Stephanie Leheta — Sr. Director, Client Experience Strategy, CIBC
Published:
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 external rankings and business performance… It goes directly to our board every year. We set new targets based on the macroeconomic environment, based on the conditions of each team. It gets approved at that level. So it it’s quite a quite a thorough and rigorous process.
What does Stephanie Leheta say on The Agile Brand with Greg Kihlström?
Stephanie Leheta, Sr. Director, Client Experience Strategy, CIBC, says: This interview with Stephanie Leheta, Sr. Director, Client Experience Strategy at CIBC, explains how CIBC transformed into a relationship-oriented bank by embedding customer experience into its operating model. Over a decade they integrated CX as a funding gate, built a connected data ecosystem to turn complaints into product innovation, created a comprehensive CX index tied to compensation, and developed financial linkage models to prove CX-driven revenue growth.
From: The Agile Brand with Greg Kihlström
Cite as: Stephanie Leheta. (2026). On The Agile Brand with Greg Kihlström. Retrieved from https://research.agilebrandguide.com/insights/stephanie-leheta-every-line-of-business-is-represented-on-that-cx-index-so-y