Ricardo Costa is a visionary technology leader with over 20 years of experience in driving efficiency and growth through the strategic application of technology. As Purolator’s Senior Vice-President and Chief Technology Officer, Ricardo is responsible for the end-to-end delivery of IT and digital solutions and services. He is deeply passionate about improving the customer experience and has a proven track record of supporting complex, North American-wide distribution and delivery networks, as well as leading large-scale technology projects through business collaboration and integration.
One of Ricardo’s primary areas of focus at Purolator is leveraging data and analytics to drive innovation and improve the customer experience. Under his leadership, the company has developed a range of cutting-edge digital solutions to support shippers and receivers, including the Purolator Your Way personal-delivery solution, which uses a “package digital twin” to track packages in real-time, as well as a virtual customer service assistant on the company’s website.
He is passionate about creating an environment where all employees can thrive, regardless of gender, ethnicity, or background. As a leader in the technology industry, Ricardo is committed to sponsoring women in technology and has actively supported initiatives aimed at increasing diversity and promoting inclusion.
Prior to joining Purolator, Ricardo served as the Chief Information Officer at Weston Foods, where he was instrumental in digitizing the Girl Scout cookies sales process and transforming the entire user experience. He has also held senior technology positions at Rogers Communications, Loblaw Companies Limited, and Deloitte.
Ricardo holds a bachelor’s degree in computer science from Universidade de Brasília and is a Certified Information Systems Security Professional (CISSP), a Certified Information Systems Auditor (CISA), and certified in Risk and Information Systems Control (CRISC). His expertise in technology, combined with his deep commitment to customer satisfaction, makes him a true asset to any organization.
Day 1: Nov 15, 2022
9:00 am
9:00 am
FIRESIDE KEYNOTE: DIGITAL FLUENCY DONE RIGHT
Achieving the best digital CX for all your stakeholders
Traditionally, people think of the customer experience relating to one customer or end user. Today, CX impacts so many stakeholders across an organization – all with different requirements and expectations. When it comes to e-commerce, Ricardo will discuss creative solutions that can be put in place to support the overall experience for service providers, employees and consumers, and how each user journey requires customized solutions and tools to be effective. From automated voice or chat, to apps, to frictionless returns, Ricardo will share his perspective on how organizations can harness technology to drive CX to achieve business outcomes.
Day 2: Nov 16, 2022
