Stephanie Leheta — Sr. Director, Client Experience Strategy, CIBC
Published:
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 our analytics team. They’re dedicated to CX, but I thought it was really critical that we fund them but have them sit in the area where they have access to all of the enterprise data. It also builds the credibility of the numbers right into it.
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-weve-also-built-a-financial-linkage-model-so-weve-actuall