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

Co-Chair

Lesley Haibach

Senior Vice-President, Ipsos Customer Experience, Ipsos Limited Partnership

Co-Chair

Meghan Sherwin

CMO, Keilhauer

Member

Smita Challu

Director, Products - World Vision Canada, World Vision Canada

Member

Joanne Cheevers

Senior Channel Marketing Manager , Introhive

Member

Scott D'Cunha

Vice President, eCommerce, LCBO

Member

Jeanette Kennedy

Device Marketing Lead, Microsoft Canada

Member

Karen Nguyen

Senior Director, Wireless Marketing, Rogers Communications Canada Inc.

Member

David Pullara

Marketing Instructor, Schulich School of Business

Member

Aleena Mazhar

SVP and Managing Director, Fuse Create

Member

Anton Morrison

VP, Experience Design, Appnovation

Member

Audrey Grant

Director, Digital Marketing eCommerce & Customer Experience, Scotiabank

Member

Baijul Shukla

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

Member

Jennifer Lang

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

Member

Lori Steiner

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

Member

Ursula Green

VP, CXO, Halmyre Strategies Inc.

Member

Jerry Jarosinski

Director, Customer Engagement, Ogilvy

Member

Geoff Day

Director, Loyalty Marketing, Sobeys Inc.

Recent Articles Authored by Council

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.

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...

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?

Creating a customer journey with function and emotion

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...

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...

Customer Experience: As Simple as One-Two-Three?

Customer Experience gets a lot of airtime in today’s marketing landscape. There’s much debate about what CX actually is, and what customers actually want. Ultimately, companies embarking ...