Stephanie Leheta — Sr. Director, Client Experience Strategy, CIBC
Published:
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. And so we’re there to help influence and shape the design, leveraging that outside in view of the client… And we made it a requirement for funding. It’s a formal gate.
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-one-of-the-first-things-we-did-was-we-built-cx-right-into-ou