Tracy Fleming

Advanced Solutions, Avaya

The link between company and customer is built on experiences. It might be products and services that bring people to engage with a company in the first place, but it’s the quality of the interaction that retains customers, or loses them. Wherever and whenever that point of contact occurs, there’s a need to deliver an experience that’s welcoming, useful, appropriate, and enjoyable. With more than seven billion people on this planet, however, each with their own needs and desires, it’s simply impossible to curate a single experience that will suit them all. What one customer loves, another will hate.

And that really matters. People are no longer willing to accept friction in their interactions with companies. They know that there’s a better way and they expect it. The data is quite clear that customers are more than willing to walk away from a company after a bad experience. But how can you consistently create a good one for an audience with infinite variety?

The augmented human experience

In today’s era of cloud AI, the golden prize of a truly personalized experience for each customer is finally within reach. The answer is not, however, replacing agents with computers. Instead, we can augment the capabilities of the agents with AI, blending the human and the digital to create a seamlessly personal experience. “The human piece of this isn’t going away,” says Tracy Fleming, Practice Leader for AI at Avaya, a multinational technology company that specializes in cloud communications and workstream collaboration solutions. “Human interaction is still the gold standard. What you’re seeing is AI enabling that human to provide a better experience.”

Artificial intelligence is by no means a new area of exploration within the customer experience field, but as the capabilities of modern AI continue to grow exponentially, the implementation is taking on a whole new character. “The cloud is really the accelerator for the applied use of AI,” says Fleming. “It allows the technology to be applied seamlessly across an entire business model, and so we’re certainly seeing it being deployed in a much broader range of applications. But the core capabilities in this space have been executed in the Avaya world for years.”

Human interaction is still the gold standard. What you’re seeing is AI enabling that human to provide a better experience.

The angel on the shoulder

One of the major new developments is the ever-increasing speed and flexibility with which these AI solutions can be integrated into ongoing interactions. Gone is the time of AI systems facilitating the start of an interaction and then analyzing it afterwards. Whereas it used to be the norm for something like five percent of daily calls to be thoroughly analyzed after hours, now one hundred percent of calls can be analyzed as they’re happening.

AI still plays an integral role in directing the right customer to the right agent, not only for their needs, but also for their personality, demographics, and mood. But then it stays on the line. “What’s been really interesting due to the amount of computing and storage in the cloud today is the way we can provide outcome and input to agents in real time,” says Fleming. “We can have the AI acting as the front door concierge and also sitting on the shoulder of the agent as they’re talking. The AI hears what the customer is saying, finds the relevant data, and then renders it out to the agent on the fly. And it can prompt the agent before the call is over if they forget something, so you never have these incomplete experiences.”

The end result is an experience that is even more human. This is the real arc of the AI transformation, as it allows us to rehumanize our interactions. After decades of digitization and depersonalization, technology is building us a bridge back to genuine human connection.

Let’s see how your company scores on the total experience self-assessment?

There’s nothing artificial about an experience

When implemented properly to build dynamic experiences, artificial intelligence creates an environment where the humanity of both the agent and the customer is able to shine. The Avaya Experience Builders ecosystem leverages all the power of this technology to customize customization itself, so that the experience can be refined down to the essential of the business and then broadened again to fit the rich diversity of its customers. When done right, the most diligent AI experience work renders itself almost invisible.

“When a customer gets off a call thinking that, for 10 minutes, they were the only thing in that person’s world, they may not think to themselves, that was an incredible use of artificial intelligence,” says Fleming. “I would argue that’s the point. I think artificial intelligence is at its best when you don’t know it’s there.”

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Ulrike Bahr-Gedalia

Senior Director of Digital Economy, Technology, and Innovation, Canadian Chamber of Commerce.

John Weigelt

National Technology Officer, Microsoft Canada

As artificial intelligence grows to become mainstream around the world, the need for building trustworthy AI systems has become paramount. With emerging technology like AI, key factors such as privacy, fairness, safety, transparency, inclusiveness, and accountability need to be taken into consideration. As we look ahead, one thing becomes clear: AI will be celebrated for its benefits but also scrutinized and, to some degree, feared. 

In conversation with John Weigelt, National Technology Officer at Microsoft Canada, Ulrike Bahr-Gedalia, Senior Director of Digital Economy, Technology, and Innovation at the Canadian Chamber of Commerce, takes a closer look at how AI can benefit everyone and be developed and used in ways that warrant people’s trust. With facial recognition becoming more widespread, Weigelt and Bahr-Gedalia discuss the concerns about the dangers of the technology and the controversies surrounding it. They also weigh the positive use cases for facial recognition against growing societal concerns, especially as regulators have yet to provide clear rules. 

I firmly believe that if you develop technology that has the potential to change the world, you bear a responsibility to help address the world you’ve helped to create.

Ulrike Bahr-Gedalia: What is the biggest challenge we face when it comes to emerging technologies such as AI?

John Weigelt: I’m excited about the possibility of AI augmenting and amplifying human ingenuity to create great breakthroughs and advances. However, while there’s great potential for technology to help address society’s biggest issues, the pace of this change is also raising new challenges and amplifying existing inequities in our communities. 

I believe that one of the biggest hurdles we face when it comes to AI is ensuring that there are the proper guardrails and frameworks put in place for AI systems. As Microsoft’s President, Brad Smith, has said, “Information technology has become both a powerful tool and a formidable weapon, creating a set of challenges with no pre-existing playbook.” The need for strong advocacy, collaboration, and government intervention has never been more important. 

UBG: How does Canada fare globally when it comes to a comprehensive AI regulatory regime and the development of responsive frameworks for regulating AI? 

JW: In my view, emerging technologies like AI require a legal floor of responsibility governed by the rule of law. It’s important for governments to frame laws to regulate this technology. Unless we act, we risk waking up five years from now to find that facial recognition services have spread in ways that exacerbate societal issues. 

In Canada, we’re doing a lot of work with the government to help advocate for the need for an updated policy. Our fundamental belief is that for AI to benefit everyone and change the world, it must be developed and used in ways that warrant people’s trust.

UBG: What about the responsibility of the private sector? 

JW: As AI systems become more mainstream, we have a shared responsibility as a society to create trusted AI systems, and we need to work together to reach a consensus on what principles and values should govern AI development and its use.

Microsoft was one of the first major technology companies to call for thoughtful government regulation on facial recognition technology because we believe a technology as powerful as this requires both the public and private sectors to develop norms around acceptable use. 

We supported regulations that would apply to all providers of facial recognition services, including our own. In addition, we’ve applied advanced facial regulation proposals to our own business as a matter of self-regulation. This is the type of action and collaboration we need cross-sector. 

UBG: Do you have any recommendations for Canadian businesses considering integrating AI into their business processes?

JW: I firmly believe that if you develop technology that has the potential to change the world, you bear a responsibility to help address the world you’ve helped to create.

My advice would be to proactively establish guardrails for AI systems so that you can make sure that any risks are anticipated and mitigated, and benefits are maximized. I would encourage businesses to review Microsoft’s AI principles to ensure that AI systems are fair, reliable and safe, private and secure, inclusive, transparent, and accountable.

AI is a defining technology of our time, and we’re optimistic about what AI can do for people, industry, and society — now and in the future. But we need to get it right the first time. 

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Dr. Sylvain Charlebois

Director of the Agri-Food Analytics Lab, Dalhousie University

Kathlyne Ross

Vice President of Product Development & Innovation, Loblaw Companies Limited

Club Coffee’s innovations and strong partnerships are helping Canadian coffee lovers make more conscious, sustainable choices.

Coffee is a beloved and welcome part of everyday life for millions of Canadians. Its inviting aroma and distinctive flavour start our mornings, end our dinners, and give us breaks in between. With more than 70 percent of Canadian adults enjoying a coffee on an average day, that calls for a lot of coffee beans — about 1,000 tonnes of them daily.

Canadian coffee lovers increasingly expect more from that coffee — they want sustainable options like fair trade coffee and compostable or recyclable packaging. Club Coffee is helping top-selling North American brands and many of Canada’s leading retailers answer the call. Leveraging its long history and expertise, Club Coffee is leading the way in sustainable packaging innovations and helping Canadians make their coffee habit more sustainable.

A long history of innovation

Club Coffee has a 100-plus-year history, having evolved from a roaster to a sustainable packaging innovator and long-term partner of choice for major names like Loblaw.

“We’re known for delivering coffee innovations,” says Solange Ackrill, Vice President of Marketing and Corporate Strategy at Club Coffee. “Many of our people have come to us from big retailers and consumer packaged goods companies. Their wealth of knowledge enables us to execute breakthroughs that really create points of differentiation that add value for our customers and their consumers.”

Building an innovation-focused culture and agile team has helped Club Coffee drive industry-leading advances. “Our culture is grounded in our people and our talents,” says Ackrill. “We can see what consumers want and know what our customers need. We put all that together to get to results faster.”

Creating sustainable solutions

Consumer demand for more premium and sustainable offerings is putting Club Coffee in the spotlight, as industry experts are seeing firsthand.

“A growing number of Canadian consumers are expecting Canadian companies to do things differently,” says Dr. Sylvain Charlebois, Director of the Agri-Food Analytics Lab at Dalhousie University. “They want to support brands that are great environmental stewards.”

Club Coffee’s ability to translate environmental stewardship and other priorities into action makes it a great partner to major brands and retailers. Those strong links help it to drive innovation, value, and consistent supply.

Food costs are obviously influenced by agricultural commodities, which can drive prices higher. But the sector can also be impacted by higher material costs as well, and steel is a good example right now.

A new step forward in sustainable packaging

“We’re always looking for ways to bring innovation to the food industry and in doing so, develop partnerships with companies that share our passion,” says Kathlyne Ross, Vice President of Product Development and Innovation at Loblaw Companies Limited. “Our partnership with Club Coffee began several years ago, and in 2016 we launched our PC® 100% Certified Compostable Single Serve Coffee Pods, kicking off our journey together on developing sustainable packaging in the coffee category.”

Canadians love coffee and drink quite a lot of it, so when we work with partners on packaging that’s recyclable, our work together starts to make a big impact.

Supported by Loblaw’s leadership and commitment to sustainability, Club Coffee is now helping the retailer meet consumer needs and its ESG commitments through the latest world-class innovation with the launch of the new AromaPak coffee packaging. AromaPak featuring Boardio^® paper-based technology is recyclable packaging for bagged and can coffee. This sustainable packaging solution significantly reduces plastic use and is made using fibre from sustainably-managed forests, certified by the Forest Stewardship Council.

“We want to offer our customers choice in the grocery aisle and that includes innovative packaging solutions that reduce the amount of waste sent to landfills,” says Ross. “Canadians love coffee and drink quite a lot of it, so when we work with partners on packaging that’s recyclable, our work together starts to make a big impact.”

Making your coffee habit more sustainable has never been easier.

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The plastic pollution crisis meets the underlying criteria necessary to classify the issue as a threat to global security, yet it lacks a legally binding global treaty.

The potential long-term detrimental health effects of plastic pollution remain contentious while environmental implications are wide-ranging and globally devastating. Investigatory research demonstrates genuine cause for concern and evolving consequences when evaluating the effects of mismanaged plastic waste. When defining matters of global security using a plastic pollution lens, traditional definitions of security are widened to include matters of environment, health, and civil rights. These matters are increasingly being considered politically important and, as matters of security, as they take the center stage of many political agendas globally.

Defining security and plastic pollution

When defining matters of global security, research demonstrates that specific criteria must be met, which include:

• Threat to preservation of international peace
• Transboundary threat
• Political action has been taken
• The issue has “real-world” consequences
• Drastically threatens or degrades the quality of life of state inhabitants over a brief time span

These underlying criteria are found in other significant environmental crises that are well established as threats to global security such as global climate change, biodiversity and species loss, invasive species, ozone depletion, and persistent organic pollutants (POPs). These recognized threats have extensive binding global treaties which catalyze global action to minimize or eliminate their effect. What is alarming, however, with the issue of plastic pollution is that, although it meets all the same criteria, the world has not yet developed a globally binding treaty to curb the devastating effects and serious risk of this ubiquitous pollution. To make matters worse, plastic pollution contributes to many of the existing recognized ecological threats to global security, worsening their cumulative effects such as atmospheric carbon.

Finding solutions among the disparity

There are no proven formulas which provide one solution to ending the plastic pollution crisis. Solutions must be localized, diverse, accessible, and as equally complex as the issue of plastic pollution itself. Over the last decade, Ocean Legacy has been creating a plastic pollution emergency response program called EPIC, a strategic platform which integrates Education, Policy, Infrastructure, and Cleanup. This program was designed to educate a global population around the effects of plastic pollution, to build advocacy tools, and identify policy gaps that build effective practices which manage plastic wastes, to give plastic waste an economic value and stimulate the plastic circular economy with infrastructure development, to provide training to facilitate cleanups, and to develop immersive learning tools to steward the natural environment.

The future of plastic is circular. Circularity is a founding ideology that I believe will become the accepted norm which sustains the very basis of humanity’s survival. Circularity is where humanity learns to harmonize its behaviour with nature and provides the opportunity to reevaluate and redesign our current state of affairs. To move forward into a life-supporting reality, establishing the following will be critical:

• We need a coordinated globally binding treaty to catalyze world-wide action and to harmonize patch work policy
• We must teach our children the importance of building a meaningful relationship with the natural planet and educate the general population on the threat of plastic pollution
• The need for more long-term research on the human health effects of plastic pollution is urgent
• Mandating recycled content standards in manufacturing and redesigning products with their full life cycle in mind must become common practice
• Capital investment to build new systems which foster behaviour change and develop infrastructure are paramount

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Plastic can be a valuable material. But the amount of it that currently ends up in oceans and landfill is now almost universally recognized as unacceptable.

Plastic can be a valuable material. But the amount of it that currently ends up in oceans and landfill is now almost universally recognized as unacceptable. In Canada, over 85% of plastic is used only once and is then discarded.

This huge waste problem is an inevitable part of the linear economy that we all operate in – we take resources from the environment, make things with them and then dispose of them as waste. It’s an unsustainable system and one which is responsible for at least 45% of global greenhouse gas emissions (GHGs).

There is another way. The adoption of a circular economy can tackle plastic pollution at the source as well as potentially mitigate climate change. But it does require some big changes to the ways that most businesses operate – eliminating the plastics we don’t need at the design stage; innovating to ensure the plastics we do need are reusable, recyclable, or compostable; and circulating everything to keep it out of the environment and in the economy.

Get this right and the benefits could be widespread. A circular economy has the capability to reduce GHGs from the production, use, and disposal of plastics by 25%, and create 700,000 new jobs by 2040.

In 2018, the Ellen MacArthur Foundation and the United Nations Environment Programme established the Global Commitment to bring together businesses and governments behind a common vision of a circular economy for plastic. More than 500 organizations have agreed to work towards concrete 2025 targets on how they produce, use, and reuse plastic.

These actions are furthered by a network of groups, sharing best practices. Under the banner of the Foundation’s global Plastics Pact Network, there are now 10 Plastic Pacts convened at individual country levels, together with two regional Pacts.

Canada’s Plastic Pact was launched in January 2021, led by The Natural Step Canada and with members including Walmart, Danone Canada and Maple Leaf Foods. The group has just unveiled its Roadmap for 2025 – a manifesto comprising four targets;

1.    Define a list of plastic packaging that is to be designated as problematic or unnecessary and take measures to eliminate these by 2025

2.    Support efforts towards 100% of plastic packaging being designed to be reusable, recyclable or compostable by 2025

3.    Undertake ambitious actions to ensure that at least 50% of plastic packaging is effectively recycled or composted by 2025

4.    Ensure an average of at least 30% recycled content across all plastic packaging (by weight) by 2025.

These are ambitious goals, but action is already happening among international businesses. The latest Global Commitment Progress Report shows that after decades of growth, the use of virgin plastic (i.e plastic that has not yet been used) appears to have peaked for Global Commitment brands and retailers.

Many challenges remain. Progress has largely been driven by recycling, but that is not enough to solve plastic pollution. We need urgent action to eliminate single-use packaging.

We also need a legally binding, global agreement to level the playing field so that all businesses and governments can play their part. A large number of businesses and countries are supportive of a UN treaty on plastic pollution.

Everyone has a vital role to play in solving the plastic problem. Businesses, public organizations and citizens are all encouraged to be inspired by the Roadmap and find their way of contributing to this shared action plan. Where will you start?

The post Eliminating Plastic Waste at Source in the Circular Economy appeared first on HiveInnovates.

What sparked your passion for a zero-waste lifestyle?

⁠It might be surprising but I didn’t start going zero waste because I loved the planet: I suffered from a major hormonal imbalance in college which led to a lot of pain, doctor visits, full-blown cystic acne, mood swings and mental health issues. So, I started reducing my exposure to endocrine disruptors which are found in a lot of products we come into daily contact with. One of my favourite books on this topic is Estrogeneration which explores the link between synthetic estrogen with our bodies and nature.

It all clicked for me when I moved to California, that the changes I was making to my personal health weren’t only better for me, they were also better for the planet.

I started my blog goingzerowaste.com because I wanted people to know they could save money, be healthier, and be more ecofriendly. It seemed like a no-brainer, and I wanted to help people make this transition easy and fun.

What does zero waste or eco-friendly living mean to you?

To me, it’s just about wasting less and being a good steward of what I have.

Buy fewer items. Use that last drop of shampoo. Upcycle your glass salsa jar to store leftovers. Reuse that promotional cotton tote until the straps fall off and then stitch them back on. Invest in products that will last a lifetime. Focus on timeless things that bring you joy rather than trends. Shop second hand. Eat fewer animal products, more plants, and remember, it’s not about being perfect.

We need to hold corporations and legislators accountable to ensure safe access to clean air, clean drinking water, and a safe environment for everyone.

What are your top tips for getting started?

1. I recommend that everyone start with the big four.
2. Say no to straws. If you need straws or like them, try and opt for a reusable one. My personal favourite is glass.
3. Ditch the plastic water bottles. Did you know tap water is more regulated than bottled water? If you don’t like the taste of you
4. Ditch plastic water bottles. Did you know tap water is more regulated than bottled water? If you don’t like the taste of your water, invest in a filter, you will save so much money in the long run. I prefer an insulated water bottle that keeps hot drinks hot and cold drinks cold.
5. Bring your own bags to the store. If you tend to forget, get a couple that fold up real small and attach to your key ring so they’ll always be with you.
6. Avoid coffee cups which are actually lined with plastic and unrecyclable in most places. The lids aren’t recyclable either. If you have your handy-dandy insulated water bottle on you, you can grab your coffee, or ask for it in a real
   mug to stay.

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Nivera Wallani

President & General Manager, KFC Canada

Armando Carrillo

Food Innovation Manager, KFC Canada

KFC’s commitment to sustainable packaging is setting an example for the industry and helping to protect our planet.

Protecting the planet is one of KFC’s core values, and over the last several years the company has made great strides in lessening its environmental footprint. A big part of this initiative has been the restaurant’s commitment to evolving its food packaging. Today, you won’t find a plastic straw in sight at a KFC restaurant, and the company has launched some truly innovative new products, like bamboo buckets and fibre based cutlery along with other sustainability-minded initiatives, including their recent commitment to move to 100 percent home compostable packaging by 2025.

A long history based on unique values

KFC’s leadership in making its food packaging more environmentally-friendly and sustainable has a big impact, especially as it’s one of the largest global restaurant chains.

Founded by Colonel Harland Sanders in 1952 down in Kentucky, KFC is now the world’s most popular chain of chicken restaurants. Today, KFC has more than 25,000 restaurants across 145 countries and territories around the world, including more than 600 locations right here in Canada. 

To this day, the Colonel’s proprietary blend of 11 herbs and spices is still used to season KFC’s world-famous chicken, and it remains a closely-guarded secret. Colonel Sanders, the visionary behind Kentucky Fried Chicken, is still an important part of KFC’s brand and values. Throughout everything the Colonel did, he espoused his own unique brand of values, famously saying, “A man’s life is written by the way he lives it.” Here in Canada, the team at KFC has been writing its own unique chapter in the KFC story — and embodying the Colonel’s integrity and spirit of hard work remains at the core.

Protecting the planet is one of KFC’s core values and over the last several years the company has made great strides in lessening its environmental footprint.

Sustainability that’s grounded in a sense of responsibility

Reducing plastic packaging and waste is essential for conserving resources and energy, reducing greenhouse gas emissions, and decreasing pollution. KFC understands this imperative and is at the forefront of sustainable packaging and practices in the fast food industry.

KFC has been leading the industry in sustainable packaging since 2019, when it removed all plastic straws and bags from its restaurants, eliminating 50 million plastic straws and 10 million plastic bags across the country and replacing them with fibre-based alternatives. KFC also now sources 100 percent of its fibre-based packaging from recycled sources.

“We’re on a continuous journey to lessen our environmental footprint and believe that, as one of the largest global restaurant brands, we can make a tremendous impact not only in our local communities but our global footprint as well,” says Nivera Wallani, President and General Manager of KFC Canada.

A commitment to reusable, recyclable, and compostable packaging

The KFC bucket is an iconic part of the brand’s heritage, and evolving it into a bamboo version was a major step forward in achieving their goal to eliminate non-recoverable or non-reusable plastic-based packaging by 2025. Bamboo is fast-growing, anti-bacterial, and 100 percent biodegradable — the perfect solution. KFC has removed 12 million plastic poutine containers from its operations by transitioning to bamboo.

“We want KFC’s packaging to be forward-thinking and inspiring, and to champion functionality, food safety, and eco-friendly solutions,” says Armando Carrillo, Innovation Manager at KFC Canada. “We’ve continued to accelerate our efforts and push the boundaries to bring more environmentally-sustainable packaging solutions to market, including our move to bamboo poutine buckets.”

Inspiring change and constantly innovating

KFC has also been testing fibre-based cutlery. In November 2020, select restaurants began testing a new fibre-based spork made from bamboo, corn, and sugarcane. The new cutlery naturally decomposes at room temperature and requires no additional treatment, nor does it leave any toxic by-products. The process of decomposition takes approximately 18 months. Once fully introduced into the KFC restaurant system, the compostable cutlery will eliminate 40 million pieces of plastic cutlery annually.

KFC also recently announced that by 2025, all consumer-facing packaging will be fully home compostable, and the first home compostable bucket will begin piloting this year. KFC’s new eco-friendly sandwich bag, currently rolling out across all restaurants nationally, is an excellent new addition to the company’s home compostable initiatives. It’s made with 100 percent sustainably-sourced paper and coated with a plant-based, certified home compostable, marine-degradable coating. This bold commitment will divert nearly 200 million pieces of packaging from Canadian landfills each year.

“We hope it encourages our peers in the industry to follow suit,” says Wallani. “One of our leading principles at KFC Canada is feeding people, not landfills. The move to 100 percent home compostable consumer packaging is a bold and ambitious step we’re taking to inspire positive change in the communities we operate in.”

Giving back with the Harvest program

Alongside its packaging, KFC also takes food waste extremely seriously and donates its surplus chicken to charities within its local communities through its Harvest program. The team at KFC was inspired to create its prepared food donation program when it learned that there’s enough wasted food in the world to feed two billion people, as estimated by the Food and Agriculture Organization of the United Nations.

KFC works with suppliers to purchase only as much fresh food as it expects to sell to customers based on its projections, and any surplus food is donated to food banks, soup kitchens, and other non-profits across Canada through Harvest. The restaurant donates an average of 85,000 pounds of food annually. Since 2016, KFC restaurants have donated over 260,000 pounds of food to 241 unique charities across the country.

“KFC Canada is committed to fighting food waste through our Harvest program while helping nourish those in need of high-quality protein — one of the most in-demand foods at relief shelters and food banks across the country,” says Wallani. “Colonel Sanders famously said, ‘I’m proud that I’ve helped bring good chicken to the tables of millions of people.’ Through Harvest, we’re building on that achievement beyond our restaurants while also ensuring it doesn’t end up in landfills.”

Fostering a sustainability culture

There’s no doubt that KFC is a major player in sustainability. The company’s strong voice and stance on sustainability demonstrates to its team members and franchisees that it has a stake in the game and that it cares. The KFC team lives and breathes a heart-led culture, giving its teams the permissibility to live these values every day.

KFC also works hard to ensure that its in-store initiatives make living this approach easy. For example, it’s on a mission to digitize all back-of-house operations, meaning no more paper and waste, and doing everything electronically (which also helps with supply chain management), allowing its team members to focus on delivering the best possible customer experience. KFC has also removed all financial barriers for its franchisees by paying the up-front costs for their restaurants to onboard onto the Harvest program.

KFC is working hard to inspire its industry peers and make a tremendous impact. And it’s working.

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As the cost of living and population density rises in major cities, businesses are looking at the advantages of living and working in smaller centres.

Small-to medium-sized businesses (SMEs) are an important part of Canada’s economy. According to a report published by Innovation, Science and Economic Development Canada in 2020, SMEs account for more than 50 percent of the value added to the country’s GDP. But, as the cost of living continues to rise and population density grows in major city centres, many businesses are looking at the advantages of living and working in smaller cities and towns.

Truro, Nova Scotia recognized the professional and personal needs of business owners and has been savvy in creating a place where entrepreneurs can find the services they need to run their business and a place to call home at the end of the day.

Here are just a few reasons to consider Truro

Location, location, location: This real estate idiom really does hold true. Truro is located approximately 30 minutes from Halifax Stanfield International Airport; is at the junction of TransCanada Highway 104 and Highway 102; the confluence of the north-south and east-west rail lines; and is about one hour from the Port of Halifax—making this town a dream destination for any business that relies on the shipping of goods to and from the rest of the province, Canada and the world.

The best of both worlds: Truro offers a small-town sensibility with the amenities of a big city. “Over the past 10 years or so, Truro has invested a lot in infrastructure, which has enhanced the quality of life here,” said Alison Grant, Manager of Economic Development, Town of Truro. This includes a new hospital, full-service recreation and aquatic centre, library and a 3,000-acre park. New residents will also find a vibrant downtown which includes a local farmer’s market, small local shops, services, and restaurants, all located close to quality family homes, with an average price of $230K in the local area.

The personal touch: This is a town where business owners know other business owners, and everyone knows where to turn for support. “We work closely with businesses and people know that we are only a phone call away,” Grant comments. Programs are designed to meet current needs. During the COVID-19 shutdown, for instance, the Town of Truro partnered with the local Business Improvement District and organized a free local delivery service so companies could get their products to the local consumers. This helped to encourage local spending and was a significant resource for the local small businesses. The organizations also offered a streetscape and beautification program so when local shoppers and tourists started going downtown again, businesses were welcoming and ready for when they arrived.

Be well connected: Truro’s motto is Make the Connection and that really reflects how the community interacts at large. Most people, when asked, say that they like to shop local but, in Truro, the majority of businesses are owner-occupied, and those owners are the locals. It’s not uncommon to shop at a store in the afternoon and see that same owner at a local restaurant later in the evening. It’s also likely you’ll know them by their first name, and be able to strike up a conversation about the local hockey team. There is a real connection between businesses in Truro and the community they serve and live in.

Don’t take our word for it: Miriah Kearney is the CEO/Founder of My Home Apparel and My Home Mercantile. Kearney has lived in Truro for most of her life and opened her second successful business there in 2016. “My Home Apparel is now a national brand, and we ship our goods all over the world, right from Truro,” says Kearney. “Our success is largely due to the support we receive from locals and the Town of Truro, and their belief in my business.” Kearney adds, “The vibrancy of Truro, the growth, affordability and amenities have attracted people from all over Canada. As a result, I am able to hire amazing employees who also love this town we call home.”

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Oftentimes, entrepreneurs and business owners find themselves hampered by a lack of robust market intelligence. With that in mind, the City of Abbotsford, BC, has set out to provide tools that business owners need — online, interactive, mobile-friendly data to guide their decision-making, especially when crisis hits, such as a pandemic or natural disaster.

Nicknamed “the Sitefinder,” the first tool that Abbotsford introduced for local and new businesses was the Geographic Information System (GIS) ZoomProspector tool back in 2016 — making it the very first community in British Columbia to put tens of thousands of data variables alongside available commercial properties for analysis.

Powered by technology from GIS Planning Canada, and augmented by five additional interactive tools the following year, investors and businesses could use the tool to research, analyze, export, and share demographic, wage, consumer spending, business, and industry data. The information comes from a variety of regularly updated sources, including Environics Analytics (based on Statistics Canada data), Emsi and Data-Axle. But the Sitefinder makes these sources of data interactive and highly visual – and available to any business looking online for solutions.

“Abbotsford’s location is right next to the border as well as the port, which helps us to get our product anywhere in the world. Also, we have a lot of industries here to support our manufacturing. If a saw breaks down at the mill, we’re not going two hours out of the bush to get it sharpened, we’ve got a guy right next door that can do that for us,” says Nav Sangha of North American Forest Products.

This ability to “shop local” took on a new urgency for businesses when the COVID-19 pandemic hit. With lockdowns, enforced closures and supply chain disruptions, everything became that much harder for businesses. Abbotsford responded by launching Open for Business (ZoomBusiness), which allowed area residents to quickly map and find local businesses that were open; to learn about modified hours, contactless delivery, gift card programs and more. The tool was one of the first to launch in Canada and remains a great way for businesses to list themselves and to see others around them. Moreover, with the help of this tool, people could spend their dollars at home instead of online.

As the pandemic dragged on, it became clear that important, long-lasting shifts in how business was being done were underway. Businesses were pivoting. And Abbotsford followed, leveraging a third, highly customizable GIS tool to its data toolkit. The virtual ZoomTour uses Google Maps technology, supports images, video, sound and can link to business websites or the City’s other GIS Planning data software.

Abbotsford’s “Passport to Patios” tour showcases restaurants offering extended outdoor patio service to customers wanting a safe eating experience at their favourite locales. The “Abbywood Walk of Fame” tour leads visitors down the main street and through town to discover locations and businesses popular with film and video producers. And the newest “Agriculture Resource Map” offers help, funding and support for farmers and other agri-business affected by the 2021 flooding disaster.

“Although we have hundreds of clients across North America, the City of Abbotsford is one of the first places we contact with any new data tools. We know they intuitively understand the importance of supporting businesses and investors with critical information,” explains GIS Planning Canada’s VP Marketing, Alissa Sklar, PhD.

The City of Abbotsford remains a model for how communities can actively support their local businesses in the ways that count, by giving them easy access to the information they need when they need it.

The post How Abbotsford Is Supporting Businesses with Critical Market Intelligence Data appeared first on HiveInnovates.

Maurizio Bevilacqua

Mayor, City of Vaughan

Social enterprise and purpose-driven entrepreneurs are thriving in Vaughan thanks to the city’s innovation-supportive culture and programming.

The City of Vaughan, a fast-growing municipality located in Canada’s largest industrial market, is the place to be for purpose-driven entrepreneurs. With an educated and talented workforce of over 225,000 people and extensive small business and entrepreneurship programming, the city has the resources, networks, and transportation connections to help businesses of all sizes grow.

Investing in innovation

Starting back in 2017, the City of Vaughan launched a concerted effort to invest in social enterprises, with Social Innovation Challenges. The Activate!Vaughan innovation program was then established in 2019, which connects high-potential, purpose-driven startups and scale-ups to market-driven entrepreneurship opportunities and mentorship from industry leaders and multinationals. The program identifies and creates networks of collaborators to develop solutions to clearly defined opportunities for social, civic and environmental innovation.

Vaughan’s small business and entrepreneurship programming has grown and evolved over the years. Today, Vaughan’s social innovation program incorporates problem-based challenges and creates a forum for large enterprises, startups, and mentors to collaborate to co-develop solutions that produce not only innovation, but impact. The program is partnership-driven and has been deployed with support from local innovation partners including ventureLAB, YSpace and the Centre for Social Innovation.

A number of industry-leading success stories have emerged from Vaughan’s innovation programs, including ventures such as RainStick, Rekammend, Steadiwear, Fero International, Treasured, Able Innovations, and Culcherd.

Working together to increase impact

The programming is also partnership-driven and deployed in partnership with or with support from organizations including ventureLAB (a leading technology hub), YSpace (York University’s innovation hub), the Centre for Social Innovation (Canada’s largest social innovation community), and the Ryerson Social Ventures Zone (the home of social innovators at Canada’s most entrepreneurial university).

“Vaughan has emerged as a hub for innovative founders to grow and scale their business,” says Jane Gertner, Vice President of Partnerships at ventureLAB. “We look forward to strengthening our partnership with the City of Vaughan and bringing together our community of global founders, innovators, and industry leaders to create a cluster of anchor Canadian companies with transformational hardware and enterprise software technologies to scale and go global, from Canada.”

“York University and the City of Vaughan are united by a shared vision of generating social impact through groundbreaking programming, research, and innovation activities that advance our collective progress in addressing the UN’s Sustainable Development Goals,” says Rhonda Lenton, President of York University. “For example, our collaboration on the Activate!Vaughan program has been a key driver in supporting social enterprises such as Hop In Technologies, Able Innovations, and Culcherd as they scale up. Another example is our work, along with our partners at Mackenzie Health and ventureLAB, to develop the Vaughan Healthcare Centre Precinct, which will create a world-class health innovation hub that will enhance the well-being of residents in York Region and across the GTA. York University looks forward to continuing our work together as anchors within the innovation ecosystem to support social enterprises and drive positive change in our local and global communities.”

Other notable success stories that have emerged from Vaughan’s innovation program include ventures such as RainStick, Rekammend, Steadiwear, Fero International, and Treasured.

Since 2010, we’ve created more than 60,000 new jobs, issued more than $13 billion in building permits, and maintained an economic growth rate of more than four percent. Very few cities in North America grow at this rate.

Embracing social enterprise

The City of Vaughan recognizes that fostering social innovation not only generates positive social and environmental outcomes, it also drives economic growth and competitiveness, and promotes future economic resiliency. The city has embraced the social enterprise sector as an important and distinct opportunity for the local economy.

“Vaughan has continued to develop programming uniquely adapted to the needs of social entrepreneurs to help them raise capital, find customers, and connect with the broader community in Vaughan,” says Kevin Taylor, Associate Director at Social Venture Connexion, an impact investing platform. “With a growing interest in place-based investing, where investors can target businesses operating in their communities, these programs are fostering an amazing pipeline that will promote local economic development, motivate and inspire business owners to consider sustainability and equality in the way they operate their businesses, and continue to direct capital to where we live instead of just chasing the latest investment fad.”

“The City of Vaughan knows the potential for igniting businesses that address social inclusion and climate solutions,” says Jo Reynolds, Social Innovation Specialist at the Centre for Social Enterprise. “This is the next economy at work — one that is regenerative, equitable, and prosperous for all.”

Looking forward to the future

Purpose-driven businesses will continue to thrive in Vaughan as new resources and assets emerge to support innovators. The city also boasts unique and impressive economic growth. “Our city is far outpacing the province and the country,” says Maurizio Bevilacqua, Mayor of Vaughan. “Since 2010, we’ve created more than 60,000 new jobs, issued more than $13 billion in building permits, and maintained an economic growth rate of more than four percent. Very few cities in North America grow at this rate.”

The City of Vaughan’s Economic and Cultural Development department offers support for local businesses and entrepreneurs at all stages from ideation, to start-up, to growth and scale.  Fostering innovation and encouraging purpose.

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