Search a title or topic

Over 20 million podcasts, powered by 

Player FM logo
Artwork

Content provided by Blake Morgan. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Blake Morgan or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.
Player FM - Podcast App
Go offline with the Player FM app!

Balancing Trust and Technology: Inside UBS’s Customer Experience Strategy

31:15
 
Share
 

Manage episode 493308626 series 1250878
Content provided by Blake Morgan. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Blake Morgan or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

How do you modernize customer experience in a legacy industry without losing the trust it was built on?

That’s the challenge Allison Landers, Chief Experience Officer of Banking and Lending at UBS, is solving every day.

In this episode of The Modern Customer Podcast, Allison shares how UBS is scaling digital banking while preserving the high-touch service clients expect—and why CX is not just about delight. It’s about protecting relationships and earning loyalty at every step.

Inside the episode:

  • Why UBS expanded into credit cards and mortgages

  • How journey mapping helps fix what matters most

  • What it takes to lead CX across legacy systems and siloed teams

  • Why modern CX leaders must be relentless operators—not just visionaries

This is a must-listen for CX leaders navigating complexity, scale, and rising expectations.

Listen now!

Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.

Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here.

  continue reading

459 episodes

Artwork
iconShare
 
Manage episode 493308626 series 1250878
Content provided by Blake Morgan. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Blake Morgan or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

How do you modernize customer experience in a legacy industry without losing the trust it was built on?

That’s the challenge Allison Landers, Chief Experience Officer of Banking and Lending at UBS, is solving every day.

In this episode of The Modern Customer Podcast, Allison shares how UBS is scaling digital banking while preserving the high-touch service clients expect—and why CX is not just about delight. It’s about protecting relationships and earning loyalty at every step.

Inside the episode:

  • Why UBS expanded into credit cards and mortgages

  • How journey mapping helps fix what matters most

  • What it takes to lead CX across legacy systems and siloed teams

  • Why modern CX leaders must be relentless operators—not just visionaries

This is a must-listen for CX leaders navigating complexity, scale, and rising expectations.

Listen now!

Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.

Follow Blake Morgan on LinkedIn

For regular updates on customer experience, sign up for her weekly newsletter here.

  continue reading

459 episodes

All episodes

×
 
Loading …

Welcome to Player FM!

Player FM is scanning the web for high-quality podcasts for you to enjoy right now. It's the best podcast app and works on Android, iPhone, and the web. Signup to sync subscriptions across devices.

 

Copyright 2025 | Privacy Policy | Terms of Service | | Copyright
Listen to this show while you explore
Play