Birdie Masterclass
From Signals to Strategy: How CIBC Turns Customer Intelligence into Revenue
What if your CX function could shape business strategy instead of just reporting on it?
Most CX teams across Financial services industry are excellent at measuring what happened but struggle to influence what happens next. How do you evolve from being a feedback collector to becoming a strategic partner that drives product decisions, market positioning, and revenue growth?
Join CIBC's Senior Directors of CX Strategy and Measurement for an exclusive fireside chat on all things customer-driven across CIBC.
Discover how Canada's fifth-largest bank embeds customer-centricity into every business decision and transforms CX insights into measurable enterprise outcomes.
Date: July 16th, 11 AM ET/ 8 AM PT
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About the masterclass
Strategic CX leadership in Finance isn't just about satisfaction scores - it's about becoming integral to how your organization makes decisions. As finance world alters, CX folks need proven methodologies to demonstrate business impact while influencing strategic direction.
In this fireside chat, you'll discover:
- How finance leaders embed customer intelligence into revenue-driving decisions
- Methods for positioning CX as a strategic business function, not just support
- Frameworks for translating customer signals into product and market strategy
- Strategies for scaling customer-centric thinking across complex organizations
- Real examples of how CIBC converts customer intelligence into business outcomes
Meet the Speakers
Learn from CX leaders who've made customer intelligence a revenue driver
Learn with the best experts in the market and develop your product practice.
Deepta Rayner
Senior Director, CX Measurement & Insights, CIBC
Deepta Rayner is Senior Director of CX Measurement at CIBC, leading VOC programs across all lines of business. With her MBA, CCXP, and PMC-II credentials, Deepta is known for blending data-driven insights with human-centred design to enable real-time customer intelligence, loyalty, and growth.
Prior to CIBC, Deepta held various leadership roles at major banks and transportation companies. She started out in consumer insights and transitioned to banking and loyalty, leading customer engagement strategy and driving customer experience KPIs. Deepta has been a CCXP since 2021.
Stephanie Leheta
Senior Director, CX Strategy, Governance & Design, CIBC
Stephanie is Senior Director CX Strategy, Governance, and human-centered Design at CIBC. With over 30 years in Financial Services, she’s a transformation expert, integrating people, process and platforms and leveraged this expertise to embed customer signals into enterprise decisions. With her MBA, CCXP, CCMP, and PMP® credentials, she transformed CX from a reactive support function into a proactive business intelligence engine.
A recognized thought leader who speaks at premier industry events, Stephanie specializes in converting customer data into actionable business strategy. Her systematic approach turns customer signals into revenue opportunities through strategic governance and predictive design. Stephanie is an active contributor to the global CX community and sits on the CXPA Global Board of Directors to help shape the future of CX as a business discipline.
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