Customer Experience Council
The CMA CX Council educates CMA members about Customer Experience and helps them drive Customer Centricity in their organizations by sharing knowledge and best practices that foster sustainable growth.
Articles Authored by Council
Is Customer Experience Directly Linked to Business Strategy?
Answer: Yes! Just think furniture! [CX Strategy Series: Council Blog Post 1] While the automotive industry is going through tremendous upheaval here in Canada and globally, the Ford M...Read More
Communication and Execution are foundational to CX delivery
By Sharmane Good of CMA's Customer Experience Council, with Jordan Ekers, Nudge Rewards Innovation. As marketers, it’s our playground to change the way we think and do business. It’s ever...Read More
Disruptors vs Incumbents: The Driving Force of Customer Experience Innovation
Product features and benefits once ruled the day. Success of a department store depended on what brands it stocked. Success of a network depended on what shows it broadcast. In the age of digital, th...Read More
CX Design Across High & Low Involvement Options: Interview with Walmart (Blog 1 of 3)
How hard are customers willing to work? We found that successful companies are offering customers the option to work as hard as they want while remaining loyal to the brand. We set out to understand ...Read More
Customer Experience: Lack of Organizational Culture
The following is the second in a series of Blogs by various members of the CMA Customer Experience Council. The series will discuss variou...Read More
Is CX Directly Linked to Business Strategy? CX Strategy Series, Blogpost 3
In our third and final blog of the series we will be looking at how organizations can make customer experience (CX) focused investment decisions. Rocky’s Harley-Davidson as a best practice case...Read More