The Experience Edge

Ep.28 - Inside UBS With Their CXO - Allison Paine Landers

14 snips
Jun 4, 2025
Guest
Allison Paine Landers
Allison Paine Landers, CXO for Banking and Lending at UBS and a FinTech Top 100 Women leader, shares her vast experience in financial services. She discusses the transformative approach to customer experience, integrating both customer and employee needs. Allison highlights strategies for navigating evolving banking expectations, emphasizing personalized service amidst digital demands. Her insights on fostering collaboration across teams and utilizing data-driven decision-making underscore the importance of deep listening and adaptive design in improving service delivery.
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INSIGHT

CX Beyond the Title

  • Customer experience (CX) is not only about the title but about a blend of marketing, product and channel roles reducing silos.
  • Allison Landers' long history across disciplines uniquely enables her to connect client segments, products, and geographies for CX.
ADVICE

Building Effective CX Teams

  • Build CX teams with core capabilities like journey management, insights, and service design.
  • Evolve marketing and communications into the CX organization for a unified customer experience.
INSIGHT

CX & Product Leadership Link

  • Financial firms are historically product-centric, making CX transformations challenging without direct access to senior product leadership.
  • Success in CX is easier when the CX leader has a seat at the senior leadership table with product leads.
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