Ms. Liliana Daminato
Director, Player Experience, BCLC
Ms. Liliana Daminato is a strong visionary who likes to design, integrate and build culture-changing initiatives. With an extensive background in customer experience, relationship management, loyalty and research, Ms. Daminato joined BCLC in 2011 to develop a stronger focus on the customer. At BCLC, Ms. Daminato is responsible for Corporate Research, Player Experience, and Customer Support, helping to ensure customer needs and feedback are woven into the design and delivery of products and services. She has ushered in innovative research approaches and established a highly effective customer panel to increase dialogue with players on a wide range of topics, including responsible gambling. Ms. Daminato is a founding member of the Customer Experience Professionals Association and member of the Market Research and Intelligence Association. The Voice of the Customer program she launched at the British Columbia Automobile Association has been recognized as a best practice by Hypatia Research.