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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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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Unlike learning a new skill or hobby, there is no “how-to” handbook for entrepreneurship – that’s where non-partisan, well-connected support organizations come in. In an ecosystem filled with hyper-specialized, regionally diverse entities, there is a benefit in having access to a “30,000 foot overview” of the resources and opportunities within the startup landscape. Support organizations and their teams can point new and existing founders in the right direction, help them make informed decisions, and empower their success through connections and collaboration. Ecosystem connectors are also uniquely poised to identify the support gaps that really exist in the space.

There is much to consider when launching a new business – everything from financing and HR to marketing and legal. According to Startup Canada’s 2020 census, founders in the space are looking for more streamlined, centralized overviews of support available across the ecosystem. Startup Canada is committed to creating and fostering an entrepreneurial environment in Canada that is as supportive to new projects as it is to those that are established. Knowing that no two journeys are the same, we have created a list of resources for all aspiring and existing founders.

Here’s a good place to start:

Financing

• Hockeystick connects startups to funding using AI and data to drive connections.
• Clearco is a lending firm specializing in non-dilutive revenue-share agreements with startups.
• Backstage Capital is a venture capital firm specializing in funding women, People of Colour, and LGBT+ led startups.
• The 51 is a Financial Feminist platform where investors and founders come together for democratized access to women-led capital for women-led businesses.
• The National Angel Capital Organization is a steward of the angel capital asset class and informs evidence-based policy in partnership with the government.
• The Government of Canada has many loan and grant programs meant to empower Canada’s founders.
• Bank loans for SMEs: BDC, Scotiabank, etc.

Pitching

Volition brings a community-building approach to advising and events for entrepreneurs.

Human Resources & Hiring

Essential HR provides streamlined HR relief to small businesses through hands-on support.

Marketing & PR

• THINK DIFFERENT[LY] is a PR company helping organizations build, test, and measure effective growth strategies.
• Comms Bar works like an Apple Genius Bar, helping founders to use PR, marketing, and publicity to grow their business.

Global Growth

Startup Global connects a pan-Canadian cohort of entrepreneurs wanting to build global businesses through workshops, bootcamps, pitch building, advisory support, digital resources, and more.

Mentorship & Community

• Mentorly is a leading online mentorship platform connecting emerging and seasoned entrepreneurs for meaningful, one-on-one mentorship.
• Startup Communities are local, grassroots networks on a mission to fuel a culture and environment of entrepreneurship at the local and industry level.

Demographic-specific Support

Women-identifying Support

• FLIK is a curated portal allowing ambitious women to take on a mentorship-based apprenticeship under a woman leader.
• Startup Women helps women founders through mentorship, events, and resources.

Rural Support

• Rural on Purpose is a social purpose business with a global mission to introduce a new era of rural entrepreneurship.
• Clearing a New Path Podcast amplifies the underrepresented voices of rural women founders across the country.
• Community Futures operates 267 non-profit offices across Canada providing small business services to those in rural communities.

Indigenous Founder Support

• Okwaho Equal Source is a social purpose enterprise on a mission to fuel social impact through human-centred design, innovation, and Indigenous-led research.
• NACCA is a network of over 50 Aboriginal Financial Institutions dedicated to stimulating economic growth for Indigenous people in Canada.
• Pow Wow Pitch is a grassroots community of Indigenous entrepreneurs purpose-built to provide a platform for education, celebration, mentorship, and reconciliation.

Black Founder Support

• The Black Entrepreneurship Program is a partnership between the Government of Canada, Black-led business owners, and financial institutions which includes an investment of up to $350.8 million over four years.
• Black Entrepreneurs BC provides advocacy, access to funding facilitation, advisory and mentorship services to help Black businesses grow, scale, and become sustainable.

LGBT+ Support

• The CGLCC is the only chamber of commerce uniting and advocating for Canada’s 28,000+ LGBT+ owned and operated businesses.
• Pride at Work uses dialogue, education, and thought leadership to empower Canadian employers to build workplaces that celebrate LGBT+ employees.
• TransFocus Consulting brings systems-thinking to gender inclusion, helping organizations transform from the inside out.

Disability Support

Liberty Co is a consultancy focused on increasing the participation of Neurodiverse individuals in the workforce.

Youth Support

Futurpreneur provides financing, mentorship, and support tools to aspiring founders aged 18-39.

Specialized tools and resources have their benefits, but to truly empower Canadian entrepreneurs we need centralized, reliable, dedicated support spaces where founder success is central to mission and mandate.

Kayla Isabelle is the Chief Executive Officer at Startup Canada, the gateway to Canada’s entrepreneurial ecosystem that points you in the right direction, eliminates barriers, and champions your needs to private and public sector partners. Startup Canada’s mission is to connect Canada’s entrepreneurs with the tools, community, and support they need to start and build their businesses. Kayla has dedicated her career to supporting entrepreneurs, both in Canada and internationally. As an award-winning strategic communications consultant and change management facilitator, Kayla is passionate about leveraging the power of storytelling in the entrepreneurial community.

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Why is financial literacy important for young Canadians?

Managing money is one of the most important lessons a young person can learn. You speak to any rich families and that is the first lesson they teach their children. Financial literacy pops up in all aspects of our lives very early. From how much to pay for a game, is it wise to spend money on popular video game sites without any tangible returns, and what do you do with that money you made selling lemonade? Do you put it in a piggy bank or do you invest it in a financial instrument that can allow that money to grow?

What’s something you wish you told your younger self when it comes to money management?

I wish I had learned early the importance of saving and investing. Saving is not just about putting money in the bank but how do you make that money work to your benefit? I recall in my younger years I would spend every cent I earned as it came in. But in my early twenties, I realized that the value of building equity was far greater than that of mindlessly spending. So, I worked twice as hard to save so that I could invest – eventually going on to purchase my first house. I quickly learned that renting was not making me any money. As a result of home ownership, the equity that eventually built up into my then house allowed me to be a better contender for a sizeable loan. This same loan that I took out against my family home allowed me to start a business which continued to build value for me.

Leverage is something that I wish I had known when I was younger. The key (I now know) is to learn how using other people’s money, in particular a bank, can and will build your own wealth. But to do that you must have something to give them as collateral (something to give them as value to hold in case you run into trouble and cannot repay the debt). If we have no asset to use as collateral to obtain leverage, getting a neighbour or adult with excellent credit to guarantee the debt for you could also work.  Therefore, it’s important to show good work ethic and attitude early because you never know who could help you based solely on your conduct or work ethic.

Why is it important for Canadians to invest in their wealth?

Wealth provides certain freedom in life. It is not just about driving a nice car or living in a nice neighbourhood. Wealth allows you the flexibility to tackle important social issues through philanthropy whether that be education, health care or racial justice. Let’s say you are from an under-served neighbourhood, you can then use your wealth to help others in that neighbourhood escape poverty. If you came from poverty, it’s important that you return and help as many people as possible. Wealth allows you to pay that forward.

What are your top money management tips for new businesses?

Watch the Bottomline. In translation – watch how much money you earn versus how much you spend. Many business owners focus on the money they bring in (revenue) which is fine to an extent, however, though you may be doing a good job bringing money in, only governments can spend more money than they make and stay in business. Do not overspend on anything. I see the same mistakes by new business owners repeatedly – they tend to spend too much on rent or leasehold improvements on their office or space to look trendy. I wish business owners knew that flashy renovations can come after you are profitable, and after you have proven yourself.

Every dollar you spend earlier on in starting your business must be spent very wisely and methodically. Ask yourself, is this spend necessary? How will it advance my business? Is there a cheaper or more effective alternative?

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Why is financial literacy important for young Canadians?

Youth financial literacy puts them in control of their own decisions and finances which is important especially in today’s society where the cost of living is on the rise. Children need to learn early in life that there are differences between needs and wants and how this impacts our financial decisions. It will ultimately play a key role in making them lead a happier and more financially stable lifestyle.

What’s something you wish you told your younger self when it comes to money management?

I would tell my younger self that a healthy financial life begins with effective money management skills. Apart from creating a budget and sticking to it, many other financial practices can alter the course of your life drastically.

There are many strong pieces of financial advice that I would tell my younger self:

• Contribute towards your retirement fund
• Get life insurance when you are still young
• Make an effort to learn about investments
• Don’t spend money on frivolous things
• Focus on your strengths
• Don’t use too many credit cards
• Spend money on experiences
• Save for rainy days
• Build your contacts and career network
• Learn about the stock market

What are your top money management tips for new businesses?

Being a small business owner is all about following your dreams and calling your own shots. But it’s also about managing your money responsibly and keeping a tight grip on your finances.

• Create a Budget and Adjust Accordingly
• Get Your Cash Flow Organized – When you’re getting your business started, keep track of all income and expenses from day one — even if most of your numbers are zero.
• Establish an Emergency Fund – An emergency fund isn’t just for personal finances. Business owners should have one, too. Odds are, your business will eventually face a less than a stellar month or an unexpected expense, so it’s essential to plan for these cash crunches.
• Remember That Time Is Money – New business owners often start out with one person running the show. Marketing and sales, accounting and product design, shipping and customer service — it’s all in a small business owner’s job description. But as you grow, it’s important to know which tasks you excel at and which ones you probably have no business doing.
• Running a small business is no easy task, but it’s easier when you stay organized and disciplined.
• When you dive in and get comfortable with your business finances, you’ll have a better idea of how your business is really doing, where improvements are needed and where growth is possible.

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Why is financial literacy important for young Canadians?

With the cost of living reaching an all-time high, young Canadians must develop and smartly use financial skills, which means having the ability to manage personal finances, plan, budget, and even invest. Financial literacy should be taught, and early on! It is the key to building a healthy and fruitful relationship with money.

What’s something you wish you told your younger self when it comes to money management?

The movie business has always thrived, but the pandemic served as an unprecedented life lesson. I would tell my younger self “Plan for rainy days” no matter what.

Why is it important for Canadians to invest in their wealth?

Simply saving money may help in case of emergency spending. This has its obvious merit, but it is limited. Smart investing is the way to put Canadians’ money to work, outpace inflation and potentially build their wealth. It’s a question of Security and Peace of mind.

What are your top money management tips for new businesses?

Make sure you have the money before investing. Be organized and focused. Keep a record of everything. Patience and tenacity are key. Surround yourself with talent (you can’t be good at everything!) Invest in the people you hire. And know this: You will work harder for yourself than you would for anyone else. That means you will sacrifice a lot in order to start and develop your business. Make sure you’re ready to take that on.

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Why is financial literacy important for young Canadians?

Being able to manage your finances is inextricably linked to being independent. Many students go to school for years to land great-paying jobs. But what good is that if you don’t have the skills to save your money for the items and experiences which bring you joy and freedom? The youth in our country have access to the highest quality education that spans hundreds of topics, yet financial literacy, the one subject which is invaluable to everyone is not popular nor mandatory. Instilling the value of money and how to properly handle it is a skill that will have long-term value for the well-being of our future generations and for the society in which they’ll live.

What’s something you wish you told your younger self when it comes to money management?

In my thirties, I was lucky enough to meet a broker who gave me a bunch of advice that I use to this day. One of those pieces of advice is to always leave some money on the table for the next person. It goes against the instincts of many, but when you see an investment shoot up in value, you want to see it increase indefinitely. That excitement turns to greed and can burn you. Understand that when you’re up and didn’t have to do much to get there, you should cash out and leave some on the table for the next person to benefit from.

Why is it important for Canadians to invest in their wealth?

Your future financial state will always be a result of today’s choices. Similar to the everyday choices we make to live better lifestyles and improve our health, we need to do the same with our financial well-being. Money saved and/or invested today will turn into freedoms in the future – be it a vacation home, a trust for your children or the ability to take in new experiences.

What are your top money management tips for new businesses?

From a young age, we have been taught that you need to leave all the decisions about money to those who understand it best. While financial and investment advisors are full of knowledge that will benefit you, it’s imperative that you understand where your money is going and how it’s working – versus just trusting someone else to do it for you. In business, having a great CFO next to you as you make your choices will keep you grounded and ready to build. The right CFO is invaluable to entrepreneurs. But you still need to learn their language and understand their deliverables. Money is generally not the primary goal of entrepreneurs. We’re in it for something bigger: to build, find solutions and make a mark. Surround yourself with people who understand your vision and will make your money work hard to help you achieve it.

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Isolation may impact our defences against fraud. As the pandemic persists — and as we face colder weather and shorter days — many Canadians will spend more time alone and could become more vulnerable to fraud.

Research from Interac Corp., a leader in digital security and authentication, demonstrates that over half (55 percent) of Canadians worry that increased isolation during the pandemic is making people more susceptible to fraud. Meanwhile, data from the Canadian Anti-Fraud Centre shows 23,842 reports of COVID-19-related fraud between March 6, 2020, and June 30, 2021.

Rachel Jolicoeur, Fraud Prevention and Strategy Director at Interac, says that Cyber Security Awareness Month is an opportunity to give Canadians the tools and support they need to fight back against the fraud threat.

“The best way to combat isolation is through community — and making that connection with others is critical when it comes to fighting fraud,” says Jolicoeur. “Fraudsters always look for new ways to force Canadians to react in the heat of the moment. This pressure can be compounded when we don’t have a friend, family member, or neighbour we can turn to for a second opinion.”

Use your voice to help others

According to Jolicoeur, we can counteract the impacts of isolation by sharing our fraud experiences with others. We should look for opportunities to educate widely on any scam attempt we have faced and what could have been done to stop it.

“I always say that it takes a village to stop fraud. It also takes vigilance. Think about those in your life and reach out to them to share your experiences. Let them know they can talk to you if faced with requests for information that appear suspicious. At Interac, we advise Canadians to Stop, Scrutinize, and Speak Up. Ask others not to react in the moment — if they’re being forced to respond quickly, that’s a telltale sign of fraud. Take a moment to pause and listen to your instincts,” says Jolicoeur.

Investing in secure innovation

As Canadians, we all have a responsibility to help combat fraud — including the business community. For its part, Interac works to keep Canadian customers safe and secure when transacting through the company’s investment in world-class privacy, fraud mitigation, governance, and digital identity and authentication expertise.

“We take our responsibility to protect Canadians seriously. For example, Interac e-Transfer® users are protected by multiple layers of security, making the service one of the most secure money transfer services globally. Enhanced features have been designed with security in mind — including Interac e-Transfer Autodeposit, which we encourage Canadians to use as it allows transactions to be automatically and conveniently deposited into your bank account,” says Jolicoeur.

Interac and Interac e-Transfer are registered trade-marks and the Interac logo is a trade-mark of Interac Corp. Used under licence.

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Ulrike Bahr-Gedalia

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

Marjorie Dickman

Chief Government Affairs and Public Policy Officer, BlackBerry

Securing Canada’s digital infrastructure has never been more critical.

In this interview, Ulrike Bahr-Gedalia (Senior Director of Digital Economy, Technology, and Innovation at the Canadian Chamber of Commerce) speaks with Marjorie Dickman (BlackBerry’s Chief Government Affairs and Public Policy Officer) about BlackBerry’s new collaboration with the Canadian Chamber of Commerce on the Cyber.Right.Now. campaign, and Canada’s capability to be a world leader in cybersecurity. Bahr-Gedalia is leading the Cyber.Right.Now. initiative for the Canadian Chamber of Commerce.

Ulrike Bahr-Gedalia: What are the core components of the Cyber.Right.Now. campaign, and why did BlackBerry decide to partner with the Canadian Chamber of Commerce to raise cybersecurity as a key issue for the Government of Canada?

Marjorie Dickman: The Cyber.Right.Now. campaign aims to make Canada one of the most cyber-secure countries on the planet. It’s a unique initiative championed by the Canadian Chamber of Commerce, BlackBerry, and more than two dozen leading technology and cybersecurity organizations including Microsoft, Cisco, AWS, General Dynamics, Innovapost, and eSentire. Together, we’re urging the government to make cybersecurity a top priority and Canada a world leader in this sector.

Canadians and businesses have become all too aware of the impacts of cyberattacks on economic and societal stability. Not surprisingly, the 2021 Edelman Trust Barometer found that 65 percent of Canadians fear falling victim to a cyberattack. (This is the second highest worry among Canadians today, only behind the fear of job loss.) A PwC report similarly indicates that 80 percent of Canadian CEOs are concerned about cybersecurity as a threat to growth. Recent cyberattacks on pipelines, water treatment facilities, hospitals, universities, and businesses underscore the need to act quickly to secure the country’s digital infrastructure, businesses, and communities from cyberattacks.

Notably, Canada boasts world-class cybersecurity capabilities, including some 400 cybersecurity companies. In fact, some of the world’s top cybersecurity companies are Canadian, and BlackBerry is proud to be one of them. The Cyber.Right.Now. campaign is urging Canada to invest in and leverage this expertise to prevent cyberattacks, grow the economy, and secure our digital future.

BG: Becoming one of the most cyber-secure countries on the planet is an ambitious vision. How can Canada turn this vision into action?

MD: Canadian cybersecurity companies have some of the most advanced cybersecurity solutions in the world. For instance, BlackBerry’s AI-driven cybersecurity solutions can identify cybersecurity threats before they occur, in some cases even two years before the malware has been deployed. This prevention-first security helped protect our customers from recent high-profile cyberattacks, including those by DarkSide — the ransomware gang behind the Colonial Pipeline attack, Nobelium – the infamous threat group behind the SolarWinds attack, and REvil — the group behind the attacks on Kaseya, JBS, and Acer.

Canada also has world-class centres of cybersecurity innovation, including Waterloo, Fredericton, Montreal, Calgary, and Vancouver. And Canadian cybersecurity companies consistently rank among the top 100 R&D spenders in the country, with an R&D intensity three times higher than the ICT industry average.

Yet, Canada risks falling behind, as other countries increase their cybersecurity investments. The OECD reports that Canada is one of the few countries where technology R&D investment is “stagnant,” investing only 1.5 percent of GDP and declining, while Canada’s competitors are investing billions in advancing their cybersecurity capabilities.

Notably, Canada boasts a wealth of cybersecurity talent. But competition for this cybersecurity workforce is fierce. There are over three million unfilled cybersecurity jobs globally, with more than 100,000 of these in Canada. This means Canada’s top talent is very often poached to work abroad. In fact, nearly two thirds of Canadian-educated software engineering students leave to work outside of Canada.

For Canada to be a global cybersecurity leader, the Cyber.Right.Now. campaign advocates three goals:

BG: How can we ensure that these three goals are included in the federal government’s 2022 budget?

MD: Cybersecurity has never been more vital to a nation’s security — its people, government, and businesses. The Cyber.Right.Now. campaign urges Canada to invest in cybersecurity at a globally-competitive level. For example, the U.S., the U.K., and European governments are investing billions to secure their digital infrastructure and help position their economies for future growth. A focus on cybersecurity in the federal government’s 2022 budget can set Canada on a leadership path in this critical sector.

This article was made possible with support from the Canadian Chamber of Commerce.

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Steven Liss

Vice President of Research & Innovation, Ryerson University

In today’s online world, safety and security are digital concerns. Cybersecurity is a fast-moving field, and Canada can’t afford to fall behind.

Cybersecurity is security. Whether we’re talking about the security of an individual, a small business, a large corporation, or the Canadian government itself, our continued well-being and prosperity depend on the skills of the cybersecurity professionals we count on to protect us. Cybersecurity skills are no longer a niche area of expertise. They’ve become our fundamental social and economic safeguards in every aspect of our personal and professional lives. But how can the Canadian workforce keep apace of this constantly-evolving sector?

“Canada has a very strong background in cybersecurity,” says Steven Liss, Vice President of Research and Innovation at Ryerson University. “Historically, we’ve been one of the top four countries in the field. But, when we talked to the industry, we were also hearing that there was this tremendous gap in unfilled positions.”

That this dialogue was happening between Ryerson and industry partners in the first place is of critical importance. If we isolate cybersecurity research, development, and training, we invite disaster. When cybersecurity conversations that are occurring in the industry, in academia, in government, and in law enforcement happen in isolation, varied perspectives on the many facets of this issue develop at differing rates, and gaps form in the collective understanding.

Bringing all voices to the table

A central commons was needed to bring these perspectives together, allowing them to intermingle and flourish. Enter the Rogers Cybersecure Catalyst, a not-for-profit corporation founded in 2018, owned and operated by Ryerson University. “The Catalyst was developed to be a hub for collaboration between the academic sector, the public sector, and the private sector,” explains Charles Finlay, the Catalyst’s Founding Executive Director. “We bring these three pillars together to develop innovative programming of the highest quality focusing on skills training, support for Canadian cybersecurity companies, public education, and policy development.”

In this unique environment, students, researchers, thought leaders, entrepreneurs, and established industry professionals are building the platform that will bridge the cybersecurity skills gap and launch the next cohort of security innovators. In addition to more traditional education and skills building, programs range from the Catalyst Cyber Accelerator — which connects new businesses in the space with an elite group of talent from existing tech companies — to the Cyber Range, an immersive and collaborative cybersecurity training and testing platform.

Cybersecurity is about people

The interconnected environment of the Catalyst drives home a key truth about cybersecurity: it is inextricably human. “Cybersecurity is about critical thinking, but it’s also about teamwork,” says Liss. “We’re encouraging people to recognize that they’re not working in an isolated space. There’s certainly a big technical component, and cybersecurity is not for the faint of heart in that regard, but there’s also a need to be able to communicate and understand the implications and relevance of the technology in people’s lives. Cybersecurity is about people.”

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