From Signals to Strategy: How CIBC Turns Customer Intelligence into Revenue
Stephanie Leheta
Senior Director, CX Strategy, Governance & Design, CIBC
Guest
Deepta Rayner
Senior Director, Customer Experience Measurement, CIBC
Pat Osorio
Co-founder and CCO of Birdie
Watch the webinar
Building a client-centric culture across almost 50,000 employees takes more than a survey program. CIBC did it over a multi-year journey: culture, focus, influence, governance and continuous improvement. Stephanie and Deepta will share how CIBC:
43 minutes
From Signals to Strategy: How CIBC Turns Customer Intelligence into Revenue
Stephanie Leheta
Senior Director, CX Strategy, Governance & Design, CIBC
Guest
Deepta Rayner
Senior Director, Customer Experience Measurement, CIBC
Pat Osorio
Co-founder and CCO of Birdie
About the webinar
Building a client-centric culture across almost 50,000 employees takes more than a survey program. CIBC did it over a multi-year journey: culture, focus, influence, governance and continuous improvement. Stephanie and Deepta will share how CIBC:
Built a client-centric culture with a CEO champion, a listen, learn and act model, and a CX index shared across lines of business
Brought more than 20 million data points for 15 million clients into one ecosystem, and connected it to frontline CRM and marketing data
Made a CX assessment part of the enterprise delivery framework, so client-facing projects go through it before they get seed funding
Proved ROI through call deflection, and now turns client signals into targeted lead lists for marketing
The guest
Stephanie Leheta
Senior Director, CX Strategy, Governance & Design, CIBC
Stephanie leads CX strategy, governance and design at CIBC, with 30+ years in financial services and MBA, CCXP and PMP credentials.
Deepta Rayner
Senior Director, Customer Experience Measurement, CIBC
Deepta leads voice of customer programs across CIBC's business lines, combining MBA and CCXP credentials with human-centered design.
CIBC
CIBC's CX leaders share the five building blocks that turned their team from an NPS reporting function into a value center tied to revenue.
Watch the webinar
See Birdie in action.
See how Birdie turns customer signals into retention, expansion, and adoption decisions. 30 minutes. Live demo with outcomes.
