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

Lesley Haibach

EVP, Customer Experience Leader, Ipsos Limited Partnership

Chair

Meghan Sherwin

CMO, Keilhauer

Member

Margaret Adaniel

Head of Marketing, Canada Retirement , Manulife

Member

Smita Tulsani

Director - Direct Response & Innovation, Canadian Cancer Society

Member

Joanne Cheevers

Director of Partner Marketing, 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

Head of eCommerce, 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

Geoff Day

Director, Loyalty Marketing, Sobeys Inc.

Recent Articles Authored by Council

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...

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?