Room: International AB
Sponsor(s)
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Session Description
We will explore this topic with three presentations:
MiWay’s Journey Implementing the Sunflower Initiative for Hidden Disabilities:
In 2024, MiWay joined the global Sunflower Initiative for Hidden Disabilities to further support accessible services and improve the customer experience. Learn about MiWay’s approach and best practices for implementing a program to discretely support customers with hidden disabilities.
GoodMaps will share their experience with OC Transpo implementing a wayfinding tool for customers
Peak Demand will demonstrate how AI voice agents can be applied to customer service and wayfinding; The meeting will conclude with breakouts of round table discussions about communications challenges, successes with social media and ridership growth campaigns.
Speaker(s) / Presenter(s)
Suzanne Holder – MiWay
Suzanne Holder serves as the Manager of Customer Experience and Innovation for MiWay, City of Mississauga. As an inspiring leader, she guides a skilled team in delivering forward-thinking programs focused on strategy development, customer and employee experience, service excellence, and internal communications. She is driven by a passion for creating inclusive, purpose-driven environments. Suzanne is dedicated to creating environments where individuals feel valued, supported, and empowered to be their authentic selves. She actively champions cultural transformation to support business innovation, using a variety of business improvement approaches—especially human-centered design—to deeply understand user needs and deliver exceptional experiences. She is known for her positivity, professionalism, and creativity, Suzanne is a strong driver of positive change and continuous improvement.
Evelyn Tichenor – GoodMaps
Alex Lecky – Peak Demand
Moderator(s)
Justin Hoppner – OC Transpo