Inside CIBC's Award-Winning Omnichannel CX Playbook

What better way to celebrate CX Day 2025 than with a behind-the-scenes look at the playbook that earned CIBC Forrester’s 2025 Customer-Obsessed Enterprise Award?

Hear how Stephanie Leheta, Senior Director, Client Experience Strategy, and Deepta Rayner, Senior Director, CX Measurement, are making omnichannel CX a reality—turning strategy into action and data into results across every customer touchpoint.

They share what’s driving real progress, what it took to get there, and how they’ve built momentum with teams fully bought in.

You’ll take away:

• How to connect data across channels without losing trust or control
• Practical ways to turn listening into action
• How to build the right structure and governance while rallying the organization for successful evolution

Don’t just talk about customer obsession. Watch and walk away with answers, clarity, and next steps you can put into action.