Aleksandra Vasin

Head of Customer Growth and Experience Raiffeisen banka a.d. Beograd

Day 1

16:55 Presentation | Turning Insight into Coordinated, Customer-Centric Action Across the Organisation

As banks accelerate digital transformation, the challenge isn't in designing better journeys, but ensuring the entire organisation is aligned to deliver them. Even with strong customer insight, disconnected teams, competing priorities, and unclear ownership can limit impact.

This presentation features how Aleksandra Vasin is building a shared CX language, governance model, and cross-functional accountability at Raiffeisen banka a.d. Beograd to ensure customer insight translates into coordinated action across product, operations, and frontline teams.

Aligning teams around shared customer and commercial outcomes
Embedding CX into cross-functional ways of working and decision-making
Creating ownership models that ensure consistent delivery across digital and human touchpoints

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

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