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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
Chris O’Neill
Chris O’Neill is CEO of GrowthLoop and a board director at Gap Inc. (NYSE:…
Digital Delight: Planning, measuring, and optimizing great digital CX and EX
Digital Delight discusses planning, measuring, and optimizing great digital customer and employee experiences.
Platform (Component of the Center of Experience)
The tools, processes and methods used to create experiences are critical to tasks being…
UserTesting
UserTesting is a human insight platform that helps organizations understand their customers’ thoughts, feelings,…
Tom Schmitt
As Chief Executive Officer, Tom oversees the leadership of Radial North America’s Managing Committee,…
Algolia
An AI-powered hosted search and discovery platform that enables developers and enterprises to embed…
NMI
NMI is a leading payment gateway provider offering a comprehensive suite of payment solutions…
Data (Component of The Center of Experience)
While there are many applications of artificial intelligence (AI) and machine learning that can…
Feedback recession
The Feedback Recession refers to the growing reluctance of customers to provide feedback to…
Brand (Component of the Center of Experience)
The Brand component of the Center of Experience is the first component. The Center…
Digital Experience Maturity
Definition This is a measurement of how sophisticated an organization is in providing a…
Gradient Boosting
Gradient Boosting is a machine learning method that builds predictive models by combining the…
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