Stephanie Leheta
Sr. Director, Client Experience Strategy at CIBC
Expert insights
- One of the first things we did was we built CX right into our enterprise delivery framework. What that means is day one, for every new client-facing project, CX gets involved. A...
- …we noticed that there was a significant volume of complaints coming from younger clients… when the youth were transitioning into student, once they turned 18, they were aging o...
- Every line of business is represented on that CX index. So you’ve got about 20 metrics. We include everything from NPS to market share, brand consideration, and of course, other...
- We’ve also built a financial linkage model. So we’ve actually modeled out the value of a promoter versus a detractor versus a passive… I fund an analyst, a data scientist within...