Expert Mode from The Agile Brand Guide®

Expert Mode: From Purpose to Paycheck: The Architecture of an Enterprise CX Transformation

Mar 26, 2026

This is the story of how CIBC, one of Canada’s largest financial institutions, undertook such a transformation. Over the course of a decade, they moved from a fragmented organization that was lagging its peers in client experience to a modern, relationship-oriented bank driving billions in revenue growth. They did…

The Agile Brand with Greg Kihlström

#815: CIBC’s Stephanie Leheta on moving from silos to enterprise scale CX

Feb 18, 2026

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…

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