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
Recent Articles Authored by Council
From AI adoption to AI trust: What CX leaders must get right now
Artificial intelligence (AI) is rapidly becoming embedded across customer experience (CX)—from service and personalization to marketing, analytics and creative. While AI adoption is accelerating, industry data shows that customer trust has not kept pace.
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CX governance: the missing link between strategy and execution
Customer experience (CX) has become a priority for most organizations. Leaders talk about being customer-first. Teams invest in journey maps, customer metrics, dashboards, service design and voice-of-customer programs.
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How customer experience builds trust and strengthens brand
In today’s marketplace, brands are no longer defined primarily by advertising, logos or positioning statements. They are defined by experience.
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From vision to value: lessons from building a customer strategy and CX function
Over the last several years, “customer-first” has become a highly used phrase in business.
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Coalition 2.0: Why linked loyalty beats standalone points in Canada
This article came together following a CMA CX Council meeting, attended by members of the CX Council along with Zim Maizlin, Senior Director, Loyalty, Tim Hortons.
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Customer listening paths: Explicit, implicit and algorithmic
Customer listening has evolved significantly over time. And now, we are entering another era of considerable change in how we listen to our customers.
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