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John Dumo, CCXP, has extensive experience in customer success and experience, currently serving as Vice President of Customer Success and Customer Experience at Softchoice since June 1998. Dumo leads the development and design of Softchoice’s Customer Experience practice, integrating Voice of Customer programs with methodologies such as Six Sigma and Design Thinking to enhance customer satisfaction and value realization. Previous roles include Director of Customer Experience, where strategic projects were implemented to improve key business metrics, and Sr. Manager of Fulfillment and Technology Deployment Services, focusing on technology installation for customers. Additionally, Dumo has contributed to corporate social responsibility as a Board of Directors member for Softchoice Cares, teaching business innovation courses at the University of Toronto School of Continuing Studies from 2018 to 2022. Dumo holds a Masters Certificate in Six Sigma from Schulich School of Business and a degree in Civil Engineering from the University of New Brunswick.