Customer Experience Council


Council Members

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Co-Chair

Meghan Sherwin

Vice President, Marketing Keilhauer

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Co-Chair

Lesley Haibach

Senior Vice-President, Ipsos Customer Experience Ipsos Limited Partnership

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Member

Jennifer Lang

VP, Customer Experience, Innovation & Insights TD Bank Group

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Member

Rosie Gentile

Managing Director, Experience Consulting Cossette Inc.

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Member

Lori Franze

Director of Collector Engagement LoyaltyOne, Co.

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Member

Audrey Grant

Director, Digital Marketing eCommerce & Customer Experience

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Member

Shannon Katschilo

General Manager and VP Medallia Canada Medallia Canada

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Member

Anton Morrison

VP, Experience Design

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Member

Baijul Shukla

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

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Member

Jennifer McLeod

Vice President, Business Development SinglePoint Group International Inc.

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Member

John Chan

Managing Director Pearl Strategy & Innovation Design Inc.

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Member

Lori Steiner

Marketing Director CAA South Central Ontario

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Member

Ursula Green

VP, CXO Halmyre Strategies Inc.

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Member

Sue Donaldson

Senior Director, Customer Research and Voice

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Member

Aleena Mazhar

SVP and Marketing Director

Articles Authored by Council

Is Customer Experience Directly Linked to Business Strategy?

Answer:  Yes! Just think furniture! [CX Strategy Series: Council Blog Post 1] While the automotive industry is going through tremendous upheaval here in Canada and globally, the Ford M...

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Communication and Execution are foundational to CX delivery

By Sharmane Good of CMA's Customer Experience Council, with Jordan Ekers, Nudge Rewards Innovation. As marketers, it’s our playground to change the way we think and do business. It’s ever...

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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...

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CX Design Across High & Low Involvement Options: Interview with Walmart (Blog 1 of 3)

How hard are customers willing to work? We found that successful companies are offering customers the option to work as hard as they want while remaining loyal to the brand. We set out to understand ...

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Customer Experience: Lack of Organizational Culture

The following is the second in a series of Blogs by various members of the CMA Customer Experience Council.  The series will discuss variou...

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Is CX Directly Linked to Business Strategy? CX Strategy Series, Blogpost 3

In our third and final blog of the series we will be looking at how organizations can make customer experience (CX) focused investment decisions. Rocky’s Harley-Davidson as a best practice case...

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Major Sponsors

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  • Canada Post
  • Environics Analytics
  • BMO-800x450

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