#815: CIBC's Stephanie Leheta on moving from silos to enterprise scale CX

The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CX

The Agile Brand

Business, Marketing

4.9 • 113 Ratings

🗓️ 18 February 2026

⏱️ 28 minutes

🔗️ Recording | iTunes | RSS

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Summary

What happens when you tie a quarter of every employee’s variable compensation not to sales targets, but to customer experience metrics? Agility requires more than just speed; it demands a shared purpose that translates into a unified system for listening, learning, and acting at an enterprise scale. It's about connecting every function of the business to the client's reality in real-time. Today, we are here at Medallia Experience at the Wynn Resort in Las Vegas, and we're going to talk about what it takes to transform a massive organization by moving client experience from a siloed function to the core of the enterprise operating model, tying it directly to employee compensation and billions in revenue growth. To help me discuss this topic, I'd like to welcome, Stephanie Leheta, Sr. Director, Client Experience Strategy at CIBC. About Stephanie Leheta Stephanie Leheta on LinkedIn: https://www.linkedin.com/in/stephanie-leheta-mba-ccmp-pmp-ccxp-435a8113/ Resources CIBC: https://cibc.com/ Medallia: ⁠https://www.medallia.com Take your personal data back with Incogni! Use code AGILE at the link below and get 60% off an annual plan: https://incogni.com/agile The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Catch the future of e-commerce at eTail Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/ Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://www.thecrmc.com/ Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://ratethispodcast.com/agile Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Transcript

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0:00.0	The Agile Brand
0:02.3	Welcome to Season 8 of the Agile Brand podcast.
0:10.1	This season we're going all in on expert mode
0:12.7	MARTEC, AI, and customer experience, talking with the people and
0:16.8	platforms behind the brands you know and love.
0:19.4	I'm Greg Kilstrom, your host, and I help Fortune 1000 companies make sense of
0:23.8	Martec, AI, and marketing ops.
0:26.6	Hit subscribe or follow to make sure you always get the latest episodes and leave us a rating
0:30.8	so others can find us as well.
0:32.8	And make sure you check out our sponsor, Tech Systems, an industry leader in full-stack
0:36.8	technology services, talent services, and real leader in full-stack technology services,
0:38.3	talent services, and real-world application. For more information, go to teK-systems.com. Now let's dive in.
0:46.3	What happens when you tie almost a quarter of every employee's variable compensation, not to sales targets,
0:55.0	but to key customer experience and business metrics.
0:59.0	Agility requires more than just speed.
1:01.0	It demands a shared purpose that translates into a unified system for listening, learning, and acting at an enterprise scale.
1:07.0	It's about connecting every function of the business to the client's reality in real time.
1:12.1	Today we're here at Medallia Experience at the Win Resort in Las Vegas, and we're going to talk
1:16.2	about what it takes to transform a massive organization by moving client experience from a siloed
1:21.5	function to the core of the enterprise operating model, tying it directly to employee compensation
1:27.2	and billions in revenue growth.
1:29.3	Tell me to discuss this topic. I'd like to welcome Stephanie LaHita, Senior Director, Client Experience Strategy at CIBC.
	...

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