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Michael Martino
Executive Director, Customer Experience and Digital Programs at Workplace Safety and Insurance Board (WSIB)
Toronto, Canada
I am a leader at the forefront of government transformation. Using a ground breaking Service Design approach, my team is reshaping the citizen experience and government service delivery. Using this human centred design approach, we are driving experiences that are simple, intuitive, engaging, and meet citizen's needs.
Being part of regulated industry, a large part of my role is ensuring that core business needs and concerns are addressed while continuously being a citizen advocate – delivering products that hit the customer experience sweet spot between business need and customer need.
As a Globally Certified Customer Experience Professional, I am tenacious in evolving the citizen experience - through a strategy that involves a seamless channel approach that combines a citizen's physical and virtual journey.
Michael Martino
Points
Academic
0
Author
30
Influencer
49
Speaker
25
Entrepreneur
0
Total
104
Points based upon Thinkers360 patent-pending algorithm.
Thought Leader Profile
Portfolio Mix
Company Information
Workplace Safety and Insurance Board (WSIB)
Executive Director, Customer Experience and Digital Programs
5 Reasons People Are Quitting During the Great Resignation
Import from medium.com
January 18, 2022
5 Reasons People Are Quitting During the Great ResignationToxic culture. “A toxic corporate culture is by far the strongest predictor of industry-adjusted attrition and is 10 times more important than compensation in predicting turnover,” report the authors. What does toxic mean exactly? The aut
How digital experiences are fueling the new digital economy
Import from medium.com
January 16, 2022
How digital experiences are fueling the new digital economyThis article was written by Ken Fine, CEO of Heap“The digital economy” and “the economy” may not yet be synonymous, but that gap is quickly closing. A recent analysis predicted that digital and digital-transformed businesses would
Digital transformation: Your 6 key teams in 2022
Import from medium.com
January 06, 2022
Digital transformation: Your 6 key teams in 2022Digital transformation is as much about people as technology. As you focus your digital initiatives in the coming year, consider how these pivotal groups of people can support your progress:Chief Digital Officer/Digital officeLine-of-business operatio
Omnichannel banking
Import from medium.com
January 04, 2022
Omnichannel bankingDriven by digitalization and changing customer behavior, the banking industry currently faces unprecedented disruption. Especially the role of the branch network, traditionally serving as a central contact point for virtually every step of the customer journey, is changing rapidly
The rise of the business technologist
Import from medium.com
January 02, 2022
The rise of the business technologistAs the pressure to deliver seamless digital experiences for customers and employees grows, so does the demand on IT departments. The volume of digital initiatives doubled during the pandemic, making it even more difficult for already stretched teams to keep up wi
Customer Experience Measurement Program
Import from medium.com
October 07, 2021
Customer Experience Measurement ProgramPeople’s lives don’t reflect the organizational structure of your organization.You customer’s world is not perfect — it is dynamic, turbulent, and chaotic.By now you have probably heard about needing an “Outside — In approach” to conducti
Episode 055 — How to Avoid Shiny Object Syndrome
Import from medium.com
October 02, 2021
Episode 055 — How to Avoid Shiny Object SyndromeEpisode 055 — How to Avoid Shiny Object SyndromeIn this episode, Vince and Mike explore the proverbial chasing of the tail, when your transformation seems to be constantly adjusting to the whims of leadership, to grow scope, but somehow w
Roles needed in a Transformation
Medium
September 20, 2021
When it comes to Transformations all companies are looking for the right team to lead this critical work. Companies, blog posts, white papers, podcasts all talk about this mythical team made up of superstars — but who exactly is this team? What are the right roles for this all-star team? How do they together?
Episode 054 — How Can Leaders Get Comfortable Challenging the Status Quo
Import from medium.com
September 19, 2021
Episode 054 — How Can Leaders Get Comfortable Challenging the Status QuoHow Can Leaders Get Comfortable Challenging the Status QuoHow can leaders push the proverbial envelop, and get comfortable in extending beyond pre-defined boundaries, and challenging their existing way of working, even i
Government as a Platform is not just about technology
Medium
February 22, 2021
Government as a Platform is not just about technology — it is a shift in mindset, culture, and organization. It is also a change in how a government’s relationship changes from simply a doer to more of an enabler and an orchestrator.
Episode 016 — The Roles Needed in a Transformation (Part 2)
Import from medium.com
September 14, 2020
Episode 016 — The Roles Needed in a Transformation (Part 2)Episode 016 — The Roles Needed in a Transformation (Part 2) — Business not as usual podcastThe stunning conclusion of our two episode view of the roles and characters you need in business, and especially in transformation
The Roles Needed in a Transformation (Part 1) — Episode 15
Import from medium.com
August 29, 2020
The Roles Needed in a Transformation (Part 1) — Episode 15The Roles Needed in a Transformation (Part 1) — Episode 15We’ve spent a bit of time so far taking about the importance of team in times of business transformation. And yet, we have yet to define what “team” means, and more
Dealing with Distributed Teams — Episode 14
Import from medium.com
August 19, 2020
Dealing with Distributed Teams — Episode 14Dealing with Distributed Teams — Business not as usual podcastWe’ve all had to figure out how to work in a distributed way pretty quickly, so in this episode, we’ll chat with a very special guest, Skaidra Puodziunas, who worked this way, e
The Art of Remote Working — Episode 13
Import from medium.com
August 10, 2020
The Art of Remote Working — Episode 13The art of remote workingIt would be totally wrong to say that things haven’t changed as a result of our need for physical distancing and working from home. But it would be just as wrong to say that some work becomes impossible (except if you are a hai
The Most Fire Episode on Governance in Business Transformation You’ll Ever Hear — Episode 12
Import from medium.com
July 29, 2020
The Most Fire Episode on Governance in Business Transformation You’ll Ever Hear — Episode 12The Most Fire Episode on Governance in Business Transformation You’ll Ever HearHere’s a question…does governance and bureaucracy add, or detract from a transformation program? As with most thi
Quick, Transform, GO — Episode 11
Import from medium.com
July 15, 2020
Quick, Transform, GO — Episode 11Business not as usual podcast — Episode 11When faced with the prospect of transformation in the face of a pandemic, what choices do you really have? Well, maybe more than you think.https://medium.com/media/6b70974ffbfe7dec2dadfb68c4bbb7ab/href
Balancing Transformation with Business As Usual — Episode 10
Import from medium.com
July 03, 2020
Balancing Transformation with Business As Usual — Episode 10Balancing Transformation with Business As Usual — Episode 10Few organizations can shut down day to day operations to navigate their transformation. So how do you balance the two, competing priorities?https://medium.com/media/7
Transformational Change and the Role of Story Within It (an interview with Lori Silverman) —…
Import from medium.com
June 28, 2020
Transformational Change and the Role of Story Within It (an interview with Lori Silverman) — Episode 9Business not as usual podcast — Transformational Change and the Role of Story Within It (an interview with Lori Silverman)Hold on to your hats for this XL episode of the Business (Not)
The Broader Implications of AI — Episode 8
Import from medium.com
June 17, 2020
The Broader Implications of AI — Episode 8Business not as usual podcast — The implications of AIWe continue our discussion from the last episode. We discuss the broader implications of AI on work, education, and the future.https://medium.com/media/30900fd87910858fc8c5c52261001022/href
The Role of AI — Episode 7
Import from medium.com
June 08, 2020
The Role of AI — Episode 7The Role of AI — Interview with Rhonda ScharfIt’s a special day on the podcast, with our first guest, Rhonda Scharf, talking about AI and its impact on the world of work. In this episode, we don’t just scratch the surface of the topic, but try to get granu
Service Design Award WInner 2021
Service Design Network
December 01, 2021
The Service Design Award, from the Service Design Network, is an international award for service design. The award recognizes work of an exceptional standard in the field of service design. The awards are prestigious and considered as the highest seal of excellence in the service design space globally. The WSIB won over large global consultancies and organizations in the public sector category.
Insurance-Canada.ca Technology Awards
Insurance-Canada.ca
May 07, 2021
To celebrate organizations in the Canadian Property and Casualty Insurance industry whose implementation and use of technology shows a significant impact on a process or group of processes used in the marketing, sale, processing and servicing of insurance in Canada.
Service Design Award 2020 - The Finalists
Service Design Network
February 22, 2021
The Service Design Award, curated by the Service Design Network, is the first international service design award to recognise the service design community's achievements in both the public and private sectors.
Guidewire 2020 Innovation Award Winner
GuideWire
November 18, 2020
The WSIB for improving the experience for people with work related, noise-induced hearing loss, adjudicators, and health care providers by reducing the time it takes to make decisions on these types of claims.
The Versature Award for Digital Innovator of the Year - Finalist
IBA Awards
November 27, 2019
Now marking its fifth year, the annual Insurance Business Canada Awards is the leading independent awards celebrating excellence in the insurance profession across the nation.
The awards showcase the outstanding brokers, brokerages, insurers, underwriters, MGAs and risk managers for their achievements, innovation and leadership in the industry.
The Insurance Business Canada Awards is presented by Insurance Business Canada, the leading business resource and publication on in-depth industry issues, news, analysis, market trends, business analysis and intelligence, for today’s most sophisticated insurance brokers and advice professionals.
The Missing Pieces of the Digital Transformation Puzzle
PMXPO
March 25, 2021
The business world is in a constant state of transformation. And the most common of these are digital transformations. And yet, despite all our practice, we have a less than stellar track record with transformations. The whole point of a transformation should be to improve the way you do business, and to not revert to the old-world way of doing things. So, what's the deal? Why are so many transformations failures? In this session, we'll explore the often overlooked components of people and process, and the role they play in successful transformations.
Episode 048 - The Impacts of Toxic Leadership
Business not as usual podcast
March 02, 2021
In the political battlefield that is the corporate world, you expect to have a few bad actors...so-called, toxic stakeholders. But what if that bad behavior is coming from the leaders at the top of your organization?
Episode 3: GaaP - Collaboration for better outcomes | Digitization of Government
PodBytes: KPMG Canada Podcast
October 29, 2020
What is GaaP? Government as a Platform (GaaP) has come to mean many things including a route to better service delivery and being the foundation for government participation. GaaP poses challenges as well as opportunities for institutions embarking on a digital journey.
Key Drivers to Success | Digitization of Government
PodBytes: KPMG Canada Podcast
October 08, 2020
How does organizational culture, affect the digital adoption process? Michael Klubal, National Industry Leader, Infrastructure, Government & Healthcare of KPMG in Canada, is joined again by Michael Martino, Executive Director, Customer Experience and Digital Programs of Workplace Safety and Insurance Board (WSIB), as they discuss how collaboration, governance and customer-centric ideology is key to shifting to a digital approach.
Tags: Digital Transformation, Digital Disruption, GovTech
Episode 1: Embarking on a digital journey | Digitization of Government
PodBytes: KPMG Canada Podcast
October 01, 2020
Digital adoption continues to be a top priority for CEOs. Michael Klubal, National Industry Leader, Infrastructure, Government & Healthcare of KPMG in Canada is joined by Michael Martino, Executive Director, Customer Experience and Digital Programs of Workplace Safety and Insurance Board (WSIB) to discuss how the organization began their journey towards digital transformation.
Tags: Digital Transformation, Digital Disruption, GovTech
The Case for Transformation in Government
Business not a usual podcast
July 07, 2020
Around the world, public institutions and government agencies are in the midst of transformation. Not in the ideological sense, but in the business, and specifically digital sense. Which begs the question, "why?" given they usually don't have to compete for market share, so why invest in making things better for their citizens? We'll explore that and so much more in this episode of the podcast.
Design as an approach to problem solving
Ontario Digital Service
January 16, 2020
What if we approached every problem in government from the perspective of the customer referring to both citizens on the receiving end of a service, and employees, on the delivery front, from start to completion?
Whips and Nuns and Other Stuff
Analysts After Work
May 25, 2021
As the title would suggest, this episode covers a lot of ground. In this special cross-over edition, we catch the livestream of Vince's Analysts After Work, with a familiar guest, and also, Gregg Brown, who is a leader in change and the future of work.
PMBA - The Missing Pieces of the Digital Transformation Puzzle
PMBA
May 25, 2021
The business world is in a constant state of transformation. And the most common of these are digital transformations. And yet, despite all our practice, we have a less than stellar track record with transformations. The whole point of a transformation should be to improve the way you do business, and to not revert back to the old-world way of doing things. So, what's the deal? Why are so many failures? In "The Missing Pieces of the Digital Transformation Puzzle", we'll explore the often overlooked components of People and Process, and the role they play in successful transformations
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5 Reasons People Are Quitting During the Great Resignation
How digital experiences are fueling the new digital economy
Driving decision deep into your organization
Digital transformation: Your 6 key teams in 2022
Omnichannel banking
The rise of the business technologist
Customer Experience Measurement Program
Episode 055 — How to Avoid Shiny Object Syndrome
Episode 054 — How Can Leaders Get Comfortable Challenging the Status Quo
Service Delivery — The Challenges for the Government
Government as a Platform is not just about technology
2021 Digital Government Priorities
Episode 016 — The Roles Needed in a Transformation (Part 2)
The Roles Needed in a Transformation (Part 1) — Episode 15
Dealing with Distributed Teams — Episode 14
The Art of Remote Working — Episode 13
The Most Fire Episode on Governance in Business Transformation You’ll Ever Hear — Episode 12
Quick, Transform, GO — Episode 11
Balancing Transformation with Business As Usual — Episode 10
Transformational Change and the Role of Story Within It (an interview with Lori Silverman) —…
The Broader Implications of AI — Episode 8
The Role of AI — Episode 7
Service Design Award WInner 2021
Insurance-Canada.ca Technology Awards
Top 50 Global Thought Leaders & Influencers on GovTech
50 Podcasts from Thinkers360 Thought Leaders You Should Listen To in 2021
Guidewire 2020 Innovation Award Winner
North American Customer Centricity Awards - Business Change or Transformation
The Versature Award for Digital Innovator of the Year - Finalist
50 Podcasts from Thinkers360 Thought Leaders You Should Listen To in 2021
Episode 3: GaaP - Collaboration for better outcomes | Digitization of Government
Key Drivers to Success | Digitization of Government
Episode 1: Embarking on a digital journey | Digitization of Government
Business not as usual Podcast
Everybody Was Service Designing
PMXPO - The missing pieces of Digital Transformation
PMI - The missing pieces of Digital Transformation
