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

Jennifer Lang

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

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Chair

Lesley Haibach

EVP, Customer Experience, Ipsos Limited Partnership

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Member

Jessica Rosin

Senior Manager, Brand Strategy, Capital One

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Member

Nicky Banks

Director, Consumer Channel and Partner Marketing, Microsoft Canada

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Member

Wayne Carrigan

CRO, Kinetic Commerce

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Member

David Pullara

Marketing Instructor, Schulich School of Business

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Member

Geoff Day

Director, Loyalty Marketing, Sobeys Inc.

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Member

Joanne Cheevers

Director of Partner Marketing, Introhive

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Member

Scott D'Cunha

Vice President, eCommerce, LCBO

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Member

Smita Challu Tulsani

Customer Strategy & MarTech Director, Akcelo

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Member

Ursula Green

VP, CXO, Halmyre Strategies Inc.

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Member

Aleena Mazhar

SVP, Managing Director, Partner, Fuse Create

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Audrey Grant

VP, Design & Product, eCommerce, Scotiabank

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Member

Baijul Shukla

Vice President, Member Experience & Corporate Strategy, Ontario Society of Professional Engineers

Recent Articles Authored by Council

Entering the era of human experience

It is undeniable that building deeper customer understanding and empathy in decision-making is becoming a top focus for executive leadership.

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How organizational design can impact employee experience

So much has changed in our lives over the last few years, including what products and services we value, where we want to live and how we think about work.

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The elevated role of employee experience

Most people are familiar with phrases like “the customer is always right.” They’ve been around for decades – and for good reason. Happy and loyal customers remain the lifeblood of most successful businesses.

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How customer and employee experience work together

Many companies embrace the value of the customer experience (CX) and have set up comprehensive programs within their organizations to make it a focus.

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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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