Chris Upfold, CCO, Toronto Transit Commission

Chris Upfold, CCO, Toronto Transit Commission

upfoldChris Upfold joined the TTC in June 2011 as the TTC’s first Chief Customer Officer with the key responsibility of ensuring that the voice of the customer is at the centre of the TTCs decisions. Chris’ group – Strategy and Customer Experience – defines the customer proposition, communicates with customers, measures performance of delivery and then adjusts the service offering based upon lessons of daily delivery. Chris also fills the role of TTC Deputy Chief Executive Officer with overall responsibility for all subway and surface transit, safety, finance and support services. Previous to joining the TTC he worked for London Underground for a decade where he lead a variety of teams and initiatives relating to smartcards, accessibility, customer information and customer safety.