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SupportWorld Live - Schedule Viewer

Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.

Click on session titles for full session descriptions. All times noted are in PT.

Session 805: A Transformation Tale: How One Company Reinvented Its Support Culture

Tammy Ward  (Managing Director, Team Member Collaboration and Enablement, ATB Financial)

Niko Miller  (Senior Manager, End-User Support, ATB Financial)

Location: Grand Ballroom 123

Date: Friday, May 20

Time: 10:20 am - 11:20 am

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track : Leading World-Class Teams, Pursuing Service Excellence

Session Type: Case Study

Vault Recording: TBD

Audience Level: All

In 2018, ATB Financial, a government-owned financial institution in Alberta, completed a significant cultural and technological transformation. Soon thereafter, the support leadership was tasked with extending that transformation and evolving how end-user support was delivered to ATB's team members. Attend this session to hear from those leaders, Tammy Ward and Niko Miller, and learn about the cultural foundation their strategy was built upon, how they built their high-performing team, and the values that have come to guide their leadership and define their team. Learn from the lessons they learned through seasons of rapid growth and the difficult changes that came with the pandemic, and how their team's values helped navigate them through all that and more.


Participants will walk away with tips on:

  • Building a team culture of belonging and inclusion that improves retention and performance
  • Why high performance starts with recruitment and the interviewing process
  • Establishing team norms and behaviors that foster empowerment
  • Building the team playbook like a GPS and being open to recalculating the route