Terry Gardiner
About Terry Gardiner
Terry Gardiner is the VP of Contact Center Strategy and Transformation at CIBC, responsible for enhancing customer interactions through conversational AI and improving operational efficiency.
Title
Terry Gardiner is the Vice President of Contact Center Strategy and Transformation at CIBC, based in Toronto, Ontario, Canada.
Company
Since 2022, Terry Gardiner has been working at CIBC as the Vice President of Contact Center Strategy and Transformation. His role focuses on enhancing customer interactions through the implementation of conversational AI solutions. Additionally, he leads the execution of customer experience technology solutions aimed at transforming CIBC's consumer contact centers to improve operational efficiency and customer satisfaction.
Previous Roles
Prior to joining CIBC, Terry Gardiner held several significant roles in other major companies. From 2019 to 2022, he worked at Rogers Communications as Group Vice President - Customer Experience, where he focused on elevating customer service. Between 2019 and 2020, he served as a consultant at Virtual Customer Xperience. His career also includes substantial positions at TELUS: VP of Customer Experience Enablement (2014-2018), VP of Client Solutions Fulfillment (2010-2014), and VP of Business Enablement (2008-2010). Earlier, he was the GM of Customer Service at Canada Post Corporation from 2007 to 2009 and VP of Contact Center Engineering at American Express from 2000 to 2006.
Education and Expertise
Terry Gardiner studied at Wilfrid Laurier University from 1988 to 1992, where he focused on Business, History, and Economics. His educational background has equipped him with solid foundational knowledge, which he has applied throughout his career in various customer experience and leadership roles.