancing customer experience, culture change, operations, sustainability, fare collection, planning/scheduling, policy development and administration primarily in public transit. She started on the frontline as a bus operator and through her career has worked with 100+ agencies across North America and Europe, supporting their strategic goals.
Her personal value system is rooted in two mantras: the efficient use of taxpayer funds and the fact that the employee experience creates the customer experience.
As Head of Marketing and Customer Experience at the Toronto Transit Commission, Nancy drives out of the box thinking and pushes aside the archetype that the public sector can’t be innovative. Her team recently won the American Public Transport Association 1st Place Marketing Award for the Comprehensive Customer Communications and Ridership Development category.
Day 1: Mar 18, 2025
Day 2: Mar 19, 2025
