Stephanie Leheta — Sr. Director, Client Experience Strategy, CIBC
Published:
…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 out from the youth account and we were automatically applying a fee. But many of these were students… we actually worked together with our product partners, our tech teams and we actually developed a new product, which was the smart start account… we saw immediately complaints dropped 25%, but even more importantly, I would say, growth grew 40%.
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-we-noticed-that-there-was-a-significant-volume-of-complaint