18. Insourcing, innovation, and building an inclusive support culture, with Tammy Ward and Niko Miller

It's time for a bit of disruption! Tammy Ward and Niko Miller (ATB Financial) walk us through what it's like to expand a people-first culture into every process of a company. From a shift to collaboration and a focus on mental health to an effective process to recruit staff that doesn't depend on a single person, they've transformed the service desk, the IT department, and the leadership in their company.

Tammy Ward is currently Managing Director, Team Member Collaboration & Enablement at ATB Financial, where she's been for the past 9 years as a People Leader. Previously, she's been in many roles on a help desk for energy companies in Canada.

Former Best Buy Sales Associate, Nikolas Miller is the Senior Manager of End-User Support at ATB Financial, where he has also served as Product Manager and IT Analyst since 2017.