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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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Martechipedia™ Wiki
The marketing wiki with everything you need to know:
Most popular terms
Conversational AI
Conversational AI enables individuals to interact with a web-based application in a similar manner…
Generative Pre-Trained Transformer (GPT)
Generative Pre-trained Transformer (GPT) is an advanced type of artificial intelligence model developed by…
User Generated Content (UGC)
User-generated content or UGC refers to any content that is created by your audience,…
Agile, Customer-Centric Culture
The organization continuously improves its outcomes by systematic improvements in process and delivery, driven…
Zero Party Data
While similar to first party data in that it is “owned” by the brand,…
arrivia
Arrivia is a travel technology company offering a suite of API-driven solutions for travel…
Customer Retention
Customer retention is the process of ensuring customers continue to engage with your products…
First-Party Customer View
Brands have a thorough understanding of their customers and governance over customers’ data privacy…
Challenger Brand
A challenger brand is a company or product that competes against established market leaders…
3 Brand as Experience (Evolution of Brands)
With increased competition, and consumer preference for more tailored products and services, brands were…
Retrieval Augmented Generation (RAG)
Retrieval Augmented Generation (RAG), is an AI-based approach that combines the strengths of information…
History of Search Engines
It’s hard to imagine, but there was a time before a single search engine…
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