Masterclass: Transforming CX from Cost Center to Strategic Function
Heya fellow CXers! Inviting you to a Masterclass we are doing at Birdie AI, focused on shifting CX from cost center to a pivotal strategic function. The Challenge We All Face: Proving that customer experience investments drive business outcomes, especially in conservative industries where every dollar needs clear ROI justification. What CIBC Accomplished: As one of Canada's Big Five banks, their CX team now uses customer intelligence to influence product roadmaps, risk management strategies, and market expansion decisions. Session Focus (July 16th):
The specific frameworks they use to quantify CX business impact
How they built executive buy-in in a traditionally conservative environment
Methods for converting customer signals into predictive business intelligence
Why their approach works across regulated industries with similar constraints
Speakers: Deepta Rayner (CX Measurement, CCXP, MBA) and Stephanie Leheta (CX Strategy, CXPA Global Board member) July 16th, 11 AM ET | https://lp.birdie.ai/masterclass-cibc-finance-cx