Forrester Vice President & Principal Analyst Rick Parrish on the new 2019 Canadian CX Index report, and CX guru Tara O’Doherty

Welcome to the Voice of Retail for the week of August 5, 2019 I’m your host Michael LeBlanc, and this podcast is brought to you in conjunction with Retail Council of Canada.

The feature spotlight for this episode is CX, Customer Experience. We kick it off with an exclusive interview with Rick Parrish, Vice President and Principal Analyst from Forrester who joins me to discuss his latest Canadian CX Index report. This report, covering 161 brands across 14 industries including retail with Forrester talk to over 62,000 Canadian consumers.

Next I’m joined by Customer Experience guru Tara O’Doherty who takes us along for an insiders view of CX as she talks about her experiences working in Canada and around the world with companies as they try to master the Zen of CX with a few wins, ties and fails along the way.

Lastly I’ll take a look at the retail news of the week, but first, let’s listen to my interview with Rick from Forrester

Thanks to Rick and Tara for being my guests this week, now let’s hit the highlights from Retail This Week eNewsletter, biggest retail weekly in Canada and you can subscribe on www.retailcouncil.org for free.

That’s a wrap on this edition of The Voice of Retail, if you liked this podcast you can subscribe on Apple iTunes or your favourite podcast platform, and be sure and recommend to a friend or colleague in the retail industry. You can also ask your favourite home devices, Amazon Echo, Google home to play the most recent edition.

I’m Michael LeBlanc, Founder and President of M.E. LeBlanc and Company Inc. and you can learn more about me on www.meleblanc.co or of course on LinkedIn

Until next time, have a great week!

The Voice of Retail podcast is presented by Hale, a performance marketing partner trusted by brands like ASICS, Saje, and Orangetheory to scale with focus and impact.

Michael LeBlanc is the president and founder of M.E. LeBlanc & Company Inc, a senior retail advisor, keynote speaker and now, media entrepreneur. He has been on the front lines of retail industry change for his entire career.

Michael has delivered keynotes, hosted fire-side discussions and participated worldwide in thought leadership panels, most recently on the main stage in Toronto at Retail Council of Canada’s Retail Marketing conference with leaders from Walmart & Google. He brings 25+ years of brand/retail/marketing & eCommerce leadership experience with Levi's, Black & Decker, Hudson's Bay, CanWest Media, Pandora Jewellery, The Shopping Channel and Retail Council of Canada to his advisory, speaking and media practice.

Michael produces and hosts a network of leading retail trade podcasts, including the award-winning No.1 independent retail industry podcast in America, Remarkable Retail with his partner, Dallas-based best-selling author Steve Dennis; Canada's top retail industry podcast The Voice of Retail and Canada's top food industry and one of the top Canadian-produced management independent podcasts in the country, The Food Professor with Dr. Sylvain Charlebois from Dalhousie University in Halifax.

Rethink Retail has recognized Michael as one of the top global retail experts for the fifth year in a row, the National Retail Federation has designated Michael as on their Top Retail Voices for 2025, Thinkers 360 has named him on of the Top 50 global thought leaders in retail, RTIH has named him a top 100 global though leader in retail technology and Coresight Research has named Michael a Retail AI Influencer. If you are a BBQ fan, you can tune into Michael’s cooking show, Last Request BBQ, on YouTube, Instagram, X and yes, TikTok.

Michael is available for keynote presentations helping retailers, brands and retail industry insiders explaining the current state and future of the retail industry in North America and around the world.