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

Chair

Jennifer Lang

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

Chair

Lesley Haibach

EVP, Customer Experience, Ipsos Limited Partnership

Member

Jessica Pollock

Senior Manager, Brand Strategy, Capital One

Member

Marie Bédard

Integrated Marketing & Communications Advisor, University of Toronto Scarborough

Member

Nicky Banks

Director, Consumer Channel and Partner Marketing, Microsoft Canada

Member

Wayne Carrigan

CRO, Kinetic Commerce

Member

David Pullara

Marketing Instructor, Schulich School of Business

Member

Geoff Day

Director, Loyalty Marketing, Sobeys Inc.

Member

Joanne Cheevers

Director of Partner Marketing, Introhive

Member

Scott D'Cunha

Vice President, eCommerce, LCBO

Member

Smita Challu

Director, Digital & Segment Engagement, Canadian Cancer Society

Member

Ursula Green

VP, CXO, Halmyre Strategies Inc.

Member

Aleena Mazhar

VP, Managing Director, Partner, Fuse Create

Member

Audrey Grant

VP, Design & Product, eCommerce, Scotiabank

Member

Baijul Shukla

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

Recent Articles Authored by Council

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.

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.

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.

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...

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...

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...