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.

Council Members

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Chair

Lesley Haibach

EVP, Customer Experience Leader, Ipsos Limited Partnership

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Chair

Meghan Sherwin

CMO, Keilhauer

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Member

Margaret Adaniel

Head of Marketing, Canada Retirement , Manulife

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Member

Smita Tulsani

Director - Direct Response & Innovation, Canadian Cancer Society

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Member

Joanne Cheevers

Director of Alliance Marketing, Introhive

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Member

Scott D'Cunha

Vice President, eCommerce, LCBO

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Member

Jeanette Kennedy

Device Marketing Lead, Microsoft Canada

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Member

Karen Nguyen

Senior Director, Wireless Marketing, Rogers Communications Canada Inc.

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Member

David Pullara

Marketing Instructor, Schulich School of Business

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Member

Aleena Mazhar

VP and Managing Director, Fuse Create

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Member

Anton Morrison

VP, Experience Design, Appnovation

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Member

Audrey Grant

Head of eCommerce, Scotiabank

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Member

Baijul Shukla

Director, Member Services and Strategic Partners, Ontario Society of Professional Engineers

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Member

Jennifer Lang

VP, Customer Experience, Innovation & Insights, TD Bank Group

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Member

Lori Steiner

Marketing Director, Membership, Automotive & GCR, CAA South Central Ontario

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Member

Ursula Green

VP, CXO, Halmyre Strategies Inc.

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Member

Geoff Day

Director, Loyalty Marketing, Sobeys Inc.

Recent Articles Authored by Council

The impact of today’s trends on customer experience

With all these trends, there is an impact on customer experience (CX) realities and expectations for businesses, brands and marketers. Here are four key...

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The evolution of NPS 3.0

The best predictor of top-line growth can usually be captured in a single survey question: Would you recommend...

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Why ROI of CX is critical for business growth

As we read more and more about how to evolve customer experience (CX) measurement and metrics in the post-pandemic economy, it's clear that one metric in particular will become...

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Creating a customer journey with a sense of discovery and connection

The concept of customer journeys has been around for a few decades now, and most CX professionals have a clear sense of the customer journey for their brand or organization.

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The year that changed CX forever, for the better

As we realigned our strategies and business plans during the spring of 2020 due to COVID-19, one thing was for sure...

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Getting real about CX + EX

Are we still trying to make convincing arguments that focusing on the customer experience can improve sales or have a positive impact on a company’s bottom line?

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Major Sponsors

  • BMO-800x450
  • Canada Post
  • CIBC-800x450
  • Environics Analytics
  • Microsoft

Featured Member

canada post