Theresa Forman

Theresa is the President of McMillan, an independent creative agency headquartered in Ottawa, Canada, with offices in NYC that specializes in the brand experience for a global clientele. She's responsible for plotting the pragmatic course of action through business development, strategic services offerings and industry partnerships that define the agency's growth and corporate strategies. Theresa's been a B2C and B2B marketing professional for more than 25 years, honing her craft in the consumer-packaged goods, software and advocacy sectors and is a strategist-by-trade, which has amplified her life-long passion for pulling things apart to see how they work. She brought that insatiable curiosity to McMillan in 2007, building the agency's strategic services practice from a one-woman operation into the guiding force behind successful projects for Intuit, LexisNexis and Trend Micro, and becoming President in 2018.

Is it wise to rob CX to pay for growth?

The lack of attention to user needs will eventually manifest as a bottom-up revolt and when those users become decision-makers, it will negatively...