Rebecca Talley

Senior Vice President, Head of CX Centricity & Process Design KeyBank

CX BFSI Exchange - Day 2

8:30 AM Keynote Presentation - Uniting CX & Design to Drive Enterprise-Wide Impact

Customer Experience delivers its greatest value when it shapes how an organi-zation thinks, prioritizes and operates. Discover how KeyBank has brought CX and Design together to create a strategic capability that informs business pri-orities, uncovers customer and employee insights and directs investment to-ward the initiatives measured to deliver the greatest impact aligned to C-Level priorities.

In this keynote, learn how KeyBank uses design thinking to strengthen cross-functional partnerships and build trusted relationships with business leaders, transforming customer insight into measurable business outcomes. Explore how embedding customer-centric principles across the enterprise is creating stronger operational performance, empowering employees, acting as a proven growth lever and laying the foundations for embedding AI responsibly as a revenue driver.

Check out the incredible speaker line-up to see who will be joining Rebecca.

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