 | Richard Pridham President & CEO Before founding Agility Metrics, Richard accumulated over 20 years of entrepreneurial business experience in IT, software and market research. He brings to the company a unique combination of vision, management skills, marketing and sales leadership and is instrumental in positioning the company as a leader in the Voice of the Customer solutions market. In 2001, Richard experienced an epiphany. After years of experience on the front lines of business and significant reading and research, Richard discovered that successful companies, regardless of shape, size or industry, share a common trait: an immense passion for measuring customer satisfaction and loyalty. However, many, if not most companies continue to struggle in the way they monitor the strength of their customer relationships. Often they lack the necessary guidance, tools and processes to properly harness and act upon customer feedback and to gauge ongoing customer satisfaction and loyalty performance. So, in 2002, Richard created a new company which became known as Agility Metrics. This new business centered on providing companies with solutions to gather customer feedback, analyze this information in real-time, and to share the insight across the enterprise to drive improvements to the customer experience, operations, brand advocacy and profitability. Richard is a graduate of McGill University and was nominated for the American Marketing Association's “Marketing Personality of the Year" in 2002 and in 2004.  |
 | Steve Perrone Vice President & CTO With 25 years of Information Technology (IT) experience Steve Perrone joined Agility Metrics as the Vice President & CTO. Steve is a decisive IT leader who has honed his skills while working for a diverse set of industries starting with aeronautical engineering followed by manufacturing, distribution, and advertising. Steve has held several management positions where he acquired operations and business skills, notably as the North American Director of Information Technology for Trader Classified Media. Steve is highly focused on building, coaching, mentoring and motivating synergetic teams made up of both technology and business people. Observant of the business landscape, Steve is constantly prospecting and strategizing to deliver tangible business results. Although a strong believer of planning, Steve is stimulated by the prospect of finding opportunities during moments of crisis.
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 | Jazz Soor Director of Business Development Jazz Soor joined Agility Metrics in February 2010 as Director, Business Development. As an integral part of the sales team, his prime focus is to lead and execute the company’s business development strategies in the retail and consumer sectors. Jazz brings with him over 10 years of technology sales experience, having worked for SoftChoice Corporation, IBM, and a leading player in the Customer Experience Measurement space. At IBM, he was instrumental in developing and executing a disciplined sales strategy, as well as key Business Intelligence offerings. Jazz has proven to be highly successful in cultivating new business opportunities and in client relationship management. Jazz is based in Toronto and brings with him a Bachelor’s degree in Business and Information Management from Ryerson University.
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 | Michael Whitehouse Director of Marketing Michael lives and breathes customer experience metrics. Every aspect of his marketing career has been colored by a zeal to democratize the voice of the customer. For the last five years, he has held various marketing positions in the customer experience measurement space and has worked with brands such as Dell, Procter & Gamble, CBS, Ford, and IDG. An avid blogger with a unique slant on the omnichannel customer experience, Michael has also published white papers and spoke at industry events like the Online Marketing Summit and the eMetrics Marketing Optimization Summit. Michael is a graduate of McGill University.
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 | Elsa Solomon (B.Sc., M.Sc.) Senior Consultant, Healthcare Research & Evaluation
Elsa is responsible for helping our health care clients develop and implement client satisfaction survey programs designed for quality improvement. Prior to joining Agility Metris, Elsa was the quality manager the University of Montreal Health Centre (CHUM), a leading university teaching centre. There, Elsa was responsible for the design, implementation and management of the Centre’s overall quality improvement strategy. This involved numerous quality improvement surveys including patient experience measurement, internal stakeholder surveys and organizational climate assessments. Elsa was also responsible for coordinating hospital accreditation for all CHUM sites. She has also served as an Accreditation Canada surveyor on numerous occasions over the span of her career.
Elsa is considered by many peers in the field to be a leading expert in health care quality improvement and has written numerous articles and academic papers on the subject. She has also spoken at numerous events and symposia. As a clinician herself, she is highly knowledgeable in all facets of care delivery including acute care, ambulatory, long term and palliative care, nutritional science and mental health. Elsa’s expertise covers the entire surveying process and she excels particularly at questionnaire development, analysis and interpretation of survey results, management reporting, survey communications and providing quality improvement recommendations. Elsa holds a B.Sc. in nutrition and a master’s degree in health administration. She is fluently bilingual in English and French.
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