Customer obsession is more than a buzzword — it’s a perpetual motion that drives business success. At this year’s CX Summit North America, Forrester is honoring two exceptional leaders who have demonstrated a commitment to putting customers at the heart of their organizations. Congratulations to Canadian Imperial Bank of Commerce (CIBC), winner of the Customer-Obsessed Enterprise Award, and John Miller, AT&T’s vice president of consumer and retail solutions, recipient of the Customer-Obsessed Leadership Award. Both have shown how prioritizing their customers can drive meaningful business outcomes, and in the process, they’re setting new benchmarks for customer-centric strategies across industries.

Why They Stood Out

CIBC: A Culture Built On Customer Focus

CIBC’s commitment to customer obsession is deeply embedded in its operations and culture. By linking customer satisfaction, employee engagement, and business performance, CIBC has strengthened customer loyalty and achieved measurable business success. According to Stephen Forbes, CIBC’s executive vice president, “Our clients are at the center of everything we do.” This mindset has been instrumental in shaping the bank’s customer-first approach.

John Miller: Passionately Leading With Empathy At AT&T

John Miller, VP of consumer and retail solutions at AT&T, is recognized for his leadership rooted in customer insights and empathy. By staying true to AT&T’s brand promise, Miller improved CX and boosted brand trust metrics. “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. His focus on building these connections and empowering employees on the front lines to do what’s best for the customer highlights how empathy and customer-first strategies can drive impact.

Lessons For CX Leaders

The achievements of CIBC and John Miller offer key insights for organizations striving to enhance their customer experience:

  1. Leadership drives customer obsession. Both winners demonstrate the vital role of leadership in championing customer-first strategies and inspiring teams to follow suit.
  2. Empathy is key to success. By understanding customer needs and fostering connections, organizations can uncover opportunities for innovation and build trust.
  3. Customer experience must be integrated. Embedding CX and brand values into every possible interaction in day-to-day operations ensures that customer obsession becomes an organizational norm.
  4. Data powers decision-making. Leveraging customer data allows businesses to refine their strategies and deliver tailored, impactful solutions.

These winners set a new standard for customer obsession, showing how prioritizing customers drives growth, employee happiness, and innovation. The prestigious Customer-Obsessed Enterprise and Leadership Awards recognize organizations and leaders who embed customer focus into their leadership, strategy, and operations. Forrester’s expert panel uses a rigorous scoring system to ensure that only the best are honored.

Want to learn more? Join us at CX Summit North America, June 23–26, 2025, in Nashville to hear directly from these award winners, who will share their groundbreaking strategies on the Summit stage.