Louis Cho

As Chief Experience Officer (CXO), Louis is at the forefront of CPA Canada’s transformation into a more member-centric and commercially focused entity. He is responsible for spearheading the development and execution of an innovative go-to-market strategy that redefines the support, services and products available to CPAs, partners and key stakeholders. Louis leads three critical teams—Member Experience, Education and Tax—ensuring that their efforts align with the evolving needs of the accounting profession in Canada and beyond. His mission is to drive innovation, enhance member engagement and optimize value across all touchpoints, solidifying CPA Canada’s reputation and influence on both national and international stages.

With a wealth of experience in data-driven marketing and customer experience strategy, Louis brings a unique blend of analytical insight and human-centric design to his role. His expertise spans multiple industries, including banking, media, professional services and telecom, where he has consistently driven innovation and enhanced customer experiences. Louis is also a published author, known for his book One to One: How to Wow Your Customers with Personalized Experiences, which showcases his deep understanding of personalized customer engagement.

Prior to joining CPA Canada, Louis served as the CXO at Affinity Credit Union, where he revolutionized member experiences through data-driven personalization strategies. Additionally, he founded and led Nexus AI, a consulting firm dedicated to designing and delivering data-driven, customer-centric experience strategies.

Louis’ leadership philosophy centers on the connection between employee satisfaction and exceptional customer service. He is dedicated to building high-performing teams, modernizing brand capabilities and crafting scalable strategies that deliver strong business results.