Fragmented customer journeys in today’s dynamic financial world erode trust and loyalty. While the shift to a customer-centric culture can be hindered by legacy systems and resistance to CX-led process changes, KeyBank offers a compelling solution. By connecting internal systems and aligning CX objectives with cross departmental KPIs, they’ve eliminated internal friction and established a clear, unified goal: exceptional, customer-first outcomes.

This session reveals how CX leaders can replicate this success by strategically partnering with marketing, operations, and digital teams to co-create outstanding end-to-end experiences.

Uncover how KeyBank successfully mapped and unified siloed processes, implemented cross-functional performance metrics, and scaled CX impact companywide. You’ll gain practical insights into aligning KPIs and incentives, empowering teams to lead CX initiatives, and influencing strategic business decisions toward a truly client-centric approach. Explore KeyBank CX’s long-term strategy and learn how they are building internal credibility and executive support to drive future customer-centric innovation from within the CX department.