#29: You Got the CX Leader Job, Now What? with Allison Landers, Chief Experience Officer (CXO), UBS

You Got the CX Leader Job, Now What? with Allison Landers, Chief Experience Officer (CXO) for Banking and Lending, UBS  Allison Landers knows a thing or two about customer experience. She started her career in the .com space working for AOL and then shifted into financial services working at some of the most respected brands like Key Bank, Wells Fargo, and now UBS, where she serves as the Chief Experience Officer (CXO) for Banking and Lending. Our conversation was particularly timely given the turbulence in the financial sector and the critical need to earn customer’s trust. Allison has taken the helm and successfully led CX practices that were at various stages of maturity.  Some of the highlights of the episode include: Being honest about your brand “perception” The first order of business when beginning a CX practice How to build trust with key stakeholders The two key things to focus on most Meet Allison Allison Landers joined UBS Bank USA as Managing Director and Chief Experience Officer (CXO) in 2022. In this new role, Allison is responsible for the design, delivery and ongoing management of end-to-end, omni-channel client and employee experiences. Her focus areas include journeys, client and field messaging, research, Voice of the Customer/Employee and client experience and engagement measurement. Allison brings over 25 years of experience in Customer Experience (CX), Digital Product Management and Marketing. She started her career in the .com space, working for America Online (AOL), American Greetings and Sabre Networks. Since 2005, Allison has been applying best practices from those industries to move Financial Services forward, leading Digital and omni-channel CX efforts at KeyBank, TD Bank, Prudential and Wells Fargo. Allison earned her undergraduate degree in Journalism/Advertising from Indiana University and her MBA in Marketing from Marymount University. Allison is active in both the industry and her community. She lives in Little Silver, New Jersey with her husband Steve, their three sons and her dog Daisy. She can be best reached on LinkedIn at https://www.linkedin.com/in/allisonpainelanders/ Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter