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

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Chair

Aleena Mazhar Kuzma

SVP, Managing Director, Partner, Fuse Create

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Chair

Jennifer Lang

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

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Past Chair

Lesley Haibach

EVP, Customer Experience, Ipsos Limited Partnership

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Member

Robert Wyatt

Business Services Director, Optima Communications International Inc.

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Member

Linda Hazzan

Director, Communications, Programming & Customer Engagement, Toronto Public Library

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Member

Scott D'Cunha

Vice President, eCommerce, LCBO

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Member

Smita Challu Tulsani

Global Director - Digital Transformation, WVI, World Vision Canada

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Member

Ursula Green

VP, CXO, Halmyre

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Member

Wayne Carrigan

CRO, Kinetic Commerce

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Member

Erin McKeever

Sr. Marketing Manager, eCommerce & Corporate Planning, Kruger Products L.P. / Produits Kruger s.e.c.

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Member

Paulina De la Riva

Chief Strategy Officer, Ogilvy

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Member

Sue Sharp

Partner and National Lead, Customer Experience Transformation & CMO Advisory, PwC Management Services LLP

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Member

Irene Beninato

AVP, Digital Engagement and Customer Communications, RBC

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Member

Alessandra Bisaillon

Director of Marketing and Media Relations, Farm Boy Inc.

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Member

Jeanette Kennedy

Global Marketing Lead, Microsoft Canada

Recent Articles Authored by Council

The evolution of CX

In biology, evolution involves a cause and effect. Some state or change-of-state in the environment (the cause) allows some evolved organisms to flourish (the effect).

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Knowing when to exceed customer expectations

In a world where social media thrives, the voice of the consumer has further reach than ever before

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Personalization at scale

Achieving personalization to elevate your customer experiences on a large scale may initially appear contradictory.

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Spotlight on omnichannel experience, Part 3

This is the third blog in a multi-part series presented by the CMA CX Council.

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Spotlight on omnichannel experience, Part 2

This is the second blog in a multi-part series presented by the CMA CX Council.

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Spotlight on omnichannel experience, Part 1

This is the first blog in a multi-part series presented by the CMA CX Council.

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Major Sponsors

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