Blanchet (pictured) has worked with service companies across Canada for more than 20 years, including Bell Canada for 14 years and Laurentian Bank for seven years. She was most recently vice-president, client experience and marketing at customer services firm, Humania BPO.

During her career, she has optimised customer journeys, managed and redesigned loyalty programmes, worked on distribution channels (transactional sites, chat), created grassroots marketing initiatives, and managed dissatisfaction (complaints, relations with the Ombudsman).

Jean-Marc Léger, president of Leger, said: "Isabelle will lead our consulting services department and support our Canadian clients in understanding, measuring and supporting the customer journey. She brings unique experience to effectively transform data into strategic recommendations within my Leger Metrics team."