MyCX

“NPS is the symbol — Earned Growth is the currency.” At our recent Loyalty Forum in London, Peter Eisele from congstar shared how his team turned advocacy into measurable business impact -demonstrating that customer love isn’t soft power, it’s economic power.

Here’s the paradox in CX: 📈 Many leaders know great experiences create loyalty and growth. ❌ Yet nearly half admit they can’t prove the impact of those efforts. That gap costs organizations more than they realize. The good news? There are proven ways to close it. Our expert colleagues Paul S., Erin Wallace, Kirstin Simons, and Philip Sager have pulled them together in this new insight: https://lnkd.in/eSwWVH2Q 👉 👉 What’s one ‘quick win’ you've tried that’s moved the needle in your organization? Bain & Company #CustomerExperience #CXTransformation #MyCX

What *actually* propels women into leadership? (Hint: it’s not just policies.) At the Women in Leadership Summit, we asked trailblazing women leaders what really creates momentum --> confidence, career energy, and character-led leadership. Here are a few standout takeaways from the panel - plus Bain research on the behaviors that close the gender gap, and why policy alone isn’t enough. Swipe through ⬇️ #WomenInLeadership #LeadershipEquity #MyCX #BainAndCompany #CXLeadership

Last week's Women in Leadership Summit showed us what leadership looks like when equity is the standard - not the exception. Hosted by Desjardins and Bain & Company, the event kicked off our recent NPS® Loyalty Forum with a day rooted in purpose, action, and authenticity. Together, we explored what it means to lead with equity and character, through stories both personal and practical. ✨ Highlights from the day: 🎤 Marie-Huguette Cormier on building equity into systems at Desjardins - and the power of an “Everything in life is a learning” mindset 👥 Real talk on leadership behaviors that move women forward, with Pamela Yee, Séverine Clairet, Catherine Stempien, Sandra William, and Annie Desautels, MBA 💡 Tools for reflection, career energy, and confidence 🧠 And an interactive workshop with honest conversation on self-doubt, inner gremlins, and how to lead anyway - facilitated by Naomi Weber and Angela Rice of Bain Academy To our speakers, moderators, and every voice in the room—*merci*. You brought clarity, honesty, and momentum. Special thanks to Erin Wallace & Sophie Bergeron, MBA for hosting the day, and to Emmanuelle Bertrand, Josee Marchand, Tara Boone (Kroeger), Hannah Parkin and Evan Brennan-Johnson for planning expertise. À la prochaine / Until next time! 📷 credit: Charlotte B.-Domingue 😍 #WomenInLeadership #NPSLoyaltyForum #MyCX #LeadershipEquity #CXLeadership #Desjardins #BainAndCompany

📸 A moment to remember from a Forum that truly raised the bar. A huge thank you to all of our NPS® Loyalty Forum members and attendees for bringing curiosity, candor, and their firsthand experience to every discussion in Montréal. And to our hosts at Desjardins - merci! Your deep commitment to equity and customer-centricity set the tone this week and made you the perfect partner. Your leadership brought our theme to life: building lasting loyalty through culture, data, and action. Across two days, we explored what it really takes to lead with loyalty: 🧭 Balancing value propositions & experience 🔍 Putting customer data, analytics, and Gen AI into practice 💡 Showcasing transformation stories - moving from insight to real behavior change 💬 And hearing candid, powerful reflections from Desjardins leaders like Séverine Clairet, Nathalie Larue, and Isabelle Garon on making decisions in the best interest of members and clients - consistently, and at scale. Erin Wallace Sophie Bergeron, MBA Paul S. Betsy Peretti Ilker Carikcioglu Alastair Cox Rob Markey El Mehdi El Aouni Rheia Khalaf Sarah Legendre Bilodeau Philip Sager Nico Caputo Michael Kochan To everyone who made this event possible in Montréal: thank you. Let’s keep building what’s next in loyalty - together. ✨ Stay tuned for more insights from this exceptional event! #NPSLoyaltyForum #MyCX #CustomerExperience #CXLeadership #CustomerLoyalty #BainAndCompany #Desjardins

👋 Bonjour de Montréal! / Hello from Montréal! The NPS Loyalty Forum, hosted by Desjardins, has kicked off in the heart of a city known for bold creativity and innovation.  (Did you know Montréal is a UNESCO City of Design?) Welcome to our leaders in attendance! We’ve brought together trailblazing brands and forward-thinking leaders, all ready to celebrate loyalty, challenge assumptions, and share what’s really working on the ground. From predictive insights to celebrated history & culture, the dialogue is already underway - and we’re just getting started. Carrier Air Transat Abbott CAE Banco de Crédito BCP Interac Corp. BRP FirstService Residential Citizens GE Aerospace Loto-Québec LPL Financial NOVA Chemicals PNC Resmed RSM SOM inc. State Street The Trustees of Reservations TLS Videns Veracross Customer First Partners #NPSLoyaltyForum #MyCX #CustomerExperience #CXLeadership #BainAndCompany #Desjardins #Montréal

🔥 “Never ask permission.” That was just one of the standout insights from Marie-Huguette Cormier’s opening keynote at the Women in Leadership Summit today. Her background in Olympic-level fencing taught her the power of ambition—and the strength of authenticity. As EVP of Human Resources at Desjardins, she’s helped architect a model for gender parity that’s as rigorous as it is ambitious—and it’s working. 📊 59% of managers at Desjardins are women, with parity zones at the executive committee and board levels. So, how does a transformation like that happen? 1️⃣ Top-level commitment — from the CEO down 2️⃣ Scalable training & development — 7,000+ women employees have completed Desjardins’ development bootcamp, followed by additional leadership and career programs 3️⃣ Hard metrics — tracking progress, finding sticking points, and never settling. At Desjardins, this looks like “no plateau, just constant improvement.” Her advice? Be real. Be bold. Keep learning. And don’t wait for permission to lead. #WomenInLeadership #NPSLoyaltyForum #CXLeadership #MyCX #EquityInAction #Desjardins #BainAndCompany Bain & Company

🎉 We’re live in Montréal! Today we’re kicking off the Women in Leadership Summit with hosts Desjardins. From navigating leadership barriers to building systems that last, today’s sessions spotlight what inclusive leadership really looks like. On the agenda: 🎤 Keynote speaker Marie-Huguette Cormier on equity that scales 👥 Pamela Yee, Séverine Clairet, Annie Desautels, MBA & Catherine Stempien on the behaviors that propel women to the top 💡 Sandra William on leading beyond metrics 🛠️ Naomi Weber & Angela Rice leading an interactive session on owning your leadership story. Celebrate with us as we kick off these inspiring sessions as Erin Wallace and Sophie Bergeron, MBA emcee. #WomenInLeadership #NPSLoyaltyForum #MyCX #LeadershipEquity #CXLeadership #BainAndCompany #Desjardins

🏆 Desjardins is redefining what leadership looks like. When we look for a host for the Women in Leadership Summit at the NPS Loyalty Forum, we look for organizations that don’t just support equity—they build the systems that make it real. And Desjardins delivers. 📣 Through their Femmes en Mouvement initiative, 🏅 Three consecutive years of Platinum Parity Certification from La Gouvernance au Féminin - Women in Governance, 💡 And a real, sustained commitment to growing inclusive leadership... They walk the talk—and lead with purpose and results. Next week in Montréal, Desjardins sets the tone for bold conversations: Breaking barriers. Building systems. #WomenInLeadership #NPSLoyaltyForum #MyCX #LeadershipEquity #CXLeadership #BainAndCompany #Desjardins

📊 Whether you’re in CX, digital, product, analytics, or strategy, chances are you’re being asked to do more with customer data. Ahead of our next NPS Loyalty Forum, we’re running a quick pulse check to understand: 👉 Which use cases are being adopted 👉 What’s being prioritized 👉 And where the biggest challenges lie We'll dive into these themes live in Montreal—and your input will help shape that conversation. 📝 Have a few minutes? We’d love to hear how it’s playing out in your orbit: https://lnkd.in/e5g7Cude #MyCX #NPSLoyaltyForum #CustomerData #AnalyticsInAction #CXLeadership