CIBC and a senior leader from AT&T to be honored at CX Summit North America for exemplifying customer obsession

Forrester (Nasdaq: FORR) today announced Canadian Imperial Bank of Commerce (CIBC) as the recipient of its Customer-Obsessed Enterprise Award. Additionally, John Miller, vice president of consumer and retail solutions at AT&T, has been named the winner of this year’s Customer-Obsessed Leadership Award. These awards recognize organizations and senior leaders, respectively, who prioritize customers in their leadership, strategy, and operations to drive successful business outcomes. Award recipients will be honored at CX Summit North America, being held in Nashville, Tennessee, and digitally, June 23–26, 2025.

“This year’s Customer Obsession Awards winners embody strong commitment to improving their customers’ total experience with a brand,” said Rick Parrish, vice president and research director at Forrester. “We look forward to hearing their success stories about how they put customers at the center of their strategy to drive tangible business outcomes at the event.”

Additional information about Forrester’s 2025 North American Customer Obsession Awards winners:

CIBC, a leading North American financial institution, is guided by its purpose of helping to make its clients’ ambitions real and has built customer experience (CX) into its culture and platforms. The organization has also established a strong correlation between customer satisfaction, employee engagement, and business performance.

“At CIBC, our clients are at the center of everything we do,” said Stephen Forbes, executive vice president, purpose, brand and corporate affairs, CIBC. “We’ve fostered a culture that connects employee engagement, client satisfaction, and business performance into every aspect of our organization. This approach has not only driven client satisfaction but has also been a key element of the clear momentum we have built as a bank.”

John Miller, vice president of consumer and retail solutions at AT&T, is being recognized for demonstrating a leadership approach grounded in customer insights and genuine empathy. His commitment to deliver upon the AT&T brand promise has dramatically improved customer experience and brand trust metrics.

“Through a foundation of customer understanding and empathy, our service delivery has fostered meaningful emotional connections not just between our customers and our brand but also between our employees and the people they serve,” said Miller.

Resources:

  • Register to attend Forrester’s CX Summit North America.
  • Visit here to discover previous Forrester Customer Obsession Awards winners.
  • Follow @Forrester and #ForrCX for updates.

About Forrester

Forrester (Nasdaq: FORR) is one of the most influential research and advisory firms in the world. We empower leaders in technology, customer experience, digital, marketing, sales, and product functions to be bold at work and accelerate growth through customer obsession. Our unique research and continuous guidance model helps executives and their teams achieve their initiatives and outcomes faster and with confidence. To learn more, visit Forrester.com.

Amanda Chordas achordas@forrester.com

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