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#815: CIBC’s Stephanie Leheta on moving from silos to enterprise scale CX
Today, we are here at Medallia Experience at the Wynn Resort in Las Vegas, and we’re going to talk about what it takes to transform a massive organization by moving client experience from a siloed function to the core of the enterprise operating model, tying it directly to employee compensation and billions in revenue growth. To help me discuss this topic, I’d like to welcome, Stephanie Leheta, Sr. Director, Client Experience Strategy at CIBC.
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The marketing wiki with everything you need to know:
Most popular terms
Features, Advantages, Benefits (FAB)
FAB stands for Features, Areas, Benefits. It’s a simple, yet powerful, framework that helps…
Return Merchandise Authorization (RMA)
Return Merchandise Authorization (RMA) is a formal process used by businesses to manage the…
Gross Merchandise Value (GMV)
Gross Merchandise Value (GMV) is the total monetary value of all merchandise sold through…
Adobe Experience Platform (AEP)
Adobe Experience Platform (AEP) is a real-time customer data platform designed to unify customer…
Generative AI (GenAI)
Generative AI (GenAI) is the class of AI models that emulate the structure and…
Fast Moving Consumer Goods (FMCG)
Fast Moving Consumer Goods (FMCG) are products that are sold quickly, at relatively low…
Units Per Transaction (UPT)
Units Per Transaction (UPT) is a retail and sales metric that measures the average…
Kübler-Ross Change Curve
When discussing the emotional response category of reactions to change, I think it’s important…
Competing Values Framework (CVF)
Originally developed from research conducted by faculty members at the University of Michigan in…
Slow Moving Consumer Goods (SMCG)
Slow Moving Consumer Goods (SMCG) refer to consumer products that have a low turnover…
Minimum Detectable Effect (MDE)
Minimum Detectable Effect (MDE) refers to the smallest effect size in a test (such…
Direct-to-Consumer (DTC)
Direct-to-Consumer (DTC) approach. By definition, DTC refers to the process of selling products directly…
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