Melissa Zaino, CCXP

Critic
DISC Type : C

Member Board of Directors at Literacy Unlimited

Greater Montreal Metropolitan Area, Canada

Overview

Melissa is a customer experience (CX) executive and consultant with a background directing CX and care for over 250 locations at Bath Fitter. A Concordia University graduate, she leverages her CXPA certification and advanced certificates in AI and product strategy to enhance brand loyalty and drive customer-centric innovation.

Melissa is deeply committed to community and professional development, serving on the Board of Directors for the non-profit Literacy Unlimited. She is also an active council member for the Customer Experience Professionals Association (CXPA) at both the Quebec and Canada levels, fostering collaboration among industry peers.

She focuses on combining AI insights with human intelligence to elevate the customer journey.

Personality Overview

Negotiator

Critic

Information Seeker

It is very likely that they will negotiate pricing or other important terms.  They like to take decisions independently and do not seek others' support often. Unless the value is proven by data, they are unlikely to value fancy features.

Topics They Care About

AI in CX
She has recently completed multiple advanced certifications in AI from Kellogg Executive Education, aiming to reshape customer experiences and drive measurable growth.
Customer Journey Mapping
This was a key skill honed during her tenure at Bath Fitter, where she managed customer experience strategies for all of North America.
Literacy Advocacy
She demonstrates a strong commitment to community causes through her role as a Member of the Board of Directors for Literacy Unlimited.

Media Appearances

Literacy Unlimited welcomes Melissa Zaino, CCXP to the Board of Directors. Featured in Facebook

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Instagram announcement: Melissa Zaino, CCXP joins Literacy Unlimited Board. Featured in Instagram

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Melissa Zaino, CCXP – Team Profile. Featured in Literacy Unlimited

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Work History

4-2025
Member Board of Directors at Literacy Unlimited
2-2025
Chief Experience Officer at Bath Systems New York DBA Bath Fitter
2-2025
Membre du conseil d’administration at CXPA Quebec (Customer Experience Professional Association)
8-2023 - 1-2025
Vice-présidente, expérience client | Vice President Customer Experience at Maison Corbeil | Must | Jardin de Ville | Home Société
7-2018 - 8-2023
Director, Customer Experience & Customer Care (North America) at Bath Fitter

Education

2001 - 2004
B.A. from Concordia University
2007 - 2007
Professional Certificate from Canadian Marketing Association

More Information

Social Presence :

Prographics :

Exp : 18 Location : Greater Montreal Metropolitan Area, Canada Job Level : Leadership Designation : Member Board of Directors at Literacy Unlimited
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Insights For Selling To Melissa

During A Call Or A Meeting

DO's

  • Use phrases like ‘expect X% improvement’, ‘data clearly shows’ etc.
  • Don’t forget to mention how you compare to competition on both features and pricing
  • Leverage facts and figures wherever possible; use percentages, numbers etc.

DONT's

  • Avoid phrases like ‘trust me’, ‘others just love’ etc.
  • Avoid pushing them too much to involve other stakeholders unless it is critical
  • Make extra effort to not seem pushy or confrontational

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Melissa is

  • Proof of ROI, low pricing and objective proof points are the important factors for them.
  • Will you ever get a clear answer from Melissa

  • They do not mind saying no if they believe that it is the right decision.

Insights For Deal Planning

    How fast (or slow) will Melissa move?

  • Their decision-making is neither very fast nor very slow, they are somewhere in between.
  • Can Melissa take some risk or not?

  • They can take risks if their analysis shows that it would be worth it.

You And Melissa

Personality Compatibility


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