Customer Experience Council
It's time to update your MyCMA profile!
Tell us what you’re interested in by updating your MyCMA profile so we can deliver you the marketing content you want to see. Update your preferences now to get started!
Council Members
Articles Authored by Council
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...
Read More
Customer Experience: As Simple as One-Two-Three?
Customer Experience gets a lot of airtime in today’s marketing landscape. There’s much debate about what CX actually is, and what customers actually want. Ultimately, companies embarking ...
Read More
Fundamental Change Required to Improve Customer Experience
At its October meeting, the CMA’s CX Council discussed organizations that really understand customer centricity, and “naturally” drive a great customer experience. C...
Read More
CX Design Across High & Low Involvement Options: An Interview with Cineplex (Blog 3 of 3)
We set out to understand how companies are designing CX to meet the needs of high-and low-involvement customers to grow their business and increase customer loyalty. Our third interview in this three...
Read More
CX Design Across High & Low Involvement Options: An Interview with DAVIDsTEA (Blog 2 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 ...
Read More
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 ...
Read More
